Wirex- Bitcoin Debit Card | Buy Bitcoin | Mobile Banking | Send Money

[gosha@e-coin]

Been using Wirex/e-coin for a few months now. Very happy with their service. 

Pros:

• Shipping with their express option was ridiculously fast, got my card within 2 days
• Submitted KYC documents and have been approved just 24 hours later
• Excellent support, always replied in a timely manner
• A while ago I got my card skimmed and a bunch of huge large amount transactions were made, they sent me the form to file a claim and I had my money back within 10 days
• Never ever had a transaction refused in physical store or online. Could even use the card for car/hotel reservations/authorizations

Cons:

• The BTC rate they use when you top up your card with EUR is always too low; currently 563€ is what they give you, compared to Kraken's 584€ and Bitstamp's 583€ rate. 3.5% difference is quite a lot..
• Cards don't support NFC payments which has become a standard by now
• Their transition to Wirex is rather confusing, it has been going on for months but still need to use the old site to manage your card.. even have 2 different facebook pages 
• No possibility to change PIN of the card (In Europe it seems to be a standard that you can only change the PIN at an ATM of the issuing bank, which is in this case, impossible, I tried at least 10 different bank ATMs)
• You are forced to have SMS notifications enabled for transactions; they are completely useless and annoying when you already have the Wirex App with Push notifications..

thanks for your detailed and constructive feedback.

On the cons:
1) rate - strange that you are seeing such differences, although the rate you are getting with wirex/e-coin is different from exchanges (which is normal, as those are two different kinds of services), but the difference should not be that high
2) yes, indeed, it's proving to take more time and effort than originally expected. We have considerably increased our dev team, yet, the transition is still ongoing. On the positive side, the convenience and functionality of the renewed site and service will be considerably improved
3) It should be possible not with the issuing bank's ATM, but with any ATM supporting the function. Appreciate that not all ATMs support it, and we can't really direct you to the ones they do, you just need to try different ones. Have you tried 10 different banks in Europe, and none of them offered the option?
4) SMS notifications are compulsory by the issuing bank, it's a security measure. If you really don't want them, you could write to our support team and we will ask the bank to disable them for your particular account. Push notifications work alright, correct?

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[gosha@e-coin]

lots of accusations, most with no grounds or reasons.
On the particular issues with pending buy transaction, have you contacted support? Has it not been resolved? If not, what's your registered e-mail?

On the rest - don't say it just because you think so. Those are serious accusations which should not be thrown around for no reason

[wootcake]

thanks for your detailed and constructive feedback.

On the cons:
1) rate - strange that you are seeing such differences, although the rate you are getting with wirex/e-coin is different from exchanges (which is normal, as those are two different kinds of services), but the difference should not be that high
2) yes, indeed, it's proving to take more time and effort than originally expected. We have considerably increased our dev team, yet, the transition is still ongoing. On the positive side, the convenience and functionality of the renewed site and service will be considerably improved
3) It should be possible not with the issuing bank's ATM, but with any ATM supporting the function. Appreciate that not all ATMs support it, and we can't really direct you to the ones they do, you just need to try different ones. Have you tried 10 different banks in Europe, and none of them offered the option?
4) SMS notifications are compulsory by the issuing bank, it's a security measure. If you really don't want them, you could write to our support team and we will ask the bank to disable them for your particular account. Push notifications work alright, correct?

Thanks for the response!

Actually I'm very confused about the rate now; on your homepage it says 1BTC = $647.71, but when I load my USD card and enter 1 BTC, it shows that 1BTC = $615.95 (5% difference). Your fees page mentions a 3% "conversion fee".

Is there a currency conversion fee when paying in EUR with an USD card? What USD/EUR exchange rate is used in this case?

I can't tell you what banks exactly I tried but surely tried many different ones in Germany, Belgium, France and the Netherlands, the option to change PIN wasn't available on any. I'll keep trying and if I find one I'll note it down, not a big deal of course but it would be nice to have the option to change the PIN.

The push notifications in the app work great! No problems with them. I just blocked the number the transaction text messages are coming from, that'll do the trick. 

[gosha@e-coin]

Thanks for the response!

Actually I'm very confused about the rate now; on your homepage it says 1BTC = $647.71, but when I load my USD card and enter 1 BTC, it shows that 1BTC = $615.95 (5% difference). Your fees page mentions a 3% "conversion fee".

