Your March article
about PayPal users payments seemingly lost in cyberspace struck a nerve. One reason I'm writing is because I've not seen any mention of a serious PayPal glitch in January. It had to have affected many others.
A man returned an item that he bought from me on eBay in early January of this year. I issued him a refund on Jan. 17. I had a zero balance in my PP account, but when I issued the refund it said it was complete (of course, it would take a few days to clear in order to transfer money from my bank account to cover the refund).
More than a week passed. The buyer contacted me, stating he hadn't received the refund. I checked my PP account. The refund stated "Complete" and "Pending." Curious. I called PP, and a rep advised that they needed a few more days to facilitate the transfer. I said it had been well over five business days, but he insisted that not enough time had been allowed. Give it until the following Monday, he said. I emailed the seller re: the conversation.
By the following Wednesday, the buyer said he still had not received the refund. I called PP again. A rep told me this would be looked into and resolved quickly. Once again, I advised the buyer.
A couple of days later, my frustrated customer sent me a message advising that he would file a claim against me in eBay if this was not resolved immediately.
My third call to PP had results ... and an explanation from a PP supervisor.
When I told the supervisor that my buyer was about to file a claim against me, she said PP itself would put the money in my account within a few hours. She added that the refund hanging in limbo was never going to go through (it still said "Complete" and "Pending") and to forward the buyer the money, not actually do a refund again. Within an hour, the money was deposited and I sent my buyer the money.
Here's the rest of the conversation with the supervisor: She advised that on Jan. 15 and 17, a glitch occurred that prevented the refund from ever completing. Something about the Federal Reserve, banks (like mine) and PP having issues. I asked if other sellers were affected. She said yes. What!?!
Although all my calls to PP were answered promptly and everyone was courteous, it still took three conversations over the course of a week to get it straightened out. On top of that, PayPal never issued a statement about this and, MOST IMPORTANTLY, send an email to its customers who tried to issue refunds on those two days about the glitch.
I'd like to know if any of your readers were affected.