Complaints

This profile includes complaints for Shopify Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Shopify Inc.

  151 O'connor Street Ottawa, ON K2P 2L8

  
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  Shopify Inc.

  57 Erb Street West Waterloo, ON N2L 6C2

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  Shopify Inc.

  8189 Walnut St New Albany, OH 43054

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  Shopify

  80 Spadina Ave, 4th Floor Toronto, ON M5V 2J4

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  Shopify Inc.

  57 Erb St W Waterloo, ON N2L 6C2

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have 2 stores with shopify and agreed to signup to their yeally subscription. Paid over $1400 in advance. However due to our situtuation, my medical condition and recently divorce, we have to close down the stores. When I contacted customer service and hopefully for a refund for the remaining months and they said NO. Regardless of how many times I explained the situation they still said no. We are only few months in so there are over $1000 credit left. Here is the chat transcript with support ****************************************************************************************************************************************

  

  Business Response

  Date: 07/06/2023

  Hi *****, 

  
  My name is ***** - I am an ********** **** here at Shopify. I have reached out to the account owner email we have on file with further information on this issue. If you have any questions or concerns please respond via that thread and I will get back to you. 

  
  Thanks, 
  ***** | ********** ****
  

  
  

  Customer Answer

  Date: 07/06/2023

  
  Complaint: 20156731
  
  I am rejecting this response because:

  Shopify again implying that it is a commitment but not taking into consideration of my situation.

  Nobody want to close a business down but under circumstances they have to. As a company provided services and if a customer requested to be discontinued the fee must be refund. This is a complete fraudulent of their act for stole money from people. It is not a small amount either.

   

   

  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 08/06/2023

  Hi *****, 

  While we appreciate that everyones circumstances are different, if a store is actively using our platform and its tools, it must have the account paid in order to use said tools. I have provided you with a more detailed description of our resolution solutions in ticket # ******** which was sent to you via email. 

  I look forward to speaking with you further. 

  Thanks, 

  ***** | ********** **** 

  Customer Answer

  Date: 08/06/2023

  
  Complaint: 20156731
  
  I am rejecting this response because:

   

  I have 2 stores.
  while i closed down one store and did not notice the refund, that is when i contacted support for refund before I close down the other.

  but then I found out about your hidden rule about no refund regardless or circumstances. That is why my other store remain open.

  The court rule until end of the month and while you are not helping or provide any solutions other than implying your rule meaning you have no desire to help.

   

  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:07/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I signed up for Shopify and one of the key factors I chose them over other companies that provided their service was due to the 24/7 hour phone support that all of a sudden with no warning has disappear. There has been no word about it customer reps do not have any information on when and if it will be reinstated and Shopify is still charging me the same amount even though I have not been able to receive this service. Their chat reps send general links with no direction to an answer. This is completely unacceptable. My entire shop is not weaved into this company and I can't even access the phone support and shopify has not done or said anything about this or reduced the price of my monthly membership.

  

  Business Response

  Date: 11/06/2023

  Hello ****, 

  
  ****** here, an Operations Lead at Shopify. Thank you so much for taking the time to share your thoughts with us. I’m happy to provide you with some context regarding the availability of callbacks at this time. 

  
  As a company, we are always looking for ways to improve our services and ensure that we provide the best possible experience for our merchants. As a result, we have decided to focus on email and chat support, which we have found to be the most efficient channels for quickly and effectively providing support to our merchants.

  
  At this time, we are not currently changing our pricing plans due to the changes in availability of our phone support. Our email and chat support channels are optimized to meet your needs, and we remain committed to providing you with the same level of service and support that you have come to expect from us.

  
  Thank you for your understanding in this matter. If you have experienced any account specific issues you would like our help with, please let us know, and I will be happy to reach out to you via our secure channels. 
  

