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I apologize if this isn't an appropriate place to post this message (and if not, of course it should be removed).
I have opened a ticket several days ago through CaVirtex's support system and have yet to receive a response on this:
On Oct. 30th I was charge an account inactivity fee. I understand that this fee was stated in their TOS since the beginning (I signed up in June 2011) and that they simply hadn't started applying the fee. On Oct 15th they announced the commencement of this fee on their announcement page but not via email, even though they have sent announcements via email about fees etc as recently as July.
Their TOS states that the fee would be $50 CAD/month withdrawn as BTC.
Despite this, on Oct. 30th they withdrew -3.99 BTC as an "Inactivity Fee"
Here is a screenshot:
MY MAIN ISSUE is that $50CAD on Oct 30th should have been around .15 BTC but they have taken ~26x times that and they have not explained this issue even though I opened a support ticket on Nov 6th.
MY SECONDARY ISSUE is that I don't feel that they have enacted these inactivity fees in good faith. I understand that they "are not a bank", fair enough, but their system is obviously capable of sending emails about accounts entering inactivity status, and it is aware of which accounts would be approaching a fee deadline. And of course they have sent fee change email notifications in the past, and in the user settings they have an option (defaulted to on) for bulletin emails.
CaVirtex/Joseph David/etc: PLEASE follow up on this ASAP, especially my main issue. I feel like a response out in the open here is most appropriate as I think these are serious issues and your treatment of them should affect your trustworthiness within the community. However, barring that, I have an open support ticket that Allison responded to (26.5 hours after opening) where she only responded with a repost of the announcement and totally ignored the fact that the main issue is that you hugely over-charged me. My follow up messages have gone unanswered.
Thanks.
I have opened a ticket several days ago through CaVirtex's support system and have yet to receive a response on this:
On Oct. 30th I was charge an account inactivity fee. I understand that this fee was stated in their TOS since the beginning (I signed up in June 2011) and that they simply hadn't started applying the fee. On Oct 15th they announced the commencement of this fee on their announcement page but not via email, even though they have sent announcements via email about fees etc as recently as July.
Their TOS states that the fee would be $50 CAD/month withdrawn as BTC.
Despite this, on Oct. 30th they withdrew -3.99 BTC as an "Inactivity Fee"
Here is a screenshot:
MY MAIN ISSUE is that $50CAD on Oct 30th should have been around .15 BTC but they have taken ~26x times that and they have not explained this issue even though I opened a support ticket on Nov 6th.
MY SECONDARY ISSUE is that I don't feel that they have enacted these inactivity fees in good faith. I understand that they "are not a bank", fair enough, but their system is obviously capable of sending emails about accounts entering inactivity status, and it is aware of which accounts would be approaching a fee deadline. And of course they have sent fee change email notifications in the past, and in the user settings they have an option (defaulted to on) for bulletin emails.
CaVirtex/Joseph David/etc: PLEASE follow up on this ASAP, especially my main issue. I feel like a response out in the open here is most appropriate as I think these are serious issues and your treatment of them should affect your trustworthiness within the community. However, barring that, I have an open support ticket that Allison responded to (26.5 hours after opening) where she only responded with a repost of the announcement and totally ignored the fact that the main issue is that you hugely over-charged me. My follow up messages have gone unanswered.
Thanks.
I hope you get this sorted out, I've been rapidly getting more and more annoyed by the blaise outlook they have on customer care. The trade engine being down during the height of the volatility seems fairly convenient for them as well. Since there is no entity that will review these guys it's up to as as customers to relate these things to each other out in the open.
