Shafted by GOX!

[frojoe]

Completely ridiculous. I made 2 transfers few days before they axed dwolla. Dwolla cancelled the transaction so I emails both dwolla and MTGOX. Dwolla said it was on MTgox end because they sent the transaction. Mtgox at first had no idea what happen. Now they have told me since end may that they were waiting on there developer. So I have been contacted them every week to get and update and I get the same answer. Today I tried to get an answer with chat and as soon as I get someone they leave chat. I try to open a new one it says no agents available and then when I try to log into support my support account it was suspended. Can you believe this? Anyone else have an idea on what to do or having the same issue. MTgox pretty much just stole $1500

[franky1]

Edit: this is the case by double reading the OP's thread:

if you put money into dwolla from a MTGOX hoping it to arrive at your bank account. and as you say Dwolla cancelled the transaction. then Dwolla would put the money back into your MTGOX.

Dwolla said it was on MTgox end because they sent the transaction.

if mtgox sent the money to Dwolla. MTGox cant just vaccuum, drag, claw it back as a standard procedure. Dwolla cancelled the transfer, so the standard procedure would be for Dwolla to GIVE it back to MTGOX.

ensure Dwolla sent the funds. and ask for proof so that you can contact MTGox with the proof so thy can investigate it. if Dwolla cannot provide you direct proof. they can most definitely show their partner MTGOX the bank statement privately behind closed doors, on your behalf.

i suggest keeping on at Dwolla, they obviously received the money from MTGOX. to then be able to cancel the transaction from moving on any further

[bbit]

if you put money into dwolla from a bank account hoping it to arrive at MTGOX. and as you say Dwolla cancelled the transaction. then Dwolla would put the money back into your bank account.

if you put money into dwolla from a MTGOX hoping it to arrive at your bank account. and as you say Dwolla cancelled the transaction. then Dwolla would put the money back into your MTGOX.

Basically this ^^ !

[frojoe]

I have. Ill post in the am the conversation with gox and dwolla and
 then would like more input

[CurbsideProphet]

If Dwolla sent the transfer then the funds are probably with the MtGox subsidiary that was busted for not having a money transmitter license.  If that's the case, I would assume your funds are frozen along with any other funds that were held with that subsidiary.  I hope you get your money back.

[frojoe]

From Dwolla

Dwolla Support
MAY 24, 2013  |  11:05AM CDT
Joe,

Thank you for your email. Please keep in mind that you have your Dwolla statements tab, that you can provide to their team, clearly stating that the transfers were canceled.

Please let us know if you have any additional questions regarding this matter.

Sincerely,
Dwolla Support
www.dwolla.com
www.trydwolla.com (Send someone free money on us to get them started)

---- Message Disclaimer -----

This e-mail message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the intended recipient, any dissemination, distribution or copying of this communication is strictly prohibited.

Joe
MAY 24, 2013  |  09:03PM CDT
To add this is what they also just said

Gene, May 24 10:57 (JST):
Hello,
We require an confirmation that your funds has been returned to us to proceed further.
Thanks,
MtGox.com Team

Can you please give me or MTGOX confirmation that these funds have been returned to them?

Thanks.
Joe
MAY 24, 2013  |  08:56PM CDT
Hello again,

I have emailed mtgox over the course of the past week and they have had nothing to say other than they are investigating the issue with you guys. I copied over the last email you sent me to them and this is there response.

Gene, May 24 10:41 (JST):
Hello,
The transaction is yet to be returned,could you please check with Dwolla if its been returned to our Bank account?
Thanks,
MtGox.com Team

Is there any more info that you can give me? I need to know were this money has gone.

Thanks,

Joe
Dwolla Support
MAY 14, 2013  |  04:02PM CDT
Joe,

Our apologies Joe as these are cancelled from most recent working backwards. You will want to check with Mt. Gox or in your Mt. Gox account to inquire about the whereabouts of the cancelled transactions, as they were initiated from their system.

[frojoe]

From Gox

Your request (#85256) has been updated.
To review the status of the request and add additional comments, follow the link below:
http://support.mtgox.com/tickets/85256
You can also add a comment by replying to this email.

