[UNSOLVED] WEX.NZ REFUSING TO UNLOCK MY ACCOUNT (thousands of dollars) - page 10.

Nathan047

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Quote from: Steven009 on January 23, 2017, 10:33:06 AM

Situation still not sorted. They have sent the same message on the 20th saying they would transfer the funds to the new account registered on their support system, but they haven't done it (been 3 days now since their last message).

Plus, @btc-e.com deleted @cryptodevil's message on their official thread, which means they're aware of the situation at hand. They're turning a blind eye on this...

Dang. Does anybody think it would make a difference if we all tagged the BTC-e account with negative reputation and referred to this thread?

Steven009

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Situation still not sorted. They have sent the same message on the 20th saying they would transfer the funds to the new account registered on their support system, but they haven't done it (been 3 days now since their last message).

Plus, @btc-e.com deleted @cryptodevil's message on their official thread, which means they're aware of the situation at hand. They're turning a blind eye on this...

Steven009

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Quote from: jackshephard on January 19, 2017, 01:56:47 PM

Quote from: Steven009 on January 18, 2017, 06:12:20 PM

Quote from: cryptodevil on January 18, 2017, 11:26:03 AM

Quote from: irfan_pak10 on January 18, 2017, 10:51:42 AM

Hi @cryptodevil

what you think of taking this issue to twitter and other media? Becuase by posting tweets by using btc-e hashtags, will surely hurt them? We can also make posts on different sites too? Doing this will surely gona hurt them and loose many users who already using this site.

Steve, can you push that issue with them and asked them to make sure the same person handles the ticket because you have been asked the same things repeatedly over the last year?

I can try to do that. I cannot differentiate if it's another assistant, since they're all "BTC-E Support". But most definitely I've been messaging different assistants, no amount of stupidity would justify otherwise. Also, not having someone that speaks/understands actual English is very challenging if we consider they cater to an international audience.

One of the big down-falls about BTC-E is their Russia only language restrictions, if you were speaking russian I think they might have reacted better considering you could also call and chat etc etc... such a big site with no efficient support is a big downfall..

Exactly. I've linked them this thread on my ticket replies, and I'm certainly they've seen this thread already. That's why they offered to send the funds to a different account. But they're looping the situation (again).

Last time they replied was roughly 2 days ago. Lets see...

jackshephard

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Quote from: Steven009 on January 18, 2017, 06:12:20 PM

Quote from: cryptodevil on January 18, 2017, 11:26:03 AM

Quote from: irfan_pak10 on January 18, 2017, 10:51:42 AM

Hi @cryptodevil

what you think of taking this issue to twitter and other media? Becuase by posting tweets by using btc-e hashtags, will surely hurt them? We can also make posts on different sites too? Doing this will surely gona hurt them and loose many users who already using this site.

Steve, can you push that issue with them and asked them to make sure the same person handles the ticket because you have been asked the same things repeatedly over the last year?

I can try to do that. I cannot differentiate if it's another assistant, since they're all "BTC-E Support". But most definitely I've been messaging different assistants, no amount of stupidity would justify otherwise. Also, not having someone that speaks/understands actual English is very challenging if we consider they cater to an international audience.

One of the big down-falls about BTC-E is their Russia only language restrictions, if you were speaking russian I think they might have reacted better considering you could also call and chat etc etc... such a big site with no efficient support is a big downfall..

Steven009

member

Activity: 94

Merit: 10

Quote from: cryptodevil on January 18, 2017, 11:26:03 AM

Quote from: irfan_pak10 on January 18, 2017, 10:51:42 AM

Hi @cryptodevil

what you think of taking this issue to twitter and other media? Becuase by posting tweets by using btc-e hashtags, will surely hurt them? We can also make posts on different sites too? Doing this will surely gona hurt them and loose many users who already using this site.

Steve, can you push that issue with them and asked them to make sure the same person handles the ticket because you have been asked the same things repeatedly over the last year?

I can try to do that. I cannot differentiate if it's another assistant, since they're all "BTC-E Support". But most definitely I've been messaging different assistants, no amount of stupidity would justify otherwise. Also, not having someone that speaks/understands actual English is very challenging if we consider they cater to an international audience.

cryptodevil

legendary

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Thread-puller extraordinaire

Quote from: irfan_pak10 on January 18, 2017, 10:51:42 AM

Hi @cryptodevil

what you think of taking this issue to twitter and other media? Becuase by posting tweets by using btc-e hashtags, will surely hurt them? We can also make posts on different sites too? Doing this will surely gona hurt them and loose many users who already using this site.

I don't think spraying social media with anti-btc posts is going to help and it might actually hinder the situation at this time. I'm thinking there may be a language issue with their helpdesk staff, as well as it clearly not being the same person who is responding each time. So we need to make sure they understand that he keeps being asked things he's already answered and to assign a senior member of staff who can process the support ticket to resolution.

