Dear Omega Pro Corporate,

We are writing to you on behalf of the Omega Pro customer community, with whom we share concerns about improving the company's customer service process. We appreciate the efforts made by you and many others for the well-being of the community.

Through this letter, we present a series of requests and suggestions that we believe could be of great help in ensuring a satisfactory experience for all customers. These requests represent the feelings and thoughts of a community of hundreds of thousands of people who share the same concerns.

We appreciate your attention and willingness to receive our requests and suggestions, and we hope that you will be receptive to our proposals. We hope that together we can work to improve the quality of service and the customer service process.

1. IMPROVEMENTS IN COMMUNICATIONS

It is important to note that although the crown diamonds convey information, it does not reach everyone, and sometimes, after passing through several hands, the information received by users is very different from the original, causing confusion and chaos. Additionally, it has been noted that a lot of advertising material is created, but not enough content is generated that resolves the community's concerns.
Therefore, a more effective communication towards customers is requested, and to achieve this, the following is proposed:

1.1. Virtual meetings with Andreas, Dilawar, and Mike should be held so that you can explain what has happened and provide transparent information about events and solutions. This would be a significant step to generate peace of mind and confidence in customers, especially since people trusted and believed in you. 

1.2. The implementation of a communication department responsible for sending official written communications about weekly developments to all customer emails through Telegram, Zoom, and the company's official channels is proposed. This would ensure more effective and transparent communication with customers, allowing them to be informed firsthand about developments on issues such as withdrawals, trading, auditing, and other relevant matters.

2 PROPOSALS FOR IMPROVEMENTS IN DOCUMENTATION AND INFORMATION OF SOLUTIONS The clients' urgent need to better understand the status of their processes has been noted. For this reason, the following improvements in the documentation and information provided to customers are requested: 

2.1. In the case of withdrawals, an email should be sent indicating the account from which the withdrawal is being processed, the amount withdrawn, and the withdrawal receipt (TXID) attached to the transaction. Furthermore, this same transaction should be reflected in the broker portal. This will allow users to identify the status of their withdrawals for each of their accounts. 

2.2. In the case of a withdrawal denial, an email should be sent indicating the corresponding account, the reason for the rejection, and the next steps. 

2.3. A dashboard should be created in the broker that allows the percentage progress status of withdrawals and the implementation of trading based on the number of requests received, the number of withdrawals issued by each country, and the percentage progress of each country to be displayed. 

2.4. The broker portal should allow validation and display of the progress of withdrawal or support tickets based on their status (pending, resolved, rejected, etc.) using the provided tracking numbers, and documentation of the response once the ticket has been processed. This is important since several tickets have not received a response, and there is no information on their progress status (e.g., people who have not yet been able to access their accounts in the broker). 

2.5. The language and text of the broker's back-office should be improved to avoid confusion with the provided information. For example, in one part of the interface, terms like "withdrawal" are used when "transferred" is meant. Additionally, there are messages that are not clear, such as "the account is not verified."

2.6. It is requested to implement a website that documents the solution to Frequently Asked Questions to help customers stay properly informed about the different situations of the company. 2.7. It is requested to create video, image, and written tutorials for the procedures to follow on each platform and in the future, to do this when a new functionality is released on the platforms. 2.8. In the case of creating an account on Metatrader or the PAMM page, it is requested to send an email to the user informing them to which Omega account it belongs.

3 IMPROVEMENT OF BALANCE AND ACCOUNT VALIDATION IS REQUESTED 

3.1. It is requested to correct balances correctly since it has been observed that there are errors both in favor and against users. It is important that the company directly and massively review from the database and perform the necessary calculations to correct these errors, instead of delegating the responsibility to users to report cases. 

3.2. It is requested to have access to a mirror of the Omega Pro database so that the original balances of each person in each account can be validated. This would give greater transparency to the balances transferred to the broker and withdrawals. 

3.3. An error has also been identified in which when a withdrawal request is rejected and sent to the broker, 30% of the user's balance is deducted, which should not happen. It is requested to correct this error to avoid incorrectly affecting users' balances. 

3.4. It is requested that the review of the returns be directly from the broker without having to access a different page from the broker. This would simplify the process for users. 

3.5. Accounts should generate returns regardless of whether they are registered in Metatrader. Before having a broker and being registered, accounts generated returns. 

3.6. It is requested that since 4 months have passed without generating profits, the 30% penalty be removed in the account cancellation processes. 

3.7. Some people have received communications from the broker indicating that the account must be validated with the support of a crown diamond. However, there are people who do not have a crown to support them, so we request an alternative to validate these corrections effectively.

4 TECHNOLOGICAL IMPROVEMENTS ARE REQUESTED It is requested to improve the platform, making it more user-friendly. 

4.1. It is requested to implement an option on the platform that allows verifying the wallet to which the withdrawal will be made. It would be helpful if it worked similarly to the functionality offered by Binance, to verify that the correct Bitcoin wallet is being used and to avoid errors in the withdrawal process. 

4.2. It is requested to allow users to confirm their wallet before the broker sends the funds, to avoid inconveniences, as several people have lost access to the wallet they provided to withdraw funds. 

4.3. It is requested that official translations be used instead of Google translations because the latter have proven to be inaccurate. 

4.4. It is requested to eliminate unused options and menus, as this generates confusion and chaos for customers. 

4.5. It is requested to improve the system access process. When the password or login is incorrect, a message should be displayed indicating to the user that the entered data is not correct. 

4.6. Give the possibility of withdrawal cancellation so that accounts continue to operate with the broker. This would reduce the burden of reviews that the broker must do and allow the money to continue operating. It is important that the 30% discount is not applied, as it has been noted to have occurred with many withdrawal rejections.

We request that you give us a point-by-point response to our requests. We appreciate your willingness to implement our proposals, especially at a time when several leaders have abandoned people to their fate. Therefore, these improvements are intended to help you have a clear orientation on the steps to follow.

Sincerely,

The Omega Pro Customer Community