Topic: Bitwala - Get ready for Blockchain Banking - page 22. (Read 38830 times)

Thanks to Bitwala, i am happy with this service 

Hello I have the following problem:

I got upgraded to level 2, then a day later I receive this message from [email protected]:

"........

"We need additional documents to upgrade your account. Please find below the status of the documents submitted by you.
* Proof of Identity (POI) - Invalid Document / Unsuitable document / New document required.
* Proof of Address (POA) - Document accepted / Document not required to be submitted.
On the basis of the above status, request you to submit additional documents to process your request to upgrade your account."

Then it forwards me to:
https://cardholderonline.com

In order to upload again my POI.

The final sentence of the email is:

"Please ignore if your account is already upgraded.
Sincerely,
Bitwala GmbH Customer Service"


Is this message legit?

Who is cardholderonline.com is it safe, how is it connected to bitwala?

Should I do anything, my account shows me as level 2 in bitwala.


I asked your support and told me that I am downgraded to level 1 but my account shows still level 2..


also is [email protected] an official support email? I can see on your website [email protected] ?

Hi there,

The ATM withdrawals limit for a verified cardholder is 2 * 1000 EUR in 24 hours.

The 2000 EUR limit you are referring to only applies to bank transfer.

Best regards,
Jan

Thank you Jeff!

The limiit can be raised to 50000 Euro per month. Simply apply for Level 3 from within your account. It usually doesn't take longer than a business day.

Cheers
Jeff from Bitwala

Is it true that with level 2 there is a limit of 2000 per month? THis limit is for ATM withdraw or also purchases?

How can one increase this it seems lower than all of your competitors, e.g. wirex, xapo etc

Thank you I will apply for verification.

Hi,

you can withdraw both. The card is denominated in Euro, so if you withdraw Turkish Lira, you'll need to pay an extra fee for currency conversion (3%). You can read up on our fees here: https://www.bitwala.io/pricing/

Hope this helps!

Cheers
Jeff from Bitwala

Hello I want to signup to bitwala and create a verified debit card.

I live in Greece but very often visit Turkey, can I withdraw Euro or Turkish Lira from Turkish ATM?

Sure. We are operating on a limited budget, so we can't provide live support right now (as in phone support or live chat support). You can, however, send us a message via email (or skype) and also schedule a call if that's necessary.

No problem.

Any comments on my suggestions?

Hi there,

sorry for the misunderstanding.

What I meant to write was: If you can't reach us via skype, please send an email and we'll get back to you asap.

Cheers
Jeff from Bitwala

Hi Jeff,

Please read my suggestions and note that although I mentioned the contact page you are referring to, I didn't say anything about contacting you by email or opening a support ticket. IMO that's working just fine.

 

Hi Coali,

thanks for the heads up. If you can't reach anybody over Skype, please send us an email and we'll open a support tickets. That's actually the fastest way to get help from our support staff.

Hope this helps.

EDIT: Here's a list of the relevant email-addresses: https://www.bitwala.io/contact/

Cheers

Jeff from Bitwala

Just a heads up ...

Since there isn't any phone number to contact you .... It would be nice if you actually had someone taking care of the skype you have in your contact page.

I have been trying to contact you on skype for more than two weeks, but there is no one there.

Suggestions:
If you can not provide a contact phone number ...
Put someone to take care of your skype, or remove it from your contact page.
Put a chat box and an operator on your website.

Hi jelin1984,

Thanks for reaching out.

We have experienced today a delay of few hours in replying to support emails because lots of customer requests didn't passed the spam filter.

This is fixed by now and we always make sure to reply within 1 business day which is our policy in service.

Please understand that we currently can't resolve issue on the weekends.

If you send a private message with your transaction ID or email address, we are happy to look into your case with priority.

Thanks a lot for your patience and understanding,
Bitwala

i had sent today a lot of message at support team

and no answer from them why that happen???

Hi at all,

Thanks for reaching out. Your honest feedback is highly appreciated, we do take your opinions serious.

We are happy to give an update on the situation: Our team has started processing pending transaction as promised yesterday (Thursday) and started to continue business as usual. All users have already received their card top-ups to your VISA cards by now. Your bank transfers should arrive in your bank account no later than tomorrow if it is a local transfer.

As you already know, there was a delay in payouts due to European bank holidays on Friday, April 27th and Monday, May 1st. We have informed our users by displaying this status update that this long weekend will affect our business a few working days in advance highlighted on our website. This is an extraordinary circumstance which usually only happens at Eastern or Christmas time.

We are sorry for the delay of 1-2 business days, we always promised to deliver within 1 business day and we will keep you in the loop if not. Our regular payout timing resumed already. If we can't fulfill our promised service, we have always refunded our customer funds in 100% of their value transmitted. Our fee schedule is transparent online available at the main menu of our homepage, our support guarantees to answer within maximal one business days, usually and during opening hours we are much quicker.

We already started implementing major changes to create more independence from banking opening hours to keep on improving our services. Our funds in transit are minimized to reduce any risks, we do not trade long or short in your name and have always delivered the promised exchange rate from the day of your invoice payment as fast as possible.

Therefore we ask you for your understanding and patience. Please feel free reach out to our email support if you have further questions to request more information or an estimated time of arrival.

Thank you.

All the best,
Bitwala

It is 2.5.2017 14:20 and my card is not topped yet although tx has more than 580 confirmations since last Friday and support is not active for more than 4 days. This is getting funny.  


What has Germany to do here? Information on their site is their company should be registered on following address Safaru B.V., Molenstraat 20, 7551 DC Hengelo, Overijssel, Netherlands but in public records is found in a private house in suburbs in Grotestraat 64 Borne, 7622 GM, Netherlands. I find this very strange why are they publishing alternative address instead of the one in KvK records.

I am not bitwala support, but I know them a bit.
The problem you describe seems to be that your transaction doesn't go through (ie is not being confirmed) - that's not bitwala's problem, they can NOT do anything about mempool and mining fees.
So if you send a transaction on Thursday that finally is confirmed on Sunday, then yes, you need to wait until Tuesday.
That's the problem with German banking legacy systems :-D