Money transfer, virtual currency, or money service -- Unauthorized transactions or other transaction problem -- Complaint #18330989
Complaint Overview
Complaint ID: 18330989
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: Alabama
ZIP Code: 35611
Date Received: 2025-12-28T12:00:00-05:00
Date Sent to Company: 2025-12-28T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/year>, I ordered a pair of XXXX slip-on shoes, for a total of cost of {$59.00}, as a XXXX gift. The XXXX # is XXXX and a screenshot of the order email is attached as file " XXXX XXXX XXXX. '' However, I never received XXXX # XXXX. XXXX marked my item as delivered on XX/XX/year>, but I knew immediately that the delivery confirmation photo, which is attached as file " XXXX XXXX XXXX XXXX XXXX, '' was not of my apartment. I live in a complex with multiple buildings and several hundred residents, and XXXX regularly delivers packages to the wrong address, or not at all. So, I opened a case with XXXX on XX/XX/year> regarding my missing order. XXXX " XXXX XXXX XXXX '' shows my case number and the date. On XX/XX/year>, XXXX responded that my order was delivered correctly. File " XXXX XXXX '' shows their response. So, on XX/XX/year> I contacted the vendor, Journeys, for assistance, since XXXX would not assist me. XXXX ' initial response is attached as file " Initial Response from XXXX Regarding Order XXXX. '' Since I still wanted the XXXX slip-on shoes as a XXXX gift, I submitted a new order through XXXX on XX/XX/year> but requested that it be sent to my parents ' home, since XXXX in their area largely employs veterans and, because of this, is more consistent than there. Also, I planned to spend XXXX with my parents and knew I could gift the shoes at that time. Proof of my 2nd order, which I DID receive, is attached as file " XXXX XXXX XXXX. '' At the time, I was hopeful that I would be refunded for my initial shoe order or else I would not have ordered anything else from Journeys. But I did not hear anything else from Journeys directly. So, on XX/XX/year> I submitted a dispute with PayPal, whose service I used to pay for Order # XXXX. XXXX responded that they required 9-12 business days to contact XXXX. So, I obliged. On XX/XX/year>, with Journeys being unable or unwilling to assist me further, I escalated my claim with PayPal only for them to side with the vendor. Attached file " XXXX XXXX XXXXXXXX '' shows PayPal 's response. Finally, attached files " XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX, '' " XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX, '' and " XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX '' show confirmation photos, as provided by XXXX, of deliveries to my apartment earlier this year. As you can see, my apartment number, XXXX, is clearly visible on the bottom right of my door. I am very disappointed in PayPal, since I have been a customer for over 2 decades and never disputed a charge with XXXX or any other retailer until Order # XXXX was not received.
Frequently Asked Questions
What is Complaint #18330989 about?
Complaint #18330989 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 2025-12-28T12:00:00-05:00.
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.