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In this specific case, the OP claims that the call and chat options are greyed out, leaving only e-mail and social media. E-mail, they claim, is bot responses o

In this specific case, the OP claims that the call and chat options are greyed out, leaving only e-mail and social media. E-mail, they claim, is bot responses only. While I understand you can't comment on the specifics of this case, can you speak generally about whether or not disabling the phone/chat support buttons is a part of some standard process?

patio11 4y ago
Speaking generally, chat and phone support are designed to provide immediate round-the-clock service to a wide range of issues but not literally every type of issue that a financial institution has to be able to deal with. Sometimes, a financial institution might only be able, due to staffing or other considerations, to deal with you asynchronously in writing, perhaps from e.g. a group of professionals who are not as numerous as front-line user operations.
- sph 4y ago
  This is a roundabout non-answer that doesn't explain why chat and phone support were/are greyed out. Are you just trying to say "we're so short staffed, there's no one to answer your messages, let alone your calls?"
  - whiddershins 4y ago
    What he is saying is that in the instance of a fraud concern, they don’t have people who can talk about it available 24/7.
    - Dylan16807 4y ago
      They don't have it 24/7. That's part of the answer. But that kind of phrasing leaves a big gap. Do they offer it during some hours? Which hours? Or do they offer it never? There's a big difference between "call and chat are only extended beyond business hours for certain issues" and "call and chat are only ever for certain issues". The response here could mean either.
  - dceddia 4y ago
    On this page where it pops up a support window, https://support.stripe.com/?contact=true https://support.stripe.com/?contact=true (you might need to be logged in to see it) there's a dropdown with various choices, and the Chat and Call buttons get enabled or disabled depending on what you choose from the dropdown. In the default state with no option chosen, all 3 buttons are grayed out, but a lot of the options seem to enable all 3 buttons.

patio11 4y ago

Speaking generally, chat and phone support are designed to provide immediate round-the-clock service to a wide range of issues but not literally every type of issue that a financial institution has to be able to deal with. Sometimes, a financial institution might only be able, due to staffing or other considerations, to deal with you asynchronously in writing, perhaps from e.g. a group of professionals who are not as numerous as front-line user operations.

sph 4y ago
This is a roundabout non-answer that doesn't explain why chat and phone support were/are greyed out. Are you just trying to say "we're so short staffed, there's no one to answer your messages, let alone your calls?"
- whiddershins 4y ago
  What he is saying is that in the instance of a fraud concern, they don’t have people who can talk about it available 24/7.
  - Dylan16807 4y ago
    They don't have it 24/7. That's part of the answer. But that kind of phrasing leaves a big gap. Do they offer it during some hours? Which hours? Or do they offer it never? There's a big difference between "call and chat are only extended beyond business hours for certain issues" and "call and chat are only ever for certain issues". The response here could mean either.
- dceddia 4y ago
  On this page where it pops up a support window, https://support.stripe.com/?contact=true https://support.stripe.com/?contact=true (you might need to be logged in to see it) there's a dropdown with various choices, and the Chat and Call buttons get enabled or disabled depending on what you choose from the dropdown. In the default state with no option chosen, all 3 buttons are grayed out, but a lot of the options seem to enable all 3 buttons.