Consumer complaint received 2023-12-25 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: Paypal Holdings, Inc
State: CA

Complaint narrative:
Dear Consumer Financial Protection Bureau, I am writing to file a formal complaint against PayPal, my PayPal account is XXXX. I am outlining a series of concerning issues related to a recent transaction facilitated through their platform. The details of this matter are as follows : I had placed an order for XXXX XXXX XXXX  on from a company that was in business called XXXX. I paid the merchant through PayPal for the total amount of {$10000.00} in XXXX XXXX. The product was being advertised as medium-sized. However, upon their arrival 2 months later. I was dismayed to find that the items were significantly smaller than described, indicating a blatant discrepancy between the product and its initially provided description. I immediately contacted the seller and tried to resolve this matter. The seller apparently passed away an no one was able to contact me regarding this order. I was going back and forth with the shipping department for quite some time trying to figure out while the family handled the passing. 

Complicating matters, I made payments for this order in two separate installments. Subsequently, PayPal initiated two distinct claims for this transaction. To my astonishment, one of these claims was approved, while the other was unjustly denied. Even though the return shipping information that I provided shows delivered PayPal only gave me a partial refund. Approving one claim however denied the second claim/installment for the total amount of {$5200.00}. PayPal said the seller had said that I send a empty box however the shipping information I provided clearly shows that there was XXXX in the package I sent. Each item I bought weighted approximately XXXX pounds each. It is crucial to emphasize that the denial of the latter claim appears to be a mistake, as mentioned PayPal said they wouldnt be insuring me in this case leaving with a partial refund. I was only credited {$4200.00} while the other claim regarding the same installment for {$5200.00} was denied. This lead me to file an appeal to rectify this situation.

Regrettably, my appeal was met with further denial, and I firmly believe this decision was made in error or due to an oversight on PayPal 's part. Importantly, I have taken appropriate measures by returning the items to the seller, supported by concrete shipping information confirming their successful receipt by the seller.

I am submitting this complaint with the Consumer Financial Protection Bureau to request a thorough investigation into these matters and to seek appropriate resolution. It is imperative that PayPal addresses these issues promptly and in accordance with consumer protection regulations.

I appreciate the Consumer Financial Protection Bureau 's commitment to ensuring fair practices in the financial sector, and I trust that your intervention will contribute to the resolution of this matter. 

Thank you for your attention and assistance. 

Sincerely, XXXX XXXX XXXX XXXX ( XXXX ) XXXX

Company response to consumer: Closed with monetary relief