Review Time
I was hesitant about using the online chat for assistance with a somewhat complicated share management concern. However, I was pleasantly surprised by how well the virtual agent handled my questions and offered the guidance I needed to move forward. There were a few delays in my replies, but the agent effectively connected the dots and responded appropriately.
The representative from the support team was very patient and helpful, unlike several other staff members who kept transferring me back and forth between departments. The bereavement team should be well-versed in all aspects of shares and how to assist grieving clients. This is an incredibly tough period, especially when shares are not fully understood. Compassion and expertise are absolutely necessary in this field. Unfortunately, several employees lack these qualities. I would not advise reaching out to them during a bereavement; it can be very stressful!
Utterly incompetent service. A few weeks ago, I heard from an industry expert that this company has a poor reputation, and those who engage them merely hope they don't mess things up. Initially, I found that hard to believe, but after five weeks of interaction, I see how accurate that assessment was. On three separate occasions when I called their support team, I was incorrectly informed that they were not the transfer agent for the company I was inquiring about. Each time, they were mistaken. They also have my mailing address wrong and refuse to correct it. I sent them all the necessary details for the address change twice. The first time, they claimed they never received it (which is untrue), and shortly after, I received a generic letter stating they couldn't locate my account (due to their significant incompetence). I have no confidence that my second attempt will lead to a successful address update. There were additional issues that this company mishandled, but this is lengthy enough already. They responded here indicating they would investigate, but their failures seem so ingrained that I am skeptical about any real improvement. It feels like they either don't care or are unable to enhance their service.
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EQ provides expert shareholder, pension and remediation to help our customers around the world succeed.
Our vision is to be a leading global share registrar and transfer agent, offering complementary services to our client base.
