I will keep looking but there are several errors and misleading instructions in the website: 1. In the form to request identifying information the field for SSN only allows 4 numbers. The field should be asking for the last for digits of the SSN. 2. Under the "Money" tab is an Icon for a bank and the last for digits of the account number. It is overlaid with the statement "Ready to confirm". This is misleading since the link to the bank may already have been confirmed. The problem is that by clicking the icon it suggests you should enter the value of deposits sent to your account. Other help screens say to wait at least 3 days. Of course, if the account is already confirmed the system will not send additional deposits. To correct the problem the overlay on the bank icon should say "CONFIRMED" 3. The customer who visits the "Help" section it's not clear what is going on. There is a list of topics to look at without an explanation at the top of the page. Otherwise, a customer might miss the "Contact Us" at the bottom of the page. So, to correct this problem simply say at the top "Please review these answers to common questions. If you don't find what you are looking for click on the Contact Us button at the bottom of the page." 4. After clicking "Contact Us" there is again list of FAQ issues plus a prominent popup asking if you wish to chat. The problem is the FAQ issues are virtually the same as just seen (kind of an insult to your intelligence). After clicking the chat with us button the consumer discovers it's not a chat with a real person but again a sly way to present the very same FAQ information in a different format. These discourteous methods to attempt to get a customer to solve the problem without bothering customer service should be more honest. Simply say "Finding your own answers to questions saves money and keeps our fees low. Please review the FAQ list before contacting one of our employees. If you can't find what you need please type your problem in the box below and we will give you the code needed by our staff." 5. Be honest about a "Chat" . It means to most people a chat with a real person. Make sure to say if a person is available or not before opening the chat box. "Sorry, our chat line is busy. Suggest you call the phone number below during office hours and provide our staff with the above code that links them to your account. 6. I suggest you review your standing on TrustPilot.com. Your customer service is getting horrible reviews which are in part due to the misleading and disrespecting aspects of your website. Please take the time to improve the website experience and I think you will have fewer complaints.
... View more