Here's something to consider at your next quality control meeting... I've observed in the past few years a significant decline in customer service. My relationship with Paypal is going on a decade. Lately, customer service representatives are not only abusive but willfully so. Withholding, passive aggressive, and downright lie on calls about the assistance they provide. Failure to conduct proper phone etiquette-Cold transfers and call disconnects with no call-backs knowing full well they have the callback number in front of them-Even used it to contact me. Unknowledgeable about which department handles what. Deceptive about filing claims and adding notes to the account despite furnishing a reference number which turns out to be bogus. Chat representatives, acting like they can't read, much less verify supporting documentation. Deliberately not filing claims even when specifically requested. A complete and utter inability to handle multiple inquires in one call. Will antagonize an already upset customer instead of leveraging de-escalation skills that is a requirement for any form of public interaction-won't even make an attempt. Unable to decipher the reason for the call in the first place-no active listening skills to speak of. Promising to call back and never honoring their commitments. Paypal brand is tarnished. Don't get me started on that poor excuse for an automated teller, can't get to the right department if your life depended on it. Every time I come across a message to contact customer service, I tense up with apprehension knowing I'm about to get mentally and financially **bleep** by these unprofessional representations of this company. One rep in particular abused chat avenues by reply even when asked several times to stop. Employees need serious retraining across the board. Reps are unaware of products and services, and lack understanding of the intricacies of the services they represent leaving customers at a loss why they were asked to speak to them in the first place-they're just as unknowledgeable as the customers. Overly explaining things that are completely irrelevant to the matter at hand, in a weak attempt to regain control of the conversation (if you can even call it that) because their credibility is shot. Deliberately not answering direct questions resulting in salt to injury, when my focus is placed on problem-solving. It is clear resolution is not on the agenda, but "random, algorithmic" inconveniences and sadism. Excessive and unnecessary holds to only come back and ask for information that was already furnished as if they were never listening in the first place. Reps cannot handle simple inquiries or complicated special cases. Leaders of these reps should be held into account. Responsibility falls on the head. Responses are limited to "I can't help you," and "I don't know." Never, "let me go find out for you." Defaulting to FAQs and community forums, which never have the answers I seek, is a gross cop-out to staffing with knowledgeable, attentive, and diligent personnel. The worse part being, when I file a complaint against the associates' misconduct, conflict of interest perverts the entire process. They're not following protocol-Makes me wonder if there is any at all. I fault the leaders, supervisors, managers and the entire HR department as a whole for hiring them and turning their back on their workforce. Some of the associates even had the audacity to state they didn't have a manager only to prevent having to get in trouble for their misdeeds. Customers are told that calls are being monitored and recorded for quality and assurance but when you ask them to pull the call, they'll tell you they will and then crickets. Clearly didn't vet nor properly train your staff. Inexcusable culpable negligence-Worse, it's systemic and pervasive-95% of the time. I am repulsed and personally offended by the condoned immature, unethical, unprofessional, disrespectful, and psychopathic practices-I'm beginning to think it is retaliation for exercising my consumer rights to be heard (file complaints), to be informed (gaining appropriate justifications and explanations for negative experiences, and kept informed of what will be done about it, and documentations for my records), to be safe (from abuse), and to choose (negotiate resolutions that are customer-centric). "For help with an issue, please contact Customer Service." What a joke. Reps don't provide assistance, they dole out disservices. Paypal hires bullies. No one can say, I did not give you all the opportunity to fix this.
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