User:Woozle/Simple Banking

Dialogue with Simple Banking on Facebook via Facebook Messenger:

2018-03-14 (Wed)

1:23pm - me to Simple

Can I get customer service help? (This was selected from a list.)

Trying to set up an account -- I've submitted three sets of identity documents so far, and they've all been rejected with no details other than basically "RTFM". I shouldn't have to guess what the problem is. How can I get something more specific?

3:15pm - Simple to me

Dang, I'm sorry to hear you're running into trouble with this! Due to strict privacy and security policies, I actually cannot look up, speak about, or confirm account or application specifics on social media platforms like Facebook.

I would definitely recommend giving us a call so we can look into this for you! We're here answering phones from 8 am - 6 pm CT M-F, and Saturday from 9 am - 4 pm CT.

-Ash

2018-03-15 (Thu)

8:05am - me to Simple

I have severe phone phobia, so that's... an obstacle. Do you have an email address I can use, or could I possibly authorize you to speak to a third party? Thanks.

1:28pm - Simple to me

I'm so sorry to be the bearer of unfortunate news here! The only way we'll be able to suss things out is via a phone call. I know that's not the answer that you were hoping for; I just want to make sure we're being transparent.

When it comes to a third party speaking on your behalf, we can see what our options are! Give us a ring with both you and a third party on the line and we'll take it from there.

888-248-0632

^DH

3:27pm - me to Simple

I cannot be on the line, as that triggers the phobia. Can you accept texts (SMS) at that number? May I have contact information for whoever made the decision not to provide any other options?

8:00pm - Simple to me

Hey Woozle- Our support options for application or account specifics are support messages through the app, or a phone call at 1-888-248-0632. SMS text messages aren’t available for communicating with support. There’s not a way to contact Simple teams outside of customer service, but I’ll pass your feedback along to the right team. We do want to help, and are here for you if you can reach out over the phone. ^AC

(minutes later) - me to Simple

If I could use the app to communicate, that would be awesome -- but it won't let me do anything except upload identity photos until the identity photos are accepted. (Same as the web site, really.)

Please do pass on to the appropriate people that this system is kind of bad design. Simple has my contact email; there's no reason they couldn't initiate dialogue that way. Or make the confidential messaging system accessible before documents are approved. Or after, say, the third attempt to submit documents, bump up the submissions to someone who is paid enough to take more than half a second to look at them and actually note why they're inadequate, rather than just telling me to "read the guidelines". I really don't like guessing-games, and I'm sure a lot of other people don't either. ...or, really, all three of those things should be done.

2018-03-16 (Fri)

10:43am - Simple to me

I'll pass your feedback along! Thanks for taking the time to send over your thoughts. I'll make sure my team is aware of your concerns. ^EM