Flawed onboarding process and poorly trained verification staff
The onboarding process involves an unnecessary amount of friction due to a lack of basic technical and procedural knowledge from the verification team.A legitimate utility bill from YUNO Energy was rejected under the incorrect assumption that it was "not issued by the company" simply because the metadata showed it was generated via IronPDF. This demonstrates a fundamental misunderstanding of standard digital document generation and APIs. Furthermore, a valid phone bill contract was rejected with a blanket statement that phone bills are not accepted as proof of address.Despite requesting an escalation, the support chat failed to resolve the issue properly, at one point inappropriately suggesting a driver's license be uploaded as proof of address.The verification staff operates with an adversarial mindset rather than a helpful one, resulting in a completely abandoned onboarding process. This review is intended for QA to review their staff's training and standard operating procedures. I will not be returning.
