I experienced an issue where one payment through PayPal was declined at the POS. That charge was then duplicated, and both charges went through to my bank, despite having been declined. PayPal initiated an immediate refund, automatically, but the refund didn't come through for three days. As a result of the charges that should never have gone through, let alone TWICE, my bank account was overdrawn. At the same time, my student loan payment was pending, so I was hit with two NSF charges by my bank. PayPal so graciously offered to send me a "bank letter" to dispute the charges on my behalf. I had to call a second time just to have the letter actually sent to me, and when I read it, I discovered that PayPal had placed fault with me for "accidentally using the bank account instead of credit card" which is NOT what happened. Additionally, it came through the PayPal Message Center without any sort of logo or official appearance, without any signature of any kind, and with awkward preformatted English. I called back, and had a sweet woman edit the letter for me to reflect the truth of the situation. She informed me she couldn't put it on letterhead. I sent a message to PayPal support through Facebook, and was essentially told it is impossible and it's tough luck, but they can't do anything else for me. We are supposed to TRUST PayPal with our money, our livelihoods in some cases, and when their system causes a mess like this, all they can say is 'whoops, sorry, that's too bad' and forget it? What kind of "professional" service is this? What makes anyone think that a bank is going to accept an unsigned, poorly-written letter on a blank sheet of paper that looks the equivalent of a 10th grade technical writing sample? I am out $70 because PayPal won't accept responsibility for the error in their system, and nobody seems to care. Is there ANY way I can obtain an official letter on company letterhead to state what happened and why I was hit with those fees? I have been a customer for years, and I have never asked for anything. I have bragged about your services and encouraged family and friends to sign up. And they have. Now I ask for a little bit of ink on a sheet of paper, and you can't give me that small courtesy...?
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