Consumer complaint received 2018-11-03
Company: Paypal Holdings, Inc
State: MA
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other transaction problem

Complaint:
I purchased an item from a XXXX merchant on XX/XX/2018. 

The item ( USPS Tracking number XXXX ) was not received. I opened cases with USPS ( XXXX, international : XXXX ). 
USPS concluded item was lost. I tried to settle the matter with the merchant and waited patiently over 4 months but nothing moved and he alleged that he was getting no progress on matter from XXXX XXXX. When I called USPS they said the matter was already settled and that they had instructed XXXX XXXX to accomodate seller. 

I called Paypal about this and they advised me to open a dispute.The following cases were opened : XXXX XXXX XXXX XXXX Since the item was paid in installments these were done as separate claims. 

Initially the dispute was granted and I was granted refund. However, this was shortly overturned. When enquiring as to the reason for why the dispute was overturned in favor of the merchant I was told they provided tracking information. When I inquired further from the merchant I obtained the document. On comparing the signature confirmation with the original provided by USPS I discovered that the seller provided signature confirmation document was a forgery. I immediately notified Paypal about this but after spending close to 2 days on the phone with back and forth explaining the situation this resulted in nothing. 

The situation became further worse when although I obtained confirmation from USPS that what was provided is indeed a forgery and does not relate to the item my account was placed under limitation and I was told that I could not pursue any claim further and any attempt at appeal would be automatically rejected. I was told this was because my account was deemed a risk to them because of the dispute amounts. 

I am appalled at the lack of attention and blatant negligence that has been so far evinced by Paypal. I have rights and my rights as a client of Paypal can not be removed retroactive to the date that my account was restricted. This purchase was made in XXXX and the claim was filed in XXXX while my account was restricted in late XXXX - therefore I still have the right to pursue this claim while Paypal is not providing me with any facility to do so. 
I am providing proof to Paypal that the item was in fact lost. Furthermore, this evidence shows that the seller provided false documentation showing a forged signature and handwritten address. 

Paypal ( or anybody else ) can easily confirm this by going to XXXX XXXX XXXX? XXXX Enter shipping date XX/XX/2018. Then go to proof of delivery. Put in your contact information and click Request email. The proof of delivery will be sent directly to specified email. This can then be compared to the seller supplied document ( where the sellers document includes actual initials and handwritten address while the actual document is just ilegible scribbles ). 

Further I supplied a direct statement from USPS official XXXX XXXX who says as far as USPS is concerned they deems the item lost saying the following : Our XXXX XXXX XXXX determined that no written proof of delivery ( WPOD ) was available for this shipment. The package was therefore declared lost on XX/XX/2018, and XXXX was authorized to indemnify their sender. 

The delivery record available for this article ( below ) does not provide a legible signature of the recepient or the delivery address. These are requirements of Express Mail shipments. This is the only WPOD available in our system ( below ) and can be obtained at XXXX. 

I sent that and asked Paypal to evaluate the dispute properly on the basis of the documentation provided and make a proper decision. On the basis of the documentation there is no doubt that the seller is perpetrating fraud and I am the victim of this fraud. If Paypal does not act on this Paypal is party of the fraud and is at the very least liable for negligence given that all documentation was provided yet Paypal refused to act on this. 

Paypal is negligent in it's duties to uphold buyer protection. 
In this situation they ignore evidence that conclusively proves this item as lost. I have rights under Paypal client contract and my buyer protection rights require Paypal to look at the matter carefully and diligently. They are not doing so and thus are in breech of the client contract and party to fraud.

Company response to consumer: Closed with monetary relief