Actually, the merchants ARE the customers. The people who buy using pay pal aren't the ones paying the fees. Without merchants accepting PayPal, then no one would use PayPal. I am transitioning my own company away from PayPal -- we're going to use chargify for recurring and braintree for everything else. PayPal can go to hell. They've been treating us like criminals because we are located in China, are incorporated in Nevada, have a DC phone number and a California bank account. They don't seem to understand global businesses. They're a step below retarded. We've had our accounts frozen multiple times and don't respond to emails. I hate PayPal and as soon as I can get their crap disintangled from our web application code, we're done with them. We get better customer device from China's Union Pay and that is a state owned black hole of a company. At least they respond to emails and don't lock our account everytime I log in from a hotel room on the road.
Have you ever tried calling them? They have giant call centers of people who actually answer phones, they have seriously short hold times, and are capable of escalating tickets up the chain pretty rapidly by just forwarding your call around their internal departments.
However, that's not the only option. Do you have an account on their merchant services support site? Have you talked to them about getting a dedicated account manager? Did you ever spend the time to calmly and happily explain to them your situation, and then get that information stored with your account details so others later will see it when they go to help you?
This experience of saying that PayPal doesn't respond is simply so far and away unlike my experience (where I am, if anything, I often feel inundated with communication from PayPal, having been dragged into hour-long conference calls with underwriting, or having to carefully explain my business model multiple times to different people) that I'd really like to understand what causes the differences.
