Consumer complaint received 2026-04-09 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: FL

Complaint narrative:
I am filing this complaint against XXXX ( a service of PayPal, Inc. ) and its issuing bank, The XXXX XXXX, for violations of the Electronic Fund Transfer Act and Regulation E, 12 CFR 1005.11, in connection with Dispute Case ID XXXX. On XX/XX/year>, I was charged {$1400.00} by XXXX XXXX XXXX ( Transaction ID XXXX ) using my XXXX XXXX debit card issued by The XXXX XXXX. I filed a formal dispute on XX/XX/year>, supported by comprehensive documentation establishing the merchant 's liability, including the merchant 's own booking confirmations showing a system-generated date error, a corrected confirmation showing the merchant 's representative compounded the error and cancelled my primary reservation, timestamped emails and phone records documenting multiple unanswered attempts to contact the merchant before my visit, GPS timeline data independently verifying my overnight travel to XXXX and physical presence at the park, and hotel records corroborating my account. XXXX denied my dispute on XX/XX/year>, without providing any written explanation of its findings as required. I immediately appealed and submitted a formal written appeal with all supporting documentation. On XX/XX/year>, I received an email from XXXX confirming that it was requesting additional information from XXXX XXXX in connection with my case. XXXX violated Regulation XXXX in the following specific and documented ways. First, under 12 CFR 1005.11 ( c ) ( 1 ), XXXX was required to investigate and resolve my dispute within XXXX business days of XX/XX/year>, which was approximately XX/XX/year>. XXXX did not meet this deadline. Second, under 12 CFR 1005.11 ( c ) ( 2 ), the only mechanism available to XXXX to extend the investigation period to XXXX calendar days required that provisional credit be issued to my account within those same 10 business days. XXXX never issued provisional credit. When I asked why, no written explanation was provided. A chat agent later categorized my dispute as " Service Not as Described '' and stated that provisional credit is not available for that dispute type, a position that does not excuse XXXX 's failure to comply with the statutory framework, which conditions the extended investigation window on provisional credit regardless of dispute category. Third, because XXXX failed to issue provisional credit within XXXX business days, it was not legally entitled to the XXXX extended investigation window. Nevertheless, today, XX/XX/year>, which is the XXXX calendar day from my dispute filing date, XXXX 's chat support informed me that it is counting the investigation window from XX/XX/year> rather than from XX/XX/year>, and that it is still awaiting a response from the merchant. This position contradicts the plain language of 12 CFR 1005.11, which measures the investigation period from the date the institution receives notice of the error, not from the date it chooses to contact the merchant. Fourth, when I cited the XX/XX/XXXX regulatory deadline directly to a XXXX agent today, the agent acknowledged the deadline but took no action, stating only that an account specialist would handle the matter. As of the time of this filing, no credit has been issued and no written determination has been provided. The 45-calendar-day window has now expired with no resolution. I am requesting that the CFPB investigate XXXX and The XXXX XXXX for failure to comply with the investigation timeline requirements of 12 CFR 1005.11 ( c ) ( 1 ) and ( c ) ( 2 ), failure to issue provisional credit as required to access the extended investigation window, failure to provide written findings upon denial of my dispute, and failure to complete the investigation within the applicable regulatory deadline. I am seeking a full credit of {$1400.00} to my account and a determination that XXXX 's handling of this dispute violated the Electronic Fund Transfer Act and its implementing regulation. I have documentation supporting every factual statement in this complaint and am prepared to provide it upon request.

Company response to consumer: Closed with explanation