Payment declined due to violation of Acceptable Use Policy.

[CF104]

Hello All,

I'm a long time user of PayPal and this is my first real problem with the system. Let me start off by saying that I was purchasing flight simulator software from a very reliable vendor in Europe when this problem occurred. I have used this vendor numerous times in the past using PayPal for payment.

I have quoted the initial email I received from PayPal(below) immediately following payment. Subsequently I received an email stating that the payment was declined which included vague links to help topics that were of no help. I have contacted the customer service department for clarification as to why this was determined to be in violation of PayPal's Acceptable Use Policy. The replies I have received only attempt to explain why the payment was placed on random screening but have not revealed WHY it was determined to be in violation of the Acceptable Use Policy and declined.  I have also emailed the AUP department but am not expecting anything from them that would clarify the situation.

Over all I am very displeased with the Customer Support replies I have received in trying to get down to the reason why this violated the Acceptable Use Policy. 

Regards,

John

Dear xxxxxxxx,

Your payment is temporarily pending.
Amount: 	29.00 EUR
Transaction ID: 	2S537593S97057422
Seller: 	simFlight GmbH

After an initial review, we found that your payment may not be in agreement with our Acceptable Use Policy. Because of this, we need to put this payment on hold until we can make sure it meets our requirements.

Login to your account for details

You don't need to do anything now. We'll contact you within 72 hours with the outcome of our review. We're sorry for any inconvenience.
For more information, see goods or services regulations.
Sincerely,
PayPal 

[kernowlass]

@CF104

Just one small question how did you pay, which option did you use OR was it a website or did the seller send an invoice or money request.

[CF104]

This was an online purchase:   https://secure.simmarket.com/default-en.html

I used their shopping cart and PayPal payment system.

Regards,

John

[CF104]

Hello,

I am still trying to track down the reason my transaction was in violation of the Acceptable Use Policy. I have asked the following question 3 times to Customer Support and have received 3 boxed answers. I'm starting to realize that A: they have no idea what's going on, or B: they know that a mistake was made and cannot provide me with an answer.

This is the question which was real simple:

Can you please tell me the detailed reason WHY this transaction was in violation of your Acceptable Use Policy and declined?

In summary here are the 3 replies.

********************************************* 

Thank you for contacting PayPal.

From time to time, PayPal needs to take a little longer to review transactions to ensure that the transactions are compliant. We apologize for any inconvenience.

It is my pleasure to assist you. Thank you for choosing PayPal.

Sincerely,
Tera
PayPal Compliance Department
PayPal

********************************************* 

Thank you for contacting PayPal Customer Support. As part of our security measures, we regularly screen activity in the PayPal system. As you are already aware, PayPal is a fully regulated Money Service Business and in order to provide our users an easy way to make payments on our platform, we *must* follow-up on potential items that may be in violation of government regulations. We hope you have a great week.

Sincerely,
Brett
PayPal Customer Solutions Support Specialist
PayPal

 *********************************************

Thank you for contacting PayPal.

As part of our security measures, we regularly screen activity in the PayPal system. I apologize for the inconvenience this has caused.

It is my pleasure to assist you. Thank you for choosing PayPal.

Sincerely,
Renee
PayPal Compliance Department
PayPal

*********************************************

Regards,

John

[kernowlass]

@CF104

You wonder why they bother to pay some of their customer services agents don't you, pathetic response, they could at least have been honest and said 'sorry but we can't tell you why'.

If they took 5 more minutes to actually answer a question properly they would save themselves the time of having to reply to repeated questions.

[CF104]

You are entirely correct!

Here is their latest reply. And this is on the same message thread! Keep in mind that this is the answer to my very pointed question. This is beyond comical and is downright disturbing.

This is the answer to my question....   Can you please tell me the detailed reason WHY this transaction was in violation of your Acceptable Use Policy and declined? 

Thank you for contacting PayPal with your concern.

From time to time, PayPal needs to take a little longer to review transactions to ensure that the transactions are compliant. You should receive an email if we need further information. Thank you for your patience.

Thank you for being part of the PayPal community. For additional questions, please visit www.paypal.com and click Help & Contact, near the bottom of any page.

Sincerely,
Kevin
PayPal Compliance Department
PayPal

[kernowlass]

@CF104

Call centre staff just pressing pre-scripted buttons.  

[soqrates]

i have received the same email u got after i donated 1 usd for a streamer  any clue why this email ?