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Author Topic: **CEX.IO Bitcoin Exchange ** Buy Bitcoins with Cards in iOS / Android App***  (Read 421533 times)
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D4RK5T4R
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August 21, 2015, 02:14:44 PM
 #2021

So if i am in a restaurant and i order i pasta bolognese,.. i get pasta cheese and i am complaining you say, if you don`t like it go eat somewhere else!
WTF CEX.IO

Well, actually we explained the nature of the error and the user will be refunded within the timeframe mentioned in our terms of service.


You also stated that you cannot identify all affected users, so many will not get refunds and you will profit.
$0.005 multiplied by half of your userbase, lets say 200000, will amount to $1000, a small but not an insignificant amount that would not be yours to keep legally.
You claim "due diligence", now prove it by doing what you should do, identify every single user. Otherwise you are acting like those car manufacturers that don't recall dangerous vehicles and would rather pay off a few people to keep it all quiet, because its cheaper.

Marcelo Santos speaks.  https://youtu.be/zjtLszt7MTo
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August 21, 2015, 02:15:28 PM
 #2022

@Cex, Still no comment regarding the theft of bitcoin via maintenance fees i see...

@flip21
We agreed that it was our mistake.

According to our refund policy (https://cex.io/refund-policy)
Section 6 - PROCESSING TIMELINE

Refund/Return will be processed within twenty (20) Business Days from the date of notifying the User on the CEX.IO decision.

Since the request and final decision was sent on 17th of August - please give us time to process this request.

Thanks.

20 days!?Huh? i was told 6... what the....

Yes, please don't worry, we will make a refund in the shortest possible time, but according to our terms we have 20 days in case anything goes wrong.  

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August 21, 2015, 02:17:00 PM
 #2023

@Cex, Still no comment regarding the theft of bitcoin via maintenance fees i see...

@flip21
We agreed that it was our mistake.

According to our refund policy (https://cex.io/refund-policy)
Section 6 - PROCESSING TIMELINE

Refund/Return will be processed within twenty (20) Business Days from the date of notifying the User on the CEX.IO decision.

Since the request and final decision was sent on 17th of August - please give us time to process this request.

Thanks.

20 days!?Huh? i was told 6... what the....

Yes, please don't worry, we will make a refund in the shortest possible time, but according to our terms we have 20 days in case anything goes wrong.  

Then you need to train your staff to stop saying things like this:



Marcelo Santos speaks.  https://youtu.be/zjtLszt7MTo
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August 21, 2015, 02:27:04 PM
 #2024


The amount does not matter, it is still considered false accounting/fraud.

You said you can only refund it if they complain, please send a newsletter to ALL of your customers asking them to check their account and ask for a refund if there are discrepencies.


+1

I don't have a dog in this fight, but it sure as hell stinks like scrypt.cc's 'autobuy' shenanigans recently and they are a proven and confirmed ponzi. For your firm to not immediately send out notices to customers advising them to check the status of their account due to this error is unprofessional, to say the least.

It would almost seem like you were counting on the fact that a whole bunch of customers wouldn't notice.



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August 21, 2015, 03:38:52 PM
 #2025

Quote

The amount does not matter, it is still considered false accounting/fraud.

You said you can only refund it if they complain, please send a newsletter to ALL of your customers asking them to check their account and ask for a refund if there are discrepencies.


No scam involved at all. I will try to make a several-page-long technical report short and explain what and why is happening right here:

1) Let's say 'username1' has been doing some cloud-mining on CEX for a while. He owned a certain amount of GHS and it was all fine, until the cloud mining was suspended.
2) His GHS produced a certain amount of shares all the time. Miners, however, accept those shares in batches. 64, 128, 256, 512, 1024, etc. depending on the size of the miner. Smaller miners accept smaller batches, of course.
3) When cloud mining was on - it was not an issue. Providers had all kinds of equipment of different sizes constantly on and all the shares got accounted for.
4) Now that cloud mining is off, this is not the situation. Only so many machines are on that are needed to support the users who have turned on their GHS. Mostly those are big machines, because they are more efficient. Those machines can accept, for example, batches of no less than 1024 shares.
5) 'username1' has submitted 756 shares before mining was switched off - technically he has still not paid for them and owes the mainenance to cex, but the miner has not accepted those shares because the amount is smaller than the minimum batch size.
6) 'username2' decides to turn on his cloud mining. He has a small amount of GHS, and it so happens that the equipment provider needs to turn on a small miner to cover for his GHS. This small miner accepts 128 shares as smallest batch. Recalculation happens at the moment the miner is turned on, and out of 756 shares that 'username1' owes CEX 128*5=640 shares are accepted. 756-640=116 shares remain unpaid for because this amount is smaller than 128 batch.
7) This situation can repeat over and over again, as smaller miners that accept 64 or fewer shares are connected and disconnected.
Cool This works both ways - if CEX owes user rewards for unaccepted shares - those are paid out in the same way.
9) From user side this is viewed as a glitch - he has 0 GHS and/or his mining is off - he does not have to pay maintenance. From CEX side this is no glitch - this is math.
10) This situation is always unexpected, as miners turn on and off when users press the button - we do not control the process.

