Topic: Pathetic support experience from Coinsecure (Read 2238 times)

Same problems with me too. Staying with coinsecure only because of it's rates, app and website doesn't respond when it should be. Not able to trade for the point where I supposed to be.

90 minute sessions. Logout will happen auto after that. Will add something to extend sessions.. Need to align it with mobile, and that may take some time.

Withdraw links should be working fine. If it fails, need to wait 10-15 seconds, cancel and try again. This is a measure to avoid queueing on the mail server.
However, I cannot see any circuits broken for withdraw emails, today. Can see some missed login links and forgot password links, but nothing in the withdrawal link side of things.

Will test again though.. that part should be fine.. Circuit breakers come into effect if transaction has taken too long and will reset back to normal, once the route clears. So at worst, need to try again after some time.

Again am having issues with coinsecure. Withdrawal and login links are not being sent to my email and I get automaticaaly logged out too.

Seriously unacceptable now , I am waiting for my deposit to be verified since last Saturday and still nothing . Support / Benson never replied i tried to contact many times . Hope that get fix now ; in the meantime as my Deposit stuck with Coinsecure i tried Zebpay and i must say my god they are fast . Verified within 30 min , deposited within 5 min . Most good thing of Zebpay that they has Netbanking deposit option which is automatic and fast , no need to added beneficiary and thing which CS or others has . Simply deposit via Netbanking and its instant . I hope Coinsecure implements this cause this is seriously unacceptable to have deposit stuck almost a week for this much volatile Currency . I missed a lot of opportunities of UP and Down for Coinsecure delays . Benson i know you working hard but you guys need to show some result of your improvement , its always delay and stuck whenever BTC price spike happens with Coinsecure .


Edit > Benson replied me now and i hope this gets fixed for me today at earliest .

7 days before I made a deposit, even that is not been cleared, pathetic is a smaller word for your service. I thought I might had entered a wrong transaction number made another deposit request with correct number still nothing. And the worst part your customer care doesnt reply to the calls and remove the contact us option from your site that is of no use 4 mails in last 7 days still no reply. I understand the load n other stuff( real or just excuse). You guys are just sitting on our money.PERIOD!

Can you PM me your user email? the backlog is definitely not 7 days old for deposits.

You are not alone in this .. there is deposit delay going on currently in Coinsecure and i guess they has backlog to complete possibly . Mine also pending from Saturday and still waiting .

Deposits are always INSTANT , I never felt delay for deposit or withdraw in my past 3 months experience with CS , sometime it happens due to Listener skip as Benson mentioned . But if you open support inquiry that gets solved asap too

2 things can be done here.
1 is to mail it in from your registered email ID.

This is some feedback that I can tweak the system a bit. Do you think a 5 or 15 min OTP will help instead of 3? Can make that change.

Can you mail me the transaction ID? It should be instant.
Listener may have skipped.

Check the latest reply from OP. That'll give you pointer.  Just send it over email easy. Contact their support for better communication. Rest is your choice.

The rest of the site works mostly alright for me, it just won't let me upload my documents though. The OTP is valid for 3 minutes and that duration elapses while waiting for anything to upload.

Not very excited about the idea of emailing my docs to support. They're probably very overwhelmed with KYC stuff.

also the deposit times is sometimes instant .... sometimes it  takes 1-2 days... now waiting over 14 hrs to confirm my deposit.

Anyone else got this issue ?

Well instead of automatic emails best would be to highlight a scroll line on the website stating that due to high load of queries etc there may be delay of couple of hours. Kindly bear for the moment, something like which will help every one know about the delay.

That's a nice suggestion , i hope coinsecure agree on that about raise a automatic email about high load duration for support work . Anyways it is the best btc exchange in India which you will definitely realize after some days of use , Fastest withdrawal always and within time . They never delay for withdrawals

Yes, the issue is resolved. I thanked the support guy as well. Interesting he inquired whether i've started a thread in forum? I mentioned yes, also mentioned that if there bit load on you guys send email to customer about the same. Customer would understand the situation. In this situation there was and is high load for coinsecure support. They are doing their best to reduce it.  Communication with customer was missing.

