PayPal needs a lesson in customer service

So this morning we got an email from PayPal:



The PayPal User Agreement states that PayPal, at its sole discretion, reserves the right to limit an account for any violation of the User Agreement, including the Acceptable Use Policy. Under the Acceptable Use Policy, PayPal may not be used to send or receive payments or donations for obscene or certain sexually oriented goods or services. The complete Acceptable Use Policy addressing Mature Audiences can be found at the following URL:



http://www.paypal.com/cgi-bin/webscr?cmd=p/gen/ua/use/index_frame-outside&ed=mature


We are hereby notifying you that, after a recent review of your account activity, it has been determined that you are in violation of PayPal’s Acceptable Use Policy regarding your website:


http://www.opennetcf.org/forums/topic.asp?TOPIC_ID=8609. Therefore, your account has been permanently limited.



If you have a remaining balance, you may withdraw the funds to your bank account. Information on how to withdraw funds from your PayPal Account can be found at our Help Center.


You will need to remove all references to PayPal from your website(s) and/or auction(s). This includes not only removing PayPal as a payment option, but also the PayPal logo and/or shopping cart. We thank you in advance for your cooperation. If you have any questions, please contact the PayPal Acceptable Use Policy Department at aup@paypal.com.


Sincerely,


PayPal Acceptable Use Policy Department PayPal, an eBay Company


Right off you can tell that they didn’t like something in our public Forums – a place where anyone who can enter a user name can post anything they’d like.  Offhand I don’t even know what was at that topic ID as Neil deleted it once he saw this notification.  We also use the PayPal account very, very rarely – I’d guess there were probably 5 transactions in the last 12 months, so how the hell they figured some violation by “reviewing account activity” is beyond my comprehension.


So Neil replid to them that we had no activity of the sort and that the material was removed.  Shortly after that we got this:



Dear Chris Tacke,


Based on the information provided to you in our last email your account has been permanently closed. Under the Acceptable Use Policy, PayPal may not be used to send or receive payments or donations for obscene or certain sexually oriented goods or services. The complete Acceptable Use Policy addressing Mature Audiences can be found at the following URL:


http://www.paypal.com/cgi-bin/webscr?cmd=p/gen/ua/use/index_frame-outside&ed=mature


Unfortunately, we will be unable to overturn the limitation on your account. I do apologize for any inconvenience this issue may be causing you at this time.


Sincerely,
PayPal Acceptable Use Policy Department
PayPal an eBay Company


Nice.  One “infraction” of material, which we didn’t post (again spammers are the lowest form of life) and which we removed, and the close the account with really no appeals process.  Not only do they charge fees way above what any other merchant provider charges and not only do they tend to monopolize eBay commerce, they evidently also employ a large number of morons. I like how they term “permanently closed” as a “limitation on your account.”


How does a company like this stay in business?

One thought on “PayPal needs a lesson in customer service”

  1. I agree with you — no customer service satisfaction here. Suggest you try a competitor to PayPal and reveal why you moved to the competitor. I had this happen to me in the first year of PayPal operating. However, after several years break I applied again to use PayPal and everything was clean again. So in my experience "permanently" was a break of two years.

    Like

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