Topic: Has anyone got a reply to a support ticket on poloniex? (Read 2385 times)

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I have never got any and I do trade through them before but some times most of the issues I fill form for are always resolved.  It should be a good thing if poloniex are treating they customers with respect by reply to any tickets fill by their customers.

They answer very late and usually, they don't help to solve the case. Poloniex and bittrex have very bad support and their ticket system is not helpful.

Support in exchange poloniex for a very long time responding. Last time I have a problem with withdrawing and make a ticket vidmate apk

If your waiting for over a month post your ticket numbers in this thread.

https://bitcointalksearch.org/topic/is-poloniex-liable-4400856

Poloniex. Haha. I used their account for many months as a verified user, but when I wanted to reach enhance verified account, there were issues and problems. I wrote to them a very detailed support ticket. Never replied. It has been more than a year. I did reopen on the same ticket two times I think? A few months apart. So no they have never replied to me and I would never expect them to. I gave up my account there when it became "LEGACY" account,,, I did not want to go through another disappointment.

have you tried to verify your email in poloinex when listing. and whether you've tried to find a contact other than email support. such as telegram contacts or others. better looking for it, because it is very in pity if you lose money.

I'm Still waiting.. send two already

https://bitcointalksearch.org/topic/is-poloniex-liable-4400856

https://www.google.com/search?ei=X46UWpjWMdHGwQK1wo6oDQ&q=2FA+security+vulnerabilities&oq=2FA+security+vulnerabilities&gs_l=psy-ab.3...5134.13593.0.13955.16.16.0.0.0.0.287.2679.0j3j9.12.0....0...1c.1.64.psy-ab..4.11.2451...0j0i22i30k1j33i21k1j33i160k1.0.J04xnabMdjQ

Hello, after having phone issues, I factory reset it and completely forgot that I had Two-step verification set up for POLONIEX using the Google Authenticator app. I issued a support ticket for that as "Disable 2FA". Within  10 hrs, someone was assigned to see the issue. He replied to my ticket as:
"1) Please check your Poloniex-registered email address for a verification email containing a 6 digit code. Copy and paste that code into your response to this message.
2) Three of your most recent deposits, including:
the type of coin,
the exact amount,
Tx ID (also known as a transaction hash), and
date.
If you deposited coins from another exchange or a personal wallet, please check the other exchange or wallet to find this information.
3) A description of your recent trading activity. "

I submitted all the info in my response. Then I got another reply as:
 
"For the next step, we have disabled the 2FA but enabled access to your profile page so you can re-submit your information for verification. Please note that this will be the only part of the Poloniex website your account will be able to access during this step of the process. Please log in to your Poloniex account and proceed through the verification process to enter your current identification information.

***IMPORTANT: When the verification process asks for a photo of your face, please write "Poloniex" and the current date on a piece of paper and hold it alongside your face so that both are clearly visible in the picture.*** For an example of what this looks like, please see this article from our Support Center.

Please also be aware that this is a timed process and we therefore recommend preparing any documents you may need before beginning the process of updating your profile.

https://poloniex.com/profile

Reply to this message when you are finished and we'll send it for verification immediately."

I did the same as I was told to and after 10 minutes, my account was re-enabled.!.

I think it mainly depends upon the type of request that you made, the assigned Poloniex support staff and the documents you upload alongside.

I suggest you all, just have patience in solving this sort of critical issue. And Please enable 2FA security on your Poloniex account and print the 16 digit backup to store in a safe place.

It seems to me that most of the exchanges are doing really poorly with their support system lately. They claim that they are overwhelmed with tickets and/or short on staff. I can't really judge them without being in the inside but waiting for over a week is unacceptable. Hopefully you can get their attention on twitter or any other social media outlet.

Many people are fed up with Poloniex exchange because they are not giving proper answers to the question raised by the people, I see there are many issues circulating negatively with the Poloniex exchange.

Still no respond almost 1 month.

When I had a problem I sent a request. Answer I have not received but the problem was solved, I don't know what this was influenced by

This guy had to wait for four or five months to get his ticket solved.

15 times application for account approval
I've got 3 support tickets. No answer ... I waited 1 month, I'm wait ...

I think really it is very bad for us because after sending a lot of money and how many days it will confirm the payment because if they keep drag like this people will lose faith in Poloniex. I think it is better to shift from Poloniex to another exchange.

Did you got any response from them ? My account also frozen they won’t given me any response yet!!!

Anyone can help me my account has been Frozen Friday I’ll submitted tickets poloniex but still they didn’t back any reply . Right now I cannot trade and can’t withdrawls my money. I don’t know why they frozen my account!! My ticket number is #[#672643] please anyone help me get back my account

how did you get your profile verifcation to showing pending status?
Mine does not show anything just after I complete the verification it says completed and on my profile still legacy... nothing about pending status. Also says my verification failed but I have done everything right..

They are closing all legacy accounts.

Unbelievable, but I got my lost BTS back yesterday. After 4 month of waiting! Never ever Polo.

Same issue here also. Opened a ticket 7days ago
Profile verification showing pending status.
No reply yet.
Wondering if the people who are getting their issues resolved (if any) simply don't bother to tell us

Not only did they lie to me but I went and looked at the support tickets a month or so after they were supposed to kick the tiket up to an admin as the regular guys don't have access to the code that was screwing me over and lo and behold my tickets had all been marked as SOLVED and closed without even any notification sent to me. So fuck those shady cocksuckers. I'll no longer defend them they have gone full on scam and it looks like they are selectively not allowing btc withdrawals, probably those that they think can't goto the cops.

thanks anyway but thats not very reassuring with $70,000 at stake ........
there is no way it should take a half or a quarter of a year to check a tx and credit someones account

When last time support reply to your ticket? If your ticket status " being handed to agent xxx" all you need to do is wait.
and are your tx recorded on the chain? If yes then you will be fine, you just need to forget it like what I do. Hopefully, your deposit will get credited under 3 month unlike me.

