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Paypal irks users with multiple payment glitch

Updated All customers will be refunded for duplicate transactions, Paypal has announced
Tue Jan 29 2013, 10:10
A laptop user looking at a Paypal page

ONLINE PAYMENT SERVICE Paypal is experiencing issues that resulted in customers' payments being taken multiple times but not paid.

Users of the service have taken to Twitter during the past 24 hours to protest that they are receiving error notifications when trying to send payments, yet the payments are in fact being sent multiple times.

One Twitter user, @_Impromptu_ said her payment was taken four times when trying to pay for an item on UK Auction site eBay, despite items still showing in her account as "unpaid".

"Items [are] showing as unpaid via ebay yet payment has been sent 3/4 times to the buyers. cant get through via phone. i want a refund," she said.

It seems that it's not only buyers that are affected by the issue, as businesses are also reporting problems, such as Essential Automation, which is unsure whether to ship orders or not.

Paypal apologised for any inconvenience on Twitter this morning, responding to complaints via the microblogging service by acknowledging its website issues and saying that it is "working to get this resolved" and will "update ASAP".

That hasn't prevented a raft of users from knocking the firm for its late response, though, which one user calls "terrible" and "very late notice".

Others have complained that the customer service line hasn't been of any help either, with a 140 minute wait for some users calling to get information as to why the service has failed them.

Paypal responded to our request for comment on Monday evening, explaining that the glitch had occured for three hours, between 7am to 9.45am UK time on Monday morning.

"Paypal learned of a technical issue where a small proportion of customers made duplicate transactions when they did not receive a notification that their original payment went through," a spokesperson told The INQUIRER. "This issue has been resolved. All customers will be refunded for duplicate transactions as soon as possible."

Though Paypal added that it will "work with every customer affected" to resolve the multiple payment problem, comments from our readers suggest that they were affected by the issues outside the time stated. We have asked Paypal further questions as to why this might be. µ


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