PayPal.com - website fail

About a month ago, I started selling on eBay again. For me, this means lots of mailing envelopes, trips to the post office, and PayPal.

Ahh, PayPal!

I am certain there are a number of you thinking about your own PayPal mishaps (and if you are, e-mail them to me!).

But, anyway, in this case, it wasn’t really the service that stunk. Surprisingly, it was more the difficulty of using a business’ website.

So, I had sold items on eBay and had actually made some money! But when I took my PayPal card out of my wallet, I realized it had been expired for quite some time. - Whoops! - Apparently, it had been a while since I had eBayed and actually had to use that card.

I went to the website to reorder a card - you know, one that wasn’t expired, one I could actually make use of. - Simple task, right? Right. Easily executed, right? Wrong.

Wrongwrongwrongwrongwrong.

First, the PayPal website told me I couldn’t request another card, because my previous card was never activated. Mind you, this was true, but silly because I’ve had multiple PayPal debit cards (renewed ones, I mean). But whatever. Fine.

Hmm. It seems the only option they left me with was to “Report card lost or stolen.”

Okay. Sounds good. I’ve lost it. - I slowly shift my eyes to the card sitting on the table next me. - Yup, lost it.

Click!

Okay, good! Now, I can request a new one! I filled out all of my information. Name, address, phone number, all that good stuff. More useless information and…done.

Click!

The address you’ve entered is too long, so we’ve shortened it for you. Please verify that it is correct.

What? - I am baffled. - Um, no.. you’ve shortened it. It is now wrong.

I look around the page frantically, but I don’t see the “No, you’ve ruined everything!” button.

Nothing.

There is nothing obscenely long about my address! I mean, I live in an apartment, I have an apartment number, but besides that…nothing.

After fiddling around with options on the site, I gave in and called customer service.

I hate doing this. Mainly because A) The person on the other end of the phone is very foreign and has a thick accent and I can not for the life of me understand them (better yet, they can’t understand me, OR my problem), B) They put me on hold for entirely too long which causes me to want to gauge my eyes out and give up completely, or C) They just can not help me at all.

The whole experience is frustrating for all parties involved. No one wants to have to call customer service.

Sure enough, a woman with a very thick accent answers the phone. Ten minutes later, after trying to explain my issue to her, as patiently as possible, she “transfers” me.

“I am transfer you. Please hold.”

The word transfer - in the customer service world - means one of two things: either they have absolutely no idea what you’re talking about/what your problem is, so they make you someone else’s problem. Or…actually that’s pretty much it. "Escalation".

Eyeroll.

Bev finally gets on the line.

Now, let’s take a moment here to point out that Bev is absolutely awesome. I can’t remember the last customer service experience I had ending in such a good way (or, at least, as good as it could have). Bev was frustrated with me - No, not with me, but…well, she seemed to empathize. Bev knew the website and my address problem were both awful and inconvenient and she made sure that we fixed it.

I explained the problem to her. She understood, yet couldn’t understand why it did that. Throughout the phone call, she would randomly say things like,

“Hang on, let me see if there is a shorter way to abbreviate Boulevard…” Shorter than “Blvd” is what she meant. And the answer was no.

"Oh, now it edited out your entire apartment number. Hmm..."

Facepalm.

Finally, about 25 minutes on the phone with Bev (my champion of a CSR), confusion between the two of us, and some mangled form of my address later, it was done.

“Bev? Are you…sure that the card will get to me with this address?”

“Nope. But we’ll know in about a week or two.”

(We both laughed.)

It wasn’t her fault. The website design was completely flawed. Editing addresses unnecessarily is bizarre. Bev certainly did everything in her power to fix it. It was like my tweet was too long and I had to take out some key words - I could only hope my followers could still read the mess I was left with.

And, guess what? They did! I mean, I did get my card!

My mailman scolded me, though: he said he never wants me to have something addressed that way ever again. We're all confused. But I did get my card.

PayPal.com, Your Service Website Stinks!

You've received a ServiceStinks rating of...1 finger out of 10!

Congratulations!

(Told and Written by Jamie)

Fifth Third Bank. S. Rutherford Blvd. branch. Murfreesboro, TN.

This was an unreal experience had by my friend. The story was written by me, about his experience with Fifth Third Bank (specifically the branch on S. Rutherford Blvd., in Murfreesboro, TN). I was with him during most of the conversations and happenings herein, and what ever I did not experience first hand, he told me personally.

The following story is written in first person, as if I am him.

--------------------

I opened a bank account at Fifth Third Bank about seven weeks ago. It was a free student checking account. They told me I would receive my debit card in the mail in about two weeks (although, they told me most customers usually got the card within 5 business days).

So, two weeks went by. No card. Three weeks went by. No card.

They didn't even give me a temporary card: nothing. How much do they plan on inconveniencing me, the customer? If i want to make a transaction, I have to physically go to the bank and withdraw the money.

