Refund dissappeared into a black hole

[denall]

Well this is my third posting about this refund in 3 days,I don't seem to be getting any further in finding out about what has happened to the pending £85.50 refund.I did receive an email yesterday form an account specialist who stated that since the refund was a partial refund,it would be deducted from the full amount of £214.98,therefore I would only be paying the seller £129.48.However Paypal has already paid the seller the full amount of £214.98 and this money left my bank account on the 22nd January 2014.

It gravely concerns me that if a Paypal account specialist can't get this right,then this affects my confidence in continuing to use Paypal in the future.Meanwhile,I remain £85.50 out of pocket and as a pensioner I cannot afford to be without this amount of money.

Not sure where to go with this now,it would help if I could directly speak with someone from customer service,but it just appears to be automatic,messages,so not  helpful.

I will be speaking with my MP who is Davis Blunkett and ask his advice about what I can do.

I am feeling so helpless now about this.

[bee_cee_gee]

exact same thing has happened to me! sent payment on the 22nd, the money was taken from my bank account, the payment has been reversed and had yet no money in either my bank or paypal accounts!!! sent numerous email, no reply!

[denall]

Thanks for taking the time to respond and sharing your own difficulty with me about Paypal

I have had a response from Paypal,stating that my refund will be in my paypal account on the 29th,but I will not be confident about this until I actually see it there.

Its quite ironic that this should happen now just after I completed a Paypal consumer survey,and because I have not had problems before I scored them high,I wish I could claw back that survey,since my scoring would now be different.Its obvious that receiving a partial refund is a complexed procedure for Paypal,and I feel its in the favour of the seller and not the buyer.

I will be taking this issue up with my MP- David Blunkett in the hope he will raise it in Parliament,because I feel this is yet another agency that lacks transparency,and the consumer support is terrible,especially when you are unable to speak to a "real" person.

This issue has caused me a great deal of anxiety,which could have been avoided,if I could have spoken to a "real person".So for the sake of my mental health,I am considering shopping on the high street and not using Paypal in the future.

I do hope you get your issue resolved.

Regards

Denise

[kernowlass]

This arises because your seller has refunded you before your initial payment to them has cleared from your bank to PayPal.

When you sent your payment, the money is not instantly transferred from your bank account to the recipient’s PayPal account. Instead paypal instantly credit the recipient's PayPal account on your behalf and simultaneously request the same amount from your bank account to reimburse themselves.

It takes 5-7 business days for the money to arrive from your bank to PayPal (same timeframe and method as an eCheque in fact). If your Instant Bank Transfer is refunded, this refund cannot be completed until paypal receive the money from your bank to cover the original payment paypal made.

A ‘Temporary Hold’ is ‘Placed’ on your refund while your bank processes your initial transfer request. When paypal receive the money from your bank, it will be credited to your PayPal balance.

[denall · Accepted solution]

Thank you for your response and explaining the process clearly for me,as I keep saying,the customer service could be improved by the availability of speaking to a "real" person by telephone.

I have now been refunded the money.

Regards

[kernowlass]

You can speak to a "real person by telephone".

Go to "contact us" bottom of EVERY paypal page and use the email or "call us" option.

[denall]

I tried that,but just got a menu and automated responses,there was no stated option for actually speaking to someone.When I telephone my bank I just press the hash key to speak to someone,other agencies tell you to hold if you want to speak to a customer advisor.

[kernowlass]

What you do is not select any options > that gets you through to an agent

OR

When you get through just say the word "agent" instead of selecting an option.

[denall]

thanks for that useful information.Cheers

[kernowlass]

No problem, I only found out by "experimenting".