Consumer complaint received 2017-07-31
Company: Paypal Holdings, Inc
State: DE
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other transaction problem

Complaint:
This complaint is in reference to my PayPal account. On Friday, I realized that I never received merchandise that I purchased through XXXX and paid for using my PayPal account. It was a split tender purchase, meaning part of it was paid using my PayPal account balance and the remainder using my XXXX card on file with PayPal. Because it was beyond the 180 day timeframe to open a dispute with PayPal ( the purchase date was X/XX/16 ), I decided to contact XXXX with the intent of recouping the funds paid for using my XXXX card. At that time XXXX opened a dispute for the reason of " non-receipt of goods and services. '' Three days later, today, I attempted to use my PayPal account to purchase an XXXX shipping label and was informed there was an issue w/ my PayPal account. When I logged into PayPal, I saw multiple messages about having to verify multiple aspects of my account due to the " Unauthorized Purchase '' claim on my credit card. I called XXXX, thinking they made a mistake with the " non-receipt '' claim and they confirmed it was opened as a " non-receipt '' dispute on their end. They also advised that OTHER CUSTOMERS have experienced the same issue I am now experiencing with PayPal because PayPal converts ANY type of dispute to an " Unauthorized Purchase '' dispute. As a result, I have to jump through hoops to verify my identify, my credit card, change my account password, etc. so I can begin using my account again. This is obvious inconvenience to me, but I figured I would do as asked, so I could begin using my account. This is where the difficulty really begins. I attempted to complete one aspect of the request - to verify my credit card. After inputting the card details, I received an error message and their system would n't allow me to confrim the card. No where on the page was anything noted as to what the error may be and I 've confirmed my card details were input correctly. This happened multiple times. So I called. The VRU said the wait time was a minimum of 59 minutes and asked if I would like a call back when a rep was available. I accepted that option and waited. Upon receiving the call, the call was abruptly disconnected when the system tried to connect me with an Agent. I called again and the entire process repeated. I waited another hour for a call back and when I picked up, the system tried to connect me to an Agent, but abruptly disconnected my call yet again. I tried a third time. This time the VRU did n't even allow me to request a call back. Now : 1. I 'm left with no way to reach PayPal to resolve the dispute situation for which they say is an " Unauthorized Use '' claim when it 's a " Non-receipt of goods and services '' claim. 2. I have no way to complete the steps they 've requested to verify my identify. 3. I have no way to make purchases. 4. I have no way to access my funds at all. ( current balance of {$130.00} with an additional {$600.00} pending ). PayPal 's systemic issues and incorrect handling/coding of a credit card dispute is unfair, deceptive, and a regulatory violation. Thus far today I 've spent hours trying to reach an Agent to no avail. I would like direct contact asap to resolve my immediate issue and for PayPal 's business practices related to disputes to be evaluated.

Company response to consumer: Closed with non-monetary relief