Sheila sent a message to Dan Schulman – President and CEO of PayPal – Email Address that said:
I am 52 years old and can honestly say I have never had nor wanted to contact a President of a company to complain about the service that I have been provided. I started submitting my bills through my bank of 32 years, Wells Fargo this past February. I noticed when I got my bill in April, it was showing a payment past due. I looked on my on-line banking and noticed two of the account numbers were wrong, so that my account number was incorrect that I had sent the payment to at which time I called to let them know what I had done on April 18th. I told the person what I had done, gave them the wrong account number I had entered, and what account number it should be. The person told me they would have corrected in 24 - 48 hours. In May when I got my bill, it still did not show the payment applied, so I called back and they said they weren't able to apply the money to the correct account number, that they had to return the payment to the bank that I submitted the payment from. In June I called because I never received the $125 credit back into my account at which time I was advised that I needed to call my bank to check with them, even though I knew it wasnt received. A 3-way call was done between my bank and a very nice lady with Pay Pal who understood my frustration and was very helpful. My bank was able to submit to Paypal proof the payment was never received by them, so Paypal said they would have to investigate on their end. I probably have over 5 hours of call times between calling my bank and Paypal trying to get this straightened out. I called today and told the person at Paypal that I had received an email that the payment had been reissued in July, but it still wasnt showing in my account. She told me the payment was reissued July 7th and I needed to check with my bank. She said they returned to ACI Worldwide and that is all she could tell me. I told her there should be a contact persons name with my Bank that they had been corresponding with, but she was not going to take the time to try to 3-way or do anything, and it was left up to me to get this straightened out, so I hung up on her and called my bank, which confirmed the returned payment had not been received and that they were notified that on July 12th, not 7th, that they were actually going to return to them via EFT instead of check and they should have within 7 - 10 business days. When my bank did a 3-way call, they would not tell me any information this round, because GA Law, they had to actually talk to my husband for approval, even though I was listed as an authorized person on the account. The several calls I had before this had not been done, so I guess the Paypal broke the law. The guy at Paypal could not 3-way to ask for my husbands approval and when I suggested I had a great idea that maybe he could get his manager to call him and get approval, so we could get this taken care of he said they could not do that. So, I had to hang up, tell my husband we would be calling and to get his phone because he is also very extremely busy at work and then when I called back Paypal to get the manager back on the phone, I was on hold for so long, my husband couldnt take the call when I tried to 3-way, because hes a Sales Manager and was on another call. My bank after trying to handle this over an hour, got off the call, and asked once I could get more information to call back. I called back and talked to the Manager John, which I had talked to the first round, I did a 3-way with my husband, he got his approval, and then told me he was going to have to submit everything to his back office, which he informed me, had no one there I could talk to, but that he would be handling and I should hear something in 3 - 5 business days and if not, I should call back again. I told him I should not have to keep calling back, that someone should be taking the initiative to make sure this got taken care of and I wanted them to just determine whatever they resent in July, Check or EFT to confirm had not been negotiated and do a stop pay and just apply the money to our account, so I didn't not have to keep having to call back. I work a lot of hours and don't have the time every month to keep calling trying to figure this out. I told John, I am a total 100% customer service person and if I would have been him and he were me, I would have taken the initiative to call and get my husband's approval, but instead, I spent 10 minutes one time calling and on hold for so long my husband could not pick up that time, and then had to call back again and hold for another 25 minutes before I got someone. I am so frustrated that I told John I was going to report this situation to the better business bureau, because I was so frustrated that this is still even happening...all over $125.00, that I should just let it go, but it's seriously just the point. It should not be August and this is still not straightened out, because no one is following through to make sure this is taken care of...and I just want the money applied to our account. Im apologize if this does not make since, but I honestly am just typing as fast as I can, because I have spent 3 hours on this today and I need to go work now. I appreciate whatever you can do to help me with this situation! and I would truly appreciate your help in getting this resolved! Sincerely, Sheila
