Thank you for raising this to our attention. We will review the situation and provide a resolution within a reasonable time.
Each case can differ in complexity, and sometimes additional circumstances outside the standard process make it more difficult to resolve quickly. We appreciate your patience and the effort you have taken to complete the due diligence requirements.
Please rest assured that this case will be addressed.
Don't you think it's ridiculous that his case has been ongoing for 8 months, and your platform has been ignoring him? What could you be "investigating" that it has been 8 months and still not done, or even provide an update to the person having the issue with your platform?
We review every case internally. In some situations the matter is also handled by law enforcement or other authorities. When that happens, timelines are outside our control and we are legally limited in what we can share publicly or privately with the client. In rare cases, additional circumstances may prevent us from continuing direct communication, but this does not mean the case is being ignored.
We understand that from the outside it may appear as if nothing is happening, but these restrictions exist for security and legal reasons, not because we are ignoring cases.
Bold of you to continuously spout the same nonsense, i give that to you. It is either you don't read what everyone is saying, or you do and just make up your mind to follow the script that you have been giving.
Nobody is asking you to post anything sensitive, i know you still would read this and follow your script, but i'll reiterate. You can give your client updates here without posting any sensitive info. Take your time to read in this board, when reps of companies are actively trying to solve a case, they post updates on what's happening. All right, you don't wanna post them in the forum, how about contacting the customer privately. You are paid to defend, so your views will never change and i get that.
We understand the request for public updates. In cases that involve external authorities we cannot disclose details or provide play-by-play updates on a forum. That restriction exists to protect the integrity of the process and all parties involved.
We will continue any permitted communication through the verified support channel for the order and will post a general update here if and when we are legally allowed to do so.