  All the best,
  ****** | Shopify Operations Lead
  

  
  

• Initial Complaint

  Date:06/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have over 40 stores and simply need to see the charges paid towards a certain app. Some of our stores were created in 2020, while others in 2021. We need all charges ever paid towards an app, *********, since our stores' inception. Many of these stores are inactive, and Shopify's exporting of billing information is extremely manual and cumbersome when it comes to finding which app was paid which amount. We contacted Shopify's support team ******* ********* and they have refused to export this data, providing excuses such as they can't pull data from before 2022 (yet the data is on their site, so it is stored and can be pulled) and that they'll give us free trials so we can spend time validating 40+ accounts and spending countless hours pulling data that should be available in bulk. We need this issue to be better addressed. We understand that Shopify doesn't have full functionality but, in these cases, the tech team needs to pull the charges we're looking for for our stores. Please note that the chat agent we spoke with, *******, via ticket ********, was very unhelpful, refusing to allow us to speak with tech directly regarding our data retention and retrieval concerns, and continued to copy and paste the same information over and over as if we couldn't read, then acted as if she had no idea why we were asking the questions we were. These agents need actual training, especially when we clearly have a tech question and do not want a rep who does not know what they're doing to be the liasion. To refuse to have us speak to a team to address our concerns, as if we can only speak to one agent who is in need of coaching at Shopify given the amount of business we've done is insanely unprofessional and horrible.

  

  Business Response

  Date: 19/06/2023

  Hello *********,
  
  My name is *** and I’m a Support Lead at Shopify.
  
  Thank you for sending this complaint through to us. I shall be reviewing your store to determine what has occurred. 
  
  Due to the public nature of the *** I am unable to discuss account specific details. I shall email you at the email provided on this complaint with some questions to authenticate yourself and the store and once this is answered I’ll be able to investigate. 
  
  Warm Regards
  
  *** - Shopify Support Lead
  
  

  Customer Answer

  Date: 20/06/2023

  
  Complaint: 20150485
  
  I am rejecting this response because:

  This response does nothing to resolve the issue. We have responded to this agent separately over email and are waiting for a reply.
  
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 21/06/2023

  Hello, 

  
  As per my previous messages all information and resolution details will be shared via email. 

  Kind Regards

  *** - Shopify Support Lead
  

  
  

  Customer Answer

  Date: 22/06/2023

  
  Complaint: 20150485
  
  I am rejecting this response because:

  Shopify is stating that they have no record of how much they have paid certain apps over specified periods of time, which is obviously incorrect. This has not been resolved and I have responded to them via email.
  
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 22/06/2023

  Hello, 

  We have provided you with our answer via email. The information is available, however you yourself have to spend some time to extrapolate the specific information you require. 
  As advised we do not have an automated report to provide this. You are asking for something which is not available as this time. 

  Kind Regards

  *** - Shopify Support Lead

   

   

  Customer Answer

  Date: 23/06/2023

  
  Complaint: 20150485
  
  I am rejecting this response because:

  As mentioned to you just now by email, we do not have access to the information you stated in your email. The invoices available on our inactive stores, for example, do not breakdown amounts paid to each app developer. They are grouped together in an "Apps" bucket. We are writing a *** complaint as you need to follow-up with your backend team regarding this, you know that was the entire point of the concern. This information is extractable as you created invoices and Shopify has to be aware of how much you are paying your app developers. I guarantee this is stored in a quick report format, not by PDF, by month, where we need to extract over 24 months of PDFs for over 40 stores (960 PDF reports that we then have to piece together). Again, even if we had the 40+ hours required to do this, the PDFs do not breakdown the specific costs by developer, as mentioned above, not addressing our concern. Shopify/*** has provided a condescending response that information cannot "magically" appear. It does not "magically" appear for us either. *** has taken on the exact same tone of the representative by chat as he does not seem to be looking into this completely.

