I have been with freetrade for about 5 years with no real issues but then no issue to complain is no need to contact support until recently. Two weeks ago they sent me an email requiring me to update my id through their app which I promptly did, it initially said it would take a few minutes but I received a reply "we have all the info we need sit back we'll be in touch within two days" at which point I was locked out of my account, that was over two weeks ago. I have sent multiple emails to support and complaints and have not had a single reply back to any email to say why, other than a reply bot saying "we have received your email someone will be in touch within 3 days." What a joke that turned out to be. To say I find this treatment appalling is a huge understatement. I have not had acknowledgement that they are processing my id,questions or complaint or even if they are still in possession of my assets. Two weeks without a single message to say what is going on and why the delay is a downright failure in my book and I will be using ever single tool at my disposal to get an explanation for this behaviour and treatment of what should be a valued customer, you have been happy enough to take my annual subscription ever year and now be treated like this at the first occasion is disgraceful and disgusting.
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