Paytrust (nee PayMyBills)
Frustrated by my inability to cancel my PayMyBills account I sent them an email asking how to do so. Here is the email I got and my response.
> For your security, we will only provide email support to the e-mail > address located within your PMB Paytrust Bill Center. > Please resubmit your request by e-mailing your issue through that > e-mail address or by logging in to your PMB Paytrust Bill Center and > submitting your request through the "Contact Us" tab on the left. We > were not able to locate your account with the e-mail address provided.
I've updated my account to have this email address, now please answer my question on how to cancel my account.
For the record the primary reason I'm canceling my service is because the service has become gradually and significantly worse since it was purchased by Paytrust. In the last year it has finally become more of a hassle to interact with your service then the joy it once was, and the only reason I've remained a customer this long is that to my knowledge no one else offers the service you do.
If there is anyone left at Paytrust who actually cares about your customers please feel free to pass this on.
- The fact that there is no prominent link on your site explaining how to cancel your service is ridiculous and unprofessional. The fact that it's *nowhere* on your site is unforgivable.
- Requiring that I send email from my registered email account is stupid. Don't get me wrong I appreciate strong security policies from a company that deals with my finances, however this policy does nothing to enhance security. Since I can send email as anyone, and anyone can send email as me, I sincerely hope that you have other policies which might actually protect my privacy. Further in this particular case, answering my question about how to cancel my account could have been provided without risk to anyone's privacy.
- As I suspect most of your customers are, I'm a pretty busy guy, the reason I pay you is to save myself hassle. That I'm irritated enough to spend a chunk of time writing to you should give you a hint as to how annoying your service has become. Irritating your customers isn't typically considered "good business practice".
- Your "Smart Balance" feature which allows me to reconcile my outstanding bills with my primary checking account has worked less and less often over the years. It's an important part of your service which I've come to rely on, having it constantly broken is tragic.
- Your customer service is slow to answer questions (I've waited over three days for a response) and typically provides useless and bureaucratic answers. I've come to avoid emailing them simply because it's total hassle actually getting any help. Your phone support isn't much better and is harder to get ahold of.
- When you started to encourage electronic payments you removed my ability to pay by paper when I want to. Paying by paper is useful on occasion because I like not actually receiving the paper bills at my home and I dislike the electronic invoices that I get instead of the scans of electronic ones.
- You're ignored (not even responded to let alone actually implement) all of my emails which either reported bugs or had suggestions of how to improve the service you offered.
- You've been promising "exciting new changes" for a long time with no actual evidence of anything getting better.