Very disappointed with PayPal Credit

bolzen

Very disappointed with PayPal Credit customer service and the confusing way the whole system operates.

A transaction of £1,177.93 (MILLIONVIEW) was refunded, and the refund clearly appears on my statement. However, the same amount still continues to appear as outstanding under a promotional balance section, making it extremely difficult to understand what is actually owed and what has already been refunded.

PayPal Credit statements and balance allocations are unnecessarily confusing. It is very easy to miss payments or misunderstand what is happening on the account. Updates are often very slow, and transactions or refunds can take a long time to properly reflect on the account, creating unnecessary stress and uncertainty.

To make matters worse, instead of properly investigating and providing a clear written explanation, PayPal repeatedly pushed me to call by phone. I explained that I have hearing difficulties and requested written communication, yet they still insisted on telephone contact rather than resolving the issue properly in writing.

Under UK complaint-handling rules and basic accessibility principles, customers should be able to receive written responses, especially when hearing problems are involved. Instead, I received generic copy-paste replies and no proper explanation of why the refunded balance still appears outstanding.

Recently I started using Klarna, and honestly I find it much clearer and easier to understand. They also offer interest-free credit options, and at this stage I will probably use Klarna more often than PayPal Credit in the future.

Very stressful, frustrating and disappointing experience from a major financial company.

ManyWays

I suggest a formal written complaint by email, subject "Failure to take account of my health problems". Paypal's address on the FCA register for complaints is

headofcomplaints@paypal.com

Explain your problem briefly and what you would like done to resolve it.

Add at the end that so far Paypal are being unreasonable by not taking account of your request for communications in writing because of your hearing difficulties and say this is in breach of the FCA's Consumer Duty.

End by saying you will be seeking compensation if this has to be sent to the Financial Ombudsman

sourcrates

As PayPal Credit are now FCA regulated, you have a whole plethora of legal rights you did not have previously.

I would echo Manyways advice and exercise those rights to the full.