Results 1 to 19 of 19
  1. #1
    Join Date
    Jul 2003
    Posts
    640

    Does PayPal's support team understand English?

    Read and laugh... I can't believe the responses I'm getting:

    Question:
    Every time I try to download my history logs from 2005, I get the following error:

    "Downloadable Logs are currently unavailable. Please try again later."

    My accountant needs these logs for tax purposes, and I have been trying for
    12 hours, but it's not working. Would you please let me know when I will be
    able to access them? Thank you!
    Answer:
    Thank you for taking the time to contact us with your concerns. I am happy
    to assist you further.

    I submitted a request to our account Account Management Team. Your account
    will be reviewed and history log will be available for download very soon.
    To avoid any inconvenience, please try to download in smaller increments.

    We appreciate your patience and understanding regarding this matter, and
    wish you continued success on PayPal.

    Sincerely,
    Muhammad
    PayPal Community Support
    PayPal, an eBay Company
    Ok great -- he seems like he's going to help me. So I wait. I give it some time, and nothing happens, so I contact them again.

    Question:
    I am still receiving the same error messages. In fact, I am getting the
    message when downloading only 1-month of history which is December 1st
    to December 31st, 2005. Please advise when I might be able to download
    this history as my accountant is still waiting for the information. Thanks!
    Answer:
    Hello my name is Brandon, I will be happy to assist you with your question
    regarding downloading your history log.

    We will be looking to resolve your temporary issue within two business days
    and you can attempt to download again later on. Sorry for any inconvenience
    this may have caused you.

    Make sure you are not selecting "Last Download To Present" on the download
    history log. Download your history in small increments no greater than 90
    days at a time and download your history log from your home computer or the
    computer from which you log into your PayPal account the most often.

    I appreciate the opportunity to assist you. We are committed to making your
    experiences at PayPal pleasant and rewarding.

    Sincerely,
    Brandon
    PayPal Community Support
    PayPal, an eBay Company
    This time I am given a specific timeframe -- two days. I wait at least two days and nothing happens, so I contact them again.

    Question:
    I have waited two business days as you mentioned, but I am still unable
    to download my logs. Please help.
    Answer:
    Thank you for contacting PayPal.

    From researching your account history, I can see that your issue has been
    resolved. We are continually improving our customer service to accommodate
    members' needs and can be contacted via secure webform at
    https://www.paypal.com/wf/f=default

    Thank you for being a valuable member of the PayPal community.

    Sincerely,
    Cleo
    PayPal Community Support
    PayPal, an eBay Company
    Resolved? Nothing has been resolved. I just emailed you saying that the issue is NOT resolved. Why in the world are you assuming it's resolved? I email them again.

    Question:
    Unfortunately, my issue has not been solved as Cleo mentioned. I have
    waited two business days as requested by your company, but I am still
    unable to download my transaction history logs for 2005. I am only trying
    to download 1 month at a time. The error message I keep receiving is
    "Downloadable Logs are currently unavailable. Please try again later."

    If I cannot download these logs soon I will not be able to supply the
    information to my accountant on time and I will be liable for tax
    penalties. Please help.
    Answer:
    Thank you for contacting PayPal.

    We have resolved your account complication so that you may now attempt
    another history download.

    If you have any further questions, please feel free to contact us again.

    Sincerely,
    Jonathan
    PayPal Resolution Services
    PayPal, an eBay Company
    Hmm, he says it's finally working now. I try it a minute later -- same error message. I contact them again.

    Question:
    I am still receiving the same error message. I am only trying to
    download 30-days of account history from 10/1/2005 to 10/31/2005. Please
    help... it's still not working.
    Answer:
    Thank you for contacting PayPal.

    You can download your transaction history into Quicken, QuickBooks, or as a
    comma-delimited or tab-delimited file. A comma-delimited or tab-delimited
    file can be opened in any spreadsheet application. To download your
    history, please follow these steps:

    1. Log in to your account at https://www.paypal.com by entering your
    email address and password into the Member Log In box.

    2. Click the 'History' subtab.

    3. Click 'Download My History'.

    4. Select dates and file type to download.

    5. Click 'Download History'.

    Please Note:

    · When request is made to download the History Log, the system default
    downloads all activity or completed payments in the account

    · Business/Premier Account customers may customize their downloadable
    log by following these additional steps:

    1. Click 'Customize My History Download'.

    2. Check or uncheck boxes next to fields you want to download.

    · The following fields are set by default and will be included
    in your downloadable log: Date, Time, Time Zone, Name, Type, Status,
    Currency, Gross, Fee, Net, From Email Address, To Email Address,
    Transaction ID, Reference Transaction ID, Receipt ID, Balance

    3. Click 'Save', all checked fields will be included.

    4. Select dates and file type to be downloaded.

    5. Click 'Download History' to download.

    Current QuickBooks Online Billing subscribers will not be able to access
    their account through QuickBooks or automatically enable invoices for
    payment through the integrated service. The Quicken QIF format will only
    support the following Quicken accounts for Quicken 2005 and 2006: Cash,
    Liability, Asset, Small Business Payable, and Invoice accounts.
    If you have any further questions, please feel free to contact us again.

