First let me say I have had PayPal since 2003. There have been only 3 occasions that I've had to contact Customer Support, including the reason why I'm writing this, and have had nothing but issues each time. I also live in Maryland, US, and haven't traveled out of the US in over 20 years (this is pertinent to my query, just hang on a sec).
I have the debit MasterCard provided by PayPal, and haven't had an issue until recently when I noticed two transactions from Canada. On Saturday, 12/19/2015, I called Customer Service to dispute the charges and cancel the card as both charges were with the debit card. I was told a provisional credit for both charges would be issued and that my backup funding would not be charged for payment (I did not have a balance at the time). Another card was being sent out to me. I was never told how long the dispute process would take (10 business days I later found out).
Despite a credit for the first disputed payment being applied, my backup funding was still charged. From what I can figure out on my own, the 2nd disputed charge was paid with the credit I was given (a credit for this was later applied to my account balance), and a valid charge was applied from the account balance. I tried calling twice to resolve how the payments were applied and to get a refund for the disputed charge. The first time I got through quickly to someone who couldn't help me. I was at work and unable to hold any longer while they transferred me to someone who supposedly could help, so I said I would call back. The second time, I sat on hold for 20+ minutes and gave up. So I sent an email through their services, and despite being told I would get a response in 24 hours, I haven't heard anything. I've now sent a second email, and while it is Christmas eve, I'm pretty sure the earliest I would get a response is Monday, if at all.
Has anyone else had issues with support not reaching back out to them? Should I just attempt another call to customer service on Monday, but clearly after I get off work so I can have time to sit on hold?
Also, does anyone think the dispute will be reversed in my favor? When there has been an issue with my bank card, I haven't had any issues with a dispute being handled in a timely manner (usually 2-3 business days, not 10), but this is my first time with an issue like this here.
EDIT: I realize this is now in the wrong category (the drop-down option moved as it was posting), and I don't see how to delete or move this post. Rather than double post, can a moderator move this please? Thanks for any help.
