PayPal UK issue taking payments

[echat11]

Write a Formal Letter of Complaint, mark it as such. Explain what's happened in detail, send a screen shot of the error message, explain how it's effected you, charges etc and tell them what you want them to do to resolve the problem.

Email it to:

Vincent Belloc
Vice President
PayPal UK
vbelloc@paypal.com

[Sf1992]

So I made a official complaint via PayPal but they decided that it isn't valid because I made a small transaction via my PayPal account today. I sent them another message telling them that they have failed to consider that the failed payment complaint is only referring to this one specific (larger) pay in 3 payment.

I told them I am tired of asking for their help and I won't attempt another payment until they remove the unfair late fee payments they have charged to my account.

The customer service is honestly an absolute disgrace. They are telling me to attempt the payment by transferring the money to my PayPal credit and "they will review" the late fees and "consider" refunding them. I think I've spoken to at least twenty different representatives at this point.
This is unacceptable. I told them I can demonstrate that I have made every effort to make these payments and have records of my continued conversations with them.

Like they know how ridiculous this is right?

I have never, every had to try so hard to give someone money.

[echat11]

Have you taken down the names of any of the customer service people you have spoken to? They way to get this resolved is speak to one person, so they take ownership of the problem, they have to deal with it. Employee's in huge company's rely on the fact that they don't have to deal with stuff on a one to one bases, that's why customer service is poor. Each time you call, you speak to a different person. This happen to me with Wayfair, every time I emailed them, a different person would respond, it's deliberate strategy 'no one takes ownership'.

Can you Google if others has had same problem with the company when making payments..

[Sf1992]

Honestly there have been so many people I've spoken too, I have proof of my attempts to sort this issue out via twitter and twitter messages and my PayPal app messages so in the least I can provide proof that I have been keeping them in the loop about it and trying to get their help. I'll try to get names from now on,l.

I appealed the formal complaint as they completely ignored the actual issue and am waiting on them responding, I'm not willing to let them continue to add charges on when the payment is literally impossible, if they continue to do so I'm considering just breaking off any contact with them. I have tried so much and they haven't tried at all and I can prove this.

I told them that I have tried two bank accounts, and three separate visa/MasterCard and so the issue cannot possibly be all those different payment options.

It's just frustrating because they are so determined to ignore the actual issue, they need to investigate why the payment isn't going through. I know it isn't on my end .
I won't even attempt another payment until they remove the charges (their representatives agreed that I shouldn't be expected to pay those all things things considered) but it seems like it's just a trick to get me to pay it and then they can refuse to refund me the charges.

I've tried to find other people like this, the only thing I can find is that my visa holder told me that many different people are facing the same problems specifically with PayPal because they're using an outdated system to request payments.

[MIKE770]

if you are allowing them to use your debit/credit card and not stop then report card as lost , all attempts will cease and a new card number issued to you,

[Sf1992]

I just created a transaction statement via PayPal and I've attempted this payment 62 times now, the status is showing up as "refused" everytime. I'm glad to have it in an official statement.

I can if need be, compare it to my connected card/ bank details to prove that there is enough money in my bank to pay this bill as PayPal seem to be fond of trying to redirect me down the "change your payment" route.

They told me yesterday that they have opened a ticked with their collections team to investigate why this is happening, nobody has contacted me yet.

If PayPal try add another charge on I'm shutting my account. What they are doing shouldn't be legal.

I've attempted the payment 62 times via various different payment sources. I have contacted them over and over and put in official complaints.

I just don't know what to do anymore. Hopefully they did open a ticket like they said ( I'm also waiting for a response to my appeal to them dismissing my complaint) but honestly I don't have a lot of trust in them as a company right now so I highly doubt that they'll do anything to resolve this issue.

[MIKE770]

see#20 above

[Sf1992]

I think I'll go ahead and do this, they've just ignored me for six weeks now. I can prove they are in the wrong without any doubt at this point so I'll end any contact with them until they sort this out.

Thanks for the advice to all that have tried to help sort this out! I think it'll only be resolved when PayPal actually try and they don't seem to care at all.

[Sf1992]

An update: PayPal have responded to my official complaint saying "Our review of your PayPal account is now complete. We‘ve thoroughly investigated and accept your complaint. This is our final response."

They have decided that their suggestion that I transfer my money to PayPal as PayPal credit should allow them to take the money, this is the solution to my complaint that I am willing to try - when they remove the late fees that they have unfairly added

They still refuse to respond to any requests to remove the late payment charges and until they do I will withhold payment. As soon as they remove it I will transfer to the money to PayPal credit where they will attempt to take it. I have no Idea why it has taken them this long to tell me this is an option, their representatives previously told me that they couldn't take payment in any other ways.

I'm still doubtful it will go through but as PayPal have now accepted that there is in fact an issue surely they can't actually expect me to pay these late fees? I don't think that I should be expected to try until they remove them.

[echat11]

Send them a letter, state that your complaint has been successful, now you require them to refund all late fees with compensation for all the stress this has caused you.