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Howard Durdle, an Englishman who had to face the death of his 37-year-old wife for breast cancer, received a confusing message from PayPal for days.
Once his wife died, Durdle took over doing the corresponding notifications to banks, social networks and institutions of death. After three weeks of notification of the PayPal online application, used to make quick payments by cell phone, she received a letter that said, "I wanted Ms. Lindsay Durdle". Yes, the letter began to refer to the deceased person, then continued: "You have violated condition 15.4 (c) of your agreement with PayPal because we have received notice that you are dead."
The indignant man published the letter on Facebook asking "what machine lacking empathy could have sent such a message" which also offered the following possibilities: close the account, collect payment of $ 4,000 (3,200 pounds sterling) and bring legal action. [19659002TheindignationofDurdleandallthosewhosharedthepublicationcametotheearsofthecompanyitselfafter The New York Times, apologized on Wednesday "for the understandable anxiety that this letter caused". he assured "that he is conducting a thorough investigation to understand how the letter was sent."
Faced with Durdle's complaint, PayPal employees told him that the possibility of making such an error could be related to a problem with an algorithm, although they did not not excluded that it was the result of a human error.
Robert Weissman, president of Public Citizen, an organization that defends consumer rights, warned that business can continue to face serious public relations problems if they continue to let the machines decide how to talk to their customers.
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