Consumer complaint received 2024-08-10
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: Paypal Holdings, Inc (NY)

On Monday, XX/XX/XXXX at XXXX I purchased a pair of {$600.00} XXXX  XXXX ( discounted to {$180.00} pre-tax ) from XXXX using PayPal 's Pay-in-4 split pay feature, using my XXXX XXXX as the funding payment method. I placed my order and went about my day. The next day, Tuesday XX/XX/XXXX, my order shipped via XXXX. The XXXX tracking number provided was XXXX. The package was picked up by XXXX on Tuesday, XX/XX/XXXX, and was out for delivery Wednesday, XX/XX/XXXX, at XXXXXXXX XXXX The package was delivered at XXXX XXXX on XX/XX/XXXX without any kind of signature confirmation required. I was at work all day, but I was aware that a delivery had happened. At about XXXX XXXX., an unknown person was let into the apartment building by a neighbor who was exiting for a smoke. This man went to the 5th floor via the elevator and then walked down to the 4th floor from the 5th floor, appearing to be scanning the area. for packages. He went down to the third floor, and then made his way to the second floor where I live and he located my package. On my XXXX  camera, as well as on multiple different high quality cameras that the building was kind enough to provide me with, he was caught on camera taking the package into the staircase between the second and first floor, opening the package and removing my items, and then disposing of the shipping box in the third floor trash room. He then left the building. I was not aware that a theft had occurred until I returned back home from work around XXXX XXXX that day. When I noticed that there was no package in front of my door nor in the lobby by the mailboxes, I immediately opened my XXXX  camera and looked to see if there was anything abnormal. I then found footage of the theft. I called the local police precinct to ask them what I should do and they informed me to call XXXX  and to file a police report with officers. I did so. After compiling the video footage from my own XXXX camera as well as from the building, alongside the official police report, I reached out to XXXX the same night as the theft. I spoke to somebody on the phone and explained the situation, and a claim was opened with XXXX  to investigate further steps. I was under the impression by the agent I spoke with that I would be protected by XXXX because I had not received my order and this was not my fault. I had even asked the representative what would happen if the claim was denied by XXXX  to which I was told, " don't worry, XXXX will take care of you.. From then on, I was not too concerned. The next day, a detective from the XXXX visited my apartment while I was at work. We spoke over the phone since I was not there to answer the door for him. We discussed the events that happened and I provided him with all of the footage I received, which he then had added to my police report filing. I was informed that facial recognition is going to be run on the thief, since we had such high quality video including multiple full-face angles. I continued to not be too concerned because I was under the impression that I was protected financially for this loss by either the merchant, the payment processor or my credit card company. Later on that evening of Friday the XXXX, I received an email from XXXX informing me that the claim was rejected by XXXX due to the package showing as delivered and that XXXX was refusing to take responsibility for the stolen package. I was shocked to read this, so I reached out to PayPal where I made my purchase through knowing they had buyer protection. I explained the situation and was met with very similar verbiage that they will not be responsible for a package being stolen. I was baffled that their buyer protection policy, that specifically states if you did not receive your purchase, you will be protected and issued a refund. I was very shocked to hear that PayPal 's buyer protection did not have my back as they have advertised. I reached out to XXXX, who was the funding card for my split pay plan, and was met with the same answer. I called XXXX again and was told the same thing. I was told to continue working with law enforcement, which I am, however I am confused how buyer protection for not receiving your order does not apply to a theft that was very much not in ones control. I do not live in a single family home where someone can just walk up to a porch and walk away with a package, this thief trespassed on the property and I was not home or able to protect myself or the package from the theft. I am currently out exactly {$190.00}. The investigation is still ongoing with the XXXX for the theft, although I am less confident of a positive outcome, as I have seen the responses I received from the merchant, payment processor, and credit card company essentially blaming me for being robbed. What I am seeking is financial relief in the amount of my purchase price from some kind of consumer protection insurance clause that will protect me from this unforeseeable financial loss that was well beyond my reasonable control.