Guys,
I'm a long time card holder for Wirex when they were E-coin. The service has always been good, but something serious has happened the past few months. Those people complaining are telling the truth. There is something internally wrong with Wirex and I have had nothing but one problem after another.
The problems I've had:
1. Their app took my dash for a load and 'lost' it. It took me 2 weeks to track down what happened and ultimately I had to write to shapeshift to ultimately find that the transaction never was done, because the limits were wrong in their app and it was rejected. What was worse was that after I contacted Wirex, they PUT a bitcoin deposit into my account and removed it (I guess to delay my response?), because when I checked the bitcoin deposit address, they put it in and pulled it out immediately, but their app only showed it going in and waiting for confirmation.
2. I requested a new card over a month ago, and told them it had to go express shipment. I worked with a rep for weeks as he told me over and over that it was indeed sent DHL express. Finally I received a tracking number, and found out they sent it through Deutsche post, which I reminded them I can't get the deliveries because of the postal problems in my local area. They went through a couple of reps while I kept having to explain things over and over to them. I got the last rep who basically just ignored my requests for a new card, and she kept repeating that they 'sent it already' and ignored my input about that it hasn't and won't ever arrive. Here's some excerpts from the latest debacle with them. Apparently, they don't actually read the emails and just quickly reply:
Jun 19, 08:24 UTC
Hello xxxxxx!
Thank you for your request! We are really sorry you are disappointed with us.
We yet receive any tracking number from the bank due to the tech delay.
We will certainly keep you posted and send you the tracking number as soon as we have it.
Please kindly notice you ordered delivery via Deutsche post. It's not expedited, non-refundable but trackable.
Best regards
Wirex customer support
Taras
Taras (Wirex)
If you have any additional questions, please visit our Help Center:
https://help.wirexapp.comJun 19, 08:28 UTC
Taras,
When I used your app, it gave me 2 choices, and I chose to have the card expedited, which is not the way it was sent. Worse was when I spoke to your other rep about it, he claimed it was indeed sent DHL Express(check the communication between us), and yet this wasn't the case. It was send through the mail as it never arrived here as I told him over a month ago it would not. Will your company expedite through DHL another card to me or not? I have very little time to deal with this problem now.
xxxxxxxxxxxx
Jun 20, 08:34 UTC
Hello!
Thank you for your reply! As I said your card was sent with Deutsche Post.
Best regards
Wirex customer support
Taras (Wirex)
If you have any additional questions, please visit our Help Center:
https://help.wirexapp.comI have tons of these ridiculous emails from them now where they don't see to care whether they help you or not. It's only been happening recently (the past few months) as in the past I never had this issue. Just a warning to everyone. Stay away from Wirex until they get their stuff sorted out. You will have nothing but problems and their customer support is completely useless. I've already switched cards to UQUID to give it a try, and I saw another person mention cryptopay, so I might try them too.
Pro
