Why we no longer accept Dwolla and an open letter to Ben Milne
also posted on http://tradehillblog.com/
TradeHill no longer accepts Dwolla payments because there are chargebacks occuring.
We have witnessed 9 cases where a Dwolla payment we received (and credited) was reversed days or even weeks later. In another 8 cases, Dwolla payments simply disappeared from the transaction history a few weeks after they were completed. In all cases these were payments which were listed as CREDITED on our statements and were confirmed via email and the downloadable statement.
In none of these cases did Dwolla notify us of any issues. Instead, the transaction record was silently edited and our account balance simply dropped by a few thousand dollars each time.
The individuals who sent the payment, once credited on TradeHill, immediately bought BTC and disappeared. Our evidence suggests these individuals were well aware of Dwolla’s weaknesses and were explicitly exploiting them.
Our claims are supported by past CSVs, statements, emails, and recorded telephone conversations which we have systematically collected over the last two weeks.
Unfortunately we are currently on the hook to cover these losses and continue to receive no cooperation or explanation from Dwolla.
Therefore we announce An Open Invitation for Dwolla CEO Ben Milne to Call TradeHill:
Please call us.
Over the last 2 weeks we’ve been trying to reach someone C-Level at Dwolla so that we could bring to your attention the problems we have found with your service.
Unfortunately with every contact we’ve been stone-walled and given promises that your company would get back to us with clarification. Never has a telephone call been returned.
We have emailed your customer service rep Ben Murga regarding this issue on the following dates: July 14th, July 15, July 19th, July 21st, July 22nd, July 25th.
We have called your office 15 times over the same time period. Nearly each time we were told that you’d get back to us after we’d described the problem we were experiencing.
To help you take our concerns more seriously, we even provided your representatives with data packages irrefutably demonstrating the bug we see in your system.
However, we have been consistently brushed off and given wrong information. Our interpretation, either:
- Dwolla is well aware of the problem but working to cover it up.
- Your customer service representatives are not escalating the issue.
So, our request is simple. Please contact us and setup a time to speak so that we can make our case for why your system is broken.
Hopefully we can find a way to move forwards to protect your other customers from experiencing the same fraud that we have.
shows their "no chargeback" policy and is getting some interesting comments, feel free to join in.