Consumer complaint received 2026-05-15 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: Paypal Holdings, Inc
State: IL

Complaint narrative:
On XX/XX/year> I filed 3 disputes with Paypal concerning orders I placed from XXXX utilizing my Paypal Debit Card to pay for merchandise. It had been over a month since I placed these orders and have yet to receive my orders. Paypal immediately escalated these disputes to claims whereby Paypal would decide the outcome. I was originally told my complaints would take 5 days to resolve and would be by XX/XX/year>. XX/XX/XXXX came and went and so Paypal pushed the resolution date back to XX/XX/year>. Again XX/XX/year> came and went and Paypal yet again pushed the date for resolution back to XX/XX/year>. I did not hear from Paypal concerning my disputes until XX/XX/year> whereby they asked for information about my orders which I promptly delivered within hours of their request. I was given 3 days to respond or else my dispute would be denied. Paypal then asked XXXX for information giving them until XX/XX/year> to respond. That is an entire month and a half they were given to respond yet I was only given 3 days. I called Paypal on multiple occasions to inquire about my disputes where I was hung up on every time I asked to speak to a supervisor. Never did I get a call back. I finally asserted the fact that since my mastercard was used to make these purchases that I was covered under Regulation E and after XXXX business days with no resolution then I was entitled to a provisional credit. Paypal argued with me claiming I was not covered under regulation XXXX and so would not be getting a provisional credit. On XXXX I was finally given a provisional credit for XXXX of my disputes being the lowest XXXX amounts out of the XXXX disputes. All disputes were filed the same day, for the same reason, with the same merchant, using the same payment source. All XXXX disputes are well past the XXXX business days regulation XXXX says they must issue a provisional credit. I am still entitled to a credit on this XXXX dispute. It has been over a month since I first alerted Paypal to this. On XX/XX/year> Paypal informed me that the XXXX has not responded at all and it has been XXXX days since dispute start date. And they are giving the merchant an additional XXXX days to respond. My dispute reason was changed by Paypal in an attempt to restart the clock so they can continue to keep this investigation open longer. I never gave Paypal permission to change my dispute reason. Regulation E says that since I used my Paypal debit Mastercard that I am covered under Regulation E rules and federal law. Yet Paypal will not give me a provisional credit on my XXXX dispute in the amount of {$240.00}. Even though this dispute involves the same merchant and the same dispute reason with the same dispute date they gave me provisional credit for on my other XXXX cases. The cases have been ongoing for over an entire month with no communication from the merchant. Also Paypals policies say that if a merchant does not respond for XXXX days then the case must be resolved in my favor yet its been over XXXX days with no merchant response and they are giving the merchant an additional more than XXXX days to respond. When I call to argue about this specific issue I am hung up on or told a supervisor will call me back but then noone calls or they do call only to tell me there is nothing they can do. They keep telling me to be patient.

Company response to consumer: Closed with explanation