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Very disappointed with Paypal

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Review of the PayPal, PayPal Credit:

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Paypal have serious problems

PayPal have 2 problems: - Software systems not being clever enough to deal with purchases refunds correctly. - Customer services agents getting paid and not making an effort to help and telling lies about "final" decisions that could have Paypal reported to the Financial Ombudsman Service (FOS). In my PayPal Credit account I had a promotional offer in instalments. Then, I made a purchase which I could pay in 4 months at 0% interest. That last purchase got refunded, and for that reason I was expecting it to be cancelled and disappear from my PayPal Credit account. That didn't happened. What happened is that the refund was considered as an overpayment for my promotional offer, and as such, the number of instalments had been reduced to just 1 more, which meant that I no longer benefited from the possibility of paying in instalments. And at the same time the purchase that I got refunded, it was still there for me to pay. The amount of money that I owed was still the same, so the amounts were not the problem. The problem was that for my promotional offer which I could pay in instalments, I lost a number of months of instalments, due to a refund for a different purchase that had nothing to do with that particular promotional offer. Initially I was told that what had happened is that when you make a purchase or get a refund there is a bit of processing time until each action completes which it is called posting to the account. I was told that it can take a few business days to be reviewed and amended but NO adjustment was made. That adjustment wasn't happening, I contacted customer services via the live chat again to get an update. This time a different agent attended me. Because it was a different agent, I provided details of the situation to help the new agent understand quicker the situation. The agent didn't bother in helping me. The agent was simply diverting me to phone customer services, without even trying to understand what I was asking. When I tried to make the agent see that I only wanted an update on an action that a different agent was able to help via the live chat, the new agent still wouldn't even try to help. Clearly that agent was avoiding helping me, without a single attempt. Why PayPal pay a customer agent, who is supposed to help people via the live chat and instead, without making a single attempt to help, is simply asking people to talk to someone else? The chats are stored in the PayPal system and surely PayPal can check. Surely is nice for an agent to get paid for just copying and pasting the message containing the phone number and diverting people to talk to someone else, without bothering in doing anything else. PayPal and myself entered into a contract for a purchase that was paid by instalments. PayPal was not complying with the terms of that contract, effectively breaching that contract. It was a serious matter that could end up with PayPal reported to the Financial Ombudsman Service (FOS). PayPal telling me that the decision not to make any adjustments was final, they were confirming a breach of contract. It was matter of simple common sense. The only thing PayPal had to do was applying the refund to the correct purchase and restitute the remaining instalments in the purchase affected by instalments. In that way, the contract between me and PayPal stayed valid. Eventually after a lot of effort, time and headache, an amendment was made but the statements showed a very confusing situation. Since then, I haven't used PayPal again, as PayPal cannot process correctly purchases and refunds. Certainly PayPal can NOT be considered a best retail finance provider, on the contrary! PayPal should be avoided. Reviewed on: 14th July 2026

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