Trade Republic customer service is practically non-existent €20,000 LOST!!!!

L

landlord

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A few weeks ago, I transferred €50,000 to Trade Republic from PTSB, five x €10,000 transfers, over a few consecutive days. Three of the payments arrived the next day. The last two never arrived.
After three days, I contacted PTSB who told me to wait a little longer. I also sent Trade Republic messages via the app. After a few days they replied by email with a robotic answer, completely ignoring the fact that this money had gone missing. I replied to this email many times and also set up new lines of enquiry again through the app. No response for two weeks. And suddenly, after two weeks, I receive a response identical to the first one. Completely ignoring my question and giving the same robotic answer. Since then all my email replies and App replies over the last few days are still being ignored. Absolutely disgraceful. Perhaps they have no humans and only bots in their customer service department?
PTSB have now set up a trace on these missing funds. (it was quite reassuring to actually speak to a human on the phone in PTSB).
 
landlord said:
A few weeks ago, I transferred €50,000 to Trade Republic from PTSB, five x €10,000 transfers, over a few consecutive days. Three of the payments arrived the next day. The last two never arrived.
After three days, I contacted PTSB who told me to wait a little longer. I also sent Trade Republic messages via the app. After a few days they replied by email with a robotic answer, completely ignoring the fact that this money had gone missing. I replied to this email many times and also set up new lines of enquiry again through the app. No response for two weeks. And suddenly, after two weeks, I receive a response identical to the first one. Completely ignoring my question and giving the same robotic answer. Since then all my email replies and App replies over the last few days are still being ignored. Absolutely disgraceful. Perhaps they have no humans and only bots in their customer service department?
PTSB have now set up a trace on these missing funds. (it was quite reassuring to actually speak to a human on the phone in PTSB).
Click to expand...
Sorry to hear this. Have you tried contacting Trade Republic by phone on +49 3054906310. I've not tried it myself so hopefully it goes somewhere and you can find an English speaker.
 
landlord said:
A few weeks ago, I transferred €50,000 to Trade Republic from PTSB, five x €10,000 transfers, over a few consecutive days. Three of the payments arrived the next day. The last two never arrived.
After three days, I contacted PTSB who told me to wait a little longer. I also sent Trade Republic messages via the app. After a few days they replied by email with a robotic answer, completely ignoring the fact that this money had gone missing. I replied to this email many times and also set up new lines of enquiry again through the app. No response for two weeks. And suddenly, after two weeks, I receive a response identical to the first one. Completely ignoring my question and giving the same robotic answer. Since then all my email replies and App replies over the last few days are still being ignored. Absolutely disgraceful. Perhaps they have no humans and only bots in their customer service department?
PTSB have now set up a trace on these missing funds. (it was quite reassuring to actually speak to a human on the phone in PTSB).
Click to expand...
Another poster had a similar issue a few months back I'm not sure what the outcome was but it may be worth your while searching for the thread.
 
From the other thread, I suggest you:

Lodge a complaint with Trade Republic too using the Trade Republic complaints process.

Consider emailing their CEO too.

You should not have to do these things but the Trade Republic customer service is so awful it might be needed.

The issue is either with Citi (used by both PTSB and Trade Republic) or with Trade Republic.
 
4 weeks now, over 25 attempts to establish communication and nothing.
I was going to try that phone number someone here suggested, but the €10,000 payments magically appeared back in my PTSB account having never reached Trade Republic.
I experimented and instead sent multiple €1999 payments a day which were accepted.

Thanks.
 
Customer beware. Many German entities will not offer terms and conditions in English. Likewise the German “Ombudsmannnverfahen” has a website fully in German and I can only assume will only accept complaints that way.


By comparison Belgian, Dutch and Luxembourg financial complaints bodies will deal fully in English with you.
 
Jazz01 said:
@landlord - Not too sure why you would continue to transfer funds to somewhere, at which, you have received zero help in identifying serious issues (imho), in over a month.

Is the return that good ?
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Yes
As the smaller payments are getting through to TR and all payments back to my PTSB account are successful, I am taking the risk. Still no reply from TR regarding my issues though!!
 
Traderepublic has possibly the worst customer service I have ever experienced, at least in the financial services market.

they don't reply to emails for weeks, then if you are lucky, they reply, and when you follow up it goes silent again.
at the same time, Trade Republic are pushing its new credit card offering.
Who in their right mind would take out a credit card with a company that leaves you weeks without a reply for support?
 
When I receive the deposit that's missing from my account I will no longer use TR. Customer Service is a massive issue for them. Such a pity as I like the trading platform, use of app etc. etc. Back to my previous Bank asap. It's not till you have issues and try get them resolved that you realize the important role of well functioning customer support. Disgraceful.
 
Are you sure it’s trade republic at fault? Could PTSB have put a block on the transfer as possibly being suspicious, considering there were several previous transfers. They may have wanted to investigate further.
 
Transferred 450eur Friday evening and 6 days later no sign of it in my TR account.

Multiple attempts to get engagement from their customer service....one lazy bum actually closed my case because "I only speak English and German"

I have raised 3 or 4 complaints, all of which were closed stating I need to wait 2to 3 days etc...even when it was 5 days late.

Have sent an email to the CEO asking for assistance or a final response letter.
 
It really must depend on the Irish bank - I am with BOI and I transferred 650 euro this past Saturday (26th oct) - and it arrived in my trade republic account on Monday (28th) - so some banks obviously do transfers even over long weekends (possibly Monday morning)?

Is this an account you have successfully transferred from before @Knuttell ?
 
Knuttell said:
Applogies- was sent ftom N26- a German Bank- traditionally an instant transfer.

@inishfree yes, have transfered back and forth many times
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I send to Trade Republic from N26 and luckily have never had this happen. All transfers go through on the same day (provided I've sent early enough.)
 
Knuttell said:
Transferred 450eur Friday evening and 6 days later no sign of it in my TR account.

Multiple attempts to get engagement from their customer service....one lazy bum actually closed my case because "I only speak English and German"

I have raised 3 or 4 complaints, all of which were closed stating I need to wait 2to 3 days etc...even when it was 5 days late.

Have sent an email to the CEO asking for assistance or a final response letter.
Click to expand...

Here we go again.

There have being multiple reports here, and on Reddit, of Trade Republic 'losing' customer money.

The money seems to always eventually show up. But the customer is put through hell with their customer service to get it resolved.

Not clear what the issue is. And it only effects certain transactions for certain customers. Trade Republic seem to claim Citi who do their clearing are responsible.

Maybe direct Trade Republic IBANs will eventually solve the issue.
 
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Sent Trade R an email this morning at 8am requesting a final response letter, 33 mins later the money arrived back in my N26 account.
It appears they do read emails but only respond to ones where there's a risk of exposure to an Ombudsman's complaint....or at least that's my take on this sorry saga.
 
For completeness, received this email this morning from Trade R.

Hello xxxx

sorry for the long response time.

The transaction has been returned to your account due to technical problems for which we apologize. In the attachment you will find confirmation of the refunded transfer. If your bank did not post the refund correctly, you can use this document to start an investigation. The password to the document is your zip code.

If you have any further questions, please do not hesitate to contact me. You can also take a look at our Help Center.

Have a nice weekend.
 
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