Is there a currency conversion fee when paying in EUR with an USD card? What USD/EUR exchange rate is used in this case?

I can't tell you what banks exactly I tried but surely tried many different ones in Germany, Belgium, France and the Netherlands, the option to change PIN wasn't available on any. I'll keep trying and if I find one I'll note it down, not a big deal of course but it would be nice to have the option to change the PIN.

The push notifications in the app work great! No problems with them. I just blocked the number the transaction text messages are coming from, that'll do the trick. 

The rate in the home page is the buy rate. The rate you get inside your account is the sell rate, which, naturally is a bit different. It is calculated based on what we get from our bitcoin processor

The 3% conversion fee you are referring to is a different thing - that's the FX conversion fee charged by the card issuer/Visa/MasterCard when you use your card in a currency different from the card's currency (i.e., pay in EUR with a USD card or in CAD with a EUR card).

Unfortunately, changing PIN via ATM is the only way for the time being; if/when the card issuer gives us a possibility to do so via API, we will certainly integrate such function. However, it is quite a security sensitive operation, so, don't expect that to happen in the near future

Blocking/changing the mobile number is one of the ways to get rid of the SMS, although not the most straightforward:)

[nicolas344]

I deleted my previous message, as it contained only negative feedback and nothing really constructive, so instead of going to war, I'll follow MadGamer's advice and I'm going to post my issue here in hope someone can help me out.

To make a long story short, after many exchanges with Wirex support, I decided to stop trying to spend my funds on my plastic Wirex Mastercard in stores. So, I decided to buy BTC with my funds and use those instead. But it seems that I can't buy any BTC at all. Support is telling me the amount of BTC you load your card with counts toward your total so I tested with the minimum amount (0.01 BTC, which would still bring my total loaded / spent way lower than 2500) but it still won't let me buy 0.01 BTC. I mentionned this to the support and they never answered me.

Can we sort this out? Thank you. (gosha@e-coin : sending my registered email in private message).

[gosha@e-coin]

I deleted my previous message, as it contained only negative feedback and nothing really constructive, so instead of going to war, I'll follow MadGamer's advice and I'm going to post my issue here in hope someone can help me out.

To make a long story short, after many exchanges with Wirex support, I decided to stop trying to spend my funds on my plastic Wirex Mastercard in stores. So, I decided to buy BTC with my funds and use those instead. But it seems that I can't buy any BTC at all. Support is telling me the amount of BTC you load your card with counts toward your total so I tested with the minimum amount (0.01 BTC, which would still bring my total loaded / spent way lower than 2500) but it still won't let me buy 0.01 BTC. I mentionned this to the support and they never answered me.

Can we sort this out? Thank you. (gosha@e-coin : sending my registered email in private message).

replied to you in PM, mate, one way or another will sort it out

[nicolas344]

I deleted my previous message, as it contained only negative feedback and nothing really constructive, so instead of going to war, I'll follow MadGamer's advice and I'm going to post my issue here in hope someone can help me out.

To make a long story short, after many exchanges with Wirex support, I decided to stop trying to spend my funds on my plastic Wirex Mastercard in stores. So, I decided to buy BTC with my funds and use those instead. But it seems that I can't buy any BTC at all. Support is telling me the amount of BTC you load your card with counts toward your total so I tested with the minimum amount (0.01 BTC, which would still bring my total loaded / spent way lower than 2500) but it still won't let me buy 0.01 BTC. I mentionned this to the support and they never answered me.

Can we sort this out? Thank you. (gosha@e-coin : sending my registered email in private message).

replied to you in PM, mate, one way or another will sort it out

Yes, I got your message. Thank you gosha, I will continue to try to sort that out with the support and let you know guys how it went.

[nicolas344]

I deleted my previous message, as it contained only negative feedback and nothing really constructive, so instead of going to war, I'll follow MadGamer's advice and I'm going to post my issue here in hope someone can help me out.

To make a long story short, after many exchanges with Wirex support, I decided to stop trying to spend my funds on my plastic Wirex Mastercard in stores. So, I decided to buy BTC with my funds and use those instead. But it seems that I can't buy any BTC at all. Support is telling me the amount of BTC you load your card with counts toward your total so I tested with the minimum amount (0.01 BTC, which would still bring my total loaded / spent way lower than 2500) but it still won't let me buy 0.01 BTC. I mentionned this to the support and they never answered me.

