Consumer complaint received 2018-03-23
Company: Bread Financial Holdings, Inc.
State: NY
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
I purchased a website development service from a website development company called XXXX XXXX XXXX on XX/XX/XXXX between XXXX and XXXX EST. The merchant informed me that I would receive the completed website and files I paid for in a few days to 1 week time period. After 10 days had passed, I informed the merchant I wanted a refund because it was well past the delivery period of 7 days, and the merchant apologized and informed me that they need more time. I told them I must get everything I paid for no later than XX/XX/XXXX. On XX/XX/XXXX, the merchant was still not able to provide me a completed website or even send me the files as promised in the invoice. I filed a chargeback with PayPal Credit within the resolution center of my PayPal account against the merchant on XX/XX/XXXX for item not received. My chargeback was denied on XX/XX/XXXX because of the reason that " Quality of the product and/or service is subjective. No evidence that the product and/or service was misrepresented ''. To clarify any confusion, I immediately called the PayPal disputes department and clarified that my issue was not concerning the quality of the website, but rather that I did not receive a completed website and associated files from the merchant. In other words, I only received partially delivered service from the merchant as far as my website development is concerned and absolutely none of the files the merchant was supposed to send me. On XX/XX/XXXX, I requested that the case be changed from " item not received '' to " item not as described '' which according to PayPal 's own definition means receiving an item or service significantly different from the seller 's description or partially received item ( s ) or service ( s ). I was instructed by PayPal dispute representatives to send all evidence to XXXX which I did. Once I sent my evidence to this e-mail address, I then called PayPal and it was confirmed by PayPal representatives that they received my files and will be forwarding it to the back office that makes the decision on chargebacks. I received an e-mail from PayPal on XX/XX/XXXX informing me that my case was denied because PayPal claimed " there was no evidence to suggest misrepresentation ''. I became frustrated and called PayPal again and told them I did send in all the evidence that they could possibly need and that representatives prior to the decision on XX/XX/XXXX informed me that they RECEIVED as well as FORWARDED my evidence to the back office. PayPal still suggested they don't see any evidence. I told them to look in their inbox and they will find the file. The representative locates the file and this is the first time someone directly uploaded the necessary file onto my case. In other words, I was able to see it as an uploaded file in the Case and Document history within the Resolution Center of my PayPal account. Between XX/XX/XXXX and XX/XX/XXXX, I decided to work with the merchant again to come to terms of getting a refund but the merchant informed me it did not make financial sense for them to issue a refund since they had to spend time defending themselves to PayPal. The merchant also told me that they did not have the time or money to finish the website for me, and instead the merchant would give me a cheaper alternative that I did not agree to or pay for. The merchant said a refund was completely out of the question. I decided that the merchant was not willing to come to any sort of resolution and on XX/XX/XXXX, I filed an appeal to PayPal 's XX/XX/XXXX decision and asked a disputes manager to upload the very important file containing all the compelling evidence labeled " compelling evidence presentation for dispute.pdf '' onto the case. The manager reviewed the file and agreed that the file clearly showed that the website was incomplete, and agreed that it was compelling evidence. Today XX/XX/XXXX, I received an e-mail from PayPal that my case was denied because they have found no evidence that my item was misrepresented. This is absurd as I have records that my evidence was uploaded directly onto the case itself showing pictures that the website is incomplete and that I did not receive any of the files promised by the merchant. Every single PayPal disputes representative that I spoke to confirmed that the evidence in the " compelling evidence presentation for dispute.pdf '' file is considered compelling evidence and clearly shows that the website is incomplete. I just don't know what is going on behind the scenes at PayPal but they are either not opening the files or not properly reviewing the evidence. It is not fair that the merchant should keep my {$590.00} without fully delivering the services I paid the merchant for.

Company response to consumer: Closed with explanation