Consumer complaint received 2022-02-02
Company: Paypal Holdings, Inc
State: OK
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
I am reaching out to file a complaint against PayPal. I made a purchase through PayPal on XX/XX/2021 for a transaction totaling {$1100.00}. When the item did arrive, it was in detestable condition and significantly not as described. There were numerous missing parts and the parts that did arrive were severely damaged. I immediately reached out to the merchant to report the problem. The effort was futile as the merchant either failed to respond or were hostile and uncooperative when they did respond. Having exhausted all reasonable efforts to find an amicable solution and convinced that I may be a victim of a scam, I resorted to filing a dispute with PayPal. 

As a consumer, I use PayPal because of PayPal 's Buyer Protection ( aka Purchase Protection Program ), which promises to have my back. In the event of an issue with a transaction, such as where the merchandise was defective/damaged or not as described, PayPal would have my back and look after my interest, and assist me in getting a refund for the transaction if appropriate. PayPal 's promotional and marketing materials across the web and every marketable medium are filled with this promise. PayPal 's Buyer Protection is the biggest selling point for me and the only reason why I have a PayPal account at all. Accordingly, I filed a dispute with PayPal regarding this transaction and believed that as the situation was so clear-cut, the decision would be simple and straightforward. 

Unfortunately, this was not to be the case. After the case of a month, PayPal jerked me around, fed me misinformation, lies, and did everything possible avoid having to resolve this dispute. I must have been a dozen communication attempts with PayPal in my efforts to resolve this matter and get the refund rightfully due to me and each time the PayPal would tell me something different. When I raised this discrepancy, each representative would claim that the previous representative had been wrong and the information given was incorrect, and that the information he/she was providing me was the correct one. Throughout this nightmarish process, PayPal was making me jump through one hoop after another, doing everything they can to get me to close the case and accept the loss, and the entire process was incompetence on top of incompetence. Furthermore, it appeared that PayPal was doing everything it can to side with the Merchant, working off the assumption that the Merchant is innocent until proven otherwise and that myself, the Buyer, is " guilty '' from the start and has full burden to proof everything. After reviewing I am reaching out to file a complaint against PayPal. I made a purchase through PayPal on XX/XX/2021 for a transaction totaling {$1100.00}. When the item did arrive, it was in detestable condition and significantly not as described. There were numerous missing parts and the parts that did arrive were severely damaged. I immediately reached out to the merchant to report the problem. The effort was futile as the merchant either failed to respond or were hostile and uncooperative when they did respond. Having exhausted all reasonable efforts to find an amicable solution and convinced that I may be a victim of a scam, I resorted to filing a dispute with PayPal. 

As a consumer, I use PayPal because of PayPal 's Buyer Protection ( aka Purchase Protection Program ), which promises to have my back. In the event of an issue with a transaction, such as where the merchandise was defective/damaged or not as described, PayPal would have my back and look after my interest, and assist me in getting a refund for the transaction if appropriate. PayPal 's promotional and marketing materials across the web and every marketable medium are filled with this promise. PayPal 's Buyer Protection is the biggest selling point for me and the only reason why I have a PayPal account at all. Accordingly, I filed a dispute with PayPal regarding this transaction and believed that as the situation was so clear-cut, the decision would be simple and straightforward. 

Unfortunately, this was not to be the case. After the case of a month, PayPal jerked me around, fed me misinformation, lies, and did everything possible avoid having to resolve this dispute. I must have been a dozen communication attempts with PayPal in my efforts to resolve this matter and get the refund rightfully due to me and each time the PayPal would tell me something different. When I raised this discrepancy, each representative would claim that the previous representative had been wrong and the information given was incorrect, and that the information he/she was providing me was the correct one. Throughout this nightmarish process, PayPal was making me jump through one hoop after another, doing everything they can to get me to close the case and accept the loss, and the entire process was incompetence on top of incompetence. The entire process clearly indicated that PayPal was doing everything it can to side with the Merchant, working off the assumption that the Merchant is innocent until proven otherwise and that myself, the Buyer, is considered " guilty '' from the start and has full burden to proof any wrongdoing. After reviewing PayPal 's Buyer Protection more closely, the wording and policy is immensely weighted in favor of the Merchant and against the Consumer with incredibly unfair and Merchant-friendly requirements like, in the event the Consumer was a victim of a scam and receives materially different, damaged, or defective merchandise, the Consumer is compelled by PayPal to arrange to ship the item back to the Merchant, at the Consumer 's expense, before a refund can even be considered. To add insult to injury, the Consumer is expected to pay for signature confirmation of delivery to make sure the Merchant received the merchandise, even though the Merchant didn't originally ship with signature confirmation. All this expense, inconvenience, and hassle would be paid for by the Consumer, with no possibility of being reimbursed, all so the Merchant who intended to the scam the Consumer can get their merchandise back. Throughout this process, all the Merchant has to do is provide proof that the item was delivered to the Consumer. 

I have provided all documentation requested and jumped through one hoop after another one at PayPal 's behest. Unfortunately, after weeks of dallying, lying, and misleading me, and after one representative after another telling me on recorded lines that my claim is all but assured to be closed in my favor, and that I should expect my refund any day now because I've provided all documentations requested, I have now been notified that my case has been rejected and closed in the Merchant 's favor. This is the reason for this complaint. 

I respectfully ask that the CFPB uses its full authority to look into this matter on my behalf and hold PayPal accountable for its duty to its customers. 

I respectfully ask that the CFPB uses its full authority to demand that my refund totaling {$1100.00} in processed in full and promptly. 

Thank you in advance.

Company response to consumer: Closed with monetary relief