Poor customer service


#1

I cannot access my accounts on the app and the live agent told me I was going to be contacted shortly . I’ve been waiting for over 2 hours and they are ignoring my messages. No phone number anywhere . Where can I get help and access my funds ? Please someone contact me !


#2

Hi @Stecarpano,

As I can see your account is locked for security reasons!

Your chat has been escalated to our compliance team and a member of the team will reach you out soon.

We truly apologise if you experienced any inconvenience as a result of this but our compliance team must follow certain protocols to ensure the safety and security of all user’s account as well as our system.


#3

Hello Andreas,

Thanks for getting in touch. Yes, I do understand your protocols but unfortunately I have been ignored from your customer services for hours, without any phone number I could call or anyone giving me any sort of response. I had to harass my Italian credit card customer service to have the 4 digit code that you asked for and I couldn’t access any of my funds. To say that the whole issue put me in a stressful situation is the least.

You should have an emergency help line that can address these sort of issues. I am deeply dissapointed with your customer service, considering that I signed up to your premium services as well, I was expecting more. In addition to that I provided clear explainations of the issue and proof of geniunity from my side, making the whole thing a lot more difficult for me.

Hopefully this will not happend again in the future and I am positive that you will improve your customer service after this issue.

Enjoy your weekend,

Best,
Stefano Carpano