PayPal, Inc. correct password not recognized, new password not recognized, correct security answers not recognized, new correct security questions not recognized, random keystrokes "strong" password, following guidelines password "weak", customer service no help, email address of head office non-existent, cancelled account San Jose California
I tried to access my PayPal account. The system would not recongize my password. I had written it down, so it was not a slip of memory. I tried several times.
I followed instructions to get a new password. I entered it. The system did not recognize it either. I tried several times with the new password.
The system asked me to enter security questions I could answer. I did. I tried again. This time it did not recognize my new password or my security question answers, which were obviously right answers because I wrote them. I tried again.
Finally, I tried to get help. It took a long time to find how to email PayPal. The address is buried somewhere on the site. I got back a robot response saying they would get back to me within 24 hours. They have never got back days later.
With effort, I found a telephone number, also buried deep on the site. It is not even a 1800- number, so the call cost me. It connected to an answering machine that took me ten minutes to somehow say the right words to get me an actual human operator. I explained all the above to her.
She directed me back to the site and walked me through entering yet another password. The system said it was "weak", even though I was following directions. She said to add a capital letter. I did. Same response, "weak." She said add two capital letters. I did. Same "weak" reply.
She said add some symbols, some letters and two capital letters. I did. Still "weak." In frustration, I typed randomly anything, without regard to capitalizations, numbers or symbols. The system said "strong." Of course, I did not know what I had typed and could not "confirm." But I tried another series of random keystrikes and the system again said "strong."
I said the system was obviously broken because, when I followed directions, it did not work, and when I did not follow any directions it did work, except I could not replicate and confirm. I said to fix the system so I can get into my account. She said I was "the only one having this problem." I hate being intimidated by being "the only one." I said fix the problem or I would air my experience across the World Wide Web. I asked to speak to someone in charge.
She would not connect me. Finally she gave me the "corporate office" number. When I asked who to talk to, she said "anyone". I knew that was absurd. She could not give me a name and I hung up.
I called the so-called "corporate office" and it was yet another answering machine with the same options I had got when I called the previous number. I went online and found a list of numbers (one of which I have given here), and several others. One was no longer in service, another was the "circular" answering machine, another had a personal answering machine and an Adam Brassch, Sr. Agent, answered. I left a message and have not been called back.
I wrote to a Mr. S. Thompson at sthompson@paypal.com to complain but my email was returned undeliverable, address rejected.
I have cancelled my PayPal account as a result of this frustrating customer service. As a consequence, it is going to take me weeks to get paid for something I have sold somebody.
I want their system fixed and reliable customer service.