PayPal Issues - Hacked Account?

slinkyminx

Has anyone had a resolution on this yet - im still out of pocket and zero communication from them on the matter looks like another hour or so on the phine trying to get someone to speak to 

martindow

slinkyminx said:

Has anyone had a resolution on this yet - im still out of pocket and zero communication from them on the matter looks like another hour or so on the phine trying to get someone to speak to 

No, I phoned again today.  I was assured that they are working on this and that it will be resolved soon, but I was told I would be contacted within two days when I called on Friday.  I get the impression that they just make soothing noises to get you off the line quickly to move on to the next call.

soolin

martindow said:

slinkyminx said:

Has anyone had a resolution on this yet - im still out of pocket and zero communication from them on the matter looks like another hour or so on the phine trying to get someone to speak to 

No, I phoned again today.  I was assured that they are working on this and that it will be resolved soon, but I was told I would be contacted within two days when I called on Friday.  I get the impression that they just make soothing noises to get you off the line quickly to move on to the next call.

It sounds like they are using the eBay model of customer service. Basically tell the customer anything just to get them off the phone, regardless of how truthful. 

Leopardprintlover77

Hi I’m having the exact same issue. Frist the fraud e-mail quoting the exact payment transaction number. Then a few days later the customer payment got reversed out of my PayPal Business account after their “system update,” so the money is frozen — neither me nor the customer has it. I hadn’t shipped the goods yet as my order processing takes longer as it is a custom item, and PayPal has told me not to ship until funds clear, so we’re both in limbo. I'm not even able to refund the customer as I technically don't have the funds. Luckily the customer is being understanding. 

After phoning many times and writing too, I received no further resolution other than vague assurances that the issue is “being dealt with,” without any concrete information or timeline. 

I finally received a message saying it had been escalated to their complaints team after quoting a number of legal regulations on their messaging service and also stating I knew all about their 'glitch'. 

It looks like they may actually be in contravention of several UK regulations, including:

• Payment Services Regulations 2017 (PSRs) – specifically Regs 23, 42 & 48 regarding safeguarding funds and providing prompt, transparent transaction information.

• Electronic Money Regulations 2011 (EMRs) – requirements for safeguarding customer funds.

• FCA complaint-handling expectations – providing a fair, timely, and transparent resolution.

I’m planning to escalate this to the Financial Ombudsman Service if PayPal doesn’t resolve it quickly. The paypal complaint e-mail in the message is ppelce@paypal.co.uk if you want to write to them.  

martindow

My affected transaction still shows as green/completed although the balance is still negative.  Next to this is an i in a circle which wasn't there yesterday.  Hovering over it shows this:

Do not fulfil this order.  If you've already shipped or fulfilled, we'll cover eligible transactions under our Seller Protection Programme and you will be notified about next steps in the coming days.

I can't see any way to claim on the Seller Protection Programme - is this possible?

se2020

martindow said:

My affected transaction still shows as green/completed although the balance is still negative.  Next to this is an i in a circle which wasn't there yesterday.  Hovering over it shows this:

Do not fulfil this order.  If you've already shipped or fulfilled, we'll cover eligible transactions under our Seller Protection Programme and you will be notified about next steps in the coming days.

I can't see any way to claim on the Seller Protection Programme - is this possible?

Just male sure you have added the tracking number if you have already shipped the item.

martindow

se2020 said:

Just male sure you have added the tracking number if you have already shipped the item.

Yes, that's added.

jamieostrich

Hi,
15 of the 16 transactions that they emailed about were re-credited to our account yesterday which is great news.
Just waiting on the last one. Expect we will never get an explanation!

martindow

Mine has also been refunded when I logged on today.  Like jamie there was no explanation or email, but I'm glad it's been resolved.

Does anyone know what, if anything, customers have been seeing during all of this?