Dea©onBluesBlog.com

**UPDATE AT THE BOTTOM!!**

The following is the result of multiple emails and over 5.5 hours on the phone ( I am still on the phone as I write this. )

PayPal does not have one person trained in customer service. Not one.

Emails:

Subject:     Why     is     Mint.com     being denied     access.

Customer Message:   ‘I use a financial management service     with     MINT.com     They     are     able     to       access     every  service     I     use     from  my     bank     accounts     to     investments     and     credit       to     loans.

But     they     KEEP     having     technical     issues     with       access  to     my  PayPal     Buyer  Credit.

I     have     verified,     reverified,     and     rereverified     the  log     ins-     all     is  correct.     They     have     reviewed     their     servers     and       logs  and  have     determined  its     not     their     issue     but     that     you     are       experiencing  an  error     in     your  servers     that     is     causing     the     log     in     to       time     out  from     them.

I     know     that     they     CAN     access     it     -     as     it  sometimes     will  work     for     a     few  days     without     fail     and     then     POOF     you     deny       them  access     for  a     month     or     so.

This     is     very     very     VERY     annoying     when       trying     to  manage  your     finances     in  one     simple     place     and     to     get     out     of     debt.

Please     advise     what     steps     need     to     be     taken     in  order     for  you     to     be     able     to  correct     your     server     errors     to     allow     Mint.Com       access  as  requested     and     or  advise     why     you     are     attempting     to     obstruct       credit  management  and     payment  budgets     of     responsible     debt     holders     by     denying  their     tools  access     to     do  so.

Your     cooperation     and     assistance     is     greatly       appreciated.’

PayPal RESPONSE 1:

Hi,    my    name    is    Rain    and    it    is  my    greatest      pleasure  assisting    you  today.

I    understand    that    your    concern    is    about    the      payment    that  you    are  trying  to    make    using    your    PayPal    Buyer    credit.    I    do      apologize  for    the  inconvenience    this    may    have    caused    you.    However,      if    the  payment    has  been  denied    by    PayPal    most    likely    there    was    no      sufficient    fund  for    your  PayPal    buyer    credit.    I    may    suggest    to    contact    PayPal  buyer    credit    for  you    to    further    check    if    you    still    have      sufficient    funds.

There    are    #    ways    you    can    contact    the    PayPal    Credit  Service    Center    for  information    about    your    PayPal    Buyer    Credit    account.

ME:

I    NEVER    SAID    A    THING      ABOUT    MAKING  A    PAYMENT!

READ    THE    EMAIL    BEFORE    RESPONDING!    YOU    JUST    MADE      PAYPAL  LOOK    INCREDIBLY  STUPID    AND    INEPT!

READ    READ    READ    READ    READ    READ    READ!!!!!!!

PayPal Response 2:

Thanks   for   contacting   PayPal’s   Customer   Support.   I   realize     that   this  situation   can   be   frustrating,   and   appreciate   the     opportunity   to   help  you  resolve   this   issue.

Since   you   mentioned   that   the   seller   is   having   difficulty   in  capturing   or  obtaining   the   payment   from   your   Buyer   Credit   account,   you     need   to  advise  them   to   contact   us   so   we   might   check   their   account   to     see   what   is  causing   the   problem   and   what   the   error   message   is.

We   appreciate   your   patience   in   the   meantime   and   for   your     cooperation  in  this   matter.

Don’t   forget,   we’re   always   around   if   you   need   us.   Check   out  www.PayPal.com/###   today   to   know   more   on   how   PayPal   works.

ME:

Oh   my   god   !   I   never   said   anything   like   that!

Read   the   fucking   email!

Mint.com   is   not   a   seller.   There   are   no   payments   not   posting.

Stop   copy   pasting   from   a   script,   read   my   email,   and     answer   my   question  or   perhaps   find   someone   with   intelligence   enough   to   provide     me   with  customer   service   instead   of   random   answers   to   unasked     questions!

READ   READ   READ   READ   READ!

PayPal Response 3:

Thank  you  for  taking  the  time  to  contact  us  with  your  concerns.  I  am  happy  to  assist  you  further.

I  have  read  your  email  and  understood  your  concern  with  regards  to  the  issues  you  are  having  with  your  PayPal  Account.  I  apologize  for  the  confusion  and  for  the  inconvenience  this  has  caused  you.

