{"took":226,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":3,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"7176666","_score":32.818726,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"This is a follow-up to my original complaint filed on XX/XX/2023 as follows : COMPLAINT ID XXXX SUBMITTED ON XX/XX/2023 PRODUCT Credit card or prepaid card ISSUE Other features, terms, or problems As I indicated in my feedback to this complaint, the answer provided by Truist was ludicrous and totally unacceptable. As a result, I used figures from their website for all my credit card statements since inception and the FACT is that they still owe me {$220.00} for rewards earned, but unpaid by them. This was NOT a system error, as indicated by my detailed breakdown of charges and rewards owed at 1 %. ( SEE ATTACHED DETAILED BREAKDOWN )","date_sent_to_company":"2023-06-27T19:32:13.000Z","issue":"Advertising and marketing, including promotional offers","sub_product":"General-purpose credit card or charge card","zip_code":"32792","tags":"Older American","has_narrative":true,"complaint_id":"7176666","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRUIST FINANCIAL CORPORATION","date_received":"2023-06-27T19:17:35.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Didn't receive advertised or promotional terms"},"highlight":{"complaint_what_happened":["This is a follow-up to my original complaint filed on XX/XX/2023 as follows : COMPLAINT ID XXXX SUBMITTED ON XX/XX/2023 PRODUCT <em>Credit</em> <em>card</em> or <em>prepaid</em> <em>card</em> ISSUE <em>Other</em> <em>features</em>, <em>terms</em>, or <em>problems</em> As I indicated in my feedback to this complaint, the answer provided by Truist was ludicrous and totally unacceptable."],"product":["<em>Credit</em> <em>card</em> or <em>prepaid</em> <em>card</em>"],"sub_product":["General-purpose <em>credit</em> <em>card</em> or charge <em>card</em>"],"sub_issue":["Didn't receive advertised or promotional <em>terms</em>"]},"sort":[32.818726,"7176666"]},{"_index":"complaint-public-v1","_id":"3156484","_score":9.715851,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"After many phone calls to XXXX XXXX they refuse to answer the phone on a Charge that i never sign or had any dealings with! From a Merchant with no consent nor was any card swipe or used!!!!  THIS MERCHANT STOLE FUNDS MY ACCOUNT CALLED XXXX XXXX XXXX  XXXX XXXX XXXX, XXXX, NY Transportation Edit - $ XXXX-Under the FCBA, your liability for unauthorized use of your credit card tops out at {$50.00}. However, if you report the loss before your credit card is used, the FCBA says you are not responsible for any charges you didnt authorize. If your credit card number is stolen, but not the card, you are not liable for unauthorized use.If your credit, ATM, or debit card is lost or stolen, federal law limits your liability for unauthorized charges. The XXXX XXXX place a fake charge on the account. But Why??? Credit Card Loss or Fraudulent Charges Under the FCBA, your liability for unauthorized use of your credit card tops out at {$50.00}. However, if you report the loss before your credit card is used, the FCBA says you are not responsible for any charges you didnt authorize. If your credit card number is stolen, but not the card, you are not liable for unauthorized use.If you report an ATM or debit card missing before someone uses it, the EFTA says you are not responsible for any unauthorized transactions. If someone uses your ATM or debit card before you  report it lost or stolen, your liability depends on how quickly you report it : The liable for those transactions are XXXX XXXX XXXX  XXXX XXXX XXXX, XXXX, NY not so superior! \nPlease Note : Most fraud prevention features are designed for card-present environments. Visa, for example, has deployed a number of anti-fraud measures designed to make card reproduction extremely difficult, including holograms and embossed security characters on the face of the card. Moreover, the signature and magnetic strip on the back of the card are designed to ensure that the person using the card is the actual cardholder. Merchants are not liable for fraud when card-present transactions are properly authenticated. \nOnline platforms, however, typically facilitate card-not-present transactions ( card payments made without physically swiping a card ). On a website, buyers enter credit card data into a form they do not hand their card to a cashier. Unfortunately, card-not-present transactions are highly susceptible to fraud and abuse, for which merchants and payment facilitators are held liable. \nChargebacks. \nWhen a cardholder disputes a charge with their bank ( the issuing bank ), the bank may reverse the payment and refund the cardholder, after an investigation. This is called a chargeback. \nCardholders are protected from the financial liability of unauthorized credit card transactions by Regulation Z of the Truth in Lending Act and unauthorized debit card transactions by Regulation E of  the Electronic Fund Transfer Act. Card Associations have even broader rules with further added protections. When fraudulent transactions do occur, a well-defined chain of liability determines who is ultimately responsible for making restitution