I purchased online a used cellphone from the B&H Camera in NYC. Payment was set up as Paypal 6-mos interest deferred. I returned it a week later as it was up to the spec I needed. No problem as B&H return policy is liberal. They sent a RMA return label to me. I sent the cell phone back. A short while later I received an email from B&H saying that the item was received and that the refund would be processed in three days. Two weeks later and the charge was still on Paypal Credit (PPC).
I called PPC to ask why the was that the charge was still there and the customer service rep said that B&H has not acknowledged the return. This statement was actually not entirely true however as I was to find out later at the time B&H was closed due to the religious beliefs of the management (for instance, they are not opened on Saturdays), and they were closed for two weeks because of this. That does sound crazy for one of the largest camera shop in the USA to close down all operations for two weeks when all others are not on that holiday but that's what they did. It wasn't that B&H had not acknowledged the return but that they were not open to do so. So Paypal Credit instituted a charge back at B&H. And waited for B&H to make the next move. B&H did not. After more phone calls to B&H I found that B&H will not take further action when a charge back is instituted against them. They say that the buyer's refund is included in the charge back. In my mind this is not about receiving a refund from B&H as I have not actually made any payments to PPC since the case went into dispute. I feel the responsibility is on PPC to remove that charge. I have a tracking number that ,when traced, shows that the package was received by B&H and I have an email confirmation from them. This is not about a "refund" but about "removing the charge" and that is PPC's responsibility. But PPC isn't looking at themselves as the problem and is still waiting for B&H to respond. And B&H won't. This case was elevated to a Supervisor's Level at PPC 2 weeks ago. At the time when it was raised I was told someone would email me and that hasn't happened. So this case is in limbo. No one on either side is doing anything about it and come March 3, 2019 I will owe $138.56for a cell phone I do not own.
Payment was made via an installment plan via Paypal Credit (PPC).
A month after returning the item the charge was still on PPC. I called PPC customer service (CS) and explained the above. They moved me to PPC Disputes and Disputes opened a "case".
Upon opening the case, which I later found, PPC institutes a charge back to the vendor. I didn't know nor ask them to institute the charge back. I thought they were going to take a more concentrated action into my case. But that was not the case. They merely institude this charge back to B&H and waited for B&H to make the next move.
B&H did not. After more phone calls to B&H CS I found that B&H will not take further action when a chargeback is instituted against them. They say that the buyer's refund is included in the charge back.
Yet the charge remains on PPC to which PPC won't make a move until B&H responds about the completed return. And B&H won't respond to PPC because they feel the customer has his return via the charge back and so the case is closed to them.
For me, I have an email from B&H acknowledging the return of the item and I have a Fed Ex tracking number that verifies that the item was returned. I need someone from either party to remove the charge from PPC.
It's not about money owed me. I haven't paid on the PPC installment yet.
But I could go round and round here but I'm still stuck in the middle. There has been no resolution. I had contact with Mr. Henry <removed>, an omnibudsman at B&H. It was he who said that B&H wipes their hands clean oc charge back cases.
So Paypal is waiting for B&H. And B&H will not move forward on this until Paypal ac
I need to drop the charge back which I did. Yet that didn't resolve my problem as the charge remains on PPC.
Post edited by Moderator to comply with Community Guidelines.
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