Sunday, 26 January 2020

Paypal 'Customer Service'


Update 25th April.
Eventually got the Full £360. So much unnecessary effort.





Currently waiting on a new round of communications, after Paypal helpfully changed my £360, [at first I thought this was £480 but as it was a paypal credit purchase, the last lot of £120 hadn't been taken from me yet, this was my mistake, after using paypal credit] into a different total of 

PayPal balance






£335.93

Customer Service
11:39 AM
Dear Illinois Cook,
After reviewing your account, I can see that your balance main currency is set up in USD.
Here's how to select a currency for your primary balance:
  1. Click Wallet near the top of the page.
  2. If you only hold one currency, you must first click Add a currency to add the currency you wish to convert to.
  3. Click the three dots EllipsisV next to the currency you want to make primary and select Make primary.
  4. Click Set as Primary.
Your primary balance is your default currency, and is used to send and request payments.

 
It is my pleasure to assist you. Thank you for choosing PayPal.
Yours sincerely,
Alexandre
PayPal

Copyright © 1999-2020 PayPal. All rights reserved.

PayPal (Europe) S.à r.l. et Cie, S.C.A.
Société en Commandite par Actions
Registered Office: 22-24 Boulevard Royal L-2449, Luxembourg
RCS Luxembourg B 118 349
From: illi41g@gmail.com
Sent: Friday, January 24, 2020 11:56:03 PM (+00:00)
Subject: RE: Poor customer service received (KMM194632389V76717L0KM)
Customer Service :

 Thanks for your help thus far but I have another problem, PayPal has changed tbe currency of my refund to dollars for an unknown reason, and the value has been reduced to less than £360 pounds by this, this is not fair and I need you to change it back to £360. Also i cannot accept dollars into my bank account, and didn't authorise this change, there Is no need for it. I have written two messages about this but they do not show here - Why do my messages that i send to you not appear here for me to view after i send them?
Dear Illinois Cook,

 Thank you for contacting PayPal Customer Support. My name is Patricia and I am happy to assist you.

 I can see there was an over payment in your PayPal Credit of £360.00, I have now moved this to your PayPal account, this will take about 5-7working days to show and then you can withdraw it.

 I hope this resolves your query.
It is my pleasure to assist you. Thank you for choosing PayPal.

 Yours sincerely,
Patricia
PayPal

 Copyright © 1999-2020 PayPal. All rights reserved.

 PayPal (Europe) S.à r.l. et Cie, S.C.A.
Société en Commandite par Actions
Registered Office: 22-24 Boulevard Royal L-2449, Luxembourg
RCS Luxembourg B 118 349

 From: illi41g@gmail.com
Sent: Wednesday, January 22, 2020 11:02:11 AM (+00:00)
Subject: Poor customer service received
undefined
Your First Name : Illinois
Your Last Name : Cook
Your Email Address : illi41g@gmail.com
Phone number : 07890618303
Reference number : My refund of £480 to paypal credit
Please tell us what your complaint is about and what you want PayPal to do, to put it right for you? : My entire Paypal Credit account seems to have disappeared from my online account info now - WTF is going on? and I can't get through to pp credit cust servs on the phone, I just terminated a call that lasted for 1 hour and 10 mins in total, which never left your phone system music, after being told by PP cust services ( Lydia) that I might have to wait a few minutes. I want my £480 back into my bank account, and none of your info says how.
First Name : Illinois
Last Name : Cook
PayPal Virtual Agent
9:38 AM
Hi! I'm PayPal's Virtual Agent. I can help with common questions like "what's the status of my dispute" or "I want a refund".
If I can't help, I'll transfer your message to an agent.
Illinois Cook
9:39 AM
i want my refunded money £480 back into my bank account, your customer service telephone line does not enable me to speak with a person and does not help
PayPal Virtual Agent
9:39 AM
I found some articles in our Help Center that might help you. Check them out! If you need more help, please type “need more help".