I called the bank numerous times between the second and third weeks. I even went up to the bank in person just to check on my card. I knew the person by name who opened my account. I always spoke to her -- sometimes another random teller, but mostly my account opener.

But none of that did me any good. I still had no card.

Finally, I called again. I explained that I had received other mail from Fifth Third at my address, but no card. So, it's not like the address "wasn't working". There was something wrong.

"We're sorry. We'll order it and have it directly delivered to our store/branch, but it will be another week."

Great. But whatever, I decide to wait it out. Again. For even longer.

Four weeks went by. Still no card. Still the same run-around. They order it again.

Five weeks went by. Nothing has changed.

Six weeks have gone by, at this point. I have been calling and stopping by the branch on a weekly basis, but no card.

"We'll send it up to our escalation desk. We'll have them FedEx us your card to the branch, here, again."

They guaranteed me they would have my card by the next friday. Guaranteed. They even said they would call me as soon as they received it.

It's friday. No card, no call. So, I decided to call them (at 3pm, since I have not heard from them at all yet).

"Oh, FedEx hasn't come yet, but they will come before we close at 6pm, so I will call you when it gets here."

Um, yeah, okay...I can see through your bullshit.

But whatever. I waited again.

The call never came.

The weekend came and went.

I called them Monday afternoon and demanded some answers, "You've ordered my card four times now. I am going to be completely honest with you, I feel like my account does not matter to you in the slightest. This is terrible customer service and I can not believe it's been seven weeks, and you keep giving me the run around. WHAT IS THE DEAL WITH MY CARD?!"

Apology, apology, please hold -- the usual.

Ten minutes went by, fifteen minutes went by...are you serious?

I have now been on hold for over fifteen minutes at this point. -- What could they possibly be doing besides delaying speaking to me, or just forgetting about my call all together?

Finally she came back on the line, "Sorry, they placed another order, we're not sure what happened."

WHAT?!

"I am NOT waiting another 2 weeks for a card!,", I screamed into the phone, "I am driving over there right now to close my account!"

"Well, let me double check at the escalation desk again, and..."

I interrupted her run-around speech, "I'll give you ten minutes. No matter if you figure this out or not, call me back in ten minutes. Otherwise, I will be up there to close my account with you. This is absurd!"

I hung up.

Ten minutes later, my phone rang. It's the bank manager.

"I am so sorry! I'm the manager, and I can give you a $20 gift card for your trouble! I can personally assure you, as the bank manager, that your card will be here on friday." Another week away. Really?

The manager claimed that this was the first she had heard of this, the first she was involved in the matter. I guess I should have asked to speak to the manager sooner. Silly me for thinking business gets taken care of without the customer having to complain and speak to a manager.

If my card is not there on Friday, I will take their money and close my account anyway. I will gladly take their minuscule gift card for my troubles, and give them until Friday.

Where is the efficiency? I kept getting the run-around. I'm shocked things have gone this far, and I am thoroughly convinced that everything you spend money on is a ripoff. Even the places where you keep said money.

Fifth Third Bank, YOUR SERVICE STINKS!

You've received a ServiceStinks rating of...1 finger out of 10!

Congratulations!

(Told by Christopher S. Dospil, Written by Jamie)

University Ridge Apartments. Murfreesboro, TN.

It's the beginning of July! This means fireworks, cookouts, and, oh yeah...my rent is due!

Let's get some background here:

I've lived at Campus Crossings South (Murfreesboro, TN) for about four years now. I wouldn't say they were good to me -- besides the maintenance staff, those guys are my buddies -- but I suppose they made my stay, well...livable.

Just two months ago, my apartment complex was purchased by a new company. New company, new name: although I haven't moved, I now am a "happy" resident of University Ridge Apartments (Murfreesboro, TN). Campus Crossings was never very professional -- I mean, how professional can you be with a staff chock full of ignorant, lazy college students [who couldn't care less about me and the apartment I live in], right?

Well, I've had my fill of untimely maintenance "fixes", pain in the ass neighbors, and the inconvenience of "apartment inspections" of which I am supposed to be notified of in advance but, of course, never am.

So, it goes without saying, I was decently excited about new owners, new property managers, and even a whole new staff. Maybe they've actually hired friendly, competent, and efficient individuals to be the face of their apartment complex!

Rent is always due on the 1st of every month, with a four day grace period: i.e. NO LATE FEE if you pay your rent anywhere from the 1st to the 5th of the month. Now, like I said, I've lived here for four years, so I know, from experience, that if the 5th falls on a Sunday (when the office is closed), I can still pay Monday (the 6th) without penalty.

Well, the 5th wasn't a Sunday. It was a Monday. So, me, being the procrastination QUEEN that I am, strolled up to the office only to find myself slamming my head into the front door.

It's locked.

I look at the time on my phone. 2pm. Pretty sure the office is always open until 6pm, except on Sundays.

Double check my phone for the date. Yup, it's definitely Monday.

