Hi Qoins Customers,
We understand some of you have experienced issues with your Qoins account in connection with our recent bank migration. In an effort to better serve you, our valued customer, we wanted to shed light on the current situation and what we, as a company, are doing to get these issues resolved as quickly as possible.
What is the Bank Migration?
In order to continue providing Qoins savings and payments solutions, we recently switched to a new bank partner with the goal of migrating your account and continuing to offer the same great service you’re accustomed to. In fact, the new bank partner allows us to provide additional services, such as the Qoins Card, that we are really excited about. Unfortunately, some of our customers have not been able to migrate their accounts. We are working diligently to resolve this issue as expeditiously as possible.
Why can’t I access my money?
If you never attempted to migrate, or if you received an error message during the migration process (including a message that says your account is “on hold”), your funds are in an "on hold/pending" status. Currently, these funds cannot be released, so we have been unable to migrate your account or refund your money.
Our new bank partner is not involved with these issues, does not have your money, and is unable to provide any assistance.
If you have been impacted by these issues, please reach out to us at firstname.lastname@example.org. We will do our best to help. If you feel the need to file a complaint, you may do so here:
If you'd like assistance in filing this form, please reach out via email@example.com and one of our reps will be more than happy to assist you.
We continue to work diligently to resolve these issues and hope to have this settled as expeditiously as possible.
Please Note: If you successfully completed the migration process, your money is held with our new bank partner and your account should be operating as expected. If you are experiencing any problems, please reach out to us as firstname.lastname@example.org.
Why do I need to verify my identity?
For customers to successfully complete the migration process, we’re required to verify the identity of each account; new or existing.
Why am I getting errors when trying to verify my identity?
If you’re getting an error during the identity verification process, your account may be “on hold” due to the issues described above. If this is your first time attempting to migrate, please reach out to email@example.com, as we are working to complete updates on every attempt.
I don’t want to migrate. What now?
For customers that believe they may still have funds in their account but would like to close their account, please send a support ticket with subject line: “deactivation request; not migrated” via firstname.lastname@example.org.
I’ve already reached out to Support.
If you have already submitted a ticket to our Support Team, we kindly ask that you bear with us for a response. Our in house representatives are answering every concern as quickly as possible but with the recent influx of Support requests, some customers are experiencing delayed response times.
Again, to those Qoins customers affected by the migration, we sincerely apologize for any inconvenience and thank you for your patience as we work towards getting these issues resolved. If you feel the need to file a complaint, you may do so here. If you'd like assistance in filing this complaint, please reach out via email@example.com and one of our reps will be more than happy to assist you.
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