HB
Henry B
1 reviews | Active since Aug 2012
08 Feb 2022, 14:01
Too many glitches and been told to "stop reporting" Shocking!
Been using the platform for more than 4 years and was absolutely a game changer however recently it has become a mess with duplicate transactions and accounts not linking correctly. To make matters worse, as soon as you ask the "SVEN" team to investigate I am now told to wait until they resolve within the next "week or so" It has been a problem with Nedbank for more than 2 months and duplicate transactions for more than a year!
Definitely worth exploring alternative options as they are definitely not on top off their game anymore!
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22seven's replyOfficial
22 Mar 2022, 12:06Hi Henry, Apologies for your frustrating experience! We didn’t ask that you stop engaging with us about your issue. Rather, our Svens asked that you no longer tap on the “Ask us to investigate” button on your account in the app because this logs a brand new support ticket each time. As a result, you had numerous support tickets open with multiple Svens, which was causing confusion and delays. It looks like some of our replies were going unnoticed due to the number of email threads open. It’s important for us to maintain a lean support queue to ensure we’re able to focus our energy on providing meaningful feedback to everyone. Regarding the issue in question: we strive to fix bugs and investigate account issues as quickly as possible, but sometimes we need more time to work on an issue than we would like. In this case, you were affected by an unusual (and very frustrating!) bug that has come to our attention, but it looks like our Svens have sent through feedback and instructions for getting that sorted. Thanks for bearing with us. If you need help with anything else in future, please don’t hesitate to get in touch.
- The 22seven team
- The 22seven team
22seven's reply22 Mar 2022, 12:06
Official
Hi Henry, Apologies for your frustrating experience! We didn’t ask that you stop engaging with us about your issue. Rather, our Svens asked that you no longer tap on the “Ask us to investigate” button on your account in the app because this logs a brand new support ticket each time. As a result, you had numerous support tickets open with multiple Svens, which was causing confusion and delays. It looks like some of our replies were going unnoticed due to the number of email threads open. It’s important for us to maintain a lean support queue to ensure we’re able to focus our energy on providing meaningful feedback to everyone. Regarding the issue in question: we strive to fix bugs and investigate account issues as quickly as possible, but sometimes we need more time to work on an issue than we would like. In this case, you were affected by an unusual (and very frustrating!) bug that has come to our attention, but it looks like our Svens have sent through feedback and instructions for getting that sorted. Thanks for bearing with us. If you need help with anything else in future, please don’t hesitate to get in touch.
- The 22seven team
- The 22seven team