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Following my review on 9 January, I spent all weekend trying to contact a real person through their online chat service. Their chatbot continually gives incorrect or inappropriate advice. It suggested that my account was not fully verified, although I had received an email from them to confirm it was, and I could see on line that they had verified all my details.I am attempting to withdraw my own money - a ?5000 - to my own savings account. I have tried 12 times. I kept getting emails saying "we couldnAUDt process your payment right nowaAUD”itAUDs likely temporary. Please try again soon."This morning, I was able to speak to a call handler who initiated a "know your customer" review - this was more than 69 hours after I had first tried to withdraw my money. I have answered all their questions, provided proof of ID, and provided bank statements to show source of funds, but 5 hours later my account is still restricted and they will not give me my money back.I have spoken to them a second time, but the call handler does not have the ability to resolve the issue and refused to connect me with anyone who can.I tried to raise a formal complaint, and I got an immediate automated response that provide links to advise and their website, and told me my complaint was being closed as resolved.This company is truly dreadful. Don't be tempted by their sign up offers. Customer service is non existent. There are far better companies out there who offer a professional service and resolve issues promptly.
Hello Alexander,We appreciate you sharing your experience and sincerely apologize for the significant challenges you have encountered with our service. Your detailed feedback regarding the delays and the chatbot responses, along with your case details were escalated for internal review and support this morning, and we have confirmation that your case status has now been updated. We highly value your input and hope for a much smoother experience for you moving forward.Best regards,Maria
