For those who missed it, I posted about Plastiq a couple weeks ago. In that time, reader Stephen already had some major issues there. Not good.
Soon after my post, I heard from the people at Plastiq. As always, I responded to the email. I wasn’t ready to make another positive post about them after this debacle. What I wanted was a real, non-generic conversation. Some kind of accountability. And I think I got that from 2 people (Rebecca and Eliot). Here’s the final email in that conversation. Let’s hope they move things in the right direction…
Hi Paul – Rebecca forwarded your e-mail on to me personally. Good to meet you and thanks for bringing these issues to our attention. I wanted to provide a bit more detail on this issue as it may be valuable for your readers to see (up to you).
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As part of our funding process, we are required by our financial partners to verify that every payment complies with regulations. Sometimes that requires more extensive review and proof that the payment is in exchange for goods or services (vs. payments to self, P2P, etc.).
Despite our best efforts, in the past two weeks we did not meet expectations, both our own and that of some of our customers. For this I’m sorry and want to assure everyone that we have taken measures to address the issues that arose and have put fixes in place that will make us more efficient.
We are building a company for the long-term and trying to do things right by our customers. This has been a learning experience, and I would love to hear from anyone directly with further questions/comments or if you are experiencing any other issues. You can e-mail me directly at eliot@plastiq.com. We are listening and eager to fix this.
Best,
Eliot