My complaint:
I waited for someone to look into a technical issue with payment.
Someone came online quite quickly for the chat service 247, sweet.
I explained the issue and sent details.
I got told they will get back to me in 15-20 min, sweet.
Then each time they got back with a question to reply I needed to wait another 20min. This was the start of a nightmare (yes literally after midnight till dawn).
I got told they will fix the issue in 2 hours. So I slept for 2 hours.
I found they tried to close the ticket without the issue being resolved. Hmmm.
I said nothing is fixed. They doubted my nationality is correct and requested to go through the verification process again for my personal details. There was no method through the interface I could change my nationality or address but they assumed I could. Later they understood I can’t access those details or edit so they deleted the verification. I had to resubmit the driver’s license and so forth but it failed. I was asked to send it through the chat to compare it with what I sent through the system. That brought a huge ? flag.
It took hours and a lot of effort to reverify my identity.
They also doubted the registered credit card details and had to delete and reenter the credit card. This is when I had been trading with that card previously for months. There was some system hickup again since they require 48 hour wait until the same credit card can be used. So I registered a different card which again took hours and lot of communication to get it through for unknown reason they were not willing to provide details.
I had told them those should not be the issue but to look at the error sent through the screenshot, which was about Bifinity getting linked to the account. I asked if they looked into the error and the root cause. But they kept apologizing and kept telling me the case is getting handled top priority.
But increasing the waiting time from 30min to 1-2 hours.
After being promised to fix the issue with a report for the root cause from the specialists. The chat box suddenly got closed saying I will need to wait for another 24-48 hours for a specialist to get involved. I couldn’t believe it…
They made me go through a lot of trouble and waste of time deleting and reregistering the details sending proof documents and so forth for my perfectly working account until the issue started with the introduction of Bifinity.
But they did not go through the effort to actually look into the cause of the issue and fix the specific problem, which is their system issue, until almost 20 hours had gone by losing a lot of interest, literally and monetarily.
They said they have prioritized the issue to the top level, they said they prioritize the customer’s interest, they said many good things but it seems non of it is true from the result.
During the wait, I lost a lot of chances that could be invested.
Suggested solution:
Respond with truth and act proactively with fast tourbleshooting.
