We hear the calls fro STP to stop contacting them via support ticket, Live chat etc etc but they are causing some of their own problems by not communicating effectively with their customers, if information is not available then people will continue to contact them and get frustrated.
I am in the middle of a bank verify with STP and when their website indicated they were working on verify documents after the date mine were submitted I contacted them via Live chat to find out what was going on. In my instance they had verified my ID and Address but not my bank. After a week of daily Live chats where I was told by various customer service reps different explanations, like download didn't work, still in the waiting queue, your document is there but there is a problem and so on.... I emailed my documents to verifications and authorization email addresses as a back up.
Now I have spent a week contacting Live Chat daily where as if the verifications department had only sent out an email to tell me the cause of the problem with my bank verify document I could have resubmitted it or what ever, instead I contacted them over and over again like many of their clients to find out what is going on. One email out would have taken 2 minutes of their time, instead I have taken up over an hour of their time, now times that by all their clients doing the same we have the cause of part of their problems !!!