1 reviews | Active since Sept 2015
Inconsistency and BAD SERVICE
I had spoken to an agent yesterday from the FICA department. I called to ask about the FICA promo that currently running that I had viewed online. She advised what documents she requires from me. I advised that I am registered online and asked about the FICA promo. She than advised that I will not be eligible fro that as I am not a new registered customer. I than advised her that the site stipulates that if you currently have an online account and need to FICA you are also eligible. She than advised i quote " I DON'T KNOW WHY THE SITE SAYS THAT" I than advised that I will contact Hollywood's customer relation department and she said OK. Considering that I am a valued customer that is registered and uses the Hollywood's site I think this is really poor and disappointing Customer Service especially that Hollywood Bets is such a well known World wide Sports and betting operator. I even sent an email to the FICA department early yesterday and still haven't even received an acknowledgement or reply. I am sure all calls are recorded for Quality and Security reasons. I called 08 ********** 7 at 08:42 YESTERDAY 15-08-17.
Hi Jacky
Thank you for your feedback.
We have sent this onto our FICA Managers, and they will address this today.
They will be in contact with you to get more information.
Regards
Devin
Hollywoodbets
Hi Jacky
Thank you for your feedback.
We have sent this onto our FICA Managers, and they will address this today.
They will be in contact with you to get more information.
Regards
Devin
Hollywoodbets
Hi Jacelyn
Thank you for allowing us to investigate this.
We have pulled the recording from the conversation you had with our agent.
Our agent clearly tells you that the FICA bonus is only for those customers who are submitting FICA documents for the first time. You do ask her "and what about the second time?", to which she replies - it is only for the first time.
You mention that, this is not what it says on the website. Our website terms and conditions clearly state:
"Persons who have signed up but have not yet submitted FICA documentation can also participate." We have looked at your account, and we see you have submitted FICA documents before. Therefore you would not qualify for this promotion.
You do say that you will take it up with the customer relations department, to which our agent gives an agreement 'ok', and the conversation is ended after that. We believe our agent was polite, and did not provide a poor service as suggested. Our agent could well have reassured you again that it was only for customers submitting FICA for the first time, however, as mentioned earlier, she had explained the promotion in a polite manner.
We have tried numerous times to contact you on the number provided here on HelloPeter, as well as the alternative phone number on your Hollywoodbets account, but unfortunately we have not got through to you.
You are a valued customer, however this promotion is only for customers submitting documents for the first time, and is not applicable to existing customers. Hollywoodbets runs promotions throughout the year for our customers, including deposit bonuses a minimum three times a year.
We will follow up with our team with regards to why your email has not been answered. We will address this.
Regards,
Devin
Hollywoodbets
Hi Jacelyn
Thank you for allowing us to investigate this.
We have pulled the recording from the conversation you had with our agent.
Our agent clearly tells you that the FICA bonus is only for those customers who are submitting FICA documents for the first time. You do ask her "and what about the second time?", to which she replies - it is only for the first time.
You mention that, this is not what it says on the website. Our website terms and conditions clearly state:
"Persons who have signed up but have not yet submitted FICA documentation can also participate." We have looked at your account, and we see you have submitted FICA documents before. Therefore you would not qualify for this promotion.
You do say that you will take it up with the customer relations department, to which our agent gives an agreement 'ok', and the conversation is ended after that. We believe our agent was polite, and did not provide a poor service as suggested. Our agent could well have reassured you again that it was only for customers submitting FICA for the first time, however, as mentioned earlier, she had explained the promotion in a polite manner.
We have tried numerous times to contact you on the number provided here on HelloPeter, as well as the alternative phone number on your Hollywoodbets account, but unfortunately we have not got through to you.
You are a valued customer, however this promotion is only for customers submitting documents for the first time, and is not applicable to existing customers. Hollywoodbets runs promotions throughout the year for our customers, including deposit bonuses a minimum three times a year.
We will follow up with our team with regards to why your email has not been answered. We will address this.
Regards,
Devin
Hollywoodbets