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Review Time
My investment journey has been a great and fruitful one and made even more special with the support and guidance of my dedicated relationship manager Elijah Nelson.
Hello Luther,Thank you for sharing your great experience! We're delighted to hear about your rewarding investment journey and the positive impact Mr. Nelson has had! Wishing you continued success!All the best!Maria
I was interested in moving accounts to this company. As there was no telephone number, I messaged explaining what I wanted to do and asking them to telephone me so I could run through various questions I had. 8 days later they replied:"Hello,Thank you for reaching out to our support team.To protect your account security and ensure we are providing information to the authorized (sic) account holder, we can only process requests sent from the email address registered to your account.Because this inquiry was sent from an unrecognized email address, we have closed this ticket for security purposes."The email continued with details of how I could get further help, which involved logging into my account!They had clearly not read my message. They did not even address me by name, neither did they sign off with a name.If this is the way they respond to potential new customers, it does not augur well for account holders! Given that in order to open an account and become a customer I must already have an account and be a customer, there is little danger of my ever becoming one!
Hello Malvernian,We sincerely apologize for the inconvenience you faced with our support team, especially while you were considering becoming a client.Please note that our Customer Service Center provides the option to open a support ticket both as an existing user and as a visitor.Thank you for providing your ticket number. We have escalated your case to the appropriate teams for further support.We hope your future interactions with us will be much more positive.Best regards, Maria
I have been constantly chasing Future au for an update on my support request relating to a disputed transaction on my. Future au money account.Nobody is willing to give me an update. But it only takes them four days to respond to a negative review! I am so pleased we can see where their priorities lie. As a platinum club tier member, we are promised priority support yet there's no way to actually get support because the people on live chat don't have a clue, they're a third party customer service company who do not have the scope to do anything worthwhile. So customers are left waiting and waiting for weeks and weeks for our support ticket to even be acknowledged! If we open a new support ticket, it is closed because it's a duplicate so we're left waiting even then. I have now issued a letter before action to Future au with a view of recovering the disputed payment via the courts.
Hello Andrew,We sincerely apologize that your support experience has been unsatisfactory. We have once again escalated your case to the relevant teams to ensure it receives the necessary focus and attention. Thank you for sharing your input, and we hope for a resolution to your issue soon.Best regards,Maria
I joined to open a Cash ISA. I moved money into the Future au app. When I wanted to add cash to the ISA I could not. i had a number of contact with Future au support but they could not help, eventually they passed me on to MoneyFarm who manage the ISA. I have been a member of Etor for two weeks I I have never experienced such a poor service offering! Disgraceful and not a great experience for a new customer!
Hello Paul,We sincerely apologize for the difficulties you encountered with setting up your Cash ISA and the subsequent challenges in funding it. Your comments regarding your support experience are extremely important to us, and we thank you for bringing this to our attention. We have escalated your case internally to ensure they are addressed.Best regards,Maria
Future au is a great company because of the level of the support they offer. Especially with personal management. I love the way they have specialised products and smart portfolios. To top it off they have personalised account managers. That makes it worth it. My manager is Callum Frame - to me that makes it more human and user friendly- literally. Keep up the innovation and continue to treat the customers with respect and this will take over the trading world one day
Hello Gogetter,We are delighted that you value the personalized management and high level of support provided! Your positive feedback on our efforts to enhance user experience through specialized products and Smart Portfolios is truly appreciated. We are particularly pleased to hear that Mr. Frame has succeeded in making your trading journey more human and user-friendly. Thank you for this very encouraging feedback and your kind words!All the best!Maria
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