I have used Changelly many times since 2017, and have never had any problems with them.  Not even any delays that I recall.

But oh boy, I have to relate my recent shitty experience with their customer service.  This is not a scam accusation yet, since they tell me the issue is going to be resolved, but I will fill out a formal scam accusation form if I don’t receive my coins within a week or so.

I sent Changelly 0.004688 btc to exchange for 3 NEO.  After waiting about 4 hours or so, the NEO still had not arrived in my wallet.  I figured I might not have sent enough bitcoin, as Changelly advises customers to send a little extra when buying NEO (I forget the reason, but the statement was there when I did the exchange).  I then sent 0.0001 btc to the same Changelly address just in case.  More hours went by, and still no NEO.

The e-mail correspondence between Changelly and myself is as follows:

5/22, me:
5/22, Changelly:

5/22, me:
5/22, Changelly:
5/25, me:
5/25, Changelly:
5/28, me:
5/28, Changelly:
5/28, me:
5/28, Changelly:
5/28, me:
5/28, Changelly:
5/28, me:
5/28, Changelly:
5/28, me: (I was writing this in a Word document in between these exchanges and sent them a draft)

5/28, Changelly:
5/28, me:
5/28, Changelly: _______________________________________________________________________________ __________________________________________

So the bottom line here is that immediately after I sent my bitcoin to exchange for NEO on 5/22, they took NEO down for maintenance and have not resolved this issue since.  

They offered a refund and then immediately reneged.  

They have no idea how long NEO is going to be in “maintenance mode” and their method of providing customer service is to basically stonewall their customers with generic responses.

No reputable exchange would have customer service like this.  I would think twice about using Changelly, because you just don’t know if they’re going to pull some shit like this on you.  I'm not looking for pity or "I told you so's" in this thread; I'm just fed up with exchanges that think they can do crap like this.  

Again, this isn’t a formal scam accusation since there’s still the hope that I’ll get my NEO, but I wanted to warn the community and advise people not to stand for garbage the likes of which Changelly is serving up.

Edit:  As a huge, belly-laughing LOL, this is their response after I sent them a link to this thread:


Fucking morons.

Ugh.  I think I just wanted the coins quickly--I was being irrationally impatient.  Normally I do use Binance and believe me, they're the only exchange I'm going to use from now on unless something better comes along.

And yeah, lots of alts are at very low prices and though I'm not passionate about them in general, I really like the interest-earning (or whatever you want to call it) properties of coins like NEO and PIVX.  Gotta buy low and sell high, right?

By the way, all I can think about Changelly is this.

Hello!

Changelly representative is here. First of all, please accept our sincere apologies for the distress and the delay. We are sorry to hear that you as a loyal customer for a long time has had such an unfortunate experience with us and will try to sort the problem out in the near time.

We'll take necessary measures to develop communication in terms of providing clear information to our clients. Also, we do assure you that your coins won't be lost and once ongoing complications with NEO are resolved by our technical department, you'll receive your coins. Unfortunately, the technical issues turned out to be more complicated than we expected hence, it takes a longer time to eliminate them. However, our tech team is doing all in their power to fix NEO in the shortest terms possible and speed up these processes. As for now, NEO is likely to be switched on tomorrow but still, the asset requires special attention from our tech team. So, we'll keep an eye on your case and contact you immediately once the coin is fixed.


Let us clarify the matter. Basically, the refund wasn't available due to the fact that your funds have been already converted to BTC. Therefore, there is no opportunity to refund your coins via our system. But we can see how painful and stressful this case is for you so our team can, on an exceptional basis, refund your BTC from an exchange market.

We've already contacted you via e-mail and are looking forward to your decision.

Should you have any questions about our services, please ask us! We'll do our best to help you!

Few time ago I had a similar problem, caused by wallet that is owned by changelly founder and is integrated with changelly
It was the same amount, 0.004 BTC, and it was clearly their fault. They refunded me and gave me good support. But I never used that wallet again ...

 I thought changelly was realiable. I really like those services such as changelly, easyrabbit, instaswap, etc, because they are fast and no kyc and no withdrawal fees.

Hello!

Your funds were refunded in full (the exact sum we had received from you, namely   0.004688 BTC), no network fee was withdrawn from this amount.

As regards your Binance deposit address, we had sent your funds to the wallet address you had provided to us, not to any other address. If there is still anything unclear, please specify your query and we'll look into the matter.

Once again, we are sorry for your experience with us yet we hope that we'll be able to restore your faith and trust in our services. Unfortunately, delays are inevitable in the world of crypto. We are working hard in order to minimize them but unfortunately, not everything can be fixed shortly.

P.S. Our tech team restored NEO so the coin is working stable now.

Thanks for your understanding and patience!

Hello (you fucking morons)!

If you check my sending history, you'll see I sent an extra 0.0001BTC to the receiving address for the transaction.  You did not refund this to me, thus you did not refund me in full.  It's not surprising you missed it when I mentioned it in my e-mails, because it didn't seem like you were listening to anything I was saying up until the time I started this thread.

Keep the 0.0001BTC.  I'm not fighting you for that.  But you just lost a customer over your stupid mistake of taking NEO offline for maintenance after I'd sent you money to buy it.  You should have offered a refund instead of me having to do all of this time-wasting shit.

You guys really don't understand what people are writing, do you?  Do you realize why I wrote that statement about the refund going to my Binance account?

I honestly haven't seen many complaints about them, but it's certainly possible that I missed them.  And after this relatively small debacle, I'm not using them again and I'd advise anyone against going anywhere near Changelly.  You're also probably correct about the KYC thing, too.