Consumer complaint received 2025-11-18 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: Paypal Holdings, Inc
State: CA

Complaint narrative:
Subject : PayPal refused to refund {$990.00} for an XXXX purchase where the seller used fake XXXX  tracking showing delivery to the wrong person/address To Whom It May Concern, I am writing to report that PayPal has wrongfully denied my buyer protection claim and refused to issue a refund of {$990.00} for a clear case of non-delivery involving fake XXXX  tracking . 
Details of the transaction : Purchase date : [ insert exact date in 2025 when you paid ] Amount : {$990.00} XXXX order number : XXXX PayPal XXXX ID : XXXX XXXX tracking number provided by the seller : XXXX What happened : I purchased an item on XXXX and paid through PayPal. The seller never shipped the item to me. Instead, they provided a XXXX tracking number ( XXXX ) that shows the package was delivered to a completely different recipient in a different location. 
When I track this number publicly on XXXX, it only displays : Delivered XXXX XXXX, XXXX  with no street address, received by someone named XXXX, and no delivery photo. 
My actual shipping address registered with XXXX and PayPal is [ XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX  XXXX ]. The package was clearly not delivered to me or anywhere near my address. Furthermore, it is XXXX 's Money Back Guarantee that a signature is required for purchases above {$750.00}. 

This is a well-known scam tactic where sellers ship an empty envelope or a {$1.00} item to a random address ( often in the same large metro area ) to generate fake delivered tracking and trick platforms into closing Item Not Received claims in the sellers favor. 
I opened cases with both XXXX and PayPal and appealed multiple times ( at least 8 appeals total ). Despite providing screenshots of the XXXX tracking page clearly showing city-only delivery with no proof it went to my address, both companies repeatedly denied my claim and sided with the seller solely because the tracking status says delivered. PayPal closed my case XXXX as not eligible and refused to request the full Proof of Delivery from XXXX themselves, even though their own policy requires tracking to show delivery to the buyers registered address. 

PayPals refusal to properly investigate or contact XXXX for the actual delivery address has caused me to lose {$990.00} to an obvious scam. 
Requested resolution : I am asking the CFPB to require PayPal to : Reopen my case XXXX XXXX Obtain the full Proof of Delivery from XXXX  for tracking number XXXX, Confirm the package was not delivered to my registered address. 
Immediately refund the full amount of {$990.00} to my original payment method. 

I have attached ( or can provide upon request ) : Screenshots of the XXXX tracking page showing only Delivered XXXX XXXX, XXXX  Screenshots of my XXXX order showing my correct shipping address Screenshots of all PayPal and XXXX case correspondence and denials Any additional evidence the Bureau needs Thank you for your assistance in resolving this matter. 
Sincerely, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX  XXXX XXXX XXXX [ PayPal account email : XXXX ]

Company response to consumer: Closed with explanation