Consumer complaint received 2024-09-09 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: Paypal Holdings, Inc
State: MA

Complaint narrative:
I made a purchase for XXXX XXXX XXXX kits on XXXX for {$2000.00} USD on XX/XX/XXXX. On XX/XX/XXXX, my package arrived in XXXX while I was out of state. I video called on the XXXX and asked my daughter to open the package. When she brings the package to the phone, it is much smaller than a box that would fit XXXX, let alone XXXX XXXX XXXX kits, and she expresses it feels like there's nothing in it. But there was definitely a small object that rattled inside when the box was shook. We began screen recording the opening. There was nothing but a small plastic hook in side. 

The item was supposed to have purchase protection but I didnt trust XXXX having never done business with them, knowing the price was too good to be true and having heard horror stories. So I purchased it with XXXX layers of protection. XXXX, Paypal and XXXX. 

I immediately reached out to XXXX. The site seemed like it wanted me to mark that I received the items to open a dispute, so I instead spoke to a live agent. They marked the item as shipped and it still wouldn't let me open a dispute. The service rep opened XXXX and directed me on where I could check the status. When I logged in it briefly said the transaction was disputed, but there was nothing listed in the disputes section they had directed me to and I had received no confirmation of a dispute being opened. Then the dispute status also disappeared. So I reached out to PayPal. Also on the XXXX and filed a dispute. 

Paypal seems to be run 100 % by an AI system these days. So I explained all of this to Paypal and they just kept asking for more info. Before any finding in my favor they started telling me to send it back. They literally want me to send this plastic hook back. Fine, whatever. I asked can I get the address in English? I no longer have the empty box, someone threw it out, and my video is too blurry to make out the address. No response. I can't see sellers responses, which seems unfair... how do I defend if they are lying? But, maybe the seller sees my questions and responds but only Paypal sees it? XXXX. I know that I asked for the address XXXX  times. At XXXX point they wouldn't let me add anything but a tracking number. I had to enter XXXX to bypass it so I could further communicate. At another point it required me to upload something in order to communicate. I sent a pic of my dog. I don't know what else to do. It's going on a month. They keep changing the resolution date. All I am getting is generic responses. I reached out in the AI chat and asked for the address and it had no idea what I was saying. They forwarded the convo to a live agent who will get back to me. Maybe. 

Frustrated with how Paypal is handling this, I went to dispute with XXXX. There is an incomplete dispute on the transaction. Seems Paypal contacted them/opened it? So I can't dispute it through them at this moment. The funds are temporarily reversed and everyone seems to be waiting on Paypal. 

Thanks to Paypal I just learned an easy scam. Sell an item at a price that is too good to be true, send a small random object, don't include a return address and demand your item back for a refund. I feel like I should publicly promote this in order for them to make the necessary changes to their dispute process. 

Everytime I respond, they say they will review the info and get back to me and they never do. The dispute process is a time wasting scam. It seems that when their generic responses don't work, they just wait to see who gives up responding first. I have been a Paypal customer for XXXX years. There was an issue with my last dispute as well. This isn't buyer protection. This is a racket. They weren't always like this. 

My last dispute was for {$13.00}. I ordered food from XXXX Eats and didn't receive a {$13.00} dollar add on item. I disputed on XXXX Eats and they offered me a {$5.00} credit which I thought was ridiculous, so I contacted Paypal. Paypal found in my favor and refunded the {$13.00}. Kept the tax though. This isn't the first time either. Next time I ordered from XXXX Eats, they charged me the {$13.00} again. I disputed it and this time Paypal found in their favor because it was in line with my previous transactions. I provided the receipt so this shouldn't have happened if someone was actually reviewing the case. I demanded the evidence they used to find in their favor and they ignored me. Guessing they didn't denand evidence from XXXX Eats. I again demanded it and rather than give it to me they reversed the charge. There was no evidence. This is nothing but AI. Basically, I usually order from XXXX, where tips are expected and allowed. It shows up as XXXX transactions. XXXX for the food and XXXX for the tip. This time, I ordered in XXXX. XXXX doesn't allow tips for delivery drivers so it isn't even an option when ordering. There was no investigation. They had no evidence the {$13.00} transaction was valid. I ended up deleting my XXXX Eats account. In case you haven't noticed, I think XXXX XXXX and Paypal need to be investigated for this. XXXX Eats shouldn't get to recharge people for disputes they won. 

Back to the XXXX guns. I'm sure they could request a receipt from the seller showing the size, weight and tracking number for the package. It is literally on the package. I'm sure they can send me the shipping address if they want the hook back so badly, better yet a preapid shipping label. They are trying to keep over {$2000.00} because I am unable to return a XXXX cent hook due to them refusing to provide the address. They are keeping this pending and prolonging the case resolution which is preventing me from disputing with the more competent XXXX XXXX. 

Buyer protection shouldn't be this complicated. 

If they say they are reviewing the case, someone should actually be doing that. AI doesn't count as a review. 

Return addresses should be provided through the Paypal system so that there is no confusion or disputes about the seller receiving it. How does Paypal know the address on the box is the address on file? They can easily claim it wasn't received or sent to the wrong address. 

Live agents should be available. 

Buyers should be able to see sellers responses and defend themselves from misrepresentations. 

There should be a XXXX to 14 day deadline to resolve disputes. Like banks. It seems Paypal is allowed an indefinite amount of time to prolong these disputes.

Company response to consumer: Closed with explanation