    Sincerely,
    Gizelle
    PayPal Community Support
    PayPal, an eBay Company
    This one really boggles my mind. Gizelle completely ignores the fact that I already know how to download my logs. I even mentioned attempting to download them many times. The issue is that I'm getting an ERROR message.

    What would you do next? This is just terrible. Do these people even read my question before pasting an answer back?

  2. #2
    Join Date
    Dec 2003
    Location
    Fairfax, Virginia
    Posts
    6,834
    I think the most effective way to resolve this issue would be to actually call and talk to a PayPal support representative. Then, if you get any of the above or similar responses, proceed to threaten that you will cease to do business with PayPal if they do not resolve the issue in a timely manner. If you are not satisfied with their response, ask to speak to a supervisor and explain the situation. If you get the same BS, ask to speak to the supervisor's supervisor (as there surely is one in any bureaucratic corporation as PayPal is). Explain your situation yet again and make the same threat. Make sure to sound convincing. Rinse and repeat until you get a really satisfying answer and a legitimate apology. This is simply unacceptable.

  3. #3
    Join Date
    Aug 2002
    Location
    London, UK
    Posts
    9,039
    threaten that you will cease to do business with PayPal
    I dont think a call center rep is going to care if you say anything like that. Unfortunately.
    Matt Wallis
    United Communications Limited
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  4. #4
    Join Date
    Apr 2003
    Location
    Portland, OR, USA
    Posts
    484
    I havent really had any problems with contacting paypal support as with them speaking english but again the only method ive attempted to use with them is via phone support.

    Quote Originally Posted by UH-Matt
    I dont think a call center rep is going to care if you say anything like that. Unfortunately.
    I strongly agree with this being in the call center industry my self.

    Thanks
    - James

  5. #5
    Join Date
    Jul 2003
    Posts
    640
    This is just ridiculous. I just emailed them again.

    Question:
    I already know HOW to download my logs. The issue is that, I am getting
    an error message every time I attempt to do so (please see the
    conversation history for this ticket).

    I was told by PayPal support, on 3 separate occasions, that I would soon
    be able to download my history logs. After waiting 5 days, I am still
    not able to download anything. I have emailed you over 5 times and
    nobody is able to get this working for me.

    What should I do? I need to pay the IRS taxes, but do not know how much
    I owe if you cannot give me access to my information.
    Answer:
    Thank you for contacting PayPal.

    A record of all your PayPal transactions is kept in your 'History'. To view
    your History Log, please follow these steps:

    1. Log in to your account at https://www.paypal.com/HISTORY by entering
    your email address and password in the Member Log In box

    2. Click the 'History' subtab

    3. To view specific transaction types or dates, enter specifics in date
    box and pull-down menu at top of screen. After making selections, click
    'Search' to view

    4. Click 'Details' to view specific information concerning this
    transaction

    If you have any further questions, please feel free to contact us again.

    Sincerely,
    Rafaell
    PayPal Community Support
    PayPal, an eBay Company

  6. #6
    Join Date
    Apr 2004
    Posts
    972
    Quote Originally Posted by SniperDevil
    proceed to threaten that you will cease to do business with PayPal if they do not resolve the issue in a timely manner. I
    Sad to admit but thats how I have managed to get things done quickly and correctly in most cases including mobile company etc.

  7. #7
    Join Date
    Aug 2001
    Location
    Matrix
    Posts
    2,469
    lol, looks like some bunch of idiots from Asian countries are replying to your message with predefined templates. They really don't bother actually looking into your problem they are just interested in closing tickets !

    I suggest direct your question to some technical department, if it exists !
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  8. #8
    Join Date
    Aug 2002
    Location
    London, UK
    Posts
    9,039
    Phone them . . .
    Matt Wallis
    United Communications Limited
    High Performance Shared & Reseller | Managed VPS Cloud | Managed Dedicated
    UK www.unitedhosting.co.uk | US www.unitedhosting.com | Since 1998.

  9. #9
    Join Date
    Jun 2003
    Posts
    1,071
    Quote Originally Posted by UH-Matt
    Phone them . . .
    LOL! Good luck!

    Better yet, do the Dell phone reps understand English?

  10. #10
    Join Date
    Nov 2001
    Location
    India, US, Germany
    Posts
    1,609
    Quote Originally Posted by mahinder
    lol, looks like some bunch of idiots from Asian countries are replying to your message with predefined templates.

