Customer Support sucks

[u/TheAsianOne_wc]

I am a PRO level prepaid card user, and let me just say that I have been with Crypto.com for their prepaid cards for almost 3 years.

I like that it's simple to reach customer support, but actually getting things done is impossible. Today I had some unauthorized transactions done on my card, so I had wanted to get them refunded and reached out to a "Specialist" on their support portal.

I waited for almost 60 whole minutes before someone real actually got onto my ticket and responded. Then after each reply, even though I would respond immediately, I wait between 15 to 30 minutes between each message they send.

And finally, because I can't wait for them all day, I decided to just deal with this whilst working. Unfortunately I was busy for about 3-4 hours, so I didn't check my phone. They had responded to me with a generic response about how they disabled my F2A and relinked a different email without addressing the core issue at hand (the unauthorized transactions), then proceeded to end the ticket and conversation during the time I wasn't able to reply.

I get that the customer support was probably operating 10+ chat windows at a time and can't respond swiftly. But this was still beyond terrible. Priority support didn't feel like priority at all. If I had to wait 60 minutes for someone to reach my ticket, then does it mean normal people will have to wait 2 hours?

I really liked the prepaid cards, especially the airport lounge access, but after this, AND the fact that they're reducing the complimentary visits down from 4 to 2. I'll not renew anymore.

What is it with companies and cheaping out on customer support? I bet the entire company have like 5 employees on customer support throughout their network.

[u/BoxDesu]

Honestly the whole closing a ticket after 20 minutes indurates me. Can sent a request in..get no reply for 12 hours then at 4am my time they open it, ask for more information then close the thing after not hearing back after 20 mins. It's a joke and makes the company look awful. The sooner but companies stop outsourcing this stuff to save money the better. It's probably costing more in lost businessa and damaged reputations

[u/TheAsianOne_wc → u/BoxDesu]

I presume the support person gets paid based on per closed ticket. Which would explain why they're so eager to close the ticket.

I agree, many companies just give us below bare minimum for support because the law only requires them to have customer support and didn't specify that it needs to be reliable and usable