Taking into account all of the above - CEX.IO views this situation as such that does not require a refund to the users affected. However, as courtesy to our users and to avoid negative publicity and unsubstantiated accusations we take those expenses and refund the affected users on request.

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August 21, 2015, 10:32:24 PM
 #2026

that would make more sense if i  turned my ghs on less than 6 months ago. hence why i wasnt worried when it happened 6 months ago. but now to get hit twice in 3 days, after close to 6 months... seems odd.
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August 21, 2015, 10:33:16 PM
 #2027

5) 'username1' has submitted 756 shares before mining was switched off - technically he has still not paid for them and owes the mainenance to cex, but the miner has not accepted those shares because the amount is smaller than the minimum batch size.
6) 'username2' decides to turn on his cloud mining. He has a small amount of GHS, and it so happens that the equipment provider needs to turn on a small miner to cover for his GHS. This small miner accepts 128 shares as smallest batch. Recalculation happens at the moment the miner is turned on, and out of 756 shares that 'username1' owes CEX 128*5=640 shares are accepted. 756-640=116 shares remain unpaid for because this amount is smaller than 128 batch.
[...]
Taking into account all of the above - CEX.IO views this situation as such that does not require a refund to the users affected. However, as courtesy to our users and to avoid negative publicity and unsubstantiated accusations we take those expenses and refund the affected users on request.

Let's see. "username1" gets to pay fees because "username2" turned mining on? Did I read that correctly?

And you don't see that as a problem? 1. Customer is always right. 2. If you don't think so keep it to yourself.

So maybe you should stop bitching at your customers, stop sockpuppeting this thread, fix the damn issue, stop calling it a courtesy, apologize, and move on. There, free PR advice. Fees may apply at my discretion 6 months down the road if someone else quotes this post.


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August 22, 2015, 12:16:40 PM
 #2028

Are there any problems at Cex ? (I mean exchange problems, not mining problems)

The btc price is unusual high.  242$, while it is 228$ elsewhere.
And someone is buying bitcoins up to 227€ while it is 203€ elsewhere ?!

I only know this behaviour from mtgox ... but the last time I tried (thursday) I was able to withdraw money, so I have no clue, why someone is buying bitcoins at such high prices ?!

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August 25, 2015, 12:56:54 PM
 #2029

Are there any problems at Cex ? (I mean exchange problems, not mining problems)

The btc price is unusual high.  242$, while it is 228$ elsewhere.
And someone is buying bitcoins up to 227€ while it is 203€ elsewhere ?!

I only know this behaviour from mtgox ... but the last time I tried (thursday) I was able to withdraw money, so I have no clue, why someone is buying bitcoins at such high prices ?!

Hello!
Everything is working as usual.

We have no control over the price. It is based on supply and demand on our platform.

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August 25, 2015, 02:30:08 PM
 #2030

Are there any problems at Cex ? (I mean exchange problems, not mining problems)

The btc price is unusual high.  242$, while it is 228$ elsewhere.
And someone is buying bitcoins up to 227€ while it is 203€ elsewhere ?!

I only know this behaviour from mtgox ... but the last time I tried (thursday) I was able to withdraw money, so I have no clue, why someone is buying bitcoins at such high prices ?!

Hello!
Everything is working as usual.

We have no control over the price. It is based on supply and demand on our platform.

yes thank you Smiley
The price is back to normal at the moment =( Cheesy  was nice profit Smiley

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August 25, 2015, 02:54:16 PM
 #2031

I'm just curious, can you actually buy Bitcoin with an unverified account/card or is verification mandatory for all account levels? I normally buy BTC on Circle but your site is interesting because it's also an exchange which means I can start trading immediately. I have a prepaid card with some money on it and I was wondering if it would be possible for me to buy BTC with it without going through the whole bank, address, ID photo check? I don't mind verification (probably would do it at some point anyway), I just can't do it right now.
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August 25, 2015, 03:20:20 PM
 #2032

well i was refunded. lets see how long before it happens again
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August 26, 2015, 10:01:35 AM
 #2033

I signed up and tried to put up my own legit credit card. I also submitted documents but it's way to hassle, they rejected the ones I submitted.