5000 BitShares. Not so much, but anyway.
I will never ever made a trade their again.

My problem is a deposit that wasn't credited properly for some reason, I sent xlm with the correct memo number for my amount and normally it just works but not this time unfortunately....
Hopefully support can credit it manually if the automated system isn't working but time is money in crypto....

Was it a large amount?

I'm waiting since 3 month for a reply. I guess my money is gone.

Oh did you mean some auto-generated one? or some reply that solves your problem?

Last time I have a problem with withdrawing and make a ticket. it's solved eventually after 3month++. Oh, sure they replied my ticket within weeks and then never answer my ticket again until my withdraw go through. I try to withdraw my XLM at that time if you wondering and you know what? some user with XLM have the same problem and their's problem get solved almost at the same time like me!?

I don't know why this happens though, they never tell why. Maybe because of my verification lvl still T1? But anyway, another time  you want to withdraw something just use top 5 currency there like BTC,ETH,LTC etc

Support in exchange poloniex for a very long time responding. A month or more. Me only 2 times luck and they responded within the day. On bittrex do it faster (during the day)

I sent $60k there and it didn't credit to my account... Still waiting and hopefully someone can process my support ticket before 2017 is over

Very worried about poloniex, after troll box missing many problems that arise. some traders have left it. it is the right step when you begin to lose patience and lose a lot of time.

No I haven't received any reply from support team of Poloniex as I created new account there and submitted all the relevant documents for verification and its still showing me pending verification and even no response from the support team..it really sucks.

I'm waiting since 6 weeks for a reply to my support ticket. They lost 5000 BitShares on a cancelled transaction. We should report them to the authorities, because it's obvious that they are either bankrupt or thieves.

I'm warning you. Move your coins away from there.

Its quiet alarming already that people didn't have any feedback regarding if poloniex did already replied to them.This is already 3 months old thread correct me if I'm wrong and the issues are still the same after all this time.Im a trader on poloniex but I haven't experience such issues the same on other users.Hope that it would be resolved soon.

I have the same situation with you , still haven't got any response. Fortunately , I nearly have nothing in that account. Now I trade on bittrex instead.

Any recent responses from poloniex to anybody on this board?
My account has been frozen for almost 2 months straight(by accident, sigh) with exactly zero response?
Has anybody received any responses at all?

Still nothing but a support staff I spoke to on IRC said it had been set to the admins as thats the only ones that can check on my issue. It was not deposit or withdrawal related.

I opened up a ticket. for an urgent matter. My account got locked. 2Factor Auth applied without my notice. M not sure whether my account is safe. changed email password. So far no response from poloniex

Ticket No #393188

Very slow response. should not be like that. all others respond quickly

#296628 Frozen Account 25 days, 14 hours and counting.
After receiving a notice of a unusual ip address login, I froze my account. Turned out it was just me on a mobile platform. 25 days with no end in sight to fix something as simple as this?
Sigh.

I also wanted to open a thread here with this exact same question. "Being Processed since 14 days 23 hours". This under-staffing excuse is a fucking joke to any business accountable for billions of dollars worth of assets. Not to mention the millions they are making just off of fees WE PAY... I smell something fishy.

Also part of the blame is too many band wagoners and "dumb money" with no experience of losing their butts in an exchange, giving control of your private keys. Leaving so much volume on ANY CENTRALIZED exchange is just begging for the unthinkable.

If they are insolvent (which personally, I don't think is the issue), or incapable (much more likely) of bouncing back off this... yikes.

Too many eggs, in a tiny ass basket? Thoughts?

Edit: I am new here, and signed up, JUST because of this.

I got a reply yesterday from a roughly 4 week old support ticket which also included an apology for the delay.

https://bitcointalksearch.org/topic/m.19600170

Can't we just sue them? Someone has to be held accountable for this fraud.

Don't use Poloniex, move your coins out there as fast as you can!. If you will not get an indefinite "Awaiting for approval" withdrawal status when you move your coins out..

13 Days here and no answer for updating my account from level 2 to 3. Zzzzzzzzz

I was also thinking of creating this type of thread but i will post here since you have already created it.

I have been having a pending support ticket that is almost 2 months old and i keep on updating it daily without any response from polo support and this makes me to doubt if anybody ever receive any response from them.

I'm also having problems contacting the support staff.
Did a BTC withdraw 6/6/2017, but it have been "Waiting for Approval" for 1 week and 2 days without any answer to my support message.
I did another withdraw 13/6/2017 which went through like it should.
Also found out that I got "Awaiting for your reply" status in the support message two days ago and when opening it there was no answers left or any actions made.

So hard and time taking thing from staff to do a one click job on the computer and do a manual payout?

All I want to know if there has been a SINGLE reply to any support tickets in the past few days.
That will let us know how things really are.

Apparently they are severely understaffed.

But that is no excuse for freezing people's funds. It's straight-up unacceptable.

I will turn my back on them once I have my coins.

I was just wondering if anyone has got a reply to their support ticket in the past one week or say 10 days or so?

I usually used to get replied to pretty fast but its been days now since my Golem Withdrawal has been missing and no reply to support ticket.

So if any of you have got a reply to your support ticket on poloniex then please share so we still know there is hope.
Otherwise it might just be time to move to the other exchanges.