Published on April 30, 2020 by the FairShake Team
Since starting to process arbitration claims against you in March 2020, we’ve received numerous submissions from people who feel that PayPal has injured them and who want some form of justice.
Many of these people have tried to reach out to you through your normal customer service channels without success. Now they’re taking advantage of the only real option left to them – arbitrations.
In a form letter delivered to people who submitted claims, you say that, although PayPal received letters describing their disputes (the official start to the arbitration process), they don’t count. PayPal’s reason? The letters didn’t follow the format that you provide on your website.
Big companies are used to dealing with customers through customer service, a channel where you can control what customers can and can’t do, and what they do (or more often don’t) get. We’ve seen a lot of companies struggle with how to respond to customers who have discovered that they can access the justice system through consumer arbitration.
You’ve already succeeded in preventing your customers from accessing public courts and bringing class actions. That’s the biggest victory of all, and it probably insulates you from billions of dollars of potential litigation.
It’s time to live up to the promise you made to your customers and the courts when you included mandatory arbitration and a class action waiver in PayPal’s fine print. You can start by letting your customers know that you’re no longer hiding behind paperwork, and give individual customers a simple, fair and efficient way to resolve disputes with you.
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They got more done in a few weeks than I did in over two years.John, real FairShake customer
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Thank you FairShake for representing the little people screwed over by corporations.Amanda, real FairShake customer
I was having problems with the company for months. That you could make it resolved in a few days is wonderful.Marisol, real FairShake customer
It's not right what Big Business can get away with if we let them. People need to know someone is out there to help!Virgil, real FairShake customer