PayPal is Broken

by Tim M on June 29, 2010

PayPal is broken. Customer Service never solves anything.

I contacted PayPal as my credit card mysteriously disappeared from my account with no explanation as to why.

I emailed them (after re-linking it), here’s what I got.

Dear Tim Marsh,

Thank you for contacting PayPal.

I apologise but PayPal did not remove your card. If you will check the
card details on the Profile section on your PayPal account, you will see
that the card is still added. It shows that the reason why you were not
able to see the card when you send the payment is because the amount you
are trying to send exceeds your remaining sending limit. When you signed
up for a PayPal account way back in 2009, you were given an initial
sending limit of $11,250.00 AUD. You already spent $10,945.46 AUD and
your remaining sending limit is only $304.54 AUD. Sending limit is the
total value of payment you can make in your PayPal account using your
card. Each payment you send will be deducted from your sending limit and
by the time you reach your limit or if you are sending more that your
remaining sending limit you will be asked to Verify your account. Right
now, you can still process the payment using your bank account.

You can lift this limit and use the card again by confirming it on your
PayPal account. All you have to do is wait for the PayPal code within
2-4 business days after you requested to confirm the card.

Your unique, randomly generated 4-digit PayPal code is displayed on your
card statement next to or near the PayPal charge. In the item
description section, this code is printed next to the word “PAYPAL”.
1. Log in to your PayPal account.
2. Click “Confirm my debit or credit card” in the To Do List box.
3. Enter your PayPal code.
4. Click “Submit”.

If you need more clarification, please call our Customer Service agents
at (02) xxx xxxx so that we can assist you further.

Sincerely,
Cherrie
PayPal, an eBay Company

So I responded.

Thanks Cherrie.

The only reason I thought PayPal removed it was that there was no error message or warning to me (at least that was readily obvious to me) telling me why the card wasn’t available. What you’re saying is that I have to go digging through menus to see why I can’t pay by credit card.

You’re also saying you expect me to remember a small T&C from over 1 year ago, which is related to a limit. No offence, but the chances of a user remembering this limit is zero. We all have way too much going on in our lives to retain information like this.

I don’t want to use my bank account (ever), so that’s not a viable solution.

I suggest PayPal consider implementing more user friendly messages to its users.

Tim

PayPal, you are broken and need fixing.

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