Consumer complaint received 2026-02-03 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Fraud or scam — 
Company: Paypal Holdings, Inc
State: NY

Complaint narrative:
Hello. I was scammed out of {$12000.00} and PayPal is refusing to give me a refund. The information about my case is listed below. I appreciate your help in this matter. 

I am a retired XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  am writing to formally request an executive-level review and escalation of my PayPal Buyer Protection claim, as I believe my case was closed in error despite clear evidence of fraud and full compliance with PayPals Goods and Services Buyer Protection policy . 


Following my retirement in XX/XX/XXXX, I decided to invest in several high-value collectibles for my familys future. One such item was an XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX The seller identified himself as XXXX XXXX and stated that he was located in XXXX, New York. We discussed meeting in person ; however, he suggested completing the transaction through PayPal Goods and Services, stating that it would protect both parties. 


As a PayPal customer of over 20 years, I was familiar with Buyer Protection and felt comfortable proceeding under Goods and Services. All communications were documented via XXXX XXXX. 


When the seller provided his PayPal payment information, the account was listed under a different name : XXXX XXXX. Given the discrepancy, and due to my professional background, I exercised caution and contacted PayPal Customer Service prior to sending payment. This call should be recorded. I specifically asked whether the account appeared legitimate and whether the transaction would be protected. The PayPal representative advised that the account appeared fine and that they would feel comfortable proceeding with the transaction. 


Relying on this assurance, I sent payment in the amount of {$12000.00} via PayPal Goods and Services. The transaction processed as an eCheck dated XX/XX/XXXX. 


Up until the moment the payment cleared, the seller maintained consistent communication. Immediately thereafter, all communication ceased. The XXXX XXXX listing was removed, and I was blocked by the seller, eliminating my ability to provide a listing URL. 


I promptly opened a dispute on XX/XX/XXXX. Due to upload limitations, I submitted as much documentation as PayPal would allow. I subsequently contacted PayPal customer service twice to confirm whether any additional information was required. On both occasions, I was advised that nothing further was needed and to await a decision. 


On XX/XX/XXXX, PayPal sent a request for additional information. Unfortunately, due to an unusually demanding work week in my new position, I did not see this message immediately. On XX/XX/XXXX, I received notice that my case had been closed due to failure to respond. 


I contacted PayPal immediately and filed an appeal. A PayPal representative assisted me in uploading all requested documentation. I have comprehensive evidence demonstrating that this transaction was fraudulent and that my claim meets all criteria under PayPal Goods and Services Buyer Protection.

This experience has been extremely discouraging and stressful, particularly given my long-standing relationship with PayPal and my good-faith efforts to verify the transaction in advance. A review of both my account history and the sellers account activity should clearly demonstrate which party acted legitimately.

I am respectfully requesting that PayPal conduct a full executive-level review of this matter and reconsider my claim. I believe this case warrants reversal and reimbursement under Buyer Protection. I would like to continue using PayPal with confidence for future transactions, and I am hopeful that PayPal will do the right thing in this matter.

Thank you for your time and consideration. I am available at any time should further information be required. 


Case Details : Case ID : XXXX Disputed Amount : {$12000.00} USD Seller Name : XXXX XXXX XXXX Email : XXXX Invoice ID : XXXX Date Reported : XX/XX/XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation