Money transfer, virtual currency, or money service -- Unauthorized transactions or other transaction problem -- Complaint #18286542
Complaint Overview
Complaint ID: 18286542
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: New York
ZIP Code: XXXXX
Date Received: 2025-12-25T12:00:00-05:00
Date Sent to Company: 2025-12-25T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/year>, I made a purchase with XXXX XXXX XXXX, XXXX using PayPal Pay in XXXX for a total transaction amount of {$140.00}. A portion of the order, specifically makeup powder puffs and a XXXX XXXX charge totaling {$23.00}, was never delivered to my apartment. The carrier marked the package as delivered to my building, but it was not delivered to my apartment unit, even though my full address included my apartment number. Instead, the package was left in an unsecured mailroom, despite posted management signage instructing carriers not to leave packages there. I did not authorize delivery to a shared or unsecured area, and no signature was obtained. As a result of this improper delivery, the missing items were taken before I could retrieve them. I never received those items. I contacted XXXX immediately and requested a refund or replacement for only the missing items. During multiple communications, one XXXX representative confirmed that a refund would be issued, but this was later reversed by another representative, who refused to refund or replace the items and instead demanded unreasonable documentation, such as verification from building management. Because XXXX refused to resolve the issue, I escalated the matter to PayPal under Item Not Received ( PayPal Case ID XXXX, reported XX/XX/year>XXXX ). I provided extensive evidence, including screenshots of XXXX contradictory statements, proof that the package was not delivered to my apartment, and documentation showing the unsafe delivery location. Despite this, PayPal closed the case on XX/XX/year>, solely because the seller stated the item was delivered, without evaluating whether delivery was completed to a secure and authorized location. PayPal required me to continue paying the XXXX in 4 installments even though I did not receive the disputed items. PayPal failed to properly investigate the dispute and relied only on a delivery scan rather than whether the merchant fulfilled delivery to the customer as addressed. I am now being required to pay for items I never received due to improper delivery. I am requesting that PayPal reopen the dispute, conduct a proper review of the delivery failure, and issue a refund of {$23.00} for the undelivered items.
Frequently Asked Questions
What is Complaint #18286542 about?
Complaint #18286542 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 2025-12-25T12:00:00-05:00.
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.