Steve, can you push that issue with them and asked them to make sure the same person handles the ticket because you have been asked the same things repeatedly over the last year?

irfan_pak10

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Hi @cryptodevil

what you think of taking this issue to twitter and other media? Becuase by posting tweets by using btc-e hashtags, will surely hurt them? We can also make posts on different sites too? Doing this will surely gona hurt them and loose many users who already using this site.

cryptodevil

legendary

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Thread-puller extraordinaire

Quote from: Steven009 on January 18, 2017, 07:51:57 AM

And it's merry-go-round time, again. Have already sent them the screenshot they're asking.

Is that the entirety of the message? "it screens out of your wallet" sounds like either they are writing replies on an auto-correcting phone or they are relying on google translate.

Has any of the correspondence from them included the name of the person you are dealing with or has it all been sent as "BTC-E Support"?

Steven009

member

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Quote from: cryptodevil on January 18, 2017, 03:19:25 AM

Their repeated fumbling of this matter is either down to an extremely flawed helpdesk response, incompetence or is intentional.

I'd like to think it is just a 'lost in translation' situation with poor communication among those who are responding to you. Otherwise the latter two scenarios would be alarming to say the least.

Have you tried requesting that the support person copy in a senior staff member to coordinate their response better? Point out that the normal identity documents, such as passport, drivers license and utility bills are internationally accepted standards of proof and that not being able to sign or send from a previously used bitcoin address is insufficient a reason for them to continue denying you your funds.

If they previously accepted identity documentation from you when you first used the account then they must accept them as sufficient proof for you to recover the account/funds. You've already said you're willing to skype them to prove you are the person identified by those documents.

And it's merry-go-round time, again. Have already sent them the screenshot they're asking.

pbleak

legendary

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What would make you think btc-e is trustworthy? Nobody has any idea who they are, you have to basically route your documents via god know's who, and there is nothing you can do legally if anything goes wrong. They are actually pretty good considering they don't really have to do be. They could disappear tomorrow and all we'd have are some crumbs.

cryptodevil

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Their repeated fumbling of this matter is either down to an extremely flawed helpdesk response, incompetence or is intentional.

I'd like to think it is just a 'lost in translation' situation with poor communication among those who are responding to you. Otherwise the latter two scenarios would be alarming to say the least.

Have you tried requesting that the support person copy in a senior staff member to coordinate their response better? Point out that the normal identity documents, such as passport, drivers license and utility bills are internationally accepted standards of proof and that not being able to sign or send from a previously used bitcoin address is insufficient a reason for them to continue denying you your funds.

If they previously accepted identity documentation from you when you first used the account then they must accept them as sufficient proof for you to recover the account/funds. You've already said you're willing to skype them to prove you are the person identified by those documents.

Steven009

member

Activity: 94

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Quote from: irfan_pak10 on January 17, 2017, 12:40:58 PM

Quote from: Steven009 on January 17, 2017, 10:42:37 AM

Update: Here we go again, round in circles. I can only assume that this case is being handled by different costumer support assistants, and it seems like they have no sort of typification process. All it takes is to actually read the whole ticket and past messages, which isn't huge, to figure out what's happening, and what kind of crucial evidence was already provided. Or maybe they are intentionally going in circles to perpetuate this issue. I feel like they're putting me inside a labyrinth with no end.

From this it seems that they aren't gonna return you your money. Like yesterday they were agreed on returning you your money. But today seems they didn't even have any conversation with you.

Yes, it's very contradictory. When I first made this thread they wanted to resolve this by sending my funds to a different account (check previous posts), since they couldn't "restore" my account. Now they're being redundant again. I find this incredibly sketchy, since I had a considerable amount of currency that at the time wasn't really much (when bitcoin was less than ~$160-180) but now is roughly 5 to 6 times more its older value. I thought that BTC-e was trustworthy enough to keep my bitcoins there, trouble free, since I never had any issues with them. But I was wrong, was a bad decision, and now it's being a nightmare to withdraw them.

irfan_pak10

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Quote from: Steven009 on January 17, 2017, 10:42:37 AM

Update: Here we go again, round in circles. I can only assume that this case is being handled by different costumer support assistants, and it seems like they have no sort of typification process. All it takes is to actually read the whole ticket and past messages, which isn't huge, to figure out what's happening, and what kind of crucial evidence was already provided. Or maybe they are intentionally going in circles to perpetuate this issue. I feel like they're putting me inside a labyrinth with no end.

From this it seems that they aren't gonna return you your money. Like yesterday they were agreed on returning you your money. But today seems they didn't even have any conversation with you.

