Consumer complaint received 2018-04-12
Company: Paypal Holdings, Inc
State: MI
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
Re : Pay Pal Case XXXX On XX/XX/2018, I purchased a bathing suit from XXXX, which I learned is a company in XXXX. {$81.00} USD. When I ordered the item, I put it on my charge card, and the website flipped it over to Pay Pal. 

Two weeks later the bathing suit arrived. I tried it on. It did not fit. I wanted to return it. There was no Return Authorization Order in the package. 

I called Pay Pal and specified that the suit did not fit and I wanted to return it. The advisor sent a message to XXXX that the item HAD NOT ARRIVED AT MY HOUSE, STATING THEY REQUESTED SHIPMENT TRACKING INFORMATION. 

Since this was in ERROR, I called Pay Pal and told them of their error and they subsequently changed the complaint to NOT AS DESCRIBED. 
ON XX/XX/XXXX, Pay Pal wanted to know if I wanted to continue the claim because it now showed the package was delivered to my address. 

On XX/XX/XXXX, I RECEIVED AN OFFER FROM PAY PAL, XXXX offered a partial refund of {$41.00}. Subsequently on XX/XX/XXXX, Pay Pal offered that I could open a dispute in their Resolution Center. I  would have to go into their website to the Resolution Center where I would find my case number. I went into the Resolution Center, but the case had not been entered. 
I called Pay Pal, stated the claim for a full refund WAS NOT IN THE RESOLUTION Center and stated again what the problem was, requiring a full refund. I also sent a reply by email to Pay Pal also on XX/XX/XXXX and stated again that I need a RETURN AUTHORIZATION ORDER. 

Pay Pal stated they would send me the address of the company in XXXX and also offered me a shipping promo offering a {$30.00} refund for shipping. 
I packaged up the bathing suit and shipped it via USPS to XXXX in XXXX.Shipping was {$32.00}. I also received the tracking information and receipt from the USPS. 

On XX/XX/XXXX, Pay Pal required copies of the Tracking and Shipping information. I subsequently sent them photo copies of the Tracking Number and receipt from the post office. 

Pay Pal then stated on XX/XX/XXXX, they do not accept attachments of the required information which was the tracking number from the post office. 

I contacted Pay Pal immediately, explained I had not sent attachments but sent photos. They told me once again to GO TO THEIR RESOLUTION CENTER TO SOLVE THE PROBLEM. THE RESOLUTION CENTER, AFTER SEVERAL REQUESTS ON MY PART, WAS NEVER ENTERED INTO THE RESOLUTION CENTER. Each time I had to contact them by phone which necessitated a 1 1/2 hour wait or a call-back place in th3e cue. If you accepted the 1 1/2 hour call-back now you are trapped at home waiting for the call back. 

XX/XX/XXXX. When they stated they wanted photos, and I sent photos, they said the photos were not what they wanted. They said they wanted attachments. They then proceeded to tell me what they wanted which required going into their website and going through no less than ELEVEN STEPS to comply with this request. I stated I had sent the photos requested. 

They subsequently, on XX/XX/XXXX sent me an email stating they closed my case because I did not send then the information they wanted!!! 

I think they have made me jump through enough hoops with all of their errors and requests. I still want my refund of {$81.00} plus the {$30.00} for shipping. At this point, I do not have the bathing suit which I returned, and I am out of {$110.00}. 

Please contact Pay Pal and help straighten out this absurd mess. Thank you, XXXX XXXX.

Company response to consumer: Closed with monetary relief