I’ve asked in the chat for my address on record to be changed and for an activity statement to be generated (for 2019-20 tax year). That request was put forth over a week ago now, and I’ve only gotten a single reply last Thursday (5 days after request was sent). Both tasks remain outstanding as I am typing this, and customer service has yet to see my replies on Friday and through the weekend.
I am not a PLUS member, though I have been considering it along with transferring >£100k SIPP into Freetrade, though this entire ordeal has put me off. Needless to say, the customer service response time, PLUS or no PLUS, are flat out unacceptable. I can understand waiting for hours, but waiting literally for days/weeks to get basic stuff done - which other brokers allow users to do on their own without contacting CS - is just a bad look for Freetrade. If Freetrade is OK with those customer service delays, then it should change the “typically replies in a few hours” to “typically replies in a few days / typically replies within a week” to manage expectations.