I'm really at my wit's end with PayPal customer service and would like to ask for an advise.
On 14th January, I purchased from the LEGO US website. I live in Asia and used a freight forwarding service address for my order. I found out 5 hours later that LEGO.com do not allow usage of freight forwarders and they have cancelled the order.
The order was never confirmed so it went from processing to cancelled.
I paid using Paypal and since submitting the order, the PayPal status shows as Pending Authorisation.
I have contacted Paypal and they are insisting that they cannot give me citing reasons as quoted below:
"I can sense the importance of this transaction to you. This transaction is currently on pending authorization. It doesn't leave the account until the merchant confirms the order. Only the merchant can cancel the pending order. Please contact the merchant to request cancellation. The transaction falls off after 30 days and sends back the funds to the funding source."
"If we could just cancel it we will to save your time and effort. There's no way for PayPal to cancel a pending transaction with customers and merchant because we have a policy. Maybe you are just talking to the seller. Advise the seller to contact their PayPal manager so that the transaction will be cancelled to the main PayPal account."
"Even we escalate this we don't have access to cancel a pending authorization. If we just have an access I will not waste your time messaging us again and again."
"We can only contact or coordinate with the merchant if there's a disputed transaction for a completed order. Since this is pending we cannot contact them. You can contact us using this phone number."
I initially had issues contacting LEGO.com customer service as it automatically changes the site to my country instead of US Customer Service. But I have found a way to do so and have just sent them an email prior to writing this post. However, they have put a notice that it will take them a minimum of 10 days to respond to emails."
I am so frustrated because honestly, I do not see how it is anyone's fault but PayPal. In the first place, the order was never confirmed by the retailer so the money was with them all along and even now. I have provided them several proof such as LEGO.com's email and order status from the website showing the order was cancelled but they refuse to release my money back to me. I told the agent that it seems like they do not believe me when I say my order was cancelled so I told her to contact LEGO.com directly to verify my claim and yet she refuses saying that they cannot coordinate with the retailer because my order was never confirmed. At this point, I'm already speechless and do not know how else to reason with them.
The customer service contact number that the rude PayPal customer service agent named Analyn also said that their customer service hotline has been closed due to the COVID-19 regulations. She gave me the number knowing this and afterwards stopped replying to my messages.
