posted on January 24, 2002 07:15:34 PM new
Damon, what kind of customer service is this? I see someone working at PayPal (C. Spencer) who wasn't in public relations actually fixed something here, and I definately praise PayPal for that. However, all of a sudden the account became restricted again, and now the only reason you can give is there are "inconsistencies" with the information on the account. I'm not just talking about this situation, I'm talking about generally. Why is PayPal so vague for reasons for account restrictions? Sometimes I've heard people just getting the standard "your account was restricted for administrative purposes" e-mail and never anything else, even after many replies. Why aren't you (PayPal) very specific when it comes to restricting/managing any amount of money, let alone thousands of dollars? The result here is good (you are cutting a check for the balance) but still, if my account was restricted even if I ended up eventually getting the money, I would like to know exactly why you are having trouble. On accounts where people receive large amounts of money, you could get hundreds if not thousands of dollars worth of fees. It seems as if it would be in the company's best interest to be specific, and try to resolve the problem so the account could stay open instead of just lock the account and send the balance. Now I'm not saying I know all the details of this situation or any situation, but there are probably some accounts where the problem could be resolved if PayPal would communicate better the problems with the account, yet they are locked anyway.
posted on January 24, 2002 08:20:23 PM new
andrew123
Customer service is certainly PayPal's biggest weakness. Also there seems to be a general lack of knowledge from thier staff as to why it is so important.
I have a feeling they have not correctly assessed where they make thier profits and losses, and where their new customers are coming from.
As a company we maintain web sites in US and UK. We advise other new businesses on e-commerce options in both countries. As well as publish articles on the same.
We also have our own community sites in both countries with over 1.5 million registered users.
We have new business ideas that rely on P2P payment services. We can't launch them until we have a reliable P2P Partner to work with.
$5k or $7k frozen in account is not "life threatening" to our business but we recognise that it well may be to the majority of our users and customers, it would be foolish for us to suggest a service that could put our customers out of business.
Which ever payment service finally persuades us they mean business will benefit greatly from the business we can not only put through them directly but also recommend to other businesses.
Some companies seem to think there is an endless supply of internet users out there, so many that service is not important, they can "afford" to lose users. They are wrong. and there are even fewer businesses to work with out there.
Considering PayPal was built on "word of mouth" you'd think they'd have realised the power of the customer. Clearly not.
posted on January 24, 2002 08:48:13 PM new
Hi all
Customer service is not the only weak link. PAYPAL is a weak link. They try to write the book so to speak as they go along. During arbritation with them on mon. and tues.I found that their personel are totally in the dark as to how to handle any situations that arise. It comes from a lack of training. But then the exec's of the company can't train middle management if they have no training themselves. When the head of customer service can't define what a "red carpet account" is I start to wonder.
I might suggest that all of you investigate e-gold---e-gold.com you sure won't have chargebacks there and you will find a company that knows what their doing. As for paypal let's get a class action suit going and wipe them off the internet.
posted on January 24, 2002 09:00:16 PM new
Believe me, I know how bad PayPal's customer service is. But saying "fix your customer service" won't fix it. If you give them specifics, maybe they'll start doing things to at least improve it a little. Customer Service isn't the only problem with PayPal. I'm not saying they're crooks but they as a company seem to be greedy, inexperienced at managing funds, have horrible customer service problems, and jump the gun on detecting fraud and restrict accounts for weeks because of merely a suspicion. (This is my opinion.) I remember asking myself, how could PayPal offer all this for free (a few years ago when I got the 10 dollars and there were no fees). I suspected there had to be a catch.
As for alternatives, C2it seems ok. They have GREAT customer service, as in you call them, press a button or two and actually get connected to a real human being who will usually help you instead of saying they can't help you and can't transfer you to someone who can. However, they have numerous technical problems with their website. Sometimes my customers can't sign up. But, they pay with a different payment medium. At least I know my money is safe with C2it.
Propay is also an alternative, but it is sort of like a small merchant account. You charge the card, or the buyer can securely transmit their informatin to ProPay directly over the web, and it costs you nothing in monthly fees except a one time setup fee of $10. Their transaction fees are a little high (.35c+3.5%). I've never used them so I don't have an opinion of them but when I search for ProPay horror I don't find anything, compared to PayPal where I find stuff that would probably keep me busy for days if I read it all.
posted on January 24, 2002 11:30:44 PM new
Hi webdesigns,
There were several issues that came into play:
a) multiple accounts
b) inconsistencies in the account information
c) inability to verify the account information that was supplied
These issues are spelled out in our terms of use. While I do apologize that it was not resolved sooner, the account management team decided not to continue the business relationship.
As i said the multiple account issue was explained way back last year and accepted by Charles, together with the account information that you "now" say is inconsistent and un-verifiable. Although you are not prepared to discuss what the issues are so they can be resolved. I have nothing to hide and would have been more than happy to explain any issues or supply further information as required (although I cannot think what else I could supply)
This same information and reason for my mistake in opening 2 business accounts was perfectly acceptable last year.
The funds in the account were funded from the verified company bank account and have been in the account since last year. There is certainly no issues of any fraud going on, as I have never received a payment from anyone.
"the account management team decided not to continue the business relationship"
That is acceptable, you have a choice who you wish to do business with , just as I do, although the difference here is I have had the courtesy to be honest and open about my experiences/opinions of PayPal as well as extremely patient.
I am still left scratching my head as to why my company is able to operate bank accounts and merchant accounts without these problems.
Clearly I was very mistaken about PayPal
I look forward to receiving the balance check so that we can close this matter.
(Why you just can't deposit it back into the bank account you took it from, again leaves me scratching my head and wondering)
Regards
Daren
andrew123s
It appears to me that PayPal are not interested in communicating with thier users, easier to close an account and be done with the problem.
I would be more than pleased to do business with any company who was happy to maintain a $5000 credit on thier account.
posted on January 25, 2002 07:08:43 AM new
Andrew123: and jump the gun on detecting fraud and restrict accounts for weeks because of merely a suspicion.
Yet -won't- restrict an account when a half-dozen people claim it was a fraud...
posted on January 25, 2002 09:51:42 AM new
I know, it always seems like with all the stories on the forums, the wrong person always wins. When it's buyer fraud, the buyer just files false chargebacks and gets stuff free out of the pockets of the working sellers, and PayPal won't stand up for the seller if it's a quality of goods issue. When its seller fraud, the buyer sends the money and the seller just steals it and PayPal doesn't help get it back unless you get a subpeona or the seller is stupid enough to leave a lot of money in his PayPal account.
