Paypal
Account Balance Manager Withdrew Six Times, Credited Only Twice

I responded to an offer to trial PayPal's "Account Balance Manager." PayPal lured me to this by offering me $10 to try it for 90 days. During this time, if my balance dropped below $100, they would initiate a transfer to my bank account for the shortfall and bring my account up to $100.

The first transfer occurred during the first part of June. This happened without incident. It was for an amount just under $90.

The second transfer happened between 7/12 and 7/18. My balance fell just below $100, briefly. Let's call this shortfall amount $xx.xx. I went into my PayPal account history and noticed that PayPal had initiated six transfers for the same amount ($xx.xx) and credited my account for only two of these transfers. Additionally, two of these six transfers had the same "transfer ID#." They are supposed to each have a unique ID. I immediately went into my PayPal account and cancelled the account management "feature." A lengthy customer service call to PayPal ensued.

After a lot of time spent with the CS rep, explaining my problem and giving him lots of time to put me on hold and consult his resources, he told me to turn off Account Balance Manager (duh!) and said this was a "known problem" and that it would take several days to straighten out my account.

I told him I was extremely unhappy about this. I told him that I had not incurred any overdraft charges as a result of PayPal's error and was NOT seeking redress for any such charges. I asked for a problem tracking number. No problem; a number was made available.

I explained that this is unacceptable, especially where financial matters directly affecting my checking accounts are concerned, and that I was extremely unhappy about this.

I next told him I still wanted the $10 promised me up front, since I would not be able to maintain this service for the 3-month period I had initially committed to.

The CS rep told me to send an email to PayPal explaining the situation. He recommended that I contact PayPal asking to be credited with my $10.00, and he said he would note that I would be contacting PayPal to get that amount credited.

I sent PayPal that email, and the text of that email follows:

Begin1: (amount edited for security)
I have turned off account balance mgr and want $10
customer message: Additional Information: 'I have turned off account balance mgr per your customer service rep request.

You have a known problem with multiple funds withdrawals. You have withdrawn $xx.xx from my account at least six times, possibly there will be more withdrawals when I look at my statement tomorrow.

You have credited my account with this amount only twice. This is supposed to be resolved by Friday. I am waiting to see. I was promised $10 for trying this account balance manager for 90 days. I have had to turn it off for this problem.

I will not be authorizing any further withdrawals from my checking account, as now PayPal is on my untrusted list. I would like the $10 credit added to my account. Additionally, I have spent considerable time resolving this issue with your customer service department. I would like additional consideration for that.
End1:

This is the response I got from PayPal customer service some days later:

Begin2:
Thank you for contacting PayPal. We apologize for the delay in responding to your service request.

In order for PayPal to resolve the issue we will need you to fax us your bank statement with the transactions and fees assessed by your financial institution. Please fax the document to 1-402-537-5780.

If you have any further questions, please feel free to contact us again.
End2:

My questions are now these:

1. If this is a known problem, why did I have to notice it and report it? Why was I not contacted by PayPal?

2. Since PayPal is now on my list of untrusted companies, why would I fax them a copy of my bank statement?

3. Since this was a known and reported problem that has now been corrected, why do I have to send them any documentation whatsoever in order for them to understand my problem and make me happy about its disposition?

I am asking for my $10 and additional consideration for my time investment in straightening out THEIR PROBLEM as well as their betrayal of my trust. I am not asking for redress for any overdraft fees, as none were incurred.

I would be very interested to know how many PayPal customers have been affected by this same or similar problem.

Company: Paypal
Country: USA
Site: paypal.com

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