Moises Schulist I

"Account start-up issues"

Lots of growing pains with this company. Received a "pre-approval" invite to apply via snail mail. Applied, was approved, signed contracts with a notary who verified my identity, was told my card would be delivered in roughly 10 business days, then received a nondescript email 2 days later stating they are unable to verify my identity and my application was denied. Very confusing because I am who I say I am. After getting very angry and leaving a negative review here, (and a few hours later) I received a call from customer service saying that they manually went into my file to check what caused the error and reopened the account. I understand that most of this process is automated, but this ID confirmation thing is a recurring issue with many customers. Whatever part of your automation sends out that denial email needs to be changed. At that point a live customer service rep needs to be brought in to review the file and remedy any ID issues directly with the customer, NOT a sterile "canned response" denial email. Those types of communications should only go out after all attempts to resolve ID issues continue to show discrepancies. I **think** my account is now back on track, but I still feel somewhat sketchy about it. I will update this review once I actually receive a card, and I'm able to make purchases.

Date of experience: Mar 31, 2022

• Useful20
• Share