Struggling with 2 step verification issues: any advice?

arielfg
Visitor
3 0 0

Ticket Number: 45146206

 

It's been a week of going back and forth with advisors/verification team who seemingly do little to nothing.

 

The first advisor I spoke to was able to create a ticket and logged our conversation directing me to the right department. I sent them my ID as requested minutes after they contacted me, I received a confirmation email stating that they would review my ID - which was five days ago. I've spoken to seven advisors in total, with one of the advisors who was able to provide any help by raising my case to high priority and has kept in touch with me. Prior to speaking to the seventh advisor; The sixth advisor I spoke to (who was kind) which informed me that my case would be resolved in hours, comparing the the resolution time to related cases, he also informed me that he would raise my case to high priority - which he did not. That chat was logged Friday, January 26th.

 

I've sent emails to Shopify Support to no avail. Each time I speak to an advisor I have to restate the issue, all my information, and provide security detail which almost always comes to no resolution; with the advisors stating that the verification department is separate and they are working diligently to resolve my issue. I requested to speak to a supervisor or a way of contacting a higher up, but the question is merely brushed past. Shopify is a great platform, but the customer service is poor and inefficient, thus being the reason why I've created this discussion post. It's ridiculous that I even have to go to this measure to receive the assistance I need. Tip for anyone with an issue, don't go to the advisors because they will send your problem to support which they will take their sweet time: just make a discussion post. Seems like the advisors and support staff have had an issue for some time now with the efficiency of their service but it's something that corporate doesn't care to address. My chats are logged in two emails both of which are associated with a Shopify's account, but linked to the same ticket number above - for more information regarding my issue. I would attach files for further proof but the only files they accept are CSV which is an excel sheet and MP4 which makes no sense. Please review my ID and remove the phone number as requested.

 

I would like to take a moment to thank my first advisor and seventh advisor for great customer service, I really do appreciate their help and I appreciate sixth for being kind and logging our conversation. It really isn't the advisors fault but, the fault of the support and verification team. 

 

Thank you for time

Replies 2 (2)

arielfg
Visitor
3 0 0

Still waiting on a response/resolution to my issue…

arielfg
Visitor
3 0 0

Issue was resolved on 02/06/2024