Formal Complaint about PayPal

[Bazzinator]

I would like to make a formal complaint about PayPal.

Is there any Ombudsman, Consumer Watchdog available for this? 

I know it's probably too much to ask, but do PayPal have any internal complaints area for investigating complaints about their own staff?  It's not really misconduct that I want to complain about, it's just ineptitude and unsuitability for the jobs they are doing. I have emails with responses and names of PayPal staff that clearly show that whilst they are performing professionally in terms of courtesy, they are not performing professionally in terms of taking the time to understand and resolve issues. 

I do have names of the support staff, and email evidence that can be clearly shown to be neglectful and lazy.

Please help.

PayPal have no regard for their customers. PayPal are a law unto themselves. There is no simple way to complain to anyone about PayPal, so they do as they please. If you try to get a resolution through website links you will find that many of the links are non functional because PayPal do not want to hear from you. If you phone them you will be placed on hold for extended periods because PayPal are hoping that you will get tired of waiting and just go away. If you are a business customer and have access to PayPal through business email you will invariably receive copy/pasted replies, because the support staff at PayPal just see your email as a nuisance to be dealt with quickly. They will not read your email. They will skim over it, entirely missing the point, and then copy/paste a prearranged text that usually doesn't  answer the question.

By doing the above, PayPal staff hope that your problem will become another staff members problem when you re-contact them about the non-answer they give. This creates frustration for the customer and vast numbers of unnecessary cases, revised cases, resubmitted cases and appeals. If PayPal handled all inquiries efficiently on the first contact, some estimates are that PayPal would reduce the number of complaints, cases, phone calls and emails by around 83%.

However, because PayPal have let the situation escalate to the point where support staff are inundated, support staff see their only option being to reply to written complaints by a quick copy/paste rather than addressing the problem efficiently, and to leave callers on hold for extended periods. This creates the vicious cycle of Customer contact - PayPal fob off - repeat Customer contact - repeat PayPal fob off - repeat Customer contact...

If you are patient enough to wait for someone to answer the phone, don't be surprised if the operator seems a little vague. They do this because they really can't be bothered talking to you, and they are hoping that you will become frustrated and hang up.

The whole point of PayPal "customer service" is to frustrate the customer to the point that the customer no longer wishes to waste any time complaining. I'm not sure what page of the PayPal training manual this is on, but it should be moved to page 1 because it seems like it is the prime directive for PayPal support staff.

If your time is valuable, just cut your losses, hang up, and bag PayPal out to as many people as you possibly can. 

[kernowlass · Accepted solution]

@Bazzinator 

If you go to the bottom right of paypal pages > legal > user agreement > there is a section in there that gives you various options to complain about paypal.

I can't link it for you as its country specific so you need to use the Aussie info.

[Bazzinator]

Thank you very much. That has the information I need.

[cinderfella]

I have spent £70 in the last three days contacting PayPal.

Nobody able to help me properly & last told a lot of rubbish.

Told that my bank was rejecting my bank transfers & after contacting Nationwide

found that Nationwide do not decline transfers into my account.

So £70 spent & nothing to show for it.

I have been trying to reverse an accidental transfer of £10000 in order to complete a property purchase.

Now I am desperate because I stand to lose my deposit of €6000 as I do not have that £10000 in my Nationwide account.

Paypal service, what service .... it’s a load of twaddle !!!

[kernowlass]

@cinderfella 

If it was a transfer TO your paypal account then only your bank can recall it as paypal has not received it yet.

If it was a transfer FROM your paypal account TO your bank then it can be 72 hours transfering and can't be reversed.

If you made a mistake in transfering the funds accidentally then i hardly think paypal is to blame for that mistake or you not being able to remedy it.

[hc548219]

i D spent ONE month to paypal and got 1 useless answer, later cant find anyone else with reply. my remittance is USD700 held with paypal account with Bank of America HK and i m still waiting for BOA response since i never have solution from paypal HK, shameful

[mas8]

I did as you suggested but it goes back to my resolution dispute case

have contact obdansmen but they can't help

any other suggestions please

[Bazzinator]

https://www.paypal.com/au/webapps/mpp/ua/useragreement-full?locale.x=en_AU

[cinderfella]

What action do I need to take to remove this £10000 for active use on Monday.

Do I not need to take action today.

Also my bank expected me to be able to use my money right away after the accidental transfer,

as did I . Surely that is a norm reversal with no hassle after a phone call ?

[cinderfella]

If I have £10000 sitting in my PayPal account with a note ‘available to use’ then why on earth can I not transfer this amount immediately to my bank account. It is a cleared balance but being jammed by paypal. It really is NOT GOOD ENOUGH !!!!