Topic: Poloniex Ticket number order and resolution time - page 4. (Read 3691 times)

Thanks for the Grammatical tip :p

It's just obvious logic:
-They have too much tickets, they can't solve everything
-They have to decide who they'll let rot until the end of times

When you're a company, if you have to chose and help only 10% of your customers... Who are you going to help?
The little bugger who bought one pencil in 3 years?
Or the polite guy who complains for the first time even though he bought 3 cars this month already?

I certainly hope so, as I fall squarely into that category.

p.s. Stick with 'more strictly' to avoid stares

Well, i have the same problem Wolf had, but my ticket number is 236183..older.
Wolf was able to get an agent and problem solved in 4 days...I am still waiting for 7 days now.

I am starting to agree that they dont care about ticket order.

Wolf, did you had 2FA enabled in your account? Are you tier 1 ,2 3 etc?

Having to check everyday for freshdesk reply is just pain, plus seen that i am losing money everyday
I will soon get out for vacation...with limited or no internet access..what will happen then, if i get an answer from agent, but i dont reply to him? Go back to the end of the line?

dammit
G.

Lol. It doesn't change anything.
I'm still sure what I said is applied, even strictlier because of the numerous new users.
What do you believe? That they take the tickets randomly?

No, they resolve the tickets of their best customers first, of those who don't complain too much, of those who used their service for a long time.
Seems logical from a business perspective.

Ticket solved after almost 4 days.

NO idea what you are talking about. My ticket was assigned to an agent after I talked to the verification agent via skype. And it is 29 days and 7h+


None of this is true.

There is a huge influx of new traders on one side and regulations/security on the other side. Its 2013 all over again. Been there done that...

#228191 Withdrawal Issue - 9 Days - no reply
#245872 Awaiting Aproval since 240hs and 180hs - 3 Days - no repply
#250193 Cashouts awaiting approval since 14 days - 2 Days - no repply

You have a point here, and also the number 3 statement is so true. How many of the ticket are duplicate/followup complain? it adds to the bulk of complain to be processed and lessen the time to attend more clients. Also, I hope Polo can do something about this lag, it tarnish your costumer services.

Receiving an automatic response is not equal to problem being addressed by a person.

"I am sorry to inform you but, the ETH network is under heavy stress at the moment and some withdrawals are not being broadcast correctly.
Rest assured we will rebroadcast your withdrawal as soon as possible, thank you for your patience and I am sorry for the inconvenience."

When i opened my ticket, i also received an email, saying that they where sorry and with steps on how to secure/frozen account.
They have done nothing...just an automatic reply.

I believe that when someone looks at your ticket, you will be assign to a real person taking care of ticket.

Theres nothing to do with old, or my problem would be solved already...maybe not as old as Wolf
They solve wallets, network, website issues etc...then support to tickets

I also agree that security should be a priority...I was able to change poloniex password, even-thought hacker activated 2FA in my account...grrrr...but how long will the hacker take to break the new password and gain acess again to play with coins!
Maybe hacker is now trying to break my email password...and then i will loose all my funds.

Unacceptable
G.

Im an old user (almost 4 years), a lot of trades, one ticket and they delayed 3 days in reply my ticket of Frozen/Compromissed, now I have to wait till they see my reply and unfreeze my account. So 72 hours to only reply my ticket, one important ticket about security. Things are going bad, imagine if you get hacked, you will lose all your funds the hacker has all the time in world to play with your account and laugh at you.

The number of tickets...

There are about 60k users everyday on Poloniex.
So obviously... Obviously they just can't solve 10k tickets everyday

You imagine? 10k tickets EVERY DAY?

I'd say your ticket will be answered more likely if:
-You're an old user
-you trade a lot so generate lots of fees
-you haven't oppened too much tickets already

So, this means that tickets are not processed in order. Are they selective for the type of ticket to respond? Maybe they ignore certain type of tickets like "Awaiting Approval" on purpose?

