PLEASE STAY AWAY FROM WIREX AT LEAST UNTIL THEY START PAYING SERIOUS ATTENTION TO THEIR OWN FAULT!
I am value customer with 2-3 years old account and I also had a periodical communication via email with their support team member Oleksii. I can speak really high about Oleksii, he did the impossible to return my money (a charge-back), because I was scammed exactly when WaveCrest and Visa terminated their agreement with the crypto world. So Oleksii is definitely a good guy but I was told in the last communication he moved to a different department.
Anyways, I have collected my plastic cards in person from the local post office recently, I had to do ID verification in front of the office clerk in order to receive the cards.
On 04.06.2018 I have opened my email and found 11!!! emails from Wirex, and basically here is the log:
"your account blocked", "your account unblocked", "your account verified", "your account unverified", etc etc 11 times!
I was in a panic and thought that was a phishing attack. However, I had to withdrawal funds from my local mastercard, so I took the wirex visa with me. Local mastercard (from a local bank) - no problem, Wirex Visa - contact you bank. I have sent like 2-3 tickets to Wirex, first tickets were all closed (very "professional" action).
Then I got a reply from Andrii (
andrii.stoikov@wirexapp.com (Wirex)):
"Andrii (Wirex)
Jun 6, 12:36 EEST
Dear Tsvetomir,
I have an update regarding your request.
We recently experienced local technical difficulties due to an electrical failure in our server circle,
The reason for your emails - the system was trying to reach accounts data and acted accordingly when it couldn't. Anyway, it was a prompt issue, only a little number of users were disturbed during this episode.
Thank You for Your curiosity.
Respectfully,
Andrii "
GUESS WHAT MY CARDS ARE STILL BLOCKED? I replied to Andrii, but nothing yet. So the system crash was on 04.06.2018, he sent me this email on 06.06.2018, now today *08.06.2018* my cards (all of them) are still blocked, quite obviously for no reason. This is what I call "excellent" customer service, if wirex cards were my main cards, I would end up homeless on the street together with my family.
Once again, I have nothing against Wirex, I had great experience with Oleksii (from the customer service team), but I am extremely disgusted, how they clearly stated their fault and did not fix it for 4 days leaving me with blocked cards.
P.S. Just some notes: 1) No contact numbers, so only email communication 2) Upon activation I found their "auto-scanner" system for the new cards is just terrible, I had it on my iPhone 7 and their own system read their cards wrong (like wrong exp date and such) like 5-6 times! 3) It might be in their TOS, but it was not like that before, after I have activated my plastic cards my virtual cards together with the old UK IBAN were automatically terminated, I had the UK card added to a couple of places like Amazon, Ebay, etc, now I need to change it, because they did not notify me about "this swap". Anyways I think it might be in their TOS, so I cannot be angry at them, but it will be good if they show you a notification.
