I recently added another bank account to my PayPal account. I have successfully used the first account for ages, but for better accounting purposes I needed another one. I typed my bank account info in PayPal and tried sending some bucks. After 5 days or so I received a message saying that withdraw failed. I asked from PayPal about this and was surprised how swiftly they responded. It took maybe a day or so and the reply was very detailed, filled with all kinds of possible explanations. They said that PayPal doesn’t know exactly why the transfer failed since my bank didn’t give that information, but they did their best to guess. I was very pleased with their response even though it didn’t solve my problem. I decided to send them my bank account numbers (both old and new) and asked if there could be some problem with the new account number. I deleted the erroneous account as told.
Then the funny part started.
First I received email from some other guy (instead of the first person who was “assigned to help me personally”). He said that my email address didn’t match (since I had used different email than the one I’d informed to PayPal). I quickly send them another email using identical address with my PayPal email address.
The next email I received was some third person who said: “I have reviewed your account and I can see that you have added new bank account information correctly. It is my pleasure to assist you. Thank you for choosing PayPal.” Didn’t he even read my issue? I had deleted the erroneous account (as was suggested and mentioned in the ticket) and now this guy confirms that my bank account information in PayPal is correct. I bet it’s correct, since I’ve used that over a year already. I just wanted to add another bank account!
I replied him that it was nice to hear that, and asked if he could read the whole ticket text and deal with my issue now… PayPal is a great online payment solution, and their response time has been amazing (in this one case I’ve ever emailed them). Now I just need to hope their customer service – after the initial response – reaches the same level.
The meaning of customer service is to serve the customer
When you deal with customers, don’t make any assumptions about the problem without investigating any further. Do your homework. Help the customer with the real problem, don’t just assume you know what the issue might be all about. The first email from PayPal was very good one and the person really tried to suggest solutions to the problem. The following responses were just work done quickly as possible.
I’ll wait and see what happens next.