Money transfer, virtual currency, or money service -- Unauthorized transactions or other transaction problem -- Complaint #17926066
Complaint Overview
Complaint ID: 17926066
Company: Paypal Holdings, INC
Product: Money transfer, virtual currency, or money service
Sub-Product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem
State: California
ZIP Code: 92509
Date Received: 2025-11-28T12:00:00-05:00
Date Sent to Company: 2025-11-28T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Servicemember
Consumer Narrative
In XX/XX/year>, I paid {$1200.00} to a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) for architectural retaining-wall design plans for my home. Before sending payment, XXXX displayed a Purchase Protection guarantee on the transaction stating : Buy with confidence rest assured that youll get your money back if you do not receive your eligible purchase. '' This representation induced me to trust the transaction and send the money because of XXXX 's money back guarantee. Despite multiple attempts to obtain the design plan from the seller, the seller never delivered the product. I therefore attempted to file a Purchase Protection claim through XXXX. XXXX app and website did not provide any method to file the Purchase Protection claim. XXXX 's customer service phone number prevented access to a live representative. I contacted Venmo via in-app chat and clearly explained that I needed to file a Purchase Protection claim for item not received. The agent gave incorrect instructions for filing a claim in the app myself. The links they instructed me to follow did not exist in either the mobile app or website so I then asked the agent if they could submit the claim on my behalf, and they agreed. Initially unbeknownst to me, the XXXX agent misfiled my claim as an Unauthorized Transaction dispute instead of a Purchase Protection claim. XXXX emailed me stating that my claim was denied because the transaction was authorized and consistent with my payment history. but their reason for denial was completely unrelated to a Purchase Protection claim and is the wrong legal standard. I notified XXXX that the claim was submitted incorrectly and asked them to correct and reopen the claim. XXXX did not respond. I hired an attorney who sent a written letter to XXXX requesting corrective action and a proper Purchase Protection review. XXXX did not respond to the attorneys letter either. At present : The seller never delivered the purchased service The transaction was clearly eligible under XXXX Purchase Protection terms XXXX system prevented me from filing the claim myself XXXX agent mis-submitted my claim under the wrong category XXXX denied the claim using the wrong legal criteria XXXX ignored multiple follow-up attempts XXXX ignored a formal notice from my attorney This appears to be a failure to honor written Purchase Protection terms, a failure to provide required dispute-resolution access, and a failure to conduct a reasonable investigation. It may constitute unfair or deceptive practices because XXXX displays Purchase Protection guarantees but does not provide a functional method to use the protection.
Frequently Asked Questions
What is Complaint #17926066 about?
Complaint #17926066 was filed against Paypal Holdings, INC regarding Money transfer, virtual currency, or money service specifically about Unauthorized transactions or other transaction problem. It was received by the CFPB on 2025-11-28T12:00:00-05:00.
How did Paypal Holdings, INC respond to this complaint?
The company responded with: "Closed with explanation". 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.