Consumer complaint received 2025-03-24 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: Paypal Holdings, Inc
State: TX

Complaint narrative:
XXXX : I made a payment for 'goods and services ' via PayPal in exchange for a fee where they advertised that I would have rights under their Buyer Protection Policy. Seller informs me she received the payment but because I selected payment for goods and services, PayPal was showing a 30-day hold. We mutually agree to cancel the transaction, and process the payment elsewhere, as the Seller could not wait 30-days for funds to clear in order to begin any work, as our conversation shows. The following day, a payment via wire transfer is issued to the seller, in the belief that this was a mere technical difficulty the 'Seller ' was phasing and confident there'd be absolutely no issue with the refund as I was protected. In my conversations with the Seller on the consecutive days, she states that it won't let her cancel the transaction and issue my refund stating that I would be the one needing to request it. As such, on XX/XX/XXXX, I opened a case dispute on the matter adhering with PayPal 's Buyer Protection Policies. I learned sometime before the 90th day of submission that PayPal had closed my claim and denied my case without giving me the opportunity to present my case or without providing any updates or information of their decision on the exclusive platform where they instruct clients to manage claims. My extreme disappointment and disagreement with the matter this was handled let to the case reopening on XX/XX/XXXX. My case would continuously fail due to the manner in which PayPal wanted me to upload my evidence via submission through their APP, and my inability to access the account due to their internal and/or technical issues ( details found in supporting docs and timeline ). 
From then on forward, I continued sending Notices, Disputes, and Demands vesting a significant amount of time and energy into something that should have never been so difficult. These went from my Notice of Dispute and Request for Resolution Letter sent XX/XX/XXXX, followed by 'Notice of Dispute and Request for Refund ' Letter sent as the cover letter to my documentation that I was finally able to process through their APP on XX/XX/XXXX, following a XXXX dated Final Demand for Refund Letter, and yet another Notice they received via signature card collected by the courier which was my last and final demand on XX/XX/XXXX. Regretfully none of which were ever acknowledged, confirmed or processed with the importance and care that they merit just like any paying customer would expect to receive from a company of this XXXX. Nonetheless, PayPal 's actions or lack thereof, have been in clear violation of the policies they publicly advertise ( much more detail found in the timeline and attachments. We did not even receive a formal response or acknowledgement from their legal department beside the signature confirmation our courier submitted that the legal documents and letters served on them had been received. Even after providing them our data and documentation and more than one way, repeatedly for months, our last correspondence from PayPal received by email on XX/XX/XXXX, mentioned our case was appealed yet again because of the same issue they continued to allege of not receiving any documentation on our part, even though my evidence can show that we have continued sending our evidence throughout these past months by more than one means of submission with proof that they received it. At this point, and after exhausting all other resources attempting to recover something that we are entitled to and are owed by the promises PayPal made, we are confident that without legal action or without the aid of a governing power, we will get absolutely nowhere and after the year spent continuously fighting for this refund that has caused us great harm, our time and resources vested will only go to waste. Ultimately, PayPal has continued to violate their own policy and has failed to uphold the standards they publicly represent to live by, and putting their interests first before ours even while having a duty of care to the handling and managing of our money no matter how big or small it may seem to them.

Company response to consumer: Closed with explanation