Recently, Paypal has updated its messaging system. Though I think it's a new design, the customer support has totally been damaged. Previously, I could get a hold of an agent within a few hours of me sending a message; now, it's been 5 days and PayPal still hasn't contacted me whatsoever. I know the COVID-19 virus has extended customer support; however, this is unacceptable. I have a small business to run and I'm currently trying to resolve a limitation. Again, I'm going to establish how this new system has damaged customer support and has left me, a small business owner, unable to utilize PayPal services. Before the new email system was updated, I contacted support about my limitation and expressed to the agent how PayPal totally interpreted the information wrong. Andrew- the PayPal agent who helped me- submitted my case and notified me that PayPal should get back to me within 48 hours (btw Andrew was extremely helpful and helped me ALMOST resolve my problem). More than 96 hours later, PayPal's new email system has wiped my conversation with Andrew and fails to respond to any questions and concerns I have. Please, let me know if I'm the only one experiencing this problem. Even though many businesses are being substantially affected by the COVID virus, PayPal- a business definitely not characterized as "small"- should be actively helping small businesses with any complications. I thank PayPal, however, for their new series of policies that lightens the load on small businesses. If you're a PayPal agent, please reach out to me. Thank you.
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