MS
Maile S
1 reviews | Active since Mar 2021
16 Aug 2022, 11:28
TERRIBLE SERVICE/ RESOLUTION OF QUERY
I informed 22 seven that my coronation fund managers account was no longer linking/ updating on the app. This was almost a month ago.
I have sent several emails requesting an update but my emails are ignored. I even sent an email informing them that I am unhappy with how my query is being handled and that email, too, was ignored.
The service is just dissatisfactory and unprofessional!
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Replies (1)
22seven's replyOfficial
18 Aug 2022, 11:44Hi Maile,
Apologies for missing your emails. We've had a chat with our Svens to figure out what went wrong.
It looks like you got in touch with us a little over two weeks ago to report the error on your Coronation accounts. This was just after we detected a general issue affecting all Coronation accounts, which we mentioned to you at the time. We expected our data partners would need a few test accounts to determine the cause of the problem, so we went ahead and logged an investigation with them into your account errors once you gave us the go ahead.
Unfortunately, we aren't able to investigate errors on your accounts if you delete them from the app. Our Sven who was in contact with you noticed that you removed your accounts from the app shortly after you got in touch with us and that you created a manual account instead. Since we had a number of other test accounts available and the investigation into the general issue as a whole was still in its infancy, he didn’t get in touch with you asking you to relink your accounts as we normally would. However, he thought you might like to know when the general issue has been resolved and you can relink your accounts, so he changed your ticket status and made a note to give you a heads up once everything was working as normal. This unfortunately resulted in him missing your replies until we received confirmation that the Coronation issue has been resolved around a day ago and he pulled up your ticket to let you know.
In future, please make sure to leave your accounts linked to the app if our Svens ask our data partners to investigate further. They’ll be in touch with next steps as soon as they hear back from the investigation team, which may take a while depending on the nature of the issue. You can also check whether a general issue is still active by selecting an affected account in 22seven and referring to the message that will appear at the top of the account details screen. If you’d like an update and aren’t receiving replies on your existing ticket for some reason, you’re welcome to send us a new email in a separate thread or hop onto a quick live chat with us and we’ll make sure to get some eyes onto your issue.
Apologies again for the unintended communication breakdown. We’ll adjust our approach for situations like this to help prevent a repeat in future :)
Apologies for missing your emails. We've had a chat with our Svens to figure out what went wrong.
It looks like you got in touch with us a little over two weeks ago to report the error on your Coronation accounts. This was just after we detected a general issue affecting all Coronation accounts, which we mentioned to you at the time. We expected our data partners would need a few test accounts to determine the cause of the problem, so we went ahead and logged an investigation with them into your account errors once you gave us the go ahead.
Unfortunately, we aren't able to investigate errors on your accounts if you delete them from the app. Our Sven who was in contact with you noticed that you removed your accounts from the app shortly after you got in touch with us and that you created a manual account instead. Since we had a number of other test accounts available and the investigation into the general issue as a whole was still in its infancy, he didn’t get in touch with you asking you to relink your accounts as we normally would. However, he thought you might like to know when the general issue has been resolved and you can relink your accounts, so he changed your ticket status and made a note to give you a heads up once everything was working as normal. This unfortunately resulted in him missing your replies until we received confirmation that the Coronation issue has been resolved around a day ago and he pulled up your ticket to let you know.
In future, please make sure to leave your accounts linked to the app if our Svens ask our data partners to investigate further. They’ll be in touch with next steps as soon as they hear back from the investigation team, which may take a while depending on the nature of the issue. You can also check whether a general issue is still active by selecting an affected account in 22seven and referring to the message that will appear at the top of the account details screen. If you’d like an update and aren’t receiving replies on your existing ticket for some reason, you’re welcome to send us a new email in a separate thread or hop onto a quick live chat with us and we’ll make sure to get some eyes onto your issue.
Apologies again for the unintended communication breakdown. We’ll adjust our approach for situations like this to help prevent a repeat in future :)
22seven's reply18 Aug 2022, 11:44
Official
Hi Maile,
Apologies for missing your emails. We've had a chat with our Svens to figure out what went wrong.
It looks like you got in touch with us a little over two weeks ago to report the error on your Coronation accounts. This was just after we detected a general issue affecting all Coronation accounts, which we mentioned to you at the time. We expected our data partners would need a few test accounts to determine the cause of the problem, so we went ahead and logged an investigation with them into your account errors once you gave us the go ahead.
Unfortunately, we aren't able to investigate errors on your accounts if you delete them from the app. Our Sven who was in contact with you noticed that you removed your accounts from the app shortly after you got in touch with us and that you created a manual account instead. Since we had a number of other test accounts available and the investigation into the general issue as a whole was still in its infancy, he didn’t get in touch with you asking you to relink your accounts as we normally would. However, he thought you might like to know when the general issue has been resolved and you can relink your accounts, so he changed your ticket status and made a note to give you a heads up once everything was working as normal. This unfortunately resulted in him missing your replies until we received confirmation that the Coronation issue has been resolved around a day ago and he pulled up your ticket to let you know.
In future, please make sure to leave your accounts linked to the app if our Svens ask our data partners to investigate further. They’ll be in touch with next steps as soon as they hear back from the investigation team, which may take a while depending on the nature of the issue. You can also check whether a general issue is still active by selecting an affected account in 22seven and referring to the message that will appear at the top of the account details screen. If you’d like an update and aren’t receiving replies on your existing ticket for some reason, you’re welcome to send us a new email in a separate thread or hop onto a quick live chat with us and we’ll make sure to get some eyes onto your issue.
Apologies again for the unintended communication breakdown. We’ll adjust our approach for situations like this to help prevent a repeat in future :)
Apologies for missing your emails. We've had a chat with our Svens to figure out what went wrong.
It looks like you got in touch with us a little over two weeks ago to report the error on your Coronation accounts. This was just after we detected a general issue affecting all Coronation accounts, which we mentioned to you at the time. We expected our data partners would need a few test accounts to determine the cause of the problem, so we went ahead and logged an investigation with them into your account errors once you gave us the go ahead.
Unfortunately, we aren't able to investigate errors on your accounts if you delete them from the app. Our Sven who was in contact with you noticed that you removed your accounts from the app shortly after you got in touch with us and that you created a manual account instead. Since we had a number of other test accounts available and the investigation into the general issue as a whole was still in its infancy, he didn’t get in touch with you asking you to relink your accounts as we normally would. However, he thought you might like to know when the general issue has been resolved and you can relink your accounts, so he changed your ticket status and made a note to give you a heads up once everything was working as normal. This unfortunately resulted in him missing your replies until we received confirmation that the Coronation issue has been resolved around a day ago and he pulled up your ticket to let you know.
In future, please make sure to leave your accounts linked to the app if our Svens ask our data partners to investigate further. They’ll be in touch with next steps as soon as they hear back from the investigation team, which may take a while depending on the nature of the issue. You can also check whether a general issue is still active by selecting an affected account in 22seven and referring to the message that will appear at the top of the account details screen. If you’d like an update and aren’t receiving replies on your existing ticket for some reason, you’re welcome to send us a new email in a separate thread or hop onto a quick live chat with us and we’ll make sure to get some eyes onto your issue.
Apologies again for the unintended communication breakdown. We’ll adjust our approach for situations like this to help prevent a repeat in future :)