[supafamous]

Originally Posted by quasi

It's not so much the money, it's the principal. Am I the retard thinking this situation is fucked up?

That's fucked up and you're right to feel this way and you should pursue it pretty assertively. I've gotten pretty good at doing the "write the CEO" thing to get resolutions to this kind of stuff as I've worked on the other side of it in the past and know how escalations of stupid shit get handled.

I had a problem with Wealthsimple earlier this year and here's what I wrote (hopefully it's useful):

Initially responded to the support rep:

Hi Kingsley,

I know you’re jumping into this after a lot of emails but I feel that I'm being blamed for this process not working when the error lies entirely with Wealthsimple. Let me recap the events (all of which are in the email threads I’ve had with WS):

Jun 13 - Bennie sends me a Docusign form to complete which I complete and I’m told that the back office team can’t find my document and I respond with a copy of the completed doc that I had. I include my wife’s information on step 1 of the process but there is no fields for me to get her to sign or enter her information.
Jun 19 - I sign for a second time and resubmit my driver’s license as the original version was expired (attached). I inform Bennie that my wife received nothing to sign.
Jun 20 - Bennie informs me that my wife also needs to sign the doc and I tell him I tried and that there’s nothing in the form for my wife to fill out so I can’t do as he asks. I cc my wife on the response so that Bennie can send her the doc for signing.
Jun 25 - Emmer sends new forms for us to sign. We both separately sign on Jun 26 as that’s what is sent to us. (Forms attached)
Jul 7 - You tell me that my wife has not submitted her form and it appears you don’t have mine either. I’m also informed that because we signed separately that this won’t work.

So...

We’ve been sent the wrong forms 3 times so far and twice the forms have been lost by WS and we’re now 3 weeks into the process. During that time I did tell WS that the forms were wrong (my wife was not being notified or given the ability to sign) and it still went wrong.

I hope you understand how I’m REALLY frustrated that WS keeps sending us forms that are incorrect and then keeps losing them. This experience has been so poor that I’m seriously considering moving my entire portfolio to another provider.

Is there someone (yourself or a team lead/manager) who can ensure that we get the proper forms to sign, will follow up with the back office to ensure they have it, and get the application submitted correctly?

My response was written knowing that I would escalate it to the CEO so I then forwarded the thread to the CEO of WS and added this:

I’m a customer of WS and am having a really hard time with your Support team on a matter. I’ve been passed around by 3 reps over 3 weeks and errors continue to be made on what should be a simple completion of a form. I’ve just responded to the latest rep with a recap of the timeline of events as I feel I’m being blamed for a broken process and incorrect training.

Can someone on your team help ensure this request is handled correctly on the 4th attempt?

I had someone in 2 hours pick up the case who promised a fix in 24 hours, I was compensated with a $250 credit, and they sent gifts to my wife and my kid (Dr. Seuss book set) as an apology.