to the cardholder. Payment facilitators must recover chargebacks from merchants who generate them, or else write off the full amount of the chargeback as a loss. \nFor chargebacks resulting from card-not-present transactions, the issuing bank recovers the funds from the merchants bank ( the acquiring bank ), and the acquiring bank recovers the funds from the merchant. \nSince most chargebacks are received weeks or months after the original payment, it is sometimes difficult to recover the funds from the merchant. This is why acquirers are so conservative in their underwriting : an acquirer will typically research the financial stability, creditworthiness, and underlying riskiness of a business ; it will implement special funding policies ( such as reserves or holdbacks ) to  mitigate loss ; and it will require personal guarantees from business owners, whom it will hold personally liable for the businesss financial obligations. \nConsumer Protections Available Regulation Z The Truth in Lending Act ( TILA ), as implemented by Regulation Z, provides a billing error dispute process for open-end credit, such as credit cards. In order to take advantage of the protections offered by Regulation Z, you must notify the lender of any billing errors by : providing the notice in writing, enabling the lender to identify your name and account number, stating why you believe there is a billing error, including the type, date, and amount of the error, and sending the notice in a timely manner so that the lender receives it, at the address specified for billing inquiries, no later than 60 days after the lender sent the first billing statement reflecting the error. \nOnce you properly notify the lender about an error on your statement, it must acknowledge that it received this notification within 30 days, unless the problem has been resolved. The lender must investigate and resolve the issue within two complete billing cycles ( but in no event later than 90 days ) after receiving the billing error notice.\n\nWhile the lender conducts its investigation into the billing error : You may withhold payment of the disputed amount and related charges ( but any part of the bill not in question, including finance charges on undisputed amounts must be paid in accordance with account terms ).\n\nThe lender may not take legal or collection action on the disputed amount.\n\nThe lender may not report your account as delinquent, accelerate your debt, restrict your account, or close your account.\n\nIf the lender confirms there is a billing error on your account, it must send you a written explanation of the corrections made to your account. In addition to crediting your account for the disputed amount, the lender must also remove all finance charges, late fees, or other charges related to the error. If the investigation reveals no error occurred, it must send you a written explanation of the amount you owe, and you are responsible for paying the disputed amount, plus any finance charges that accumulated during the investigation. \nYou may request copies of relevant documents used in the lenders investigation. If you disagree with the results of the investigation, you may write to the lender within 10 days after receiving the explanation, and you may indicate that you refuse to pay the disputed amount. The lender may begin collection procedures and may report your account as delinquent to credit reporting agencies, but it must also note that you disagree with the amount owed.\n\nIn addition to the consumer protections associated with billing errors, Regulation Z also contains special credit card provisions that limit your liability for unauthorized use of a credit card. A credit card holders liability is limited to {$50.00} for unauthorized use before the cardholder notifies the card issuer. Notification may be given in person, by telephone, or in writing.\n\nRegulation E The Electronic Fund Transfer Act ( EFTA ), as implemented by Regulation E, provides basic protections for consumers with electronic direct deposits or who use debit cards to access their deposit account held directly or indirectly at a bank. These protections include timeframes by which a bank must investigate and determine whether an error occurred when you notify your bank of an error and, in some cases, requirements to provide provisional credit while the investigation is performed. \nFor example, if you notify your bank of a potential account error, Regulation E requires a bank to investigate and determine whether an error occurred within 10 business days of receiving your notice ( or 20 business days for new accounts ). If a bank is unable to complete its investigation within the appropriate timeframe, it may take up to 45 days to determine whether an error occurred. But in these cases, banks must generally provide consumers with a provisional credit to their account within 10 days of the bank receiving the error notice. Also, banks must notify consumers about the provisional credit within two days of providing the credit.