My ticket: #252867 Awaiting Approval - 2017-06-20 13:13:07

- 146059 - BTC Withdrawal - 39 Days 12H
- 169312 - Fail transfer LTC 22-05-2017 - 30 days
- 171378 - Withdraw BTC awaiting - 23 Days
- 172243  - 7 hours withdrawal issue I got a response 25days ago, they will get back ASAP. - They done nothing to your ticket...they fixed something that allowed fix credits
- 185216 - Withdrawal Frozen Account - Created on Tue, 24 days
- 213847 - June 9th - 13 days
- 214680 - June 10th : No reply yet - 14 days
- 229146 - being processed since 12th June 2017,10 days
- 230270 - June 13th - 9 days
- 236183 - 16 June 4:57PM - being processed - Never received feedback - 6 Days
- 237096 - 17 June 12:00AM - being processed - Never received feedback - 5 Days
- 238178 - being processed since 17th June 2017, 5 days
- 244943 - 19 June -  being processed - Never received feedback - 3 Days
- 246100 - less than 6h my account was correctly credited - ticket is still in the "being processed" -  They done nothing to your ticket...they fixed something that allowed fix credits
- 252855 - 2017-06-22 13:06 GMT - Failed ETH withdrawal of 6.7 ETH - "Being Processed since 23 hours 57 minutes" - I got a reply - Maybe an automatic reply
- 258922 - 2017-06-21 13:16 GMT - Complaint about my other ticket getting ignored - "Being Processed since 11 minutes 7 seconds" - NO reply

- There where 98884 tickets opened last 39 days ago
- Longest waiting ticket is 39 days old
- More then 1000 tickets are created per day
- In the last 4 days, more then 2100 tickets where created per day
- We can still say...for now... that tickets are being solved by order of ticket number.
- I am sure that we can assume at least 3 tickets average per person..around 32000 tickets to be solved by support

39 days waiting...wow...
We need feedback from someone with ticket number saying it was solved after xx days!

UPDATE:

#252855 - 2017-06-22 13:06 GMT - Failed ETH withdrawal of 6.7 ETH - "Being Processed since 23 hours 57 minutes" - I got a reply.

I am not sure about that.
I've had a deposit issue 2-3 days ago, it was not credited (not even visible) after 12 hours although it had plenty of confirmations on the chain.
I made a ticket (246100) and in less than 6h my account was correctly credited.

Of course, there's a chance the issue was fixed while fixing something else, since my ticket is still in the "being processed" state, but for now I'm a happy customer (however, you guys are scaring me)


I made a couple of withdrawals in the last few days and they were successful.

#252855 - 2017-06-22 13:06 GMT - Failed ETH withdrawal of 6.7 ETH - "Being Processed since 23 hours 57 minutes" - NO reply
#258922 - 2017-06-21 13:16 GMT - Complaint about my other ticket getting ignored - "Being Processed since 11 minutes 7 seconds" - NO reply

I can see that I may need to wait for months for my money.

Am I right that Poloniex is providing NO information about what is going on? I need to liquidate my other assets because of these guys.

I wish I would have sold my ETH for BTC, withdrawn BTC to another exchange, and bought ETH. This is what hell is like. I will avoid Polo in the future when feasible.

#172243 29days, 7 hours withdrawal issue
I got a response 25days ago, they will get back ASAP.

- 146059 - BTC Withdrawal - 39 Days 12H
- 169312 - Fail transfer LTC 22-05-2017 - 30 days
- 171378 - Withdraw BTC awaiting - 23 Days
- 185216 - Withdrawal Frozen Account - Created on Tue, 24 days
- 213847 - June 9th - 13 days
- 214680 - June 10th : No reply yet - 14 days
- 229146 - being processed since 12th June 2017,10 days
- 230270 - June 13th - 9 days
- 236183 - 16 June 4:57PM - being processed - Never received feedback - 6 Days
- 237096 - 17 June 12:00AM - being processed - Never received feedback - 5 Days
- 238178 - being processed since 17th June 2017, 5 days
- 244943 - 19 June -  being processed - Never received feedback - 3 Days

- There where 98884 tickets opened last 39 days ago
- Longest waiting ticket is 39 days old
- More then 1000 tickets are created per day
- In the last 4 days, more then 2100 tickets where created per day
- We can still say...for now... that tickets are being solved by order of ticket number.
- I am sure that we can assume at least 3 tickets average per person..around 32000 tickets to be solved by support

39 days waiting...wow...
We need feedback from someone with ticket number saying it was solved after xx days!!
Its getting scary

G.

Support Ticket #146059 (BTC Withdrawal )  is still not being updated by the support staff since Last May, It is still Being Processed since 39 days 12 hours ago. And no feedback has been received since I reported it.

- 169312 - Fail transfer LTC 22-05-2017 - 60 days
- 185216 - Withdrawal Frozen Account - Created on Tue, 30 May
- 213847 - June 9th - 12 days
- 214680 - June 10th : No reply yet - 13 days
- 229146 - being processed since 12th June 2017, 9 days
- 230270 - June 13th - 8 days
- 236183 - 16 June 4:57PM - being processed - Never received feedback - 5 Days
- 237096 - 17 June 12:00AM - being processed - Never received feedback - 4 Days
- 238178 - being processed since 17th June 2017, 4 days
- 244943 - 19 June -  being processed - Never received feedback - 2 Days