1 reviews | Active since Mar 2009
Pathetic service to say the least!
This company simply just not respond at all and when they respond the information is incorrect. Just for background information... a few months ago I emailed EasyEquities which is part of GT247. I had to email them numerous time until they eventually responded after a month and then sent me the WRONG information. I told them the information is wrong and they must please send the correct information. Two months later and again no response from them. So I have given up on that.
This Monday 4 June, I sent another email about something else to GT247. The auto responder rep**** that they received the ticket. It is now Thursday. So how long does it actually take you to respond to queries? Or is this going to be a repeat of my previous bad experience with you? You have great products, I agree, but if you do not have great service to match the products I can assure you that you will lose one client after another. And DON'T PHONE ME! I do not have phone reception. Email only.
My sincerest apologies for the clear frustration caused. I head up the Client Engagement division at the Purple Group and your experience definitely doesn't match the high levels of Customer service we try incredibly hard to offer.
I'd like to understand what happened in your experience and particularly how and why you were sent incorrect information so we can remedy that immediately.
Can you please share some details with me so I can contact you .
Regards
Justin
My sincerest apologies for the clear frustration caused. I head up the Client Engagement division at the Purple Group and your experience definitely doesn't match the high levels of Customer service we try incredibly hard to offer.
I'd like to understand what happened in your experience and particularly how and why you were sent incorrect information so we can remedy that immediately.
Can you please share some details with me so I can contact you .
Regards
Justin
Hi Mr. Reid,
It appears that unfortunately at the time of dealing with your initial query we were unaware that you couldn't be serviced by phone, as most clients are able to.
As the initial query required a detailed and comprehensive line of questioning to explain our move from our old proprietary EQ and FT Trader platforms onto a new single platform that effectively does the job of the two, the client service agent dealing with the query felt it would be quicker and more efficient to call you. On showing him the ticket he immediately recognised it and informed me that he'd tried to call.
Where he failed outright in his duty and dealing with the query, is that he didn't respond to your email informing you that he'd called, and for that I have taken him to task. I have instructed our team at all times to keep clients appraised through all mediums (email, phone, sms) of how their query is being dealt with.
After failing to get hold of you by phone, he should have SMS'd you informing you he had tried, as well as emailing you to try and set up a suitable time to all. At that point you would have instructed him you could only communicate through email and he could have dealt with your query there.
Both he and the rest of the team have been shown the failing and reminded of how to avoid it happening in future.
As mentioned in my initial response, we strive very hard to offer the very best client service possible and in this instance we failed in delivering that.
The agent involved is crafting your response by email and will resolve your query shortly.
My apologies for the poor client service you faced and any frustration caused as a result thereof.
Regards
Justin
Hi Mr. Reid,
It appears that unfortunately at the time of dealing with your initial query we were unaware that you couldn't be serviced by phone, as most clients are able to.
As the initial query required a detailed and comprehensive line of questioning to explain our move from our old proprietary EQ and FT Trader platforms onto a new single platform that effectively does the job of the two, the client service agent dealing with the query felt it would be quicker and more efficient to call you. On showing him the ticket he immediately recognised it and informed me that he'd tried to call.
Where he failed outright in his duty and dealing with the query, is that he didn't respond to your email informing you that he'd called, and for that I have taken him to task. I have instructed our team at all times to keep clients appraised through all mediums (email, phone, sms) of how their query is being dealt with.
After failing to get hold of you by phone, he should have SMS'd you informing you he had tried, as well as emailing you to try and set up a suitable time to all. At that point you would have instructed him you could only communicate through email and he could have dealt with your query there.
Both he and the rest of the team have been shown the failing and reminded of how to avoid it happening in future.
As mentioned in my initial response, we strive very hard to offer the very best client service possible and in this instance we failed in delivering that.
The agent involved is crafting your response by email and will resolve your query shortly.
My apologies for the poor client service you faced and any frustration caused as a result thereof.
Regards
Justin
Hi Mr. Reid,
The fact that we need FICA documentation has nothing to do with us switching to another platform. FICA is a legislative requirement that has been put in place to counter money laundering and ********* financing and is required to be renewed from time to time.
In your case, as it appears that your accounts are old accounts, that time has fallen due in which case we need to update your records. It only requires a proof of Identity and proof of address and we can FICA your account and help to resolve your issue.
Regards
Justin
Hi Mr. Reid,
The fact that we need FICA documentation has nothing to do with us switching to another platform. FICA is a legislative requirement that has been put in place to counter money laundering and ********* financing and is required to be renewed from time to time.
In your case, as it appears that your accounts are old accounts, that time has fallen due in which case we need to update your records. It only requires a proof of Identity and proof of address and we can FICA your account and help to resolve your issue.
Regards
Justin
Hi Mr. Reid,
As I mentioned in my earlier response, FICA is a legislative requirement set in place to counteract money laundering and ********* financing activities for the benefit of people around the world.
All Financial Services companies must adhere to it and in the absence of a FICA'd account, we cannot and will not pay out any monies owing. It has absolutely nothing to do with thinking our clients are fools, nor that it's magical coincidence when we moved platforms. Your FICA is out of date and needs to be renewed. Planin and simple.
Furthermore, we value our clients incredibly highly and can and will do all in our power to always ensure we offer the best client service possible, as communicated to you earlier, and to treat them efficiently, professionally and within what the law requires of us.
But we will absolutely and categorically not skirt legislation and processes put in place for a reason.
We would love to help you receive any funds owed to you, but we cannot and will not do that if you do not provide us with the documentation we require to FICA your account.
Please send through the requested items to Rhudzani so we can FICA your account and help you withdraw your funds.
Regards
Justin
Hi Mr. Reid,
As I mentioned in my earlier response, FICA is a legislative requirement set in place to counteract money laundering and ********* financing activities for the benefit of people around the world.
All Financial Services companies must adhere to it and in the absence of a FICA'd account, we cannot and will not pay out any monies owing. It has absolutely nothing to do with thinking our clients are fools, nor that it's magical coincidence when we moved platforms. Your FICA is out of date and needs to be renewed. Planin and simple.
Furthermore, we value our clients incredibly highly and can and will do all in our power to always ensure we offer the best client service possible, as communicated to you earlier, and to treat them efficiently, professionally and within what the law requires of us.
But we will absolutely and categorically not skirt legislation and processes put in place for a reason.
We would love to help you receive any funds owed to you, but we cannot and will not do that if you do not provide us with the documentation we require to FICA your account.
Please send through the requested items to Rhudzani so we can FICA your account and help you withdraw your funds.
Regards
Justin