\n\nSome banks may require you to submit an error notice in writing after you provide notice orally. If the bank does not receive written confirmation within 10 business days of receiving the initial notice of an error, the bank is not required to provide provisional credit. The time period for the investigation may be extended to 90 days if the error involved an electronic transfer initiated outside of the United States, a point-of-sale debit card transaction, or a transaction involving a new account within 30 days of being opened.\n\nIf the bank determines there is an error on your account, it must correct the error within one business day after confirming it and report the results to you within three business days after completing its investigation ( including, if applicable, notice that a provisional credit has been made final ).\n\nIf a bank determines that no error occurred or that an error occurred in a manner or amount different from that described in your notice, the bank must send a written explanation of its findings and note your right to request the documents the bank relied on for its investigation. When the bank debits the funds provisionally credited to your account during the investigation, it must provide you with the date and amount debited. In addition, the bank must inform you that it will honor checks, drafts, or similar instruments payable to third parties and preauthorized transfers from your account ( without charge as a result of an overdraft ) for five business days after the notification.\n\nDisputing a Credit Card Billing Error Many credit card issuers have policies against sellers charging a credit card account before shipment. If you think a seller charged your account too soon, report it to the credit card issuer. Otherwise, the issuer has no way to know the seller isnt following its policies.\n\nTo dispute the billing error with your credit card issuer, you must : write to the credit card issuer at the address given for billing inquiries, not the address for sending your payments, and include your name, address, account number, and a description of the billing error. Use our sample letter.\n\nsend your letter so that it reaches the credit card issuer within 60 days after the first bill with the error was mailed to you. Its a good idea to send your letter by certified mail ; ask for a return receipt so you have proof of what the credit card issuer received. Include copies ( not originals ) of sales slips or other documents that support your position. Keep a copy of your dispute letter.\n\nThe credit card issuer must acknowledge your complaint, in writing, within 30 days after receiving it, unless the problem has been resolved. The issuer must resolve the dispute within two billing cycles ( but not more than 90 days ) after getting your letter.\n\nYou may withhold payment on the disputed amount ( and related charges ) during the investigation. You must pay any part of the bill not in question, including finance charges on the undisputed amount.\n\nThe credit card issuer may not take any legal or other action to collect the disputed amount and related charges ( including finance charges ) during the investigation. While your account cant be closed or restricted, the disputed amount can be applied against your credit limit.\n\nBut what if You placed an order with a catalog company and they charged your credit card immediately. The catalog company contacts you two weeks later and says the shipment will be delayed 60 days. You agree to the delay. The 60 days have passed, and you may be outside of the time to dispute the charges. Can you still dispute the charge?\n\nMaybe. When a shipment is delayed, credit card issuers often are more generous when they calculate the time for allowing disputes, and may extend the 60-day period. To take advantage of this flexibility, include the following information in your dispute letter.\n\nTell the credit card issuer if you didnt expect to be charged for the merchandise before it was shipped. Some credit card issuers make an exception to the general industry rule against sellers charging before shipping if the seller tells you about its practice at the time of sale. If youre sure the seller said nothing or wasnt clear about its charge practice, the credit card issuer is more likely to allow the dispute.\n\nTell the credit card issuer when delivery was expected. Some issuers use the expected date of delivery rather than the charge date as the start time for you to dispute charges. If you dispute the charge within a reasonable time after the expected delivery date passes, chances are good that the card issuer will honor the dispute. When you order or when a seller notifies you of delayed shipment, its important to keep a record of the promised shipment or delivery date. Include a copy of any documentation of the shipment or delivery date when disputing the charge with your card issuer.\n\nDisputing a Debit Card Charge The consumer protections for a debit card differ from protections for a credit card. You may not be able to dispute a debit and get a refund for non-delivery or late delivery. Still, some debit card issuers may voluntarily offer protections and solutions to problems like not getting merchandise you bought with a debit card. See our sample letter, and contact your debit card issuer for more information.