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How Do I Find out a reason for account suspension?

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Community Guru
Heather H Member Since: May 9, 2011
1 of 5

Once again I have had to verify my identity, which I don't mind and this happens every month or two. In each previous instance, there was simply a "restriction" that stayed in place until the usual verification steps were complete (ID upload/Bank Statement/Video). This time, however, a suspension was listed along with verification request. I complete those steps within an hour of the request as usual. 

 

I got the notification that the verification was completed and accepted (as usual), however, there is still a suspension with no listed reason. I have already sent a ticket, the only thing they say is "yes it's verified, but we need research". 

 

When I ask about the reason for the suspension or what needs to be researched I get stonewalled. 

Moderator
Avery O Moderator Member Since: Nov 23, 2015
BEST ANSWER
2 of 5

Hi Heather, 

I apologise if this has caused you any inconvenience. I checked your recent tickets, and your account, and can see that the team has escalated Ticket# 26196297 for further review. Please be assured that the team will reach out to you the soonest once they have fully reviewed your account. 


-Avery
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Community Guru
Heather H Member Since: May 9, 2011
3 of 5

Thank you for your reply and additional stonewalling. My post here and also my question in the ticket everyone is avoiding is WHY is there a suspension.  All suspensions have a reason, it is common policy to inform an account holder of the reason. 

Community Guru
Heather H Member Since: May 9, 2011
4 of 5

Avery O wrote:

Hi Heather, 

I apologise if this has caused you any inconvenience. I checked your recent tickets, and your account, and can see that the team has escalated Ticket# 26196297 for further review. Please be assured that the team will reach out to you the soonest once they have fully reviewed your account. 


I am not sure what to do, after posting here, "Grace" sent me a message via the ticket/email system, which I replied to, then nothing. Today I asked for an update and a completely new person asked the exact same question (obviously cut and paste), without even bothering to see that I was already asked and answered the exact same question!. Of course, again there is no one to be found and I am getting very frustrated. Anyone who is able to view the ticket ( #26196297), can see the whole conversation thread, I am not sure why they don't actually ready anything before sending a canned reply. 

Moderator
Bojan S Moderator Member Since: Mar 9, 2018
5 of 5

I'm sorry to hear about the inconvenience this caused, Heather. 

 

I'll go ahead and follow up with the team regarding this and you can expect one of our agents to reach out to you directly with an update as soon as possible.

 

Thank you for your patience.

~ Bojan
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