Ticket# 291615

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Majid K.
Majid K. Posts: 9 ✭✭
edited July 10 in My Mobile

Hello ,

I had a problem adding funds to my portfolio, after talking to customer service they opened a ticket and this ticket is still open after about 15 - 16 days, how can I escalate this problem?

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  • Mark123_2024
    Mark123_2024 Posts: 3,563 ✭✭
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  • Majid K.
    Majid K. Posts: 9 ✭✭
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    Hello Mark,
    Today I realized that they started to ignore me, I don't know why, I sent messages via WhatsApp, Facebook messenger and on the website and they didn't answer me after 14 hours!
    From the beginning they didn't tell me what the main problem was!

  • kaitokun
    kaitokun Posts: 715 ✭✭
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    Sorry for your experience. Hopefully they resolve your issue soon.

  • Kejinsan
    Kejinsan Posts: 2,410 ✭✭
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  • Kejinsan
    Kejinsan Posts: 2,410 ✭✭
    edited July 10
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    Sorry for your experience... Did they finally replied?

  • Majid K.
    Majid K. Posts: 9 ✭✭
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    On webchat yes , again they ask me to wait !!

  • Whizz
    Whizz Posts: 20,693 admin
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    Hello Majid K.  ,

    Sorry to hear about the issue.

    So I verified the status of the ticket and why it`s taking so long to remedy the issue, and it looks like there`s a general situation that`s affecting a some clients ( including your self ) , as the wallet funds can`t be added to the account.

    While I do understand the situation quite well, I also understand that it`s very annoying to wait so long for a solution, but until the issue is not remedied by our technical team, we can`t do much other than to wait.

    Nobody is ignoring you, rest assured- but it`s a busy time-frame with quite a backlog of contacts and our customer service is trying to handle every case as quickly as possible, that`s why it might take longer than expected until you reach someone from the customer service.

    You can also track the ticket status via My settings - My tickets, to also have a view on its progress and you will be reached back on e-mail as updates will be given.

    Thank you for your understanding.
    Have a good one,
    -Raul, Community Moderator

This discussion has been closed.