Hello,
I'm writing this in hopes to get my account dashboard issues resolved once and for all.
I have not had any real progress with the support team via email or socials up to now and it has been almost a week and a half since I raised my initial concern to you via email on February 6th as well as Instagram on February 8th. Your claim is that response times are quick between 24-48 hrs and that support is available between 9am-6pm EST between Monday-Friday however on most occasions, I don't hear from you for days at a time. And when I do, it is most certainly not during business hours. I have the email receipts.
Today is February 15th and the KYC on my dashboard has still not been updated even though I submitted my documents to you via e-mail over 3 weeks ago. On January 27th (same day I submitted), I received an email response from you indicating that my KYC documents were approved and they would be uploaded to my Dashboard once KYC was back online. It was your responsibility to take care of this. Again, let me reiterate that today is February 15th and I'm still waiting for this to be done.
In addition to the above, my latest funded account was activated 11 days ago on February 5th and between this time, I have generated a profit which I have not been able to request a payout for because the payout screen has been locked due to KYC not being updated. Again, you are making claims and openly promoting lightning quick/on demand payouts yet not providing your traders with the capability to do so is unethical to say the least.
I finally received your email response dated February 12th to which I responded on the same day. Let me again clarify that your back end technical issues (system side corruption, dashboard resynchroniztaion etc.) have nothing to do with me and should not cause a hinderance in my ability to operate this account normally. Especially since I paid a $399 USD fee to activate the account. On top of the challenge fees that I've paid as well.
Up to now, you have not prioritized my concern regarding the KYC or managed my
expectations in terms of when exactly this KYC dashboard update will be fully completed and when I will be able to request a payout through my dashboard. In your last email (ie. Feb 12), you indicated it would be done as soon as possible and that was 4 days ago. I have sent another follow up email to the team earlier today.
Right now, it feels like you're stalling and obtaining a resolution from you seems like a shot in the dark at best.
Never have I been put through such a stressful situation with any prop firm regarding a simple KYC profile update. Totally unacceptable business practice.
I signed up with Exodus because I anticipated a much smoother, faster overall experience based off of my own inquiry and reviews. Hasn't exactly been the case.
I have refrained from giving your team a negative review at this time to resolve this matter amicably and continue our relationship but I need a resolution asap. Time is of the essence. So much has been wasted already.
Thanks,
Rakesh Sathiarupen
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