MISTERTANGO debit card issue

[bitbunnny]

I checked my Mistertango balance and see it's negative. How could this be, this is a debit card and you can only spend the funds you deposit.
This amount of negative balance isn't shown on a transaction list and the sum of other transaction also don't fit this sum.
I use only Bitcoin deposits to top up the card. Today I toped the card with single Bitcoin transaction but they cut it into two and it's showing like I toped the card twice, which is not true. Also, the amount is not ful but lower for the previous negative balance, which I don't know where is coming from.
I contacted customer service but only got email they have big back log of requests and that I don't expect the answer so soon.
What is happening, is Mistertango steeling my money??

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[warningsigns]

Probably a glitch in their system but to be sure you should wait for their response. Try to explain the situation to them as detailed as possible. I too top up my MT account by bitcoin only but never had issues such as what you are going through now.

Is it a large negative amount? Prepaid accounts rarely go in the negative and the only situation when that happens is during a forced reversal of funds (chargebacks for example) or fees charged internally by Mistertango but your balance can't sustain those fees. MT will force-debit the full amount and leave the account in the negative in the assumption that you will one day reload the account with bitcoins. If past payments you made do not match the amounts debited from the account leading to the negative balance, then it's probably a glitch which might or might not autocorrect after they balance their books or correct the glitch.

If it doesn't correct automatically, contact them and make sure it's resolved before topping up the account with more coins.

[bitbunnny]

It's a rather big negative balance, -55 €.
That would be too much fees.
Also, why they are dividing deposits, if it was a single one? And then charge double fee? This is very strange to me and I have the feeling that I will wait for answer for couple of weeks.

[alani123]

Perhaps it's an issue by the bitcoin feature that's working in cooperation with their exchange. Do try to contact them through email, they usually respond within one working day and any issues I had so far they were able to resolve. Mistertango is a great service.

[warningsigns]

It's a rather big negative balance, -55 €.
That would be too much fees.
Also, why they are dividing deposits, if it was a single one? And then charge double fee? This is very strange to me and I have the feeling that I will wait for answer for couple of weeks.

The dividing of deposits into random increments happens because the bitcoins are traded on their linked exchange in real time when you deposit the coins. It's not Mistertango which buys your coins and converts them to EUR fiat. The event depends on those buyers offering to buy a certain volume of coins:

http://btc-exchange.com/

Some buyers will offer to buy, for example, just a certain amount of bitcoins which might fall below the amount you deposited. Mistertango trades the coins at the exchange's best rate. If that rate is filled, the next best rate is used until your deposited coins are completely traded. This explains why the EUR amounts are deposited in separate deposit transactions.

The fees are really bad news but I try to ignore it and focus on the convenience of real time conversion of my bitcoin to fiat which I can then SEPA-transfer to my other IBAN accounts in Europe.

[bitbunnny]

It's a rather big negative balance, -55 €.
That would be too much fees.
Also, why they are dividing deposits, if it was a single one? And then charge double fee? This is very strange to me and I have the feeling that I will wait for answer for couple of weeks.

The dividing of deposits into random increments happens because the bitcoins are traded on their linked exchange in real time when you deposit the coins. It's not Mistertango which buys your coins and converts them to EUR fiat. The event depends on those buyers offering to buy a certain volume of coins:

http://btc-exchange.com/

Some buyers will offer to buy, for example, just a certain amount of bitcoins which might fall below the amount you deposited. Mistertango trades the coins at the exchange's best rate. If that rate is filled, the next best rate is used until your deposited coins are completely traded. This explains why the EUR amounts are deposited in separate deposit transactions.

The fees are really bad news but I try to ignore it and focus on the convenience of real time conversion of my bitcoin to fiat which I can then SEPA-transfer to my other IBAN accounts in Europe.

Thank you for this explanation, now makes more sense. Still, it hurts me because of the fees. But I don't have much choice since there are not much Bitcoin debit cards left after the Visa and Wave Crest issue. But I realy mis my Xapo debit card and the way it was functioning, hope they will find some solution soon and start to provide cards again.

[bitbunnny]

Perhaps it's an issue by the bitcoin feature that's working in cooperation with their exchange. Do try to contact them through email, they usually respond within one working day and any issues I had so far they were able to resolve. Mistertango is a great service.

I have sent the email but this is the answer I received:

Thank yours for contacting us. We would like to inform you that your request has been received. Mistertango Support Team will check the information and provide the answer as soon as we could.
There is a big load due to a disproportionate increase of your attention and interests to our services, therefore, we are kindly asking not to send emails repeatedly.

So, I don't expect the answer so soon...

[bitbunnny]

Just an update. Customer support responded and asked for screen shots. I explained the situation and what happened but afterwards they didn't respond so I still wait for their final answer.
Also I calculated all deposits and all expenses I've ever made on the card (and that is the period of about two months) and there is real discrepancy, the sum I got is short for the amount I mentioned above, so I'm missing my 55€.

[bitbunnny]

I have to say that I'm extremly disappointed with Mistertango support and customer service.
After a month of sending emails, screenshots and explaning that the money on my card is missing today I got an email saying: Your issue is solved, have a nice day. Without any explanations at all!  And my money is still missing from the card.
After all this I can only say to avoid Mistertango because of poore service.