I tried to transfer money to my spouse this morning. My account was frozen, first with a screen that said “Please help us to keep your account safe; Don’t worry, we just need to verify some information about you” (with no prompt to compete that verification) and then “Your account is currently blocked for security reasons.”
I have no problem with KYC/AML (know your customer/anti-money laundering) measures. Or with extra security steps.
I do have a problem with support centers that are unresponsive and repetitive. It took an hour for a live person to start to help me. But her responses weren’t timely, and I couldn’t keep staring at my phone waiting for someone to get back to me about why my money was inaccessible.
In the afternoon, I contacted CS again, answered some personal information questions. I was asked for the second time about the nature of my transfer. I answered… didn’t hear anything. So 15 minutes later asked if I did something wrong. No response. 30 minutes later? zilch. Finally, i was referred to the second time to another team. I was asked for the THIRD time the nature of my transfer. I explained again. Then the CS person disappeared. Again.
Let’s see if I ever get access to my money again. Not a good feeling for someone trusting a startup.