Hello!
We are very sorry that you have encountered the problem you are describing:( However, we would like to note that our company never intentionally freezes users' funds. To find out more, you can read our terms of use here –> https://changelly.com/terms-of-use

We truly understand how irritating waiting could be. In most cases, ETA is about a couple of working days. However, some complicated cases require longer time but we are doing all in our power to speed up processes as fast as we can.
By the way, the funds were returned to the client on June, 19th.
 

Unfortunately, this cannot be controlled from our side as the user sends money from the his/her wallet directly not from Changelly account. We cannot control users' actions in their wallets as well as prevent them sending money from their wallets to non-reusable addresses. Therefore, we have the warning which is shown in advance of processing each fixed-rate transaction.


Our support team works 24/7, indeed. However, this particular issue lays within our tech team competence and all requests are processed in the order of the queue.
The address in question is provided by our exchange partner. We don't have any private keys for that address therefore our support team doesn't have any access to it.

We are sorry to hear that your weren't satisfied with our services but we want to clarify the matter in order to avoid any possible misunderstanding. We've checked the issue with our support team and it seems that you created 2 fixed rate transactions and sent funds twice to a non-reusable address, which is prohibited by Changelly's Terms of Use 2.6.3, and for that, we have the appropriate warning for all users at the Confirmation step - > https://imgur.com/a/6b3N5l6.

Please kindly note that the transaction cannot be processed when a user sent crypto assets to a previously used one-time address that had been generated for a Fixed exchange rate transaction or a Floating exchange rate transaction. All Fixed exchange rate option addresses are non-reusable. Therefore, the issue lays not in the invalid hash or inability to update it, but a double transfer to the non-reusable address.

We do assure you that your funds are not lost. Our technical team will do everything in their power to shorten the time of your refund. It is also worthy to mention that we make refunds manually and each case requires extra attention to avoid the risk of double-spend. So we kindly ask you to wait for a while until you get your money back.

In addiction, as we strive to provide the most seamless and instant support to our users, we'd like to know more about the delay in response from our side.   Therefore, for internal investigation, we need the email you used for communication - please DM us.

We are sorry to hear that your weren't satisfied with our services but we want to clarify the matter in order to avoid any possible misunderstanding. We've checked the issue with our support team and it seems that you created 2 fixed rate transactions and sent funds twice to a non-reusable address, which is prohibited by Changelly's Terms of Use 2.6.3, and for that, we have the appropriate warning for all users at the Confirmation step - > https://imgur.com/a/6b3N5l6.

Please kindly note that the transaction cannot be processed when a user sent crypto assets to a previously used one-time address that had been generated for a Fixed exchange rate transaction or a Floating exchange rate transaction. All Fixed exchange rate option addresses are non-reusable. Therefore, the issue lays not in the invalid hash or inability to update it, but a double transfer to the non-reusable address.

We do assure you that your funds are not lost. Our technical team will do everything in their power to shorten the time of your refund. It is also worthy to mention that we make refunds manually and each case requires extra attention to avoid the risk of double-spend. So we kindly ask you to wait for a while until you get your money back.

In addiction, as we strive to provide the most seamless and instant support to our users, we'd like to know more about the delay in response from our side.   Therefore, for internal investigation, we need the email you used for communication - please DM us.

UPD: The funds in full were returned to the client on June, 19th.

Hi there! Sorry for the
 inconveniences! Could you please DM us with your transaction ID? We'll check the matter on our side and get back to you shortly.

Hi there!

Our service abides by the law, therefore we do our best to ensure that no illegal funds go through our platform to mitigate risks of money laundering. We implemented the AML/KYC procedure to protect customers, and it is only applied to transactions flagged by our risk scoring system. This procedure allows us to confirm that you are a law-abiding individual or corporation.
Once you complete the verification, the funds will be returned to you at the rate you confirmed when initiating the transaction. You will also be whitelisted and won’t have to go through the whole process again.

Wooah! So many great stories here. By the way, guys, you still can take part in our contest and take a chance to win BTC prize - just split up your story into several comments and post them under this post. The contest lasts until April, 19th so you'll have time to do that:)

Hi there! Thanks for asking!
Changelly service has a risk scoring system that is able to spot suspicious activity. If a transaction is flagged by the system, it is put on hold and the User is asked to pass AML & KYС verification. However, we still keep users’ privacy in the current circumstances so 99.9% of all transactions do not go through the KYC check.

Hello,

We are sorry to see our service marked as not recommended to use in your list. Changelly has been operating since 2015, and many users from all over the world have trusted us to exchange their funds since.
Regarding the links you posted, 2 of them are related to an issue that occurred on another service and has nothing to do with Changelly. In regards to the KYC procedure, the transaction in question was completed and the customer received a full refund.
Actually, speaking of KYC checks: this procedure was implemented in order to comply with the regulators’ policies and combat money laundering. We process a huge number of transactions daily and KYC helps us prevent fraud and, consequently, protect innocent users. There are plenty of cases when we receive hacked crypto from different services, like Bancor, Coincheck, Bithumb and so forth. We also help legal authorities find hackers and return the stolen money. In fact, 99.9% of all transactions do not go through the KYC check.
Changelly team would like to offer you an opportunity to make a transaction on our service and tell Bitcointalk users about your experience. Please DM us so we could discuss the details.

Hello,
Thanks for mentioning us. It’s really sad to hear that you don’t use instant exchanges anymore. That said, we’d like to clear up the things you’ve mentioned in your message to avoid any possible misunderstandings.
Most of the issues in the links date back to 2017-2018. Since then, our platform has been upgraded, and we’ve improved a lot of our features. Here’s just a shortlist:
-implementing fixed rates (rate is locked for 20 minutes),
-cutting down the exchange fee from 0,5% to 0,25%
-lowering minimum amount for exchange
-launching Changelly mobile app where you can swap without registration,
-adjusting our AML/KYC policies to make the verification process clearer and faster for our users
-24/7 support
As you can see, Changelly has changed significantly, not just the product but also our company itself. We’ve always strived to provide the most transparent and reliable service to our customers, so we’d be grateful if you could make a transaction on Changelly and share your personal experience with the Bitcointalk community. If you’d like to, you can contact us directly so we could discuss us covering your transaction costs and provide you with a personal support line. We’d love to show and prove just how far we’ve come since 2017.
Regarding your statement about coin confiscation we’d like to underline that from time to time, we see users overreacting about KYC procedures on social media. Most probably, they believe that their claims and provocation will make us go against our policy and exchange money that has possibly come from fraudulent sources. However, we will not go against our policies, and also let us remind you that all Changelly users have to accept our terms of use (including those on our KYC policy) in order to initiate a transaction. It’s up to the users to decide whether to agree to our terms and thus whether to use Changelly or not. Last but not least, here’s an interesting fact: only 0,1% of all transactions might be subjected to KYC verification, the rest are processed anonymously.

Did you know that you can swap 150+ #crypto in Changelly mobile app without registration?

Download it for iOS/Android

Hello! That doesn't sound right as we are doing all in our power to process all requests in minimum time including transactions submitted to verification. Please tell us your Changelly txn ID so we could attend to the matter and investigate the reasons for a delay.

Thank you for bringing updates here. The transaction was delayed due to the double payment for the fixed-rate transaction. As a result, your deposit wasn't displayed in our database and couldn't be exchanged further. Therefore, it took a while for our team to investigate what happened and finally, return your coins. We've made some technical adjustments in order to minimize the processing time for such cases. Please don't hesitate to contact us in case of any complications - we'd be happy to assist you!