Money transfer, virtual currency, or money service -- Unauthorized transactions or other transaction problem -- Complaint #17954697
Complaint Overview
Complaint ID: 17954697
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: Florida
ZIP Code: 33196
Date Received: 2025-11-26T12:00:00-05:00
Date Sent to Company: 2025-11-26T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/year>, I placed an order on XXXX and paid using PayPal. The order total was {$170.00} for two items. I only filed a claim for the item I never received, which cost {$140.00}. Despite providing clear evidence of non-delivery, PayPal repeatedly closed my dispute in favor of the seller, relying only on an invalid tracking number. Details of the Issue The seller provided a XXXX tracking number : XXXX. This is not a valid XXXX tracking number. When entered on XXXX website, it generates an error saying the number appears incorrect. XXXX confirmed to me by phone that their tracking numbers are usually XXXX digits and do not begin with a letter, which means this number can not be from XXXX. Multiple PayPal representatives also told me on the phone that the tracking number shows the same invalid error on their system. I also provided PayPal with screenshots of my conversations with the XXXX seller, where the seller clearly stated that they had canceled the order, so no shipment should exist. Despite this, PayPal continues to close the claim in the sellers favor solely because a tracking number was provided even though that tracking number is clearly fake. I have opened and reopened this case five times, and PayPal appears not to be reviewing any of the evidence I submitted. Why I Am Filing This Complaint I used PayPal specifically because they advertise buyer protection. Instead, I am being forced to pay for an item I never received, based on a tracking number that does not exist in XXXX system. PayPals process seems automated and dismissive of evidence, allowing sellers to provide fake tracking numbers and get away with it. I have acted in good faith and provided clear proof that the item was not delivered and that the tracking number was fabricated. PayPals refusal to acknowledge the evidence has left me with no other option but to seek CFPB assistance.
Frequently Asked Questions
What is Complaint #17954697 about?
Complaint #17954697 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 2025-11-26T12:00:00-05:00.
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.