I  suggest  contacting  one  of  our  Customer  Service  Representatives  by  phone  in  order  to  give  you  more  information  as  to  why  this  problem  actually  occurred  and  for  us  to  give  you  more  details  on  the  situation  at  hand.

We  would  be  able  to  give  you  a  more  appropriate  solution  to  these    issues  and  would  be  able  to  resolve  this  as  soon  as  possible.  We  believe  that  in  order  to  best  assist  you,  you  will  need  to  contact  us  by  telephone  for  the  best  resolution  or  clarification.  You  may  contact  PayPal’s  Customer  Service  at  #-###-###-####.

Once  again,  I  apologize  for  the  inconvenience  and  confusion  this  has  caused  you.  Don’t  forget,  we’re  always  around  if  you  need  us.  If  you  want  to  know  more  about  how  PayPal  works,  go  to  www.PayPal.com and  just  click  on    the  link  at  the  bottom  of  the  log  in  section.  Thank  you  for  contacting  PayPal!

ME:

The  fact  of  what  u  just  said  proves  u  did  not  read  mmy  email  and  have
no  clue.  Do  u  guys  speak  English  as  a  1st  2nd  or  3rd  language?

PayPal Response 4:

Hello, my name is Lawrence from PayPal Customer Service.

Our goal is to ensure that we provide full resolution to your inquiry.
To help address your question promptly and accurately, I attempted to
contact you by phone and received your voicemail.

I understand that you are trying to link your PayPal Buyer Credit
account to Mint.com to be able to manage your finances but please
understand that we don?t have access to check your PayPal Buyer Credit
as it is being managed by GE Money Bank so it would be for the best of
your interest if you can contact them directly to address your concerns
and I am sure that the will be glad to resolve the issue for you.

There are 2 ways you can contact the PayPal Credit Service Center for
information about your PayPal Buyer Credit account.

————-And Now The 6 HOURS of Phone conversations condensed————-

Rep 1: Im sorry your name Alexander is not the same as Alex. Rep 1: so your trying to make a payment? ME: NO. Rep 1: So your trying to accept a payment? Well buyer credit is only used at ebay or paypal approved sites. ME: NO!! NO!! NO!! Rep 1: OHHH I understand, let me transfer you to GE credit since they manage the accounts. ME: grumble… fine…

Rep 2: so your trying to make a payment? ME: NO. Rep 2: So your trying to accept a payment? Well buyer credit is only used at ebay or paypal approved sites. ME: NO!! NO!! NO! Rep 2: yes sir but you can only use the credit to buy things at… ME: NO! MANAGER NOW!!

Manager 1: I’m sorry thats account access. we just handle transaction info. you need to talk to paypal for the technical issues you are having. ME: I did, they said I had to talk to you. Manager 1: no that was a rep with GE. ME: No I talked to paypal who xferd me to a GE rep who xferd me to you. Manager 1: oh! Im so sorry. But you still need to talk to paypal because its access to account info. infrastructure. ME: sigh.. ok thanks.

Rep 3: so your trying to make a payment? ME: NO. Rep 3: So your trying to accept a payment? Well buyer credit is only used at ebay or paypal approved sites. ME: NO!! NO!! NO!! Rep 3: OHHH I understand, let me transfer you to GE credit since they manage the accounts. ME: NO NO NO NO NO NO NO NO NO!!!! Rep 3: How may I help you? ME: ANSWER MY QUESTION! Rep 3: You need to submit a ticket online for this issue. ME: I did, thats why I am talking to you… Rep 3: /silence/ ME: hello? Rep 3: so here is the info for submitting that ticket… ME: MANAGER NOW!

Manager 2: Hi! can i get your account info…DROPS CALL!

Rep 4: Hi! can I get your account info? ME: NO! Manager Now! Rep 4: Drops Call…

Rep 5: Hi! can I get your account info? ME: NO! Manager Now!

Manager 3: Hi! can I get your account info?

ME: sure here ya go.

Manager 3: so your trying to make a payment?

ME: NO.

Manager 3: So your trying to accept a payment? Well buyer credit is only used at ebay or paypal approved sites.

ME: NO!! NO!! NO!!

Manager 3: OHHH I understand your trying to make a purchase with MINT.com…

ME: sigh… no… explains for the 3rd time to same mngr.

