Your support response times are inacceptable, Poloniex

[oda.krell]

I've been a customer of Poloniex for many years now. I've always had a good experience with them: trading went smooth, and withdrawals were never a problem. However, this changed recently.

I submitted a support ticket, requesting an increase of my withdrawal limits, on December 6th. I noted that, given my current limits, it would take months for me to withdraw even a fraction of my funds. I asked which documentation they require to enhance my verification level -- and haven't received a response for 40 days now.

I can understand that under the current load of new customers, support times across all exchanges tend to be longer than usual. But 40 days of waiting time is no longer acceptable. I'm not overly fond of public ultimatums, but since Poloniex choses not to interact on any communication channel, I don't have much of a choice:

If I haven't received an answer to my support ticket #554603 within 10 business days, I will take legal action to take possession of my funds currently held on Poloniex. I still hope this outcome can be avoided, but I will not allow Poloniex to effectively hold my funds hostage without an explanation or any sort of response.

[1715246691]

1715246691

[1715246691]

1715246691

[bonipper]

Last summer it was taking two months, and the exchange is probably more overloaded now than back then.

Congrats! I understand your pain as it takes me 2 months for the verification as well. Hope poloniex can improve on the customer support area since the troll box moderators are assigned to support tickets.

I still waiting over 2months for level 3. And my balance is 0.4btc left there. I now prefer to transact in other exchangers. makes me feel better.

Although today's support response times are completely unacceptable I suspect they will soon get much worse because all legacy accounts will soon need to upgrade to more stringent KYC verified accounts.

https://poloniex.com/press-releases/2017.12.27-Notice-to-legacy-account-holders/

[Febo]

I've been a customer of Poloniex for many years now. I've always had a good experience with them: trading went smooth, and withdrawals were never a problem. However, this changed recently.

I submitted a support ticket, requesting an increase of my withdrawal limits, on December 6th. I noted that, given my current limits, it would take months for me to withdraw even a fraction of my funds. I asked which documentation they require to enhance my verification level -- and haven't received a response for 40 days now.

I can understand that under the current load of new customers, support times across all exchanges tend to be longer than usual. But 40 days of waiting time is no longer acceptable. I'm not overly fond of public ultimatums, but since Poloniex choses not to interact on any communication channel, I don't have much of a choice:

If I haven't received an answer to my support ticket #554603 within 10 business days, I will take legal action to take possession of my funds currently held on Poloniex. I still hope this outcome can be avoided, but I will not allow Poloniex to effectively hold my funds hostage without an explanation or any sort of response.

I now wait 11 days to get enhanced verification. I did exactly same on Bittrex, same application and same documents and pictures and was verified in 5 days.