Hello dear PayPal Community. We have a problem with pour business account. Maybe you guys will help me to solve it.
Our account is actually NGO non-profit charity. It is for donations coming from our friends. Purpose of the NGO is to support teenagers from poor undeveloped rural areas of a country of "Third World".
Problem story:
- In September 2017 PayPal initiated a account pre-review and gave us 60 days to provide some review documents to the resolution center, which we did, same day. We have no problem providing any documents needed.
- After couple of days PayPal representative send me an email asking for some additional documents to upload to resolution centre. But the problem is, that resolution centre has a limitation in KB, and my limits were used. I have notified, and asked where to send docs if resolution centre is full? And Review Department representative told me to reply to his email and attach documents to it. So i did.
- In 60 days, starting from review, PayPal has limited our account. Problem is, that it was around Christmas and the account has donations gathered for Christmas events.
- I received another email from Review Department asking for same documents, which was surprising, because i already sent them. Ok, i sent them again as attachment to email. Within 7 days nothing happened.
- I decided to call support. Support said: ok, we will send you an email with link, click on link and you will be able to upload all the docs on that page. Which i did, same day. Support guy PROMISED that account will be reviewed and unblocked within 72 hours.
- Nothing happened within a week. I called support again. It was a week to Christmas, or so. Explained situation again. Support guy said, ok sir, we see all you documents, they are uploaded, it will be review within 72 hours. Again... within 72 hours...
- One more week, nothing happened, i called support. They said, everything is fine, we have all docs, just wait.
- Christmas time. Account still blocked, we cannot get our donations from PayPal account, Charity activity is frozen, no Christmas events. Thanks to who? Let us see further thanks to who.
- Today 28th December I receive another email from Review Department with following contents: "You still did not provide any documents, please send an email with documents attached". I did send email again, with all the docs. 3rd time!!!!!! Or even 5th?!?!
- Right after i called support and asked to clarify why Review Department does not get any documents, though i sent them before in email and even uploaded to the link that support provided. And even more, support recently confirmed that they see that i have uploaded everything needed.
SUMMARY AND THE PROBLEM: at my last call 28th December 2017, support guy confirmed that by PayPal politics they cannot receive any email attachments. But Review Dep was asking me to send attachments. And the documents that i have uploaded to the link, that support provided earlier. Support guy forgot or did not know, that after he had to attach all my docs to the Review Case, which nobody did that.
SO! Because of broken communication, unqualified Review Department staff, that asked me to send attachments, though THIS IS FORBIDDEN BY PAYPAL POLICIES, AND because of SLOPPY SUPPORT STAFF that forgot to attach our documents to Review case, because of all this our organization activity is damaged and frozen.
HOW TO RESOLVE THIS?
