Consumer complaint received 2025-07-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: Paypal Holdings, Inc
State: MD

Complaint narrative:
To Whom It May Concern, This complaint deserves urgent and careful attention. I am reporting a highly irregular and unauthorized payment alteration connected to a XXXX ticket purchase and PayPal processing. The Buy Now, Pay Later method I selected was replaced with an immediate withdrawal from my bank accountwithout my approvaland was followed by repeated dispute denials based on false reasoning. The transaction has now escalated to collections, and I remain without possession of the tickets, which are scheduled for delivery mere hours before the event date. 
Attached to this submission youll find a detailed timeline of events and supporting screenshots that document misleading practices, unethical resolution handling, and a troubling disregard for consumer rights. My complaint is focused, factual, and fueled by a deep concern over accountability and fairness in digital payment systems. 
I ask that this matter be investigated thoroughly and resolved appropriately. 
Sincerely, XXXX XXXX Preferred Contact : XXXX To Whom It May Concern, I am filing this formal complaint to report misconduct and consumer harm related to a {$5000.00} ticket purchase made via XXXX with payment processed by PayPal. I selected PayPals Buy Now, Pay Later ( BNPL ) option at checkout. However, the transaction was switched post-submission to an immediate direct withdrawal from my bank accountwithout my authorization. 
Upon noticing this discrepancy, I immediately contacted both XXXX and PayPal. XXXX claimed the issue was PayPals responsibility. I pursued multiple disputes with PayPal, each rejected without substantive investigation or acknowledgment of the actual issue. Instead, PayPal falsely concluded that the tickets had already been deliveredwhen in fact, they are not scheduled to be made available until XX/XX/2025 at XXXX XXXX, mere hours before the concert in XXXX XXXX. 
This misrepresentation creates financial exposure and logistics challenges, especially as I reside in XXXX, MD, and planned travel with ten individuals. Prior to purchase, XXXX advertised the tickets as instant download. Post-purchase screenshots confirm the delivery method was changed to " mobile transfer '' with access delayed until the concert date. Their suggestion to resell the tickets is unethical given that I do not yet possess them. 
After repeated contact with my bank on XX/XX/2025, I was advised to block further unauthorized withdrawals. PayPals multiple debit attempts interfered with my daily banking, resulting in the need for a new card. My first proper dispute ( Case # XXXX ) was finally opened on XX/XX/2025. PayPal denied the case on XX/XX/2025, stating falsely that the tickets had already been delivered. An appeal was dismissed within moments, again relying on the same incorrect reasoning. At no point did PayPal address the true cause : the unauthorized switch of payment method. 
Following this, my PayPal balance was sent to collections, and a final interaction included a concerning remark from a representative that seemed intended to provoke rather than resolve. These interactions suggest not only poor investigation, but potentially coordinated avoidance of accountability between PayPal and XXXX. 
I am requesting CFPBs assistance in : - Investigating the unauthorized payment change and post-purchase misrepresentation. 
- Reviewing PayPals dispute process and inaccurate denial reasons. 
- Addressing the collection activity on a contested transaction involving undelivered goods. 
Order & Case Details : - XXXX Order # : XXXX - PayPal Case # : XXXX Attachments Provided : - Timeline of events - Screenshots showing ticket status post-purchase ( not available until XX/XX/2025 at XXXX PM ) I am withholding one key documenta screenshot showing the originally selected BNPL payment methodin case further legal action becomes necessary.

Thank you for your time and attention. I respectfully request a formal investigation and resolution. 
Sincerely, XXXX XXXX Preferred Contact : XXXX XXXX

Company response to consumer: Closed with non-monetary relief