Unresponsive Paypal Customer Support

[dhingseair]

I reported to Paypal the unexpected bill from Avast and wanted to cancel it and get a refund. Paypal denied my claim but when I contacted Avast they said that Paypal actually cancelled the transaction and now Paypal is not answering my messages, and the customer support agent is not available always.

[kernowlass]

@dhingseair 

Check if you had a subscription set up. If you did then paypal would pay it as requested. However if you complained about the transfer then paypal would have cancelled the subscription in your pre-approved payments section. However any refund would be for you to negotiate with the seller.

Click on the profile tab (icon next to log out) > Click on payments third option along on the thick blue band top of page > "manage pre-approved payments.''

[dhingseair]

According to Avast, They did not get the Money(Payment) because Paypal cancelled the transaction, so how come it says that payment has been completed and debited from my Paypal account? Where did my money go? So far, PayPal has not responded to my attempts to contact them. I already removed all the automatic payment in Paypal.

[kernowlass]

@dhingseair 

If its showing as completed on your paypal account then Avast would have received the funds.

If they had not it would have shown as awaiting authorisation or pending.

[dhingseair]

Yeah, just now, Paypal responded to me and confirmed that the payment went through to Avast. And I went back to Avast and show to them the email from Paypal and Avast told me they would escalate the issue and email me the results. So, I feel like I am the bouncing ball between these two opposing team. Anyway, thanks.

[ScaryPantsGuy]

I once spent over nine hours on the phone with both Ebay and Paypal customer service on different phones...at the same time...while their customer service reps accused each other of being the reason why I had over $600 locked up after trying to buy something from Ebay. I couldn't even cancel the transaction, but the transaction also couldn't go through. 

One would get mad and hang up, I would call back, and the other one would then get mad as well and then hang up, it was entertaining for at least the first six hours, anyway.
In the end, neither Ebay or Paypal admitted fault, but the transaction was mysteriously canceled and money instantly refunded. 

In addition to that, should you actually get on the phone with a customer service representative, they're reading from a script anyway, and they're unable to deviate at all from that script. So unless your complaint, issue, or problem falls conveniently into one of those holes that are covered by the CSR script, you're pretty much doomed, as the CSR will just sit there, eyes blinking audibly, staring blankly off into space, not knowing how to address whatever you just said.

[kernowlass]

@ScaryPantsGuy 

Yeah, a transaction that does not go through will cancel after a few days, 30 at the most.

Most folks are aware of that.

I would have saved your 6 hours to do something more entertaining and then waited for it to timeout.

[dhingseair]

The problem is, this already happened to me twice. The first one I thought it will be refunded if I will just wait for it just like what you mentioned. But unfornately it didn't. That is why I am not letting this to happen again. Same story, I reported to Paypal the unexpected bill that was deducted in my Paypal account but Paypal denied my claim in favor of the seller. The first one I didn't know if the money really went to the seller, but this 2nd time Avast is telling me that they didn't get the money that Paypal insisting that it went through. Just today Avast emailed this: Please provide a signed document or an image from PayPal/payment provider on company letterhead stating that all disputes around the charge in question have been dropped. This is really frustrating. I don't want to think that Paypal is a thief, but if this will not be resolved, well maybe yes.

[dhingseair]

Well what I have learned. Based on my experience, turn off the automatic payment in your Paypal.  Always check that it is turn-off. If for some reason it turned back on and you hadn't noticed, do not report to Paypal about unexpected bill, just accept it, so you will get the service you paid for from the seller. Otherwise, you won't receive the service and you'll lose your money.

[kernowlass]

@ScaryPantsGuy 

Pointing out pending transactions time out is not victim shaming but whatever, as I said most folks realise that and just wait till it times out. 

@dhingseair 

Yep good point, some websites are very sneaky at adding on subscriptions after ''free trials'', hope Avast sorted it for you.

Most anti virus companies use Digital River so watch out for that on your subscription list.