\n\nYour Rights When Shopping by Phone, Mail or Online The Mail, Internet, or Telephone Order Merchandise Rule applies to most goods you order by mail, phone, fax, or online. It requires sellers to have a reasonable basis for claiming they can ship an order within a certain time and details what sellers should do if there is a delay.\n\nShip Dates By law, a seller should ship your order within the time stated in its ads or over the phone. If the seller doesnt promise a time, you can expect it to ship your order within 30 days.\n\nThe shipment clock begins when the seller receives a properly completed order. That includes your name, address and payment ( check, money order or authorization to charge an existing credit account whether the account is charged at that time or not ).\n\nIf the seller doesnt promise a shipping time, and you are applying for credit to pay for your purchase, the seller has an additional 20 days ( 50 days total ) to establish the account and ship the merchandise.\n\nDelays If the seller is unable to ship within the promised time, it must notify you, give a revised shipping date and give you the chance to cancel for a full refund or accept the new shipping date. The seller also must give you some way to exercise the cancellation option for free for example, by supplying a prepaid reply card or staffing a toll-free telephone number.\n\nIf you dont respond and the delay is 30 days or less its assumed that you accept the delay and are willing to wait for the merchandise.\n\nIf you dont respond and the delay is more than 30 days the order must be canceled by the 30th day of the delay period and a full refund issued promptly.\n\nIf the seller cant meet the revised shipping date, it must notify you again by mail, email or telephone and give you a new shipping date or cancel your order and give you a refund.\n\nThe order should be canceled and a refund issued promptly unless you indicate by the revised shipping date that you are willing to wait.\n\nIf you dont respond to the second notice, the seller should assume that you are not willing to wait issue a full refund promptly.\n\nRefunds If you pay by cash, check or money order, or a non-seller credit card, the seller must give you a refund within seven working days after the order is canceled.\n\nIf you pay by credit card where the seller is the card issuer, the seller must credit your account within one billing cycle after the order is canceled.\n\nShopping Tips Follow these tips for hassle-free shopping.\n\nConsider your experience with the company or its general reputation before you order. If youve never heard of the seller, enter its name in a search engine with words like complaint or scam, and read about other peoples experiences with the company. In addition, contact your state Attorney General, and local consumer protection agency to see if any complaints are on file.\n\nCheck out the companys refund and return policies, the items availability, and the total cost of your purchase before you place your order.\n\nGet a shipment date.\n\nKeep records of your order, like the website, ad or catalog from which you ordered ; the companys name, address and phone number ; any promises the company made about shipping and when they were made ; the date of your order ; and a copy of the order form you sent to the company. If youre ordering by phone, keep a list of the items, their stock codes, and the order confirmation code ; your canceled check or the charge or debit statement showing the charge for your order ; and any communications to or from the company.\n\nTrack your purchases. When you order online, keep printouts of the web pages with the details of the transaction, including the sellers return policies, in case youre not satisfied.Complaints help the FTC and other law enforcement agencies bring scam artists to justice and put an end to unfair and misleading business practices. If you have a complaint, file it online or call XXXX. \nCredit Cards, Personal Finance At XXXX, we adhere to strict standards of editorial integrity to help you make decisions with confidence. Many or all of the products featured here are from our partners. Heres how we make money. \n\nIf you see a purchase on your credit card statement that you didnt make, be sure to correct the mistake right away. It could be a simple mistake like a double swipe of your card, for example or it could be someone trying to make a little extra money off of a restaurant bill. Heres how to fix a mistake on your statement, and to make sure youre safe. \n1. Talk to the merchant Before you get yourself involved in a lengthy formal dispute, speak with the merchant. Bring your receipt and credit card statement, and take the time to explain the discrepancy. The merchant may clear up the mistake without having to involve the credit card company. If not, take your complaint to the next level. \n2. Prepare your paperwork While the error on your statement might seem obvious to you, you still need to make a strong case. Keep a record of the receipts, credit card statement and anything else that can add to the paper trail. Errors to look out for include : Returns that didnt lead to a credit on your statement.\n\nErroneous dates.\n\nBills sent to the wrong address ( so long as youve notified your creditor of your address change within 20 days ).