complaint against PayPal

I am a merchant that uses PayPal's eCommerce (shopping cart) software

and also use PayPal for processing the transactions.

I have a complaint against PayPal. I have lost $18.50 in a transaction

due to a malfunction in PayPal's eCommerce software. I have an email

from Billy, a supervisor in PayPal's call center, which acknowledges

that there was a problem in PayPal's software which caused me to lose

$18.50 in shipping and handling fee because it was added to the total

amount invoice to the customer and not collected, even though the

eCommerce software has worked properly for all other transactions over

the past 7 years. I can provide the email from PayPal acknowledging the

error in their software, yet they want to collect the unbilled shipping

fee from the customer instead of taking responsibility and paying for

the shipping fee from PayPal's coffers.

My complaint was escalated to a person at the corporate office whose

name is Gabriele. My conversation with him did not go well. At first, he

said he would prepare a ticket for tech support to investigate whether

or not there was a temporary problem at PayPal on how a transaction was

executed but when I requested him to speak with Billy, too, who is a

supervisor at PayPal call center, Gabriele got irritated and said he

will not do that. I asked him why? He replied because that's his wish.

He then changed his mind about investigating the problem further and

decided to close the case.

I called PayPal again and was told by a representative that the case had

been closed and there is nothing further PayPal is prepared to do.

Thanks,

Jaffer