Is Wirex on the up and up?

[assaywhat]

Recently I went through the process of verifying my identity with Wirex support because I was trying to recover my old account with them to hopefully access the forgotten BTC still left in there (a few hundred bucks worth). I provided all the required documentation and they told me it would take a few days to process. It has now been over 40 days and they have now become unresponsive. My emails to their support address and their support escalations address have been met with no response for several days now.

I did a search on Twitter and was disheartened to find several recent tweets from other Wirex customers with similar stories. There are also a bunch of similar threads on their support forum.

Interestingly, this is happening at the same time Wirex is pushing a big campaign to get money from private investors. According to their twitter (@wirexapp) they have already raised over £2.1m from over 4k investors. I'd imagine a lot of those investors would be interested to know about the inadequate and frankly highly suspicious support practices of the company as of late.

 I dont like posting disparaging things about any person or company but it really does seem like something is going on with them that isnt being addressed publicly. Who knows, maybe someone with nefarious intentions on the support team is up to something that the company is unaware of.

If anyone has had a similar experience with Wirex recently (or ever), please reply here. Or if anyone from Wirex support sees this and would like to respond, that would be great also.

[davis196]

I've checked the reviews about Wirex on Trustpilot and it seems that they have a pretty high score.
4.3 out of 5 from about 6.5K reviews isn't bad for a cryptocurrency company.
They are not a scam,but It looks like their customer support has a lot of work.
However,having lots of positive reviews online doesn't mean that a company won't scam you.

[LFC_Bitcoin]

I know somebody who uses Wirex card & he’s very complimentary about it. I personally have a Coinbase Visa card but I wouldn’t hesitate to use Wirex.

I don’t know why they’re not responding to you but I’m pretty sure they’re not going to be doing anything shady. Is there not a contact number for your country that you can call for help?

[NeuroticFish]

You guys should go to Wirex thread and read a little.

Wirex has monthly fee. ATM withdraw is expensive. The buy/sell prices are not nice. Afaik FX fee is still big (although it's advertised it will be removed?!). Of course, others have this kind of problems to. But I'll continue.
Wirex support sometimes is helpful/useful, sometimes not.
Wirex sometimes has issues and the usual advice was to not handle big amounts at Wirex at once.
Sending SEPA transfer out of Wirex is sometimes a lottery.

I do have Wirex card. Is not bad, but also is not as good as it should be.

It has now been over 40 days and they have now become unresponsive. My emails to their support address and their support escalations address have been met with no response for several days now.

The 40-days problem.... you usually have to ask again and pray you find one of the few from support who can actually be helpful.
But the timing was bad. They were busy now with the crowdfunding. I also had a ticket that got answered late (and with nothing helpful in their answer).

[stompix]

Interestingly, this is happening at the same time Wirex is pushing a big campaign to get money from private investors. According to their twitter (@wirexapp) they have already raised over £2.1m from over 4k investors.

As I said on the wirex topic, when a company starts such an aggressive campaign for crowdfunding and despite their huge userbase the result is at best let call it moderate, when their token has become something useless, and all the gains in reduced fees are neutralized by the slump in token price something is bad at the core.

Their basic product, the card works flawlessly if you do exactly what a basic card should do, load your account with BTC, change it into fiat, lad the card, and spend it in the US , UK  or the EU. Once you go from the basic and spend in a different country you have some small fees on top, if you make the mistake of using an ATM you will son regret it if you deal with banks and wire transfer, again, there might be hiccups. In short, I wouldn't advise anyone to use anything other from Wirex than the card, and that only for spending.

I've checked the reviews about Wirex on Trustpilot and it seems that they have a pretty high score.
4.3 out of 5 from about 6.5K reviews isn't bad for a cryptocurrency company.

I got this in the mail, and it's not the only one.

[joniboini]

The customer support issue is honestly a problem that nearly all crypto services (and probably all services) in general have a problem with, so I'd not be too surprised. That "lucky draw" is definitely a soft way to say "write good things about us and you'll get paid" though.

[Bitcoin577]

Wirex is very reputable and good crypto related company which is giving good service in many countries without any problem but one thing is common in all crypto related exchanges they are very poor in support as sometime I personally have to wait weeks for reply from them for your solution here is link check hopefully your will able to contact them and have good response from them about your issue https://wirexapp.com/terms-and-conditions