A few months ago I was unable to resolve a dispute with a merchant directly, so I filed a claim with PayPal. During the 45-day period I never heard anything back from PayPal, and I was unable to get any information on the case in my account at the Resolution Center. When I called on the phone, nobody knew what case I was talking about, even when I gave them the transaction number from my PayPal account!
I had nearly forgotten about the dispute when PayPal sent me an email stating that the case had been closed and my refund was denied. I never got a single email until yesterday. I was not given any chance to reply to anything the merchant said.
I immediately called PayPal, and the person I spoke with told me they were going to reopen the dispute. I was sent copies of emails regarding the dispute. I was told to respond to the email and that the dispute would be immediately reopened.
I responded to the email only to have it returned undeliverable. I called back and was told to do the exact same thing at least 3 times. Each time the email came back undeliverable. PayPal is obviously having trouble with its email.
After spending over 4 hours on the phone going in circles with PayPal, they finally refused to reopen the dispute, even after they said they would because of the mistake they had made. This is definitely not how I expected PayPal to stand behind its buyer protection guarantee. Buyer beware.
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