At this point I am confused. I return to the vehicle, where my friend is waiting, "They're closed." He also has that look of confusion on his face as he glances over at the office door.

"It says OPEN right on the door!", he exclaims.

I follow his eyes, "Wow. Just wow." There was actually a sign on the door, indicating the office was "OPEN" in HUGE BLUE LETTERING.

"Well, I heard a lot of places are closing today because the 4th of July fell on a Sunday.", he shrugs.

Most. Ridiculous. Thing. I've. Ever. Heard.

Why the hell would you close on a random Monday simply because the Sunday before was a holiday? Need a longer weekend? Well, news flash, University Ridge: you're running a business here, where residents depends on you being there! This isn't just some family-owned restaurant where you can do whatever you want and it doesn't really affect your customers THAT much. UGH!

I am irritated. But go about my day anyway, knowing it's fine because I can just pay it on Tuesday. After all, they were closed the past TWO DAYS, one of which was just so that the staff could have an elongated weekend.

Tuesday, July 6th. 1pm.

I walk into the office, credit card in hand. Three college students, one of whom has worked there ALMOST as long as I have lived here, are at the front desk pretending to look busy and accommodating.

I smile and greet them, collectively. Finally, one of the guys asks me what it is I need. I tell him I need to pay my rent. The other guy, [redacted], is helping another resident; and as he takes her check, he says, "Well, you have to pay the late fee now."

I dart my eyes up at the guy helping me and say, "You guys were randomly closed yesterday, so I couldn't pay it. You ARE waving the late fee, just for today, right?" Almost in unison, all of the employees say, "No."

Nope. I have to pay the late fee.

As I am explaining to the guy that I had no reason to assume they'd be closed on a Monday, another female employee walks by. I involve her and ask if they'll wave the fee. She understandingly nods and says, "Yes, they said they'd wave the late fee if you pay rent today." I look at the other three, dumbfoundedly. Why the hell did they not know this crucial information that this woman acts like is common knowledge?

Whatever. I get over it and hand them my card.

"We don't take credit cards.", the guy helping me initially says as dry as possible (just in case I thought he was a friendly employee there to help, he clearly wanted to ensure I knew that wasn't the case).

"What?", I blurted out, "I've lived here for four years, since when do you not take credit cards?" I looked over at [redacted], the employee that "knows me" and has worked there for a while longer than the others, hoping he could help clear this up.

[redacted] shrugged lazily and said that I could pay my rent online now using a card, but would be charged a fee of $15. Then, he instructed me to go to Walmart and purchase a money order, because it was only 50 cents.

"Oh, you can buy a money order with a credit card?", I asked. [redacted] assured me you could. I thanked him for his help, for him saving me ~$14, and left, making my way to Walmart.

Get in line at the MoneyCenter. Waiting...waiting...waiting...finally! My turn! I tell them woman I need a money order and for how much, and I hand her my card.

"Okay, now type your pin.", the MoneyCenter cashier says to me.

"Uhh, this is a credit card. Not a debit."

"Oh, we don't accept credit cards for money orders."

D'oh.

"Okay, thanks anyway." Cool, [redacted]: they accept credit cards. Appreciate it, dude.

Back to the office I go! This time, I am greeted by a smiling female who wasn't there earlier!

"Can I help you?" she asks, before I have to ask her myself.

I blurted out that I couldn't obtain a money order and have to pay with a card, so I guess I have to do it online.

"Oh, you can pay with a card, let me get you the sheet to fill out."

Just like that? Before I even say they told me I couldn't pay with a credit, she offers it as an option. Well, why the hell did they tell me that i COULDN"T pay with a card earlier? This information would have saved me a lot of time and effort.

So, she gets the form. Tells me to fill out my name, apartment number, and credit card information and that's it. Then they can run it and...VOILA! I've successfully payed my rent with a credit card [like I have umpteenth times in the past]!

So, I'm filling out the sheet and as I hand the finished copy to the very nice female who helped me, I see the guy (not [redacted], but the guy who "helped" me before) sitting at the back desk.

I'm kind of annoyed that I was misinformed and sent out on a scavenger hunt for a money order that I couldn't obtain anyway, when all he had to do was give me this sheet, so I make the decision to confront the lying jerk.

"Hey, why did you guys tell me you didn't take credit cards?"

"We don't."

I hold up the sheet and nod at the female, "She just gave me this sheet to fill out so that I can."

"Oh, that's taking a sheet, not taking a card."

Smug. Only look that can describe that imbecile's face at that exact moment. Smug.

I can not BELIEVE he just said that to me. I stared, awe-stricken, for about five seconds until I turned around, thanked the girl (seemingly the only competent person in that office) who ACTUALLY helped me, and walked out.

I was irate! Not only did the moron LIE to me, but he had the nerve to mouth off as well. Wow.

University Ridge Apartments, YOUR SERVICE STINKS!

You've received a ServiceStinks rating of...1 finger out of 10!

Congratulations!

(Told and written by Jamie)