\n\nMathematical errors. \nAnd, of course, charges for purchases you didnt make. \n\nGather any relevant receipts and documents supporting your claims and make copies. Keep the originals for your records, and gather the copies for your creditor. \n\nRemember : Never give your account information to someone you dont know, and avoid emailing sensitive data like your account number or Social Security number. Also, never give your information when a caller claims to represent your bank or card issuer. Instead, say youll call back, then call the customer service number listed on the banks website or the back of your card. Dont fall victim to a scam! \nWrite to your creditor Within 60 days of receiving the bill in question, send a letter outlining your objection and copies of your proof in an envelope addressed to your creditors department for billing inquiries. To be on the safe side, send the letter by certified mail, so you receive a receipt when it arrives at your creditors headquarters. Save the receipt proving they received your dispute with the other documents youre using to make your case. \n\nYou can also choose to dispute electronically, if the creditors website allows for that. Save any emails you get in return saying your dispute was received. \nFinal stretch : waiting for a response You creditor is required to respond within 30 days of your complaint, and the dispute must be resolved within 90 days, or two billing cycles.\n\nIn the meantime, you dont have to pay for the purchase in question, you must only pay for everything else on your statement. However, keep in mind that if your creditor finds your evidence insufficient, youll have to pay for the purchase in question, plus any interest that has accrued since. \n\nIf your creditor accepts your claim, all charges related to the error will be removed from your statement. If it does not accept your claim, it has to explain to you in writing exactly why the mistake is in fact a not a mistake, and youll have 10 days to challenge that conclusion.","date_sent_to_company":"2019-02-20T07:42:14.000Z","issue":"Problem with a purchase or transfer","sub_product":"General-purpose prepaid card","zip_code":"14228","tags":null,"has_narrative":true,"complaint_id":"3156484","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2019-02-20T02:03:12.000Z","state":"NY","company_public_response":null,"sub_issue":"Card company isn't resolving a dispute about a purchase or transfer"},"highlight":{"complaint_what_happened":["Its a good idea to send your letter by certified mail ; ask for a return receipt so you have proof of what the <em>credit</em> <em>card</em> issuer received. Include copies ( not originals ) of sales slips or <em>other</em> documents that support your position. Keep a copy of your dispute letter.\n\nThe <em>credit</em> <em>card</em> issuer must acknowledge your complaint, in writing, within 30 days after receiving it, unless the <em>problem</em> has been resolved."],"product":["<em>Credit</em> <em>card</em> or <em>prepaid</em> <em>card</em>"],"issue":["<em>Problem</em> with a purchase or transfer"],"sub_product":["General-purpose <em>prepaid</em> <em>card</em>"],"sub_issue":["<em>Card</em> company isn't resolving a dispute about a purchase or transfer"]},"sort":[9.715851,"3156484"]},{"_index":"complaint-public-v1","_id":"13176252","_score":7.266119,"_source":{"product":"Checking or savings account","complaint_what_happened":"To whom it may concern, My name is XXXX XXXX and Im a long-time PayPal user who has never violated the Acceptable Use Policy. I filed a few disputes with XXXX due to some issues with delivery and was told that after 10 days of no response I would be receiving my funds back due to once again no response from the seller. I filed a CFPB complaint for good measure just to make sure this was well documented and when the calls are going to be listened to back it will support everything I am saying. Despite this, I received the horrible shock of a You can no longer do business with PayPal email today. At the advice of counsel, Im sending you a polite message with details and information so that this policy mistake can be corrected and that my account can be restored to full functionality.\n\nThe email I received claimed Because you have continually filed cases that do not align with the intent of the PayPal Purchase Protection Program and are contrary to the terms outlined in our User Agreement, weve determined you can no longer use PayPals services.Weve limited\nyour account so you can no longer send or receive funds. Your ability to file PayPal Purchase Protection cases has also been removed. Any existing PayPal Purchase Protection cases you've filed will be denied.\n\nFor information on account limitations, please refer to the PayPal User Agreement. To find out what to do next, log in to your PayPal account and visit the Resolution Center.\n\nAfter throughly researching there is no determination of what my claims could fall under going against the intent of the Purchase Protection Program, as my items were not as described and I reported such, along with evidence. Here is PayPals own policy and my research showing I have not violated the Purchase Protection.