If I call customer service, any dept call is rerouted to ACI collections

[davidenzoq]

I had a HORRIBLE chargeback experience going back and forth since November, where a guest stayed with 8 guests, left and then charged back the entire vacation.  Initially tried unrecognized charge and then changed it to defective merchandise.  

The amount would destroy my business, and I have only had 2 other chargebacks and won them.  

I have been speaking to customer service periodically through the process.  They suggested I call PayPal collections [Removed. Phone #s not permitted] and collection confirmed I would be fine until the case was closed and that I should call once a month so it doesn't go to external collections.  I just spoke to someone on Monday in customer service.  About a week ago the collection number was saying "cannot complete as dialed."  I thought it was my carrier but it happened on my other line as well.  

Suddenly yesterday if I call customer service from my own line and verify my account, I go through all the steps to pick the department, I get a robo message saying "you have reached American Coradius (sp?) International, any info obtained will be used to settle a debt.”   I spoke to the person who had no idea why I was there, said my case had just been sent there that day, and said I should "call Paypal."  

Every number I have for PayPal does the same.   Finally yesterday I BLOCKED my number and did not verify, got sent to those international call centers where you are on hold for an hour and speak to someone who just reads paragraphs and doesn't really listen to what you are asking.  I FINALLY got the person to get me a supervisor.  My acct is a business acct and they almost almost respond quickly and they are people that listen and understand and think on their feet.  

No one knows why I am unable to contact Paypal by any means at all and I'd love some help.  Sorry this is so long.  

This could finalize wiping out my business and to have Paypal all over the place and disconnecting me from them at this crucial is absolutely terrifying.  

Never used the board before, hope I followed all the rules.  Thanks SO much

[kernowlass]

@davidenzoq 

Contact options for Paypal are accessed by clicking help/contact bottom left of Paypal pages...

1. Paypal phones are slowly re-opening and increasing in numbers (you can use the guest option if you can't log in).
2. Live chat is also randomly available.
3. You can send them a message, during business hours you may also be able to message whilst logged out.
Or
4. Have you considered contacting Customer Service via Facebook or Twitter?
You can send them a personal message from their Facebook or Twitter pages.
It's: https://www.facebook.com/PayPal and @AskPayPal for Twitter.

[davidenzoq]

Thanks for that suggestion.  I have not tried twitter or FB but I finally got someone messaging me, but its utterly useless.  I hear "we don't know why this is happening to you" and then "we are handling it and there's nothing for you to do but sit back and wait."  

There were several steps where I called in after responding to ask details that were not provided in the online transactions and one of the customer service agents even said "you should have waited and called us" and I thought "why doesn't it say that?"  

The buyer has failed on the first chargeback and is now changing it to another category and its CRUCIAL to speak to staff, but how do I do that?  I tried blocking my number, using Skype, as soon as any details from my actual account I route right to ACI.  

If I anonymize and don't enter any info I wind up at the call center in the Philippines and they read me standard language paragraphs and don't seem to understand my questions.  

I can't believe Paypal would do this to me, but the people I'm interacting with don't seem particularly interested nor motivated to help me get my customer service access restored.