Consumer complaint received 2025-12-04 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: Paypal Holdings, Inc
State: CA

Complaint narrative:
b'I am submitting this complaint regarding PayPals mishandling of a Buyer Protection claim and the unprofessional treatment I received while attempting to escalate the matter.\n\nTransaction Details:\n\t\tSeller: XXXX XXXX XXXX  XXXX XXXXl, XXXX XXXX XXXX XXXX XXXX)\n\t\tPayment Date: XXXX\n\t\tAmount: XXXX\n\t\tItem Advertised: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXn\t\tItem Received: Poor-quality XXXX XXXX with a different texture and performance than advertised\n\nSummary of the Issue:\nI purchased XXXX  that was advertised as XXXX XXXX XXXX XXXX  after discussing quality and XXXX  pattern with the seller via XXXX. XXXX XXXX  is durable and withstands washing, styling, and heat, unlike XXXX XXXX.\n\nWhen the XXXX  arrived, it initially appeared acceptable. In the XXXX  industry, sXXXX XXXX  can appear visually similar to XXXX XXXX before washing, styling, or applying heat. Because I was out of state at the time, I installed the XXXX  out of necessity and planned to evaluate it upon returning home.\n\nAfter proper use, the XXXX  tangled, shed excessively, matted, and melted when heat was appliedclear evidence that it was not XXXX XXXX XXXX, but a synthetic mix. This was inconsistent with the advertised product.\n\nSellers Response:\nThe seller requested photos and directed me to a return process through an XXXX portal showing a refund of only XXXX. They also suggested the XXXX  was a different curl wave, which does not explain the melting, matting, or rapid deterioration. It appears the seller may have changed their XXXX  account, which raises concerns about fraudulent activity.\n\nPayPals Handling of My Claim:\nI filed a dispute with PayPal and submitted photos comparing the XXXX  as advertised and the XXXX  I received. Despite this evidence, PayPal denied my claim, stating it was materially similar and therefore not eligible for Buyer Protection. My appeal was denied a third time, and I never received proper notification of this decision.\n\nCustomer Service Conduct:\n\t\tRepresentatives incorrectly claimed my claim was denied due to a 30-day return window, which is inconsistent with PayPals 180-day Buyer Protection policy.\n\t\tMultiple representatives refused to transfer me to a supervisor.\n\t\tI was disconnected multiple times after being placed on long holds.\n\t\tInformation provided was contradictory and unprofessional.\n\nRequested Resolution:\nI am requesting:\n\t1.\tA full review of my case by PayPals Executive Escalations team.\n\t2.\tReversal of the denial decision based on clear evidence that the XXXX  was falsely advertised.\n\t3.\tA full refund of XXXX.\n\t4.\tA review of the customer service handling of my calls.\n\nI relied on PayPals Buyer Protection for a purchase that was misrepresented by the seller. The failure to properly investigate my claim, combined with unprofessional customer service, has left me without resolution. I request that CFPB intervene to ensure PayPal corrects this issue in accordance with its consumer protection standards.'

Company response to consumer: Closed with explanation