PayPal
Refused to Dispute Magazine Subscription Payment After 45 Days

The following is a self-explanatory email exchange I had with someone from PayPal regarding a problem with a merchant who took my payment via PayPal but never delivered the item.

My original message to PayPal:

Subject: I paid for a subscription through PayPal, but I never received anything!

Message:

I subscribed to KISS Magazine three months ago by sending a payment in the amount of $34.95 through PayPal to the publisher of the magazine, DNA Publications.

My payment was immediately processed, but I never received anything (not an acknowledgement of the receipt of my payment, not a "thank you" letter, and most importantly, not an issue of KISS Magazine) from DNA Publications.

Obviously, because of the lack of concern by DNA Publications, I decided to cancel my subscription to KISS Magazine and request a full refund of the $34.95 subscription price.

I have, on numerous occasions, attempted to contact "DNA Publications," but all of my emails have been ignored!

I attempted to file a dispute with PayPal, but because more than 45 days had elapsed since the date of my order, you would not process my dispute!

When I paid for my order back on June 6, I was instructed to wait 6-10 weeks before I would start receiving my magazines. It has now been over 12 weeks! Your 45 day time limit is utterly ridiculous and very unfair, because as the recipient of a magazine subscription, I had no choice but to wait in excess of 45 days to give the seller a chance to start sending this quarterly magazine to me. I must ask that, due to the extenuating circumstances explained above, you make an exception in my case and extend the 45 day time limit.

PayPal is allowing "DNA Publications," a fraudulent seller, to rip off people through their PayPal account. This disreputable seller is collecting money via PayPal for magazine subscriptions and then never delivering the magazines!

By condoning and enabling the fraudulent actions of this disreputable seller, you are showing contempt for honest PayPal users such as myself!

If you do not do something to help me, not only will I never use PayPal or your parent company eBay again, I shall also report your lack of concern and failure to assist me to the New York State Attorney General's Office.

Do the right thing and please help me to get my money back from this disreputable company which used PayPal to rip me off!

"DNA Publications" is a fraudulent seller. Please take action!

PayPal's response to my message:

Thank you for contacting PayPal.

The PayPal Buyer Complaint Policy requires a dispute to be opened in the Resolution Center within 45 days of payment. The terms of the policy are presented within many areas of the PayPal website including the User Agreement, the Security Center and in the Resolution Center. With millions of users, PayPal cannot make exceptions of this policy on an individual basis, as doing so would be an unfair business practice. Please note that although the dispute is closed, the dispute is noted in the seller's account records.

You can review the PayPal Buyer Complaint Policy in our User Agreement by clicking on https://www.paypal.com/useragreement or copy and paste the entire link into the address bar.

We value your business and regret that you have had this experience. To avoid similar experiences in the future, we recommend that you read our Security Tips on our website by clicking on paypal.com/buyertips or copy and paste the entire link into the address bar.

I understand your frustration regarding this matter and apologize for any inconvenience it might have caused you.

Sincerely,
Steve
Protection Services Department
PayPal, an eBay Company

My response to PayPal's reply to my message:

Hey PayPal,

By refusing to assist me, I can only draw the conclusion that, just like DNA Publications, PayPal is run by a bunch of crooks! You claim that assisting me would be an "unfair business practice." Refusing to help me is an unfair business practice!

As I said in my previous email, if PayPal refuses to help me recover my money, I will never use either PayPal or eBay (your parent company) again! Never!

I will file complaints against PayPal with the New York State Attorney General's Office and the Federal Trade Commission, and I will post my experiences with PayPal on as many consumer advocacy websites as I can find! I shall also tell my friends, family, acquaintances, and co-workers to avoid using PayPal!

Your company really needs to change its name from PayPal to PayEnemy, as you do not care about your customers!

With utter contempt.

Company: PayPal
Country: USA
State: California
City: San Jose
Site: paypal.com

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