Consumer complaint received 2025-02-02 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: NV

Complaint narrative:
Subject : Formal Complaint Against PayPal Regarding Unjust Denial of Refund Narrative of Events : I am submitting this complaint to the Consumer Financial Protection Bureau ( CFPB ) regarding PayPals unjust denial of my claim for a refund. The reason provided by PayPal for the denial was that XXXX supplied a tracking number showing the item was delivered to me. However, the tracking number provided by the seller on XXXX was fraudulent, and I did not receive the item. The denial of my refund is based on an erroneous and misleading submission of tracking information, which was confirmed by USPS as being incorrect. 

Timeline of Events : XXXX. Order Placement : I placed an order on XXXX for the product XXXX XXXX XXXX XXXX XXXX Case for XXXX XXXX XXXX on XX/XX/year>, with a total value of {$74.00} USD. 
XXXX. Tracking Information and Delivery Discrepancy : The seller provided a tracking number ( XXXX ) for the shipment. However, the tracking information was incorrect and did not match my address. After reviewing the tracking number with USPS, I was informed that the package associated with this tracking number was delivered to an address on XXXX XXXX XXXX which is not my address. The item was not delivered to me. 
XXXX. Contact with XXXX : I contacted XXXX customer service and provided them with the XXXX confirmation that the tracking number was fraudulent. The customer service agent acknowledged the tracking number was incorrect and escalated the issue to the senior team. They confirmed that I did not receive the package and promised to assist in issuing a refund. 
XXXX. Opening of PayPal Dispute : On XX/XX/year>, I opened a dispute with PayPal for non-receipt of the item ( Case ID XXXX ). I provided PayPal with the correct documentation, including the USPS investigation report, which showed that the tracking number provided by the seller was for a package delivered to a different person at a different address. 
XXXX. PayPals Response and Denial of Claim : PayPal responded to the dispute by stating that the seller provided them with the tracking number indicating the item had been delivered to me. This was false. The tracking number was confirmed by USPS to be for a different package, delivered to a different address. Despite providing PayPal with irrefutable proof that the tracking number was invalid, PayPal sided with the seller based on this incorrect tracking information. 
XXXX. XXXX Acknowledgement of Fraudulent Tracking : In communications with XXXX, they acknowledged the tracking number was wrong and confirmed that they would proceed with issuing a refund. However, due to the ongoing PayPal dispute, XXXX could not process the refund directly. 
7. Final Outcome : Despite the evidence I provided to PayPal, including the fraudulent tracking number and confirmation from XXXX, PayPal denied my claim. They cited the sellers tracking information as proof of delivery, which was not only incorrect but also fraudulent. This decision left me without the product I paid for, and I have been unjustly deprived of my refund. 

Complaint Summary : PayPal 's refusal to issue a refund for a non-delivered item constitutes a failure to adequately protect consumers from fraudulent transactions. PayPal accepted fraudulent tracking information as legitimate evidence, despite my providing irrefutable proof from USPS and XXXX that the tracking number was invalid. PayPals actions have resulted in financial loss and significant inconvenience.

I am requesting the CFPB to investigate PayPals handling of this dispute, as they have failed to uphold consumer protection standards. PayPal should be held accountable for failing to properly evaluate the evidence, especially in light of the sellers fraudulent actions, and for denying me a refund despite clear documentation confirming the item was never delivered.

Company response to consumer: Closed with monetary relief