\n\nPayPals Purchase Protection program may apply when you encounter these specific problems with a transaction : You didnt receive your item from a seller ( referred to as an Item Not Received claim ), or You received an item, but the item isnt what you ordered ( referred to as a Significantly Not as Described claim ). -This is what I claimed.\n\nItem Not Received Claims Your claimwill notqualify for a refund under PayPals Purchase Protection program for an Item Not Received claim, if : You collect the item in person, or arrange for it to be collected on your behalf, including if you use PayPal in a sellers physical store, except for in-personPayPal QR codegoods and services transactions, or The seller has providedproof of shipmentorproof of delivery. \n\nNeither of these are the cases as on XX/XX/XXXX, the case was filed under Item not as described. \n\n\nIf the seller presents evidence that they delivered the goods to you, PayPal may find in favor of the seller for an Item Not Received claim even if you claim you did not receive the goods.\n\nSignificantly Not as Described Claims An item may be considered Significantly Not as Described if : The item is materially different from the sellers description of it. \nYou received a completely different item. \nThe condition of the item was misrepresented. For example, the item was described as new but the item was used. \nThe item was advertised as authentic but is not authentic ( i.e. counterfeit ). \nThe item is missing major parts or features and those facts were not disclosed in the description of the item when you bought it. - This here is exact description of my claim. I received an empty box upon my purchases. Which means the order I made was missing major parts and those facts were not disclosed in the description of the item when I bought it. \nYou purchased a certain number of items but didnt receive them all. - This would also be a description of my claim as I bought a number of items but due to the box being empty, I of course never received the amount of items I ordered. \nThe item was damaged during shipment. - This could be a possibility in my case due to once again the box being empty, potentially it was damaged on its way to delivery to me, and as to why I did not receive the item I ordered as described.\n\nThe item is unusable in its received state and was not disclosed as such. - Also another possibility in my case.\n\nAn item may not be considered Significantly Not as Described if : The defect in the item was correctly described by the seller in its description of the item. -This is not the case as the item was not described as such.\n\nThe item was properly described but you didnt want it after you received it. -This is also not the case for my dispute The item was properly described but did not meet your expectations. -Not the case for my dispute The item has minor scratches and was described as used. - Not the case for my dispute.\n\nIneligible Items and Transactions The following items or transactionsare noteligible for PayPals Purchase Protection program : Real estate, including residential property.\n\nVehicles, including, but not limited to, motor vehicles, motorcycles, recreational vehicles, aircraft, and boats, except for personally portable light vehicles used for recreational purposes like bicycles and wheeled hoverboards.\n\nBusinesses ( when you buy or invest in a business ).\n\nIndustrial machinery used in manufacturing.\n\nPayments that are equivalent to cash, including stored value items such as gift cards and pre-paid cards.\n\nPayments made in respect of gold ( whether in physical form or exchange-traded form ).\n\nFinancial products or investments of any kind.\n\nNon-fungible tokens ( NFTs ).\n\nGambling, gaming, and/or any other activities with an entry fee and a prize.\n\nDonations, including payments on crowdfunding platforms as well as payments made on crowdlending platforms.\n\nPayments to a state-run body ( except for state-owned enterprises ), government agencies, or third parties acting on behalf of state-run bodies or government agencies.\n\nPayments to any bill payment service, including PayPal Bill Pay for Business Accountstransactions.\n\nPayments that you initiate via a third-party platform using your PayPal Balance account and assigned account and routing number ( PayPal'sDirect Debitfunctionality ).\n\nSignificantly Not as Describedclaims for wholly or partly custom-made items.\n\nItem Not Receivedclaims for physical, tangible items you collect in person or arrange to be collected on your behalf. This includes items bought in a sellers point of sale location, except if you paid for the transaction in person using PayPals goods and services QR code.\n\nAnything prohibited by PayPalsAcceptable Use Policy.\n\nPayments made using PayPal Payouts ( formerly Mass Pay ).\n\nPersonal Payments including payments sent using PayPals friends and family functionality.\n\nPayments that you have not sent using your PayPal account.\n\nItems intended for resale, including single item transactions or transactions that include multiple items.\n\nNone of these descriptions of purchases describe what I purchased from XXXX. \n\nTransaction Eligibility for PayPals Purchase Protection Program To be eligible for PayPal Purchase Protection you must meet all of the following requirements : Have a PayPal account in good standing. - As I did before my account was wrongfully limited.