Consumer complaint received 2025-05-19 00:00:00
Product: Credit card — Store credit card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: Paypal Holdings, Inc
State: CA

Complaint narrative:
This is regarding PayPal pay in 4 payments. On XX/XX/XXXX | purchased on item XXXX XXXX XXXX ( XXXX ) online via PayPal pay in 4 payments. The purchase was for {$47.00}. It was {$38.00} for the item, and {$8.00} for shipping totaling {$47.00}. On XX/XX/XXXX, I returned the item via XXXX mail as an option of return for XXXX XXXX XXXX. I never wore the item and it was in perfect condition. On XX/XX/XXXX I received a confirmation email from XXXX confirming that the package was scanned and to allow XXXX business days to receive and another XXXX calendar days to process it. On XX/XX/XXXX I received another e-mail from XXXX stated that they received the order and they will be issuing a full refund. I know it takes XXXX calendar days to receive and the money and will go back to PayPal and PayPal will return the money I paid to me. I waited the 7 days and nothing. I waited another few days and nothing. I contacted XXXX who said the refund was issued. I then contacted PayPal who said they never received it. I filed a dispute with PayPal on XX/XX/XXXX. They came back with some excuse that " item was as described ''. that was not my issue which I clearly explained in my dispute. My issue was that I did not want and returned it, and seller agreed to issue a refund. So I filed an appeal. After waiting weeks for a response, their response was denied that " it was processed correctly ''. How was it processed correctly when the seller agreed to issue me a refund and the refund was never received ( supposedly ) by PayPal. I also provided PayPal all the e-mails that XXXX agreed they received my item and was issuing my a full refund. I filed another dispute with the same information and they still denied citing some lame excuse that " it was processed correctly '' At this point, on XX/XX/XXXX, I called XXXX and spoke to somebody in customer service, that said they don't know why the refund wasn't processed, but they'll go ahead and issue me a refund again. This time they said it went through. On XX/XX/XXXX, XXXX sent me an e-mail confirmation of my refund went through and I should be receiving it back to my PayPal account in XXXX days. I waited the XXXX days and nothing. I waited even another few days, and nothing came back. On XX/XX/XXXX, I called PayPal again and they said they will open the dispute again. With the lady on the phone, I submitted XXXX screenshots of each e-mail which included the order number confirmation number and the amount going back to PayPal ( it took XXXX screenshots of each e-mail to get the entire email ). I did this while still on the phone with the lady from PayPal. She appealed my dispute. She told me it should be no problem this time because I had my e-mails of the refund of the order number. Although I had e-mail confirmations before but they still chose to overlook them and make some excuse. At this point, I also called XXXX, and they said that the refund was issued back to PayPal, and she does not know where the money went, and that I should contact PayPal again. Today ( XX/XX/XXXX ) we're at XXXX weeks later after the last dispute and I checked with PayPal as I do every day, and it said my claim was denied. I called PayPal and asked to speak with a supervisor. I explained the situation to the lady and I demanded to talk with a supervisor, and if my money isn't returned to me I will be issuing a complaint with consumer affairs and the agency that overlooks them which is you. She came back and said that her supervisor is on another call but she said that her supervisor said is was because the paperwork I submitted wasn't adequate. I submitted screenshots of the e-mail confirmation from XXXX XXXX XXXX of my refund which included amounts and order number. I even took screenshots of the entire e-mail, and lady that was on the phone when I opened up this complaint said she received all XXXX screenshots and that it should be sufficient proof. But yet PayPal still makes excuses to keep my money. XXXX XXXX XXXX said that my refund was issued on XX/XX/XXXX. I have made several disputes with PayPal and more than enough evidence, but they just make lame excuses to keep the money owed to me.

Company response to consumer: Closed with explanation