Horrible Customer Support

[lmccoy6]

Can I please receive an actual response regarding my account being locked I no longer want to work with you guys at this point I would just like my domain I paid for but apparently I can’t receive that neither 

[Victoria]

Hi there, @lmccoy6.

Welcome to the Shopify Community, and thanks for posting your feedback.

We're sorry to hear you did not have a positive support experience. I'll do my best to gather a bit more information on what happened and guide you in the right direction.

Are you able to share a bit more context regarding your account being locked? To confirm, have you already contacted our Support team through the Shopify Help Center? If so, are you able to advise what was suggested? 

[lmccoy6]

Victoria my store received a high risk fraudulent order so I canceled the order the next day I woke my store was locked I asked support why it was locked they informed that the internal team has my store locked and I would have to wait for an email regarding info moving forward with this issue, I received an email 7 days ago asking for info to verify my company. I provided all of my legal documents and inventory the same day. I have not yet to receive an update since then and chat support keeps telling me to wait for an email that I still haven't received I proceed with canceling my accounting hoping to make a new one which was then locked again. I requested that my old account be unlock to access my domain that was purchased I have yet to receive a response regarding that.

[Victoria]

Thank you for your reply and providing that additional context.

Rest assured, you've already taken the correct steps to contact our authenticated Support. It sounds like your ticket has been transferred to our escalated team. It is likely our escalated team is still reviewing your ticket and will reach out if further information is required.

While we don't have access to account information via the community forum, you can share your ticket # here so that we can pass along this information to our Internal Team for review. 

[lmccoy6]

7 days review is crazy when your attempting to run a business. I have customers who are looking to make purchases but can't because you guys need 7 days to verify my business which should've been done before the website was available to the world very much unprofessional. It's so bad that there is no one I can actually speak with that actually gives assistance to the issue, you repeated the exact same thing that has been said over the last 7 days. 

Ticket ID: 9aa7b8a7-446e-490a-aa2f-3e8a4f30f85d

[Victoria]

Thank you for sharing your ticket number. I have passed along this information to our Internal Team for review.

I can definitely understand your concern and the urgency to have this resolved, as I understand this is affecting your business. While the review is taking place, you can reply directly to your support ticket to ensure it reaches the appropriate team.