Consumer complaint received 2026-05-01 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: Paypal Holdings, Inc
State: FL

Complaint narrative:
( FULL UPDATED JOINT COMPLAINT ATTACHED - JOINT COMPLAINT TO XXXX XXXX / PAYPAL XXXX XXXX XXXX XXXX ( XXXX ) is a licensed luxury travel agency based in XXXX, Florida. This escalation complaint is filed jointly against XXXX XXXX XXXX ( XXXX ) and PayPal, Inc. ( PayPal ) for their coordinated failure to properly investigate and reverse two fraudulent, bad-faith chargebacks totaling {$30000.00} USD for fully rendered, non-refundable travel services protected by executed XXXX credit card authorization forms bearing verified IP addresses and electronic signatures. On or about XX/XX/XXXX, XXXX spoke directly with XXXX, a member of PayPals consumer advocacy team, for approximately one hour. PayPals representative explicitly confirmed that the final chargeback adjudication decisions in both matters the determinations to side with the cardholders were made by XXXX XXXX as the issuing bank, not by PayPal. XXXX XXXX made these determinations despite being presented with executed, legally binding XXXX authorization forms, vendor payment records, booking confirmations, and non-refundable contractual terms signed by both clients before any charges were processed. This complaint demands that XXXX XXXX and PayPal jointly reopen, re-investigate, and reverse both chargebacks. XXXX further provides formal notice that absent satisfactory resolution, its next step is direct legal action against XXXX XXXX for bad-faith chargeback adjudication under the Electronic Fund Transfer Act, UDAAP provisions of the Consumer Financial Protection Act, and Florida FDUTPA XXXX XXXX XXXX XXXX XXXX et seq. ). XXXX arranged and fully delivered international flight services for the XXXX XXXX, totaling {$23000.00} USD. Prior to processing any charges, the XXXX family executed a XXXX Credit Card XXXX XXXX with a verified electronic signature and IP address, expressly authorizing the charge and acknowledging in writing that all services are strictly non-refundable. Services were rendered in full and vendor payments were disbursed by XXXX before any chargeback was initiated. B The First-Party Chargeback Fraud The XXXX family XXXX a chargeback for {$23000.00} with XXXX XXXX XXXX XXXX claiming non-receipt of services. Under federal law and AmExs own policies, this constitutes XXXX XXXX XXXX the deliberate misuse of the dispute system to recover payment for services actually received : XXXX authorization form bears verified XXXX address and electronic signature executed prior to ticketing expressly consenting to the charge. Authorization expressly acknowledges that all services are strictly non-refundable and that no monetary refund will be issued under any circumstances. International flight services were fully rendered and delivered as booked ; vendor payments were disbursed by WGY on behalf of the clients. The XXXX cardholders are related to XXXX XXXX their simultaneous chargeback filings constitute a coordinated pattern of first-party fraud. The claim of non-receipt is a deliberate misrepresentation made to XXXX XXXX to circumvent a binding, signed contractual obligation in violation of the authorization terms. XXXX arranged and fully delivered travel services for XXXX XXXX totaling {$6900.00} USD. Prior to processing any charges, XXXX XXXX executed a XXXX Credit Card XXXX XXXX with verified electronic signature and IP address, expressly authorizing the charge to her XXXX XXXX card and acknowledging that all services are strictly non-refundable and that only a credit memo, not a monetary refund, XXXX be issued. Services were rendered in full and vendor payments were disbursed by XXXX before the chargeback. B The First-Party Chargeback Fraud XXXX XXXX initiated XXXX chargeback for {$6900.00} through XXXX XXXX XXXX XXXX monetary recovery for services received under a contract that expressly prohibited any monetary refund : XXXX authorization bears verified IP address and electronic signature executed prior to any charges expressly authorizing the charge and waiving all right to monetary refund. Signed authorization explicitly provides that the sole available remedy is a credit memo not a monetary refund, and expressly not a chargeback. Services were fully rendered and delivered as agreed ; vendor payments were disbursed by XXXX. XXXX XXXX is related to the XXXX family cardholders the coordinated simultaneous filings constitute deliberate first-party chargeback fraud. By initiating a chargeback, XXXX XXXX affirmatively misrepresented her contractual position to XXXX XXXX and sought to circumvent binding terms she knowingly signed. XXXX XXXX XXXX XXXX XXXX as Final Adjudicator Per PayPals advocacy representative XXXX, the final adjudicatory decision in this matter was also made by XXXX XXXX. XXXX failed to : Apply the contractual credit-memo limitation as a controlling merchant defense under 12 C.F.R. 1026.12 ( c ) before adjudicating. Recognize the executed XXXX authorization with verified IP address as dispositive Compelling Evidence under its own published merchant policy. XXXXonduct the Reg. Z 1026.13 required independent merchant-side investigation before awarding the chargeback. Identify the coordinated related-party pattern between XXXX and XXXX filings XXXX which independently required escalated review. PayPal Primary Obligations 15 U.S.C. 1693 et seq. ( EFTA / Reg. E ) Dispute resolution obligations for money transmission services ; failure to adequately advocate for and transmit merchant evidence to the final decision-maker. 12 U.S.C. 5536 ( UDAAP ) Failure to conduct and transmit a reasonable merchant dispute investigation, contributing to the financial harm XXXX sustained. XXXX CFPB XXXX XXXX ( PayPal/Bill Me Later ) PayPal is under documented regulatory obligation to properly handle merchant billing dispute escalations. This complaint implicates the same category of conduct.

Company response to consumer: Closed with explanation