Consumer complaint received 2024-12-20 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: Paypal Holdings, Inc
State: FL

Complaint narrative:
On XX/XX/year>, I bought what was advertised on XXXX as a New SEALED XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Unlocked. The sellers description stated that the XXXX was sealed, had XXXX of storage, and was unlocked for use with any network. I paid {$1100.00} using PayPal. 

I received the XXXX on XX/XX/year>. When I turned it on and went through the setup, it automatically activated XXXX XXXX XXXX XXXX XXXX linked to the previous owner. I deleted the XXXX  but found I couldnt activate new cellular service because the XXXX XXXXXXXX was already tied to an installment plan. XXXX XXXX XXXX website confirmed this, stating, You cant unlock your device until your installment plan is paid off.

I immediately contacted the seller with a photo of the error message and explained what XXXX XXXX XXXX disclosed. The seller responded : Its weird theres no plan attached to it, but I dont want to cause problems. Please send it back to me ; XXXX solve it with XXXX XXXX XXXX. I already approved your return request. Sorry for the inconvenience. 

The seller provided a XXXX  return label, and I shipped the XXXX back the same day. During transit, XXXX tracking updated to Delivery update, and when I called customer support, they said it seemed the seller changed the return address. Alarmed, I contacted XXXX and explained the situation. On a recorded call, the XXXX agent assured me that if the package wasnt delivered by XX/XX/year>, Id receive a refund that day. 

On XX/XX/XXXX, when tracking still showed Delivery updated, I called XXXX again. A new agent told me the previous agent gave me false information and that XXXX couldnt do anything. I later discovered online via an Attorney from New York 's website, that the seller, using an alias, has a history of fraud. The return label provided listed the sellers alias as XXXX XXXX. However, his actual name is XXXX XXXX, which has been flagged as high-risk due to unresolved transactions and outstanding debts owed to multiple buyers. PayPal and XXXX are fully aware of this and have received all the necessary documents to support this claim. 

With XXXX refusing to help, I filed a dispute with PayPal, selecting the reason Item not as described since that matched my situation. The PayPal dispute form required me to confirm I was willing to return the item, which I had already done. I explained this in their message center and provided proof that the seller accepted the return request for a refund. A PayPal agent updated the dispute to Credit Not Processed and assured me Id receive an update soon.

I provided PayPal with extensive evidence, including : Screenshots of the seller accepting the return. 
XXXX tracking and geo-data confirming delivery to the seller. 
Photos of the XXXX activation error showing it was tied to a payment plan. 
An email from XXXX stating Id get a refund once the seller received the return. 
Order details from XXXX showing the case was closed due to my PayPal dispute. 

On XX/XX/year>, PayPal emailed me requesting a receipt that details your credit. Confused by this, I uploaded my original XXXX receipt as a PDF. Later, PayPal updated the dispute and attached the PDF I had provided, falsely claiming it was shared by XXXX XXXX XXXX. This was completely inaccuratethe document was created and uploaded by me. 

Despite this, PayPal denied my case, claiming the transaction was processed correctly.

I appealed, but PayPal repeatedly requested documents I had already submitted multiple times. Despite all the evidence, PayPal closed the appeal on XX/XX/year>, again stating the transaction was processed correctly. stating, This decision was made because our records show that this transaction was processed correctly I assume that PayPals reason for denying my claimstating, This decision was made because our records show that this transaction was processed correctlyis tied to their request for a copy of the receipt that details your credit. If a credit were issued, it would have been processed through PayPal, as that was the original payment method and the only channel for the refund. Additionally, I submitted a PDF from XXXX order details, confirming that no refund was issued after the system was updated to reflect that the returned item was delivered and received by the seller. 

XXXX also let me down. Under their advice, I left an honest review of the seller, explaining my situation and including a photo of the activation error. However, XXXX removed my review. Now, the seller has both the XXXX and my {$1100.00}. 

XXXX and PayPal have failed to protect me, and Ive lost a significant amount of money due to their negligence and the sellers fraudulent actions.

Company response to consumer: Closed with explanation