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I have had an RH account with a few assets for a while. I would like to exercise those assets but, RH required me to verify my identity (again). Since my account was created, I have had a change in my legal name. They required a picture of my ID (drivers license), which I provided. They noticed the name change and required a copy of the legal documentation. I provided that, via their app, as requested, then the went silent for 2 weeks. Their "We're reviewing your info" blocker page states it ["typically takes 1-3 business days"]. It has, as stated, been much longer (weeks).
It took my bank(s), CC companies, utilities, and the DMV (!), and the Fed (new birth certificate) a few hours to a few days to get the change confirmed and processed but RH has done nothing.
Claimed loss: None, at the time of writing. But, if I cannot move my assets, they may (probably will) decline in value... very soon.
Desired outcome: Formal/legal reprimand/action.
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RH continues to give me the run-around. Eventually (several hours later) a representative responded and required me to supply the same documents... again! This time with an added selfie via the app. I did that and returned to the in-app chat. Another 7-8 hours later, yet another representative, a different person, stated they had received the documents but, they had not heard from me. As soon as I saw that, I posted back that I was there and requested a phone call be scheduled so we can work this out in real time. Another several hours later, yet another representative responded telling me to go to the customer support section in the app and set up the call. The directions were possibly in-error or otherwise incorrect as it just sent me back to the same "AI" customer support section I had already been interacting with. There is, as far as I can tell, no place to get a phone call scheduled.
At this time, I have yet again received their "confirmation" that they have all the documents they require and they are processing. It seems I have to wait? Or, better yet, hope the weight of this site can get them to act properly. 🤞
Aaaand... It has started. My assets have lost $1,700 in value *today*! And, RH continues to stall and ignore my messages. The blocker page still says they are "reviewing my information". Are they gatekeeping until the assets I purchase thru them depreciate to below the value I purchased them at? Who knows!?
It's been over a month now and... they are still "reviewing".
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