Hi,
I haven't been able to log into my Pinnacle account since around Sunday June 14th of this year. Whenever I tried to log into my account, I kept getting an 'Access Denied' message and was unable to log-in. I have never had a problem logging into my Pinnacle Account up until just over 2 months ago. I initially contacted Customer Support via email and received a ticket number where I got a generic response stating that they were receiving a higher than usual volume of requests which may result in delays of 12-24 hours. I never heard anything back for quite some time so I contacted Live Customer Support on Friday July 10, 2026 and was told that Live Customer Service cannot do anything regarding this matter but the Live Customer Service Agent said she would escalate my case to the relevant team for review. The Live Customer Service Agent also stated that she would send a follow-up to the relevant team once the chat is over and as soon as they respond, I would receive an update from Pinnacle Customer Service via email. So I was just told to wait for an update on my case via email and that it may take a few more days since they were receiving an influx of inquiries. So a few days passed and I never heard anything back via email, so I contacted Pinnacle Customer Support via email 9 days later on Sunday July 19, 2026 and was told yet again that, "Upon checking, regretfully, your concern is still being looked into by the relevant team. Please be advised that we will shortly send a follow-up to the department in charge regarding your query. As soon as we receive a response, we will update you accordingly. We understand how frustrating it must be to wait, and we sincerely apologize once again for the delay. We greatly appreciate your continued patience." Once again, I haven't heard anything back from them since Sunday July 19, 2026. So on Tuesday August 11, 2026, I sent an escalation email hoping it would garner some sort of attention or be passed on to a manager, etc. so I can get this resolved but as I'm writing this on Friday August 21, 2026 I haven't heard anything back, not even a generic reply stating that they received my email. I have never experienced this kind of problem with Pinnacle before or ever had any issues logging in for years. You would think this issue could be resolved in a much more timely manner as all I'm trying to do is log into my account. There's also around $3,400 CAD in my account as well. I'm hoping SBR can help resolve this very frustrating matter.
Thank you for taking the time to read my post, it is very much appreciated.
I haven't been able to log into my Pinnacle account since around Sunday June 14th of this year. Whenever I tried to log into my account, I kept getting an 'Access Denied' message and was unable to log-in. I have never had a problem logging into my Pinnacle Account up until just over 2 months ago. I initially contacted Customer Support via email and received a ticket number where I got a generic response stating that they were receiving a higher than usual volume of requests which may result in delays of 12-24 hours. I never heard anything back for quite some time so I contacted Live Customer Support on Friday July 10, 2026 and was told that Live Customer Service cannot do anything regarding this matter but the Live Customer Service Agent said she would escalate my case to the relevant team for review. The Live Customer Service Agent also stated that she would send a follow-up to the relevant team once the chat is over and as soon as they respond, I would receive an update from Pinnacle Customer Service via email. So I was just told to wait for an update on my case via email and that it may take a few more days since they were receiving an influx of inquiries. So a few days passed and I never heard anything back via email, so I contacted Pinnacle Customer Support via email 9 days later on Sunday July 19, 2026 and was told yet again that, "Upon checking, regretfully, your concern is still being looked into by the relevant team. Please be advised that we will shortly send a follow-up to the department in charge regarding your query. As soon as we receive a response, we will update you accordingly. We understand how frustrating it must be to wait, and we sincerely apologize once again for the delay. We greatly appreciate your continued patience." Once again, I haven't heard anything back from them since Sunday July 19, 2026. So on Tuesday August 11, 2026, I sent an escalation email hoping it would garner some sort of attention or be passed on to a manager, etc. so I can get this resolved but as I'm writing this on Friday August 21, 2026 I haven't heard anything back, not even a generic reply stating that they received my email. I have never experienced this kind of problem with Pinnacle before or ever had any issues logging in for years. You would think this issue could be resolved in a much more timely manner as all I'm trying to do is log into my account. There's also around $3,400 CAD in my account as well. I'm hoping SBR can help resolve this very frustrating matter.
Thank you for taking the time to read my post, it is very much appreciated.