PayPal Virtual Agent***:** PM*Hi! I'm PayPal's Virtual Agent. I can help with common qu...

GetHuman-aconcret's customer service issue with PayPal from December 2019

Help with my PayPal issue
First: share to improve GetHuman-aconcret's odds
Strength in numbers! Companies respond better when others are watching.
Before contacting them, items GetHuman-aconcret may need:
Email, phone number, Name, last 4 digits of Social Security Number, ability to receive access code, and account log in
The issue in GetHuman-aconcret's own words
PayPal Virtual Agent***:** PM*Hi! I'm PayPal's Virtual Agent. I can help with common questions like "what's the status of my dispute" or "I want a refund".*If I can't help, I'll transfer your message to an agent.*LL*Levana Lott***:** PM*Problem with a pending order*PayPal Virtual Agent***:** PM*It looks like you need help with a pending payment. Is that right?*LL*Levana Lott***:** PM*Yes*PayPal Virtual Agent***:** PM*Sure, I'd be happy to help. Can you select the transaction you are looking for from the list below?*LL*Levana Lott***:** PM*Transaction ID: *DY******N******L*Amount: $ **.***Date: DEC **, *****PayPal Virtual Agent***:** PM*Your transaction status is "Pending" because PayPal has authorized the transaction but the merchant hasn't processed your payment yet. The transaction was authorized and funds were held (authorized) on December **, ****. Most merchants will complete your order a few days after they receive it. Some merchants will wait until they're ready to ship your order. The authorization is valid until January **, **** after which the merchant will not be able to charge you.**This transaction can't be cancelled by PayPal. Please contact the merchant to cancel this transaction or request a refund.**Here's the merchant's contact info:**Merchant name : Jereco Global LLC**Merchant phone number : ***-***-******Merchant email : *****@***.com**Did this help resolve the issue or question you had?*LL*Levana Lott***:** PM*No, I need more help*PayPal Virtual Agent***:** PM*I am sorry to hear that.*Please send us a detailed message below and an agent will respond to your message within an hour.*You can close the window and come back to it when it’s convenient for you. When we respond, we’ll send you a notification with a link to the Message Center where you can reply.*LL*Levana Lott***:** PM*The merchant's website promised they would ship orders made on Saturday on Monday. The order was to have *-* priority shipping. I am going to be out of town starting Friday. This order has not shipped yet so there is no way I will get it on time. It needs to be cancelled. I used PayPal to make sure I would have support as a customer in case the merchant I had not used before did not do as their website says. But now your bot says that I cannot cancel the order? The order needs to be cancelled or it will be left on my porch un*on my porch unattended for a week when I am out of town.*Also why is there no live chat? Or other customer service. Very disappointed in PayPal right now.*Also, the merchant is not answering their phone.*Please go ahead and leave us a message if you haven't already, and we will get back to you in few hours.**Your file has been uploaded.*Go Do Pranks ... ping.jpg * *.** MB**Your file has been uploaded.*Go Do Pranks ... ping.jpg * *.** MB*Please go ahead and leave us a message if you haven't already, and we will get back to you in few hours.*LL*Levana Lott***:** PM*This transaction is not authorized since the merchant did not send it on Monday as promised on their website. I do not authorize any charges on my card for this transaction and will dispute it with my credit card company if necessary. I revoke any authorization to Paypal to charge any credit cards for this transaction because there is now no way it can be delivered in the *-* days as promised by the merchant.*I am very surprised that there is no way to cancel a transaction that has not be sent as promised and am disappointed in Paypal. Maybe AmazonPay is a better option for the future.*Al*You are now chatting with Anil*Al*Anil***:** PM*Hello, welcome to PayPal. My name is Anil. I will be happy to assist you today.*Hello Levana.*Let me review your chat history to help you better.*Please allow me *-* minutes.*Please go ahead and leave us a message if you haven't already, and we will get back to you in few hours.*LL*Levana Lott***:** PM*ok*you there?*Al*Anil***:** PM*Thank you for waiting.*Yes, I am here, was reading through your chat history.*LL*Levana Lott***:** PM*ok*Al*Anil***:** PM*I did review the chat history and see that the merchant did not send you the goods*services as promised.*LL*Levana Lott***:** PM*Good. Thanks*So you will cancel it?*Al*Anil***:** PM*I am reviewing your transaction log, please allow me * minutes.*At the beginning of your transaction you have provided the transaction details *DY******N******L*$ **.***DEC **, ******Just to confirm, this is an authorization, PayPal does not have the authority of canceling an authorization for any merchant, however you need to contact the merchant to get this authorization cancelled or you have to wait for ** days post ** days our system will have an option to void this transaction.*From reviewing your account, I can see that the status of your order is 'Pending'. This means that your order has been received by the merchant, but your payment has not yet been processed.*LL*Levana Lott***:** PM*This transaction is not authorized.*I do not authorize this transaction and will dispute it with the credit card company if it is charged.*What type of customer protection is this? Why am I even using Paypal?*Al*Anil***:** PM*I understand your situation. I am very sorry, please allow me * minutes to check if there is any other alternative*LL*Levana Lott***:** PM*I am telling you right now that I absolutely do not authorize Paypal to charge my credit card for this transaction.*I have informed the merchant of this as well.*Al*Anil***:** PM*I do understand you wish to cancel this transaction as this is not authorized by you as per the terms and conditions for an authorization, if the transaction is in Pending status then only merchant has access the option to cancel this transaction from their end, if PayPal has to Void this transaction we have to wait ** days. In future if you are charged for this transaction you can Dispute this with PayPal to get your money back.