Nicole, I don't think a single person has asked you to post a method to gain access to any specific person’s account, but we are all having trouble accessing something that was never difficult to reach before Bill Me Later was unceremoniously changed to PayPal Credit.
What's worse is that, obviously, there was no user testing performed or else this maddeningly circuitous loop-from-**bleep** (PayPal>>Bill Me Later>>PayPal>> Bill Me Later) would have been discovered.
Responses like yours that (1) provide no solutions to customers in clear need of answers or (2) push customers to other avenues (i.e., Twitter or Facebook), provide no value whatsoever. What's the point of a user contacting someone in customer service who is there ostensibly to help the customer when the only response the customer receives is being told to contact a different outlet?? That's pointless. Here's an idea, though: Fix the problem. Failing that, here another suggestion: Provide a working solution for your customers who are begging for one.
It's simple economics -- satisfied consumers are loyal customers, and loyal customers buy more, more frequently, and more expensive items than new customers. Satisfied customers are your biggest advocates. They’re walking, talking advertisements that costs you nothing. On the other hand, the vast majority of dissatisfied customers simply disappear, never to return, and you lose business without knowing why. What you have unfolding before you now is a group of customers begging you to create a way for them to stay. All you have to do is remove the obstacle to something that, heretofore, had no obstacles. Make it easy to access the old BML accounts and statements. Presto! Happy customers. But what you're doing by posting these canned responses is alienating those customers. We'll still buy stuff, but we'll do so in a way that cuts PayPal out of the business. Ignore at your peril.