\n\nPay for the eligible item from your PayPal account.\n\nAttempt to contact the seller to resolve your issue directly before filing a claim through the Resolution Center. - As I did and there is documented evidence of such.\n\nRespond to PayPals request for documentation and other information within the time requested. - As I did and there is documented evidence of such.\n\nOpen a dispute in theResolution Centerwithin theapplicable timeframeand follow our online dispute resolution process. - As I did and there is documented evidence of such.\n\nNot have received a recovery or agreed to an alternative resolution related to your purchase from another source. - As I have not received any other form of resolution from the seller XXXX. \n\nHere is also the AUP policy that I will also be going one by one detailing how none of these violations would apply to me as it can be clearly seen I have not committed any of these offenses.\n\nProhibited Activities You may not use the PayPal service for activities that : violate any law, statute, ordinance or regulation. - All I have purchased is XXXX and using my XXXX XXXX XXXX for store purchases or sending funds to family. \nrelate to transactions involving ( a ) narcotics, steroids, certain controlled substances or other products that present a risk to consumer safety, ( b ) drug paraphernalia, ( c ) cigarettes, ( d ) items that encourage, promote, facilitate or instruct others to engage in illegal activity, ( e ) stolen goods including digital and virtual goods, ( f ) the promotion of hate, violence, racial or other forms of intolerance that is discriminatory or the financial exploitation of a crime, ( g ) items that are considered obscene, ( h ) items that infringe or violate any copyright, trademark, right of publicity or privacy or any other proprietary right under the laws of any jurisdiction, ( i ) certain sexually oriented materials or services, ( j ) ammunition, firearms, or certain firearm parts or accessories, or ( k ) certain weapons or knives regulated under applicable law. - Dear God, No. Once again only XXXX and XXXX XXXX used. And I will gladly provide my cashapp transactions if needed to prove that as well. \nrelate to transactions that ( a ) show the personal information of third parties in violation of applicable law, ( b ) support pyramid or ponzi schemes, matrix programs, other \" get rich quick '' schemes or certain multi-level marketing programs, ( c ) are associated with purchases of annuities or lottery contracts, lay-away systems, off-shore banking or transactions to finance or refinance debts funded by a credit card, ( d ) are for the sale of certain items before the seller has control or possession of the item, ( e ) are by payment processors to collect payments on behalf of merchants, ( f ) are associated with the sale of traveler 's checks or money orders, ( g ) involve currency exchanges or check cashing businesses, ( h ) involve certain credit repair, debt settlement services, credit transactions or insurance activities, or ( i ) involve offering or receiving payments for the purpose of bribery or corruption. - Once again only XXXX and XXXX XXXX used. And I will gladly provide my cashapp transactions if needed to prove that as well. \ninvolve the sales of products or services identified by government agencies to have a high likelihood of being fraudulent. - Once again only XXXX and XXXX XXXX used. And I will gladly provide my cashapp transactions if needed to prove that as well. \nrelate to transactions involving any activity that requires pre-approval without having obtained said approval. - Once again only XXXX and XXXX XXXX used. And I will gladly provide my cashapp transactions if needed to prove that as well. \n\nI primarily use my PayPal for XXXX XXXX and XXXX transactions. In addition, my PayPal is authenticated and connected to Cash App where I receive occasional income from Cash App Deposits. Everything I do on PayPal is completely legitimate. \n\nHere are several examples of recent transactions : XX/XX/XXXXXXXX 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 XXXX XXXX XXXX XXXX XXXX XXXX XXXX Why This Closure Was Wrongful and Retaliatory : XXXX. All My Disputes Were Legitimate and Within Policy : I filed claims under Significantly Not As Described and Item Not Received, both of which fall squarely under the eligible scenarios laid out in PayPals own Buyer Protection Program ( XXXX XXXX XXXX XXXX  ). My dispute centered around an empty package being deliveredan issue supported by a police report filed with the XXXX XXXX XXXX. This scenario is explicitly outlined in the Buyer Protection policy as a qualifying reason for a refund.\n\n2. I Did Not Abuse Buyer Protection : According to PayPals policies, a buyer may file a dispute if : The item is materially different from what was ordered.\n\nThe order arrives missing items.\n\nThe order never arrives at all.\n\nThe item is damaged, unusable, or counterfeit.