Hello!
I've been trying for three weeks to get the name changed on my Shopify Payments account. I've called and chatted multiple times just to be told that the ticket is with the appropriate team but they have a very large queue and there's nothing the support staff can do.
On the one hand, I understand the issue of large backlogs of tickets to answer. I used to work in tech support, and I am acutely aware of the feeling of having to drudge through our peak seasons.
But on the other: IT'S BEEN THREE WEEKS. I'm pretty sure that timeframe transcends any sort of temporary surge in tickets; and in any case, you'd think I'd have worked my way up to the front of the queue by now. This delay is more reflective of a systematic failing by Shopify corporate to handle support inquiries (beyond basic questions and answers in a timely manner.
I've been a happy customer for about a year now, but that's starting to change; I'm seriously considering switching to a different CMS for my store. This complete failure to address a problem which is seriously affecting my ability to pay my suppliers and other expenses on-time (more on that later) does not bode well for my trust in Shopify as a company. Mistakes happen; but at this point, I can safely say that my ticket not being addressed is less a mistake and more a systematic failing on Shopify's part to ensure timely resolution of customer issues.
And as for how the name change affects me: I'm finally moving my finances over from my personal bank account to a dedicated business bank. Everything else is transferred by now: direct debits (for money transfer and such), monthly and one-time expenses on my debit card, my PayPal withdrawals, etc. Unfortunately, my business account has a different name than my old bank (long story, keeping it short) and so any withdrawals from Shopify Payments are rejected there. Therefore, I need to withdraw my Shopify balance to my old account and transfer it using a third-party service, which costs me extra time and extra money.
I am posting here as a last-ditch effort to get some sort of attention and/or escalation on my ticket so I can finally close out my old bank account and get everything moved over. Shopify staff are welcome to message me if they need any more information to assist.
Thanks in advance.
