I am new to PayPal and I am VERY disappointed with my experience so far. After setting up my account, I had a family member transfer emergency funds to my PayPal account. Upon receipt of the funds, I was told I could transfer the funds to my debit card and it would be available in minutes. After completing the transaction, I received an email stating that there would be a 24 hour review before PayPal would complete the transaction. As I stated, these were emergency funds and waiting 24 hours would not be an option. I am a mother of a 5 month old baby and I needed the funds for her milk and diapers. I called in to customer service to see how the situation could be resolved. The representative I got was rude and repetitive and could not answer even the simplest of questions. He told me that all first transactions with PayPal are subject to a 24 hour security review and kept repeating in a dull and monotone manner, "there is nothing we can do." I authorized my fiance to speak on my behalf and even he tried to explain what our issue was and how PayPal did not make it clear that all first transactions are subject to a 24 hour review period. The representative lied and told us that there is a message detailing this before we complete the transaction. We tried to recreate the transaction and see where the message was(thinking we may have missed it). We could not find the message anywhere. We asked the representative MULTIPLE times if he could read the message to us that he was referencing and he REPEATEDLY refused to do so. We couldn't help but come to the conclusion that he was refusing to read it because IT DOESN'T EXIST. He said we were being illogical. How is it illogical to expect a customer service representative to provide service to a customer and read the statement that "we missed"? We asked to speak to a manager, he said they were none there and even if they were there they would tell me the same thing. We explained that we only wanted him to read the message that we must have missed, if it was there then it's our mistake. He refused again. He then accused me of being "racist" because I told him he was struggling to understand what I was asking of him in clear English. He was answering questions that no one asked, and ignoring(refusing to answer) the questions that were asked of him. Finally, he agreed to get a manager(i guess they magically appeared during our conversation) if I "didn't mind holding". I told him I didn't mind as long as he didn't just place me on a hold for hours in an effort to make me quit and hang up. After 30 mins he hung up, like we assumed he would. This is very disappointing, there were other options such as cash app that are available. I went with PayPal because it was a name I trusted and in the end, not only do i not have my funds today, I got poor quality customer service from an incompetent agent. I can't even find a way to email PayPal or file a formal complaint. Customer service agents become the face of the company and they represent you while they're on the phone, this agent really dropped the ball and I still would like to file a formal complaint. I would appreciate a response. Thank you.
