Consumer complaint received 2022-09-28
Company: Paypal Holdings, Inc
State: UT
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
On XXXX XX/XX/XXXX, I made a personal selling agreement with a company called XXXX XXXX to sell my XXXX XXXX XXXX points. I successfully sold my points to them and received {$980.00} for XXXX points. The money was received through Paypal, which is designed by the buyer ( XXXX XXXX ). My login info of the XXXX account was sent to the buyer, On XX/XX/XXXX, I received an email indicating that a total amount of XXXX points was used to redeem a ticket for XXXX XXXX XXXX ( buyer 's client ). This indicates the selling was complete. 

On XX/XX/XXXX, I received an email from Paypal stating that the buyer disputed the amount of money they sent to me and claimed they did not receive the item, which is a fraud because they actually redeemed the points on XX/XX/XXXX. The email from Paypal suggests me resolve with the buyer personally with a deadline of XX/XX/XXXX. I communicated with the buyer on Paypal several times, and the buyer still denied the receiving of points. Thus I escalated to Paypal on XX/XX/XXXX, with receiving an email from Paypal asking me to wait until Paypal contacted me with more info. 

I have been waiting after I escalated the case to Paypal and hoping they could help me resolve it since the buyer keep denying it. However, after 2 weeks of waiting, I logged in to my account and found my case was CLOSED. I replied to the case within the defined deadline, but my escalation information was completely ignored by Paypal. And the case was just closed without any replying back to me or any contact to me. I was confused and called customer service around XX/XX/XXXX, to ask why they closed the case without any reply to me or contact me. The call took me 20 minutes to get through a human. The first agent did not understand my case well, and he kept asking for proof if shipping items. I explained it was a digital sale of XXXX points, and I explained that I uploaded all screenshots of the buyer purchasing the tickets with my points. The agent did not help resolve this at all, so I asked to get his manager on the phone. 

The manager firstly mistook my two opening cases, then he kept repeating what I uploaded in the case. I asked him to reopen the case and investigate for me, he kept saying other things to distract me, then he accused me that " you made a mistake that you sent your personal info to a stranger. '' I told him one of the reasons Paypal exists is to allow people to sell personal items no matter physical or digital, and that was the only way I could sell the points to them. Then he stated that my screenshot was not convincing enough to be proof of sending s because the name of the tickets did not match the money sender 's name. I explained to him that the buyer is the company that does this kind of business, and the tickets are for their clients, that's why the name wouldn't match. 
After a while of communication with this manager, he suddenly hung up my call and never called me back. The case remained closed as for now, and I did not get my money back, and I lost my XXXX points too. 

To conclude : 1. Apparently, I met a fraud company that claimed to buy my points and purposely withdrew the money after sending and denying the purchase. 
2. Paypal did not resolve my case righteous nor fairly as they stated in the email, and automatically closed my case without any form of contacting me, which is completely against what Paypal promised in the email. My case was arbitrarily closed before Paypal took any action to resolve it. 
3. I did not receive justice from Paypal handling this fraud, I lost my money and my items, but Paypal refused to communicate with me, ignored my escalation, and purposely hung up my call in customer service. 
Only because the fraud company knows the rules of Paypal, it doesn't mean that i have bear the lost myself with Paypal trying to do anything for the victim.

Company response to consumer: Closed with monetary relief