Majority of support requests have been positive and swiftly dealt with. I’ve only needed to contact a few times, once was when an American ATM failed to dispense money but still deducted my balance. This was swiftly dealt with and sorted by support that very same day. I also had great support when I had to swap my insurance policy over to my replacement device, as my my 1 day old Pixel 2 XL was being RMA’d.
Today was my first bad experience whereby it took me to ask for a supervisor, for my request to actually be listened to.
Unfortunately, the aforementioned ATM issue in America, back in September 2016 had somehow charged my account 14 months later. Support had said it was a delayed offline transaction, which is absurd. It took me at least 3 times to explain it, and I made it very clear, before my request was actually sent to the correct team. This was following my express of disappointment whereby I wanted to escalate my case to a supervisor or a similar role.
I’ve been overall happy with the service, but I felt that support was very unprofessional today and it does make a superior product feel interior. Certainly with the expansion you’re taking following the bank license, you’re going to need to ensure that support is performing very well, otherwise it will be the Achilles heel of your aim in being a challenger bank.
Thanks for reading.