Wait times

[Testiclays]

I’ll start by saying this isn’t a complaint - I realise this is a very busy time for Freetrade and they have to be allowed time to scale up appropriately.

That said, I’m just wondering if there is any indication on how long we should expect to be waiting for a response on the in-app chat? I’ve had a request open since the 1st which hasn’t been seen yet so just hoping for a rough timeframe on how long people are waiting on average?

[Doyin (Doyin Sogbesan)]

Hi, welcome to the forum

Sorry for the delay and thanks for understanding that we have had a surge of new customers causing response delays, but we’re making good progress in catching up on messages. We also hired a team of temps to help us.

It could take a few days, we appreciate this can be frustrating, and appreciate your patience.

Update: Customer support and the forum

Hi everyone As you know, it’s been a whirlwind couple of weeks in the stock market. As a result, we’ve seen a huge spike in new customers to Freetrade, and a corresponding jump in inbound customer support messages. To deal with this as best we could, many of the company downed tools and began to help on the backlog. We also hired a team of temps to help us. Although we are making good progress to resuming our usual fast response time, While you’ll still experience some delay in repl…

Best,
Doyin