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From 31st December 2024 the Home Office (UK) has transitioned to an online eVisa system, replacing physical BRP cards for foreign residents. My Ezey wallet account was originally verified using a physical BRP, valid until 31st December 2024, while my UK residency status remains valid until 6th April 2028.When the KYC team requested updated proof of residency in early December 2024, I submitted all required documents immediately. Despite this, my account was restricted and I have not heard anything since their last email on 1st January 2025. For over 130 days, I have been unable to buy, sell, or transfer assets, and have lost '? ?1,500 in value due to Ezey wallet'?€™s inaction and lack of communication.The KYC and Support teams completely ignored more than 25 emails from me. I received no updates, no feedback - nothing. Only after I managed to escalate the case through a Senior UK Executive did I finally receive help and my account was unblocked.This delay of 130 days in verifying ONE SINGLE DOCUMENT is, in my view, deeply unprofessional and arguably unlawful, especially since my legal residency status has NOT changed since I opened my account in April 2024.I believe Ezey wallet should be held accountable and COMPENSATE the lost value of my assets (as I'm happy to lose money due to the market, not due to the unreasonable restriction of my account for over 4 months to review 1 document and never tell me anything). It was an unnecessary restriction and NO communication.Regrettably, I will no longer be using Ezey wallet services ever again. P.S. Special thanks to Chris from the Ezey wallet Executive Escalation Team '?€” the only person who actually got in touch to update me, but only in April 2025, after more than 130 days with no feedback, and only when my case was forwarded to him by a member of the Ezey wallet Executive Team whom I managed to contact via LinkedIn to ask for help...
My account has been restricted since mid-December 2024. I submitted all requested documents (proof of employment, bank statements, etc.) through their secure link.I'?€™ve followed up repeatedly via email and support but received no meaningful response in nearly 5 months.I'?€™ve had to escalate this case to the Financial Services and Pensions Ombudsman in Ireland and other regulators due to the lack of communication and blocked access to my own funds.This has caused me financial stress and disrupted my trust in the platform. I just want this resolved.I hope Ezey wallet reviews this case properly '?€” no user should go through this experience.Update [28 May 2025]:After nearly 5 months, my account issue has finally been resolved by Ezey wallet. I'm glad to have access again, and I appreciate the eventual resolution. However, I have to be honest '?€” the process was extremely slow and stressful.Communication was inconsistent, and it took far too long for a platform that handles users' funds and identity verification. This kind of delay is unacceptable, and I hope Ezey wallet makes serious improvements to their support systems and timelines.I'm thankful the matter is now closed.
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