Paypal mistakenly refused to give me a refund saying

[doriennejc]

I have written to Paypal over and over for months as they cannot be reached by phone at all? THEY are ignoring me!

DISGUSTING!

I have proved beyond doubt that I gave all the required information about the case; I sent everything to them, and after writing here about the case an agent actually contacted me on FRIDAY after posting here.

He asked for documents which I had provided plus proof of tracking that they confirmed by email to me when I first opened this case in JUNE 2020. YES really JUNE 2020!

Today Monday no reply from the agent being ignored once again!

Am I going to have start all over again trying to get a response?

Now I am AGAIN waiting to get a positive response with an apology for this continuing saga.

I believe I am going to have to write daily here and if I don't get an answer get advise on what to do next?

IS THIS THEIR NEW POLICY USING COVID AS AN EXCUSE TO IGNORE CLIENTS.

Cutting off support on the phone to a human this is so wrong. A ROBOT IS NOT THE ANSWER WHEN YOU ARE DEALING WITH PEOPLES  MONEY!

Admit your mistake PAYPAL you cannot close a case if you are in the wrong!

[xavier-2003]

You are one of many with similar unpleasant paypal experiences. 

Although I had a "not as described" claim drag out for 3 months, it seemed to be going in my favor.

I was asked  to upload tracking and a copy of the postage label which I did.

Five days later I receive, " Unfortunately, we had to deny your claim(s). The decision was made because we did not receive a response from you with supporting details for the case."

Now paypal can not be contacted.

Annoying!

[doriennejc]

Hi Xavier Didn’t you follow up on the refusal ?
I’m now going to go to my bank and ask for their assistance .Unlike you I have answered every contact they made with me .If the bank cant help I will ask my son who works in law to assist me Im not letting this go . I cannot believe how unhelpful Paypal are behaving.

I always trusted Paypal to be fair but since Covid the worm has turned it seems they work for the scammers .I work to gard for my money to let this go !The company I sent the items back too are mentioned by numerous people complaining of the same issue as myself I’ve told paypal about that only to be ignored. It seems that in the future all these big companies are going to hide behind a question and answer page that doesn’t answer the topic we need .

It should be law that

They should be made to answer phones from their clients 

[xavier-2003]

Hi doriennejc,

Yes, I have been trying to follow up. I have had a chat session open since Thursday with no response, just a message saying. "Messages are dealt with in the order they’re received. When we reply, you'll receive a notification in your app, PayPal account and email. Thank you."

I had reason to contact Paypal in June via the messaging service. They were very responsive and helpful then.

[xavier-2003]

I have discovered a likely reason for my claim being denied and closed.

The tracking number that I uploaded now reports as "unscanned"

because the case dragged on for so long and Australia Post archives

online tracking information after 3 months.

 From now on, instead of automatically choosing Paypal, I will be using alternate

online payment options where possible with the aim of dispensing with Paypal altogether.

The way the door was slammed in my face is unforgivable.

[xavier-2003]

I was able to make contact via Twitter resulting in the claim being approved.

Although I was given no explanation, my bitterness is fading.

[doriennejc]

Really how did you do that ?I have now phoned an ombudsman and he has written to Paypal for me.I got an immediate reply from Payoals head office now I’m waiting to see if they admit their mistake and refund my money if not the ombudsman told me he will take the matter further, so fingers crossed they see sense.I won’t be giving in to this unfair mistaken decision Paypal gave as a reason not to refund the money to me .

[xavier-2003]

Hi doriennejc,

 I should have said that I contacted paypal CS via Twitter Direct Message, the "Message" link.

When I typed "Paypal" into the search box, "Paypal Support" was found.

I received a reply minutes after sending a message briefly explaining what happened.

Twitter limits message length anyway.

I wasn't asked for anything other than my email address.

A few hours later I received a message saying that my case had been reviewed again,

resulting a resolution in my favour. 

Now I'd prefer to speculate that it was not a human decision to deny my claim,

rather that they tried to add automation to the process to reduce their workload.

but it went horribly wrong, indiscriminately denying and closing such cases. 

[Marmont99]

I have just been emailed by PayPal and told despite proof of postage and delivery they have refund my money and closed my case of a fraudulent buyer who according to royal mail gave their name, received my sons nintendo da but still put in a claim. EBay dismissed it as proof of delivery was given but PayPal returned my money saying despite the fact I paid for signed delivery there was no proof of receipt. Royal mail do not allow you to touch their handheld monitors now so when proof of residency is made, they put in a code. Despite this PayPal returned money to the buyer who now has the money and the device and royal mail say item delivered. As eBay said case closed, I removed the money but PayPal now say I need yo top up my account to return the money. I've tried to get on contact and can't. Its disgusting.

[doriennejc]

I don’t understand what your saying ? Is it that someone else accepted the package then raised a claim and got the game and the money back but you didn’t get the game but still got your money refunded so you in fact you can buy another game as you got a refund? Or have you typed you got a refunds from paypal or did you leave out you DIDNT GET A REFUND BUT THE OTHER OEOPLE GOT THE GAME AND THE REFUND ? If you did get a refund then why are you complaining ! Thieves always win in my opinion! I didn’t get a refund YET plus I paid postage to China of over £17 with tracking the claim refused because of not providing tracking when Paypal had and has proof -I got a email thanking me for providing tracking !