Bitcoin Forum

OMG, I thought that customer support from my cable company was horrible! Well, it is, actually, but in, comparison to MTGox customer support it is the best thing since sliced bread!

The situation:

(Just so you know, and to forestall comments about using Dwolla instead, I wasn't aware at the time that the fees were so low, and have since made an account at Dwolla, and have used them a few times)

On Feb 20th I submitted a support case about a wire transfer. I had a problem, as I couldn't find the information their automated withdrawal form required. I sent them all the information my bank supplied, and asked how to fill out the form. The problem was that my bank, a credit union, didn't have a swift#, only an ABA routing number. They had an Intermediate bank, that DID have a swift#, though.

After the second attempt at sending them the information, the support agent listed off the specific information I would need to enter in the form for it to work. I plugged in the information, and sent off a trial wire transfer of the minimum of $50. Surprise, surprise, it never showed up.

Anyway, to make a really long story a bit shorter, the information they provided was WRONG! The money got stalled at the intermediary bank, and the transfer was rejected due to incorrect account information, upon which they charged me ANOTHER $50 in fees!

When I noticed this additional debit to my account, I immediately contacted support once again, to ask why they had charged me another $50, and that's when I found out that it had been refused and that they (MTGox) had withdrawn the $50, from my (MTGox)account, to cover the fees the banks had charged them for the failed transfer.

I asked why they were charging me for this, since I had followed EXACTLY the directions given by their own support agent, and they kept trying to blame ME for the mistake. Finally, they said that they would refund me a total of $25.18, the amount that would have been deposited in my account if the transfer had worked. I was quite upset about this, and demanded a refund. I wanted my money back, as they were basically charging me for a mistake on their part! Eventually, after repeatedly saying they had no way to refund my money, they said that they would "Contact their management group" to inquire about a refund. This all happened on March 10th.

On March 14th they asked for my bank's swift#, again, even though they were told MANY times that it doesn't have one?!?!?

The last response I received was on March 19th, "We are currently waiting for our upper management to have these funds reversed back into your Mt.Gox account balance. We apologize for the delay."

Nothing since, even though I have asked three times what is going on. NOTHING has been returned, not even the $25.18!

At this point they are either actively ignoring me, or figure I'll just go away eventually.



WTF, MTGox, is this how you treat your customers?!?!?

Blame them for your employees incompetence, and then CHARGE them for it?!?!?

Is this the norm for MTGox CS? Or did I just happen to get the worlds dumbest, most inconsiderate "support agent"?

Is there anyone else I can contact to get this worked out?


Thoughts?


BTW, I'll gladly share the logs of these chats upon request.

Im not defending them, just want to clarify something.

From MtGox.com: You agree to this before you send a wire

Since they gave you the wrong info (I'd like to see that specific chat log) then they are liable to pay for the fees to your intermediate bank.

However, it sounds like they did in fact credit your account for the amount that you would have gotten if they received it the first time.

Once the credited your account for the $25.00, Im not sure that they MUST give you a refund, since Wire fees are irreversible.

Yes, I read your post.



So, they originally did credit you.

The issue seems like it started around March 10th when you asked for a full refund of the wire.



Yes, but you need to clarify. They fixed their mistake of sending you the wrong details. At this point, your transaction with them was completed. They credited you for the correct amount.

So lets bullet point this:
1- You request wire details from MtGox
2- They send you incorrect info
3- You send wire, its not received and stalled (Was this $50.00 returned to your bank account? I believe it was)
4- MtGox confirms their mistake and decides to eat the loss and credit you for the amount you would have gotten
5- You request a refund for the full amount back to your bank account, they debit your account the $25.00
...At this point on March 19th, "We are currently waiting for our upper management to have these funds reversed back into your Mt.Gox account balance. We apologize for the delay."

Did I miss anything?

Again, not defending, just clarifying.

Not my post, but I certainly didn't get your version of events from what the OP said.

They have not credited me anything, nothing has been returned, not even the $25.18.

Apparently "nothing" does indeed mean "nothing."

