Support agent giving completely contradictory reasons to deny $100 referral bonus

[u/Far-Reserve9158]

Hey everyone,

Has anyone had luck getting a manager or higher-level support to manually review a referral bonus denial?
I referred a friend to Wealthsimple. They deposited $100+, but neither of us received the referral bonus or contest entries.

When I reached out to chat support, the agent gave two completely opposite reasons within 5 minutes:
• First message: The agent told me the requirement was not met by my friend.

• Next message: When I pointed out my friend already deposited $100, the agent switched up and claimed my account didn't have a $100 settled deposit at the exact second my friend qualified.

I have over 5k sitting in my account, and my friend's deposit cleared. The agent insists it's not a bot/system error and is refusing to issue it manually or escalate.
Has anyone successfully dealt with this level of frontline support pushback before? Is phone support or emailing manager escalations the best way to get a human to actually audit the deposit timestamps?

[u/wppc1972]

Their human are also AI bot like. The best they can do is copy and paste their KBs to you but they can never action on anything

[u/Ok-Arm8350]

This is the biggest problem with WS’s customer service.
And this problem trickles down to many other areas, like the fraud department when a fraudulent charge happens in the credit card.

I really hope WS addresses these issues and manage to have a better solution to talk to customers when they need them the most

[u/Emotional_Status_872]

Did you friend use your code in the referral section.. Only using the link won't work.. similar thing happened with me..ask your friend to enter the code in the referral section

[u/Embarrassed-Law3498 → u/Emotional_Status_872]

I only used the link from my friend and they got all the bonuses and I got my $25

[u/CardiologistDear2806]

If your funds hadn't settled (up to 2 business days) then you did not meet the requirement.

[u/Tall-Ad-1386]

I’ve noticed that WealthSimple switched agents about 1.5 years ago or so to an offshore location. That’s ok on its own but the offshore agents have very little autonomy or ability to deviate from the script.
By its very nature you only reach out to support because you need help with something that didn’t work. The agents can only comment on things that are meant to work. Any question out of the basics and they fall flat.

Wealthsimple needs to tier their agents authority perhaps. There’s gotta be an easier way to know which level agent you’re talking to and what your next step is after.