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Thanks and again, you've been very helpful. I should clarify my issue wasn't with this forum. I recognize the moderator may not be able to respond immediately.
My frustration was the unhelpful answers when I emailed Paypal directly. In part that's because, to send an email, you are compelled to select a subject heading from Paypal's list that may not accurately reflect your particular problem. Paypal then seems to send an auto-response to the subject heading, meaning in my case the question I was asking was not addressed.
In contrast you actually seem to read the messages in this forum and do your best to answer them.
Several of the users in this thread posted they attempted to contact PayPal support. Most received replies that made no sense in the context of the issue. A few were told the 729-725 number is PayPal, but even they were told the customer service reps knew nothing about the issue. Personally, I tried repeatedly to contact PayPal via email. The back and forth exhange went through five or six exchanges. They simply could not understand what I was describing and they refused to forward my inquiry to somebody in your IT security department despite my repeated requests they do so. I gave up.
What you just wrote is the opposite of what you wrote previously. Now you are saying we can just ignore the texts and the payments will go through regardless of whether we text 'yes' or not. That matches the behavior we see on our accounts. So, then what is the point of the system if transactions are not blocked?
I completely understand what you're saying. If I had the answers for you, I would provide them here; however, these aren't questions I have the answers to as the issues you arose aren't how this feature is intended to work. As I said in my last response, I'm going to ensure we forward this feedback through so that hopefully these problems are resolved soon.
In response to your other question about how the feature works - there are two kinds of text messages we send out related to this thread and this feature: one to confirm whether or not a completed payment was authorized by the user, and one to confirm if an attempted but failed payment was authorized. We ask if, "Yes," the payment was authorized by the user, or "No," the payment was not authorized by the user.
If the payment was already completed and we identify that it might be suspicious, we'll send the text and ask if that was done by the user. If they reply "No," then we file an unauthorized case against the transaction. If they reply "Yes," the payment is not affected. This is to prevent declines on PayPal's end against "false positives."
If the payment was attempted but failed to send, and we notice unusual activity regarding logins or payment activity on the account, we'll send the text and ask for authorization. If users reply "Yes," the account is unaffected and they can attempt the payment again. If users reply "No," we restrict the account to ensure additional transactions aren't attempted or approved through the account.
In this way, payments themselves aren't blocked or approved - it affects the status of the account and the completed transaction if we're notified the payments weren't authorized. This is to notify customers of transactions that we suspect may not be approved - even if they don't respond to the text, they'll be notified of the payment and be able to log in to dispute it if they didn't initiate or authorize it. I hope this helps shed some clarity on the process.
Regarding your question about contacting PayPal customer service, I apologize if incorrect information was provided. As I said in my initial response to this thread, this is a fairly new feature and some agents may not be aware of it yet. I wasn't there for the conversations that were had, so I don't have a way to verify one way or the other what information was given. All I can do is ensure the correct info has been provided here to the best of my ability.
As far as our email responses, the initial emails are typically auto-generated, as we often have customers with basic questions that can be answered with our FAQ responses. You can tell whether you received a response from an agent or our response feature by whether or not the email is signed (i.e. "Sincerely, Ashley, PayPal Customer Support"). If you don't see a name, this was an auto response. After responses come to those emails, they are generally forwarded to an agent for review. I'm sorry to hear they didn't understand your inquiry when you contacted us there, and I can assure you we'll escalate this feedback internally.
I know that was a lot of text - I hope I was able to answer what questions I could to help clarify the situation. Thanks for taking security as seriously as we do and bringing these issues to our attention so that we can look into them.
- Ashley M
It sounds like your number may have been connected to someone else's PayPal account before you got it from the phone company. I would advise contacting us so that we can ensure it's marked in our system as no longer belonging to that individual. I hope this helps!
- Ashley M
Thanks for replying in this thread, but your timeline is off, at least in my case. I checked my account online before responding to the text. The transaction was already completed. As several people in this thread mentioned, there was *zero* indication in their account any transaction was pending or in suspension pending approval.
As BenGunn mentioned, the reply to 729-725 failed in his case. Therefore, the transaction never was authorized. So, what is the point of the system if transactions go through even when no authorization reply is sent/received?
In a previous post, I raised several questions. PayPal should give us a response to those questions.
I just wanted to provide an update here with what information we know. The discrepancy regarding the misspelled words is related to character count with some phone providers. We were encountering issues with our messages being too long and random characters were being removed. This is being looked into.
As far as the inability to respond with "Yes" or "1" to the text, what phone provider do you use? We are aware of issues again with specific phone providers not relaying messages correctly back to PayPal, which causes the confusing messages. We are working with them to have this corrected.
Regarding your comment about PayPal losing passwords to fraudsters, I apologize, but that's simply not true. PayPal is and always has been secure. There are three most common ways people's passwords are compromised:
There are of course other ways this information may be gleaned by the wrong individuals, but it is not due to any kind of breach or leak from PayPal. I hope this information helps.
- Ashley M
Just wanted to jump in here as well. Got this text this afternoon. The last time I used my PayPal to purchase anything was 3 days ago. Recent, but not for any reason to receive this notification.
Mine doesn't have an actual amount listed so I have not the slightest idea what somebody was attempting to use my account for. It just says "Did you recently attepmt to make a payment for ? Reply "1" if yes..." and so on. No other notifications though, in email or call, which I found odd. At least send an email also with more detailed information about suspicious activity like that!
I logged into my account on my work computer and changed my password, email address, added security questions and a second PIN to be text to me that will need to be used to approve any transaction. Obviously I was protected initially but it's more comforting knowing I have all these additional hoops someone will have to jump through to try to take that little bit of money I have. C'mon man, it's almost Christmas. You're really going to try and play people like that??
Anyway, thanks for all the info everyone, helped to quell some of my worries. Just thought it was weird that it listed no amounts on there when you all got amounts and such. I'll keep popping in here every so often to see if there are any updates.