Consumer complaint received 2025-09-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Can't stop withdrawals from your account
Company: Paypal Holdings, Inc
State: NM

Complaint narrative:
The purpose of this notification is to file a formal complaint against PayPal. 
I originally made a purchase of a skirt and matching top from a vendor claiming to be XXXX XXXX XXXX for {$110.00} that was having a going out of business sale. The vendor advised there was a money back guarantee. The item took approximately 4 weeks to receive, and it was not what was advertised. The top I received was the wrong top, the sizing of the skirt was off, and the items appeared to be coated in an XXXX XXXX substance, so it was not as described. When I contacted the vendor for a refund XX/XX/year> I was advised to send pictures, so I did per their request. 

The vendor then came back a second time and requested that I take more pictures but remove the items out of the bag which I sent however, I started to feel like they were giving me the run around, so I contacted PayPal XX/XX/year> to open a claim. While waiting for PayPal to investigate ; the vendor advised me to return the item back to XXXX would be expensive and subsequently offered me a partial refund of {$35.00} so I declined the offer. 

On XX/XX/year> PayPal requested additional information, and I responded. They advised me my case was still under review. 
While I waited for PayPal I started looking to this vendor because the website did not look XXXX, I discovered there were all kinds of complaints about the website scamming customers and discovered there were actually some PayPal customers who were complaining they also had lost money with this fraud so I provided that additional information to PayPal on XX/XX/year> and XX/XX/year>. 

On XXXX PayPal requested additional information from their research department on what was wrong with the items, and I advised them again. I also stated this vendor was scamming customers and questioned PayPal on why this vendor had not been flagged. 

On XX/XX/year> PayPal requested that I show the receipt that I had returned the item in the resolution center, and I already knew to return the item to XXXX was probably going to cost me between {$65.00} and {$70.00} so I did not feel that I should have to pay that. I tried to enter some characters information in the system to get past the screen, however, it would not allow me to move on, so I contacted PayPal customer service. 
The PayPal customer service representative and I informed her that I did not feel that I should have to pay XXXX return of {$65.00} to {$70.00} and she told me since I was an over 15 year valued customer this is what she would do : she would give me a PayPal credit for whatever the shipping cost would be and once the vendor received the return I would receive my {$110.00} dollars ( that would make me whole ). 

On XX/XX/year> I went to the US Post Office and paid {$66.00} to have the package shipped back with XXXX Tracking XXXX and took pictures of the package that was mailed. I went on PayPal under the additional information and uploaded the receipt with tracking number and pictures to PayPal as I had been instructed and waited. 

On XX/XX/year> I received an additional information request from PayPal requesting again what was wrong with the item and I explained again in the notes. I also called the customer service and spoke with XXXX who had an XXXX accent, and he advised me the backend team was reviewing my case. I questioned him about why they were reviewing my case when it was already settled for me to pay {$66.00} dollars for the return shipping, and I was to receive the credit for shipping and my full refund. He advised me not to worry about anything it would be okay ( backend team ) are reviewing the case and I would get my refund. 

On XX/XX/year> I was advised my case was closed because I failed to provide a copy of the receipt for tracking a return. I called PayPal customer service and advised them I did provide proof receipt by advising them it was uploaded on XX/XX/year>. I spent XXXX hour on the phone with an XXXX customer service representative XXXX who told me the number provided on XX/XX/year> was just some unrecognized letters and I tried to explain I could not get pass the screen, so I had to physically call and why didnt they have a record. They advised there was nothing they could do and to contact the XXXX XXXX XXXX since the case was closed and ruled in the merchants favor. I then asked the customer service representative where the call center was located because of the XXXX accent, and they informed me they could not tell me. I requested to speak with a supervisor XXXX who I was on the phone with for over XXXX minutes questioning why my additional notes werent reviewed for XX/XX/year> including subsequent entries showing my tracking receipt. It took this supervisor XXXX minutes to tell me it was overlooked by the customer service representative, so they reopened my case because I had provided the receipt. I was then advised the item was sitting in XXXX and once it was received by the vendor I would get my money back. I questioned her on how long it would take for me to get a refund because it was now over 90 days and she told me that she could not tell. I asked her if they have pictures from the XXXX XXXX tracking number and of the package that was mailed, why am I to be held up until it gets to the vendor and what if the vendor claims they never received the package at what point do I get my money back she could not answer. 

On XX/XX/year> PayPal has again advised me the tracking number from the XXXX XXXX XXXX is invalid and they are denying my case again ruling in favor of the merchant and now I have no merchandise, have paid {$66.00} international shipping to XXXX per their request and lost my {$110.00} from a fraudulent vendor for a grand total of {$180.00}. 

I want my money back PayPal promised to pay me for that transaction {$66.00} to ship the return back to XXXX with XXXX XXXX XXXX and they promised to get my money from the fraudulent vendor who offered a money back guarantee. PayPal should have flagged that scamming vendors account which they failed to do and then they were giving me the run around on my refund. They caused me to lose even more money by agreeing to give me credit for the shipping return and promised to refund my purchase. 

On XX/XX/year> upon going into the PayPal website after they ruled against me stating that I did not provide a valid tracking receipt I saw that they have deleted some of my entries to hide my documentation however I have copies of pictures and receipts. I want to report PayPal for not honoring the agreement to refund my money after I followed their instructions and lost even more money when they ruled against me. They were able to see the item was in customs, but they stated it seems to be locked in customs, so they said the XXXXXXXX XXXX XXXX tracking was invalid. The XXXX XXXX XXXX provided a XXXX XXXX number, and it is not my fault that things are being held up in customs.

Company response to consumer: Closed with explanation