  Shopify/*** should have quick records on how much they have paid their app developers, by store. The fact that ***/Shopify is not providing an explanation here, pushing work off onto the customer without actually looking into this issue, on top of the fact that we have spent over $55,000 in fees to Shopify over the last year and are not being addressed as a customer that Shopify is willing to retain, is concerning. We expect a level of professionalism here that is rarely seen with Shopify. Repeatedly, they have also brushed over complaint concerns and rarely address how representatives handle concerns over chat.
  
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 26/06/2023

  Hello, 

  We have provided you with an update via email.

  We have done everything we can to support you through this issue. 

  Kind Regards
  

   *** - Shopify Support Lead

  Customer Answer

  Date: 27/06/2023

  
  Complaint: 20150485
  
  I am rejecting this response because:

  *** responded with a misunderstanding to our concern. He provided steps to export our invoices (which we already had) but did not show where to see the app developer's charges from here, which is the entire point of puling these invoices. This was our original concern and has not been answered, and this is an easy clarification. Shopify has not responded to this complaint correctly.

  Secondly, *** stated that he connected with the Billing Team over this matter. We already did this before the complaint. Our complaint was to connect with their Technical Team. Although mentioning this several times, *** has not confirmed that he has escalated this matter to the correct team.
  
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 27/06/2023

  Hello, 

  This information has been provided via email. The merchant is confused as to what teams play what role in Shopify. 

  Kind Regards
  

  *** - Shopify Support Lead

   

   

• Initial Complaint

  Date:02/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction February 1, 2023 Paid $312.00 One year subscription to web hosting There was an issue on other Shopify account of $207.50 that was to be refunded to us. They promised to refund and did nothing, We went to credit card for relief and Shopify blocked us from this account as retribution. They forced us to go back to ***** ** and remove the dispute which we did. That was on May 29, 2023. We've notified them at least 10 times about this and they nothing. In the meantime, our small business is sufferring and we cannot sustain this closure. We may have to reduce staff or close our business. We sell medical products of high importance to our customers. We need your help.

  

  Business Response

  Date: 03/06/2023

  Hello ***,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding accessing your store. In order to address your specific concerns, I will follow up with you via email through our secure channels so that we can discuss your account needs in further detail.
  
  Thank you,
  *****
  
  

  Customer Answer

  Date: 03/06/2023

  
  Complaint: 20134294
  
  I am rejecting this response because I am unable to commuincate with anyone in a timely manner.  This is extremely time sensitive as our business is about to close due to Shopify's malicious closure of our website. I was emailed by a "*****" from a generic email address "[email protected]".  As as happened before, it could be a week or more before I get another response. In the meantime, Shopify has my funds and is not providing the service that I prepaid for in February for one year.  In addition, I am unable to communicate with or refund customers.  I guess the only way to communicate with Shopify now is through the *** or other 3rd parties.  
  
  Sincerely,
  *** ********** ************  * ******************** ****** ** ** ********
  

  Customer Answer

  Date: 06/06/2023

  They finally fixed this issue.  You can stop this complaint.

  Thank you,

  *** **********

• Initial Complaint

  Date:01/06/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They advertise selling designer fragrances online: ***************************************. They have a Shopify approved Dropship “Easily — Wholesale2B drop shipper” app: *****************************************************************************************************************************************************************************************************. After I designed and assembled my shopify store for designer fragrances, they are playing politics and trying to tell me I cannot sell designer fragrances. I am using their sources and I know they are authentic designer fragrances because I did my own research on the drop ship supplier. They have tried shutting down my payment gateway and keep harassing me to fill out and submit ridiculous forms. These are Shopify's own sources and now they are telling me I cannot sell these products after I have invested time and money in my store. Now they are telling me I cannot sell products that they advertise, and I am using a drop shipper that they supply an app for.

