I received a call from ShopNBC Collections Department demanding a new form of payment because the second payment of a 6-payment ValuePay schedule was declined. The lady told me that PayPal declined payment and once that happens they require a different form of payment. She was extremely rude and would not answer any clarifications that I asked. Frustrated I ask to speak to her supervisor/manager.
After a few moments a gentlemen came on the phone with, "I understand you requested a supervisor." I started off by telling him that the lady I was speaking with might have been the worst customer service person I have had to deal with in 5 years. He apologized and asked how he could help.
We had a more normal conversation. He answered my questions and explained to me that they were the collections department and did not have any access to re-run the payment to collect the funds from PayPal. I told him I would call PayPal and would like to call him back. He provided his direct line, and I called PayPal.
The person who answered the phone was extremely more polite and helpful than the two people I spoke with at ShopNBC. He explained to me that PayPal has agreed to pay the vendor on my behalf and would not deny any payment to them. He continued to explain to me that any issue with collecting funds from me would be between PayPal and myself.
He explained that ShopNBC never accepted the authorization to receive payment from PayPal. He even provided me with the initial authorization code (the ShopNBC approved — for $0.02 extra than the actual payment). He also provided me with the authorization that was supposedly declined. He said they should be able to re-run the transaction with the authorization code.
I called the supervisor back at ShopNBC. He told me that as he was in collections he didn't have the access to enter the re-authorization and transferred me to customer service. The customer service gentlemen told me that once the payment was declined he could no longer help me by re-submitting the transaction for payment. He told me that I would have to speak someone in the re-authorization department and transferred me there.
By this time — 1 hour from the initial phone call — the re-authorization department was closed and asked me to leave a detailed message. This was all on August 9. On August 11, the ShopNBC collections supervisor called to collect again. I explained that I was waiting to hear from the re-authorization department.
On August 15, a lady from the re-authorization department finally called back to settle this. I told her that I had the re-authorization code so that she could re-run the payment. However, she told me that they cannot use PayPal once PayPal declines payment. After numerous times telling her that PayPal did not decline payment, but rather that ShopNBC never authorized the payment, she continued refuting this and that none of the PayPal payments went through.
I told her that I, the customer, was stuck in the middle of a game of "He said/She said". I continued by saying that I have one company who will gladly make good on a payment if the other company would simply re-send it. I told her I had the authorization code (that to my knowledge is still good as it appears to be waiting for ShopNBC to authorize it). She told me that she doesn't have access to everything on my account because she is not in customer service.
My response is that customer service told me that they do not have the ability to re-run it. Customer service says that I would have to speak with the re-authorization department. I said to her that someone in the company, ShopNBC, should have to ability to re-submit the payment. She told me there is no way. I asked to speak to someone at some level that could help me. She simply told me there was no one.
And then she hung up on me.
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