I don't with others but I am honestly using my own identity and my own credit card, but the verification is just so strict.

I dont know if someone from CEX can assist me.
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August 26, 2015, 12:34:41 PM
 #2034

I signed up and tried to put up my own legit credit card. I also submitted documents but it's way to hassle, they rejected the ones I submitted.

I don't with others but I am honestly using my own identity and my own credit card, but the verification is just so strict.

I dont know if someone from CEX can assist me.

Hello!
I will gladly assist you!

Unfortunately, I haven't found a user named "eadwired" in our db.
Could you please be so kind and PM me your username or email in CEX.IO, and I will check the reason for rejection and give you some tips how to pass verification.

Just so that you understand, we have a compliance officer who checks all users, and we are unable to influence him. He will strictly follow all KYC procedures set by the authorities.

But don't worry, I'll help you to get it right Smiley

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August 26, 2015, 10:44:16 PM
 #2035

Imagine the uproar if a bank took a cent off every customer "accidentally", and then only refunded the ones that complained.
This will be cex.io if they continue down that path. Good luck, You will need it. Fraud is very real and can easily breakdown borders. Dont think you are safe just because there is never anyone in the UK office.

Yes, we completely understand that this situation is unpleasant. But right now we are talking about $0.005, and not off every customer, and it will be refunded, and we explained why it is happening, and we told that it is in the roadmap of the company.
Please be reasonable.

If you find this error unacceptable - please notify the support team that you want your account closed, they will assist you in transferring all your remaining funds elsewhere.

The amount does not matter, it is still considered false accounting/fraud.

You said you can only refund it if they complain, please send a newsletter to ALL of your customers asking them to check their account and ask for a refund if there are discrepencies.

If i was to notify your support team that I want my account closed how can you guarantee that all my ID documents will be destroyed?

I don't have any funds at your scam exchange so that isn't an issue


Care to assist in answering my question, rather than deleting posts? Tyler said he couldn't answer until legal were open, and that I would receive a reply on here.... that was Saturday/Sunday & still waiting....
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August 27, 2015, 05:26:21 AM
 #2036

Well the ghs turned on again... so far no fee, but i did get an 1800 satoshi reward on block #371682 ... still pissed at cex, just not as much. What is going on?
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August 27, 2015, 07:59:39 AM
 #2037


Care to assist in answering my question, rather than deleting posts? Tyler said he couldn't answer until legal were open, and that I would receive a reply on here.... that was Saturday/Sunday & still waiting....

Dear Flip21,
 
The answer to your question is in the privacy policy of the platform (https://cex.io/privacy):

Correction⁄Updating⁄Deletion of Personal Information

You have the right to access your Personal Information and to require the correction, updating and blocking of inaccurate and/or incorrect data by sending an email to us at: webmaster@cex.io.
You may also request the deletion or destruction of both the Account and Personal Information by sending an email to us at: webmaster@cex.io. CEX.IO will action your request only where this is not inconsistent with its legal and regulatory obligations.

Upon your written request, we will inform you of the Personal Information relating to you that we hold and the use and general disclosure of your Personal Information. We will also give you a copy of the Personal Information we have retained. There may be a minimal charge for accessing your Personal Information.

Retention of Personal Information
We will hold your Personal Information only for as long as it is necessary for us to do so, having regard to the purposes described in this Privacy Policy and our own legal and regulatory requirements. In accordance with our record keeping obligations we will retain Accounts and Personal Information for, at least a period of five years after they are closed by Members.



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August 28, 2015, 06:26:31 AM
 #2038

what!? "There may be a minimal charge for accessing your Personal Information." Thats BS. So you would charge someone to leave cex... thats hilarious. well played you evil geniuses... well played indeed 
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September 02, 2015, 10:43:48 AM
 #2039



So, users have an issue and what happens?

Support gordon decides its a good time to spam the chat rules, rather than address any issues.




Bravo, top class service.

*slow clap*

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September 02, 2015, 11:00:49 AM
 #2040

@D4RK5T4R... I agree here with you . But I got a reply within 3 minutes but via ticket not chat.  In fact it is not chat but a troll box more....  I am not aware of how they work but I believe they have a ticketing system where they reply faster.

If you would post this issue on CNBC news do you think you would get a faster reply..Huh?


@all I experienced the same issue but as informed by support this issue has been fixed already.  Please let your most hated company CEX.IO know if it is not fixed via they ticket system and I hope they will help.

It would be better if I had phone number of CEX.........
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