Problems with changelly...AGAIN!

[Craftbeer]

Just to let the community know about my experiences:

Last week I used the implemented "swap" function within myetherwallet to get some ETH with BTC.
They partnered up with changelly for that, so I thought it's trustworthy and made the transfer.

Due to a bug in changellys system (didn't update to the new hash after a "replace by fee" for a quicker BTC transfer, it took me a week to reach them (they didn't response to my emails).

Yesterday I found the chat function on their homepage and seemed to get all matters sorted out.
I was wrong.
22 hours later I AGAIN emailed them to ask what's the holdup.
Their answer: "It takes 20 working days"
Sorry, but WTF?
It's their mistake, and still they have the NERVE to keep my USD 1500 for another additional month?

Using changelly certainly was a one time mistake for me.
I'm letting you know, because I whish somebody would've told me before....

[Lucius]

I'm not familiar with how this service works and what its references are, but I fully understand your anger and disappointment with what is happening to you. This way of doing business is anything but professional, and it will definitely be a bad advertisement for them. While it is really unacceptable to wait so long for your money, maybe next time you will be much more careful and check what others are experiencing before you get into this kind of trouble.

Although I can tell you that when it comes to customer support and solving problems like this, you will hardly find someone you can say is really up to the task. Of course, it all comes down to reducing costs, instead of hiring new employees in customer support, they will probably reduce their number.

I hope you get your money as soon as possible.

[eaLiTy]

~
Using changelly certainly was a one time mistake for me.
I'm letting you know, because I whish somebody would've told me before....

I never had an issue with changelly and i am using their site and not through a third party and i never encountered any issue but i have encountered certain issues with shapeshift in the past but the support would sort the issue within a couple of days.

I have seen your last topic regarding the same issue and repeat the process what you did last time and the support will sort your issue and hopefully it will not take 20 days.

[Changelly]

Just to let the community know about my experiences:

Last week I used the implemented "swap" function within myetherwallet to get some ETH with BTC.
They partnered up with changelly for that, so I thought it's trustworthy and made the transfer.

Due to a bug in changellys system (didn't update to the new hash after a "replace by fee" for a quicker BTC transfer, it took me a week to reach them (they didn't response to my emails).

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.

[hugeblack]

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.

The question is why does it take about 20 days? Either there is a rule to prevent sending money to any one-time address and thus lose your money or the response of the support team be faster?
As long as the support team can access the private key for that address, then why does the support team not send money to the user because they will be able to recover it at any time.
If the support team cannot access the private key, inform the user about losing his money.
Why the delay?

Generally, Changelly's Terms of Use 2.6.3 indicates the laziness of the technical team. It is easy to reprogram the system to verify RBF or the possibility of receiving funds several times at that address.

[Darker45]

Their answer: "It takes 20 working days"

This is simply too much. Close to an entire month just to iron it out? That could only mean poor service.

Whether it is your fault or theirs, it shouldn't take that long for the assistance or the final decision to arrive.

It's their mistake...

To be fair to Changelly, are you aware that you are actually sending to a non-reusable address?

~snip~

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.

1. I am just curious. So, right now, the client's $1,500 is actually in your custody? By saying that the funds are not lost and that you can do a refund, do you mean you have access to that fund? I was thinking you are a non-custodial service acting only as an intermediary.

2. If a non-reusable address has already been used, is it not possible for a second sending transaction to just result into an error? So that no time will be wasted from both parties.

3. Apparently, your support is wanting. Although you claim to have it 24/7, this particular incident speaks of the same poor support mentioned in your feedback years ago.

[Yogee]

Darker45, it's better to forget the "non-custodial" service because it is an exchange the first place that also happens to require KYC for crypto-fiat transactions. Users will send their bitcoin to a wallet controlled by Changelly and send them an altcoin in return.

"Funds are not lost" just means they received the $1,500 worth of btc.

[Changelly]

This is simply too much. Close to an entire month just to iron it out? That could only mean poor service.

Whether it is your fault or theirs, it shouldn't take that long for the assistance or the final decision to arrive.

The question is why does it take about 20 days?

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.
 

If a non-reusable address has already been used, is it not possible for a second sending transaction to just result into an error? So that no time will be wasted from both parties.

Either there is a rule to prevent sending money to any one-time address and thus lose your money or the response of the support team be faster?

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.

3. Apparently, your support is wanting. Although you claim to have it 24/7, this particular incident speaks of the same poor support mentioned in your feedback years ago.

As long as the support team can access the private key for that address, then why does the support team not send money to the user because they will be able to recover it at any time. If the support team cannot access the private key, inform the user about losing his money.

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.

[Metherry]

It is good to know that the money returned to the user and thus increased confidence in changelly after it solved this problem.
Will the technical team update the databases so that we can send to the same address more than once?
 Craftbeer you should update your topic and add that funds are back to your account

[carlfebz2]

~snip~

Good thing that this had been sorted out.@OP since the funds were returned then it would be better if you do lock up this thread to prevent further replies since this had been resolved.

I didnt have any problems with Changelly when it comes to instant swaps and also ive been using other platforms as well like coinswitch.co. Its a matter of preference though.

Problems do come unexpectedly but doesnt mean that their service isnt reliable.It might do really take up some time.