This email hit my inbox today, hope it gets resolved asap.
We want to be upfront with you – our customer support hasn’t been up to scratch lately, and response times have been slow. We want to explain what’s happened and what we’re doing to fix it, ASAP.
In August, we migrated to a new customer interaction system that will massively improve our customer support (and your Curve experience). It will be faster, simpler and more efficient. After successfully testing it, we made the move but alas – something went wrong. Thousands of old, resolved customer queries got mixed in with new queries that were awaiting a response. We had no way of distinguishing the old from the new, creating hundreds of hours in additional manual labour.
To tackle the issue, our customer experience advisors have been putting in overtime, we’ve borrowed resources from other parts of the business, and we’ve been actively recruiting to get ahead of the problem. But it’s going to take time.
You deserve better, and that’s what we’re going to deliver – swift, in-app resolutions, resolved within 24 hours. Sadly, we’re still a few weeks away from being at our dream state, but rest assured that we’re working around the clock to get there!
Lastly, if you’ve already raised a ticket, you won’t need to raise another. It’s not lost – just taking us a bit longer to get to it. Thanks for bearing with us while we transition to a smoother experience for everyone. If your query doesn’t require technical assistance, you may find a solution directly in our Help Centre section of the app. You’ll find it at the very bottom of the Account tab.