I've got a challenge dealing with the Paypal staff over the phone. I initially ordered the Paypal Here in May 2017 and after waiting nearly a month for the reader, I called up and asked where the machine was. The person let me know that I needed some details to be updated on my account and then the "pending" transaction would be approved. A 2 weeks later, the transaction was still pending so I called up Paypal (again) to find out that "there is a backlog of orders" so I had to wait longer. Also, the "pending" status still wasn't fixed so the guy said he would personally fix it. Another few days passed and the "pending" status was still there. I called and the girl said that she would cancel the order and then asked me to order again. I complied. More days passed and the new order was still pending. By this stage I was getting desperate so I called again and the representative said that the item would be "pending" until it was shipped. I had the idea to see if it was in any retail stores and so I checked online and found that it was sold at Officeworks. I rang up to cancel the order and the person informed me that Officeworks had discontinued the item and whilst they could have stock left, it was unlikely so I should not cancel the order yet until going to Officeworks to purchase the device. I hung up and went to Officeworks and was happy to find a device there. Wonderful! I called back Paypal to let the representative the good news and asked him to issue me a refund. The man informed me that they did not offer refunds on the Paypal Here to which I snarkily replied, "the last person I spoke to said you do". He backtracked and said he would speak to his supervisor and then came back and said that he had processed the refund. He hadn't... I checked a few days later and the transaction was still there. So I called the company again and the person said "yes that is normal, the refund has been processed, it will be disappear in a few days". I waited a week and received an email congratulating me on my purchase and informing me that the Paypal Card Reader had been shipped. Hooray! Once more the phone was pressed to my cheek in frustration. The man informed me that he would have a "Return Kit" sent out to me and I could then get my refund. "Thankfully" he said I had contacted them within 30 days of receiving the item as that was the time frame given for accepting refunds. Phew! Lucky me, the ambivalent company was here to help. Tuesday arrived... 6 days after I had spoken to the man, no return package. Pre-emptively, I called up and asked the person to email me confirmation about the package being sent. He transferred me to "disputes" to see if I was "eligible for a refund". I don't think he must have heard what I said. The next villain of the tale was the most infernal of them all! She immediately queried me about why I could possibly want a refund to which I frustratingly responded with "I cancelled the order before it was shipped." She then kept asking to confirm and re-confirm my details, wanted the transaction ID, email ID, all sorts of IDs and then after putting me on hold 3 times, telling me that if I'm frustrated I can call again and deal with someone else and "start over", goes on to tell me that I've been "Approved for a Refund" because you are within the "7 day refund time period". When I angrily told her that I had already been approved multiple times, she said "you will receive your return pack in the mail" and I attempting to calm myself attempted to politely ask for email confirmation of this. She first said she could not give email confirmation and then backtracked to saying that she would send email confirmation. My response was that I would like email confirmation before we end the call as the track record of conversations were not conducive to building trust between myself and the good people at Paypal Inc. She said she could not send it till after the call so I insisted that she send it before ending the call to which she said "thank you for calling Paypal, I hope you have a lovely day" and hung up the receiver on her end. I was flabbergasted! My entire life, I thought that representatives had some sort of a divine requirement to never hang up on the customer... I was wrong ... so wrong. The vast reality of the situation sunk in and I realised that even though I had good memories dealing with Paypal in the past, they had morphed into another gigantic corporation that has lost touch with the people keeping it afloat. The only words that I have right now are "UTTER DISAPPOINTMENT." Any ideas about how to resolve this issue so that everyone is happy?
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