Terrible Customer Support

[Westminster]

We have a store front that had an update with our bank at the end of May. The bank account seemingly had an extra security feature stopping Shopify payments, but this was resolved. I have now logged multiple tickets to try to get Shopify to process our pending payouts, and they will not do it. The most recent encounter I had with support, the associate, Rishabh, was very rude and dismissive. When I told them about how this is now another contact Im making for this issue, the gave me one generic answer and hung up on me. I may even start reaching out on social media to get this resolved. The associates I speak with all say they are escalating the issue, and yet the tickets just sit there. We do not want to have our legal team involved, but we will if we have to. 

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[Ollie]

Hey @Westminster.

Thanks for reaching out and providing that context.

Looking into this, If you have spoken with our live support about processing the pending payouts and you have been informed that the issue has been escalated. You will need to allow the corresponding team to review the contents of the case and reach out to you accordingly. With that being said, we do not have any internal access to store or account-specific information from the Community forums. However, I encourage you to keep an eye on your inbox for a response from our escalated team.

Let me know if you have any questions. 

[Westminster]

Hi,

This situation resolved itself, since I had a refund I was able to manual process, which triggered the rest. I did allow time the team time to review contents, and they assured me they would get back within 24 hours, and never did. The whole point of me posting on this forum or even reaching out via social media, was that your own support staff were not responding to the tickets after days and days of waiting. Then, when I try to access the live support, they tell me the same old nonsense or even get rude with me. What is the point of escalation when it means virtually nothing in your system and the customer still waits days or weeks or longer. There is no phone line to speak with anyone, and there is no chat line direct to which ever department I need, in this case billing/payments, so I have to wait until someone gets around to it. I understand you do not design the support system's structure, but rather just have to work within it, but there seems to be very little effort put into fixing the problems. More support staff are just giving pleasantries. 

[Westminster]

We are now being told, more than 2 weeks after the initial ticket was made, and now after the issue is resolved, that "Colm" who is supposedly an Account Security Specialist, has gotten involved and put a hold on our payouts again. This is ridiculous. Shopify does not respond for weeks, and now that its resolved, you undo the fix we made. This is some of the worst customer service I have ever experienced. The hold needs to be removed ASAP and the bank information should not be touched. Someone needs to respond or email me directly within the next day.