Consumer complaint received 2025-11-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: Paypal Holdings, Inc
State: IL

Complaint narrative:
Complaint Title : XXXX  marked Permanent credit issued but never posted funds ; {$20.00} account balance locked for 3+ years request for audit, posted credits, and immediate release of funds Complaint Text : To whom it may concern, I am the verified account holder for XXXX  ( XXXX : [ @ XXXX ], Email : [ XXXX ). This complaint concerns XXXX related and unresolved problems that XXXX  has ignored for over XXXX years : XXXX ) Missing Permanent Credits ( XX/XX/XXXX XX/XX/XXXX ) Between XX/XX/XXXX and XX/XX/XXXX, XXXX  processed XXXX disputes on my account and its internal system shows Permanent credit issued for the following dispute IDs : XXXX XXXX XXXX [ {$500.00} ] XXXX amount : [ {$600.00} ] XXXX amount : [ {$100.00} ] Despite that status, no corresponding credits, reversals, transfers, or outbound disbursements were ever posted to my XXXX  ledger, and I never received any funds. XXXX  support responded only that the disputes were issued and provided no dates, posting receipts, transaction IDs, audit logs, or final determination letters. This is inadequate. 

Under 12 CFR 1005.11 ( Regulation E Error Resolution Procedures ), I am formally requesting documentation and correction. XXXX  must produce evidence of the posting of these credits or explain why they were not posted, and must correct any error by posting the funds or issuing a settlement. 

2 ) Locked {$20.00} balance My XXXX  account currently shows a balance of {$20.00} that I can not access, transfer, or spend in any way. This balance has been effectively withheld since XXXX  processed the disputes and flagged the account. XXXX  has given no explanation and has not provided a legitimate compliance basis for continuing to lock these accessible funds. 

Timeline & Impact : Dispute processing/ Permanent credit issued status : XX/XX/XXXX XX/XX/XXXX. 

Todays date : XX/XX/XXXX. Over XXXX years have passed with no final posting, no audit disclosure, and my funds locked. 

I have lost use of funds and incurred hardship ; XXXX  failure to reconcile or explain is ongoing and egregious.

Relief requested ( I request CFPB assistance to obtain the following ) : Immediate posting of the missing credits to my XXXX  account for the amounts above, or a settlement check for the full disputed total within 10 business days of Venmos response.

Immediate unblocking and release of the {$20.00} balance so I can access and withdraw it within XXXX business days. 

A complete audit package produced by XXXX  showing : posting dates, ledger entries, internal transfer/reversal records, transaction IDs, internal notes or memos regarding each dispute, and any final determination letters issued. 

A clear written explanation of why the credits were marked Permanent credit issued in XXXX system but never posted to my account, including whether funds were escheated, reversed, misapplied to another account, or held in error. 

Confirmation that XXXX  will correct my account notes and provide a statement indicating the resolution for my records. 

Attachments provided : screenshots showing Permanent credit issued for each dispute, my full XXXX  transaction history for XXXX XXXX XXXX and copies of prior written emails to XXXX  support. 

If XXXX  can not produce the requested documentation and either post the funds or issue a settlement check, I request CFPB assistance and referral to appropriate enforcement or further remedies. XXXX behavior marking credits as final while withholding funds and failing to provide audit documentation for over three years appears to violate Regulation E and XXXX own user terms. I ask CFPB to require XXXX  to produce the requested audit logs and to ensure my funds are returned. 

Thank you for your assistance. 

Your contact information : Name : [ XXXX XXXX ] XXXX  Username : [ @ XXXX ] Email : [ XXXX ] Phone : [ XXXX ] Attachments : Screenshot ( XXXX ) showing Permanent credit issued for XXXX XXXX XXXX XXXX XXXX.

Company response to consumer: Closed with explanation