Disputes

[Gubeda1954]

I have been trying to dispute a purchase with PayPal since September 2023 that I did not receive and think was a scam (The website is non-existent). I have filed several disputes with PayPal and heard absolutely nothing back. I have called PayPal countless times and when I can get a human being on the phone they transfer me around and around everyone saying politely they “cannot help me and understand my frustration “. Now on top of the charge, they have added a $30 late fee. I cannot get anyone to help me with this even though my dispute/claim remains “pending” online. I need a Supervisor to help me with this. It is 3 months now and no one at PayPal will help me!

[kernowlass]

@Gubeda1954 

You can only open x1 dispute per transaction so not sure how you can keep filing disputes?

Once closed they can't be re-opened or another opened for the same transaction as it would auto close or not do anything.

So did you open a dispute for non receipt of item not received? Or another dispute type?

Did you escalate the dispute to a claim within 20 days of opening it?

Did the seller provide a tracking number?

Did paypal close the dispute?

[Gubeda1954]

The “dispute” said someone would contact me, but no one ever did. Every time I called ,and no one could help me, I would go into disputes and the message kept saying @ your case is pending. Someone will contact you shortly”. No one did. On the phone, if/when I did reach a human being, they always said “I don’t have the resources to help you” or transferred me around 3x. The PayPal website is a joke. Extremely confusing, not user-friendly at all and of course, if you chose to “chat” , you are messaging with a robot. Basically, they make it impossible for you to resolve the issue. Between the Seller being a scam (with no website and no phone number) and PayPal being THE WORST company too work with for paying a product, I don’t know what else to do. I have learned 2 lessons: never purchase anything on Instagram and I will never use PayPal again. They are outdated, antiquated and ZERO Customer Service. Thank God for Klarna and Affirm!

[kernowlass]

@Gubeda1954 

ok so as you are not going to reply to any of my questions I can't advise further, bye then.

[Gubeda1954]

Do you work for PayPal or are you a community member giving advice?

[PayPal_Meghan]

Hello @Gubeda1954 and @kernowlass, 

Welcome to the PayPal Community, @Gubeda1954. Thanks for starting this one off, @kernowlass!

I'm sorry to hear about the trouble you've experienced with a recent dispute you've opened because you never received an item, @Gubeda1954. @kernowlass is a PayPal Community Forum user who provides great advice and helps countless posters. We appreciate all of the help, @kernowlass! 

@Gubeda1954, it sounds like you opened a dispute (chargeback) with your financial institution and not PayPal. When a case is opened with a financial institution, PayPal is unable to assist you with the case. The information Customer Support has provided you would be accurate. This is a financial regulation and not something that could be changed. Once a case is opened with your financial institution, a new one cannot be opened with PayPal, and any prior opened cases would have to be closed. If the chargeback case has been closed, the financial institution takes 75-120 days to notify us on the backend. That's to allow you the opportunity to appeal your case with them before the official timeframe is over. 

I know you also mentioned a late fee, so that leads me to believe you might have paid with a credit product. Is that correct? If you had used PayPal Credit or a PayPal-branded Credit Card, then Synchrony Bank would be the one you need to reach out to for updates on your case. You can find the contact information for PayPal Credit in this Help Center article and the information for a few of the PayPal-branded cards here. 

I apologize for the frustration and inconvenience this has caused. I hope this information helps to clarify what might have happened and where to go for updates. 

- Meghan

[Gubeda1954]

Yes of course I opened the dispute for non-receipt. I don’t know if I escalated it. I completed the online form and waited to be contacted. The Seller provided PayPal with a tracking #. But I did not receive it. And PayPal has the case “pending” since September stating they are waiting to hear from my financial institution. I called my bank myself and was told since no payment has been made, they cannot help me. So it is still open. I just want them to minus the original charge and now - a late fee!