⭐ 1 Star – Onboarding Stuck Due to Poor Communication
We had a very frustrating experience with Airwallex during onboarding.
We completed the full application and prepared all required documents. The only remaining step was a compliance office visit by their Malaysia team.
Unfortunately, the assigned representative (Aqilah) rescheduled multiple times. Our team, including our CEO, adjusted schedules and stayed on standby across different days.
On one occasion, the visit was scheduled for 3:00 PM, but at 3:47 PM she only mentioned she was in another meeting. After that, there was no follow-up, no update, and no attempt to reschedule at that time.
Since then, messages have been seen but not replied to, and calls have gone unanswered. We even asked if there were any issues with our application, but received no response.
Our application is now stuck in limbo due to a lack of follow-through on a basic onboarding step.
For a fintech company, this level of communication and professionalism during onboarding is very disappointing and raises concerns about reliability going forward.
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