I am facing an issue with the team not giving me an ear. I have tried everything but now I am at a point of almost giving up and this disheartens me as someone who had been loyal to Deriv and had made strides in my partnership with Deriv.
Dear Deriv team,
I hope this message finds you well. It is with a heavy heart that I reach out to you today. As a 24-year-old Zimbabwean male, my journey with Deriv since 2018 has been not just a partnership, but a lifeline. With dedication and hard work, I relied on this platform as my primary source of income, using the affiliate commissions to fund my college education and support my ailing mother and household expenses.
I had amassed over 700 clients who deposit +/- $50,000 per month to Deriv. My CR number was [CR713342]. This had taken me years of hardwork, since 2018. Receiving the email notifying me of the permanent closure of my Partner account was a profound blow. Circumstances had placed me out of town when the request for a Proof Of Residence document for KYC update arrived, resulting in my cashier being locked. Aware of the growing concern regarding manipulated documents, particularly bank statements, I had every intention of promptly addressing the matter upon my return. My plan was to procure an Affidavit from my legal counsel affirming the authenticity of my proof of residence. However, constrained by limited options and the essential funds for my return journey locked in my Affiliate account, I reluctantly opted to submit an older bank statement previously issued by my bank for a separate KYC requirement with another firm.
Initially, my document submission was accepted by Deriv (22/04/2024), and I received confirmation that my account was verified. Upon my return home, eager to ensure compliance and safeguard against the rising closures attributed to document discrepancies, I reached out to support to facilitate the submission of a more suitable document—an Affidavit(25/04/2024). To my dismay, the response I received indicated that my submitted document did not meet Deriv’s standards, resulting in the permanent closure of my account. It is important to note that my intention was solely to rectify the situation and ensure compliance, yet inadvertently, my actions led to an outcome I never anticipated.
This turn of events has left me profoundly disheartened. The sudden closure of my account not only jeopardizes my financial stability but also casts a shadow of uncertainty over my educational pursuits. The thought of having to abandon my college aspirations due to a misunderstanding pains me deeply, especially considering the significant strides I have made with Deriv by my side.
I humbly implore your understanding and compassion in this matter. My association with Deriv has been more than a business venture; it has been a vital support system, enabling me to pursue my dreams and provide for my loved ones. I remain hopeful that through open dialogue and mutual cooperation, we can resolve this unfortunate situation amicably, allowing me to regain access to the platform that has been instrumental in shaping my journey thus far.
I have tried to attach the proof even via email and other channels but I keep on receiving the same response of which I think they are not really checking on my matter in-depth. I still have the transcript of the conversation I had with the customer support representative, I couldn’t figure out a way to upload it here but if you need the copies and any other proof and information I can provide to you via email.
Thank you for your attention to this matter, and I look forward to your kind consideration.
Warm regards,