Lesson learned: raise a ticket and try to contact support via telephone to understand situation better. (I personally don't like telephonic conversation, because for support person to keep on replying over phone could be frustrating. so i keep it as last resort.)

I chose coinsecure because there are so many positive reviews on forum and there sites also shows better bitcoin price. So i would like to do the business with coinsecure.

If I may suggest to the Coinsecure guys, In case of high load or any reason which may result in delay, raise a automatic email about the same. Inform customer, assure them their request is being processed.

With that said, I would like to sincerely thank everyone who helped me. I would like to close this thread on happy note.

I asked Benson and he mentioned your issue is solved now , check your verification status and do not forget coinsecure provides most lowest rate among all Indian BTC Exchange , they trying their best but when their is limited staffs there will be some delay as Queue is big . But still Coinsecure is the fastest for withdrawals and trade than any other BTC Exchange in India . Have some patience sometime .

I did contact coinsecure support yesterday.  Support engineer assured that within 24 hours I'll KYC examined. After 24 hours still there was no answer so contacted again. Seems there is some issue with document. Sad part was support engineer was giving false information about sending email about KYC status. I was sitting in front of laptop with email account opened there. There was no email from coinsecure about KYC. After explaining same to the support engineer he again assured about email in one hour and callback.

My frustration is not with delay in response or processing request. It is because there is no communication at all from Coinsecure support. In customer support industry keeping in customer in loop or informed is the key of loyal customer.  I asked how many engineers working in support, answer was Mr. Anshul is the only guy responsible for support. If this is true then I could understand why delay. Feel bad for that poor guy.

I must say zebpay has really great support team. I'm still hopeful whatever is missing from kyc, will be sorted out soon. I'm waiting to checkout working experience with coinsecure exchange. There are many people in my group who are eager to know other options to buy bitcoins other than zebpay. Hope my experience will help them in not making same mistakes.

This is getting reworked very soon.
KYC and Bank are 2 of the oldest modules that we wrote and is going to look and work a lot smarter in our next upcoming version.

No excuses though.. If any problems, do contact support and we will help.

Thanks, I just got a notification about this post when you had messaged me.

As much as I want to pull strings, nothing much I can do here.
We have been on a hiring spree to help clear these queues. Hopefully, this will help ease things up over the next few days.

We have seen over 1000% increase in new users joining and submitting documents, and we were definitely not staffed for such verification volumes.

Do PM me your user login email on Coinsecure and I can pass on a request, but there are just too many to go faster at the moment.

Nothing unfortunate mate .. and Coinsecure is the best exchange in India and that you will understand when you start withdraw your earning , fastest withdraw ever . They has huge queue for verification and it takes some time , recently i invited a friend of mine to coinsecure and he also experienced 2 days waiting for his verification . Coinsecure support is bit slow thats true but Benson always friendly and fast in helping , i guess before you start shouting about Coinsecure try to reach to Benson at least

Already informed to Benson and hopefully he will reply here soon .

There is a small confusion to the KYC page when it comes to coinsecure because i did find it difficult to upload one file after another while uploading my documentation and they informed about the missing documents through my registered mail and i did forward those in the mail ID they provided and it was verified pretty soon.You can very well contact them through phone which is pretty easy if you are facing a delay .

Hello,

After checking any thread in the India specific section, I noticed that coinsecure is a better place for bitcoin trading. Many users have highly praised Coinsecure for their performance and security. With all that in mind I opened the account with coinsecure. I also came to know that Their KYC verification is strict.
On 6th January 2017 I started account verification. While completing the KYC section, I uploaded the required documents directly to their support.  As per their support (Mr. Anshul in my case) mentioned it takes five to six days to complete the KYC.  This is 10th day and I'm still waiting for KYC to complete and there is no communication from Coinsecure team about status of KYC. For me if there issue with document then inform the customer so that rectification will happen. Keeping customer in loop is very important.

This kind of unfortunate incidents are not rare but that does not mean entire company/institution is at fault. I know how support works. I'm still looking forward to work with Coinsecure.

Dear Benson, kindly see if you could pull some strings.