Step 1: Make sure it's legit. There are a lot of phishing scam emails out there. Never click a link in an email to go to PayPal or any other financial website. Instead, go directly to PayPal.com from your web browser. If there really is a problem with your account, you'll see a notification on your main page or in your messages.
Step 2: Make sure you're legit
You have a poor chance of getting your money from PayPal if you have been violating the user agreement or otherwise done something illegal. You need to be a user in good standing to resolve issues.
Step 3: Calm Down
Take a while to calm down. Take a bath, go out for a run, listen to some music, or do whatever you need to do to calm down. It is hard to control yourself when you're upset and angry, but it is CRITICAL that you present yourself as an innocent, rational and reasonable person.
Step 4: Call PayPal. Record the Call if You Can.
If your computer has a webcam or a microphone, and you don't already have recording software, you can get a free and easy-to-use recorder at
http://audacity.sourceforge.net/
Make sure you know how to use Audacity (it only takes a minute or two to figure out), do a test recording. Get your phone, put it on Speaker, and make the call. When the PayPal rep picks up, hit record. If you can't afford the cell phone minutes to sit on hold, you can use
Google Voice to make the call.
It is VITAL that the very first words out of your mouth include the phrase "just to let you know, I'm recording this call for my records." In many states, recording a phone call without the other person's knowledge (unless you're a police officer with a search warrant) is illegal. You'll also find that knowing he or she is being recorded makes the PayPal rep a lot more polite.
Step 5: Stay Calm and Write Everything Down
During the call, remain calm and (if you can manage it) friendly. Ask for the representative's name and ask him or her to spell it. Also ask if the rep has an employee ID number or extension number. If so, read this back. This lets the rep know you are writing things down.
Step 7: Gather Your Resources Write down the date and time you called, and exactly what was said. State your problem, then ask why the issue occurred and what the rep thinks you should do. Repeat what the rep says back to him or her.
If there are other facts that affect your case, state them, then ask if they change the rep's advice. For example, if the rep tells you your deposits are being held because of a high number of Ebay chargebacks, and you haven't had a chargeback on your ebay account in six months, say so.
Step 6: Repeat Steps 4 and 5
Sometimes, you can get your problem resolved in one call. If not, wait at least an hour, then call PayPal again.
Do not say you've called about this issue before. Repeat the exact same things you said to the previous rep. You will most likely get a different answer. Record everything just as you did before. If you want, you can repeat this a third time. Each time you are given a different answer, you have more evidence against PayPal.
Step 6 Part B: Take Any Reasonable Action PayPal Requests
If you are asked to do something which you feel is reasonable, do as PayPal asked you to. Otherwise note why you do not feel it is reasonable, or if you were given contradictory instructions.
If the preceding steps have not taken care of your problem, it is time to turn up the heat. Now you're going to let PayPal know that, since they have failed to respond to your problem, you are going to start complaining to Big Brother. You'll need some information to do this.
First, do a Google search for your state's attorney general's office. Usually "STATE NAME Attorney General" will give you what you want. You'll also need the complaint websites for the
Better Business Bureau, the
Federal Trade Commission, and the
Unites States Federal Reserve. Click the links to access them.
Step 8: Compose Your Email
Write an email explaining your problem and giving PayPal a set amount of time (usually 2-4 days) to respond before you bring your issue to the Powers That Be. There is a sample email at the end of this article, which you'll need to alter to fit your situation. The original version comes from this site, and I hope the author will accept my grateful acknowledgment:
http://success.grownupgeek.com/index.php/2008/04/20/paypal-funds-released/
Step 9: Send Your Email to the Right People and Save A Copy
Sending your email to multiple people will increase the likelihood that someone who can do something for you will see it. Copy and paste these email addresses into your email software's TO field (I also got these from
http://success.grownupgeek.com/index.php/2008/04/20/paypal-funds-released/)
account-review@paypal.com; aup@paypal.com; complaint-response@paypal.com; resolutions@paypal.com; escalations@paypal.com; complaints@paypal.com; RDutta@paypal.com; sthompson@paypal.com; crme@paypal.com; press@paypal.com; exec.relations@ebay.com
Make sure your email program is set to save sent emails and that you've got it set to display all message headers (this will give you evidence of when, and to whom, your email was sent). Also make sure copies of your email are saved in a safe place, like an online email address (you can BCC a copy to your own Yahoo, google mail or MSN account, for example).
Step 10: Follow Up
If your demand are not met by the time specified in your email, follow up exactly as you said you would. Send a fact-based, unemotional complaint to the listed agencies, and then send certified hard copies (paper copies) to the Snail Mail addressed (which you can find on the linked websites). Make sure you use a mail service which provides some form of delivery confirmation.
Step 11: Sue
If you still don't get your money back, consider taking PayPal to Small Claims or higher court. Make sure to research your state's laws (reference librarians at public libraries or state-run universities can help with this) or consult an attorney familiar with these kinds of issues.
SAMPLE EMAIL:
Your Name (as it appears on PayPal)
Case # (if you have one)
To Whom it May Concern
I have been a PayPal user in good standing for X amount of time and have been happy with the services provided to me. Unfortunately, I recently had a problem which I have not been able to get resolved. Here describe your problem in factual, calm, non-insulting language.
On Date, at Time, I called PayPal and spoke to Name. S/he informed me that I should do XYZ. I have done so / do not feel this is reasonable / have elected not to do this because it contradicts what Rep Name told me when I called back on DATE, TIME.
This email is is to respectfully request that the funds owed to me be released. I understand PayPal's need for holding funds for credit card chargeback purposes; however a review of my account history will reveal that I am a user in good standing / have very few buyer complaints and chargebacks / the funds in question are not related to Ebay sales / other.
I feel that any reasonable person would conclude that holding my funds for X number of days is excessive and my be viewed by some as punitive or an unnecessary abuse of power. It may also be contrary to United States Federal Law and/or to laws of some states. Unless my funds are released by TIME, on DATE, I will be filing complaints with the following agencies:
The YOUR STATE's Office of the Attorney General
The United States Federal Trade Commission
The United States Federal Reserve
The Better Business Bureau. All complaints will be filed online on DATE (MM/DD/YYYY) and written copies will also be sent via certified postal mail.
Please be aware that replying with the standard "this is part of the terms of service that you agreed to" will not satisfy my request, nor will it deter me from contacting the agencies listed above. It will be up to the listed agencies to determine if PayPal is operating within the law, abusing power, etc. Sincerely Yours
Your Name
YOUR COMMENT IS APPRECIATED
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