Consumer complaint received 2025-02-07 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: Paypal Holdings, Inc
State: PA

Complaint narrative:
On XX/XX/2025 I was looking to purchase tickets to a concert on XXXX I am kind of new to buying tickets via XXXX and did not know how much the total cost would actually be with fees included. I clicked until I got to the very last page with the complete total price but did not actually click the purchase button. I don't know if it was a glitch or not, but I received a confirmation order that the tickets were purchased! ( Transaction ID XXXX ) I did NOT want or purchase these tickets. I reached out immediately ( within minutes ) of this " purchase '' to PayPal ( Case ID # XXXX ) to cancel the transaction. They told me that I had to make a formal " claim '' in which I did. I added to the " notes '' section of the claim : " I never hit the complete button and Im not sure how the order went through. I noticed these were not the correct tickets so backed out and did not hit the complete button yet it is showing that it still went through. Id appreciate refund. The transaction just happened a few mins ago. Thank you '' I received the below response once I submitted the initial claim to PayPal : Your info regarding the purchase you made on XX/XX/2025 for {$310.00} USD has been sent. Allow time for the seller to respond. 
Transaction info Case ID XXXX Disputed amount {$310.00} USD Transaction ID XXXX Transaction amount {$310.00} USD Transaction date XX/XX/2025 Seller name XXXX XXXX. 

I waited a day and started to stress and worry that my case wouldn't get quick attention and it was a timely matter on every level. I did some research and read that you can " escalate '' a Paypal claim to make the process happen quicker, so that's what I did on XX/XX/2025. I wanted my money back and I also didn't want to hog tickets that could have potentially been sold to another person that actually wanted them. After " escalating '' the issue with Paypal and submitting, I received the below message : " You have escalated this problem to a claim and we will contact your seller for more information. XXXX XXXX has until XX/XX/2025 to respond to PayPal. Most claims are resolved within XXXX days, but it may take longer. 
We may need to contact you for more information during our review process. If we do, you'll need to respond within the requested timeframe. Otherwise the case may be closed and decided in the seller 's favor '' Moving forward, I received a response on XX/XX/2025 with this message from PayPal : Update on your case We received the case ( s ) you filed on XX/XX/2025. 
We have reviewed this transaction ( XXXX ) and are denying your case ( XXXX ). This decision was made because if an item is materially similar to the seller 's description, we do not consider it to be significantly not as described. 
We're sorry for any problems you may have experienced with the transaction ( XXXX ). 
Transaction information Dispute Case ID XXXX XXXX XXXX {$310.00} USD Dispute Amount {$310.00} USD Transaction ID XXXX Transaction Date XX/XX/2025 PayPal I decided to take it XXXX step further and opened up another claim on the same day, XX/XX/2025 to Paypal ( Case # XXXX ) indicating that this transaction was unauthorized because it WAS. I did not want these tickets nor did I purchase them. 
I received an email back form Paypal XXXX minutes later stating : Thanks for contacting us about your case. Based on the information we received we are changing the reason for filing this case. You submitted your claim because you did not authorize this purchase. 
We will continue to investigate your case and we'll let you know if we need any further information. 
Dispute Case ID XXXX Transaction Amount {$310.00} USD Dispute Amount {$310.00} USD Transaction ID XXXX Transaction Date XX/XX/2025 I thought Case XXXX was denied and closed, however they changed my second claim for the unauthorized charge ( Case # XXXX ) back to my original claim ( Case XXXX ) that was denied and closed. I don't know why Paypal did this but I don't think they gave my case the inspection it deserved by not starting a brand new investigation. 
XXXX day later on XX/XX/2025 I received a final message from Paypal : We've completed our review of your unauthorized activity case, and weve determined there was no unauthorized use. 
Based on our review, we found this transaction is consistent with your PayPal payment history. 
Based on our review, we found this transaction is consistent with your PayPal history. 
If you want to change your case reason, you can do so in the Resolution Center. You can also check the status of your case there. 
You may request a copy of the documents we used in determining the final outcome of the investigation. If you would like to request copies of the documents or have further questions, please email XXXX. 

I have been with Paypal for as long as I remember and I am very dissatisfied with how they treated this situation. I am not someone to complain or cause issues but this is a big deal to me. I did not want these specific tickets and they are a lot of money. I feel that I deserve a refund. I did everything I could and contacted them right after the order went through. XXXX hadn't even " processed ' the order yet. Paypal could have cancelled this transaction and did not. I am a single mother so every cent of my money counts especially in this day and age. 

I intend on making a complaint with XXXX as well but they have disclaimers everywhere noting that all sales are final. I feel that Paypal should be the company held responsible to help me with this matter since they are directly connected to my banking account.

Company response to consumer: Closed with explanation