Microsoft >PayPal >Super MP3 Recorder/ SWReg.org
THE DOG RESPONDS: You can never
be too paranoid when it comes to
providing your password or other
sensitive information. In this case,
though, the e-mail is legitimate.
PayPal has agreed to settle two
class-action lawsuits filed in 2002.
The company allegedly violated the
federal Electronic Fund Transfer Act
by not providing fund statements in a
timely manner as the law dictates,
and inappropriately froze its custom-
ers’ accounts for days or weeks at a
time when cases of fraud were
alleged. The latter prevented con-
sumers from accessing funds that
weren’t even in dispute. Yet, as one of the suits
alleged, PayPal kept the accounts open for depos-
its so it could continue to “derive economic bene-
fit from the deposits while preventing the custom-
ers from accessing even undisputed funds while
the investigation was pending.”
The suits also allege generally poor customer
service: “Plaintiffs further allege that PayPal does
not provide a toll-free customer service telephone
number, does not effectively publish the customer
service telephone number it does provide,
requires customers to report erroneous transac-
tions by e-mail while not providing a specific e-
mail address for that purpose, requires customers
to provide numerous and burdensome personal
documents before it undertakes an investigation,
responds to e-mail inquiries with form letters,
refuses to provide details or explanations with
respect to its investigations, and provides no pro-
cedure by which a customer can appeal the
results of an investigation. Plaintiffs also allege
that when customers are able to contact PayPal
representatives, the representatives are combat-
ive and rude, refuse to answer specific questions,
hang up in the middle of phone calls, provide
‘canned’ responses to individualized problems,
require customers to fax information while provid-
ing inoperative fax numbers, and refuse to allow
customers to speak to managers.”
One plaintiff in the original suit said that after
two separate payments were withdrawn from his
PayPal account without his permission, it took
three days to finally contact PayPal, and another
seven days for the cash to be refunded.
Furthermore, the consumer was charged $208.
by his bank because the missing funds lowered
his account balance below the minimum required.
When the consumer asked PayPal to cover the
bank charge, PayPal balked.
Without admitting any wrong doing, PayPal
has agreed to pay $9.25 million to people who had
their accounts frozen. Consumers who opened
accounts between October 1, 1999 and January 31,
2004, and who can prove their accounts were fro-
zen or limited during the period are eligible for a
$50 settlement. Consumers who can prove that a
frozen PayPal account injured their business and
cost them more than $50 are eligible for more pro-
vided they can show the damage. PayPal has set
aside $1 million for such claims.
The deadline to file a claim form is October23, 2004. Paper forms must be postmarked by
November 1, 2004. For more information on the
settlement, visit: http://www.paypal.com/settlement or
http://www.settlement4onlinepayments.com.Not So Super MP3 Recorder
DEAR DOG: I ordered the application Super MP
Recorder from SuperMP3Recorder.com on June
2, and when I ordered it I plainly stated that I
would not buy it if I could not get a physical
disc. I was told I could. After giving my credit
card info I was sent a download link. I e-mailed
the company reiterating that I did not want a
download. After a week, I got a response telling
me I did not pay for the disc. I sent an e-mail
stating how much more I was willing to pay for
the disc. I received no response. Finally, out of
disgust at the lack of any customer service, I
sent an e-mail canceling my order. I have sent a
total of six e-mails, all saved on my computer,
and so far have received no response.
The download link was sent via SWReg.org.
I have given them almost two weeks to
remove the charge from my card and I have
heard nothing from either Super MP
Recorder or SWReg. Can you help me?
— BILL WATSONTHE DOG RESPONDS: After repeated attempts to
contact SuperMP3Recorder.com, the Dog was unable
to get a response beyond the standard canned e-
mail. Likewise, SWReg.org, which handles billing for
the company and several other shareware pro-
grams, doesn’t like to share its e-mail address. So
the Dog advises you to call your credit card compa-
ny to dispute the charge. And don’t worry about
being blacklisted by SWreg. Because SWReg didn’t
respond to your e-mails, you probably don’t want to
do future business with the company or the compa-
nies it represents. In fact, the Dog thinks all
Maximum PC readers should avoid these two web
sites until they clean up their acts. nGot a bone to pick with a vendor? Been spiked
by a fly-by-night operation? Sic The Dog on
them by writing [email protected].
The Dog promises to get to as many letters as
possible, but only has four paws to work with.Super MP3 Recorder: Good software but not such
good service.