Joe User

Trying to get help with #pockit.com card from #helpatpockit.com Cannot get one human email. Raising issues here with their social media

[Joe User @JoeUser44678020]

@PockitUK Are other #pockit users having problems with their pockit card using 3d secure since ~May 10th ? Something changed in their system at this point. Used to work fine now broken, cannot make a purchase, no answers from #[e-mail]>month of emails.

[Joe User @JoeUser44678020]

@PockitUK Last time it took 6 months if I remember to get a human reply, which would be way outside of the regulatory framework. There were many complaints on here about it then. I would appreciate if you could send a nudge as requested in the DM.

[Joe User @JoeUser44678020]

@PockitUK Hi, trying to get hold of Pockit. It's the usual automated bot responses again. Can you escalate the issue with a human please ? Thanks.

[Joe User @JoeUser44678020]

@PockitUK Done. I look forward to hearing from someone to resolve the issue.

[Joe User @JoeUser44678020]

@PockitUK #pockit.com card doesn't function. Can't get human reply from #[e-mail], writing them since early/mid May. Utterly ridiculous having to go onto social media to try to escalate this issue through their social media.

[Joe User @JoeUser44678020]

@PockitUK @djjustintime11 @PockitUK can we get this re-escalated again please? It is not resolved. Pockit card broken with 3d secure since May 10th including new card which is activated. No human reply yet. Also see below for history for customer support from pockit:

[Joe User @JoeUser44678020]

I did. This escalation got what appeared to be a pre-written non-human email reply which simply ignored the issues raised. Kindly re-escalate it to the human team. Many thanks.

[Pockit @PockitUK]

@JoeUser44678020 @djjustintime11 Hello,

Would you be able to DM us your email address? We will escalate this to the team.

Thanks

[LiaamOD @liamknowsit10]

@PockitUK Everyone contact the ombudsman. They sorted it for me last year. Don't trust pockit to fix the problem

[Tim @teeyem]

@PockitUK This is a joke right?! What Live Chat. Your communications, or rather lack of them are criminal. I had the misfortune of opening an account last August (with huge problems). I now want to close my account but you are not replying. I quickly opened a @RevolutApp account instead

[Joe User @JoeUser44678020]

@pockitarefraud @dancarlin77 @PockitUK It is unbelievable that customers are forced onto social media out of desperation to try to urge an entity with bank status to address their problem, whether it's withheld funds, cards that no longer function or whatever. There are serious issues here.

[Vc @viccc188]

@pockitarefraud @PockitUK @djjustintime11 @TheFCA

[Joe User @JoeUser44678020]

@dancarlin77 @PockitUK @pockitarefraud Yes, it seems to be window dressing to give the illusion of process. But my question is every entity with bank status has to be able to address customer issue. Pockit is not playing by these rules. It's simply ignoring them.

[Joe User @JoeUser44678020]

@PockitUK @pockitarefraud @dancarlin77 Hi @PockitUK it's very difficult to find whatever current thread you are on. Can you please re-escalate my issue ? Pockit card not working with 3d secure since May, including new activated card. Thank you.

[Joe User @JoeUser44678020]

@PockitUK @djjustintime11 @PockitUK can we get this re-escalated again please? It is not resolved. Pockit card broken with 3d secure since May 10th including new card which is activated. No human reply yet. Also see below for history for customer support from pockit:

[Joe User @JoeUser44678020]

@PockitUK @djjustintime11 Update to ongoing complaint: I have received the new card and activated it. And it has exactly the same problem as the old card, it cannot make a transaction online with 3d secure. Now it doesn't even get to sending a code (which it wasn't doing anyway). It fails before that.

[Joe User @JoeUser44678020]

@PockitUK @djjustintime11 Of course writing to [email protected] gets no response, at least no human one. So there's a serious problem here

[Joe User @JoeUser44678020]

@PockitUK @djjustintime11 How did my escalation go ?

[Joe User @JoeUser44678020]

@djjustintime11 @PockitUK No I have had no human emails at all from pockit. I have been contacting them since May 10th. Not one human response. Astonishing

[Joe User @JoeUser44678020]

@djjustintime11 @PockitUK Yes the covid stuff has been used a blanket excuse for extremely poor conduct and corner cutting by many companies sadly.

[Joe User @JoeUser44678020]

@djjustintime11 @PockitUK I'm not sure how pockit who seem to operate as a bank can respond to 3 specific issues with their service with 'Your new card will be with you soon'. One would imagine there are banking rules governing appropriate communication with customers.

[Joe User @JoeUser44678020]

@djjustintime11 @PockitUK In response to 3 clear and specific issues (which couldn't have been made clearer) and after raising them here I got an automated/bot or copy and pasted response: 'your new card will be with you soon'. No human reply to actual issues raised.