Hi Chris,
We are sorry that your experience with AddressCore reached this point, and we fully accept that the communication and onboarding experience you received fell below the standard we expect.
We do, however, strongly reject the description of AddressCore as a “scam”.
Your order was a genuine transaction with AddressCore and entered our required compliance and identity-verification process. The difficulties that followed related to the handling of that verification process, requests for additional information and, importantly, our failure to communicate clearly and promptly enough with you. They were not the result of fraudulent activity.
You should not have had to send repeated emails to obtain an update, and you should have been given a clear and functioning way to provide the additional proof-of-address document requested. We also take seriously your comments regarding our telephone contact.
Since reviewing what happened, we have been making changes to our onboarding, customer communications, document-submission process and support journey so that customers receive clearer instructions and better updates when further compliance information is required.
Compliance checks are necessary for the services we provide, but they should never result in a customer being left without clear guidance or communication.
We remain available to deal with the outstanding matter directly through our existing correspondence.
Kind regards,
Dan
AddressCore