Gene, Jun 11 12:46 (JST):
Hello,
We apologize for the delay in the progress.We request you to wait for the update as we are yet to receive an update from our Developer.Sorry that I am unable to provide an ETA.
Best regards,
Mt.Gox Team
https://www.mtgox.com
[Attention: Please protect your account using OTP to ensure that your funds are safe and secure. Failing to do so makes your information vulnerable to hackers.
Please visit https://mtgox.com/security]

Arkscorcher, Jun 11 12:42 (JST):
Its another 5 days. Almost a month now whats going on?

Sent from my Samsung Galaxy Note® II
-------- Original message --------

Gene, Jun 05 13:12 (JST):
Hello,
You are welcome.
Thanks,
MtGox.com Team

Arkscorcher, Jun 05 13:09 (JST):
Ok thanks again and thanks for your patience with me.

________________________________
From: Gene <notifications-info@mtgox.com>
To: Arkscorcher <arkscorcher@yahoo.com>
Sent: Wednesday, June 5, 2013 12:06 AM
Subject: [Support Desk] Re: Dwolla-Returned (ticket #85256)

Gene, Jun 05 13:06 (JST):
Hello,
We are unable to provide an ETA however we have already escalated this issue and awaiting for an resolution on this.Will surely update if we receive any information on the progress.
Thanks,
MtGox.com Team

Arkscorcher, Jun 05 13:01 (JST):
Has the developers given your customer support staff any sort of we hope to get these pending dwolla transactions fixed by this date. Any deadlines but in place? Im sorry for all the questions and being persist im just at a lost right now.

________________________________
From: Gene <notifications-info@mtgox.com>
To: Arkscorcher <arkscorcher@yahoo.com>
Sent: Tuesday, June 4, 2013 11:51 PM
Subject: [Support Desk] Re: Dwolla-Returned (ticket #85256)

Gene, Jun 05 12:51 (JST):
Hello,
Dwolla has closed our account as of May 15, 2013 and we are working towards get all the pending transactions to be sorted so it takes bit longer time.
Thanks,
MtGox.com Team

Arkscorcher, Jun 05 12:51 (JST):
I understand but what I don't understand is why it takes over a week for an answer from the developer? I would consider this a serious issue.

________________________________
From: Gene <notifications-info@mtgox.com>
To: Arkscorcher <arkscorcher@yahoo.com>
Sent: Tuesday, June 4, 2013 11:48 PM
Subject: [Support Desk] Re: Dwolla-Returned (ticket #85256)

Gene, Jun 05 12:48 (JST):
Hello,
We do understand and we are really sorry for the delay in this progress.We are waiting for an update from our Developer and we will surely provide an update on this.We request you to wait and will keep you informed.
Thanks,
MtGox.com Team

Arkscorcher, Jun 05 12:45 (JST):
I guessing getting a responce from email is faster. Still yet to get a chat agent. I need an answer of resolution please. 3 weeks now and no resolution is very upsetting.

________________________________
From: Gene <notifications-info@mtgox.com>
To: Arkscorcher <arkscorcher@yahoo.com>
Sent: Tuesday, June 4, 2013 11:26 PM
Subject: [Support Desk] Re: Dwolla-Returned (ticket #85256)

Gene, Jun 05 12:26 (JST):
Hello,
Sorry for the delay,Live chat is working and there might be an hold while our representatives assisting other customers.You will be able to get in touch with our live chat support.
Thanks,
MtGox.com Team

Arkscorcher, Jun 05 12:20 (JST):
I want to speak to someone threw live chat. Is there a long wait? I have been waiting for about 20mins.

________________________________
From: Gene <notifications-info@mtgox.com>
To: Arkscorcher <arkscorcher@yahoo.com>
Sent: Sunday, June 2, 2013 9:27 PM
Subject: [Support Desk] Re: Dwolla-Returned (ticket #85256)

Gene, Jun 03 10:27 (JST):
Hello,
We are working towards this and we will keep you updated as soon as possible.We appreciate your patience.
Thanks,
MtGox.com Team

Arkscorcher, Jun 03 04:36 (JST):
I need an update. It has been almost 3 weeks an no resolution. I need my money back now.

Sent from my Samsung Galaxy Note® II
-------- Original message --------

Gene, May 30 10:54 (JST):
Hello,
Sorry for the delay.We are waiting for an update from our developer and we will update you on this.
Thanks,
MtGox.com Team

Arkscorcher, May 30 10:47 (JST):
Looking for an update please.

Sent from my Samsung Galaxy Note® II
-------- Original message --------

Gene, May 27 13:02 (JST):
Hello,
Sorry,they are working towards it and will keep you posted once we get an update.
Thanks,
MtGox.com Team

Arkscorcher, May 27 13:01 (JST):
Any new word from the devs?

