Consumer complaint received 2026-04-15 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Charged fees or interest you didn't expect — 
Company: Paypal Holdings, Inc
State: AZ

Complaint narrative:
I am filing this complaint against PayPal for mishandling my dispute and failing to conduct a reasonable investigation, resulting in me being held financially responsible for items I did not receive. I made a purchase totaling approximately {$150.00} from a merchant, XXXX, using PayPal. The order was split by the merchant into multiple shipments. However, those items across those XXXX shipments were never delivered. I opened a dispute with PayPal for the full transaction amount due to these missing items. During the dispute process, the merchant provided USPS tracking information that does not correspond to the specific items in dispute. Instead, the merchant used general tracking for partial shipments to claim delivery of the entire order, and the merchant ( XXXX ) lied to PayPal in order to get the case closed, twice. I had to call PayPal each time and ask them to re-open the case due to fraudulent tracking being submitted, and I had to plead with them to actually look at my evidence showing that the XXXX packages were never delivered. The missing items were not shipped with XXXX, and were shipped via XXXX. I took several hours out of my work day to deal with this, each time. This caused unnecessary stress and grief, to which I am still dealing with to this day. The merchant also issued only a partial refund on XX/XX/year>, covering XXXX item per shipment, while multiple items remain unaccounted for and not refunded. Despite this, PayPal closed the dispute in the merchants favor. XXXX has made this process intentionally difficult for the last 2 months. XXXX acknowledged that my items were never delivered, but refused to issue me a refund while my PayPal case was opened, and even asked me for Bank Statements proving I " closed '' the case. I Informed XXXX that I would not be closing my PayPal case, and I do not need to close the case to get a refund. I also sent XXXX instructions on how to issue the refund, through the PayPal merchant portal. I informed PayPal of this and showed them the correspondence of the merchant ( XXXX ) acknowledging that I never received the items, but refusing to refund me. PayPals handling of this matter is deficient for several reasons. XXXX. PayPal relied on generalized tracking marked delivered without verifying whether the specific disputed items were included. XXXX. PayPal accepted partial refunds as a resolution, even though multiple items remain missing and unpaid. PayPal failed to conduct an item-level review of the transaction. XXXX. PayPal allowed the merchant to use unrelated or incomplete tracking information as proof of delivery. As a result, I am being required to pay for items that were never delivered. I have attempted to resolve this directly with PayPal, including reopening the dispute and requesting a manual review. Despite this, PayPal has not provided a fair or accurate resolution. I have spent several hours on the phone with PayPal trying to get this resolved, just for them to continue passing me around, with no resolution in sight. I have also been informed that I could incur late fees, and this could hurt my perfect payment history that I have with PayPal Pay in XXXX. All because PayPal didnt do their job correctly.

Company response to consumer: Closed with explanation