Freewallet.org - "missing" tokens for 1.5 months

[Freewallet]

I hope the participants in this discussion from 2018 don't me picking up the thread, as I have a similar problem after making the mistake of sending OCTb, an ERC-20 token, to Freewallet before it was supported, back in August 2019.

I'm still waiting on a solution, after many emails and tweets; so in case anyone else makes the same mistake I've laid out the discussion with Freewallet on my blog

Any suggestions how best to encourage Freewallet to escalate this to a solution in June 2020? 

Hi stuartgh,
We are sorry to hear that you had such experience with Freewallet.
At the moment, we still don’t support OCTb tokens.
The full list of currently supported tokens can be found here: http://bit.ly/2BzxJKQ.

We understand that it's very important for you, and we are doing everything to find the resolution as soon as possible.
Our specialists will contact you as soon as there are any updates for you.

[1713561674]

1713561674

[stuartgh]

Hi Freewallet,

The reason I posted this issue here (following on from the issue of the "missing" token for 1.5 months which started this thread) suggests one thing - you don't have a system for dealing with this 'user error'. No system beyond repeating the same words since August 2019, "we are doing everything to find the resolution as soon as possible. Our specialists will contact you as soon as there are any updates for you".

Having systems to deal with customer problems is far from easy, I understand, and therefore I am patient. In the interim, let me entertain you with a story with a happy ending where I resolved a customer issue using a system approach. Maybe it will inspire you?

In 2000, while working for an online ski holiday company I was presented with a problem. Two sisters I thought I had booked into a twin room over the phone, were now told that they would have to share a double bed, as no twin was left. The sisters were not happy at this prospect! So I asked the national tour operator I had booked the holiday with to stand by their confirmation of the twin bed booking. They refused, they said as I had made the booking on the phone rather by the preferred online booking system (which was 'down' at the time) that they would not honour it & therefore not allow an amendment to the booking.

Stumped by the problem, I asked the company directors for guidance and they were also baffled, suggesting that I might use human rights law with the holiday company to get them to budge.

After sleeping on the issue I came back to work the next morning – and drafted a fax to the company. I asked simply if they therefore regarded the telephone booking, and the online booking, as two separate distinct systems? A few hours later, they had a ’surprise’ change of mind, and the twin sisters got their hotel room booking with separate beds.

 

[JeromeTash]

Hi Freewallet,

The reason I posted this issue here (following on from the issue of the "missing" token for 1.5 months which started this thread) suggests one thing - you don't have a system for dealing with this 'user error'. No system beyond repeating the same words since August 2019, "we are doing everything to find the resolution as soon as possible. Our specialists will contact you as soon as there are any updates for you".

They are scammers. Just look at the feedback they have on their profile. It paints a clear picture of what kind of people are behind this wallet. Untrustworthy, unprofessional and scammers.
There are so many wallets that operate like Freewallet and even also for KYC but why is it that Freewallet has a mountain of scam related issues unlike the rest?
Your guess is as good as mine.

[stuartgh]

I appreciate your support @JeromeTash and while I understand the "scammer" criticism of @Freewallet that approach isn't going to help me win their support in sorting out my token issue.

Hence my stepped-approach, from (i) emailing support, and contacting their PR lead with a deadline (ii) posting the series of emails and the issue to my blog, to (iii) commenting on Twitter posts (note that tweets from a recent discussion with @Freewallet have been deleted (iv) to pointing to system issues in this community forum. 

Looking forward to getting the issue resolved.

Hi Freewallet,

The reason I posted this issue here (following on from the issue of the "missing" token for 1.5 months which started this thread) suggests one thing - you don't have a system for dealing with this 'user error'. No system beyond repeating the same words since August 2019, "we are doing everything to find the resolution as soon as possible. Our specialists will contact you as soon as there are any updates for you".

They are scammers. Just look at the feedback they have on their profile. It paints a clear picture of what kind of people are behind this wallet. Untrustworthy, unprofessional and scammers.
There are so many wallets that operate like Freewallet and even also for KYC but why is it that Freewallet has a mountain of scam related issues unlike the rest?
Your guess is as good as mine.

[stuartgh]

As there has no resolution of my issue I raised it as a dispute under the arbitration section 9 of Freewallet's terms:
https://freewallet.org/terms

Confirmation from 28th July, that it's with their 'specialists' for consideration.

Hello,

Thank you for the information.
We have forwarded it to our specialists.
They will contact you as soon as there are any updates for you.

Best regards,
Paul,
Support Manager, Freewallet

[JeromeTash]

Don't expect much from them. That's what they always do, so that when you give up. The money belongs to them.
Always use wallets where you have full control of your ERC20 tokens like Metamask, Myetherwallet, Trust wallet, iMtoken etc. They don't have such funny excuses like "hey our wallet this ERC20 tokens here bu doesn't support the ERC20 token you sent, so lets wait for 3 months to see what our specialists can do"

I mean the wallet supports the Ethereum blockchain, then how the hell doesn't it support an ERC20 token 
What so hard with retrieving the tokens from an Ether address they were sent to and giving them back to the owner? Does the whole process require rocket scientists and a couple of months to figure it out?

[Honnet43]

All traders make mistakes sooner or later. Hope, Freewallet will solve the case, cause with wallet never let me down.

[stuartgh]

All traders make mistakes sooner or later. Hope, Freewallet will solve the case, cause with wallet never let me down.

