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PayPal customer service is completely incompetent

Member

PayPal customer service is completely incompetent

Does anyone else have issues with PayPal customer service promising to refund postage and then never doing it?  Are they liars, as bad as the fraudsters they support through their payment platform or just completely incompetent?  Or all three?

 

I paid for a web purchase via PayPal for an OEM product advertised by a company purporting to be based in the UK.  I received a cheap Chinese generic product, with a UK return address on the parcel.  When I asked to return for a refund I was told by the supplier I had to send it to China (in breach of UK consumer law).  I complained to PayPal, and they also told me I had to send it to China, therefore being complicit in internet fraud, but offered £15 towards postage.  Oh I forgot to mention that I have discovered subsequently that this company has been supplying fake products for ages, and the internet is full of reviews about them, and PayPal lack of action in dealing with it for years.  I have finally got the refund of the original product, but PayPal keep avoiding paying me the promised postage refund.

 

Their resolution centre is anything but...it is just something they hide behind, presumably hoping that if they can keep avoiding addressing the question you ask, you will eventually give up.

3 REPLIES
Volunteer Advisor

Re: PayPal customer service is completely incompetent

@malcf

 


Paypal state this >>
PayPal is not obliged to reimburse you for any costs that you incur to comply with any of PayPal’s requests for cooperation for the purpose of resolving the problem (including, without limitation, costs that you incur to return a SNAD item to the Payment Recipient or another party as PayPal requests), although sometimes it may reimburse these costs.

Although they will compensate you for some of the cost if you have activated this at some point before you made that transaction .....
https://www.paypal.com/uk/webapps/mpp/refunded-returns

If you did activate it then have you clicked on the relevant transaction and 'claimed' the shipping refund?
If so then it takes up to 10 WORKING days.

 

 


Advice is voluntarily given.
Kudos / Solution appreciated if I helped you.
Member

Re: PayPal customer service is completely incompetent

Thanks Kernowlass...

 

PayPal offered to refund the postage over 2 months ago, but have failed to do so.  Frankly I don’t care about policies - if a company says they are going to do something I do not think it unreasonable to expect them to do it, particularly when they are trying to cover up complicity in internet fraud.

 

They did tell me about the pre-registration for postage refunds...last week...but obviously I would have needed to have pre-registered in February when they told me they were going to refund the postage (when they didn’t mention it), so I can’t claim on it!

 

I have now had over 20 generic responses to the question “how do I raise a formal complaint with PayPal?” which they refuse to answer, and their portal keeps giving me an error when I try (“Oops something’s gone wrong haha hehe...try again”).  I guess they must think they are great because they probably don’t get many complaints.

 

if they actually bothered to read any of my messages they wouldn’t keep coming back with trite answers - such as raise a dispute (done that, got my original money back already - muppet, look at the history file).

 

I stand by my original statements - liars, incompetent, corrupt organisation with excruciatingly poor customer service.

 

Thankfully they are giving me a fantastic case study for my work in customer experience, and I hope they will enjoy the wide publication of this sorry saga throughout the summer...

Volunteer Advisor

Re: PayPal customer service is completely incompetent

@malcf

 

Sorry but if you didn't activate the link for free shipping returns which has been on all paypal accounts for the last 2 years then sadly paypal are not responsible.

 

BUT if they told you to return the item and said they would refund return postage without checking first that you had activated the link before the transaction then they were wrong to do so.

 

BUT either way to get a refund you still have to return the item back to the seller.

HOWEVER as the seller seems to have scammed you by pretending to be UK based then personally I would have bypassed Paypal and done a chargeback directly via my credit card issuer.

That of course only applies if you did fund it with a c.c. but my advice is to always do so, then you have a 2nd level of protection when you get let down by Paypal.


Advice is voluntarily given.
Kudos / Solution appreciated if I helped you.