Dear Gloria,
Thank you for your note. We regret the delay in responding to your email, as we have been busy preparing the documentation you suggested.

Please understand that we do appreciate your suggestion, and fully understand why you are being made to recant it.

To address the points your supervisor requested you to make.

1. COMMUNICATION LOAD
As part of our preparation, we have had a chance to fully review and document the communication thread of this incident. We have requested status updates on three occasions. As PayPal has failed to reconcile this issue in the last 100 days, that is a status request of less than once a month. A number that is perfectly reasonable. Unfortunately as a regrettably large proportion of responses from the reps of your divisions have been contradictory, or duplicates in nature; and as a number of their replies have referred us to materials in the Online Help, that simply did not exist; there have been a higher number of communiqués than would have been necessary had we been dealing with a better organized division.
Frequently, the reps did not properly familiarize themselves with the case notes, resulting in unnecessary traffic. You may wish to consider assigning cases to individuals, as it would improve the quality of your service offering.
Imagine if your bank ‘took’ a large sum of money from your account, and then sulked if you asked them for updates more than once a month. Would you understand?

2. 80 DAY TIMEFRAME
You have requested that we wait 80 days until a timer expires in your department. However, the Buyers Credit Card Company have debited the Buyers account for the re-bill, and informed the Buyer that they have reimbursed you, before this 80 day window. I believe the Credit Card company taking monies from their customer and giving it to you is ample communication.
Furthermore you have quite succinctly stated that after this 80 day window, you will do absolutely nothing. Therefore there is ZERO benefit in us abiding to any artificial timers you create.

3. LEGAL ADDRESS
You have been asked two days ago for a physical address where legal documents can be served. This is a simple question. It would be extremely inappropriate for you to avoid this any longer. If you are so understaffed that you cannot reply to this simple question within two days, then give me your managers number and I will be happy to explain to them how their poor budgeting decisions are impacting your desire to provide excellent customer service.

Sincerely
A Beleaguered PayPal Victim