Consumer complaint received 2025-06-20 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: MI

Complaint narrative:
On XX/XX/year>25, I purchased a product on XXXX ( online hair company ) for {$170.00}. On XX/XX/year>25, I contacted XXXX and requested the shipping and tracking information for the product. I was provided with false shipping and tracking information. I informed XXXX that I had contacted the alleged shipping company and was told that my order had not been received. I contacted XXXX again and let them know I no longer wanted the order. I tried to file a claim against XXXX and request a refund through my Paypal app three times was not able to. On XX/XX/scrub>/25, the product was received. It was the same product that was described or advertised on the website. I immediately contacted the seller, XXXX, and requested the company 's return process. The company refused to provide their company 's return policy. It should be noted that the company 's return process is not displayed on the company 's website. 

After a few hours of going back and forth with XXXX I contacted PayPal by phone, regarding the matter. 

I told by a representative my app was not " enabled '' to make claims and the representative was provided with the information for my claim. The representative stated that a claim was made on my behalf, that the resolution process would take 15 days, and to check my email for communication regarding my claim. 

On XX/XX/year>25, I checked the status of my claim and noticed that representative reported my claim " reason '' as delayed or product wasn't received. I called PayPal immediately and corrected the " claim reason ''. The claim reason was changed to " product was not as described or advertised ''. This added an additional week to the resolution timeframe. 

I was informed on the phone and through the PayPal app that my claim was would be resolved by XX/XX/year>25. On XX/XX/year>25, at XXXX XXXX, XXXX responded to the claim 's initial reason of " delayed '' and stated that I received the product. 

This was obvious tactic to prolong the resolution process without taking responsibility for falsely advertising the quality of their products. XXXX 's " answer '' to the claim added an additional week to the resolution timeframe. 

Paypal advised that the claim was set for a final disposition by XX/XX/year>25, and would close automatically in my flavor on XX/XX/year>25. However, on XX/XX/year>25, I contacted PayPal due to a lack of resolution on the claim. I was informed that the resolution email was being constructed and would go out by the end of XX/XX/year>25. 

Today is XX/XX/scrub>/25, a resolution was not provided and the case is listed as pending until XXXX/XXXX/25. XXXX hasn't responded or provide any additional information to prolong the resolution process since XX/XX/scrub>/25. PayPal is now refusing to return the XXXX and is prolonging the process without any just reasoning. I contacted the comapny several times regarding this issue.

Company response to consumer: Closed with explanation