Review Time
I have verified my identity with sumsub several times in the beginning. However, my last two verification attempts at rubysweeps.com and goldslips.com have failed even though I uploaded the same valid ID that was verified successfully before. Not only that I failed with a valid ID, the websites informed me that my accounts are now banned/blocked because I was flagged as being on a blocklist provided by sumsub. I have tried reaching out to sumsub to find out what is going on and to try to clear the matter up. But their support is absolutely unprofessional and difficult to even communicate with, because they keep failing to address my problem and then try to shift the blame elsewhere. But I have confirmation from 2 different websites that tell me I am blocked because sumsub essentially told them I'm on a blocklist for reasons never even explained to me. This is such bs nonsense... just to try to resolve this I now to have file complaints wherever I can just so that they will take it more seriously and respond appropriately.
If I could give Sumsub 0 stars I would without question! I got an email yesterday saying my company couldn't get verified when I got my confirmation letter from a rep prior saying I was verified so it doesn't make any sense! And in the email, it says they don't need to provide a detailed answer on why I wasn't accepted! I've been trying to purchase plan and get everything set up for over a month, with days in between answering a lot of the times. And when I do get an answer back, most of the time they don't even give a clear and concise answer. Or they don't even give the correct answer and send a reply that doesn't even really pertain to my question! They say it's maybe not what I need, but I know it is because Sumsub has a AML/KYC program for customers to go through and that's exactly what I need. Sumsub said a little over a month into trying to get my program and everything setup that I need a money transmitter license when they could've just told me that in the first place! And when I asked is it possible I can become a member without a license they never answered back! It's crazy you even have to have a money transmitter license to be a member when someone has to build networth in most cases first before they could even get their money transmitter license the legal way. And on top of it Sumsub doesn't even offer 1:1 and faster responses to basic or compliance members unless you become an enterprise member and shell out $10k at one time! And there's a possibility someone might not get accepted because only certain people qualify for enterprise! I mean if I'm paying 300 something dollars a month I dont think that sounds to bad to ask for! Basic and compliance members could at least get a 1:1 to setup and make sure they know how to work it! Even if basic and compliance members still couldn't get at least one 1:1 there should at least be lengthy and detailed videos on how to exactly set up everything, the different ways you can set up program, and make sure you're in compliance. But instead, we get link, after link, after link through self-service on how to set up different things in program when most of the time people who need this program don't really have the time for. And the short videos on YouTube don't really help at all! And having to go back and forth with customer service with days in between answering through email trying to figure out how to set up everything is ridiculous! This company wasted my time for over a month! Seems like they dont even care about their customers at all unless you are a well-known company worth at least a couple million dollars! Basic and compliance members can't even get decent support through email most of the time, which is pathetic for a financial company like this! Even when I do get my money transmitter license, I would never consider coming back to Sumsub or recommending it to anyone in a million years unless Sumsub changes some things!
I have been in situations where I needed to verify my identity with your service more than twice and it very terrible which I have to give up on verification because you didn't support the current Nation 🪪 of my region which NIN and also your service is very poor connecting my camera your website is another problem for that reason 👎
Sumsub would be a great company if they had proper human support that could address various issues. Time goes by, year after year, and the problems remain the same. The biggest issue is still the service support, which, apart from some trivial automated responses, is essentially non-existent. Most good companies have support agents who genuinely want to understand the situation and can help. But this is not the case with Sumsub for now. I hope that one day the situation will change, and there will be fewer issues with verification. I also hope that Sumsub will be integrated with some local systems and international systems. Unfortunately, it is not yet possible to completely replace the state with neural networks.
This is the worse one to choose for any company for ID verification. Any company I needed to verify my KYC that uses this piece of rubbish company, failed me. I tried my Driving license, my Passport. Always is the same. I don't get it why the good companies use this rubbish system to verify the KYC on the first place.
I contacted the business with the number provided on Google. A lady answered, with no introduction mind you. I requested to speak to the recruitment team as I wanted to have an informal chat about a job vacancy. She informed me there was no one to speak to about recruitment and told me “find their number”. I told her there were no other numbers other than the one I am calling. I asked for an email address to which she responded, it’s private I can not give you an email address. She then told me to go on the website “or wherever you found this number” and look for their contact. I again reminded there there was no other number if she can direct me in the right place I would appreciate it. She then processed to huff at me and said “look I don’t know what you want me to tell you, I can not help you’ and cut the phone on me lol. You honestly can’t make this stuff up. What in the name of poor customer support is that?
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