Thanks, you highlight a key point the Freewallet team seem unable to grasp. You have to build a crypto wallet that allows for user mistakes.

And simply telling users that is being dealt with, but then nothing happening (its been 12 months since I first reported my mistake) is not good practice.

So let's see if officially raising this as a dispute works..

If not then the lesson is clear, Freewallet has no real system to rectify user mistakes. And that is not good for their business, or for users of their service.

[Freewallet]

Hi Stuartgh,

When it comes to adding new previously unsupported tokens, our focus is on the most liquid assets. As we can see, most exchanges are not reflecting the current price for OCTb tokens, due to the liquidity issues these assets might experience now.
We are on this case and continue to monitor the status of this project.

[stuartgh]

Hi Stuartgh,

When it comes to adding new previously unsupported tokens, our focus is on the most liquid assets. As we can see, most exchanges are not reflecting the current price for OCTb tokens, due to the liquidity issues these assets might experience now.
We are on this case and continue to monitor the status of this project.

Hi Freewallet,

No need to mention asset liquidity as I have already raised the whole issue as a 'dispute' under the arbitration section 9 of your (Freewallet) Terms on 28th July.

Unless you are suggesting, by bringing up liquidity for the first time on 5th August, that the official 'dispute' mechanism is 'just for show' and ineffective?

In which case would I need to escalate the issue to the Malta Arbitration Centre for independent consideration, as outlined in your Terms? 

[stuartgh]

All traders make mistakes sooner or later. Hope, Freewallet will solve the case, cause with wallet never let me down.

No positive update from Freewallet after activating the disputes process as outlined under their Terms, sub-section 9.2 within the 'Arbitration' section on 28  July.

In the meantime, if anyone's curious as to the general state of Freewallet's customer service, check out the 1 star thread on Trustpilot UK! https://uk.trustpilot.com/review/freewallet.org?languages=en&stars=1 

[bL4nkcode]

In the meantime, if anyone's curious as to the general state of Freewallet's customer service, check out the 1 star thread on Trustpilot UK! https://uk.trustpilot.com/review/freewallet.org?languages=en&stars=1 

Zero-star rating would fit for them with their shady service.

When did their CS last reply to your email? Try to message them everyday, post on their social media pages

[stuartgh]

Zero-star rating would fit for them with their shady service.

When did their CS last reply to your email? Try to message them everyday, post on their social media pages

Thanks for your reply @bL4nkcode. Freewallet CS last replied to me on 28 July. I've been emailing & tweeting them since August 2019. I even blogged about it!

Funny thing is Freewallet think I want to have the 150K OCTb tokens on their exchange. I don't. I just want them back.
I'd be happy to give them my MetaMask account details, but they've never asked!  


Random ICO-related pic, with me hanging out with the BABB team.
BABB went on to raise $20m.




Click the pic (links to YT video) for lost crypto scene from Silicon Valley S5, E7
"300 million in crypto is buried out here somewhere.."

[Freewallet]

Hello Stuart,

We have your request on our list. The token routine in our app implies that we need to enable full support of your asset in our financial system. That's why the liquidity of these tokens is so important to us.
Once again, we'd like to remind everyone to carefully check the presence of tokens of your choice in our selection: http://bit.ly/2BzxJKQ

[Bttzed03]

@stuartgh, what freewallet is really saying is that you won't have your token unlesss OCTb tokens becomes a thing. Ask OCTb token team to work their asses off and list in on decent exchanges.

[stuartgh]

OK thanks @Bttzed03 - I can't go backwards (receive the OCTb tokens in my MetaMask account) I can only go fowards (get OCTb tokens listed on decent exchanges). I'll work on that!

Looks like Copper might be worth me checking out; I know it's where the Radix DLT team (pic below) is having their public sale shortly! 

[stuartgh]

Staying on the topic of missing tokens, after news that "some guy just sent $1 million to the Swerve token contract and LOST IT ALL" Paulo Ardonio (CTO @bitfinex + CTO @tether_to) tweeted:

Please open a ticket to @Tether_to support service https://app.tether.to
If it's USDt ERC20 stuck in an address we should be able to recover it, but in order to be sure, please contact our customer support and we'll try our best.

More on how Tether uses its USDT 'recovery mechanism' to restore lost user funds on The Block Crypto

Update, 15 Sept: turns out it was a group of Chinese traders that made the mistake with Tether successfully fixing the issue. 


 

[Inkdull]

I lost assets to freewallet.org twice, one was in 2016 and the other was in 2017, both wallets consists of BTC and DOGE, till date I have no access to the wallets again, the email remains the same but I always get password incorrect, I tried contacting the team they promised to check it out but none fixed, I had to let go

[Freewallet]

I lost assets to freewallet.org twice, one was in 2016 and the other was in 2017, both wallets consists of BTC and DOGE, till date I have no access to the wallets again, the email remains the same but I always get password incorrect, I tried contacting the team they promised to check it out but none fixed, I had to let go

Dear Inkdull, have you tried reaching out to our customer service? We'll be glad to help you.

[Freewallet]

I lost assets to freewallet.org twice, one was in 2016 and the other was in 2017, both wallets consists of BTC and DOGE, till date I have no access to the wallets again, the email remains the same but I always get password incorrect, I tried contacting the team they promised to check it out but none fixed, I had to let go

Hi, I wanted to follow up with you. Have you had a chance to contact our customer service?