Flaoisland
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posted on June 4, 2002 10:55:48 AM new
Mr.PayPal maintains that restrictions are rare. Most would disagree. But there is something about Mr.PayPal's claim that doesn't even make sense. If restrictions are so rare then why is there not a special phone number like when you lose your credit card? If restrictions are so rare why is there not a special fax number or PO Box to send documents? If restrictions are so rare than why are there not a few specially trained employees to rapidly resolve these problems? If restrictions are so rare then why is there supposedly a need for special employees manning these fax machines to get these rarely sent faxes? And so on.
[ edited by Flaoisland on Jun 4, 2002 10:57 AM ]
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paypaldamon
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posted on June 4, 2002 11:02:59 AM new
Hi,
There is a special fax number for sending in faxes. Customers can get it by logging in on their account. A cover sheet is there (that must be used) that instructs the customer what the need to fax, as well as the number it is directed to.
The cover sheet is important because it is how we "attach" it to the account. This isn't a paper fax system.
I will again point to restrictions being rare. Compare the number of complaints (just using this forum if needed) versus the overall user base. I have also advised users why their account has been restricted. Most restrictions are resolved within 3-5 business days, but it does depend on the information supplied by the customer. If something is not complete, or if something is not legible, then it will delay the ability of the appeals team to resolve the restriction.
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Flaoisland
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posted on June 4, 2002 11:43:28 AM new
Mr.PayPal:Your comparison to the overall user base gives away your either misunderstanding or misdirection of the severity of problems you cause people by restricting their accounts and not responding properly. Comparing the number of restrictions to either your transactions or number of customers is worthless. If you have even damaged 15,000 customers which is one tenth of one percent of your customer base then your company is in major trouble in the class action legal proceedings against you.
[ edited by Flaoisland on Jun 4, 2002 12:07 PM ]
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dealerjim
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posted on June 4, 2002 02:10:15 PM new
Lets just hope that the end result of that lawsuit will be the demise of PrayPal. Bad customer service will end any company. Hopefully PrayPal will pay dearly for their behavior towards their customers that once trusted them.
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ltlcrafty1
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posted on June 4, 2002 02:36:37 PM new
That was an excellent point, Flaoisland. I was hoping he wasn't going to avoid the actual question being asked again (which of course, he did).
Damon, can you see from the original post, the question started off "IF Restrictions are so rare..." Therefore, there was no need for you to restate "I will again point to restrictions being rare."
Damon, on the average (and I know you have stats on this number) - how many user accounts are placed on restriction per day? If you have stats on the average resolution time, you also have stats on the # of accounts.
Okay, let's say I ASSUME that account restrictions ARE rare. The question being asked is why, then, can you not assign a small team of specialized individuals to assist in resolving account restrictions? (As their ONLY function). Ones that can talk to each 'restricted account' holder - They would have a separate fax #, etc. If these restrictions are as rare as you claim, it could be a very small group of people.
After all, Paypal's SEC filing acknowledged that an inability to effectively handle customer service issues would have a negative impact on the company.
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frustratedguy
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posted on June 4, 2002 10:44:42 PM new
My account is on restriction because I exercised my right and stopped payment on a charge. I had filed a complaint, and the seller was found at fault. My account is still on restriction. If restrictions are so rare... why did such a simple act put my account on restriction?? What policy says that I'm not allowed to stop payment, after submitting a complaint?? (If Paypal had dealt with the complaint in a timely fashion... I wouldn't have had to stop payment!)
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ocj
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posted on June 5, 2002 05:30:11 AM new
I don't believe that an "APPEALS BOARD" Exist for one thing. I believe that it is the sole discretion of one or two people too either hold or release funds, Those that scream the loudest are handled first. It is the old addage it is not what you know it is who you know. I can tell you this, You do not legally have to supply Paypal with any "documentation" the information they ask for is not required to get your money and they can not FORCE you to supply it. I suggest that anyone that has a problem cozy up to your state attorney's office,most of the time one phone call does it all.Also file a complaint with the FBI on their proper forms DO NOT SEND PAYPAL ANY INFORMATION,you didn't need it to open the account and you sure don't need it to close it
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frustratedguy
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posted on June 5, 2002 08:13:36 AM new
What's really frustrating in this case is that it was my checking account that I stopped payment on. They know I have a valid credit card, since charged my credit card with the stopped payment and then refunded the money to it when the seller was found at fault. Instead of putting my account on restriction... why didn't they just move it to "unverified"? (A valid credit card is all that is required to open an account.)
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GU1HToM
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posted on June 5, 2002 08:21:13 AM new
Well I for one have to question the numbers that they are using....
If it is based on the number of customers...
How many customers are actually active?
How many of the customers are on restriction at any given day?
What is the fastest someone has had a restriction lifted?
How much money was the average recovery from a restricted account?
How many Chargebacks were issued on funds received into accounts after it that account was restricted?
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ltlcrafty1
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posted on June 5, 2002 10:50:31 AM new
GU1HToM -
All good questions. I've asked a few of them myself recently. (i.e., On average, how many accounts are placed on restriction each day, average # of days to resolve, etc). Damon is either unwilling or unable to provide an answer.
It's no secret that they keep statistical information on this 'problem', but since the numbers will very likely show HUGE customer service problems within, you know they're going to do everything they can to KEEP it a secret.
The way they talk about their user base, and how many 'new customers' they get every day, they should just about have the whole world signed up soon! (Yeah, right).
But an answer to you're question about the number of ACTIVE accounts would give people a much clearer view of 'the real world' at PayPal. They throw around numbers like a '12 million customer base' and '16 million users with 15,000 new customers signing up daily'. More than a little ambiguous when you're talking about customer service issues.
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Flaoisland
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posted on June 5, 2002 07:19:37 PM new
Elementary Dear Watsons: Mr.PayPal loves to write actual numbers for statistics that make PayPal look good. Mr. PayPal does not love to write about actual figures that make PayPal look bad. Mr. PayPal does not give a real number of restrictions. We can therefore deduce that the actual number is...
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thchaser200
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posted on June 6, 2002 03:54:03 AM new
I think that paypal just randomally decides to restrict accounts on a whim
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mrfoxy76
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posted on June 6, 2002 05:08:38 AM new
they seem to restrict large accounts just imainge the interest made off all this cash in a year....wonder if they release that stat.
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Coonr
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posted on June 6, 2002 05:12:13 AM new
they seem to restrict large accounts just imainge the interest made off all this cash in a year
According to the last quaterly report customer funds are no longer kept in interest bearing accounts. So how much?
[ edited by Coonr on Jun 6, 2002 05:12 AM ]
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mrfoxy76
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posted on June 6, 2002 05:38:40 AM new
CASHED THOSE OPTIONS IN YET?
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GU1HToM
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posted on June 6, 2002 11:40:14 AM new
Well I think my last question..
How many chargebacks are issued on accounts that received the payment after being restricted?
is one that they would like to answer.
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