PayPal support willfully suppresses "manual card verification" concern with weak irrational advice

[Anonymous_User]

PayPal support willfully suppresses "manual card verification" concern with weak irrational advice after requesting and being provided with highly sensitive information to that end

Easy-peasy background

I have been with PayPal for over five (5) years and I have a handful of bank/card accounts connected to my account. All of these accounts are verified and have gone through the usual verification process. Most recently I added a new card to my PayPal Wallet that I also want to get verified, the very simple reason being that PayPal obviously wants me to: "Please confirm your debit or credit card to complete verification and remove the pre-set limits on your account." Also, really, who doesn't want their card verified when they link it to PayPal?

I am aware that in order to verify my card PayPal has to deduct from it a temporary fee, which it successfully did. I 100% understand this protocol. Now further to officially verify my card PayPal needs me to "Check your card statement for the code. Enter the code to confirm your card, and we’ll lift your spending or withdrawal limits."

Sure, I can do that. Except that the 4-digit code that was expected to be in the transaction description pertaining to the fee charged is nowhere to be found. Thus my move to avail of the "manual verification," which, as it stands, requires other modes of confirming my identity and rightful ownership of the card. To this end I therefore opened a support ticket.

On a side note, I want to use this card specifically for ads and other subscription payments online, thus I also wanted its currency changed to USD (this has been done).

The timeline of the support ordeal

Imelda was the first to respond to my concern. I was glad she immediately understood my problem. As such, she laid down the needed documents to "manually complete this process for you":

• A copy of a government issued photo identification such as a passport, driver's license, or a national identity card in your name.

• A copy of the debit card or credit card statement that shows at least the last four digits of the card, your name and your postal address matching the address registered in your PayPal account. (Please note: we need the copy of the statement showing the line item for PHP100.00PHP but not the code)

In compliance therewith, I uploaded all the abovemetioned requirements. I uploaded my driver's license; a screenshot of my statement as shown in my mobile banking app (which does not show the 4-digit code, only the deducted amount of PHP100 with the description "ONLINE PAYMENT LOCAL"); and the card itself where my name and the account number are printed on. I also uploaded a billing statement of my internet plan as additional requirement.

Realizing how tedious contacting PayPal support is, I asked Imelda to change the card's currency to USD if she could at the same time so I would be spared another support ticket feat.

I never heard from Imelda again.

After about forever Kristal Chaste got back to me, without actually contributing much.

Then there came Maries, considerably the fairest of all (she was quick to change my card's currency to USD). She understood that the 4-digit code is not reflected on my statement, both on the mobile and the web version of my bank's app. She said, "If you want us to manually verify your card, we need you to submit a PDF file or paper copy of your statement that will show your name and at least the last four digits of the card."

The downloadable Account Statement provided by my bank does show the Account No., Account Name, Currency, Account Type then the Transaction Details, but sadly my name there is reflected as "New Account" (maybe because it indeed is and it is a protocol to tag it as such for some time), compelling Maries to not accept it, saying, "I apologize but we won't be able to use it. I suggest that you obtain a paper copy from the bank that has your name on it."

Which I did. Just yesterday.

I got back to Message Center to upload the scanned printed bank statement in PDF format. Spoiler: I am a former employee of the bank so the people there and I know exactly what PayPal wants. Finally the paper statement shows more details than what are shown in the mobile/web banking app's downloadable statement. It has my name, address, account number, transaction logs all displayed crystal clear. Now try to imagine all the sensitive information I have sent their way already. From my driver's license, third-party billing statement, photo of my card, screenshot of my transaction history, to this ultimate requirement of a PDF copy of my scanned paper statement. I have submitted all these to have my card "manually verified"; I even almost resorted to taking a video just to confirm it is me they are dealing with.

Ivy then responded to my latest message. Despite repeated claim and confirmation that the 4-digit code is nowhere to be found in my statement, it was as though she did not open the file and just told me, "It seems that the PayPal charge has not reflected yet. This charge and a 4-digit PayPal code appear on your card statement within 2 to 3 business days. The code sequence appears as PayPal*1234CODE or PP*1234CODE."

Like, it has been a week since PayPal charged my card and the fee dated November 23, 2020 in the transaction details is right there, being the latest log. TLDR?

I explained the whole thing again only to get this response from Ivy: "The manual card verification is no longer necessary since your PayPal account is already verified." Yet PayPal in fact notifies me to verify my card and I as well intend to. Plain and simple: why not? I told her that it is not about my PayPal account being verified because it has been for years. What I want you to help me with is manual card verification because both PayPal and I share this purpose: "Please confirm your debit or credit card to complete verification and remove the pre-set limits on your account." Now here we are, me uploading everything you asked for the "manual verification" and then you steering away from the point.

I waited for another reply until Anna Rose got back to me, completely missing the point and thought my concern was about when the charge will be refunded. After another explanation spree she left me hanging, telling me she was reviewing my account logs. After 20 minutes she returned, saying, "I just spoke with a senior specialist and was informed that the codes may be available on the next paper statement."

I have already been charged the fee without the code, yet they are telling me that the code "may" appear in the next statement. How is that even possible? There is no way the code will appear in the statement without a corresponding amount. The amount in question has already been reflected absent the code. This is the very reason why a "manual card verification" is in place.

She went on to assure me that, "Your account is already Verified as I have mentioned earlier. There are times that the system will automatically verify a card once the bank allows the card to be charged..." Moreover, "Since you have been with Paypal for more than 5 years, there are times that the system will confirm your status automatically."

If so, then why are you not verifying my card when you are able to now? That is just so inconsistent with the purpose behind the "manual card verification" as alternative. It has even been changed to USD at my request, a constructive acknowledgment of my actual and unequivocal ownership of such personal effect.

All those highly sensitive information I sent your way to follow through the "manual verification" of the card, yet you keep steering away from the principal point.

The crux

I have no issues regarding my verified status on PayPal. I am proud and serious about that. What I want is for my newly added card to be verified. Is it really that difficult to comprehend?