Had a similar experience with Kalkine. Paid good money for a 2yr service that included a dedicated manager. All he was interested in was selling more Kalkine services. He quickly evaporated when I would not buy more. I complained and was promised a better customer service but that was a hollow promise IMO. I still get reports but recently been bombarded by them wanting to "review" my portfolio. Extremely persistent bunch that's for sure. I think what they really want is for me to renew my subscription. Fat chance.
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