Consumer complaint received 2019-09-18
Company: Paypal Holdings, Inc
State: OR
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
I purchased a software service from XXXX XXXX XXXX XXXX on XX/XX/XXXX for the amount of {$2900.00}. I had their service for a little over a month and had cancelled conference calls, very poor results and therefore reached out to merchant for a refund. They said they would review the campaigns and get back to me with a solution. They got back to me end of XX/XX/XXXX and said they thought they could still help out and get the results we were looking for. They would have a senior account specialist take over the account moving forward. We gave them about a month and still had poor results. We then requested again to have a refund. Merchant said they would issue one. After about a month went by, we are now in XX/XX/XXXX, the merchant said they were having an issue with processing the refund. Transaction happen with my XXXX XXXX XXXX XXXX ( Visa ) and  was processed through PayPal. Merchant said they needed another method to process refund ( Ex. Wire Transfer ) I sent them over my banking information. They acknowledged they received it and that my information was sent over to their payments processor. This was in XX/XX/XXXX. This is the last communication I have with the merchant. At this time I knew most likely they would not be issuing a refund and that I would have to rely on Paypal and/or XXXX XXXX XXXX to get this handled for me. On XX/XX/XXXX I contacted XXXX and started a dispute. I received a letter asking for additional information on the dispute. I sent in what was requested. I then received another letter later in XXXX saying that they needed some additional information. I then sent that information over to them. On XX/XX/XXXX I received a claim denied letter because they did not receive the proper documentation. I called them up and they reopened the claim and I sent in again the information they requested. I received another letter on XX/XX/XXXX saying it was denied again because they did not receive the correct information. Only this time the letter asked for additional info that the first letter did not ask for. I then sent this information over to them. I called again and they verified they received the documents that they needed and would review and get back to me. I received another letter on XX/XX/XXXX that denied my claim. I called again and they reopened again on XXXX, XXXX, XXXX. I sent in more information that they requested. I called on XX/XX/XXXX and they said that they claim was reopened and denied on the same day because it had been the 3rd time they  asked for information and did not receive it. I would get a different answer from each person I spoke to about this over the course of the last 2 months. The couple of people I spoke to the last time on XXXX, XXXX, XXXX they said they were not able to do anything because it was submitted to Visa and Visa denied because it was over 120 days since the transaction. Since Visa denied it, they never contacted the Merchant over the last 2   months at all. Paypal said they would help with the investigation but XXXX never reached out to them. I contacted Visa and they said since they were not a banking institution they could not do anything and it would have to be handled by XXXX. I have sent XXXX proof from the merchant that they would give me a refund twice and have been in constant contact with them up until XX/XX/XXXX when the merchant would no longer communicate with me. They knew if they could push it out this long, they would most likely get away with it, without any repercussions. XXXX did no research or any communication to paypal or merchant during the last 2 months and kept sending me denial letter or request for information that they already had. Between VISA, XXXX XXXX XXXX and Paypal since it's past the 120 or 180 days they allow they are not willing to do anything. I told them there had to be exceptions since I had proof that I was in constant contact with the merchant and they agreed to give me a refund multiple times from XXXX, XXXX up until XX/XX/XXXX. I have contacted Paypal a few times over the last 2 months regarding this and they kept saying that since it was out of the 180 day period there was nothing they could do?? Really? They have supposedly sent requests to the merchant asking to refund me, but they have no documentation that supports this. I spoke to them again on XX/XX/XXXX asking for this and the lady I spoke to said she would contact their back office to get what information they could and send another request to the merchant. I have told them that the information they have on the merchant is wrong. Their phone number does not work and they obviously were out to benefit themselves financially for a service that does not work. Paypal seems to be ignoring these questions as well and not doing anything about my complaints on the merchant or willing to help get this resolved.

Company response to consumer: Closed with explanation