I understand PayPal needs to take certain unpleasant measures to mitigate risk. The problem I have with them is their disrespectful attitude towards customers in general and their arrogant tone in particular.
If something goes wrong they don't say "Sorry, we believe there may be a problem so we had to suspend your account. Not to worry, just send us X or call us on this number.", but rather something along the lines of: "You're a fraudster, we disabled your account, go figure out yourself how to fix it. Here's a few unhelpful pointers."
They managed to beat the competition because of their superior fraud detection ability. Because of their succes, they now have no incentive to work on customer service.
The web allows for some unprecedented powerful corporations to come into existence and most of them (Google, Apple, Paypal, Facebook, Amazon, etc) have already abused that power on several occasions, particularly regarding small business. Get used to it...
Could you post an example of the suspended account email ? - I don't think I've seen one. If they say something like "You're a fraudster..." than I agree that's inappropriate.
I had assumed it was something like the "Your account has been limited emails" which point you to their resolution centre and tell you to phone them if you have any problems.
I'll try to dig one up. Obviously they won't use such wording. They send out a completely automated message with fairly vague instructions. If you then do what they ask and explain the situation, you get another fully automated response rejecting that attempt.
This means either no human bothered to look into the situation or a human did look at my message, but did not feel the need to type an explanation or even apology for their decision. In stead, they press a big FY button and don't look back.
Maybe it's because I can tell which part of an email represents human effort, that I tend to get more offended by this sort of thing.
Even automated blurbs saying "we're sory if this caused any inconvienience" don't work for me.
If something goes wrong they don't say "Sorry, we believe there may be a problem so we had to suspend your account. Not to worry, just send us X or call us on this number.", but rather something along the lines of: "You're a fraudster, we disabled your account, go figure out yourself how to fix it. Here's a few unhelpful pointers."
They managed to beat the competition because of their superior fraud detection ability. Because of their succes, they now have no incentive to work on customer service.
The web allows for some unprecedented powerful corporations to come into existence and most of them (Google, Apple, Paypal, Facebook, Amazon, etc) have already abused that power on several occasions, particularly regarding small business. Get used to it...