Consumer complaint received 2016-09-13
Company: Paypal Holdings, Inc
State: MI
Product: Credit card
Issue: Other

Complaint:
On XXXX XXXX, we have taken out a credit account with PayPal Credit to purchase some auto parts in response to an ad on XXXX 's webpage. The ad stated no interest on purchases over {$100.00}. Our autoparts totaled approx. {$500.00}, so we knew this would be perfect for what we needed to fix our vehicle and no longer have to share a car. We got approved for the credit for {$1700.00}, and went right online to order the parts shipped to store to be able to go and pick them up right away. The first representative tried to tell us that we needed to make multiple first small purchases to get credit history with the credit line in order to have the payment go through. We stated this is n't what the ad said, and that we would n't be forced into racking up the credit with small purchases before making a large one. At that time the rep said to try to wait 24-48 hours for some security settings to reset and try again. We tried again on Friday, and it still did n't work. When calling the rep this time, she said that we can not do ship to store due to security and can only do ship to home or instore purchases at select retailers. I told her the ad did n't say that, and I needed the parts right away to fix our car. She helped us by looking up in their system and found that XXXX is a partner to accept purchases in store - so we then went to XXXX on Saturday to pick up the parts. After visiting the second store for parts ( the first did n't have it in stock ) we went to buy the parts and the payment did n't go through. I called PayPal AGAIN, and after being on hold for 40 minutes while waiting in the store we were told we needed to use the phone that was connected with the account due to security. Soo we went home, picked up that cell phone and drove back and tried again. Again it did n't work. We called PayPal AGAIN and waited another 45 minutes for a rep, this time they are saying they are n't seeing any history of the purchase attempt and have me on hold while they research with their tech support to no avail. the PayPal rep said they will look more into it and call us back the next business day ... At this point, we are figuring there is a connection problem because the assistant manager at the store has said that PayPal has worked there and they have used it. So we decided to wait until Sunday. Sunday came and went, and no call back from PayPal. During this whole time, we have had to be sharing one vehicle and doubling our gas costs to drop off and pick up at eachothers work. So, we have decided to bite the bullet and just order the part on the website to ship to home. Now with all the time that has passed with PayPal not delivering on their advertised services and costing us added gas costs, time, and severe embarrassment, we could have had the part almost here already if we ordered online to ship to our home originally. So.. Here it is late Monday night and I go online to order the part online to ship to home - and the payment YET AGAIN does n't go through. We called PayPal and they said that security has again blocked the transaction, and they will be trying to reset to go through, but they ca n't guarantee and it will take 1-2 hours for the updated to occur and for me to just " try again ''. This is COMPLETELY unacceptable. NO WHERE on the ad did it state we ca n't to ship to store, no where do they say we need to do multiple smaller purchases to qualify for the promo rate, and they DO advertise we could pay instore at XXXX. Yet, it has just been problem after problem. I just want my parts to fix my car and I would expect some compensation for my lost HOURS trying to get this purchase working through PayPay along with the added gas costs. It should never have taken over 6 days to make XXXX purchase I should have been able to pick up the same day as the initial attempt.

Company response to consumer: Closed with non-monetary relief