Sent from my Samsung Galaxy Note® II
-------- Original message --------

Gene, May 25 09:41 (JST):
Hello Joe,
Thank you for the details.We will check with our Developer on this and will update you.
Thanks,
MtGox.com Team

Arkscorcher, May 25 06:43 (JST):
This is the response I got from dwolla.

Dwolla Support
MAY 24, 2013  |  11:05AM CDT
Joe,
Thank you for your email. Please keep in mind that you have
your Dwolla statements tab, that you can provide to their team, clearly
stating that the transfers were canceled.
Please let us know if you have any additional questions regarding this matter.
Sincerely,
Dwolla Support
www.dwolla.com
www.trydwolla.com (Send someone free money on us to get them started)
---- Message Disclaimer -----
This e-mail message is intended only for the use of the individual or
entity to which it is addressed, and may contain information that is
privileged, confidential and exempt from disclosure under applicable
law. If you are not the intended recipient, any dissemination,
distribution or copying of this communication is strictly prohibited.
The information that they want me to provide to you I have attach in a prior email which was a screen shot of the 2 cancelled transactions along with my account number and zero balance. Do you need that screenshot again with it timestamped in the corner?

________________________________
From: Gene <notifications-info@mtgox.com>
To: Arkscorcher <arkscorcher@yahoo.com>
Sent: Thursday, May 23, 2013 10:06 PM
Subject: [Support Desk] Re: Dwolla-Returned (ticket #85256)

Gene, May 24 11:06 (JST):
Hello,
Thank you.We will wait for the details.
Thanks,
MtGox.com Team

Arkscorcher, May 24 11:05 (JST):
I have emailed dwolla. I will respond as soon as I get a reply with their answer.

________________________________
From: Gene <notifications-info@mtgox.com>
To: Arkscorcher <arkscorcher@yahoo.com>
Sent: Thursday, May 23, 2013 9:57 PM
Subject: [Support Desk] Re: Dwolla-Returned (ticket #85256)

Gene, May 24 10:57 (JST):
Hello,
We require an confirmation that your funds has been returned to us to proceed further.
Thanks,
MtGox.com Team

Arkscorcher, May 24 10:56 (JST):
Not to be rude but why would I need to contact Dwolla on behalf of MTGOX?

________________________________
From: Gene <notifications-info@mtgox.com>
To: Arkscorcher <arkscorcher@yahoo.com>
Sent: Thursday, May 23, 2013 9:41 PM
Subject: [Support Desk] Re: Dwolla-Returned (ticket #85256)

Gene, May 24 10:41 (JST):
Hello,
The transaction is yet to be returned,could you please check with Dwolla if its been returned to our Bank account?
Thanks,
MtGox.com Team

Gene, May 23 09:56 (JST):
Hello,
Thank you for the details.We will have this checked with our Developer and will keep you informed.
Thanks,
MtGox.com Team

Arkscorcher, May 23 02:44 (JST):
I have emailed dwolla this this is the response I get.
Joe,
Our apologies Joe as these are cancelled from most recent
working backwards. You will want to check with Mt. Gox or in your Mt.
Gox account to inquire about the whereabouts of the cancelled
transactions, as they were initiated from their system.
    That means when I sent my money from gox it goes from you in japan to your dwolla account then from your dwolla account to mine. Now since that was manually cancelled by dwolla because your account was seized. So the transactions could come to me because there was no funds available. Therefor my $1502 is seized in your account which holds you responsible for my lost funds. So how are you investigating the issue any further if your are not going to get that money back in a seized account by the DHS. You would need to settle the court order which could be weeks or years and even if its settled they still might not give that back to you. I want my USD to be reimbursed. There shouldn't been an issue with giving your customer was is rightful theirs.

