to be pissed off at Paypal?

(14 Posts)
AteRiri Thu 17-Nov-16 00:38:25

So I called the customer service about a pending payment which has already been deducted from my account. I was told it will undergo a clearing system so it will be released within five business days.

So I asked, what was the problem? Why wasn't I given the option to use instant payment when I made the transaction?

Staff said it's because I had a failed transaction one week ago. So I asked, but why was I able to use Paypal without a problem five times after that? She said, its because Paypal used your second funding source, the credit card.

So I told her, you know I actually don't understand why that failed since I have two funding sources. Why didn't Paypal use the second one yesterday? Also, I had funds in my first account. If I didn't, why didn't it use the second one like the first five transactions after the failed one? As a result, I was fined by my bank.

Then she said, Paypal does not know what happens with your bank (which obviously I knew), it does not matter if you have a million dollars in your account (her tone was very condescending but I let it go)

Then the staff said, you were given an option to use your credit card directly when you checked out on ebay. I was surprised because essentially she's saying I shouldn't have used Paypal. Isn't she supposed to be promoting her product?

Anyway so I continued, I said, ok so my echeque was deducted immediately but it needs to undergo a clearing system (repeating what she said) and she interrupted me and said, "I have already explained that". I said yes, you have, that's why I'm telling you I understood it.

I'm very pissed off. You'd think Paypal is a convenient instant transfer option but no.

LetsAllEatCakes Thu 17-Nov-16 06:40:33

I'm confused. You have more than one card linked to your account, last week used the wrong one and the transaction failed? Then used the second with no issues. Then tried to use the first dodgy one again which has put a hold on things?

My account asks which card to use, if it fails then it fails and won't go through at all. I've not tried it twice though.

They won't just use another card even if it is linked, it's your responsibility to check that yourself. They should decline the transaction though and communicate why. I'm surprised the first time it happened you weren't told to remove or update the card.

Seems odd for her to suggest not using PayPal but you should have protection on your cc thats not on a debit.

AteRiri Thu 17-Nov-16 06:47:44

Yes, I have two cards linked on my account. One is a backup card, as stated here:

*How does Paypal back up funding source work?
Backup payment method information. If your PayPal account balance does not have sufficient funds to complete the transaction you can choose a backup funding source to complete the purchase. Your maximum backup funding limit is the same as the daily spending limit on your PayPal Debit MasterCard®.*

AteRiri Thu 17-Nov-16 06:50:39

That's my point. If it would not go through, then it should have been denied. But it didn't. It went through.

Also, the failed transaction was five transactions ago prior to yesterday's. So it does not make sense that that was the reason. Plus, my primary card had funds.

AteRiri Thu 17-Nov-16 06:53:15

Sorry, that did not explain the two cards.

Anyway I have two cards, one is a backup card. It says so also in the Paypal interface.

Anyway, my point was, why did it go through in the next five transactions after the failed one, but on the sixth it didn't? That was the question that they couldn't answer.

AteRiri Thu 17-Nov-16 06:54:34

Here this link experienced the same thing I did.

LetsAllEatCakes Thu 17-Nov-16 07:00:14

Sounds odd. I'm surprised they didn't inform you by email at all, sounds like a bug in the system.

You should email their complaints and technical advice department to try and get an answer. I suspect a glitch in the system.

AteRiri Thu 17-Nov-16 07:00:39

Whenever I'm paying a message pops out saying that the second card is a back up and will be used if the first doesn't go through. Which is the same thing that the posters in that thread experienced.

If it's not the case, then they should remove that message as it is misleading.

AteRiri Thu 17-Nov-16 07:02:39

LetsAllEatCakes

I did, and they just give me generic answers like "the system detected a risk", etc. They couldn't answer why it did not go through the second card. And why I was able to transact five times after the failed transaction before this flag. Plus, the customer service staff I talked to actually (like I mentioned) suggested I use credit card directly instead.

LetsAllEatCakes Thu 17-Nov-16 07:08:57

All you can do is ask for it to be escalated, in writing, to someone who can help. That you are concerned that the system will glitch again and you'll be unable to use your account.

Otherwise you'll have to just let it go, especially if googling shows nothing too. Frustrating but not much else you can do.

AteRiri Thu 17-Nov-16 07:11:22

Told them if there's a way to further look into this. They said there's none.

It's just frustrating because the posters in the thread I linked complaining have been experiencing this all the way since 2009. And still the same message prompts before payment.

The message shows the primary card and then underneath, the "backup card ".

LetsAllEatCakes Thu 17-Nov-16 07:13:44

Have you looked on linked in for a company managers email? May be a more direct line if you can find one.

Sadly it's unlikely you'll get far if this is a common complaint.

AteRiri Thu 17-Nov-16 07:24:08

LetsAllEatCakes

That's a good idea. I'll check Linkedin.

LetsAllEatCakes Thu 17-Nov-16 07:33:44

Good luck smile

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