Topic: [Resolved] MtGox mishandled sensitive AML info. (Read 14583 times)
Update: MtGox customer support reports documents have been transferred to the new office.
The old address works, I know for sure.
Don't sweat it. The whole process took about 2 weeks
Don't sweat it. The whole process took about 2 weeks
Hello,
Thank you for your question. After the documents have been received at the Cerulean Tower office, we can pick them up at the Executive Center on the same floor where the documents have been delivered.
Ah, so there's still someone who can sign for them on your behalf at the old address? I hope they let you know immediately when they get a delivery for you, so you can pick stuff up ASAP.
Well I would add it has been 12 hours since MtGox was informed of the wrong address on their site and the website STILL HAS THE wrong address.
I don't know how much louder they can say .... "FUCK YOU CUSTOMERS. You exist to give us money and we have no responsibility to you."
I mean Yankee says it isn't gross incompetence well even if that is true (which I adamantly disagree) it certainly is gross negligence when informed on the negligence and you take no action to correct it. When someone reports the fact that you have blatantly wrong information on your site which is causing people to send sensitive personal information to a wrong address, get off your lazy ass and at least DELETE THE FUCKING PAGE. Period.
http://i.minus.com/ibtE6BUPpGmP6g.png
On edit: Cleaned up some blatantly bad spelling and grammar (bad even for me) Typing while infuriated is harder than it seems.
I don't know how much louder they can say .... "FUCK YOU CUSTOMERS. You exist to give us money and we have no responsibility to you."
I mean Yankee says it isn't gross incompetence well even if that is true (which I adamantly disagree) it certainly is gross negligence when informed on the negligence and you take no action to correct it. When someone reports the fact that you have blatantly wrong information on your site which is causing people to send sensitive personal information to a wrong address, get off your lazy ass and at least DELETE THE FUCKING PAGE. Period.
http://i.minus.com/ibtE6BUPpGmP6g.png
On edit: Cleaned up some blatantly bad spelling and grammar (bad even for me) Typing while infuriated is harder than it seems.
Hello,
We have edited the address on the Get Verified page. Thank you for pointing this out to us and if you would like to know the status of your verification or the receipt of your documents, please give me your ticket number and I will provide an answer in the ticket.
One thing I must say is that Charlie at BitInstant deserves a great deal of praise for getting involved in this issue. Thanks Charlie for all your efforts.
+1 although I would say Charlie shouldn't have to clean up MtGox's messes. I feel much better knowing MtGox has the docs although I would feel even better if they updated the ticket indicating that fact.
Hello,
Our apologies for the delay in response. Although your documents were sent to our old address, it will be forwarded to our new address. All documents that have been sent to our old address until November will be forwarded to our new address. Please rest assure that your documents have not been lost. Once the AML team receives your documents at the new address, they will proceed with the revision and you will be notified of the results.
How is this going to work for documents which have been sent by courier? Fedex isn't going to deliver to another address simply because you put a sign up saying you've moved.
Hello,
Thank you for your question. After the documents have been received at the Cerulean Tower office, we can pick them up at the Executive Center on the same floor where the documents have been delivered.
One thing I must say is that Charlie at BitInstant deserves a great deal of praise for getting involved in this issue. Thanks Charlie for all your efforts.
+1 although I would say Charlie shouldn't have to clean up MtGox's messes. I feel much better knowing MtGox has the docs although I would feel even better if they updated the ticket indicating that fact.
Hello,
Our apologies for the delay in response. Although your documents were sent to our old address, it will be forwarded to our new address. All documents that have been sent to our old address until November will be forwarded to our new address. Please rest assure that your documents have not been lost. Once the AML team receives your documents at the new address, they will proceed with the revision and you will be notified of the results.
How is this going to work for documents which have been sent by courier? Fedex isn't going to deliver to another address simply because you put a sign up saying you've moved.
One thing I must say is that Charlie at BitInstant deserves a great deal of praise for getting involved in this issue. Thanks Charlie for all your efforts.
+1 although I would say Charlie shouldn't have to clean up MtGox's messes. I feel much better knowing MtGox has the docs although I would feel even better if they updated the ticket indicating that fact.
