This is a really amazingly tone-deaf response. We may only hope that somebody like the Daily Show takes them properly to task for this.
1) Acknowledge a problem in a timely manner (assuming the really did only get escalation one day ago) 2) Provide specific information on what is being done to fix the problem (working w/account holder, making a donation as a mea culpa) 3) Explain limitations on resolution (legitimate constraints on public comment for privacy-protected matter)
What wasn't done well was:
a) letting it get this far to begin with b) failing to explain how future problems will be prevented by policy changes
I wonder how many other folks have had the same problems with Paypal's inconsistent application of their policy (when not just outright obstruction), who don't have the same resources to make noise as the woman running Regresty. And whether they will get similar resolution.
I'm probably too old to understand this. How does that solve anything?
I believe Jon Stewart can help with that.