This is a thank you to the community and to PayPal customer services. I have been trying to get my charity status accepted so that we would get the reduced fee rate applied to donations taken in via PayPal. After several emails providing all the information that were not acknowledged, and a couple of frustrated attempts at phoning, I skimmed through some posts on the community, had another go at phoning and was put though to an adviser who quickly sorted both of the questions I had. Within an hour the limitation to our account had been lifted and within 3 hours I had been advised that our charity registration has been accepted.
HOWEVER, it is a shame that customers have to jump through so many hoops to get things done. It has been a rather frustrating few weeks. It was particularly frustrating not to receive any acknowledgment of the charity status application emails. Even a 'we have this and will respond in x hours/days/weeks' would have been better than hearing nothing at all.
For anyone struggling to get help - persist! For PayPal - an improvement to your web/email related response procedures would be very beneficial for your customer base!
