Unable to use when I travel outside Canada
Unable to use when I travel outside Canada
Very bad customer service. I was lied too
Dear Questrade Customer Service Management,
I am writing to formally express my frustration regarding my recent interaction with Lakshmi Raj from customer service.
I contacted Questrade because I simply want to turn off two-step verification, as I do not have a cell phone. I was asked to provide a selfie holding a legal identification document, which I did using my passport. However, I was then told that a passport is not an acceptable document. Which is a lie and can have someone removed from their position.
This is extremely frustrating because your own website states that a passport is an acceptable form of legal identification. I followed the instructions I was given, yet instead of helping me resolve the issue, I felt like I was being given the runaround and made to feel as though I was the problem.
Times are difficult for many people right now, and dealing with unnecessary obstacles and poor customer service only makes things worse. I have been a Questrade customer because I genuinely like the platform, but this experience has seriously damaged my confidence in the company.
I strongly encourage Questrade to properly train its customer service representatives so they understand the company's policies and, more importantly, understand that their role is to help customers find solutions—not make an already frustrating situation even more difficult.
I also told the representative that if this issue cannot be resolved, I may be forced to take my business to another brokerage. I would honestly prefer not to do that, because I like Questrade, but customer service is an important part of any financial institution.
I am asking that this matter be escalated to a supervisor or someone who can actually resolve it. Please review the identification requirements on your website, review my interaction with Lakshmi Raj, and provide me with a clear way to disable two-step verification without requiring a cell phone.
I hope Questrade takes this complaint seriously. I want to remain a customer, but I need to feel that I can receive reasonable and respectful assistance when I need it.
Thank you, and I look forward to a prompt resolution.
I am writing to formally express my frustration regarding my recent interaction with Lakshmi Raj from customer service.
I contacted Questrade because I simply want to turn off two-step verification, as I do not have a cell phone. I was asked to provide a selfie holding a legal identification document, which I did using my passport. However, I was then told that a passport is not an acceptable document. Which is a lie and can have someone removed from their position.
This is extremely frustrating because your own website states that a passport is an acceptable form of legal identification. I followed the instructions I was given, yet instead of helping me resolve the issue, I felt like I was being given the runaround and made to feel as though I was the problem.
Times are difficult for many people right now, and dealing with unnecessary obstacles and poor customer service only makes things worse. I have been a Questrade customer because I genuinely like the platform, but this experience has seriously damaged my confidence in the company.
I strongly encourage Questrade to properly train its customer service representatives so they understand the company's policies and, more importantly, understand that their role is to help customers find solutions—not make an already frustrating situation even more difficult.
I also told the representative that if this issue cannot be resolved, I may be forced to take my business to another brokerage. I would honestly prefer not to do that, because I like Questrade, but customer service is an important part of any financial institution.
I am asking that this matter be escalated to a supervisor or someone who can actually resolve it. Please review the identification requirements on your website, review my interaction with Lakshmi Raj, and provide me with a clear way to disable two-step verification without requiring a cell phone.
I hope Questrade takes this complaint seriously. I want to remain a customer, but I need to feel that I can receive reasonable and respectful assistance when I need it.
Thank you, and I look forward to a prompt resolution.
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Terrific app
Terrific app
Terrible
New version keeps logging you out and requiring verification on each and every login even if you say trust device . Don’t you test before releasing ?
Response from developer
Hi there, we're so sorry to hear about your experience using our platform. We'd be happy to connect with you to address the concerns you have and assist you better. Please feel free to email us at feedback@questrade.com with your full name along with your contact details and we can get in touch with you directly to help you out.
App doesn’t work
It will not open an App anymore dew to Authentication fail / last several updates worst updates
Response from developer
Hi there, we're so sorry to hear about your experience using our platform. We'd be happy to connect with you to address the concerns you have and assist you better. Please feel free to email us at feedback@questrade.com with your full name along with your contact details and we can get in touch with you directly to help you out.
