We’ve been dealing a lot with PayPal recently at Auctomatic.com, I’ve needed to send money overseas and Paypal was (in theory) the easy way to do that. However the past few weeks I’ve spent an incredible amount of time with my account being continually put into limited access and along the way, I’ve picked up some tips about how to deal with customer service that might help some of you (thanks to Patrick for suggesting I blog this):
1. As soon as you call and have inputted your telephone number and last four digits of your bank account number, say “Agent” straight away and you won’t have to listen to the ridiculously long recorded message and list of useless options. You will be put straight through to an actual person.
2. Do not let them use the line “X department is currently reviewing your account and will be getting back to you within 24 hours” - don’t put the phone down until you’ve gotten through to the department you need (for me it was Dispute Resolution) and then demand that someone pull up your details on the screen and tell you there and then either 1) what the decision is 2) what more information you need to provide
3. Never fax documents, even when they’re requested - always upload scans and then send those files online. Every fax I’ve sent has taken a week before it’s replied to - every online file transfer is replied to within 24 hours.
4. You have to be persistent - don’t leave it up to Paypal to come back to you with a decision or tell you that one will be made shortly, you have to demand that the decision is made there and then to you on the phone. Unless you’re missing certain information they will eventually put you through to a person with decision making authority and that’s where you want to be.
5. Also just another note - if you’re on holiday abroad and you access your Paypal account and try sending any serious amount of money, that will almost certainly trigger their systems and put your account into limited status. Generally I’m happy that Paypal err on the side of caution but I wish the system had more “memory” i.E. If I can confirm I am the owner of the account and I’m abroad at the moment and need to use my paypal a/c more often than usual, that they could then attach some kind of note to the a/c so it wasn’t continually put into limited access.
Via
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