Can we sort this out? Thank you. (gosha@e-coin : sending my registered email in private message).

replied to you in PM, mate, one way or another will sort it out

Yes, I got your message. Thank you gosha, I will continue to try to sort that out with the support and let you know guys how it went.

Alena from their support took on her to fix my issue. It took a few days but she kept me updated everyday so I felt my issue was taken seriously.

[gosha@e-coin]

I deleted my previous message, as it contained only negative feedback and nothing really constructive, so instead of going to war, I'll follow MadGamer's advice and I'm going to post my issue here in hope someone can help me out.

To make a long story short, after many exchanges with Wirex support, I decided to stop trying to spend my funds on my plastic Wirex Mastercard in stores. So, I decided to buy BTC with my funds and use those instead. But it seems that I can't buy any BTC at all. Support is telling me the amount of BTC you load your card with counts toward your total so I tested with the minimum amount (0.01 BTC, which would still bring my total loaded / spent way lower than 2500) but it still won't let me buy 0.01 BTC. I mentionned this to the support and they never answered me.

Can we sort this out? Thank you. (gosha@e-coin : sending my registered email in private message).

replied to you in PM, mate, one way or another will sort it out

Yes, I got your message. Thank you gosha, I will continue to try to sort that out with the support and let you know guys how it went.

Alena from their support took on her to fix my issue. It took a few days but she kept me updated everyday so I felt my issue was taken seriously.

thank you for the feedback

[lex.l1]

Hello.
I have a problem with my account and a transaction.
After trying to transfer around 0.267 bitcoin to another bitcoin, i didnt get the confirmation email so i tried again, this time i saw there is no more money in my account.
Can someone help me resolve the issue? I had one of these happen around 4-5 months ago.
I needed the money for an urgent medical matter

support tickets ids: 29411 , 29412, 29417
I also sent gosha a Pm, sorry if I seem desperate ...
save my soul please )

[Kevin77]

I deleted my previous message, as it contained only negative feedback and nothing really constructive, so instead of going to war, I'll follow MadGamer's advice and I'm going to post my issue here in hope someone can help me out.

To make a long story short, after many exchanges with Wirex support, I decided to stop trying to spend my funds on my plastic Wirex Mastercard in stores. So, I decided to buy BTC with my funds and use those instead. But it seems that I can't buy any BTC at all. Support is telling me the amount of BTC you load your card with counts toward your total so I tested with the minimum amount (0.01 BTC, which would still bring my total loaded / spent way lower than 2500) but it still won't let me buy 0.01 BTC. I mentionned this to the support and they never answered me.

Can we sort this out? Thank you. (gosha@e-coin : sending my registered email in private message).

replied to you in PM, mate, one way or another will sort it out

Yes, I got your message. Thank you gosha, I will continue to try to sort that out with the support and let you know guys how it went.

Alena from their support took on her to fix my issue. It took a few days but she kept me updated everyday so I felt my issue was taken seriously.

thank you for the feedback

I also wanted to ask what type of fees you charge depending on volume, is it variable to change or is it just set, I think that someone who does depositing and withdrawing 100 times more than the other should be paying the same amount.
Is there something about this in the future or will it stay set?

[Diana Clark]

Don't waste your time with these people. Absolutely horrible customer service. Site never works. I patiently work with them for a week and they had one excuse after the other. The problem was never resolved.

I thought I would give them another try a month later. The exact same thing.  It wasn't a large amount but it was for my daughters birthday. There are enough bitcoin debit cards out there now not to have to put up with this type of service and aggravation.

Save yourself a headache and avoid them.

[cherline]

Their services have some problems IMO, loading a card can take fairly long (up to 3 hours)

That being said, their customer support is not too bad for me because they always reply to me within minutes.

