Consumer complaint received 2020-04-22
Company: Paypal Holdings, Inc
State: AL
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
Using XXXX shopping on XXXX XXXX I purchased a shower rod kit at {$39.00} + {$4.00} for shipping from seller XXXX. 

On XXXX XX/XX/2020 at XXXX I received a shipment email from paypal that item had shipped with a UPS tracking number XXXX. I noted on this e-mail that the shipping wasn't listed separately but the total was the same {$44.00}. This should have shipped to my address which is XXXX XXXX XXXX, XXXX XXXX, AL XXXX. XXXX XXXX I checked on XXXX and noted the package was shipped XXXX XXXX at XXXX a from OH and was delivered XXXX XXXX at XXXX. I checked UPS proof of delivery and it stated delivered to Spanish fort location front door, there were no other details about my address on the proof of delivery. No package was found. I checked my video recordings at this time and nobody was at the front of my house. I submitted a claim with XXXX thinking they had delivered to the wrong address, they sent me a document showing the package had been delivered to XXXX XXXX XXXX XXXX XXXX, XXXX XXXX  al XXXX. I looked this address up and it's 5 -6 miles from my house. I also noted the package weight in XXXX tracking was 0.2 lbs which would have been 50 times lighter than what was expected which aroused my suspicion. XXXX also informed me that the shipper XXXX was an XXXX account which was confusing as I purchased on XXXX XXXX I emailed the seller at this time with no response and several times later with no response Because I used guest checkout for paypal I found it very difficult to open a dispute with paypal but eventually did I talked with an agent and explained the package was delivered to another address and was lighter than I would have expected and that I had proof from XXXX of this. She said she would open the dispute XXXX XX/XX/2020 and allow seller to respond by XXXX XX/XX/2020. I was sent a copy of the dispute on XXXX and then another on XXXX saying they were reviewing the case and would update me. Later that day I received a request denied saying they had received shipment tracking from the merchant that the merchandise was delivered. They did not state where it was delivered. This really frustrated me because of all the information I had provided showed this was obvious fraud and they had still backed this seller. XXXX shopping and pay pal are complicit in this fraud by allowing this to continue. I have since found out that this happens to quite a few based on the cases I reviewed on CFPB. Initially I had assumed they were shipping an empty box to the same zip code and using the proof of delivery which XXXX ground does not provide exact address information to fool paypal ( shame on you for allowing this to happen again and again ) I am no investigator but figured out pretty quickly what was going on but even that was no enough for pay pal. On further research they are using valid tracking numbers to obtain proof of delivery to your city which it seems is all pay pal requires.I have since uploaded the XXXX proof to the ticket on pay pal and have asked them to reopen the dispute but as of yet have not heard anything

Company response to consumer: Closed with monetary relief