Hello team - Iâm wondering if it would be worth changing the âtypically replies in a few hoursâ to a more reasonable timescale now that youâre increasingly more busy. Iâve been left on ânot seen yetâ multiple times now, sometimes for days at a time (the most recent one has been 24 hours, and is a very simple question - âwhere is my free share that shouldâve been allocated last week? I was told there was an error in a batch, but that the error had been fixed and all free shares had been allocatedâ.
Generally happy with the service, and for the most part its pretty quick to get a reply, but when youâre used to near-instant replies, its difficult to then have to wait days on end for a response.
Iâm pretty sure that notice is dynamically updated in relation to their actual response times. Iâm not certainly not guaranteeing that but thatâs my understanding. Hopefully they get back to you soon
I can imagine they are very busy⊠I mean Iâm still waiting on a response to a question I asked on 16th. âTypicallyâ doesnât mean âAlwaysâ
Iâve never had any issues or real time delays in the teams replies - typically first reply is within a few hours, then replies after that are within the hour
What time are you asking questions at? During working hours, I find the response times great, and if not then I usually get a reply early the next day.
In the couple of times I have used the in-app chat (during working hours), I have received a reply within one hour. So no complaints there.
My problem would be less the response times, and more the time that takes to action some things like a funds transfer between my GIA and ISA accounts. But this of course is not what this thread is about, and also it is expected to improve soon.
Hi, I am sorry youâve experienced a longer wait time.
We are hiring to reduce wait times and extend support hours for customers, however Monday to Friday during business hours you shouldnât wait this long.
Can you DM me your Freetrade email and iâll look into why this was.
