I see so many posts ragging on PayPal (including those authored by myself), so I figured they were due for a positive experience.
Late Friday night, I returned from a movie and went to check my PayPal statement. I had used the PayPal card to buy a cup of coffee at the starbucks while waiting for the valet to get my car out of the parking garage at the theater. When I got home, I checked my PayPal balance - to my surprise, there was a charge from my debit card for some sort of internet phone service. I obviously didn't (and couldn't have) ordered this, as I had no access to a computer while it was made. I had been phished for my card information!
I called up PayPal. Shining piece number 1:
It was about 10 pacific time. My call was answered without any hold time after going through the automated service, and I was connected immediately to a friendly customer service rep. I told her that my card had been compromised and that I had an unauthorized transaction on my card.
She explained the process for reporting my card stolen and filing the chargeback against the unauthorized transaction very politely, then proceeded to... do it for me! I have to wait until the charge finalizes from the pending stage before I file the affidavit, but that shouldn't be more then a few days.
She reported my card stolen, and provided me with the affidavit form to submit. I received an email shortly after about the call, with instructions on how to request a new card. When I followed them, PayPal had registered my account as debit card locked, so it wouldn't let me access the debit card page - so I couldn't request a new card.
As it was after 12 by then, when I called back I was greeted with a "no reps available message" - very understandable. So, I responded to the email saying I couldn't request a new card.
About 15 hours later (also reasonable, because it wasn't sent during business hours) I got a reply, stating that my card had been successfully deactivated and they'd gone ahead and sent me a new card.
Thats good service if I've ever heard of it. Kudos to PayPal.
Very happy that you took the time to say something nice about Paypal taylorwilsdon! The more business you do with a company, the more chances that you have something to go wrong. And with most people, things go quite well.
Paypal does quite a number of transactions per second. And considering the overall outcome, I think they do pretty well. Most people do not read the terms of service and this is where a lot of the problems are. And then of course, we are all quick to blame someone else - especially when it comes to our money. We see the money in our account and then in our checking account - magic!
And Tina, I would actually be interested in possibly hear if you have had any problems with any of the transactions. Not because I want bad things about Paypal, but it would help to put it into perspective some
While we don't do quite the volume that Tina does, we do have a private merchant line. However, that was not the line I called - this was for my personal PayPal account.
With that said, I've personally had problems with PayPal. I've been locked out of my account while traveling because internationally because their now-defunct auto-fraud scanner marked my account locked. I've also had a number of questionable holds, but its always worked out.
For reference purposes, we do under $10,000 per month in volume through PayPal; but not much less.
Very soon, PayPal will be force to provide good customer service instead of those automated response. Why? *Google Checkout*
I agree, as paypal starts to recieve good competition they will need to provide quality service. Now, other big-name companies are rising and offering similar services (such as google). I think this will be good for all paypal users, they will improve their support and possibly lower the transaction fees.