Complaint Review: PayPal

I am writing to report the unsatisfactory behavioral conduct on the part of a supervisor at the customer service call center.  The supervisor's name is M---- and her badge number is ####.  My complaint is meant not only to describe the inability of M---- and that of her subordinate (M*** ####) to help me resolve my simple request to verify my husband's online PayPal account, but also M----'s complete lack of professionalism when it became clear that she was unable to help me.  Her immediate demeanor once she took over the call from M*** was annoyed, disturbed, and made me feel as though I was putting her out by having called.

Both M*** and M---- embarrassed me by asking some deeply personal information that was, frankly, none of their business, but I felt I had to explain myself in order to move the conversation forward.

The issue started because my husband, R, could not "accept" a payment from a client because his account couldn't be verified.  After talking to M---- and M***, it became apparent that the reason for this is because he does not have an outside bank account to link to his PayPal account.  When M---- and M*** pressed me for information as to why we don't have a bank account, I became very embarrassed: we don't have a bank account because we have no proof of residence, nor do we have any money to use to open an account anywhere (because our money is being held unclaimed in PayPal).  Essentially, we are homeless, and this is information that I did not wish to disclose to complete strangers.

M---- spent most of the call prying into our personal lives instead of helping us at all, or offering any useful suggestions for our situation.  M---- continued to belittle me over the phone and add her own personal opinions about what we "should and shouldn't do" with our money, instead of remaining a professional, impartial third party.  Many times, throughout our conversation she continuously interrupted and spoke over me.  Neither she nor M*** offered any solutions to our problem and our call ended in a standoff of silence between M---- and me.  

Moreover, R had called the same customer service line on two separate occasions and talked to two other people (whose names I do not have), and they provided him with 100% false information.  They promised him that they would solve the problem by issuing a "ticket" and having a supervisor take a look at it and then release the funds within 48 hours.  The same day he spoke to someone, R saw a blue sub-window at the "get verified" screen which said "this account will be confirmed in 2-3 business days."  That notification has since disappeared.  My supposition is that they just wanted to get him off the phone.  Neither person made any mention of your pre-requisite to have an outside bank account.

I still do not understand your policy regarding why a separate bank account is necessary when we have the paypal.com/prepaid account--complete with a routing number and account number.  Why does this not work?  That is how we've been doing our business for the past several months.

In conclusion, if this is the standard of behavior expected from your employees, I am sorry to say that we will not be able to continue conducting business with you.  While we don't have many options available to us, at this point any other method of payment would be superior to the Paypal method.