I have this issue as well. Customer service is farmed out to bots or not even that, simply auto replies based on the message you select from a list that doesn't necessarily include your issue. There is alot of backlash these days regarding a lot of the doints of places like Facebook with the Russian Hacking, Equifax losing all sorts of personal information and passing along all the costs and associated problems back to their customers, Wells Fargo,... Paypal is another example of this. As a user of the service the traditional view is that you are the customer. In the age we are in now there is a phrase about you are not the customer you are the product, this is particularly true for "free" services like facebook. you and all evertying about you is the product and the customers who buy this information. With paypal it is slightly different. The customers are the investors. ebay/paypal were new services and had exponential growth. Investors still want exponential growth. Trouble is it is an established company and a more mature market. How do you do maintain exponential growth in that environement. Well you are a bit of a monopoly. You simply exploit your users (formerly known as customers). When refunds are issued, you post them to a paypal account rather than back to the account the money came from. You suddenly have all sorts of cash on the books to boost standing, invest, etc. Couple that with the talking bot programmed to insist it is a human and that goes round and round with all sorts BS. Or the email system where you never get a reply. Where is PP located, who are they regulataed by, who do you complain to when you can't comlain to them? I'm serious when I say that all the aggravation this sort of thing causes (and PP is only one of many such things anyone on the world encounters these days) leads to dispropotionate and misdirected violence (at least sometimes) in road rage and other matters. Besides being an annoyance it is a public health issue on a global scale. Seriously, who takes responsibility, who has any oversight with this sort of thing? There is another phrase going around that fits fairly well too, privatization of profits and socializaiton of costs.
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