Onboarding experience has been awful

The Onboarding experience has been a challenging one.

Started signing up for EasyEquities on the 9th April 2022. Fast forward 6 weeks later and I am still unable to transact.

Initially was unable to complete KYC. When I reached out to Support they escalated my email to the Onboarding team who responded with a curious tone

""Since this is your last attempt at verifying your identity, " "If we find that the registration has failed again we wont be sending another link""

After responding that I was confused about their reply, magically my KYC was approved (with no further action required from myside).

When logging back into the App I still was unable to access the ZAR transaction section. Again after reaching out to Support who provided guidance that I needed to provide a South African Bank Account & Proof of Address, which I provided, I then received a response from the same Onboarding team telling me my FICA was approved. When I was still unable to access the ZAR account, the Onboarding team told me I need to send through a South African Bank Account and Proof of Address....

This has been a 6 week back and forwards looping through the same team members and getting nowhere.

The team is clearly either having capacity or CRM issues meaning they are unable to properly review a request. In the midst of this onboarding awfulness, the replies spanned days meaning resolution is taking far too long.

Onboarding is such a critical part to a customer activating and being retained. I sorely hope Easy Equities invests some proper focus into their new joiners onboarding experience.

Outcome: Not going to use Easy Equities.