I have the worst customer experience handled by Instarem. There are multiple reasons why I don't want to use their platform anymore.

They don't have any phone support.
When you use the chat support, you need to mention that you "need a live agent", before you can speak to a live agent. To those who are not computer savvy, you'll get lost.
I contacted them asking for assistance, I was disconnected twice. And suddenly you are speaking to another agent, without knowing. They will disconnect most especially if you are upset. TRAIN YOUR AGENT!
I was given the wrong information many times.
There are limitations when adding a beneficiary.
I contacted them how they can help me remove or update the beneficiary, then don't have the capability. What if those beneficiaries are no longer available, so how can you use the platform. ISN'T THAT STUPIDITY RIGHT? So in short, stop using their platform. That's what they are telling you.
I contacted them, asking if we could update the beneficiary, they couldn't help. I was advised to open a new Instarem account, so I created one.
After creating a new account, I have waited for 3 weeks to a month to finish the verification.
I am sending them multiple follow up emails, yet none respond.
Then I need to contact them again, through the louzy chat.
I was disconnected again.
Then someone called me, ask if what account I would like to retain - and i have provided that information,
I followed up with them again, then asked the same questions. I told them that I have provided those information already. Yet they don't have the record.
Then I informed them again.
They closed my old account, yet the new account remains under review.
Then I followed up again. Until I received information that I could not open a new account, and use the old account instead. Knowing that they have closed the old account already.
I asked them if you are going to open my old account, how can I use it, since the beneficiaries could be of no use? They could not give a direct answer.
It ended up that they closed the new account, and reopened the old one. The question is, WHAT IS THE USE OF REOPENING IF THE BENEFICIARIES ARE NO USE TO ME?
Even the manager has no answers to me.
I was given different reasons and information.
The survey link that they sent isn't working, coz they know that I will give them ZERO (not one star!) BUT ZERO IN HANDLING AN ISSUE AND CUSTOMER EXPERIENCE.
In the end, my issue is not resolved, no compensation for the damage they have done, and provided the worst customer service experience.
I am thinking of looking for a LEGAL ACTION of what they have done, since I have all the emails as proof of their NEGLIGENCE AND IRRESPONSIBILITY.

Lost USD5000 with Instarem

On Dec 3 2019 I send USD5000 to Malaysia via Instarem and Instarem promptly did the transfer within a couple of days (very reasonable turnaround).
On Jan 6 2020 I wired USD5000 to Instarem to send money to Malaysia using the exact same wire instructions.
On Jan 8 2020 I called Instarem and they asked me to email the wire instructions from my bank. I emailed the wire instructions to Instarem on Jan 8 2020.
On Jan 13th when I called Instarem they said they are still researching. Same day I called my bank and my bank said the wire was sent successfully and provided me with an IMAD tracer number (IMAD: *******QMGFT*******).
I send this IMAD Tracer number to Instarem both via email and their online chat and was told they will look into it.
On Jan 15th 2020 on Chat when I enquired, they said they are looking into it (it has been 6 workdays since they received wire details and 2 days since they received the IMAD number) and have send to higher authority' and I should hear back in 24 hours.
On Jan 16th 2020 I went to their online chat and enquired (it has been 24 hours since they said they will update me).
It is sad, I am retiring to Malaysia and was planning to use Instarem as my primary company to transfer money to Malaysia on a regular basis. Especially this first year the transfer amount would have been in the USD160K range as I need to purchase a residence in Malaysia initially. That is about $800 in fees that Instarem lost plus about $100 annually at least for the next 20 years or so. Now that my experience has been horrific, I will take my business elsewhere and be sure to warn my friends of the terrible experience and lose of my money.
Avoid this company