  • How do I get paid with PayPal.Me?
  • Money Pools Overview and Frequently Asked Questions
  • What is PayPal.Me?
    • Illinois Cook
    9:40 AM
    need more help
    PayPal Virtual Agent
    9:40 AM
    I can transfer this conversation to an agent. The estimated response time is a few hours.
    After I transfer the conversation, you can close the window and come back to it when it’s convenient for you. When we respond, we’ll send you a notification with a link to the Message Center where you can reply.
    Would you like to transfer this conversation to an agent?
    Illinois Cook
    9:40 AM
    Yes
    PayPal Virtual Agent
    9:40 AM
    Please send us a detailed message below and an agent will respond as soon as possible.
    Illinois Cook
    9:41 AM
    I want all £480 of my refund back into my bank account
    Please leave us a message if you haven't already and we'll get back to you as soon as possible.
    Illinois Cook
    10:47 AM
    Why has the paypal credit section disappeared from my online 'My Paypal' Summary display? I just spent 1 hour waiting on the phone including being transferred from Paypal cust. servs to PP credit cust. servs, apparently, never got there. I had already previously failed to speak to anyone at PP credit cust. servs, even despite trying to beat the menu options on the phone system. What is going on at PP credit, such that I can't speak to anyone, that answers are not based on the questions I ask, that the online info is insufficient, that phone menus lead to dead ends. There seems to be something seriously wrong at PP credit.
    Please leave us a message if you haven't already and we'll get back to you as soon as possible.
    Please leave us a message if you haven't already and we'll get back to you as soon as possible.
    Please leave us a message if you haven't already and we'll get back to you as soon as possible.
    You're now chatting with Silvana
    Silvana
    3:14 PM
    Welcome to PayPal Messaging. My name is Silvana, I'll be more than happy to assist you.
    Hi Illinois.
    Hope you are doing good today.
    I see that you have had a conversation with our virtual agent, let me quickly go through it for a better understanding of the query. Allow me a couple of minutes as I do so, appreciate your time and patience.
    Illinois, there is a technical issue that the server has at the moment and the issue has been escalated to our team.
    Do not worry, The PayPal credit is still on your account.
    You can call us customer care on (08003687155) for further update.
    However let me help you with the refund query that you have.
    I have checked your account and I do see that
    Bax-shop refunded £479.71GBP on Jan 17th, 2020.
    I can assure that PayPal has also completed the refund process to your PayPal credit card ending with XX24 on the same day as this card was used to make the initial payment to this merchant.
    You can expect the refund to reach your PayPal credit account within 7-10 business days.

    Please leave us a message if you haven't already and we'll get back to you as soon as possible.
    Illinois Cook
    10:25 AM
    H Silvana, I dont have a Paypal credit card, and none of my cards end in xx24, so please can you arrange urgently to get all £479.71 showing in my wallet so I can withdraw it back into my bank account.
    You're now chatting with Kate
    You're now chatting with Kate
    You're now chatting with Kate
    You're now chatting with Kate
    Kate
    11:25 AM
    Hi Illinois, my name is Kate and I’ll be assisting you as Silvana is not available. I can confirm that the payment was refunded to the PayPal Credit account (not a PayPal Credit card, which I know you do not have).
    The refund was issued to the PayPal Credit and it can take up to 20 days for the refund to clear. If there was no pending or outstanding balance on your Credit account, it is possible to have the funds in your Credit balance reviewed to be moved to your PayPal account for withdrawal. This can only be reviewed once the funds have been successfully credited to the Credit account. I would suggest giving the refund time to appear on the Credit account and then calling our Credit team on 0800-368-7155 to assist with any transfer you wish to request.
    As it appears you are not currently active in this conversation, when you reply your message will be delivered to me or the next available Customer Support team member if I am not available. Thank you.
    Please leave us a message if you haven't already and we'll get back to you as soon as possible.
    Please leave us a message if you haven't already and we'll get back to you as soon as possible.
    This conversation has been closed.



    Customer Service
    10:53 AM
    Dear Illinois Cook,
    Thank you for contacting PayPal Customer Support. My name is Patricia and I am happy to assist you.
    I can see there was an over payment in your PayPal Credit of £360.00, I have now moved this to your PayPal account, this will take about 5-7working days to show and then you can withdraw it.
    I hope this resolves your query.

     

    It is my pleasure to assist you. Thank you for choosing PayPal.
    Yours sincerely,
    Patricia
    PayPal

    Copyright © 1999-2020 PayPal. All rights reserved.

