CS Updates 27/01/2023.

27 Jan 2023, 19:19

CS Updates 27/01/2023 We’ve experienced an uplift in tickets and, as a result, customer support response times have been extended from our usual 24hr standards up to two weeks for non-critical cases. To help provide you with a quicker response, here are the answers to some of the frequently asked questions. Card Top-up Wait Times During extreme spikes in card activity, card top-up wait times can take longer than usual. Don’t worry, your card top-up will arrive in due course. In the short term, we are taking steps where possible to reduce the top-up times. In the longer term, Plutus is moving to a new banking provider and this will enable instant top-ups (news coming soon 👀). Inaccurate Merchant Description Merchant description information is pulled directly from Visa and some specific merchants (e.g. Curve) are appearing incorrectly. As this relates to a third party, there are few measures Plutus can take to resolve it, however, the merchant descriptions often correct themselves and rewards are issued accurately once the transaction has fully settled with the merchant (which can take up to 5 business days). Please wait until the transaction has settled with the merchant before raising any tickets. Absent Rewards A small segment of users have transactions missing from their statements, or, transactions showing as pending permanently. This is a visual glitch and the transactions typically have settled in the back-end, however, in these instances, the rewards have not been issued. Don’t worry, the development team is aware of this and they will be retroactively adding any absent rewards to your accounts in February. PLU Withdrawals Plutus is in the process of a Pluton Reconciliation which involves the appointment of Haggards Crowther, a highly accredited firm of certified Charted Accountants, to verify all rewards issued to customers. We are taking these additional steps, which are rarely seen by private companies, to provide transparency to customers and strengthen trust in the crypto sector. Once this is completed, withdrawals will resume as usual. Additional context can be found here: AskPlutus Twitter Account Our @AskPlutus Twitter account has been incorrectly suspended. Whilst Plutus is awaiting a resolution from Twitter, our customer support members will be using the following accounts. @ Plutus @ SaraPlutus Support comms will also be shared across Discord and reddit. A reminder that our Discord server is a much more superior platform than telegram and you might find it easier to resolve a query there in the dedicated community support channels as opposed to the fast moving single channel in Telegram: —------------------ If you recently contacted support regarding a different topic, the Support team will respond as early as possible! In the meantime, we hope you enjoy the rest of your evening 🙂