In app (priority) LiveChat temporarily switched off

It’s just a matter of days before they will remove support by mail too and ask you to contact them only using a carrier pigeon or putting your help request in bottle in the hope the sea will bring it to them.

Worse support ever.

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You are urging us to promote Curve to friends and colleagues and yet you have withdrawn the support function from the app. Please explain how I’m supposed to ‘sell’ the card/service in this state.

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Hey guys, just a quick update - we’re really close to getting back to normal (and even better than), thanks for bearing with us while we’ve made this turnaround. We hope to work with you and make your future experience amazing!

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Hmmm… this started at the beginning of August and is ending at the end of August/begin of September… Sounds a lot like a summer holiday…

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Just a little update

Another update

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New chat = wife has started a chat this morning to change her name since we got married last month. Robot that talks to you first was frustrating. She finally was able to type out what she was messaging for to be told to wait up to 48 hours for a response?! How is that instant support? That’s the same speed as emailing, which so far is shocking as I’m 23 days into waiting for a solution to the new rewards system.

Something needs to change here. Pull out of releasing in the USA. Focus on what you’ve got now and fine tune the product. I’ve used Curve solely for 3 years now and it’s never been like this. My wife is fed up of the lack of service and the issues over the past 12-14 months. I’m getting fed up now. I’ve referred friends and looked a muppet as it’s gone wrong. I’ve not had any responses to my issues other than ‘it’s not worked, but we are looking into it’ - why was it not tested fully before releasing? Why are we at this point where nothing is going right? I’ve invested twice into this and I want it to succeed, but I’m slowly starting to believe in the product that I so believed in 3 years ago. I push everything (apart from direct debits) through Curve. £1500-2000 a month. I pay £14.99 a month subscription. And this is what it’s become. I’m disappointed. You can’t say the lack of support is from the pandemic. I got more during lockdowns then I have had in the past 6-8 months. My customer service team at work have worked remote for 2 years and have done fine. A customer service front that’s based solely on chat/messenger or over email does not need to be office-based - so what is the issue? Why do we, as investors/community supporters, not get the full picture? Why are people left to wait. I ring my bank 24/7 if there’s an issue. I can chat to them 24/7 if there’s an issue. I get to speak to someone 24/7. I appreciate Curve is not a multi-National, multi-billion pound bank, but if Monzo can offer it, why can’t Curve? If Starling bank can offer it, why can’t Curve? We see the reports of how much Curve has generated over the year, so where is that being invested? Why not in Customer Services? The SOLE of any business.

I’m sorry this is long, but when you have a passion for something, you let the pen hit the paper (or in this instance; finger hit the touchscreen keyboard!)

Thanks

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May as well have just left it off since migrating, no-one bothers replying!

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Amen. 2 separate chats spanning 8 days and no reply. Just want to downgrade my account (which the app won’t allow me) and so far I’ve spoken to just a robot previously and now that robots not even responding.

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Just seen this thread… Been on for help tonight and no live chat available - been told to wait 48h. Metal user for 3+ year. Not good enough.

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The previous chat was fine. Simple, effective and modern. In fact, it was spot on. Never did I have an issue with speaking to someone and at times it felt more ‘personal’ with the slight change to usual robotic-responses and some slight laughter whilst resolving my issue. This new chat looks dated, difficult to find (if you are new) and does not notify you of a new notification.

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Hi Curve team,

First of all, must admit I haven’t used the in-app chat feature for a long while, therefore I’m not quite certain if the premium support for Metals is discontinued. (I beg your pardon but sometimes I don’t read T&C updates carefully.)
But a question has now appeared which requires your kind assistance. When I opened a relevant ticket and waded through the robot menus to describe the problem, I ultimately failed waiting to talk to the Curve rep. I used to get connected in a few minutes back in the day, and this was amazing. Instead, now I receive an autogenerated message asking me to wait for 48 hours.

Is this experience somewhat permanent from now on?

Regards.

UPD. Apologies for opening a brand new thread for this problem, haven’t looked up for it. Thanks for merging, will stay here to track.

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Sent this response today since nobody at curve seems to care and since how have had no response to my ticket raised on Sat PM (Metal user).

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See @Mattia closed your thread and merged to here.

It’s not at all @Mattia fault of course but given that in her message said they would be turning it off temporarily on 12 Aug and it is now 16 Sep this is quite frankly unacceptable and Curve should be issuing a further update with a timeline as to when it will be restored.

19 days since the ‘we are nearly back’ update. You (Curve) are shooting yourselves in the foot. This level of support is unacceptable. You need to provide a realistic resumption date for in app chat. There are too many ‘coming soon’ promises with little or no updates. Stop inventing new features and fix what’s broken!

Engagement from Curve on this forum seems more and more minimal these days.

I have been with Curve pretty much since they launched to private consumers in the UK, either as legacy black and lately metal.

I get they want to grow but the focus seems to be inordinately at the moment on new customers and features, at the neglect of the basics and, more importantly, of longer term customers whose support has helped get them where they are today.

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Couldn’t agree more.

It’s been 22 days since any formal reply here - which either indicates they are totally over-run and can’t cope or they don’t care. Either way this is not a good state to be in if you are trying to expand your client base. Even a ‘sorry for the delay’ message would be better than nothing.

I can’t in all honesty recommend Curve at the moment which is a shame as I want them to succeed.

The “we are experiencing high volumes” wears thin too after a few weeks.

A short period is fine, but if it persists it means you are understaffed.

Part of me wonders if Curve is distancing itself from this forum, with a view to shutting it down. Maybe it’s become a distraction or an inconvenience to them?

Curve’s CEO kind of admits they are indeed :point_down:t2:

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Do we have any idea as to when service will resume? I haven’t had any cashback to my selected retailers in 2 weeks. I messaged start of the week and heard nothing since… so I’m paying for something that’s not happening!

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