binyamin M.
unacceptable service
My experience with covercy was extremely bad and unacceptable in any standards, and especially for ones required with sensitive payment matters. On Tuesday Jan 10th I initiated a business payment but not only it took 10 days to arrive I had to go through much aggravation, frustration, stress and daily calls due to Covercy bad service and lack of professionalism. This what happened: after I initiated the procedure it turned out my docs were messed up- I obviously understand they need to comply with the law and accepted this so I called them the next day and uploaded a certain doc which they asked and confirmed ok with them over the Phone. However it turned out that this was not sufficient afterall, which is also ok (the rep said later that he only checked the doc and not the complete account, which is also ok it can happen and I have no problem with that). The problem was that no one informed me that there was still a problem while I was waiting and anticipating 4 days for the transfer to arrive to my business party. I only found out about it after I called them myself. On Tuesday. They said I'm correct and they apologize for the bad service and will compensate me but I explained the urgency of this transfer and all I asked is to get it done. So I sent them the remaining docs and they approved the next day. It was already Wednesday (ie one week into the process). So I explained again how urgent this was and asked for their immediate assistance with this. The rep said the transfer is the responsibility of a different department but he will ask them to do their best..? What I expected to hear given their delay is that they take full responsibility and they will make sure they execute it immediately the same day (it was noon so plenty of time). Whatever he said he didn't give me the confidence that it is now being handled with top priority. Needless to say the transfer still didn't happen even the next day and I incurred financial damage due to the delay. Again I called and the service manager himself promised me black on white that the transfer has already been made- however it hasn't! (transfer didn't arrive and no automatic message from Covercy system sent to me). I got the message and the transfer only on Friday! Very late and after much stress and aggravation and financial loss due to the delay. So there have been 2 times where Covercy performed really bad. But there is something even worse: at least 2 times when I called really upset and said that I felt like an hostage so instead of taking responsibility and calm me down they "downgraded" and scorned my feeling which made me more angry (I'm a very calm person and never had such experience with anybody). The worst part they said that if I'm not going to calm down they will hang up the call! This what happens when you do business with small and unprofessional company. I agree that such service is much needed and could have been wonderful to have and it's a shame its not. They like to present themselves as sophisticated and helpful but in reality they are mainly unprofessional and arrogant people. By the way- no one ever called me back to offer the compensation that they promised several times- not that I'm looking for one just making a point about their service.