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Support delay is unacceptable

Komentáře

Komentáře: 8

  • Jurriaan Meyer

    Same issue here. Proof of residence registration dragging on for weeks while account is blocked without notice. Manned chat function is turned off, conversations through email are sluggish, answers inconclusive or incompetent.

    It is clear enough Mintos is cutting back on staff/expenses, a worrying sign. About time perhaps to give the regulatory supervisors a hint that something is going south here... 

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  • Lucja (Mintos)
    Community moderator

    Thank you for sharing your view. We understand your impatience - indeed, currently, in some cases the document verification may take longer than those 5 days. But stay assured that we do not overlook any case - we check each of them carefully, exactly because we care about being fully compliant with all the regulatory requirements. We appreciate your understanding in this matter.

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  • Jurriaan Meyer

    Thank you for your response. Please be more specific by answering the following questions:

    • Why are accounts of bona fide customers suddenly restricted, without any notice or explanation?
    • Why are you asking for proof of address again? Nothing in my personal situation has changed since I signed up with Mintos many months ago.
    • I do understand you have to comply with regulatory requirements. But be transparent what these requirements are and where the “problem” is (if any). In my case I can only guess there’s an issue with the country I live in (?). If so, please explain why. Nothing on your page https://help.mintos.com/hc/en-us/articles/4422147715729-Which-nationalities-are-allowed-to-register-and-invest- says so.
    • Why is there no follow-up or status updates on processing of uploaded documents? In my case processing is ongoing for much longer than 5 days…I requested a call back several days ago. No action on this so far.

     

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  • Lucja (Mintos)
    Community moderator

    Dear Jurriaan Meyer,

    Although from your perspective this may seem like an unnecessary hassle for honest customers who might not understand the reason for such an inquiry, the AML reviews are crucial to preventing money laundering. We are obliged to perform our customers' due diligence reviews following the local law requirements in Latvia. All the customers of Mintos must be verified, as well as all necessary documents must be up-to-date.

    Be informed that the investor's account must remain locked until all requested information is received and checked. This is a standard procedure and each investor, upon registering on the Mintos Platform and agreeing to its Terms and Conditions, commits to provide the information and documents required by Mintos promptly for the due diligence of the investor by Mintos' KYC and AML procedures and policies.

    We always get in touch with our investors as soon as possible. Please note that verification of the documents might take up to several days, we are working on improvements. We are thankful for your patience and understanding.

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  • Victor Cernobai

    In my case its been already more than 2 months since I summited all requested documents and my account is blocked. Nobody can say how much longer this will take and in the meanwhile I lose money from not being able to re-invest. Who will be compensating me for Mintos being so wonderfully strict with AML laws, but so poor in dealing with his clients? What if I'd had an emergency and needing some finance? 

    My personal advice both as a client and a shareholder who cares: don't block accounts and assume everybody is a criminal. Nobody came here for such an experience. Allow at least the possibility for the money to be re-invested or some sort of compensation for the time it takes to make all the diligence.

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  • Lucja (Mintos)
    Community moderator

    Hello Victor Cernobai, thank you for sharing your feedback with us, and we are sorry for your experience. We can assure you that we are still working on your case and nothing has been forgotten. We will get back to you once the review is completed and can understand that it can be a lengthy process, however, some reviews can take longer than others. Please note that reviews of investors' accounts are according to the requirements of the regulator and the AML law. A colleague should reach out to you shortly with more details and as soon as there are any further updates. Thank you in advance for your understanding and cooperation.

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  • Victor Cernobai

    Hi Lucja ... its great for you guys that you comply with AML laws etc etc., but what about customers who are expecting to gain money here? Looks like Mintos doesn't care about the fact that my stuck money do not produce income for me, but rather for you. Is this by law too? Why aren't you offering any compensation for this? Why aren't you just winding down clients for whom you can't make the due diligence in a timely manner (that should be in comply with the terms of the agreement)? Would that be against the law too? Having such unpredictable and time indeterministic procedures disrupt businesses and make the plans to keep reinvesting further in Mintos questionable. All my best!

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  • Lucja (Mintos)
    Community moderator

    Hi Victor Cernobai, we have reached out to you privately, and hopefully everything is clear to you now. Thank you for collaborating and your suggestions, which we will use to improve our services. 

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