IBRAHIM M.'s review of PayPal, Inc.

PayPal, Inc.

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Customer Reviews & Ratings
Complaint Posted 11/20/2017
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PayPal acknowledged the problem and then later decided not to honor their commitment
After many conversations with PayPal Customer Service I feel compelled to share the story (more precisely the facts) of my situation that involved a process flaw from PayPal, and their decision that ultimately PayPal decided not to honor even though on a previous call they committed to honor and left notes to that effect. • On November 4, 2017, a Payment to PayPal in the amount of $597.77 was communicated to me as RECEIVED. This payment corresponds to a sale that I completed in eBay. When I looked into my PayPal mobile app, I went to the specific transaction and the information displayed there indicated “Payment Received” in two different places without qualifiers. Based on this information, I decided to ship the sold goods as I am obligated to if the Buyer has made the payment. There was no grey area open to interpretation; PayPal app simply indicated “Payment Received” • After a few of days not seeing the sale price deposited directly to my account, I started talking to PayPal Customer Service. On November 9, 2017, I talked to an agent who identified himself as “Marc”. He informed that the payment had not cleared yet, to which I indicated that my PayPal app indicated “Payment Received”, and this was the reason I decided to ship. I provided via email to the address he indicated (service@paypal) the screenshot of PayPal Mobile App that unequivocally stated that “Payment Received” by PayPal. Based on this, Marc acknowledged that in the event the payment is not cleared, PayPal will cover this and credit my account. He made notes of this and provided me the following PayPal Reference Number: 458000200. • In the days that followed I continued calling as the payment was still not in my account. Specifically, on November 11, 2017 I talked to a Customer Service Manager that identified himself as “Omar”. He indicated that the payment had not cleared yet and that it will eventually be “cleared” (i.e. finally received so it is credited to my account) or “cancelled” (i.e. no payment to my account). He tried to sell me again the PayPal message that “Payment Received” does not means that it has cleared!!!! I asked him to read Marc notes from PayPal Reference Number: 458000200 and he read load and clear the note Marc left with respect of PayPal responding in case the payment is cancelled. He indicated that while he did not agree, he will make sure to communicate with Marc and his supervisor to make sure PayPal honor their commitment to me. • On Monday November 13, 2017, the payment finally showed as CANCELLED. I tried to call several times to PayPal and the analysts did not want to honor the commitment. I was able to talk to another PayPal Manager on November 15, 2017 who identified himself as “James” (employee #4270611). He refused to read outload the notes that Marc left under PayPal Reference Number: 458000200 as this was “against company policy” (something the previous analysts and managers had no problem doing before the payment showed as cancelled. This manager indicated that he was going to submit this to Claim Resolution and that I would receive an answer within 72 hours. He confirmed that these were not “business hours” so that I should receive an answer by no later than Saturday November 17, 2017 Today, Monday November 20, 2017 I am still waiting for a response from PayPal. In all my years dealing with online retailers and service providers I have not receive a level of disrespect as the one that PayPal has provided me. I am shocked by the willingness to ignore facts and commitments to its clients. The Buyer in this transaction was clearly a dishonest person, but ultimately the process flaws in PayPal notification system caused this situation, as otherwise I would not have shipped the goods. And this is not only my opinion; it is also the opinion of a PayPal representative that felt as strong as I did to the point of stating this in the notes of PayPal Reference Number: 458000200. Ibrahim Magual November 20, 2017
 
 
 
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Additional Business Information
Hours   Phone   (402) 935-2050 Address   2211 N First St
San Jose, CA 95131
Website   http://www.paypal.com Email   sariley@paypal.com
Contact   Shawn Riley Other  
 
 
 
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