[gosha@e-coin]

Hello.
I have a problem with my account and a transaction.
After trying to transfer around 0.267 bitcoin to another bitcoin, i didnt get the confirmation email so i tried again, this time i saw there is no more money in my account.
Can someone help me resolve the issue? I had one of these happen around 4-5 months ago.
I needed the money for an urgent medical matter

support tickets ids: 29411 , 29412, 29417
I also sent gosha a Pm, sorry if I seem desperate ...
save my soul please )

all resolved, correct? please, confirm

[gosha@e-coin]

I deleted my previous message, as it contained only negative feedback and nothing really constructive, so instead of going to war, I'll follow MadGamer's advice and I'm going to post my issue here in hope someone can help me out.

To make a long story short, after many exchanges with Wirex support, I decided to stop trying to spend my funds on my plastic Wirex Mastercard in stores. So, I decided to buy BTC with my funds and use those instead. But it seems that I can't buy any BTC at all. Support is telling me the amount of BTC you load your card with counts toward your total so I tested with the minimum amount (0.01 BTC, which would still bring my total loaded / spent way lower than 2500) but it still won't let me buy 0.01 BTC. I mentionned this to the support and they never answered me.

Can we sort this out? Thank you. (gosha@e-coin : sending my registered email in private message).

replied to you in PM, mate, one way or another will sort it out

Yes, I got your message. Thank you gosha, I will continue to try to sort that out with the support and let you know guys how it went.

Alena from their support took on her to fix my issue. It took a few days but she kept me updated everyday so I felt my issue was taken seriously.

thank you for the feedback

I also wanted to ask what type of fees you charge depending on volume, is it variable to change or is it just set, I think that someone who does depositing and withdrawing 100 times more than the other should be paying the same amount.
Is there something about this in the future or will it stay set?

at the moment it's all flat (except the blockchain fee for transfers which can fluctuate depending on the load of the blockchain itself - we have no control over it).

But thank you for the idea, will give it a though for future

[gosha@e-coin]

Don't waste your time with these people. Absolutely horrible customer service. Site never works. I patiently work with them for a week and they had one excuse after the other. The problem was never resolved.

I thought I would give them another try a month later. The exact same thing.  It wasn't a large amount but it was for my daughters birthday. There are enough bitcoin debit cards out there now not to have to put up with this type of service and aggravation.

Save yourself a headache and avoid them.

you must have been really unlucky to face the same issue twice. what's your registered e-mail and what exactly was the problem?

[gosha@e-coin]

their services have little problem ,,load card take  too long up to 3 hours

but their customer support is not too bad for me because they always reply to me within minutes.

card load should not even take 3 seconds, not to mention 3 hours. If you faced smth like that, it means there was an issue with the system. Was it resolved by support, or did the load get processed without any involvement?

[Bostenspeed]

 
Transfer Failed
Dear Customer,

There was an issue with your Transfer, please contact support, quoting REF:c1bbab5a6d04447c8b5636732c209676

Error: You don't have enough funds on the account for this operation

Also have a look at ticket number 30088

Are we getting refunded for the fees for "not having sufficient funds error message"

[gosha@e-coin]

Transfer Failed
Dear Customer,

There was an issue with your Transfer, please contact support, quoting REF:c1bbab5a6d04447c8b5636732c209676

Error: You don't have enough funds on the account for this operation

Also have a look at ticket number 30088

Are we getting refunded for the fees for "not having sufficient funds error message"

this may be due to the blockchain fee which fluctuates depending on the overall load of the blockchain - we don't have any control over it.

If a transfer doesn't go through you are not charged any fee

[Bitcoinlover85]

Helloo I have had a good service so far with wirex card but today i tried to move money from my wirex bitcoin wallet to my wirex debit card and it said the confirmation that it went through, then i received an email saying my withdrawal has failed i should contact customer services. But i looked back in my wirex bitcoin wallet and the money is not there either.. so its not on my card and not in my wallet where has my money disappeared to?
 I tried to load £331,

I emailed you but i haven't had any response just an auto message

Please to be sorted asap

Can a wirex team member contact me regarding this matter

Thank you

JAy


This is the email i got below

----
Dear Customer,

There was an issue with your Withdraw, please contact support, quoting REF:ed618e8a8f1343b5bb6e13f94f11d4d7

Error: You don't have enough funds on the account for this operation

Thank you for your trust and interest in E-coin. We are devoted to making your life easier by providing you with simple and hassle-free tools for managing your money.

Kind Regards,
E-Coin Team
----


Please i need this sorted i have sent you a private message