Money transfer, virtual currency, or money service -- Other transaction problem -- Complaint #17841679
Complaint Overview
Complaint ID: 17841679
Company: Paypal Holdings, INC
Product: Money transfer, virtual currency, or money service
Sub-Product: International money transfer
Issue: Other transaction problem
State: California
ZIP Code: 92677
Date Received: 2025-11-30T12:00:00-05:00
Date Sent to Company: 2025-11-30T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Older American
Consumer Narrative
XXXX XXXX Phone : XXXX Email : XXXX Date : XX/XX/year> To : Consumer Financial Protection Bureau Re : Complaint Against PayPal , Inc. Improper Denial of Buyer Protection Case Case ID : XXXXXXXX Dear CFPB Reviewer, I am filing this complaint because PayPal wrongfully denied my Buyer Protection claim despite the fact that I fully complied with every requirement to return an item that was not as described. I purchased a custom gown from a merchant using PayP al. The gown was delivered in the wrong color. Through the Resolution Center, the merchant agreed to a full refund of {$130.00} USD if I returned the item. Accordingly, I returned the item using USPS with tracking number XXXX on XX/XX/year> to the exact address provided by the merchant and shown in the attached PayPal case record. I uploaded proof of shipment to PayPal on XX/XX/year> including the USPS receipt, photos of the package with the bilingual ( XXXX and English ) return address, and the customs form. Despite this complete compliance and proof, PayPal closed the case on XX/XX/year> incorrectly stating that no valid proof of return was provided. This is false and contradicted by PayPals own case timeline notes, which confirm I submitted the tracking number and supporting documents on time. I contacted PayPal phone support multiple times and was eventually told a supervisor would reopen the case. However, no reopening occurred and no written response was provided. PayPal has given inconsistent information and has not corrected their error. I am requesting that CFPB require PayPal to honor its Buyer Protection policy and refund the full amount I am owed : {$130.00} USD Merchant refund for returned item {$52.00} USD USPS shipping cost paid Total : {$180.00} USD All supporting evidence is included in the attached package : PayPal Resolution Center case record pages Tracking information and USPS receipt ( XXXX ) Photos showing item return and USPS acceptance Merchant refund agreement Thank you for your help in correcting this situation. Sincerely, XXXX XXXX
Frequently Asked Questions
What is Complaint #17841679 about?
Complaint #17841679 was filed against Paypal Holdings, INC regarding Money transfer, virtual currency, or money service specifically about Other transaction problem. It was received by the CFPB on 2025-11-30T12:00:00-05:00.
How did Paypal Holdings, INC respond to this complaint?
The company responded with: "Closed with monetary relief". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Money transfer, virtual currency, or money service) and describe your issue in detail.
Can I see other complaints against Paypal Holdings, INC?
Yes, visit the Paypal Holdings, INC company profile at readthecomplaint.com/company/paypal-holdings-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.