Consumer complaint received 2025-12-05 00:00:00
Product: Credit card — General-purpose credit card or charge 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: NC

Complaint narrative:
I am filing a complaint regarding a missing refund of {$240.00} connected to items I returned to XXXX on XX/XX/year>. XXXX issued XXXX refund confirmations ( {$28.00}, {$96.00}, {$150.00} ), all marked as being sent to the original form of payment ( PayPal XXXX in XXXX ). However, PayPal only processed XXXX refund of {$28.00} on XX/XX/year>. The remaining {$240.00} was never returned to me. 

I filed my XXXX  dispute with PayPal on XX/XX/year>. PayPal denied my claim multiple times ( XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ), incorrectly stating that the refund had already posted. In the XX/XX/XXXX denial, a supervisor informed me that XXXX allegedly refunded me the missing amounts via direct ACH, which is factually impossible because I never provided XXXX with my banking information and no ACH deposits exist. Earlier PayPal representatives acknowledged the case was mishandled and only XXXX refund was ever received. 

This dispute occurred during a severe medical crisis. My son suffered a XXXX and became partially paralyzed on the left side of his body. I am his primary caregiver. PayPals mishandling, repeated denials, contradictory information, and the false ACH claim caused significant emotional distress, time loss, and hardship during a medical emergency. 

* * I am requesting the following : XXXX. Immediate refund of the missing {$240.00} ; XXXX. A written explanation and correction of the false ACH claim ; XXXX. A review of PayPals dispute-handling practices ; XXXX. Compensation of {$10000.00} for the severe hardship, emotional distress, and negligence involved. * * I have all supporting documentation, including XXXX return confirmations, PayPal refund records, dispute denials, call summaries, screenshots, and a full timeline. I will upload these materials as attachments. 

XXXX. Original Purchase Order Number : XXXX Order Date : XXXX XXXX, 2025 Total Purchase : ~ {$330.00} Purchased Items : XXXX. XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXX. All XXXX Items Returned In-Store Same Visit Return date : XXXX XXXX, 2025 ( all items together, back-to-back ) Store had technical issues switching between registers. 
XXXX and cashier witnessed system problems. 



XXXX. Proof : XXXX Sent You XXXX Return Confirmations Return # XXXX Placemats {$28.00} Refund delivered to PayPal ( this is the ONLY XXXX PayPal received ) Return # XXXX Flatware {$96.00} Proof email clearly shown Refund never arrived at PayPal Return # XXXX Dinnerware {$150.00} Proof email clearly shown Refund never arrived at PayPal XXXX. Expected Refunds vs PayPal Received Item Amount Status Placemats {$28.00} Received by PayPal XXXX {$96.00} NOT received Dinnerware {$150.00} NOT received Total Missing {$240.00} Still owed XXXX. Key Evidence Showing PayPals Decision Is Wrong You have XXXX XXXX return confirmations XXXX emails show XXXX additional refunds processed PayPal claims a credit has already posted but only XXXX credit was ever posted PayPals own internal notes ( from supervisor XXXX and XXXX ) show : XXXX admitted technical refund issues Only the {$28.00} refund was received by PayPal XXXX XXXX refunds never hit PayPals system PayPal repeatedly closed your case incorrectly by : Misreading partial refund as full refund Looking for XXXX {$240.00} refund instead of multiple individual item refunds Ignoring evidence of multiple XXXX confirmation emails XXXX. PayPal Case Mismanagement Timeline XX/XX/XXXX You open dispute SeptOct You upload full documentation XX/XX/XXXX Case denied ( incorrectly ) XX/XX/XXXX Case denied again XX/XX/XXXX ( XXXX PM ) Case denied a third time XX/XX/XXXX ( Later call ) Case escalated by supervisor XXXX She confirms no record of refunds except {$28.00} She documents store system issues and missing ACH transfers She escalates to back-office But back-office still denies case again claiming refund posted You were told : Back-office has no phone access Only responds by email Timelines unclear Must mail a physical letter for documentation XXXX. Why You Are Owed {$240.00} LEGAL GROUNDS XXXX. Proof of all returns provided XXXX. Proof seller issued all refunds XXXX. Proof only XXXX refund was received XXXX. Buyer Protection requires PayPal to reimburse you if the sellers system malfunctioned XXXX. PayPal must pursue the merchantnot you You have clear, indisputable documentation that refunds XXXX and XXXX never reached PayPal. 



XXXX. Damages/ Hardship You experienced : Repeated incorrect case closures Months of delays Significant customer service failures Mental and emotional distress Unwarranted financial impact XXXX. Your Strongest Leverage You are a XXXX year PayPal user with perfect credit, never had prior issues. 

PayPal is : Not following their own Buyer Protection policy Ignoring documented evidence Incorrectly labeling full refund received Repeatedly mishandling your case

Company response to consumer: Closed with monetary relief