#dan-classfit_api

1 messages · Page 1 of 1 (latest)

limpid ledgeBOT
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indigo sinew
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👋 happy to help

lethal whale
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Hi Tarzan

indigo sinew
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I will try to find your open ticket

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please bear with me

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please remove the names of the people that you are working with from your message

lethal whale
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Sorry done

indigo sinew
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thanks for your patience @lethal whale

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I've just looked on the status of your ticket and it seems that the internal team are still investigating this, unfortunately I'm not aware of how much it would take to get them back to you but I can reassure you that we have people working on this as we're speaking and someone will get back to you shortly.

lethal whale
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They get back to me every few days to tell me no progress, or most recently, tell me what I told them in my first email to them like this was their big breakthrough. From what I can tell we are bleeding money daily while they make no progress on this. I've asked both the agent and my account manager for the escalation process several times and it's been ignored by both. Is there an escalation path you can provide please?

indigo sinew
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I hear you and as I said, as we're speaking we have people working on your issue. I'm not sure whether contacting your point of contact at Stripe would help to be honest, but you can always try

lethal whale
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I have. 3 emails now unanswered.

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16 days into the ticket wit more money being lsot each day.

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*lost

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I'm sure everyone feels this way when it's them, but 16 days seems an awfully long time to have made no visible progress on an issue which is losing money while time progresses.

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And the agent communicating seems to have little to no understanding of the issue itself.

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Which is why I was hoping speaking to the team actually looking into it might accelerate things.

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But nothing you can do your side/

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?

indigo sinew
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I do hear you and I don't want you to feel disregarded in any way shape or form

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unfortunately I'm not sure that I could anything for you at the moment, I've already reached out for the team working on your issue, and I see that they're working on it

limpid ledgeBOT
lethal whale
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OK, well I wouldn't be doing by job if I didn't escalate this in every way I could. So I appreciate your effort. I've just lodged a formal complaint on the website too.

indigo sinew
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Apologies for the confusion, @opaque shoal wasn't aware of the situation, I'll keep this thread for now

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@lethal whale I reached out to the escalation team as well as the product team that are working on your case. That's the best I could do to help you out which I really do want and I feel your frustration and understand it

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I hope that you will get your answer as soon as possible

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please accept our apologies and we don't want to disappoint but you can also appreciate that sometimes things take longer to be handled than we would love/expect them to.

indigo sinew
lethal whale
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I don't mind if things take longer. I run a tech platform I totally get it. What I think is fair to expect is quick and clear communication that let's the customer know that you're on it and understand what the issue is. 16 days later I'm not sure the agent I'm working with has any more idea than what I told her on day 1. That's my main concern.

indigo sinew
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I hear you, and I've communicated your concern internally.