    PayPal (Europe) S.à r.l. et Cie, S.C.A.
    Société en Commandite par Actions
    Registered Office: 22-24 Boulevard Royal L-2449, Luxembourg
    RCS Luxembourg B 118 349
    From: illi41g@gmail.com
    Sent: Wednesday, January 22, 2020 11:02:11 AM (+00:00)
    Subject: Poor customer service received
    undefined
    Your First Name : Illinois
    Your Last Name : Cook
    Your Email Address : illi41g@gmail.com
    Phone number : 07890618303
    Reference number : My refund of £480 to paypal credit
    Please tell us what your complaint is about and what you want PayPal to do, to put it right for you? : My entire Paypal Credit account seems to have disappeared from my online account info now - WTF is going on? and I can't get through to pp credit cust servs on the phone, I just terminated a call that lasted for 1 hour and 10 mins in total, which never left your phone system music, after being told by PP cust services ( Lydia) that I might have to wait a few minutes. I want my £480 back into my bank account, and none of your info says how.
    First Name : Illinois
    Last Name : Cook


    Customer Service
    10:20 AM

    Dear Illinois Cook,
    Thanks for your email. We want to make sure you have quick access to everything you need to get the full benefits of your PayPal Credit account. We’ve created this immediate automated response to help you manage payments on your account.
    If the information below doesn’t answer your question, please reply to this email or call us on the number below.


    Request a refund
    You can contact the recipient to request a refund of any payment for up to 180 days after you sent it.
    Here’s how to find the recipient’s email address for any payment:
    1. Go to Activity.
    2. Use the filters to find, and then click on, the payment you’d like to have refunded.
    3. Find the recipient’s email address and send your request from your email account.
    If someone refuses to refund your money, but you feel you’re entitled to a refund, you may open a dispute in the Resolution Centre, within 180 days of the payment date, provided your issue meets certain criteria.
    It’s best to ask the recipient to use the 'Issue Refund' link and not the ‘Send Money’ feature. Ask the merchant to find the payment in their ‘Activity’, click on it and then click ‘Issue a Refund’. Using this link refunds the full amount of the payment back to your PayPal balance or card, depending on the payment method used.
    Refunds to your credit card can take up to 30 days, depending on your credit card company.


    Find your refund status
    Here’s how to view the status of your refund:
    1. Go to Activity.
    2. Click Refunds, then click on your refund to see the details.

    Here are definitions for your refund’s status:
    • ‘Completed’: Your refund has been credited to your account
    • ‘Pending’: Your merchant has initiated the refund but the money has not yet cleared. The refund will appear as ‘completed’ as soon as the money posts to your account. This process can take up to 7 working days to complete
    • ‘Cancelled’: The refund could not be completed. Contact the merchant for more information
    • 'Placed' and 'Removed': These statuses refer to the temporary hold on a payment rather than the payment itself. A hold is placed on a payment (e.g. when a refund is pending) and is later removed when the payment either completes or is cancelled. When checking the status of your refund you should refer to the original payment, not the hold.
    The original payment’s status will show whether the payment has been refunded:
    • 'Refunded’: The entire original payment was credited to your account
    • ‘Partially Refunded’: Part of the original payment was credited to your account.


    Open a dispute with a merchant when a purchase goes wrong
    You can open a dispute in the Resolution Centre of your PayPal account within 180 days of payment if:
    • You don’t receive the item
    • You receive an item but it’s significantly different than the description on eBay or on the merchant’s website.
    By opening a dispute, you can communicate directly with your merchant to work out a problem transaction.
    If you reach an agreement with the merchant you can close the dispute. If you're still not happy with the result, you can escalate the dispute to a claim. We'll review the claim and decide on reimbursement.
    To open a dispute:
    1. Go to Resolution Centre.
    2. Click Report a problem.
    3. Select the button beside the transaction you want to dispute, then click Continue.
    4. Select ‘Item dispute’, click Continue and follow the on-screen instructions.
    Note:
    • Generally, buyers must wait at least 7 calendar days from the date of payment to escalate a dispute for an item not received
    • Where an item has not been received, please ensure you have given the merchant enough time before opening a dispute.


    For more information
    If the information in this email didn’t help you resolve your situation, please reply to this email. One of our Customer Service teammates will be happy to assist you. When replying, please include as much detail as you can to ensure that we can provide you with the best possible response.
    Alternatively, you can call PayPal Customer Service on 0800 368 7155.

    Hours of service:

    Monday to Sunday from 8 am to 6.30 pm.

    If you’re calling from outside the UK, call 0044 800 368 7155.
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