**UPDATE AT THE BOTTOM!!**
The following is the result of multiple emails and over 5.5 hours on the phone ( I am still on the phone as I write this. )
PayPal does not have one person trained in customer service. Not one.
Subject: Why is Mint.com being denied access.
Customer Message: 'I use a financial management service with MINT.com They are able to access every service I use from my bank accounts to investments and credit to loans.
But they KEEP having technical issues with access to my PayPal Buyer Credit.
I have verified, reverified, and rereverified the log ins- all is correct. They have reviewed their servers and logs and have determined its not their issue but that you are experiencing an error in your servers that is causing the log in to time out from them.
I know that they CAN access it - as it sometimes will work for a few days without fail and then POOF you deny them access for a month or so.
This is very very VERY annoying when trying to manage your finances in one simple place and to get out of debt.
Please advise what steps need to be taken in order for you to be able to correct your server errors to allow Mint.Com access as requested and or advise why you are attempting to obstruct credit management and payment budgets of responsible debt holders by denying their tools access to do so.
Your cooperation and assistance is greatly appreciated.'
PayPal RESPONSE 1:
Hi, my name is Rain and it is my greatest pleasure assisting you today.
I understand that your concern is about the payment that you are trying to make using your PayPal Buyer credit. I do apologize for the inconvenience this may have caused you. However, if the payment has been denied by PayPal most likely there was no sufficient fund for your PayPal buyer credit. I may suggest to contact PayPal buyer credit for you to further check if you still have sufficient funds.
There are # ways you can contact the PayPal Credit Service Center for information about your PayPal Buyer Credit account.
I NEVER SAID A THING ABOUT MAKING A PAYMENT!
READ THE EMAIL BEFORE RESPONDING! YOU JUST MADE PAYPAL LOOK INCREDIBLY STUPID AND INEPT!
READ READ READ READ READ READ READ!!!!!!!
PayPal Response 2:
Thanks for contacting PayPal's Customer Support. I realize that this situation can be frustrating, and appreciate the opportunity to help you resolve this issue.
Since you mentioned that the seller is having difficulty in capturing or obtaining the payment from your Buyer Credit account, you need to advise them to contact us so we might check their account to see what is causing the problem and what the error message is.
We appreciate your patience in the meantime and for your cooperation in this matter.
Don't forget, we're always around if you need us. Check out www.PayPal.com/### today to know more on how PayPal works.
Oh my god ! I never said anything like that!
Read the fucking email!
Mint.com is not a seller. There are no payments not posting.
Stop copy pasting from a script, read my email, and answer my question or perhaps find someone with intelligence enough to provide me with customer service instead of random answers to unasked questions!
READ READ READ READ READ!
PayPal Response 3:
Thank you for taking the time to contact us with your concerns. I am happy to assist you further.
I have read your email and understood your concern with regards to the issues you are having with your PayPal Account. I apologize for the confusion and for the inconvenience this has caused you.
I suggest contacting one of our Customer Service Representatives by phone in order to give you more information as to why this problem actually occurred and for us to give you more details on the situation at hand.
We would be able to give you a more appropriate solution to these issues and would be able to resolve this as soon as possible. We believe that in order to best assist you, you will need to contact us by telephone for the best resolution or clarification. You may contact PayPal's Customer Service at #-###-###-####.
Once again, I apologize for the inconvenience and confusion this has caused you. Don't forget, we're always around if you need us. If you want to know more about how PayPal works, go to www.PayPal.com and just click on the link at the bottom of the log in section. Thank you for contacting PayPal!
The fact of what u just said proves u did not read mmy email and have no clue. Do u guys speak English as a 1st 2nd or 3rd language?
PayPal Response 4:
Hello, my name is Lawrence from PayPal Customer Service.
Our goal is to ensure that we provide full resolution to your inquiry. To help address your question promptly and accurately, I attempted to contact you by phone and received your voicemail.
I understand that you are trying to link your PayPal Buyer Credit account to Mint.com to be able to manage your finances but please understand that we don?t have access to check your PayPal Buyer Credit as it is being managed by GE Money Bank so it would be for the best of your interest if you can contact them directly to address your concerns and I am sure that the will be glad to resolve the issue for you.
There are 2 ways you can contact the PayPal Credit Service Center for information about your PayPal Buyer Credit account.
-------------And Now The 6 HOURS of Phone conversations condensed-------------
Rep 1: Im sorry your name Alexander is not the same as Alex. Rep 1: so your trying to make a payment? ME: NO. Rep 1: So your trying to accept a payment? Well buyer credit is only used at ebay or paypal approved sites. ME: NO!! NO!! NO!! Rep 1: OHHH I understand, let me transfer you to GE credit since they manage the accounts. ME: grumble... fine...
Rep 2: so your trying to make a payment? ME: NO. Rep 2: So your trying to accept a payment? Well buyer credit is only used at ebay or paypal approved sites. ME: NO!! NO!! NO! Rep 2: yes sir but you can only use the credit to buy things at... ME: NO! MANAGER NOW!!
Manager 1: I'm sorry thats account access. we just handle transaction info. you need to talk to paypal for the technical issues you are having. ME: I did, they said I had to talk to you. Manager 1: no that was a rep with GE. ME: No I talked to paypal who xferd me to a GE rep who xferd me to you. Manager 1: oh! Im so sorry. But you still need to talk to paypal because its access to account info. infrastructure. ME: sigh.. ok thanks.
