Yes, We Can Do Better With Our Customer Support—We Apologize and Already Apply Solutions to Work on a Big Scale

To our valued customers:

We’re reaching out to you as we understand that some of you have experienced difficulty in contacting our customer support team recently. On behalf of the entire PocketGuard team, we would like to sincerely apologize for the inconvenience you may have experienced.

We recognize that some of you, especially our premium members, have had to wait for over a week to hear from our customer support team, which is totally unacceptable. We are not here to only make excuses –we are going to explain why this has happened and inform you about what action we are taking to provide you with the high-quality customer support you deserve.

The news that Mint was going to cease operations caught everyone in the budgeting app market off guard, customers and companies alike. We knew that we would likely receive new customers who wanted to continue using a service like Mint; however, we were unprepared for the sheer volume of people who went on to join PocketGuard.

Please understand that we are a small startup; we are remarkably passionate about what we do, and we want to provide you with the best service possible. We are proud of the PocketGuard app and what it offers to consumers looking to manage their finances, but we fully recognize that without great customer service, all of that means nothing.

We sincerely apologize for not providing you with the customer service you deserve and we’re already working on solutions to the issue.

Firstly, we want to reassure you that we will 100% guarantee refunds that you have requested due to the delayed replies, as well as requests to cancel your premium subscription. We can promise this with absolute certainty.

Secondly, we are actively recruiting new team members to increase the size of our customer support department to handle the large number of new clients that we have received. This process will take time as we want to ensure we hire the best people possible; however, we can assure you that it will not be long until we have more colleagues in this crucial department.

In the interim, we are working as hard as we can to restore a maximum waiting time of 12–18 hours for all of our customers. This is our number one priority, and we fully expect to reach that goal as soon as possible, so please bear with us.

PocketGuard has grown rapidly over the last year, and as you can see, we are still catching up, so we greatly value your feedback during the improvement process. Please, always feel free to share your thoughts and concerns – at [email protected], so we will take your feedback seriously and apply it towards making positive changes to our working practices when appropriate.

Thank you for your time.

Best regards,

The PocketGuard Team