Hey guys, I just want to jump in here to give some clarity.
Firstly, @AWUK welcome to the Community! We’re glad to have you here and glad that you’re sharing your feedback on opinions with everybody - it’s appreciated as it helps Curve make improvements
I can assure you that our support team are never deliberately ignoring you. They’re seeing a huge increase in messages at the moment and are doing their best to work their way through them all. Different messages are prioritised such as fraud and emergency situations (along with others). Then, the team mostly work on the oldest messages first as they want to get back to the people that have been waiting the longest.
When you submit multiple messages, you get added to the ‘queue’ again and it mostly just delays your response even further. So as @Mattia has already advised, please do not spam the team. This won’t speed up the process for anybody.
I completely understand how frustrating it is, I’d feel the exact same if I was waiting for a response too. But there are other options in urgent situations to get through to our team. You can call them using the number on the back of your Curve card. If somebody is free they’ll take your call, if not they’ll follow up with you.
You can also send them a DM through @AskCurve on Twitter or send a message on Facebook. This will go to our social team who can’t talk about your account there but they can check that your message has been received and also answer general questions that aren’t related to your account.
Also, our Customer Support Managers are making changes all the time to try and improve the response times - feedback like yours helps to prioritise this even more.
I know this doesn’t help the situation right now as it’s still an issue. I hope this provides some clarity on how everything works on what we’re doing to improve.