Gil O.
Terrible service
I had a small problem, I just had to know how to issue some document they requested. I tried to contact their customer service to get some help, then my awful experience began. The service was terrible. They were completely unreachable on phone (why do you publish a number if no one is there to answer?) I couldn't get a simple explanation for how to solve the problem, the answers I've finally managed to get was completely incorrect and actually was contradicting each other. No one bothered to explain what happens next and for a long time, I couldn't even know that my money is safe! The issue was finally solved only after I contacted my broker that happened to know someone that works there. No need to mention that no compensation was given. This was some minor issue that only makes me think, what if it was a bigger one? what if I didn't have this kind of personal connection?
Response from CovercyJan 5, 2018
Dear Gil, We strive to give the best customer support and care to every one of our customers, and complete transactions within 2 business days. We are proud of abiding by that standard in almost every single transaction we have helped complete over the past several years. In this instance, we simply didn’t live up to our own high standard and must sincerely apologize. We have been trying to reach you over phone in order to learn more about your experience and how we can improve ourselves, but unfortunately had no success. If you would be so kind, please do reach out to us at [email protected] so that we can schedule a time to speak. Many thanks in advance