I recently ordered an item using PayPal to process payment for the purchase. I completed the billing/postal information on the merchant's website to be delivered to my current address and processed the payment accordingly. A few days later I received confirmation that the item was delivered to a different address to the one I had specified when making the order. The address to which it was delivered was a former address of mine (2 years ago now). This address was removed from my PayPal account over a year ago and is no longer one of my addresses on my account. My primary address and billing address is as per the address I completed when making the order and where the order should have been sent/billed to. I don't know why PayPal still has my former address linked to my account when this was removed. I had never used the merchant website before and therefore the only body that would have information relating to my former address would be PayPal. I raised a dispute regarding this issue, requesting a refund as I had not been sent the item I ordered due to what I believe to be a fault with the PayPal payment portal. The error has resulted in an item and my personal information being sent to a random person without my permission. I am therefore out of pocket and could be subject to fraudulent activity on my account. PayPal have denied my claim on the grounds that the merchant has provided valid tracking information. PayPal have disregarded the actual problem with this dispute being that the order was changed to be delivered to an incorrect address without my permission. The tracking information actually proves that the delivery was made to the incorrect address. The order was completed to be delivered to the incorrect address without my permission and as such the tracking information will appear to reflect the final order. This was not the address I had completed/submitted when making the purchase and was changed through the Payment Portal. Does anyone have any advice on this matter, or has experienced a similar issue? I have now taken this forward with the Financial Ombudsman on the grounds that I have not received an item I have paid for and also that my personal information has been sent to a random person without my permission.
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