Just sent this through Paypal's email form. Let's see if I get any response.
Paypal, are you aware that you have a LOT of angry users who are tired of being given INCORRECT AND IMPOSSIBLE DIRECTIONS for Confirming an Alternate Address?
Firstly, there is no Topic or Subtopic option for this (email) form which covers the issue, nor is there an "other" option.
Secondly, people have been posting to the Community Forums on this issue for five months. One of your moderators has been trying to help, but he clearly is not being supported by your company, as the instructions he gives lead to dead ends. You Need to Have a Look at Your Website, as there are links that don't work, or that are missing.
Thirdly, your processes for confirming an alternate address don't seem to work very well when someone *does* manage to get through the missing links and dead ends online. Most of the time, the customer doesn't receive utility bills at the alternate address, and when they request a confirmation letter from Paypal, it doesn't get sent.
People have different reasons for wanting to use alternate emails, Mine is that I don't want my home address (the one that matches my billing information) to be available to my customers. That's why I have a separate P.O.Box, so I don't have to worry about my housemate or myself being disturbed at home because that's the first address a client finds. It's also the case that I don't always get my mail from my home address in a timely manner, because my housemate doesn't always pay attention when they bring the mail in. If a client sends mail to my home address, I may not see it in a timely manner. So I NEED to control what address is visible to other people on my account.
Paypal, you guys don't have a great reputation to begin with. You seize funds seemingly at random, and it takes months to get them released again, if they ever are. Your sister/parent company, Ebay, forces users to pay for auctions through you, so that you get your pound of flesh not just from the auction, but from the payment as well. Your continued success is due pretty much entirely to your having been first to hit the net with this sort of service. I would hope you would think about this, as other money transfer services are gaining notice and popularity, and make a better effort to keep your customers happy.
Now, will you PLEASE fix your process for confirming alternate addresses?
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