Consumer complaint received 2022-07-28
Company: Paypal Holdings, Inc
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Confusing or missing disclosures

Complaint:
I made a purchase online XX/XX/XXXX the purchased went thru PayPal for payment. when I received the item, it was wrong. I reached out to the seller. But was getting nowhere. so, I filed a dispute with PayPal on XX/XX/XXXX. I also filed a dispute with my credit card company. I called PayPal because the charge of {$880.00} disappears from my account on PayPal, plus when I try to look up the dispute on my PayPal account. it is showing me that I have no dispute on record for the dispute case number I receive from PayPal # XXXX. So, I call up PayPal about this. they tell me it is because I signed in as a guest. I told them that I didn't sign in as a guest because I had to put my credit card information in. I felt this was wrong. the woman on the phone said she could help me. I said I have information that I need added to my dispute. so, I sent it to her in an email. At this time, I told her that I filed a dispute with my credit card company. She said to me that I can only have one dispute, that it would have to be PayPal or my credit card company. I told her at this time that I wanted PayPal to handle my dispute. She said to me, no problem XXXX XXXX we will take care of you. the call ended. because she informs me, I could only have one dispute. I called my credit card company and canceled the dispute with them. a few days later I call PayPal so I can email them more information about my dispute. I tell the woman I am speaking with that I canceled the dispute with my credit card company. she says nothing to me, and I send her the email with the information. I wait the ten days and call PayPal to see how my dispute is going. Now PayPal is starting to give me the runaround. ask to speak with a supervisor he is also giving me the runaround and says I should try to work it out with the seller. I have been in contact with the seller the whole time trying to work it out. no one is telling me that my dispute is canceled with them. I come to an agreement with the seller. I called PayPal up on XXXX XXXX speak with a woman name is XXXX XXXX I tell her I need some information about my dispute. she tells me that she can help me and ask me what the problem is. I tell her what is going on and that I am having a lot of problems with this. I explain everything to her, and that the seller and I came to an agreement. I send her a email showing her this. she tells me that she is going to puts me on hold while she reviews this. she come back and tells me that she sent an email to the seller giving them 3 days to pay me the XXXX that we agree to. and if they don't, that PayPal would close the dispute in my favor and give me XXXX. I was surprised at what she told me, so I asked her again what she said. and she said the same thing. I repeated what she said, and she said yes. I was so surprised. I even told her I was just calling for information. and praised her and said PayPal needed more people like her. I wait the 4 days call back on XX/XX/XXXX to tell them I didn't receive any money from the seller so when would I get my XXXX back. The person on the phone tells me that she was wrong in what she said to me. I ask to with a supervisor. I get a supervisor his name is XXXX. I tell him the whole story and ask him to listen to the phone call that I had on XX/XX/XXXX at XXXX a.m. He says he will, and he will call me back the same day. I say ok and hang up the phone. I get a call from the woman XXXX. and she is trying to tell me that I heard her wrong. I tell her no, I heard you and even asked you to repeat it more than once. I said what a mess this is, and I just want my money back. now she says that PayPal will give me a XXXX toward shipping cost. told her no way. call ended. XXXX calls me back and says he listen to the call twice to make sure he heard everything right. He told me that he filed a report on this in sent it to a supervisor named XXXX. and he would make a decision on it. that he couldn't. I asked about the report and what he thought and said in the report. he said the woman was wrong and that I should get the XXXX because of what she said in the phone call. 
I will say this, if PayPal would have told me that my case was canceled because I filed a dispute with my credit card company in that phone call, I had with them at the begin of this. I would have never canceled my dispute with my credit card company, but they didn't tell me that. They said they would take care of me. Also, on that XX/XX/XXXX call. what I was told. I feel that PayPal owes me the XXXX this whole thing is one mistake after another from PayPal

Company response to consumer: Closed with explanation