________________________________
From: Gene <notifications-info@mtgox.com>
To: Arkscorcher <arkscorcher@yahoo.com>
Sent: Tuesday, May 21, 2013 9:01 PM
Subject: [Support Desk] Re: Dwolla-Returned (ticket #85256)

Gene, May 22 10:01 (JST):
Hello Joe,
We continue to check and Dwolla transaction is yet to be returned to us.If its returned surely it will be credited to your Mtgox account.we will investigate further on this and will update you.We really appreciate your patience.
Thanks,
MtGox.com Team

Arkscorcher, May 22 07:07 (JST):
Looking for an update. I need this issue resolved soon. I feel that this is unacceptable and that my funds should be reimbursed immediately. I have been a loyal customer and have done all my trading on your site. How would I want to continue to be a customer if when there is an issue and you have zero resolution or information about my funds other than investigating the issue. My credit card company or bank doesn't take a week with no real answer. Please there needs to be something done. I need my funds and a legitimate answer to when I will be reimbursed? Your customer service team has always been good to me. Please don't let me down now.
Sincerely,
Joe

________________________________
From: Gene <notifications-info@mtgox.com>
To: Arkscorcher <arkscorcher@yahoo.com>
Sent: Monday, May 20, 2013 11:05 PM
Subject: [Support Desk] Re: Dwolla-Returned (ticket #85256)

Gene, May 21 12:05 (JST):
Hello,
Sorry that we are unable to provide an ETA however we will keep you posted on the status.We appreciate your patience.
Thanks,
MtGox.com Team

Arkscorcher, May 21 12:03 (JST):
Checking in. Any update? Did my screenshot help in anyway?  Can I get an eta please?

Sent from my Samsung Galaxy Note® II
-------- Original message --------

Gene, May 20 10:52 (JST):
Hello,
Thank you for the details.We will keep you updated on the status.
Thanks,
MtGox.com Team

Arkscorcher, May 20 10:50 (JST):
If this helps your investigation on my side I have attached a screenshot of my current dwolla balance and shows the 2 cancels for proof.

________________________________
From: Gene <notifications-info@mtgox.com>
To: Arkscorcher <arkscorcher@yahoo.com>
Sent: Sunday, May 19, 2013 9:35 PM
Subject: [Support Desk] Re: Dwolla-Returned (ticket #85256)
Attachment(s)
dwolla.jpg

Gene, May 20 10:35 (JST):
Hello,
On checking the transaction status shows up as processed from our end:
Index:   64775
Amount:   $1,000.00000
Label:   MtGox Withdraw
Requested:   2013-05-10 13:36:13
Confirmed:   
Processed:   2013-05-10 14:34:22
Stamp:   2013-05-10 14:40:24
Status:   processed
Amount:   $502.00000
Label:   MtGox Withdraw
Requested:   2013-05-12 00:34:17
Confirmed:   
Processed:   2013-05-12 01:34:03
Stamp:   2013-05-12 01:38:58
Status:   processed
Receipt:   2941651
We will have to investigate further and will keep you posted.We appreciate your patience.
Thanks,
MtGox.com Team

Arkscorcher, May 20 10:31 (JST):
Can you give me a definite that the money will come back to my account or is it seized in your dwolla account? I need to know if im ever going to see my money again?

Sent from my Samsung Galaxy Note® II
-------- Original message --------

Gene, May 20 10:23 (JST):
Hello,
The transaction has been processed from our end and as its been returned as stated ,we will have to wait until it reaches us.We will keep you posted and we appreciate your patience.
Thanks,
MtGox.com Team

Arkscorcher, May 20 10:22 (JST):
This issue has been going on for almost a week. I understand your situation but I have money in limbo and no one can tell me were it is. I also understand your not a bank but the bank doesnt tell me they dont o ow were my money is when I have it in an account. I really need a resolution soon please

Sent from my Samsung Galaxy Note® II
-------- Original message --------

Gene, May 20 10:05 (JST):
Hello,
The transaction still has not returned and as Dwolla has closed our account as of May 15, 2013.We are investigating on this and will keep you posted.We appreciate your patience.
Thanks,
MtGox.com Team

Arkscorcher, May 20 03:47 (JST):
Looking for an update. Still no usd in either dwolla or mtgox. Can something been done? Can I at least get btc value back or something?

Sent from my Samsung Galaxy Note® II
-------- Original message --------

Gene, May 17 10:42 (JST):
Hello,
You are welcome and its our great pleasure to serve you.We will keep you updated.
Thanks,
MtGox.com Team

Arkscorcher, May 17 10:40 (JST):
Ok thanks alot. Sorry for being on the edge. I do uave to say your customer service is fast during business hours. Thanks for fast responses.

