They were a lot better last summer. This past weekend, I got my card blacklisted on PA because I was being stupid. I didn't read the instructions for getting verified & entered a random amount between $1-2... tried that 3 times, then noticed the bit about checking my bank statement. Entered the number charged from them 3 times, and I got blacklisted lol. Guess it resets after 3. The support team keeps telling me they'll elevate the issue to the relevant team and that I'll hear back within a day, but it doesn't happen.
Last summer when I would click "Contact Us" and ask for live help, an operator was always available immediately. Now, it's always the same 2 or 3 guys... and they make you wait only to say the same thing. Early in the morning last night, I contacted an operator and he said they would be calling my phone soon to verify my account - within an hour. I stayed up an hour and a half & they didn't call. I checked my phone in the morning and there weren't any missed calls. It seems kind of like when you call a computer support line for your warranty & you reach a guy in India... and he says that he can barely hear you & there is interference on the line - tries to get rid of you because he doesn't know the answer/can't help. It seems like they've gone through some serious cutbacks/downgrades.
I'm tempted to ask if there are any similar and better sites out there, but at the same time, I think PA is probably safest since they act like a middleman... and gold prices there have always seemed to be lower than any other place. Guess I'll just keep waiting.