Consumer complaint received 2025-05-26 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: Paypal Holdings, Inc
State: CA

Complaint narrative:
XX/XX/XXXXXXXX XXXX, 2025 I purchased a XXXX  purse from XXXX for {$4000.00}. I used a XXXX credit card linked to PayPal. XXXX XXXX, 2025 notified that Paypal got my complaint from XXXX  Card services that I reported the website as fraud from sketchy responses I got from the merchant. Order was supposed to be 5-7 day delivery still had not received. PayPal as well as XXXX were called to NOT fund the merchant. This was a fraud website. XXXX XXXX, 2025 I come home from a family vacation to find a package at my door from XXXX. I open the box and it is clearly a counterfeit XXXX purse. I immediately report this to Paypal for advice on how to proceed. Advised to reach out to merchant.

XXXX XXXX, 2025 Merchant does not deny that the product is counterfeit. Asks me to send it back to the address that is on the box and NOT the address listed on the website. Woman would not give me her name. The address that the bag was sent to and from is 1XXXX XXXX XXXX XXXX, LA XXXX XXXX XXXX, 2025 After getting the ok email from PayPal to ship back a counterfeit item from the merchant I send it back XXXX  tracking number XXXX. I had to call MULTIPLE times to paypal to report the XXXX tracking number back to merchant and they multiple times said they had no record of it XXXX XXXX  2025 Merchant RR signs for the counterfeit XXXX.

XXXX  2025watching my PayPal account to get my case resolved. No updates. Spoke with at least 15 different customer service agents throughout the month to get a status on the case. Had to retell the story to every single person I spoke with. No one would help or give any real answers. By end of XXXX the I was told by XXXX it would be resolved in my favor. The transaction was never advanced to counterfeit XXXX XXXX spoke with XXXX at PayPal disputes . Said claim was entered as unauthorized purchase. Changed to received counterfeit item. Waiting for phone call response within 5 days No call, no response ever given to me. 

XX/XX/XXXX PayPal closes dispute in merchants favor Fraudulent website XXXX  is still active as of today. The only way to pay for transactions on this website that is advertising authentic goods is thru the Paypal portal. PayPal is allowing the fraudulent merchant to continue to operate without any consequences. PayPal had confirmation that the item was returned but funded the merchant. The merchant has not refunded my {$4000.00}. 

I filed the disput in XXXX, I took the appropriate steps outlined by PayPal to contact the merchant. I provided PayPal the information requested multiple times. The merchant signed for the misrepresented item. All the steps I followed but the case was closed with zero repercussions for the seller and the fake item that was sold to me. My money does not feel protected. As a Paypal client I do not feel secure. This was grossly mishandled and I have a right to a refund. XXXX XXXX under the name XXXX XXXX is doing fraudulent transactions and using Paypal as its platform to continue to defraud people.

Company response to consumer: Closed with explanation