Consumer complaint received 2026-05-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Money was taken from your account on the wrong day or for the wrong amount
Company: Paypal Holdings, Inc
State: KY

Complaint narrative:
I am filing this complaint against both PayPal ( issuer of my PayPal Debit Card ) and XXXX, the merchant. Summary of the issue : XXXX refused a valid return that was fully within the XXXX return policy printed on my receipt, and PayPal refused to process my dispute even after I provided evidence and even after XXXX XXXX confirmed the return was valid. I am now left with XXXX laptops and no remedy. Detailed timeline : XX/XX/year> XXXX, XXXX XXXX XXXX, XXXX, OH I was out of town working when my laptop failed. I urgently needed a replacement. I went to XXXX and specifically asked for a touchscreen laptop. The associate brought a laptop from the back. I purchased it using my PayPal Debit Card. When I returned to my hotel, I discovered the laptop was not a touchscreen, even though that is what I requested. I returned to the same XXXX to exchange it. They checked inventory and told me : No touchscreen models were in stock No stores within XXXX miles had XXXX XXXX did have it I should take the laptop home and exchange it at my local store Because I needed a working laptop immediately for my job, I purchased a second laptop ( the correct touchscreen model ) from XXXX. The receipt for the original purchase clearly states a XXXX return window. XX/XX/year> XXXX, XXXX XXXX XXXX XXXX, XXXX, KY I attempted to return the original laptop. The system would not process the return. The store refused it. XX/XX/year> XXXX, XXXX XXXX XXXX, XXXX, KY XXXX team lead told me she could not override the system error and only the store manager could, but he was on leave. She told me to try another store or call XXXX. XX/XX/year> XXXX, XXXX XXXX XXXX XXXX, XXXX, KY The frontend XXXX also said she could not override the system and refused the return. Call to XXXXXXXX XXXX XX/XX/year> I called XXXX and spoke with a representative named XXXX, who : Reviewed my receipt Confirmed the laptop was fully returnable Confirmed the stores were wrongfully refusing the return Documented my account Attempted to contact the store manager Stated she could not issue a new barcode for an instore purchase Instructed me to file a dispute with my financial institution since the stores were refusing a valid return I followed her instructions exactly. PayPal dispute handling : I filed a dispute with PayPal for a merchant refusal of a valid return. PayPal denied the dispute using a generic template stating that facetoface transactions can not be disputed, which contradicts their own policies regarding merchant refusal. I appealed the decision and provided : My receipt showing the XXXX return policy The dates and locations of all return attempts XXXX XXXX confirmation that the return was valid The fact that I purchased a second laptop because XXXX sold me the wrong XXXX PayPal denied the appeal using the same template, without addressing any evidence. Why I am filing this CFPB complaint : XXXX refused a valid return that was fully within the return policy printed on my receipt, and PayPal refused to properly review my dispute. I have exhausted all internal channels with both companies. I am requesting : A full refund of the original laptop purchase A proper review of the dispute XXXX for XXXX refusal to honor the return policy printed on my receipt Correction of PayPals improper dispute handling I am seeking CFPB assistance to obtain a fair resolution.

Company response to consumer: Closed with explanation