Consumer complaint received 2020-10-21
Company: Paypal Holdings, Inc
State: MD
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
In XXXX I purchased furniture, from XXXX via PayPal. When the furniture was finally delivered, it was late and completely damaged beyond use. On XX/XX/2020, I filed a dispute with PayPal 's dispute resolution center and supplied PayPal with a XXXX receipt with the XXXX driver signing that the furniture was damaged, photos of the damaged furniture, and as per PayPals request, documentation from an independent appraiser stating as much. I have gone back and forth with PayPal for the last few months and all it has resulted in us them denying my claim 4 times. Their timeline of the dispute states that the case was resolved XXXX XXXX ( i.e. they closed the case again ) but it shows that as late as XX/XX/XXXX, they yet again changed the reason for doing so. 

First they stated I failed to provide sufficient documentation. I called and the rep told me that was an error because the appraisers note, although handwritten, had a letterhead and contact information. Nowhere in their written communication requesting action on my behalf to further my case did PayPal state that the appraiser, whom I paid for, needed to provide a typed document. They still denied my claim and when I called this time the rep told me the statement of damages was handwritten so they couldnt accept it, but she would reopen the case so I could provide a typed appraisal. I contacted the appraiser and obtained a typed appraisal on letter head as they requested only to receive another generic denial. Once again I called the company this time waiting for over an hour for a frustrated supervisor who again told me the same thing and reopened the case. Of course in a few days I received the identical automated generic rejection. 

Their customer service is outsourced and the individuals who answer your calls give inconsistent replies. You also are placed on hold for at least half an hour, which is a waste of my valuable time, and I have been repeatedly put through this process. The last rep told me she would contact the appraiser and get back to me the next day then rudely told me I can look for an alternative solution if I was unhappy with PayPal. I demanded to speak with a supervisor and waited over an hour only to have them tell me that they do not contact appraisers. He was obviously frustrated and provided limited help. 

Clearly their training is to give scripted responses and make empty promises to get you off the phone. Each time I have received a generic rejection response to my claims and after the last conversation I dont believe a human being even reviews the information they request. I have lost {$2900.00} to a scam company ; all this seems to be of no concern to PayPal. I am also out {$75.00} that I had to pay for the independent appraiser PayPal requested me to obtain. I will also need to pay to have the junk furniture removed from my garage. PayPal seems to be more interested in keeping merchants who have been reported to the XXXX than protecting their individual customers rights ; obviously we know who pays them more. 

I should not have to keep going back and forth with PayPal. PayPal makes themselves the intermediary in disputes with merchants. I am extremely frustrated and I feel scammed by both the merchant, XXXX and PayPal. I have used PayPal for several years and have only needed to use the Resolution Center twice ; obviously I am not the fraud here. I am skeptical that I will get my money back from PayPal or the merchant. I am so disgusted and disappointed that at a time like this companies are stealing from individuals. I will be closing my PayPal account and can only try and protect others by providing a warning and sharing my story. I am a part of a several social media groups and I was surprised that several people have had similar experiences. I wish someone had shared their story with me and so I am sharing mine hoping I can stop someone else from going through this.

Company response to consumer: Closed with monetary relief