Sorry to hear you're having trouble. Mtgox does need a serious wake-up call when it comes to their customer support. My impression is that they believe they are too big to fail, so the only thing likely to give them that wake-up call is serious competition. 

Thats because OP was not clear when he was explaining the situation, hence the reason for bulletpoints.


What happend to the funds that you wired to them and got held by the Intermediary bank?

Chat log sent via PM

No clue, as they have not returned ANY funds. For all I know,they have pocketed the $25.18, along with the $50 in fees charged for their mistake.

I respectfully disagree. But since I can do nothing more than lend my moral support I will not clutter this thread with arguments about reading comprehension. Best of luck to the OP.

Ah, I can see an issue with my first post.

The wire transfer was for a withdrawal FROM MTGox TO my bank.

I was trying to withdraw funds to use for a couple bills I needed to pay.

That help clarify things?

I'd like to see the chat log as well.

I hope they fix your problem soon!

http://pastebin.com/JZAEzY7w

I don't get where the Information MTGOX provided was wrong is evident in the log?

Good luck though.

I gave up last year on requesting wire transfers.
I was told to cancel the Paxum withdraw as there was no sign when it would go through and still got charged the withdraw fee...
The patience required is just too large for a normal human being and the responses open ended.
MTGOX codes work well and I stick with that now.

This is the incorrect information that I used. MY bank doesn't HAVE a swift#, yet they said to use the intermediary bank's swift# for it. I tried to input it into the intermediary bank field, but the withdrawal form would not let me use the same # in both fields. I tried it in ONLY the intermediary bank field, but I couldn't leave MY bank's swift# field blank, so I followed their directions.


Use Dwolla, the fees are $.25 to direct deposit into your bank account. Quite reasonable.

Dear CyberPhunk.

Please check your account, I believe that the $25.18 USD are now back. We are sorry that it took so much time to fix this error, but, unlike Bitcoins transactions, Banks love to take their time send money back. And while we did not get them yet, we had a conformation yesterday that they are on their way, so we could finally credit your account of $25.18 USD.

Once again sorry that it took so long

Regards

"At this time Dwolla is only available for use within the United States.  We do not have plans to expand internationally at this time, but please stay tuned for future updates."

So. you'll still keep the $50 that was caused by the failure of your employee, basically charging me for it? Nice!

Oh, forgot about that, sorry. :-(

Damn global economy! heh

It seems that you do not understand how bank fees work in the case of a withdraw, unfortunately banks, not US, take a Huge chunk of money when you go to opt for an international wire, in your case half of what you sent. The $25.18 that we gave you back is what the Banks sent us back from your initial withdraw and what you should have actually received.

Anyway if you do not want to use International Withdraw please use BitInstant.

Good luck

there is such a thing... called Intersango :)

Woohoo! Issue resolved OP?

QUICK TIP: For anyone that wants to use a wire for any reason at all: Don't bother, unless the amount is greater than $1000, and some folks will say even higher. It just isn't worth the time, expense, and general hassle. USA, use Dwolla. Europe, use Intersango SEPA. Other places have other options too.

This brother speaks the truth. With amounts over $1,000, you end up paying 5% in fees which isn't too rough.

The $50 I am referring to is the ADDITIONAL fee for the failed transfer, which happened due to the incorrect information supplied by your employee. I sent a trial transfer of $50, and then you took ANOTHER $50 from my account to cover that fee.



Oh, and thanks to whomever decided to bury this thread in the trading sub-forum.

It has NOTHING to do with trading, and everything to do with accountability, which is why I put it where I did.

So, Mt.Gox Support, were you guys going to return the EXTRA $50 in fees you charged me or not?

Those fees were charged because the transfer failed, due to the incorrect information supplied by your own employee!

Since you seem to be ignoring my support case, I guess this is my last resort.

Not sure why this shouldn't be absolutely self evident to Mt Gox .. the charge happened because a Mt Gox employee gave incorrect advice. It should therefore fall to Mt Gox to resolve it .. not blame THEIR bank or another party for the fees and wash their hands of the issue.