Sent from my Samsung Galaxy Note® II
-------- Original message --------

Gene, May 17 10:37 (JST):
Hello,
We will have this checked and will update you once the funds are returned back to us.We appreciate your patience.
Thanks,
MtGox.com Team

Arkscorcher, May 17 10:29 (JST):
I just check dwolla to make sure. No funds there. Dwolla cancelled my transfer due to this court order. I emailed them 2 days ago when they cancelled it and they said I needed to contact you guys because they said it should go back to my mtgox account.

Sent from my Samsung Galaxy Note® II
-------- Original message --------

Gene, May 17 10:05 (JST):
Hello,
On checking we find both transaction has been processed from our end on 2013-05-12 01:34:03 and 2013-05-10 14:34:22.Did you check in your Dwolla account if its received?
Thanks,
MtGox.com Team

Arkscorcher, May 17 07:59 (JST):
Just following up. Any word if my money is lost?
________________________________
From: Gene <notifications-info@mtgox.com>
To: Arkscorcher <arkscorcher@yahoo.com>
Sent: Wednesday, May 15, 2013 9:26 PM
Subject: [Support Desk] Re: Dwolla (ticket #85256)

Gene, May 16 10:26 (JST):
Hello,
We are investigating on this and we are in contact with Dwolla.
https://mtgox.com/press_release_20130515.html
We will keep you posted.
Thanks,
MtGox.com Team

Arkscorcher, May 16 03:30 (JST):
Im sorry im responding so soon. Im in panic mode. Is my $1502 of USD Seized in your account or not?

________________________________
From: Gene <notifications-info@mtgox.com>
To: Arkscorcher <arkscorcher@yahoo.com>
Sent: Tuesday, May 14, 2013 10:55 PM
Subject: [Support Desk] Re: Dwolla (ticket #85256)

Gene, May 15 11:55 (JST):
Hello,
Thank you for your reply.We will notify via email on this.
Thanks,
MtGox.com Team

Arkscorcher, May 15 11:54 (JST):
Will I be directly notified by email? I have already contacted Dwolla and they told me you dwolla account has been seized. I just want to make sure that my $1502 usd is gone forever.

Sent from my Samsung Galaxy Note® II
-------- Original message --------

Gene, May 15 11:34 (JST):
Hello,
Thank you for the email. We can see that the Dwolla transactions are not getting processed.We are investigating on this and will contact Dwolla and will provide further reports when additional information becomes known.We appreciate your patience.
Thanks,
MtGox.com Team

Arkscorcher, May 15 06:55 (JST):
I transferred 2 transactions. One for $1000 and one for $502. They were both cancelled on the dwolla side due to the court order. Curious on when my $1502 will be back to gox.

[frojoe]

Sorry for the long posts. I figured I would post the chain of conversation that I have had with both companys to get an idea of what you think I can do or say or if anyone is in the same boat.

Update of the suspended support account. They did it for the night so they did talk to me. I can log into support again.

[frojoe]

Anyone at all willing to weed through this and give me a suggestion?

[joesmoe2012]

So are you still waiting for them to investigate or what was the outcome here...?

[Aswan]

Wow, their customer support really is bad. You asked them for an update and an ETA etc. so many times and politely while they just copy & paste their answers. I'm glad I never Used Mt.Gox and I never will.

I don't know how things work in japan but I am pretty sure there must be some institution you can forward their ways of doing business to. I hate customer supports that onyl give you the same question over and over again. I mean.. you obviously already got that info so replying with the same stuff again is just the same as a "F*ck off!!".

I feel with you. Hope you get your money back =/

[mprep]

Looks like Gox is cracking down quicker than I thought. 

[frojoe]

So are you still waiting for them to investigate or what was the outcome here...?

Still no outcome. Have emailed again and still staying they will get an answer from management and will get back to be as soon as they have an answer. There have been 2 times where I have had to email twice to get an answer. I would love if there was a way to sue to take them to some sort of Japanese BBB. Worst service ever from these guys. Like I have even asked for reimbursement in BTC instead of USD and they wont do that.

Anyone have any idea how to handle this? I know people are having issues with wire transfer withdrawls but this is a separate issue that happened before the USD freeze. Anyone know of any other posts that people received there money back from the dwolla issue?

[zeroblock]

So your funds "disappeared" during the Dwolla DHS seizure?

[frojoe]

You got it. Dwolla shows cancelled and gox shows processed. They wont give me a straight answer.

[klintay]

Take them to small claims court. Them send them a letter to their physical address threatening to pursue the matter further in big boys legal court.

[crazy_rabbit]

any resolution?