Jorn Lund

Dear Jorn,

Thank you for taking the time to share your feedback and your continued use of our platform.

As a firm regulated by the Financial Conduct Authority, certain aspects of how we operate are set by regulation rather than by us. For example, the maximum leverage available to retail clients is determined by FCA rules, and we’re also prohibited from offering volume-based rebates to retail clients.

On trade rejections, it may help to explain how our system works. Our acceptance rate in September sat at over 99.4%, and the process is designed to benefit traders where possible:

If the price moves in your favour, we accept the trade.
If the price moves against you but within tolerance, we give you the better price.
If the price moves against you and outside of tolerance, the trade is rejected - which in theory allows you to re-submit the order at a better price.

If you’d prefer to prioritise an even higher acceptance rate over this protection, you can adjust your settings via My Account > Execution & Pricing. There you can set your own tolerance level - including the option to make it unlimited.

If there’s anything else we can help clarify or if you have further questions, please don’t hesitate to get in touch with your personal account manager.

Kind Regards

The Spreadex Team

Hi, our SIM cards normally take 1-2 working days to be delivered. Please contact us on help@mozillion.com if you still haven't received them.

Kind regards

Mozillion Customer Team

Dear Mr Lund,

We are sorry that things did not work out with your purchase at Itzoo.

Jorn Lund’s review of Itzoo on Trustpilot:

SHOCKINGLY POOR CUSTOMER SERVICE - BEWARE OF FAULTY PRODUCTS

We have purchased 2 faulty Alienware from ITZOO with constant system crashes (BLUE SCREEN OF DEATH). I will now have to waste time to take ITZOO to court to get my money back. AVOID THIS RETAILER.

Itzoo’ s response:
Mr Lund purchased as mentioned below in his review, two Dell Alienware units from us (on September 21st 2018) which is correct. He had contacted us to suggest that there was an issue with the units. As these units were under warranty, we took them back to our facilities as we do with all items under warranty. We found there to be no faults with the units and therefore sent the items back to Mr Lund.

The abuse from Mr Lund then became very apparent towards members of the Itzoo customer service team.

We understand that individuals are frustrated about the issues leading to their complaint and in this case with Dell Alienware units which Mr Lund believed to be faulty. Mr Lund firstly spoke to one staff member and said he wanted to speak with a man as “she is a woman so wouldn't understand his questions”. His behaviour then turned to another staff member and we shall not repeat on this response the behaviour she had to encounter from him.

We find this unacceptable for Mr Lund’s frustration to be turned into aggressive and abusive behaviour towards our staff members. Verbal abuse towards our staff is not tolerated.
Based on this abuse to two members of the customer service team, we have had to cease all contact with Mr Lund.

We would like to reiterate that Itzoo are happy and very willing to help all customers with items purchased at Itzoo as can be seen from other Trustpilot reviews, however we will not tolerate abusive behaviour towards staff members.

Best regards,
Team Itzoo

The cashback rates on offer come from the retailer directly as they are ones who pay the cashback. Cashback is a referral fee that is paid to Quidco which we then pass over to yourself in the form of cashback, as such it is completely up to the retailer's decision on whether the cashback is paid. We will always try are hardest to receive a positive outcome to each claim however some claims will be declined for the reasons stated on our FAQ's here: https://support.quidco.com/article/cashback-declined

Unfortunately, once a retailer has responded to a claim this means that they have investigated the transaction further and deemed it not successful for cashback. When this is done we do have to treat their response as final as they will not investigate a claim twice and therefore, cannot challenge their decision any further.

However, If you'd like me to check any specific transactions or would like help with raising any claims, please email me the details at Joseph@quidco.com and I'll be happy to help.

Joseph

Hi Jorn - I’m sorry you don’t like our platform but thank you for your review. IG’s original award winning platform has undergone a significant update over the last couple of years, and we continue to put in a lot of time to make sure we maintain our market leadership. If you would like to use a different user interface such as MT4 or Pre Real Time then these options are also available.

Furthermore, if you have not received the high level of support which you should expect from our Trading Services team, please get in contact and we will take the appropriate action if required. It is incredibly important that our expert customer service continues to be professional and a market leader in the brokerage space.