Rep 3: so your trying to make a payment? ME: NO. Rep 3: So your trying to accept a payment? Well buyer credit is only used at ebay or paypal approved sites. ME: NO!! NO!! NO!! Rep 3: OHHH I understand, let me transfer you to GE credit since they manage the accounts. ME: NO NO NO NO NO NO NO NO NO!!!! Rep 3: How may I help you? ME: ANSWER MY QUESTION! Rep 3: You need to submit a ticket online for this issue. ME: I did, thats why I am talking to you... Rep 3: /silence/ ME: hello? Rep 3: so here is the info for submitting that ticket... ME: MANAGER NOW!
Manager 2: Hi! can i get your account info...DROPS CALL!
Rep 4: Hi! can I get your account info? ME: NO! Manager Now! Rep 4: Drops Call...
Rep 5: Hi! can I get your account info? ME: NO! Manager Now!
Manager 3: Hi! can I get your account info?
ME: sure here ya go.
Manager 3: so your trying to make a payment?
Manager 3: So your trying to accept a payment? Well buyer credit is only used at ebay or paypal approved sites.
ME: NO!! NO!! NO!!
Manager 3: OHHH I understand your trying to make a purchase with MINT.com...
ME: sigh... no... explains for the 3rd time to same mngr.
Manager 3: OHOH OH! Ok let me go to mint.com and see if i have trouble.
ME: (glimmer of hope) ok. wait.wait.wait.
Manager 3: Sir?? I am able to pull up MINT.com so you should be all set.
ME: ?? I can do that! I didn't call to report an internet outage. I called to report that YOUR servers are refusing access to mint's servers. And that mint's tech support says I need to get you to have your web designers look into your servers to find out why the requests are timing out.
Manager 3: silence....
Manager 3: OK so what is the amount of the refund?
ME:?!?!?!? what ARE you talking about? Who said anything about a refund?
Manager 3: oh sorry. How may I help you?
ME: ?!?!?!?!!??!?!!? answer my question?
Manager 3: what is your question sir?
ME: grumble... Why are paypal servers refusing access to mint's servers? and how do I get you to fix this?
Manager 3: Oh! Paypal is not supported by mint.com they would have the paypal logo on the front of their site if they did. thats why they can't process the transaction.
ME: what transaction?!
Manager 3: the transaction you are trying to process...
ME: there is no transaction! I never said anything about a transaction other than to specify there is NO transaction, no money changing hands.
Manager 3: oh Im sorry. How may I help you? ME: find a web designer and stick a phone in their hand.
Manager 3: I can't, we don't have any.
ME: so paypal was born of a virgin? no designer, it just sprang forth?!
Manager 3: what?
ME: no one built the web site?
Manager 3: yes.
ME: well how do I get a message to them to have them take a look and fix the server communication error between paypal servers and mint.com?
Manager 3: oh its like an accounting site!
ME: (thinking to self, where the hell did that come from but thank the maker YES! FINALLY) out loud... exactly.
Manager 3: ok let me start a trouble ticket to send to our web designers.
ME: THANK THE MAKER!
Manager 3: what?
ME: sorry was talking to the maker, not you. keep doin what you were doin...
Manager 3: ok..... Ok what is your log in information for mint?
ME: here ya go.
Manager 3: ahh I see what you are talking about. Well based on the link they have to use you need to talk to GE.
ME: ok transfer me. (no ticket was ever made or sent to IT as promised)
Now after this there were 3 more reps, and 2 more managers. The outcome being that GE Consumer Finance Management states they have NO tech support department, they are not able to communicate with me AND PayPal at the same time. And that there is nothing further they can do for me.
I give up! I think I just discovered a new leading cause of suicide in America...
Im going back to bed... I need to plug into a positive energy source soon because Im just drained beyond belief right now...
If you made it this far - thanks for caring enough to read this far and I hope you take this as a cautionary tale. Don't expect customers service from PayPal.
**UPDATE: After having given up totally, I had dinner then just chilled with TV. And then my phone rings. It's "Paul" from paypal. He has a regular accent like he is from inside the US (I know that sounds bad but please just understand what I mean), he READ my email! And by that I mean READ it as in comprehended it.
When he started he didn't make me explain it all again, he had done the leg work to investigate and understood the problem. He verified a few key details just to make sure (which is just fine) and said he would be submitting a ticket with their internal IT dept and developers who work on this sort of thing. He also told me that they are in a transition of moving access on the Buyer Credit from GE TO PAYPAL. Something that had anyone of the other people mentioned I would have understood right off! It means the bloody system is in flux and access from 3rd party apps may be wonky for a while. He also understood what I meant by paypal servers denying access to mint but not me aka diff IP and so on.
The young man was helpful, intelligent, kind, patient, and was confirming information that was all I was asking to be done at the start of my 6 hour phone marathon today (which was after the email attempts). And he did it all by READING, listening, paying attention to what I was actually saying and respecting that I knew what I was talking about, instead of thinking I couldn't possibly be asking the question I was asking because I was too stupid to word it correctly.
Paul: I wish I could talk with you exclusively from here on with any issues. You deserve a raise, and a promotion to management to replace everyone else there so that you can implement training on how to handle customer issues the right way the first time! You sir have restored my faith that there are SOME out there that still know what real customer service is. Thank you! I wish there was some way I could express it to the people that matter in your company. I can't say enough good things!
See people! Customer service doesn't have to be hard, just listen, respect, respond intelligently and with genuine interest in the well being of the customer in front of you! The world will be a better place for it!