    Mullah Nasruddin and his wife came home one day to find the house burgled. Everything portable had been taken away. "It's all your fault," said his wife, "for you should have made sure that the house was locked before we left." The Neighbor took up the chant: "You did not lock the windows," said one. "Why did you not expect this?" said another. "The locks were faulty and you did not replace them," said a third. "Just a moment," said Nasruddin, "surely I am not the only one to blame?" "And who should we blame?" they shouted. "What about the thieves?" said Nasruddin. "Are they totally innocent?"
    A student once asked his teacher, "Master, what is enlightenment?"
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  11. #11
    Join Date
    Dec 2005
    Location
    England, UK
    Posts
    659
    paypal are awful lol send them a support ticket, wait for them to say, yeah it'll be done in so and so days then they do nothing but luckily for me it wasn't huge. hope it gets sorted
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  12. #12
    Join Date
    Mar 2003
    Location
    Charlotte, NC
    Posts
    2,761
    I experienced the same issue, took forever to get someone on the phone who knew what the issue was. Everyone I spoke with was in America, but they seem to just have a very bad internal communications chain. The issue is that you can't request more than 3 months of logs at a time without it locking your logs. The only way I ended up solving the situation was by calling BUSINESS SUPPORT (whose number isn't on the site anywhere, but is 888-215-5506) and requesting for them to email me the logs for the year - You will probably have to then submit a request through their online support form, but at least you can give the ticket number to the support rep to forward it to a manager.

  13. #13
    They seem to be a strange business, I had dealings with them a few years ago and their support staff are usless.... I searched the internet for anyone that might be able to help and all i kept finding were sites devoted to how bad they are at operating a business!

    Heres one of the sites that were around: http://www.paypalsucks.com/

    Good luck though!
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  14. #14
    Join Date
    Jan 2003
    Location
    London, UK
    Posts
    273
    Quote Originally Posted by mahinder
    lol, looks like some bunch of idiots from Asian countries
    Says' the idiot himself.


    ANYway, I have tried emailing paypal for help before but they always come back with pre-written nonsense. Most of their support reps are useless who just click, click and click. Good luck trying to solve your problem. I'd just print screen and paste on to PS then print it out if I were you.

  15. #15
    You should definitely consider giving them a call. Their e-mail support is simply pre-written scripts, and if it wasn't that, then it would be days of waiting to get a quality response. Generally they try to make their scripts as helpful as possible, considering the main objective of your support request, but obviously they fall short.

    Talk to a real person and see what they have to say. Whenever we have issues with paypal this generally solves the problem.

    Let us know how it goes.
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  16. #16
    Join Date
    Dec 2005
    Location
    Kent, England
    Posts
    715
    Yeah I told them: 'I have completed all the steps to become veryfied, how long untill it is completed?'

    And they gave me instructions to complete the steps... which have already been completed. I sent them an email again and they did the same thing! Very annoying.

  17. #17
    Join Date
    Mar 2003
    Location
    Charlotte, NC
    Posts
    2,761
    Quote Originally Posted by Rixweb2005
    They seem to be a strange business, I had dealings with them a few years ago and their support staff are usless.... I searched the internet for anyone that might be able to help and all i kept finding were sites devoted to how bad they are at operating a business!

    Heres one of the sites that were around: http://www.paypalsucks.com/

    Good luck though!
    The company I used to work for easily processed hundreds of thousands of dollars (both incoming, and outgoing through the debit card) with PayPal. Never had a single hitch with the account except for downloading logs this year (months after the company was sold and stopped processing with the account). We carefully checked to make sure we never processed a fraudulent transaction over PayPal - Not one single fraud or unresolved complaint in 5 years of the account's existance. I do have to say that PayPalSucks.com does have a very apparent conflict of interest by showing advertising for merchant accounts through 995merchantaccounts.com - Just by reading the PayPalSucks.com forums, it seems as people have the SAME EXACT PROBLEMS with that company. But I guess whoever pays the site money gets to advertise

  18. #18
    Join Date
    Aug 2002
    Location
    Seattle
    Posts
    5,525
    We've been a PayPal member for about six years now and process tens of thousands of dollars in transactions. They make thousands in transaction fees annually from our account alone. A lot of the transactions we field are attempted fraud and we have never had a problem resolving those issues. We have even had chargebacks settled in our favor.

    With that said, I have never seen any large, legitimate, and well run organization operation have problems with PayPal. Most of the "sucks" complaints I have seen revolve around relatively small sums of money or involve questionable circumstances on part of the account holder.

  19. #19
    Join Date
    Aug 2001
    Location
    Matrix
    Posts
    2,469
    IRCCo Jeff, if you never had problem with them doesn't mean no one else had problems !!!! Paypal support does suck and every one here is not complaining for fun. I never keep more then $100 in my paypal account because I had my share of experience with them.
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