Hello, I couldn't find a proper place to post feedback about the customer services I received via phone so I'll just post it here and hope that paypal will see it as a gratitude.
First off Paypal online is a pain in the butt and the new interface confuses the **bleep** out of me. Reason being, I've had my account for several years, since 2012, yet I was rather inactive for the past year. Despite logging in to my account correctly, Paypal needed to confirm my identity which went from something simple to something utterly complicated. All I wanted to do was sent a friend money via Paypal yet I couldn't and needed to spend unwanted amount of time trying tofigure out how to get my Paypal account activated/verified. I mean... they wanted me to upload my social security via online!? Wow, no thanks... you already have my ss number from the day I created it, why do you need it again? They wanted my driver licence, a bill for address verification etc. I don't even own a scanner gosh... whyyyyy!? Then I would have to wait for it to get verified. Then wait additional two business days for the funds to go into Paypal, and another two days for the funds to arrive to the other persons Paypal account, then my friend would have to wait five days for it to get into his bank account. Again I just wanted to hop on sent some money and go on with my work. So I called customer service center via phone and was forwarded to probably one of the nicest guy I have ever spoken with, as far as customer services goes.
The representative that assisted me was Sam, and I think Sam just changed my mind about Paypal. I was ready to rage quit, close my Paypal account, and lash out for their lame services but Sam really made things simple for me. He just asked some info and made me verified in under five minutes. He then proceeded to give me useful tips about how to use Paypal and what options I can select when using Paypal to purchase something on a website and when transferring money. i.e. I had no idea that I could leave my linked bank account and despite not having any Paypal funds I could still purchase an item when selecting Paypal payments and then choose bank account. Sam is the man, he knows what hes talking about and knew exactly what I needed to know based on what I had troubles with, he was very sufficient and a had a calm but enthusiastic voice. Sam is the reason why I changed my mind about Paypal. Maybe I'm an idiot but my friend was also really confused with Paypal and had issues trying to link his bank account... Perhaps it is that your site is rather confusing because of the lack of information on features and the unnecessary verification online. But this dude made it simple for me, so thank you Sam. I give this feedback because if one of your employees does such a good job as to change a customers mind then he is clearly a valued representative and in my opinion should be rewarded. Please consider asking Sam, I don't know his last name, to give suggestions on improving your site. Personally, I would like to see little "tool tips" notifications here and there and allowing people to check or uncheck "don't show this tip again". This would open up knowledge for your customers allowing them to understand how it works. That is all, thanks Sam you rock. 🙂
Friendly Regards,
-Sarah
