Consumer complaint received 2026-04-19 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account — 
Company: Paypal Holdings, Inc
State: CA

Complaint narrative:
Paypal mishandled a charge dispute that involved battery and injury - agent errors with wrong policy applied to my dispute case on : XXXXXX/XX/XXXX and XX/XX/XXXX and XX/XX/XXXX On XX/XX/XXXX, I had to call Paypal to dispute a invoice transaction for the first time in years my first ever dispute, for a hair extension install service that involved battery from the merchant and caused me significant injury with multiple XXXX XXXX XXXX and XXXX XXXX The Paypal agent I spoke with reviewed my photos, said my case was " really bad and horrible even how the merchant communicated with me and the install looked so bad '' and told me not to worry as they would get my money back and I provided more than enough evidence to get a refund. However, the agent never wrote down the details of the case incident and gave false hope nor properly documented my case nor submitted anything written as I had no access to the transaction center since I had paid through a guest invoice checkout the dispute was not transferred to my account tied to my email or number. So I couldnt add in the information myself and she just uploaded the photos I provided which was XXXX as they only allow XXXX images to be provided. I submitted XXXX screenshots of texts with the merchant refusing to communicate with me and the rest of the XXXX on my XXXX. I had more but the agent told me not to include it as it could be confusing for the investigation which was bad advice. I then received an email from Paypal on XX/XX/XXXX only giving me three days to provide more information as apparently what I gave wasn't enough or provided. I called back on XX/XX/XXXX and spoke to another agent. I provided XXXX more additional photos, XXXX top of the original XXXX photos, and made him recite back to me a summary of my explanation of the SERVICE not the material, and screenshots of my communication with a second salon which emergency removed the weft material and how he said they needed to come out immediately and was the worst install hes ever seen and needed a refund. CODE salon was an independent professional salon and showed proof I was in communication with the salon owner XXXX who confirmed the service was negligently performed and violently so. The first agent told me not to include the CODE salon statement because it would cause confusion but felt this was necessary as I needed proof I had to remove the service causing significant damage and injury additionally to the merchants, XXXX XXXX, install performed on XX/XX/XXXX. She kept hurting me and I told her ow ow ow and it was really too tight and hurting and she refused to listen to me and in her screenshots refused to remedy or refund for the pain and incorrect install that ultimately had to all come out as it couldn't even be loosened due to how she installed all the rows. To which she also over charged me by {$100.00} and I showed the second agent proof of our originally agreed price that she then added more wefts without my consent and upcharged me in the end that I did not authorize. Despite speaking to two agents in depth and submitting XXXX total photos of open wounds, injuries, communications with the merchant and third party verification, Paypal denied my claim within three days automatically it seems without any true investigation. Their denial email stated : " This decision was made because if an item is materially similar to the seller 's description, we do not consider it to be significantly not as described. '' Paypal appliled the wrong policy to my case I believe and didnt properly investigate my dispute. I was disputing a service and improper use of material that caused physical injury and XXXX - not a product that was " materialy similar '' to a description which does not apply at all. Their system is not designed for service nor injury claims and my case has been ultimately miscategorized and denied. I now have no choice but to go to small claims court.

Company response to consumer: Closed with explanation