Consumer complaint received 2024-03-19 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account — 
Company: Paypal Holdings, Inc

Complaint narrative:
I made a purchase on XXXX XX/XX/2023 to a vendor in XXXX and used paypal to make the transaction of XXXX. 

The item purchased was had XXXX handles on and the technology in the machine did multiple things. 
XXXX - cavitation ( XXXX loss ) and radio frequency ( skin tightening ) handle XXXX - radio frequency ( skin tightening ) and vacuum ( drainage ) handle for face XXXX - same as above but handle for body ( rf & vaccum ) XXXX- XXXX ( muscle stimulator ) and electroporation ( helps product penetrate the skin ) As per all of their advertising on their website, the product manual, they advertise the radio frequency as skin tightening. 
This is very important function of what i needed from the machine as removing XXXX causes skin to sag. 

When i received the machine and used it, i realised it was causing skin sagging. 
After doing some research about the frequency, I found that specific frequency causes XXXX loss and not skin tightening. When I reached out to the vendor, they told me the website and user manual was incorrect and they had advertised it wrong and needed to change it. 
Based on this, I told them the product was not fit for purpose and asked to return the machine, they said it would cost too much to return. 
So I asked them to send me out a new machine, they refused. 
At this point, I turned to Paypal as I had all the evidence to show the product was falsely advertised, XXXX XXXX for purpose and I wanted my money back. 
The dispute was logged in XXXX due to my busy schedule, but I was well within the XXXX  days to log my dispute. 

Paypal declined my dispute stating the product was quite similar to what was advertised. 
I then spent months going round in circles with them explaining that they did not understand that despite it LOOKING like the picture, the technology inside was not the same and it could not be used for work. 

A couple of months ago I finally managed to speak to a guy on the phone at Paypal and he said he could help me and he thought the reason Paypal kept refusing my dispute was due to me logging it under 'described item different ' or something along those lines. 
He then changed the reason and I ended the call confident it would finally be resolved. 

Unfortunately, I was immediately notified by an automatic message that the case was closed due to the time period. 
The original dispute was logged in XXXX, it was still the same dispute but just a technicality on XXXX behalf. 

Despite me requesting over and over and over again for Paypal to log a complaint, each and every time I receive the same replies, telling me I am over XXXX  days, or XXXX of the most recent replies asked me to log in from my computer and restart the messages for security reasons ( makes no sense at all, I still have to input my password when I message from my phone ). 
Paypal are refusing to acknowledge my complaint of which I am trying to make about the way they have handled my dispute- they were provided all of the proof the vendor confirms they falsely advertised the product, the dispute was raised inline with their time scales, they will not log a complaint or provide me a deadlock letter. 

Please can you help, I am really running out of patience with going back and forth with them.

Company response to consumer: Closed with explanation