\n\nThese precisely describe my situation. None of my claims were speculative or excessive. I provided timely documentation and responded to every request. At no point did I file a dispute that fell outside the boundaries of the Buyer Protection terms. I\nwas told over the phone by PayPals own representatives that if the seller did not respond within XXXX  days, my case would be decided in my favor. The seller ( XXXX ) did not respond. I was wrongfully punished for requesting what I was promised.\n\n3. Account Termination Only Occurred After Filing a CFPB Complaint : My account was not under review, limited, or flagged in any way prior to the filing of my original CFPB complaint. Within XXXX hours of submission, I received notice that my account was terminated. This strongly suggests retaliatory intent. It sends the disturbing message that exercising ones right to file a complaint with the CFPB could result in being banned from a financial platform without warning. \nXXXX. I Have Not Violated the Acceptable Use Policy ( AUP ) : I reviewed the AUP carefully ( XXXX XXXX XXXX? XXXX ) and found no clausenonethat would implicate my PayPal activity. I do not engage in any restricted transactions or activities. I use PayPal almost exclusively for XXXX purchases and occasional transfers to my verified Cash App account. \n\nThese are not abuse, fraud, or illicit use. They are personal, traceable, and legitimate. \n\n\n\nConclusion : I believe I am being wrongfully accused of violating the AUP and PayPals Buyer Protection system, or whatever may be the reason. Not only have I followed the rules, I have gone above and beyond to cooperate : providing police reports, item descriptions, and full documentation. In return, I have been met with silence, mistreatment, and now account termination following a legally protected CFPB complaint.\n\nI respectfully request : Immediate reinstatement of my PayPal account.\n\nRestoration of access to pending disputes.\n\nA formal investigation into potential retaliatory action by PayPal in response to my initial CFPB filing. \n\nIf this complaint is not resolved, I am prepared to pursue further escalation through all legal and consumer protection avenues.","date_sent_to_company":"2025-04-25T10:09:51.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"77045","tags":null,"has_narrative":true,"complaint_id":"13176252","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2025-04-25T09:40:03.000Z","state":"TX","company_public_response":null,"sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["relate to transactions that ( a ) show the personal information of third parties in violation of applicable law, ( b ) support pyramid or ponzi schemes, matrix programs, <em>other</em> \" get rich quick '' schemes or certain multi-level marketing programs, ( c ) are associated with purchases of annuities or lottery contracts, lay-away systems, off-shore banking or transactions to finance or refinance debts funded by a <em>credit</em> <em>card</em>, ( d ) are for the sale of certain items before the seller has control or possession"]},"sort":[7.266119,"13176252"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":3,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":3}]}},"product":{"doc_count":3,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit card or prepaid card","doc_count":2,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"General-purpose credit card or charge card","doc_count":1},{"key":"General-purpose prepaid card","doc_count":1}]}},{"key":"Checking or savings account","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":1}]}}]}},"issue":{"doc_count":3,"issue":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Advertising and marketing, including promotional offers","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Didn't receive advertised or promotional terms","doc_count":1}]}},{"key":"Closing an account","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Company closed your account","doc_count":1}]}},{"key":"Problem with a purchase or transfer","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Card company isn't resolving a dispute about a purchase or transfer","doc_count":1}]}}]}},"timely":{"doc_count":3,"timely":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Yes","doc_count":3}]}},"company_response":{"doc_count":3,"company_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Closed with explanation","doc_count":3}]}},"submitted_via":{"doc_count":3,"submitted_via":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Web","doc_count":3}]}},"company":{"doc_count":3,"company":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"AMERICAN EXPRESS COMPANY","doc_count":1},{"key":"Paypal Holdings, Inc","doc_count":1},{"key":"TRUIST FINANCIAL CORPORATION","doc_count":1}]}},"state":{"doc_count":3,"state":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"FL","doc_count":1},{"key":"NY","doc_count":1},{"key":"TX","doc_count":1}]}},"company_public_response":{"doc_count":3,"company_public_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","doc_count":1}]}},"tags":{"doc_count":3,"tags":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Older American","doc_count":1}]}}},"_meta":{"license":"CC0","last_updated":"2026-07-14T12:00:00-05:00","last_indexed":"2026-07-14T12:00:00-05:00","total_record_count":16441818,"is_data_stale":false,"has_data_issue":false,"break_points":{}}}