Hello,
Our apologies for the delay in response. Although your documents were sent to our old address, it will be forwarded to our new address. All documents that have been sent to our old address until November will be forwarded to our new address. Please rest assure that your documents have not been lost. Once the AML team receives your documents at the new address, they will proceed with the revision and you will be notified of the results.
Update:
USPS now shows delivered. I guess that can be really good or really bad.
USPS now shows delivered. I guess that can be really good or really bad.
I just spoke to Gonzague at MtGox and he said that they can still get documents at that address. He is not sure why they couldnt deliver it the first time.
Email him: [email protected]
wtf, then why "send them again"??
Quote from: MtGox
Please send the documents again
...
TICKET MARKED CLOSED/RESOLVED.
...
TICKET MARKED CLOSED/RESOLVED.
Having the wrong address posted was a mistake. Responding to the mistake with "tough luck, send them again" was gross negligence. The correct response would have been "We'll track down those highly sensitive documents and make sure they are safe."
One thing I must say is that Charlie at BitInstant deserves a great deal of praise for getting involved in this issue. Thanks Charlie for all your efforts.
+1 although I would say Charlie shouldn't have to clean up MtGox's messes. I feel much better knowing MtGox has the docs although I would feel even better if they updated the ticket indicating that fact.
Update:
USPS now shows delivered. I guess that can be really good or really bad.
USPS now shows delivered. I guess that can be really good or really bad.
I just spoke to Gonzague at MtGox and he said that they can still get documents at that address. He is not sure why they couldnt deliver it the first time.
Email him: [email protected]
That would explain why FedEx delivered my documents there on Monday. I am still waiting on a reply to my ticket; however it is early am in Tokyo right now. One thing I must say is that Charlie at BitInstant deserves a great deal of praise for getting involved in this issue. Thanks Charlie for all your efforts.
Update:
USPS now shows delivered. I guess that can be really good or really bad.
USPS now shows delivered. I guess that can be really good or really bad.
I just spoke to Gonzague at MtGox and he said that they can still get documents at that address. He is not sure why they couldnt deliver it the first time.
Email him: [email protected]
FYI,
In the US anytime you think you are the victim of fraud or ID theft the credit reporting agencies are required by law to initiate a "fraud alert"
http://www.equifax.com/answers/set-fraud-alerts/en_cp
In the US anytime you think you are the victim of fraud or ID theft the credit reporting agencies are required by law to initiate a "fraud alert"
http://www.equifax.com/answers/set-fraud-alerts/en_cp
Update:
USPS now shows delivered. I guess that can be really good or really bad.
USPS now shows delivered. I guess that can be really good or really bad.
If you don't get a confirmation from Gox, saying that they got it, make sure you watch your credit score really closely.
Update:
USPS now shows delivered. I guess that can be really good or really bad.
USPS now shows delivered. I guess that can be really good or really bad.
That sucks. Go down to Japan and hand deliver the papers, obviously.
He's also running a very busy business. I'm sure he'll post back with any updates.
Yeah, it's hard work doing what the government tells you to and doing it damn badly.
But I get it, they're probably swamped under a mountain of documents that never showed up.
Now back to Mt. Gox.
Have really still not responded here or to TC directly through support??
Have really still not responded here or to TC directly through support??
I find it a bit odd that DaT hasn't replied, so maybe he got a direct answer out of Gox, and is working with them via pm or email.
I just logged out and did something productive because the entire situation makes me more pissed off the more I think about it.
Update:
* MtGox has not updated my ticket or answered any of the unresolved questions I posed them.
* MtGox has no communicated with me by email or PM or any other method.
* There have been no further updates to USPS tracking in almost two days now so at best the return is untracked and at worst my $100 docs are in the trash or in the hands of some Japanese Identity Thief.
* The website still has the wrong address posted over twenty four hours after I informed them of their negligence.
Given it is now 2AM in Japan I don't think there will be any change for a while.
I stand by my assertion that their behavior shows incompetence, gross negligence, and an attitude of blatant disrespect towards their customers.
He's also running a very busy business. I'm sure he'll post back with any updates.
Now back to Mt. Gox.
Have really still not responded here or to TC directly through support??
Have really still not responded here or to TC directly through support??
I find it a bit odd that DaT hasn't replied, so maybe he got a direct answer out of Gox, and is working with them via pm or email.
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