Consumer complaint received 2025-02-11 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Banking errors
Company: Paypal Holdings, Inc
State: FL

Complaint narrative:
This is a resubmittal of claim XXXX after it was closed without my response to the seller 's misrepresentation of the facts. To begin the date your company has stated as the purchase date is false, the date of purchase was XX/XX/XXXX. Also, your company failed to mention that the information they claim they requested had been provided thoroughly during the claim filing process and in detail. They also did not mention that the email address this communication was sent to was not an active email address and therefore you would had received a delivery failure notification. Therefore, your communication is deemed not successful and in turn I the request or decision was not communicated to me. Even after I had made multiple calls directly to your company this information had not been communicated to me. " Communication '' does not end at a failed email and there should had been either a follow up communication or mention of the request when I called you. This account was created in error because of a typo when paying the invoice. Instead of the system advising me there was no account with the email it, alerting me that there possibly was an error, it created an account. Upon speaking with XXXX on XX/XX/XXXX is when we realized the error and I was able to create an account using they mistyped email address because prior there was none. I was then able to receive and respond promptly to any requests or communications. I am confident that your companies actions are not consistent with your " User Agreement '' nor the law. Under the Credit Repair Organization Act ( CROA ), it is illegal to collect money for credit services until they are completed, making it illegal to collect money upfront. You have allowed this seller to use your platform illegally and instead of rectifying your customer being defrauded, you have lied, withheld information when requested, refused to follow up as promised and unjustly denied a claim that you failed to process accurately. 

Even in response to the initial complaint your company failed to follow up a promised. On XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX I received a call from XXXX with your Executive Customer Advocacy division who stated on the message she would reach back out to discuss this matter with me. However, much like every other promise of a call, it never happened and today I receive this response. To keep from having to actually research the issue your company has limited your efforts at every chance. 



On XX/XX/XXXX your company responded with this : " On XX/XX/XXXX, you created a PayPal account ( " Account '' ) at which time you agreed to PayPal 's User Agreement. On this same day, you provided your XXXX debit card ( " Debit Card '' ) information to PayPal to be used as a funding source and for eligible withdrawals. Later this same day, you sent a payment from your Account in the amount of {$530.00} ( " Payment '' ) to the recipient ( " Recipient '' ), which was funded using your Debit Card. On XX/XX/XXXX, you initiated a PayPal Purchase Protection case for the Payment, stating that you had not received your purchase. At that time, the Seller was sent notifications via email and the Resolution Center advising them you had disputed the Payment and asking for them to work directly with you toward a resolution. On XX/XX/XXXX, you escalated this dispute to acclaim ( " Claim '' ), allowing for PayPal to make a decision. PayPal sent you an email confirming the dispute had been escalated that same day. On XX/XX/XXXX, you received an email asking what was purchased with this Payment, as we needed that information in order to proceed with the case. The email also stated that you please provide any information we ask you to send us within 3 days. If we don't hear back from you within this time frame, we may decide this case in the sellers favor. On XX/XX/XXXX, the dispute was closed without a refund, as we did not receive the requested information from you in the time period stated. That same day, you were sent a notification via email advising you that the dispute was closed with no refund and could not be reopened. In the electronic communication delivery policy it states : It is your responsibility to keep your primary email address up to date so that PayPal can communicate with you electronically. You understand and agree that if PayPal sends you an electronic Communication but you do not receive it because your primary email address on file is incorrect, out of date, blocked by your service provider, or you are otherwise unable to receive electronic Communications, PayPal will be deemed to have provided the Communication to you. Therefore, we are declining your request for reimbursement of the Payment. Nonetheless, I understand that this response is more than likely not the response you were hoping for, but we are confident that our actions are consistent with our User Agreement. ''

Company response to consumer: Closed with explanation