Consumer complaint received 2025-07-28 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: TX

Complaint narrative:
I requested that PayPal : - * * Provide provisional ( temporary ) credits * * immediately for all open dispute cases relating to unauthorized or unreceived transactions, totaling {$2100.00}, as required by federal law ( Regulation E ). 
- Expedite the resolution of all pending disputes involving the following merchants : XXXX XXXX XXXX XXXX XXXX XXXX 
- Accommodate my request for communication and resolution via chat or written message, due to the need for accessibility and record-keeping. 

I specifically asked multiple times for : - All open cases to be escalated for urgent review and provisional credit granted to my account while the investigation is ongoing. 
- Supervisory review and prompt, written confirmation of provisional credits. 
- Consistency in resolution, as provisional credit had previously been granted for a similar transaction. 

# # Describe what happened On XX/XX/year>, and XX/XX/year>, several unauthorized transactions were made from my PayPal account to online merchants ( XXXX XXXX XXXXXXXX XXXX, XXXX ), totaling {$2100.00}. I reported these as disputes using PayPals Resolution Center within the required time frame : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  I clearly communicated financial hardship due to unemployment and urgent medical needs, requesting expedited resolution and provisional credits as required if PayPal could not resolve the cases quickly. Some cases have been open and in review for over XXXX XXXX XXXX XXXX XXXX XXXX  ( far exceeding PayPal 's own XXXX guideline and the federal XXXX timeline ), and others for more than XXXX  days. 

In my support messages and live chat ( copies attached to this complaint ), I repeatedly : - Requested provisional credits under PayPal policy and Regulation E ( federal law ). 
- Noted that provisional credit had been issued for a similar past transaction, and asked for the same protocol to be followed. 
- Asked for escalation to a supervisor ( preferably via message, not by phone ). 

Despite these efforts : - PayPal denied or delayed provisional credits, claiming the disputes were filed as item not received and not unauthorized transactions. 
- PayPal insisted on resolving escalations only by phone, which I can not accept for accessibility/reasonable record-keeping, and would not finalize resolution in writing as requested. 
- PayPal eventually stated that previous provisional credit was a one-time offer, and refused to grant further credits while investigation is pending. 

As of today, all cases are still unresolved and in review, leaving me without access to urgently needed funds in clear violation of Regulation E timeframes. This causes severe financial hardship for me. 

* * Actions I have taken : * * - Submitted all disputes promptly in PayPals Resolution Center. 
- Communicated all details, hardship, and requests in PayPal chat, insisting on my rights under regulation and their own published policies. 
- Uploaded supporting documentation and evidence of account transactions as requested by PayPal. 
- Requested escalation, supervisor review, and written response. 
- Informed PayPal I would file this CFPB complaint if not resolved promptly. 

* * Actions taken by PayPal : * * - Delayed provisional credit. 
- Referred cases to other departments and supervisors but have only offered follow-up by phone or additional waiting time. 
- Denied further provisional credits for pending cases. 

* * Requested resolution : * * - Prompt application of provisional credits totaling {$2100.00} for all outstanding disputes. 
- Expedited and written resolution in compliance with Regulation E.

- Written and accessible communication, not only phone-based.

Company response to consumer: Closed with explanation