Consumer complaint received 2020-04-27
Company: Paypal Holdings, Inc
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
On XX/XX/XXXX, I purchased a round-trip flight ticket from XXXX through paypal. The amount is XXXX. 
However, the returned flight was cancelled finally by XXXX XXXX. 

On XX/XX/XXXX, the XXXX XXXX refunded the ticket price {$200.00} to XXXX. 
After that, I phoned XXXX to refund the money to me. 
They did not. This is part of the fraud. They promised that they would refund me but they did not. Also I paid for something I can not have. 

On XX/XX/XXXX, I opened a case to dispute half of the total ticket price ( {$220.00} ) since  the flight was cancelled. Case number is XXXX. 
On XX/XX/XXXX. paypal sent me an email to claim that " We changed your case reason for XXXX ''. 
On XX/XX/XXXX, the case was denied by paypal. I contacted them for the reason. 
The representive XXXX  indicated that the reason for losing the case is due to the wrong filling reason. So it is totally a trap or a game. I changed your reason for filing and I denied your case due to the wrong reason. As we all know, each transcation could be claimed twice and Great! one has gone. I can not understand why and I need explaination, Or this is the fraud. Paypal helps other sellers to take my money and keeps playing a key role in this fraud. 

The following is the chat. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - XXXX XXXX XXXX Thanks. 

I really cound not understand your decision. The money was sent back by XXXX XXXX to the passenger. 

They took my money. 

XXXX XXXX In this case, it does look like the claim was switched from a Non-Receipt claim to a Not as Described claim, which this wouldn't fall under. That is why the claim was denied. My option would be to have us refile this under a Credit Not Processed claim since this is regarding a cancelled flight. 

XXXX XXXX XXXX I did not do it. 

you did it XXXX XXXX I do apologize for any confusion. I'll go ahead and get it refiled under the appropriate reason code. 

XXXX XXXX XXXX Hello XXXX XXXX XXXX Thanks for contacting us about your case. Based on the information we received we are changing the reason for filing this case. You submitted your claim because your item or service was significantly different than originally described. We will continue to investigate your case and we'll let you know if we need any further information. Transaction details : Dispute Case ID : XXXX Transaction Amount : {$440.00} USD Dispute Amount : {$220.00} USD Transaction ID : XXXX I reported that I did not have the item or service but you changed it. 

Really thanks for your help. 

XXXX XXXX Alright, so now that the dispute has been refiled and escalated, the seller has 10 days to reply to us with a valid explanation or a refund authorization. If they don't respond, you will be eligible for a full refund on the 11th day. For now the best thing to do would be to keep an eye on your emails and we'll reach out to you as soon as we have any updates for you. Until then, is there anything further we can assist you with, XXXX? 

XXXX XXXX XXXX I do not have any further questions. Is there anything that I should submit for the case? 

Thanks for your help and understanding. 

XXXX XXXX At this time, no, if we need anything else, we'll reach out to you by email. 
It was my pleasure assisting you today, XXXX. I'm glad I could get you on track towards a resolution. Thank you for taking the time to contact us! We do truly value you and I hope that you have an excellent rest of your day. If you have any questions down the line, please feel free to contact us!

It looks like you may have stepped away from our conversation. That's okay! Please check any previous messages and if you need to reply, well connect your message to the next available Customer Support Team Member if the previous Team Member is not available. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- On the same day, the representive re-submitted the case for me. 

On XX/XX/XXXX, anohter representive changed the case reason again. 
The reason for the 2nd claim was not sent by myself but by the representive XXXX. 

On XX/XX/XXXX, paypal denied my case again since they thought the service has been rendered. However the flight was cancelled. 

The key points make me think I was treated unflair are : 1. Why paypal changed my case reason again and again. Also the change make me lose the 1st claim directly.

2. When the 2nd claim was denied, I contacted paypal again. I pointed that the flight was cancelled and there is no way that the service could be provided. However, they did not take any explain and just want to deny the case. 

-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- XXXX XXXX Regardless of the flight being canceled, we are going to deny the case and appeal. You will need to work with your bank or the merchant on getting this refunded. 

XXXX XXXX XXXX I still can not understand. Even if you want to deny the case, you need to provide me a reason. 

XXXX XXXX This is a credit not process claim meaning the seller promised a refund but never issued one. The services were rendered by the merchant which is why we are denying this claim and appeal. 

I have provided reasoning on this but you are not liking the information I am providing. We are not going to reopen this case or reverse the funds back to you. Please work with your merchant or contact your bank. 

XXXX XXXX XXXX The services were rendered? 

How you told me you need to contact 2 parties. 

I just wonder how you know that the service has been rendered XXXX XXXX I have told you information was uploaded by the seller in reference to what was provided. 

XXXX XXXX XXXX OK if I can send you the proof that the service did not rendered. 

XXXX XXXX We will not use this proof for the case as we are denying the appeal. 

XXXX XXXX XXXX Will you accept it now? No one contact and ask whether I got the service OK The service did not been delivered. even if I can prove you are wrong and you will not receive it? 

XXXX XXXX We are not seeking any information for this claim as we are going to deny the appeal. Please work with the merchant on getting this refunded. If you have issues doing this then you can work with your bank on disputing it which is why I mentioned both. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Finally I do think this transcation is a fraud since the seller promised my refund on XX/XX/XXXX but I did not have any refund now. 

Also they have different excuse and different decision for each email. 

Paypal as a money service provider, did not follow the guideline from DOT  to provide refund for the cancelled flight and also support the seller to steal money from the customers. 

Also as the finally chat with XXXX, the representive, the information was uncleared. He told me that they took the evidence from seller that the service was rendered. However, I already sent him the evidence to paypal - a receipt from XXXX XXXX to show the refund due to cancelled flight. 

Paypal did not hold its responsiblity to protect the customer 's wallet. I can not understand my experience. I do think that paypal, or some employees in paypal, did a heavy discriminative, unreasonable and illegal decision on my case. 

Until now, I have attached a screenshot to show how many emails I have sent to XXXX for the refund. Paypal did nothing on it.

Company response to consumer: Closed with monetary relief