A misunderstanding with Coinmama

[frodoe7]

In 12 October I tried to buy some bitcoins from Coinmama

the money charged from my card and their system fired me error message : "Payment failed"

their support told me that the money will return back to me in 2 days or more

I was worry about my money and I shared a post here

in 14 Oct : https://bitcointalk.org/index.php?topic=5050339

after talking with their support and getting a late reply to wait more - I had to be more worry and I posted the second one in 17 Oct : https://bitcointalk.org/index.php?topic=5051904

In Egypt here , these operations takes more much time , this is why the money returned back to me in about 20 days

my first post was under title "Is it safe enough to buy bitcoins online?"
It should be safe to buy through Coinmama , but it was my fault to use non-suitable card

my second post title was including "it seems" words , because Coinmama is a registered company and I was having a mix of feelings (worrying about my money plus feeling safe with the service I'm buying from)

Finally my money returned back to me , and the problem was not because of them
this post is just for clearing what happened

[LeGaulois]

Hey just to tell you
There is a delay of ~15 days for a refund. It's not Coinmama, it's from Visa/Mastercard and it works the same in real life.

For example I buy shoes and pay with my card, the next day I go back to the shop for a refund. He does it to my card (since I paid with). I will receive the refund 15 days later.

[eternalgloom]

Well, it's good that you at least made this topic in all honesty to clear everything up.

@LeGaulois is completely right, the 15 day waiting period for a refund is just standard policy for credit card chargebacks

They didn't reply too fast though, so I can understand that you were worried.

[coolcoinz]

That's how support should work. They found your post and responded on the forum. They didn't have to know about it, because it was in the beginners & help section, instead of service discussion or scam accusations, and made sure it was handled in the right way. I wish all exchanges worked like that.

[Slow death]

That's how support should work. They found your post and responded on the forum. They didn't have to know about it, because it was in the beginners & help section, instead of service discussion or scam accusations, and made sure it was handled in the right way. I wish all exchanges worked like that.

does that mean that all exchanges would have to have officials to go do research on Google to see if there are scam accusations against them? this would be very strange because if some exchange does this, then they know they are ignoring the support tickets and to stifle the case they look at google if someone is telling the world what they are doing and with that they run to clean the image of them. this is bad

but it was my fault to use non-suitable card

I did not understand

[milewilda]

That's how support should work. They found your post and responded on the forum. They didn't have to know about it, because it was in the beginners & help section, instead of service discussion or scam accusations, and made sure it was handled in the right way. I wish all exchanges worked like that.

does that mean that all exchanges would have to have officials to go do research on Google to see if there are scam accusations against them? this would be very strange because if some exchange does this, then they know they are ignoring the support tickets and to stifle the case they look at google if someone is telling the world what they are doing and with that they run to clean the image of them. this is bad

Some sort of, where either they are trying to make theirselves clean they might consider on checking out if there are currently scam accusations towards their service and also i do got your point that this isnt really a good behavior but as a business you would really consider on looking up on some possible particular issues but not going to an extent  on where they are making desperate moves.
@OP i do understand the feeling on getting worried since this do involves money but same as other members said above this is just a typical or common situation to be faced when you do make chargeback using up VISA/Mastercard. I guess this is his first time?

[coolcoinz]

That's how support should work. They found your post and responded on the forum. They didn't have to know about it, because it was in the beginners & help section, instead of service discussion or scam accusations, and made sure it was handled in the right way. I wish all exchanges worked like that.

does that mean that all exchanges would have to have officials to go do research on Google to see if there are scam accusations against them? this would be very strange because if some exchange does this, then they know they are ignoring the support tickets and to stifle the case they look at google if someone is telling the world what they are doing and with that they run to clean the image of them. this is bad

No, there's no such need or obligation, but I'm appreciating that they are doing it and finding time to respond. The ticket should be taken care of first, but in this case it was. The client felt like it wasn't so he came here to complain and they followed him to answer, which helped solve the case and put him at ease. I fail to see bad practices here.

[BitHodler]

No, there's no such need or obligation, but I'm appreciating that they are doing it and finding time to respond. The ticket should be taken care of first, but in this case it was. The client felt like it wasn't so he came here to complain and they followed him to answer, which helped solve the case and put him at ease. I fail to see bad practices here.

The thing isn't really about it being a scam or not, but more so that if they have the time to browse through the forum, which they obviously do, why can't they allocate more time to a better customer support experience?

I get it that they are trying to settle public complaints as soon as possible because of its potential impact, but if they offered better, more efficient customer support, people wouldn't need to complain publicly.

I see it happen with non crypto businesses as well. I had to go public with a complaint about my TV plan before they helped me solve my problem, and that while I was trying to get it solved for nearly 3 whole weeks.

3 weeks of contact did nothing. 1 post in their forum was enough to get a DM from a moderator that fixed the problem right away. Funny aspect of it was how they kindly asked me to delete my post. How sweet.

[coinmama]

No, there's no such need or obligation, but I'm appreciating that they are doing it and finding time to respond. The ticket should be taken care of first, but in this case it was. The client felt like it wasn't so he came here to complain and they followed him to answer, which helped solve the case and put him at ease. I fail to see bad practices here.

The thing isn't really about it being a scam or not, but more so that if they have the time to browse through the forum, which they obviously do, why can't they allocate more time to a better customer support experience?

I get it that they are trying to settle public complaints as soon as possible because of its potential impact, but if they offered better, more efficient customer support, people wouldn't need to complain publicly.

I see it happen with non crypto businesses as well. I had to go public with a complaint about my TV plan before they helped me solve my problem, and that while I was trying to get it solved for nearly 3 whole weeks.

3 weeks of contact did nothing. 1 post in their forum was enough to get a DM from a moderator that fixed the problem right away. Funny aspect of it was how they kindly asked me to delete my post. How sweet.

There are tools to alert about online mentions, so no need to invest too much time in finding these. With that being said, answering support tickets is definitely in a much higher priority for Coinmama.

We really believe customer support is one of the most important things in a customer facing business and we try to give each customer a "wow" impression as we call it We addressed OP's complaint about bad communication here https://bitcointalk.org/index.php?topic=5051904.msg47013591#msg47013591 so feel free to take a look.

Thanks OP for clarifying this publicly! And thanks all for this discussion. It's indeed an important one.