PayPal Customer Support Survey
December 21st, 2006 posted by Bender Rodríguez
in which i respond to paypal about their customer support in relation to my account being suspended on suspicion of money laundering
paypal needs to improve the process for sending documentation that it requests of its client to prove their identity. i sent the requested documents at least 3 times via fax, received an email from support stating that paypal had received the documents and that they are currently under review. in the end, after i sent an email to support asking what i could do to resolve the situation, i was told that paypal had not received my documents. the support person told me that since i had tried to fax the documentation several times without success, i could send scanned images of the documents via email, and they provided me with an email address to which i could send them. this is the way the process should work, or we should be able to use an HTML form, upload the scanned documents and call it a day. faxing documents in this day and age is simply silly. i understand your concerns about forgery, but fax does not prevent forgery any better than scanning documents and sending them by email or HTTP.
lastly, i was asked for a copy of a utility bill. as my landlord pays for the water and electric bill, i do not have a utility bill to send. perhaps you should ask for something else to prove residency, and provide more options when you request proof of residency.
paypal is a great service and most folks do not have any other option, so we will continue to use it, despite the problems. thus you have no real reason, at the moment, to fix anything, so i appreciate your efforts to improve your quality of service.
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