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CB Investment, Insurance and Financial PayPal PayPal's ASSistant (AI) doesn't let customers dispute more than one item in an order
PayPal

PayPal review: PayPal's ASSistant (AI) doesn't let customers dispute more than one item in an order

S
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12:01 pm EDT
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On 04/22/24 I placed an online order for three items on what turned out to be a scammer website. (Two products, one of the first and two of the second).

USPS tracking number 9405509202092510144129 .

On 04/27/24 instead of the items I purchased I received an EMPTY 4"x6" bubble mailer. I immediately tried emailing the company but the email would not go through. The reason given by outlook.com was: “The Domain Name System (DNS) reported that the recipient’s domain does not exist.”

I signed into my PayPal account to dispute the transaction. I could not find any phone number or way to speak to customer service. The only option I was given was to chat with their PayPal ASSistant (AI). The ASSistant would only let me dispute one item in my order. I checked the box for the first item. Every time I would check the other box for the second two items the first box would clear. Since there are no instructions I stupidly continued with the dispute for the first item. The ASSistant decided in my favor. (dispute case PP-R-XCC-[protected] for $32.99 USD)

When I then tried to use the ASSistant a second time to dispute the other part of my order the ASSistant informed me that because the first dispute was found in my favor the case was closed and could not be reopened.

After several tries I somehow was put through to a chat with a "customer service" (none) agent. That person simply repeated that the case was closed and advised me to open a dispute with my credit card company (Discover).

Following their advice, I opened a dispute with Discover for the remaining part of my order. Discover found in my favor and has credited my account.

Case 514216138V .

PayPal then contacted me reversing their decision for the first item credit claiming that it was a duplicate payment! I was able to continue my earlier chat but the agent couldn't understand that the two disputes were for different items. I was told I should have disputed the entire amount the first time (HOW?). Claiming that cost of the first item was the amount of the entire order would have been fraudulent! They said that I should contact Discover to modify my dispute through them.

I called Discover and I was able to talk with a real person who reviewed my transactions and the dispute I had filed. They told me that I could not modify my dispute for the first item through them, there was no charge on my account since PayPal had issued the credit for it.

On May 10th I once again was able to continue my chat with PayPal. The next agent could do nothing either. When I asked for a supervisor I was informed that they were busy and could not chat. I then requested a call back and gave my telephone number. It was claimed that I would receive a call, usually within a day (a day-really?). I never heard back from them. I reviewed my caller ID log and my provider's online received calls list covering the next few weeks. Every call was accounted for from people I know or from other companies.

I also reviewed my Discover Card statements for April, May, and June. The original charge, the PayPal credit for the first item, and the Discover credit for the remaining two items (temporary and then permanent) are the only ones on my account. The PayPal reversal of my won dispute never appeared.

After waiting to be contacted for several weeks I have now received a request for payment from a collection agency! PayPal is trying to destroy my excellent credit history! I doubt that I will ever be able to resolve the dispute and remove the charge (for an item that I never received) since PayPal holds all the cards! All I can do is try to warn others not to do business with them and to wish they go out of business soon!

Claimed loss: $32.99

Desired outcome: Either post the charge to my credit card account so I can dispute it through them or remove it so I can then close my PayPal account so I never have to deal with them again.

Confidential Information Hidden: This section contains confidential information visible to verified PayPal representatives only. If you are affiliated with PayPal, please claim your business to access these details.

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Update by stpand
Jul 29, 2024 5:09 pm EDT

After I contacted the Better Business Bureau on 07/23/24 the matter was finally resolved on 07/29/24.

A portion of their message to me (skipping the history from the initial transaction to the resolution).

CUSTOMER SERVICE

Response from PayPal's Office of Global Customer Complaints and Advocacy

Today (07/29/2024)

Dear Steven Anderson,

This is Elize with PayPal's Office of Global Customer Complaints and Advocacy, and I'm reaching out to you about your Better Business Bureau complaint ([protected]). I am sorry to hear about the distress you have encountered regarding the $72.99 dispute. I empathize with the concerns and frustrations you must have felt upon discovering the negative balance without your knowledge, especially considering the potential impact on your credit history. I also acknowledge any shortcomings in the assistance provided by our customer support, and I apologize for any inconvenience caused.

I wanted to speak with you directly to talk about your issue, but I wasn't able to reach you. After reviewing your complaint, I am happy to inform you that I was able to provide a full resolution to address your complaint and credited $32.99 to your account. This credit has effectively resolved your negative balance. Please allow me to provide you with an explanation of what occurred in your account regarding this specific transaction.

...

I understand that your disputes were related to different items, and I apologize for the system's inability to differentiate them as they were treated as a single transaction. To address the negative balance, I have issued a refund of $32.99.

Lastly, I understand your concern about the impact of this issue on your credit history report. I want to assure you that neither PayPal nor its external collection agencies report to the credit bureaus. As a result, this particular debt will not be reflected in your credit file.

I appreciate the opportunity to assist you in resolving your negative balance, and I sincerely hope that the information provided in this response has been beneficial to you. If you have any other questions or need additional help with this matter, don't hesitate to reach back out to us. Just reply to this email or send a new one to executiveoffice@paypal.com, and we will get back to you. You can also check out the PayPal Help Center for day-to-day questions you might have about your account.

Sincerely,

Elize

Global Customer Complaints & Advocacy

PayPal

Copyright © [protected] PayPal. All rights reserved.

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