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I have recently deposited USD7K into ICM after testing out over 2 months with small deposits and withdrawals and found it to be efficient. I have a verified account since 2023 but stopped trading shorty after. I am back last month.I am highlighting here the positive and the negative, and why I am neutral.Yesterday, I could not receive confirmation email to withdraw, tried 3 times, the online agent tried but also not successful so he escalated and gave me a case id, 05245250, this agent is very professional.Today, I tried again with a small withdrawal and still do not receive confirmation email, yesterday's case is still pending, so I went online again to follow up on yesterday's case ID, 05245250.Wow, while yesterday's agent was polite and knowledgeable, today's agent, GRACE:1. She told me my account doesn't exist, that I am logged into the wrong portal and should be in ICM AU.2. I told her there is no way I am chatting with her via chat support if I am not logged into the right portal.(To access live chat, customers need to be logged in with username and password either on a trusted device or with 2FA, and need to identify name and email address with the chatbot.)3. She insist I am on the wrong portal. Had to give her my email 2 times as she ignored what I typed before she asked for it, very condescending.4. I told her again I am registered and verified since 2023, uploaded all my documents here, with RAW TRADING LTD, and I am chatting with her on this chat AFTER logging in, not before.5. I also showed her a link to ICM AU and told her my logging credentials are invalid there.6. She finally type "Understood.", one word, and that she will try again. 7. The same condescending tone from the very beginning, at this stage, I was absolutely fed-up, here I was, the customer, cannot make withdrawals, got a case ID to follow up and she, from the beginning of the chat, took the position I was wasting her time by being on the "wrong portal".8. So I finally told her she should apologize for her ignorance, not inconvenience, when she typed a cut&paste, completely irrelevant 'apology', as clearly, from the beginning, she took the position i was in the wrong place and wasting her time when she was in the wrong.9. She replied if I want her help, I should not resort to "name calling", huh, telling her to apologize for her ignorance instead of something unrelated is not "name calling". 10. At this stage, I am done, I said clearly this is going nowhere, I will contact your support centre directly.11. She said oh that was fine with her and happily ended the chat.I have emailed support again with a transcript of the chat and the fact that the actual issue remain unresolved.I got a reply via email, from Renee, a very polite one this time, that promise to feedback the transcript to management and also to manually confirm my pending withdrawal.Renee solved the problem professionally, I thanked her for that, but also told her that does not solve the actual issue even though she can release my pending withdrawal:1. Main issue is, I am not receiving confirmation emails from ICM's portal.2. Your first online agent tried and had to escalate.3. I tested another small withdrawal this morning, also no confirmation email.4. All of ICM's emails and domains are whitelisted and I also checked my junk mail.5. All of ICM's agents will refer to the portal when asked to check and immediately assume that the user didn't click on confirmation email because that is what they can see on their end, so it takes a lot of explaining to clarify the situation, that no emails were sent, ICM need to improve on this part of the system.Sorry ICM, while my experience is generally positive and you have many good agents, but a situation where no confirmation emails are received (& still not resolved as Renee manually approved it but subsequent test withdrawals still result in no confirmation email, refer to the canceled transactions, each one is a test with no confirmation email), where your agent condescendingly insisted my account doesn't exist, I am on the wrong portal and when proven she is wrong condescendingly typed "Understood." and telling me not to call her names if I want her help when I confronted her on her ignorance of their chat system(check the actual transcript, ICM) , this is too serious not to highlight.
