I have spent days and numerous emails (none were answered) regarding a payment that Paypal Received but now cannot find in their system. They put this payment in "Pending". The customer has paid all his Paypal Invoices for 3+ years, I have been a PayPal customer for over 10 years.
Problem: Paypal details said they received the money on my Invoice: ##### which was paid by my customer on Jan 12, 2019, 9:26 AM and shows no PayPal generated invoice was outstanding. Then I went to my PayPal account to check that the money was available. To my surprise, even though PayPal's own messages showed the time, date, and who paid the invoice, the "Manage Invoice" showed "Payment Pending". When I tried to get a transaction ID, I received this message ": We are not able to find this transaction id. Can you please check and try again later." I tried this every day several times a day and received the same error message. These MONTHLY payments from this client were always available the same day received in the past 3+ years using Paypal.
When I finally got tired of waiting for email messages, I phoned PayPal Support. I talked to a very courteous girl who tried to help me out but, kept on reading her CS cheat sheet of answers to customers, which never answered my question or could help. I asked for a supervisor and was transferred to a "Mathew" (most likely a fake CS name) who assured me he could help. After he looked at the problem, he said there is a problem and not help me. He suggested I have my client cal ask for "operator", then ask for "payment". I suggested that someone from Paypal should call him, as it IS a PayPal problem and he said they cannot.
This is a client who pays me a small monthly retainer and sends me thousands of dollars in checks for the monthly services I provide his businesses. Needless to say, I surely do not want to lose this business to ask him to call this customer service and go through a non-person automated service center.
I decided that I would try to call first to see what he will be experiencing on this call. What a horrible experience that resulted and no answers to include asking for "operator", then asking for "payment".
So I tried calling "Mathew" again and was on hold over 15 minutes. Really great PayPal Customer Service. Nothing has been resolved, PayPal has my Payment, my client is not happy with Paypal, and no answer from "Mathew" or another supervisor with a fake name.
I also use another payment company for my large amount invoices and I am contemplating using them for my payments and selling that I use PayPal until this is resolved and PayPal releases the money they received to my account.
Any suggestions will be helpful.
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