Consumer complaint received 2025-09-12 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: FL

Complaint narrative:
On XX/XX/XXXX, I purchased tickets for the XXXX XXXX concert scheduled for XX/XX/XXXX, in XXXX, XXXX, through XXXX. The total purchase amount was {$1200.00}. 

During the XXXX checkout process, I was presented with a PayPal financing option to Pay in XXXX with no interest. This option was advertised as allowing me to split the total into XXXX equal installments of approximately {$320.00} each. I selected this option, was redirected to XXXX website, authenticated successfully, and was shown the installment schedule, including specific payment dates. XXXX interface also prompted me to choose which credit card to use for these installment payments. I confirmed the selection, accepted the terms, and was redirected back to XXXX to complete the order. At no point was I shown any error message, denial notice, or requirement to submit an additional application. The process appeared clear, straightforward, and successfully completed. 

However, after the order was finalized and I received my XXXX confirmation, I discovered that PayPal had charged my credit card the full purchase price ( {$1200.00} ) immediately, without applying the advertised installment plan. 

I contacted XXXX, who informed me that installment financing is solely a PayPal service and they could not intervene, especially given that the events no refunds policy was disclosed at checkout. I then contacted PayPal directly. The representative admitted this issue happens to many customers but stated that PayPal could not correct the transaction or convert it to installment payments. Instead, I was told there was nothing they could do. 

This experience raises serious concerns : Misleading and deceptive advertising PayPal advertised a XXXX in XXXX installment option, displayed an installment schedule, and collected my authorization for that plan, but then unilaterally charged the full amount. 

Lack of transparency in disclosures At no point was I informed that my installment selection could be disregarded, or that I might instead be charged the full balance. 

Unfair or abusive practice PayPal induced me to choose their service based on advertised financing terms, only to ignore those terms after I had completed the transaction. 

Failure to honor consumer choice I explicitly selected the XXXX in XXXX option and designated a payment method for that purpose, yet PayPal processed the transaction contrary to my authorization. 

As a consumer, I relied on XXXX representations to make a significant purchase. The lack of accountability and transparency constitutes, in my view, an unfair, deceptive, and abusive act or practice ( UDAAP ) under the XXXX XXXX XXXX XXXX. 

I respectfully request that the CFPB investigate XXXX practices regarding its XXXX in XXXX service, require corrective action, and ensure that consumers are not misled by financing options that are not actually honored at checkout.

Company response to consumer: Closed with explanation