What do I do when my money simply isn't there and PayPal's phone number doesn't work?

[myBadStudios]

Hi

My WebHost, 1and1.com, claim they sent me a refund on the 23rd of November but even now on the 9th of November I see no record of that transaction in PayPal. Nothing under pending, nothing on hold or refunded or nothing... It's just not there...

I tried calling them only to get 2 rings followed by "You have reached a non working number" so contacting PayPal is out of the question also.

My only recourse is to ask you, the general community what is happing on my account and hope that someone from PayPal actually reads these forums also.

What do I do? Where do I click? Who do I contact?

Thanks

[DPCreations]

Why were you expecting a refund from 1and1.com?

How do you pay your monthly bill to 1and1.com?

I've had 1and1.com for more than 10 years with 10 or more domains, 2 small websites and an ecommerce site and I've never had any billing issues.

You should find some contact infomration on your main 1and1.com page.

[myBadStudios]

I closed my account with them due to really bad customer service. After closing my account and citing my reasons for why, they offered me a refund of my last 3 transactions. 

None of that matters in relation to my question though. 1and1 customer support has given me the PayPal transaction number for the refund and claim they made the refund but the money is not there.

how many domains you have with them and for how long will not change the fact that they say they sent the money and PayPal is saying they did not. My control panel will be of no use either seeing as I closed my account...

So, back to the original question: What do I do when money that was sent to my primary paypal address does not appear in PayPal  14 days after they said they made the payment. (just got off the phone with them and they said the transaction occured on the 25th. It is now the 9th)

What I have: 

- Transaction date

- Transaction number

What I don't have:

- The money

[DPCreations]

How you orignally paid your 1and1 account would be important as a refund would generally go back to that account.  So, wy were you receiving the refund to PayPal and not a credit card?  If the refund was to your PayPal account how did 1and1 initiate the refund?

If you don't want to disclose details, then go the the US 1and1 web site for contact information--but you already have that.  So, no much else to do.

[Whac-A-Mole]

are you sure the email address is correct?

[myBadStudios]

I paid them via PayPal not via Credit Card which is why I got refunded to my PayPal

I got am email from them saying they are going to refund it into PayPal and quoted the account they were gonna use. The account is in deed my primary account. 

I thought maybe they misspelled it or something so I phoned them and asked them to read back the email address letter for letter and they have the correct spelling. 

Logging into my PayPal account I can see the last deductions made by them and by NetFlix as well as a payment I received from someone else today (and appeared in my account today also).

What I don't see is any trace of that refund...

If someone can give me a direct email like [removed] I would be greatly appreciative also. It seems they are doing a bang up job of making sure they don't receive emails and forcing me to ask you for help instead of the people who actually have the power to access my account and do something about it.... 😕

[DPCreations]

So, if it's a refund back from how you paid, it should show up as a refund to those last three payments.  Did you chech of those payments to see if a refund has been applied?

To contact PayPal customer support, click on the "contact" link the bottom of the page for options.

There is an email option there also, but PayPal doesn't resolve account-specific questions by email. It will need to be a phone call and it will take a lot of patience and persistence, maybe even multiple calls to reach a person who comprehends English enough.  So, just keep on trying.  Support leaves a lot to be desired, but it's all there is.

[myBadStudios]

Support seems to suck on both their end and on PayPal's end...

If you read the OP again you will see that I phone them twice and both times I got 2 rings folowed by a machine saying "You have reached a non functioning number". So calling them is not an option. 

As for 1and1... The first support staff guy told me the transaction went through on the 23rd. The second guy told me he found the details on the 25th. Already a "WTF" on their end.

Next, they can't have issued a refund by clicking on refund in PayPal since I have a quarterly deduction and they did a refund of the last 3 transactions... I sincerely doubt that money they ACCEPTED from me me 9 months ago can be refunded via a refund button in PayPal 9 months later... I can't check in my 1and1 control panel because my account is closed...

Obviously what they did was tally up the money and send me a once of payment and called it "a refund". 

But I do know that I didn't receive any refund due to 2 reasons: 

1. They told me the date on which they issued it and there is no record of it

2. My balance is $0.00

Kinda makes it obvious that the money wasn't received. 😞

[DPCreations]

I've never had a non-working number when calling PayPal; long holds and bad English,yes.

Did you follow the link from contact and then login to make call.  You use a one-time passcode for better (not good) service.

[myBadStudios]

Yup... I was on the page with the OTP open right in front of me and I dialed the number that was on screen with it...

No joy. Not sure what time it is in the US now so maybe they are closed at the moment? Will try again later.

You actually already answered my question... although you gave me bad news. If they are not prepared to help me via email but only via a phone call then I am totally wasting my time in here. All you can do is tell me to use the website and call them. Nothing much you can do and my hope for someone from PayPal jumping on and telling me "Click here and here then there and there to get to the page where you can see this and that", that is NOT gonna happen either 😞

So thanks for the help thus far. Good service from you, bad answer 😞 Right answer, maybe, still a bad one... 😞 Will jut have to keep on dialing and hope for the best... or write off the $81 as a **bleep** claim from 1and1