Complaint Review: Paypal Extras Mastercard -

I applied for and got approved for a Paypal Extras Mastercard back in May of this year. At the time, I was in Minneapolis, Minnesota at a homeless shelter called Harbor Lights. I was informed by email the next day that it was already in the mail and would arrive in 7 to 10 business days. I waited and kept checking if I had it in, but after 11 days, I called customer service only to be told they didn't mail it out until four days after I received the email and to continue waiting for another three days. Five days later and still no card, I called customer again and was told my card had not been mailed on the date I was told the second time, but rather was mailed the same day I had called to complain. I was then told to wait yet again for another 7 to 10 days from that date. A whole month went by without a card, so I once again called and was told I SHOULD HAVE RECEIVED IT ALREADY. Then, I had moved to another shelter in St. Paul, Minnesota, and since I had moved, they wanted me to verify my phone number associated with the card. I gave them the number I used when I applied for the card, but they said that they couldn't verify me with that number even though that was the only number I had ever had since I applied for the card, so I immediately assumed it was Harbor Light staff who stole my card and set a new number to the account. However, I was told I could MAIL in a copy of my ID and Social Security card to verify myself BEFORE they would even send me a new card.

Fast forward to now September and I once again had moved to a completely different state all the while assuming that my card had been stolen and was now out of reach permanently. I thought about once again calling customer service and SUCCESSFULLY got them to verify me BY THE NUMBER I HAD GIVEN THEM BEFORE! So, a new card was sent, and I received it yesterday. I called to activate it, but now that I have a whole address AND phone number, I once again needed to be verified to get it activated. THIS TIME, I was told to MAIL a copy of my ID and a UTILITY BILL! I told them I was homeless and that I didn't have any utility bills. They then argued that that was the ONLY way I can be verified. I kept on them until the story changed and could MAIL them a copy of my ID and a piece of mail with my new address on it, but it couldn't be the very same envelope that I had received the card in. I argued again that that was all I had on me until they agreed to accept that, but I also needed activated right then and there because I was trying to get home to Tulsa, Oklahoma. They insisted it had to be mailed and there was no email address I could just easily send a picture of the proof.

I finally threatened to call the Better Business Buero on them and hung up. I called back ten minutes later and asked to speak to a manager who miraculously gave me a website I could verify myself with using just a picture of my face and a picture of the front and back of my ID card. My card was finally verified and activated (or so I thought). I tried to book a plane ticket as I said I was needing to do, but the card kept getting declined. I called customer service, YET AGAIN, asked to speak to an account manager, and got told my card wasn't activated, nor had my new phone number been changed over. So, once again, they said I had to VERIFY myself! Luckily, I didn't have to go through that because I told them to call the manager I had already verified myself with, and they were able to use that to verify me.

So, with card NOW finally activated, I went online to once again try to purchase a plane ticket. Again, it failed because their system wasn't able to locate my card information based on the expiration date. I kept telling the people I was getting the ticket from that I was reading it EXACTLY as it is on the card. After a while, it FINALLY went through especially after it had just worked at the grocery store I was on my way back from when the people had called me. Now, today, I go to purchase a hotel room to stay in until the day of my flight, and AGAIN the card declines when I arrive at the motel to pay for my reservation. I AGAIN called customer service, got transferred immediately to an account manager, and got the card reset. It finally worked, and I am now in my room. However, now I go to order some food being I hadn't eaten since lunch. I go to my handy Door Dash app that has never once failed before, enter my credit numbers, and it tells me it's unable to recognize my payment card. I call customer service of the card AGAIN, but this time the manager says that it's not the card but rather Door Dad's system not recognizing the CVV code. Then before I hang up, he makes it seem like it's MY fault for not entering the right information, but I am typing EXACTLY as it is on the card. I then called Door Dad's customer service, and when the person I was talking to tried it herself on the website, it said my card was declined. Now, I call customer service of my card AGAIN, and I get put on hold for over 20 minutes when being transferred to an account manager. It would have been longer if I didn't decide to hang up and call right back. This time, I get transferred to another department who supposedly is the only who can connect me to an account manager. So now I'm really getting the complete run around because I'm sure by now they are getting tired of me calling. Anyway, I finally get a hold of an account manager and he once again resets the card, but now tells me that if it doesn't work this time, they will have to cancel my card and send me a brand new one with the distinct possibility of having to verify myself YET AGAIN! Of course it did indeed decline again, but now it's too late to get any food delivered, and I just know they are going to suggest sending a new card.