I very rarely have to contact PayPal for anything, but I’ve had to talk to them a couple times. My experience is that they absolutely will not answer any question they don’t have a pre-written response for, instead choosing whatever they think is closest to what I am asking, even if it doesn’t answer the question. I’ve even had them send me the same response again when I explain that it didn’t answer my question the first time. If I need something specific like the fedwire tracking number for a transfer, I’m basically SOL because they don’t have a response for that, they just send me links on how to view my statement.

I don’t know why companies do this but I notice that companies that don’t compete with Amazon tend to have horrible customer support, but as soon as Amazon enters the market suddenly everyone picks up the phone second ring, has chat, and sends out hand written e-mails.