*LL*Levana Lott***:** PM*I have used Paypal for a very long time, but will not use PayPal in the future because apparently there is no actual consumer protection in place. I am confident that my credit card will not allow unauthorized charges and I do not authorize this charge.*Al*Anil***:** PM*Levana, I appreciate you being with us in business for so long, however let me help you understand that I can see that the status of your order is 'Pending'. This means that your order has been received by the merchant, but your payment has not yet been processed.*Please request your bank not to process this money.*LL*Levana Lott***:** PM*Do not process this payment. I do not authorize you to process this payment. I revoke any authorize you feel you may have to charge my credit card.*Please request assistance from a manager to cancel this immediately.*hello?*Al*Anil***:** PM*Let me repeat myself that as per the Terms and Condition for an Authorization PayPal do not have permissions to cancel or void any Authorization which is pending in status, this policy applies across PayPal, you need to work along with Merchant to get this cancelled or wait ** days, post ** days from the order processing date we will have option on our system to Void this transaction, when there is no option to void highlighted, we cannot select this option to cancel*void from PAyPal.*LL*Levana Lott***:** PM*I want to chat with a manager. Also, I want to close my PayPal account.*I want a manager to call me.*Paypal is to protect customers from being ripped off. Obviously Paypal does not do that any longer.*AmazonPay will probably work much better.*Also, your phone line says a pending transaction can be cancelled online but that option does not exist.*Per banking regulations I have a right to close my account.*I want to close my Paypal account.*Hello? Are you still there? I need you to close my PayPal account.*I'm going to call and complain that you are not answering me.*Al*Anil***:** PM*Levana, I am very sorry to hear that you are making this decision, however there are certain rules and regulation which needs to be followed from time to time to safeguard customers money and details, let me run few security checks to help you close your account, if you insists, Please allow me *-* minutes.*Thank you for waiting.*My apologies for the delay.*LL*Levana Lott***:** PM*Yes. Close my PayPal account. This is the only time I have asked PayPal for help over the years and you do nothing. You do not provide the service expected and you customer service system is horrid.*I will be speaking to a manage on the phone to complain that you ignored me on chat.*Al*Anil***:** PM*I understand your situation, if I was in your situation, I would have felt the same, in no manner I have not ignored your Chat, I did try to close the account, however there are few restrictions on your PayPal account, Let me transfer your chat over to our specialist team and they will have access to help you further,*May I transfer your chat over?*LL*Levana Lott***:** PM*OMG. You should have transferred me ** minutes ago!*I want someone to call me.*Right now. Your supervisor.*There are laws about banking and I want this account closed!*I don't trust that you will transfer me. I think you will disconnect me. I want someone to call.*It's not your fault that they have set up a terrible customer service system, but that's why I need to talk to a manager.*You cannot refuse to close my account.*Al*Anil***:** PM*I request your co-operation, I am trying to find a supervisor who is available to take this chat.*LL*Levana Lott***:** PM*Yes, find a supervisor.*Al*Anil***:** PM*Sure, please stay connected.*I appreciate your patience.*LL*Levana Lott***:** PM*hello?*I need my PayPal account closed.*Al*Anil***:** PM*I am waiting on the chat line for a available supervisor, please allow me some more time.*LL*Levana Lott***:** PM*It has been * hours that I have been trying to get help*That should be enough time for assistance to be given.*Al*Anil***:** PM*Levana, I am very sorry to keep you waiting. Please be online , I am transferring your chat over.*LL*Levana Lott***:** PM*ok*Levana Lott***:** PM*It has now been ** minutes since you began looking for a supervisor*Please go ahead and leave us a message if you haven't already, and we will get back to you in few hours.*LL*Levana Lott***:** PM*You are legally obligated to close this account. I want to close my PayPal account.*It seems that I have been deliberately disconnected.*I want to close my PayPal account immediately.*I want to close my PayPal account immediately due to no customer protections and an absolutely terrible customer service system.

GetHuman-aconcret did not yet indicate what PayPal should do to make this right.

How GetHuman-aconcret fixed the problem

We are waiting for GetHuman-aconcret to fix the problem and share the solution with the rest of us customers.

Do you have a customer issue as well?
We can help you get PayPal's attention and get better help faster. Tap below to get started.
Help from Real People?
If our free tools aren't enough, we partner with a US-based company with live tech support experts available 24/7. Take advantage of a $1 one-week trial membership and chat with an expert now.
Chat with a Live Expert
Having PayPal issues too?
Get tips from pros & other customers, and get it handled faster:
For better results, write at least 100 characters
This email address isn't valid


Customer service issue
Reported by GetHuman-aconcret
Dec 18th, 2019 - 2 years ago
Not resolved
Seen by 1 customer so far
Similar issue to 16998 others
0 customers following this


GetHuman-aconcret started working on this issue
Dec 18th, 2019 10:33pm

Setup Your New Home Easily

Call our Free Concierge and we will compare service and plans in your new home area and schedule all setup for the same day- free of charge! Get a better deal on all your services in 1 call, and let us make scheduling easy for you.

Call Now: 888-959-6783Our concierge is unaffiliated and therefore able to compare deals (and schedule) across many companies