If you are a regular follower of Fintech brands or communities you will have seen many conversations on the topic of user feedback and negative reviews.
No business is perfect, so we are actually happy to receive even bad, but genuine reviews because it ultimately helps us to improve, and maybe help out an unhappy customer.
However, we are a responsible and conscientious business and if a customer is not prepared to abide by the rules, then we do not want to have them as a customer. It is not right for them or for us, but we do not close an account without a reason.
Therefore, there can be complaints posted by customers who have been excluded for one reason or another, and sometimes they will decide to hit back at the companies - either in spite or in the hope of pressuring the business into changing their mind. Some simply had not realised in advance quite how they were going to be impacted by decisions they had made, and they’re angry.
It is not pleasant but it has happened to most companies at some stage. Often, this happens when a Fintech business is new and successful enough for the brand to be known.
Dozens has decided to take strong and proactive action to reduce potential fraud on our platform, and to send a clear message to anyone considering using our accounts for illegitimate purposes. In return, we expect this will further affect our review site ratings and social profiles in the short term.
We’d like to thank you in advance for your patience and vigilance during this time.
We want to keep your trust for the long term. That is why we have written in great detail about what we are planning and why we are doing this, and we have shared this on a blog post, and in the community, to be as transparent as possible about the whole process and we hope this gives you an insight into our thinking.
We are doing our very best to ensure no-one is caught up that should not be, but we may not be 100% right, so please bear with us. There will be ways to discuss this with the team through appropriate channels, but the community is not one of these. We cannot say anything about individual cases here, so we may need to move public posts to private areas so that we can explain this.