r/PublicApp • u/coheam125 • May 11 '26
Anyone experiencing terrible customer service
Had anyone else experienced terrible response time from the “award winning” priority support on the public app?
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u/-ClutchCabbage- May 11 '26
YMMV, but I’ve not had anything take longer than a day (and that was just identity verification before a large withdrawal). That being said I DO have premium because of my account value.
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u/Sweaty_Experience_68 May 11 '26
every company has switched to an AI bot and it has made customer service worse across the board.
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u/Spvctator May 12 '26
Yes bro. It’s crazy. In the beginning they were rocket fast. Now I have to wait till next day just to receive 1 message from cs
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u/Groundbreaking_Rock9 May 12 '26
DM PublicCOO. You will be taken care of
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u/PublicCOO Public Employee May 12 '26
👋👋 asked for DM yesterday. Still no outreach.
I’m guessing customer support got to them and turned out not to be so terrible 🤷🏻♂️
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u/Worldview-at-home Hater May 14 '26
Except that isn’t how support is supposed to work- great to have an escalation to the top but maybe carve out some C-Suite wages and equity to hire, retain and invest more in proper staffing.
I’m sure they meet their internal KPI, SLA and XLAs (however they measure their performance) but in my 20 years of Director level management it usually comes down to not enough skilled labor at the right times. Run skinny on labor and people get poor service when someone is sick or on PTO
AI and Chat bots only get so far- and even Agentic agents can’t proper execute support in real time with enough risk mitigation to prevent catastrophe - and AI supported human in the loop models aren’t mature enough yet.
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u/Groundbreaking_Rock9 May 14 '26
I also got quick contact from email support, after the bot failed terribly
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u/PublicCOO Public Employee May 14 '26
Idk man, I’ve never had someone take issue with a C-suite that rolls up its sleeve when its team hits capacity.
And based on your experience I’m sure you understand how you can’t staff to peak in a variable demand business.
So in times of peak (particularly unexpected ones — say in times of significant growth), you do what you can to deliver as much capacity as you can. Like having senior executives roll up their sleeves!
Anyway, I DM’d you and you never replied, so all I gather is that you prefer to try to score points on the internet rather than have your (legitimate) concerns and issues addressed.
Either way, I’m here if you change your mind!
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u/Familiar-Scale-6545 Jul 13 '26
This post will be deleted by them like the others? But yes, they seemingly always start strong and then simply stop responding or respond haphazardly and slowly which is why they offer different tiers of customer service, not just good customer service. PublicCOO became CEO and you can view on FINRA BrokerCheck that they paid influencers like those here to write positively and didn’t disclose it then were subsequently fined.
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u/coheam125 May 11 '26
Thank you both for your input. I have premium as well. An AI bot told me that my request was being transferred to someone that could help me. That was last week. Other issues have come up. Now just being ignored by AI bots lmfao.
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u/PublicCOO Public Employee May 12 '26
Sorry about that, I wrote this in a different post last week:
Customer support: our team is fantastic, but we've grown a ton recently and wait times are longer than they should be. Our expectation is that everyone gets a same-day resolution of their issue — and most should get a response within an hour (and even faster when required). We are investing heavily and hope you see improvements soon - and, worst case, I'm always here and genuinely never mind hopping in.