  

  Business Response

  Date: 07/06/2023

  Hello *****,
  
  **** here, a Shopify Operations Lead. Thank you for contacting us.
  
  I understand how important this is for you, due to the sensitive nature of the topic, I have emailed you a response, the ticket number is: ********
  
  Best,
  
  **** | Shopify Operations Lead

  Customer Answer

  Date: 08/06/2023

  
  Complaint: 20130699
  
  I am rejecting this response because: ****** of Trust & Safety | Shopify has shut down my website since I filed this complaint.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:29/05/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shopify decided to close my account because they deemed it high risk. They decided to hold all of my funds in reserve but then a week later I get an email from Shopify’s legal department ******************************. They explained that there is no longer any funds in reserve and explained that the funds has been transferred to my bank. Some time goes by and I’m periodically heckling my account for the funds which never came. I reached back out to the legal team and the brushed me off and said ask my bank. I called my bank knowing that they will tell me there is no history of a transfer. So I explained this to them via email and they’ve been ignoring ever since. They balance owed to me is $683 dollars.. This is bad business practice and I would this issue addressed

  

  Business Response

  Date: 04/06/2023

  Hi *****,
  My name is ******** and I am a Support Lead here with Shopify. I recognise the reason for your frustration and I am here to assist you.
  
  Due to the public nature of ***, I am unable to discuss account-specific details here and for that reason, I sent a direct email to the email address you have provided for this review so we can discuss this further.
  
  Warm regards,
  ******** | Shopify Support Lead
  
  

• Initial Complaint

  Date:26/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A merchant sent me the wrong item after guaranteeing delivery. I never got it weeks late. The merchant then issued me a gift card and disabled it the next day just to show the bank they refunded me when I disputed. The merchant blocked my email and social media and has no phone number I am out 750 dollars I’m a mom of 2 with 3 business I would never do this to another person. The company is stealing my money and lying to the bank about having refunded me I have all proof please do something about this merchant as they are running a scam ups told me it was not clothing in the package I saw a lot of customers being ******* by the brand. Please help me and do what’s right as the brand refuses to refund me.

  

  Business Response

  Date: 30/05/2023

  Hi *******, 

  
  My name is ***** - I am a Support Lead here at Shopify. 

  
  Thank you so much for reaching out to us. We understand how it feels when you don't receive the product you paid for, with that we truly empathize. However, due to Shopify’s nature as a platform we cannot interfere with how stores operate or force refunds. A good analogy to explain would be to think of asking a mall owner to refund you for a product purchased from a rental space within that mall. They would tell you that you need to go to that store because the mall's customer service will not refund or return products for a store.

  
  Regarding alleged fraudulent stores on Shopify. We take fraud very seriously and thoroughly examine all complaints made against a store. Any complaint made against a Shopify merchant is carefully investigated. Due to privacy reasons, I cannot confirm if the store is actually a Shopify store as Shopify is only the platform, and we have no involvement in the day-to-day operation of a merchant store with their sales or product shipments. If it is a Shopify store, the claim to your bank will trigger a notification internally, which we can use to investigate the store as needed. We will take a look at store activity and take action where appropriate. For legal and privacy reasons, we will not be able to share the results of this investigation with you, as this violates Shopify's Privacy Policy and Terms of Service.

  
  We take your feedback very seriously and do our best to ensure that stores using Shopify as a platform conduct business activities that satisfy their customers. I have reached out to you via the email provided with more information on ways to retrieve your funds from this merchant. 

  
  Thanks, 
  ***** | Shopify Support Lead
  

  
  

• Initial Complaint

  Date:25/05/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shopify decided to freeze my payout of $3700 from a customer and tells me I cant Get it until September 22,2023. This is unacceptable. This matter can be resolved if Shopify refunds the customer which they are not doing.

  

  Business Response

  Date: 30/05/2023

  Hi ******,
  
  My name is ****, I'm a Support Lead here with Shopify. I understand you are reaching out in regards to your payouts from Shopify Payments. I regret to hear of the issues you've been encountering and I'd like to work on the matter with you further. 
  
