Customer services cannot respond to a reasonable request for IT help, feedback

Customer services cannot respond to a reasonable request for help. Trading 212 is exceptionally good overall. Their platform has functionality which I have not seen on other platforms. And most tasks are pretty intuitive and easy to do. I've been with them for over a year.

That said I have run into an IT issue and Customer Support has been wooden and very unhelpful. On Android, out of the blue, I can no longer deposit money from my bank with open banking. The bank approves the transfer and then T212 crashes instead of me being transferred back into the T212 interface. I discussed it with my bank and they went through their IT logs and identified it as an issue with Trading 212's software not accepting me being transferred back after the bank approved the deposit.

I contacted T 212 through chat and they went around the houses saying that their policy is that I need to send a video or pictures showing the problem. I pointed out to them that doing so would be to share my bank log in details which are not masked and that my bank disables my camera for security anyway. I eventually worked out it was a VPN issue. I need my VPN turned on for when I am away from home. Still they have refused to pass the issue on to their IT department saying they will not do so without a video.

This is ridiculous. It is a very sad day for reason with this otherwise good platform. I expected better form a professional FCA company.

I guess I have to wait until I get home to transfer funds into T212