Steven009

member

Activity: 94

Merit: 10

Update: Here we go again, round in circles. I can only assume that this case is being handled by different costumer support assistants, and it seems like they have no sort of typification process. All it takes is to actually read the whole ticket and past messages, which isn't huge, to figure out what's happening, and what kind of crucial evidence was already provided. Or maybe they are intentionally going in circles to perpetuate this issue. I feel like they're putting me inside a labyrinth with no end.

Steven009

member

Activity: 94

Merit: 10

Quote from: irfan_pak10 on January 16, 2017, 01:21:17 PM

Its always said never use exchange site as a primary site for storage of your BTC.

I never had any problems with them, until now. They're either being extremely paranoid, or incredibly sketchy.

irfan_pak10

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Op case is really strange, because i also used btc-e in early 2014 and after that i started using coinbase & blockchain, and occasionally go to btc-e and everytime they ask me to change my password because my password is old. They never closed my account because of inactivity. The thing is because May be closing my account is not going to benefit them?

Its always said never use exchange site as a primary site for storage of your BTC.

Steven009

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Quote from: pawel7777 on January 16, 2017, 06:17:45 AM

Good to see they finally responded to you and promised to release your funds.

Quote from: Steven009 on January 15, 2017, 03:18:55 PM

Update: situation not resolved yet. They are going back to the same question already answered on the first screenshot of this thread...

That's annoying, but you may be dealing with different person who wants to get a clear picture of the situation.

BTW was your gmail account deleted due to inactivity? What happens when you send an email to that account, would it bounce back as undelivered? If so, btc-e should be able to verify your story easily. If not, they have a reasonable reason to be extra cautious.

Hope all goes well. Let cryptodevil know when you successfully withdraw your funds (I assume that's what you want to do) and it would be nice gesture to offer him small tip for spending his time to help you out.

I was not using that email, I now use my domain's email as my primary since early 2013 (which I actually thought was associated with my BTC-e later on).

And yes, the email bounces back as undelivered:

I will most definitely give a generous tip to @cryptodevil for his help, assuming that @btc-e.com delivers what they promised.

pawel7777

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Good to see they finally responded to you and promised to release your funds.

Quote from: Steven009 on January 15, 2017, 03:18:55 PM

Update: situation not resolved yet. They are going back to the same question already answered on the first screenshot of this thread...

That's annoying, but you may be dealing with different person who wants to get a clear picture of the situation.

BTW was your gmail account deleted due to inactivity? What happens when you send an email to that account, would it bounce back as undelivered? If so, btc-e should be able to verify your story easily. If not, they have a reasonable reason to be extra cautious.

Hope all goes well. Let cryptodevil know when you successfully withdraw your funds (I assume that's what you want to do) and it would be nice gesture to offer him small tip for spending his time to help you out.

Steven009

member

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Quote from: neochiny on January 15, 2017, 02:44:04 PM

Quote from: Steven009 on January 15, 2017, 09:40:23 AM

Quote from: mindrust on January 15, 2017, 06:08:02 AM

Btw, seeing that cryptodevil helped to solve your situation is also very nice. God bless that dude.

Yes, they (btc-e.com support) got my hopes all high and now I'm waiting for them to deliver. All thanks to cryptodevil.

Lets just see if they keep up their word. If not, I'll keep this thread regularly updated since it's relevant to the public as well.

That's great news. I'm glad you finally got some answers. I hope everything's wrapped up soon. Cheesy

@cryptodevil, thumbs up! You really did good. Nice to see someone helping out.

@btc-e, finally. Took you guys long enough. I expect this wouldn't happen again since it would be too bad to see a great exchange who's been around for a long time, lose its reputation. Regards.

Update: situation not resolved yet. They are going back to the same question already answered on the first screenshot of this thread...

neochiny

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Crypto.games

Quote from: Steven009 on January 15, 2017, 09:40:23 AM

Quote from: mindrust on January 15, 2017, 06:08:02 AM

Btw, seeing that cryptodevil helped to solve your situation is also very nice. God bless that dude.

Yes, they (btc-e.com support) got my hopes all high and now I'm waiting for them to deliver. All thanks to cryptodevil.

Lets just see if they keep up their word. If not, I'll keep this thread regularly updated since it's relevant to the public as well.

That's great news. I'm glad you finally got some answers. I hope everything's wrapped up soon. Cheesy

@cryptodevil, thumbs up! You really did good. Nice to see someone helping out.

@btc-e, finally. Took you guys long enough. I expect this wouldn't happen again since it would be too bad to see a great exchange who's been around for a long time, lose its reputation. Regards.

Topic: [UNSOLVED] WEX.NZ REFUSING TO UNLOCK MY ACCOUNT (thousands of dollars) - page 10. (Read 14531 times)