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90 percent of INQUIRER readers don’t trust Paypal

Don’t use it, 'have never trusted it'
Wed Feb 13 2013, 13:35
A laptop user looking at a Paypal page

ALMOST 90 PERCENT of The INQUIRER's readers don't use online payment service Paypal because they "have never trusted it", our most recent poll has revealed.

An additional six percent of readers said they won't use it again following the website's glitch last month that caused users to experience payments being taken multiple times but not paid.

The data was revealed in our most recent poll, which asked our readers, "Has Paypal's recent glitch made you lose trust in the service?"

An overwhelming 87 percent of those who answered the question said, "I don't use Paypal, I've never trusted it," suggesting that the problem didn't have much impact on most of our readers because they didn't trust the service to start with.

However, four percent of our readers said that the glitch caused them to lose trust in the service, answering, "Yes, but I'll continue to use it as there is no better alternative."

A further two percent said, "Yes, I won't use [Paypal] again for buying or selling," following the service's hiccup.

Only seven percent of INQUIRER readers said that they had not lost any trust in Paypal after the incident, with four percent saying, "No, but I'll be more cautious when using it in the future," and three percent answering, "No, it was a one-time glitch and I trust it won't happen again."

The results are hardly surprising, considering how our readers who used the service vented their anger at Paypal after the glitch caused them to experience duplicate payments being taken from their accounts while recipients weren't being paid.

The INQUIRER became aware of the issue when users took to Twitter to vent their frustration. When we contacted Paypal, it informed us that the glitch had occurred for three hours, between 7am to 9.45am UK time on the morning of 28 January.

"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."

Paypal later issued a second statement saying that all issues had been resolved, saying it would "proactively reach out to refund customers as soon as possible, but they are also encouraged to contact Customer Service if they have any immediate questions about that process".

But it wasn't until we reported the story that our readers also made us aware of the firm's dire customer service in responding to the issue and resolving complains by issuing refunds.

"[I] tried calling Paypal and got no reply," one reader said. "I also contacted Ebay and after holding for a total of thirty five minutes finally got someone to talk to me only to be told 'its not our problem'."

Another reader commented, "Shame they are so faceless, I would have been fine with them taking a week, if they simply informed us of their errors as and when they happened. It's the lack of response that causes the anger and panic!" µ


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