Consumer complaint received 2017-09-16
Company: Paypal Holdings, Inc
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other service problem

Complaint:
On XX/XX/XXXX, I purchased a computer motherboard from a foreign based online retailer. At first I was hesitant due to the foreign nature, but I made the purchase due to the strength of the paypal brand and made the purchase via Papal expecting I would be backed by their money back guarantees. After purchase I received no communication from the seller regarding the purchase. I emailed the seller and also received no response. On XX/XX/XXXX I contacted PayPal and on their advice opened a non received claim. After the claim was opened the seller sent the tracking information. In the middle of XX/XX/XXXXI finally received the item. However, I discovered it was not functioning correctly. Due to the nature of computer components it took me two weeks to determine it was indeed the motherboard that was non functioning and not a related part. To be specific the XXXX slots were not functioning correctly. Initially, I contacted the manufacturer to attempt an XXXX replacement. However, the item had the serial information marked out with a black sharpie and did not qualify for an XXXX with the manufacturer. I subsequently contacted the seller and attempted to work out a return. Eventually the seller offered a partial refund with no return, but this was unacceptable as the product was unusable. I contacted paypal and they changed the non received claim to a item as not described claim. The seller agreed via paypal to a refund upon receipt of the return. Paypal customer service " guaranteed '' I would get my money back. The seller provided a shipping address and per paypal instructions I shipped the item and provided the tracking information. I accidentally mistyped the tracking information by one digit and the online form did not allow me to alter it so I called paypal immediately to correct the tracking information. Unfortunately the seller did not provide an address that was deliverable. The item sat in transit for several weeks. I contacted paypal again and the agent stated that I was not responsible if the seller provided address was undeliverable and again " guaranteed '' I would get a full refund. I was shocked when I received an email on XX/XX/XXXX from paypal denying my refund. I called paypal and the agent stated that because the tracking did not update after three weeks the claim automatically closed. The agent said again I was not responsible if the seller provided an undeliverable address but " now '' paypal would need a copy of the customs declaration form from the package to verify I sent it to the seller provided address. I was not previously instructed to keep this item, only to provide tracking information. The agent stated that being the case I would need to wait for the item to return to me and provide it from the package. On XX/XX/XXXX I received the package back from XXXX and provided paypal the requested information. Again they denied my refund. I called again and the agent said the USPS tracking information was not reflecting my shipment, but she did see it on XXXX XXXX and would resubmit my claim. Again it was denied. I have done everything I was instructed to do and yet paypal refuses to honor their money back guarantee policy. At this point I feel a CFPB complaint is necessary for paypal to honor their promises.

Company response to consumer: Closed with monetary relief