Consumer complaint received 2026-04-22 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: AE

Complaint narrative:
b'I am submitting this complaint regarding PayPals failure to provide accessible and effective customer service and its failure to properly address disputed transaction(s) on my account.\n\nThe disputed amount totals approximately XX/XX/XXXXtowards E-XX/XX/XXXX and the dispute id is PP-R-BFX-614 513 483.\n\n1.I became aware of the problem involving these transactions, I contacted PayPal to report the issue and seek assistance. I explained the disputed amount(s), the transaction date(s), and why I believed the transaction(s) should be reversed, refunded, investigated, or otherwise corrected.\n\nSince that time, I have made repeated good-faith efforts to resolve this matter directly with PayPal. Over the last three weeks, I called PayPal customer service twenty times in an effort to resolve this matter.\n\nDuring those calls, I specifically requested to speak with a U.S.-based representative or supervisor because I was having difficulty understanding the representatives I reached and because my issue was not being resolved. Despite those repeated requests, I continued to be routed to offshore representatives.\n\nOn my most recent call, PayPals representative stated that there is no longer any American customer service and that all customer service representatives are located in XX/XX/XXXX. While I cannot independently verify whether that statement is accurate, that is what I was told by PayPals representative. If that statement is true, it raises serious concerns regarding PayPals ability and willingness to provide effective support to U.S. customers. If it is not true, then I was provided misleading information while attempting to resolve a financial dispute on my account.\n\nThe actions I took were as follows: I reviewed my account activity, identified the disputed transaction(s), contacted PayPal by phone on multiple occasions, requested escalation to a U.S.-based representative or supervisor, explained the disputed amount, and attempted repeatedly to obtain a clear response and resolution. I also submitted a dispute through the Resolution Center / uploaded supporting documents / provided screenshots / sent messages through my account / appealed the decision numerous times.\n\nThe actions PayPal took were as follows: PayPal routed me repeatedly to offshore representatives, failed to provide the requested escalation, failed to provide meaningful or effective communication sufficient to resolve the matter, and as of XX/XX/XXXX XX/XX/XXXX, has not adequately resolved the disputed amount. On multiple occasions, PayPal denied the dispute / closed the case / failed to explain the decision / gave inconsistent information / did not provide a meaningful response]. PayPal failed to act or provide appropriate customer service that could apply basic reading comprehension to solving the dispute.\n\nAt this point, PayPals customer service process has effectively denied me meaningful access to assistance regarding disputed financial transaction on my account. I have made repeated good-faith efforts to resolve this matter directly with the company, yet I have been unable to obtain proper escalation, competent assistance, or a fair resolution. This has created an unreasonable barrier to customer service and has interfered with my ability to address disputed amount(s) on my account.\n\nI am requesting that PayPal provide a written response to this complaint, clearly explain the basis for its handling of the disputed transaction(s) totaling nearly 176 euros, explain its escalation process for U.S. customers, clarify whether U.S.-based customer service remains available, and ensure that my matter is reviewed by an appropriate escalation team capable of clearly addressing and resolving the issue. I also request that PayPal preserve all call recordings, internal notes, routing records, dispute records, account contact history, and any other documentation related to my repeated attempts to obtain assistance and resolve the disputed amount(s).'

Company response to consumer: Closed with explanation