  Due to the public nature of the *** I am unable to discuss account specific details here and for that reason I will email you directly to the email address you have provided, and we can continue the conversation.
  Kind regards,
  
  **** | Support Lead
  
  

• Initial Complaint

  Date:24/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I RETURNED TWO SEPARATE ITEMS IN WHICH THIS COMPANY (******) HANDLED THE RETURNS AND PAYMENT PROCESSING. THE RETURNS WERE MONTHS AGO AND I STILL HAVE NOT SEEN A REFUND OR CREDIT TO MY CARD ON FILE! I WILL BE FILING CHARGES WITH THE STATE AG OFFICE FOR FRAUD. THE CHARGES IN QUESTION ARE FROM ****** ***** FROM JAN, 2023 (ORDER: *************) THAT WAS REFUNDED ON MARCH 1, 2023 BUT THERE WAS NEVER A CREDIT ON THE CARD USED FOR THIS PURCHASE. I HAVE THE DETAILED INFO FROM ****** WITH THE ALLEGED REFUND AND OF COURSE THEY TOLD ME TO CONTACT ******. ANOTHER PURCHASE WAS FROM ****** FOR HUE LUGGAGE. ****** ******** THAT WAS REFUNDED IN APRIL 2023 AND I HAVE CONFIRMATION FROM ****** IT WAS REFUNDED AND I WAS REFERRED TO *******. AGAIN, NO REFUND WAS CREDITED TO THE CARD ON FILE. THEREFORE, THERE ARE TWO SEPARATE CHARGES HERE THAT ACCORDING TO MY BANK RECORDS WERE NEVER REFUNDED. THIS COMPANY'S REPUTATION FOR FRAUD SPEAKS FOR ITSELF BOTH ONLINE AND THE *** COMPLAINTS I'VE READ! SINCE THERE IS NO CUSTOMER SERVICE TO SPEAK OF ON THEIR WEBSITE, I AM FILING THIS COMPLAINT AND DEMANDING A REFUND ASAP (SEE ATTACHMENTS). I CAN BE REACHED AT ************ AND SUGGEST THE COMPANY RESOLVE THIS MATTER ASAP.

  

  Business Response

  Date: 24/05/2023

  Hello, 

  
  My name is *****. I am a ******* **** here at Shopify. We have received your complaint and reached out privately via the email you provided here. 
  If you have any questions or concerns please respond to my email directly and I will get back to you. 

  
  Thanks, 
  ***** | ******* ****
  

  
  

  Customer Answer

  Date: 02/06/2023

  
  Complaint: 20100380
  
  I am rejecting this response because:

  This company has not helped at all!  They will not respond to any of my emails! 

  
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 02/06/2023

  Hi ***** 

  Please see ****** ********* for more information. I did reach out yesterday with some more information regarding your refund. 

  If you have any other questions or concerns please respond to that ticket directly. 

  Thanks, 

  ***** | ******* **** 

• Initial Complaint

  Date:24/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 10, 2023 I was locked out of my Shopify store. I have contacted support upwards of 12 times now. They have people working in other countries to verify my information to "get my account back to me." There is no phone number to contact, it's only chat and email. My livelihood is based on making sales in my store which I have not had access to for the last 17 days as of today. No one can tell me when I will actually receive help and gain access back to my store though they are still charging me $44 per month. I have lost all my time and money the last 17 days trying to solve this and getting no help. I have nearly lost my mind trying to figure out if I need to build a brand new website and start over, which I have started over while waiting. So now I am rebuilding a brand new site which takes 60+ hours to make. I cannot push any advertisements because I cannot process sales. I want compensation for my store and for the time and money lost. A company as big as Shopify should NOT be serving it's customers like this. ANY other app would have this problem solved in minutes. I have full chat transcripts if needed.

  

  Business Response

  Date: 28/05/2023

  Hello ******,

  
  ****** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding your account access. In the future, we kindly ask that you submit your *** complaint using a valid email address, as this is how we communicate with you. However, as we were able to see an email address within your attached screenshot, our team will be reaching out to you via email through our secure channels so that we can discuss your account needs in further detail.
  

  Thank you,
  ******