PayPal address confirmation

[D. Strout]

A while ago, I applied for a PayPal debit card, but was turned down because PayPal couldn't confirm my address. Since then, I've had a case open with them wanting me to confirm my ID, SSN, and (of course) address. I got them to recognize my ID and SSN, but for the address they want a scan of a utility bill with my name and address on it. Since I live with my parents, though, I don't have that. I tried a utility bill with their name on it, since the last names match, but they would not accept it. I also tried a tuition bill that had my name on it, but that wasn't any good either, since it wasn't close enough to a utility bill. Now what? Have any of you had to deal with a similar situation? For a while, I didn't care because there were almost no limits on my account, but recently PayPal has started limiting what payment types they'll accept from me, so I'd really like to get this resolved.

 

[ChrisM]

Have you tried calling them?

 

[D. Strout]

Have you tried calling them?

Just called them, and I had what I consider the best support experience I have ever had. I called in, and their automated system did an excellent job figuring out the type of question I had, then transferred me to an (accent-less English speaking) agent unbelievably fast.*  I was only asked for my name, then once I explained the problem she looked over the documents I had submitted. She said she didn't know why they hadn't been accepted, they looked good to her, so she marked the case closed and started the process of sending me the card, even changed the address it was being sent to to my college one. She was also able to confirm that all payment options were restored, and as we finished talking I got the e-mail that my account was back in full standing. 11 minutes and 42 seconds later, it's all fixed and my questions are all answered. Wow. Now that's support. I had been reluctant to call since I'd heard bad things about PayPal support**, but that experience changed my mind.

* Interesting thing there. After telling the computer what my problem was, I was transferred in to the queue to get it resolved. Before getting the hold music, the queue computer said they were experiencing heavy call volume, might take a while, etc. But right as that message was coming to an end, the agent broke in (seriously, I thought they must have recorded two different voices until I realized I was talking to a human) and we got started. At the end, I asked if she knew why that had happened, and she said she didn't. Maybe I got prioritized somehow accidentally?

** I was also waiting to call because I wanted to submit the necessary documents first, and I only had a chance to submit the utility bill today.

 

[notFound]

accent-less English speaking

Wut, just because someone speaks in a different accent to one you're familiar with, doesn't mean they have an accent and another person doesn't have an accent..

I've always got through to PayPal's Ireland offices, who are pretty helpful even if they can't actually do anything. Usually they say they can't do anything then somehow after a few minutes or so the issue is fixed, so that's pretty nice. My best call was when the call operator couldn't answer and out of coincidence the fire alarm went off. ;p

 

[D. Strout]

Wut, just because someone speaks in a different accent to one you're familiar with, doesn't mean they have an accent and another person doesn't have an accent.

Let me rephrase, then. They weren't speaking in a difficult-to-understand accent, i.e. it was likely US-based support instead of outsourced.

 

[MartinD]

I have a named contact with PayPal and usually deal with her. Even if not, usually they're really good. I think business/merchant account holders go to different call centres though.


Glad you got it sorted!

 

[raindog308]

the queue computer said they were experiencing heavy call volume,

Every support department in the entire world is continuously experiencing heavy call volume.

If every time I call a company and they're experiencing heavy call volume, then that's normal call volume.

 

[Shados]

Since I live with my parents, though, I don't have that. I tried a utility bill with their name on it, since the last names match, but they would not accept it.

For future reference, most places that ask for a utility bill will also accept a bank statement.

 

[D. Strout]

For future reference, most places that ask for a utility bill will also accept a bank statement.

I get all my bank statements online, which they don't accept And if they weren't accepting a tuition bill, why would they accept a bank statement? They seemed pretty adamant about having a utility bill.

 

[ChrisM]

Every support department in the entire world is continuously experiencing heavy call volume.

If every time I call a company and they're experiencing heavy call volume, then that's normal call volume.

Most companies which offer US phone support say that for they can get you to visit their website and submit a ticket/email to their offshore support.