PayPal Merchant Services

I needed to talk to someone at PayPal because I was supposed to get a replacement card, but it never came. My card was set to expire in a month, and I wanted to ensure I had my replacement before that happened. According to my app, a new card had been sent at the beginning of the month, but it was nearing the end, and I still didn't have it. Since I do almost all banking online, this concerned me, and I wanted to ensure that I had my debit card before the old one expired. 

When I called, someone said, "Thanks for calling PayPal. The number you're calling from matches our records." After I confirmed the last four of my Social, it told me my current balance and asked how it could help me. I said that I needed help with my bank card. It then told me, "Sorry, I didn't get that. What can I help you with?" I repeated, "Talk about my bank card." Then it finally transferred me to a person. Unfortunately, that turned out to make the situation worse. 

The person I got had a thick accent. I explained the situation, and they said they would cancel the card and get a new one sent out to me. I assumed that they meant canceling the card that was sent in the mail. The agent's accent was thick, but it seemed to make sense. Until he told me that the card was canceled and I wouldn't be able to use it until the replacement was sent in the mail. 

I was shocked. Why would they cancel my current card? I just wanted a replacement for it. The agent apologized for the situation but said there was no way to undo it at this point. I explained that I had to change all the numbers on my accounts and could not access the funds in my account. I just wanted a new, updated card with a new expiration date. Now, I was in worse shape than I had started. 

At this point, I wanted a supervisor, and I had to push for it, as the agent told me it wouldn't change anything. The supervisor also had an accent and told me there wasn't any way to fix the situation. He said they would send me a new card in one to two weeks. I wanted to know if that card could be expedited since, clearly, this was a gross mistake on their part. He was insistent that his department had no control over the cards being issued, and that there was no one I could call who did have control. I ended up hanging up frustrated, and now there is nothing I can do but hope my card arrives soon.