Manager 3: OHOH OH! Ok let me go to mint.com and see if i have trouble.

ME: (glimmer of hope) ok. wait.wait.wait.

Manager 3: Sir?? I am able to pull up MINT.com so you should be all set.

ME: ?? I can do that! I didn’t call to report an internet outage. I called to report that YOUR servers are refusing access to mint’s servers. And that mint’s tech support says I need to get you to have your web designers look into your servers to find out why the requests are timing out.

Manager 3: silence….

ME: hello?

Manager 3: OK so what is the amount of the refund?

ME:?!?!?!? what ARE you talking about? Who said anything about a refund?

Manager 3: oh sorry. How may I help you?

ME: ?!?!?!?!!??!?!!? answer my question?

Manager 3: what is your question sir?

ME: grumble… Why are paypal servers refusing access to mint’s servers? and how do I get you to fix this?

Manager 3: Oh! Paypal is not supported by mint.com they would have the paypal logo on the front of their site if they did. thats why they can’t process the transaction.

ME: what transaction?!

Manager 3: the transaction you are trying to process…

ME: there is no transaction! I never said anything about a transaction other than to specify there is NO transaction, no money changing hands.

Manager 3: oh Im sorry. How may I help you?  ME: find a web designer and stick a phone in their hand.

Manager 3: I can’t, we don’t have any.

ME: so paypal was born of a virgin? no designer, it just sprang forth?!

Manager 3: what?

ME: no one built the web site?

Manager 3: yes.

ME: well how do I get a message to them to have them take a look and fix the server communication error between paypal servers and mint.com?

Manager 3: oh its like an accounting site!

ME: (thinking to self, where the hell did that come from but thank the maker YES! FINALLY) out loud… exactly.

Manager 3: ok let me start a trouble ticket to send to our web designers.

ME: THANK THE MAKER!

Manager 3: what?

ME: sorry was talking to the maker, not you. keep doin what you were doin…

Manager 3: ok….. Ok what is your log in information for mint?

ME: here ya go.

Manager 3: ahh I see what you are talking about. Well based on the link they have to use you need to talk to GE.

ME: ok transfer me. (no ticket was ever made or sent to IT as promised)

Now after this there were 3 more reps, and 2 more managers. The outcome being that GE Consumer Finance Management states they have NO tech support department, they are not able to communicate with me AND PayPal at the same time. And that there is nothing further they can do for me.

I give up! I think I just discovered a new leading cause of suicide in America…

Im going back to bed… I need to plug into a positive energy source soon because Im just drained beyond belief right now…

If you made it this far – thanks for caring enough to read this far and I hope you take this as a cautionary tale. Don’t expect customers service from PayPal.

DB

**UPDATE: After having given up totally, I had dinner then just chilled with TV. And then my phone rings. It’s “Paul” from paypal. He has a regular accent like he is from inside the US (I know that sounds bad but please just understand what I mean), he READ my email! And by that I mean READ it as in comprehended it.

When he started he didn’t make me explain it all again, he had done the leg work to investigate and understood the problem. He verified a few key details just to make sure (which is just fine) and said he would be submitting a ticket with their internal IT dept and developers who work on this sort of thing. He also told me that they are in a transition of moving access on the Buyer Credit from GE TO PAYPAL. Something that had anyone of the other people mentioned I would have understood right off! It means the bloody system is in flux and access from 3rd party apps may be wonky for a while. He also understood what I meant by paypal servers denying access to mint but not me aka diff IP and so on.

The young man was helpful, intelligent, kind, patient, and was confirming information that was all I was asking to be done at the start of my 6 hour phone marathon today (which was after the email attempts). And he did it all by READING, listening, paying attention to what I was actually saying and respecting that I knew what I was talking about, instead of thinking I couldn’t possibly be asking the question I was asking because I was too stupid to word it correctly.

Paul: I wish I could talk with you exclusively from here on with any issues. You deserve a raise, and a promotion to management to replace everyone else there so that you can implement training on how to handle customer issues the right way the first time! You sir have restored my faith that there are SOME out there that still know what real customer service is. Thank you! I wish there was some way I could express it to the people that matter in your company. I can’t say enough good things!

See people! Customer service doesn’t have to be hard, just listen, respect, respond intelligently and with genuine interest in the well being of the customer in front of you! The world will be a better place for it!

Filed under: Day 2 Day, Technophile