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The Forex Customer Support Challenge: AAAfx

May 30 2013
By
Forexbrokerz.com

It's a really, really slow day at the office today – or at least that's what I want this customer service rep to think, as an excuse for my silly question. If you're wondering what I'm talking about, then you must have missed the previous articles from our Forex Customer Service Challenge series. You should feel really ashamed of yourself, but you can still catch up – just scroll down to the end of this post to find the links to all the episodes. 

 
For those of you following the challenge, today I speak to AAAfx – the forex broker of the ZuluTrade social trading platform. I had high hopes for the conversation, as ZuluTrade's support reps are usually great – but I ended up disappointed. See what happened. 
 
 
You are now chatting with 'Catherine'

Catherine: Welcome to AAAFx Online Support Service. My name is Catherine. How may I assist you please?

Hannah: Hi. I'm bored to death and I came across some articles on forex so I figured I'd give it a try. How do I start?

Catherine: In order to open an account in AAAfx, you will need to access the link [link] and fill in the provided form. For the activation of the account, after its opening, we will need you to submit some documents and also proceed with an initial minimum deposit of 250 eur/300 usd.

The documents required for the activation of your account are:
1) Copy of ID / Passport / Driver’s License
2) Utility Bill or Bank Statement that shows your name and address
3) Tax Return Copy / Proof of Income or any official document that verifies your tax account number.
4) Verification/Certificate of Profession (e.g. confirmation of employment from your employer, payslip etc).

You may also find all the deposit methods that we support following this link [link]

To better assist you in selecting the payment method that you prefer to use for your transaction, please note that for the wire transfers to be completed usually 2-4 days are required and the fees for this method are not fixed but they depend on the fees charged by the banks involved in the procedure. Regarding the payments via Credit Card or Debit Cards, the fee is 2.95% applied to the deposited amount and regarding the payments via MoneyBookers the fee is 2.9% + 0.29 €. Please note that the transactions via card or Money Bookers require about a day to be received by AAAFx.

Hannah: Isn't there a way to start without sending you papers? I don't want to sent you my tax information or employment info - that's confidential and you shouldn't be asking me this

Catherine: These documents are required for regulatory reasons. If you wish though, you may submit a document that states your tax number, instead of your tax return document

Hannah: What about my employment info - why do you need this? What if I'm a prostitute or something, and I'm embarrassed? Or what if I'm unemployed?

Catherine: If you are unemployed, you may send an e-mail to backoffice@aaafx.com explaining the situation and the fact that this document may not be provided.

Hannah: But why do you need this information?

Catherine: It is required for regulatory reasons, according to the guidelines of our regulatory body, which is HCMC, as a protection shield against money laundry

Hannah: I don't see how the information about my employment will help you prevent money laundering. Please explain this to me

Catherine: Let's say that you are unemployed, and you have in your account 100.000 eur, without being able to explain the source of these funds. Wouldn't this be a case of money laundering?

Hannah: I think that would be the case of me having 100 000 euro in my account. If I have this kind of money, I wouldn't need to work now, would I? Would you work if you had hundreds of thousands disposable?

Catherine: Me, personally? Yes... I guess I truly enjoy it :-)

Hannah: Wow... That's rare, good for you! What do you like the most about your job?

Catherine: Everything. AAAFx is a great company to work in

Hannah: But what's the best part? We have a PlayStation room and I think that's probably the coolest thing at work.

info: Chat session has ended due to an unexpected technical error. Please try to contact us again later. We apologize for the inconvenience.

 
 

The Sentence

 
Response time:  zero
Accuracy of the answers: zero
Personal attitude: zero
Patience:  zero
Sense of humor: zero
 
 
 
Overall score: 0/25
 
Overall impression: Well, Catherine managed to bring AAAfx the impressive result of zero points (the minimum amount of points you can get in the challenge is 5, might I remind you). Why? Because I don't believe there was a technical error, which ended the chat. No, miss, Catherine, I believe it was you who ended the chat, on purpose – probably because you thought I wasn't serious enough to deposit. 
 
In all fairness, I really wasn't going to deposit but hey, she couldn't have known that for sure. Or maybe it just got too hot in Greece, where AAAfx is based, and Catherine decided to call it a day? Either way, no wonder the Greek economy is in such bad shape. 
 
On the plus side, Catherine seemed to be happy working for the broker. Had the chat not have ended so abruptly, this would have increased my trust in the company and probably would have encouraged me to deposit. 
 
 
TAGS: forex broker  customer service  customer service challenge  best customer support 

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