Customer services don't respond recycled email that I've had for over a year

[FluffyDog]

What can I do when PayPal won't help with an issue that I've been trying to get resolved for over a year?

I have contacted customer services almost every month over the last year and asked to get the issue escalated but still I don't get any answer or help from the customer service rep. Every time I phone or email I get passed to different people, all of which can agree and see the issue I'm describing and they all say they will escalate the issue but I'm still waiting and no further forward on the problem.

Once someone did give me a reference number but whenever I mention it to other agents it doesn't help!

What can I do?

I've tried complaining about poor customer service but even that doesn't help!

Kind regards,
Chris

[PayPal_JonK]

Hello @FluffyDog, 

Welcome to the PayPal Community! I'm sorry to hear you've run into some issues with your account recently. Here's a Help Center article including all of PayPal's Customer Support contact methods. You're also welcome to detail your concern here as we may be able to point you in the right direction. 

Best wishes!

 - Jon K

[FluffyDog]

Thank you for your reply Jon K, so what you're saying is that if customer services are unable to help there's no other departments that I can get in touch with to help or escalate an issue?

I'll describe the issue I've been having and see if you can suggest any other options:
I have had a paypal account for many years possibly 20 years.

3 years ago I bought a domain name that unbeknown to me had already been associated with PayPal.

I need to have the email address from that domain name removed from the other customer's PayPal account.

PayPal tell me to email [removed] from my new domain name's email address, I do that and type word for word the information I've been told to submit. PayPal resopnd as I get an email telling me to sign into my PayPal account to see the message centre inbox. Unfortunately I can't do that as the account is assigned to another person - I have tried resetting the password to get logged in and I can do that however they have 3rd factor security enabled so it wants to phone/txt the other person's mobile to get a code before I can login.

Every time I contact PayPal customer support they tell me they understand the problem and that they'll escalate the issue and make sure that the unsolicitedemails team respond to me by email rather than through PayPal's message centre but they never do.

So as you can see there is no way to solve the issue.

Do I need to look at legal procedings? Who would I need to contact in that case?

Kind regards,
Chris

[PayPal_Meghan]

Hello @FluffyDog, 

Thanks for reaching back out with more information! 

I understand you created a new domain with an email currently linked to a PayPal account. I apologize for the frustration you have been caused because it hasn't been resolved. If someone else has accidentally used your email, the correct process is to have you send an email so it can be investigated. Working with Customer Support would be the best option to ensure it's properly investigated. It sounds like you may have been working with Customer Support over the phone by selecting 'Contact' at the bottom of our website. I might also suggest reaching out through one of our Social Media platforms since this hasn't been resolved yet. Feel free to copy what you stated here on the Community, so you don't have to retype everything. You can send a DM to @AskPayPal on Twitter, a PM to facebook.com/PayPal, or a DM on Instagram at instagram.com/PayPal. 

I hope you can use the email soon! 

- Meghan

[FluffyDog]

Thanks for coming back to me about this issue Megan, unfortunately you slightly misunderstand what I've said.

I bought a domain name about 3 years ago but I had no idea that it had already been used/associated with someone else's PayPal account. So before I bought the website name/address it was being used and still is associated with another person. So I am the new owner of the email address and have full control of sending and receiving emails but when I email PayPal they only use the message centre that I am unable to access as it is associated with this other person.

I have tried so many times with customer support and I have got nowhere because I keep getting told to do the same thing.

Are there no other departments that I can get in touch with that will actually take the time to read and help resolve the issue that around 10 - 15 customer service representatives understand and can see but they have to follow what the computer says and therefore nothing gets resolved?

Kind regards,
Chris