I can’t access the app because my “account is unavailable” and after phoning customer service twice I have an email response saying my account has been suspended, with no explanation why, and they can’t currently give a timeframe for resolution. I have to wait for an update by email.
I joined Dozens back in February, enticed by the 5% bonds which have still not been issued. Now I am locked out with no access to my money and no answers from Dozens.
Per the T&Cs:
We will inform you of any intention to suspend the use of your Dozens account, specifying the reasons for doing so, unless the provision of this information would compromise reasonable security measures or would otherwise be unlawful. Where it is not possible to notify you beforehand, we will do so immediately after suspending the use of your Dozens account. We will allow the use of your Dozens account as soon as practicable after the reason for suspending its use ceases to exist.
I had no notice about the suspension of my account, I only found out by calling customer service. It seems that others have had similar experiences based on Trustpilot reviews, and interestingly Dozens has not replied to these.
We have published our own post on the topic shared by @Gaoler (thank you for your help!) which might be of interest
I cannot comment on any individual circumstances here as this is public, but I’m sure that the Customer Service team will be doing their best to answer any questions or resolve this.
Please do write to firstname.lastname@example.org and they will do what they can, but it would certainly help if you looked out for any emails that may have been sent that you might have missed.
Although this subject gets raised in reviews, it does not happen that often, but I can understand that it is upsetting and I can assure you this is not done lightly and will be dealt with as soon as we possibly can.
Thanks for sharing the link. I did search for “dozens account suspended” or “dozens account unavailable” as those were the terms I had encountered so far on this frustrating journey – just letting you know as you may want to tweak your post so that it comes up when other customers like me are trying to find answers. If I had found your article sooner than the reviews that would have been reassuring!
I have checked my spam and haven’t missed any emails. You can be sure I’m eyeing my inbox closely!
Had my account closed when I never used it and had been waiting patiently to purchase bonds. Told it was because of the number of phones associated with my account, and other “compliance” issues. Bit of a joke. I’d never used it!
I am sorry. As I have said elsewhere, we have been running the bonds regularly from late 2019 to last month, including sending reminders by email, text and in the community to members and customers.
You can see the posts with details here if you want any background:
I understand that you may have forgotten about us and therefore never used the account, and I’m sorry you missed out.
We would gladly have as many customers as possible, so we never close an account for no reason, but in the last months we have discussed our campaign to fight fraudulent use of accounts, and some of the flags we monitor, but also how we did our best to avoid getting anyone caught in the crossfire.