Alta expectativa e baixa prestação
De forma sintética foi: pouca proatividade do departamento IT, com a falha no apoio técnico a dar para eu conseguir ter acesso ao meu dinheiro.
Depois foi criada uma expectativa sobre a liberdade de usar a conta online! Quanto ao cartão físico não chegou por falta de indicação de nome na caixa de correio!!!, sinto-me me um número e não um vosso cliente.
Resposta da Lunar Denmark
Hi João
I am sorry to hear if your experience with our help have not been as expected. Our goal is always to help our customers as quickly and effectively as possible, so I’m sorry if that hasn’t been the case here.
Sometimes our technical team needs more time to investigate an issue, as the cases can be more complex than they first appear. They work through the cases in chronological order, and because technical cases often require a deeper review, the waiting time can be a bit longer.
I’m also sorry to hear if you didn’t receive your card. When a card is ordered in the Lunar app, customers are asked to confirm their address and are reminded that their name needs to be on the mailbox for the delivery to go through. This is because it is personal information and there are very strict rules to follow in deliveries of those, which is to protect you as a customer the best way possible.
I will take a closer look at your case and the communication you’ve received so far, as this should of course work better than what you’ve experienced.
I will reach out to you shortly so we can go through this together and find a solution.
Best regards,
Nynne