Wealthfront Inc

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Thank you for bringing to our attention the matter of our client,who was unable to get in touch with our client support team in a timely manner to address his locked out account. Our security protocol with respect to accounts which have enabled "dual factor authentication" (requiring a...

secondary device to gain access to an account) is that the account holder must speak with a client service representative and answer security questions to unlock the account, if they are unable to remember their password. This extra security measure helps to ensure that the funds and investments in the account will remain secure from hackers and other security threats. 
 
The client contacted us first on Saturday, July 1. When he called customer support, he would have received the following message from our phone system: "You’ve reached us outside of our normal business hours. Our normal business hours are weekdays from 7am to 5pm Pacific Standard Time."  Because July 4 was a holiday, our support teams worked shorter hours than our typical work day. This is a policy meant to benefit our employees, but should not come at the detriment of the needs of our clients. Because the client did not call us on July 3 when we were open, his support ticket unfortunately went unaddressed. We consider this to be unacceptable, and accordingly will be amending our policy with respect to work hours on non-holidays during holiday periods. [redacted] contacted us again on July 4, when the office was once again closed. On the morning of July 5, customer support was able to connect with [redacted] and re-instate his account credentials. 
 
We take the needs of our clients very seriously, and we do not consider this to be a reflection of our standard level of customer service. We are disappointed that we were so slow in responding to his request, and we are taking action to ensure that this situation does not recur. We have also reached out to [redacted] to express our own dissatisfaction with the timeliness of our support for him.  While we did address his request within two business days, given the weekend and holiday, this resulted in a 4-day delay, which is unacceptable by our own standards.
 
Please let us know if there is further action you require from us, in order to consider this matter satisfactorily closed.