Hello, I just wanted to let you know, that this is by far my worst experience with a support team.
First, all of your agents don’t even bother to write theirs messages, they just copy paste old messaged they had saved. They do not read what the customer needs or wants, they are almost like a bot, and I say almost because they are worse, they reply when they want, like 18 hours after the inquiry was made, EVEN IF I REPLIED 2 or 3 minutes after they generic copy paste response, they just ignored me and let the next agent reply, taking almost 24 hours to reply something that he could have reply in that instant.
Second, your second level of support is the worst team you have in your ranks, after I was hacked, I did send a ticket WITH ALL THE INFORMATION RELEVANT TO THE HACK, and I asked for a change of phone number because the hacker did change the number of my account, well they did NOT EVEN READ THE MESSAGE!!!!!! And closed my ticket, leaving the hacker number on my account… after that, they took 5 days!! 5 days!!!!! To remove the number of the hacker from my account. AND THEN WHEN THEY DID REMOVE THE NUMBER AFTER 5 DAYS, THE GENIUSES PUT MY ACCOUNT ON HOLD BECAUSE OF REASONS FOR ANOTHER 48 HOURS… SO THIS TEAM TOOK 7 DAYS JUST TO CHANGE A PHONE NUMBER IN MY ACCOUNT…. THIS WAS NOT ROCKET SCIENCEM, THIS WAS NOT EVEN PROGRAMMING… SO WHY THEY TOOK A WEEK TO DO SOMETHING SO SIMPLE?
Third, YOU MUST HAVE A REAL TIME SUPPORT, this ticket system you use DO NOT WORK!!! I REPEAT! DO NOT WORK!!!!!!!!!!!!!!! YOU TAKE SO MUCH OF MY TIME BECAUSE YOU DID NOT LET ME TALK TO THE GENIUES IN THE SECOND LAYER OF SUPPORT. AND THE AGENTS YOU HAVE IN THE FIRT LAYER ARE JUST THE WORST AGENT I ENCOUNTER IN MY ENITRE LIFE.
Fourth, the hacker contacted me as a customer btw, he also manages to withdrew 1300 from scams in your site trough my account, the charges are still on my balance and my monthly earnings, your genius team took 7 days to fix this, and they did not even bother to fix that, they did not even ask me about that, one of your agents did not have an idea of what I was talking about, 5 days after the fact!!!!! Making clear enough that they did not even read my emails…Your security is null, does not exist... and then you take this type of issue very lightly as if it were something normal, that a hacker got in to your system, stealing thousands of dollars.
I really hope this gets to someone that can make some changes in your support system because it is UNACCEPTABLE.
