Ron C.

I have the worst customer experience handled by Instarem. There are multiple reasons why I don't want to use their platform anymore.

They don't have any phone support.
When you use the chat support, you need to mention that you "need a live agent", before you can speak to a live agent. To those who are not computer savvy, you'll get lost.
I contacted them asking for assistance, I was disconnected twice. And suddenly you are speaking to another agent, without knowing. They will disconnect most especially if you are upset. TRAIN YOUR AGENT!
I was given the wrong information many times.
There are limitations when adding a beneficiary.
I contacted them how they can help me remove or update the beneficiary, then don't have the capability. What if those beneficiaries are no longer available, so how can you use the platform. ISN'T THAT STUPIDITY RIGHT? So in short, stop using their platform. That's what they are telling you.
I contacted them, asking if we could update the beneficiary, they couldn't help. I was advised to open a new Instarem account, so I created one.
After creating a new account, I have waited for 3 weeks to a month to finish the verification.
I am sending them multiple follow up emails, yet none respond.
Then I need to contact them again, through the louzy chat.
I was disconnected again.
Then someone called me, ask if what account I would like to retain - and i have provided that information,
I followed up with them again, then asked the same questions. I told them that I have provided those information already. Yet they don't have the record.
Then I informed them again.
They closed my old account, yet the new account remains under review.
Then I followed up again. Until I received information that I could not open a new account, and use the old account instead. Knowing that they have closed the old account already.
I asked them if you are going to open my old account, how can I use it, since the beneficiaries could be of no use? They could not give a direct answer.
It ended up that they closed the new account, and reopened the old one. The question is, WHAT IS THE USE OF REOPENING IF THE BENEFICIARIES ARE NO USE TO ME?
Even the manager has no answers to me.
I was given different reasons and information.
The survey link that they sent isn't working, coz they know that I will give them ZERO (not one star!) BUT ZERO IN HANDLING AN ISSUE AND CUSTOMER EXPERIENCE.
In the end, my issue is not resolved, no compensation for the damage they have done, and provided the worst customer service experience.
I am thinking of looking for a LEGAL ACTION of what they have done, since I have all the emails as proof of their NEGLIGENCE AND IRRESPONSIBILITY.