Hello CBGAM,
We confirm that we've got your email and the person you put in CC already put your ticket on fast track. We would appreciate your understanding here that although we've expedite the issue, it does not directly mean the team in charge and assigned to the case will leave what they're currently sorting out and handle your case on that second. They still have to clear what they currently have in hand before they move to your case.
We can only assure you that we do put it on a fast track, the best we can, especially as we are in preparation of holiday events ahead.
We are aiming to fully get into your case before Monday end.
Thank you for your patience.
I was informed that this issue would be resolved or at least reviewed by Monday. It is now Thursday, and I have not received any further updates. I understand the holidays may have caused delays, but it has been three weeks. Could you please provide me with an update at your earliest convenience?
Hello CBGAM,
We understand that apology would not cover the frustration you had during these past few days, but that is unfortunately what we could only offer. If we may get a chance to explain ourselves, it was not our intention to drag the case. I initially thought all of the necessary details has been prepared, so it'll took about a day or two to get this sorted out.
To further unintentionally drag the case, some key personnel to the resolution of your case were already on leave or about to have their scheduled leave, me included, and we need to have them to handle this matter in between their break, off the HQ.
I am personally am still in my break and did not follow the development of your case since my last update from the internal team that they'll initiate the proof of ownership process before I leave, and only came to my awareness that it is not resolved yet because holydarkness reached me and inquire about the progress. My personal apology for this.
As per email sent to you, we would appreciate if you can help us with proof of deposit, in form of a screenshot from your wallet depositing to us, not the blockchain. We would patiently wait for this to proceed.
Thank you.
I received an email from your team on the 27th regarding updating my email address. As instructed, I completed the KYC process and submitted all the requested documents within minutes of receiving the email.
Since then, I haven’t heard back, and I just wanted to check in to see if there’s been any progress or if anything further is needed from my side. It’s approaching a month, and I’d greatly appreciate an update when you have a moment.
Thanks...