Nicola Williams sent a message to Daniel Schulman that said:
Dear Mr Schulman
I am writing to you because I have no idea how to solve the problem I have with my Paypal account. A live web chat proved unhelpful and the advice from this, to call customer services, has proved unhelpful too. The automated voice asked for the phone number on my account but didn't recognise it so it passed me onto the customer services team. It said the wait time was 13 to 19 minutes. I waited well over 30 minutes on the phone to speak to someone and no-one answered. I gave up waiting! I also tried your 'help' and 'message' section on your website but you cannot use these unless you log into your account, which I cannot do! Below is a copy of the web transcript which will explain the problem.
Thank you for choosing to chat with us. An agent will be with you shortly
I have logged into my account. It says I need to give a four digit code when I receive a phonecall. I am not receiving that phonecall so cannot inpout the number and so I can't access my account
12:39 PM
You're now connected to Suneeta
SA
Thank you for contacting PayPal Messaging. My name is Suneeta.
I am sorry to know that you are unable to access your PayPal account as you are not receiving the code via call.
May I have your name as per PayPal account along with registered email address with us?
12:45 PM
- Suneeta
(Given but I have withheld it here for purposes of my security).
12:45 PM
SA
Thank you, I was able to fetch the account details. May I have the complete address details updated on your PayPal account for validation purpose?
12:48 PM
- Suneeta
(Given but I have withheld it here for purposes of my security).
12:49 PM
SA
Thank you for confirming. Please allow me a few moments to review your account.
12:50 PM
- Suneeta
SA
Thank you for your patience. Upon reviewing your account, I see that there is no two step authentication active on your landline number.
But Strong Customer Authentication is active, I am not getting an option to send you password reset link or security code via an email. In this case, I request you to please contact or call support who will help you with accessing your PayPal account.
Please call PayPal Customer Service and select Login Problems win IVR: 0203 901 7000 ( Customer Service hours: 8am to 6:30pm Monday to Friday). Please note that charges may apply depending on the terms and coverage with your phone provider.
Free phone number available from local landline only: 0800 358 7911. Please note that mobile callers should use the local rate number listed.
If you are calling from outside of the UK, use the following telephone number: +44 203 901 7000.
0353 1 436 9111 (1800 948 510 when ringing from Ireland)
12:55 PM
- Suneeta
OK, thank you
12:56 PM
SA
It was my pleasure assisting you. Have a great day ahead!
12:56 PM
- Suneeta
SA
Thank you for contacting PayPal and for being a valued customer.
12:56 PM
- Suneeta
I look forward to hearing from you with a way forward on how to resolve this issue, which does not involve sitting on the phone for ages with no response.
Sincerely
Miss Nicola Williams
