Irresponsible trust wallet support

[Mahdirakib]

What happened: I have faced some issues at Trustwallet in December and January month. I had reached their email support and they told me to post about it on Reddit. I have made a post on Reddit one month ago, but they haven't clarified the reason behind the issue. Moreover, trustapp subreddit moderator hasn't approved my post yet.

It isn't possible for anyone to view the post as they haven't approved my post there. I'm quoting the whole post from reedit: Bug in Trustwallet while setting Bitcoin tx fee manually

This is a serious issue. I don't know why it is happening. Trustwallet automatic system was charging 3 sats/byte for making a transaction. I have manually set 10 sats/byte fee. The network fee got updated in the wallet transaction page and it was showing 0.0000179 BTC fee. Finally I confirmed and completed the transaction, but it was transmitted on Bitcon network with a fee of 94+ sats/byte (0.00032041 BTC).

This is the 3rd time I'm facing this problem on Trustwallet. I have made a report about this issue on 3rd January. They have given a reply on 7th January without any solution by saying that the team is busy with other things and they will look into my issue later. But they haven't given any more reply. I have made a video today while I was making the transaction.

Note: I'm using the latest version of Trustwallet on Android 11 device.

YouTube video link: https://youtu.be/7Qvx8wEfd7g

Wallet address: bc1q3lc72cguc5txdgz0htcn9hw2zpvvhryspysqsy

This video tx link: https://www.blockchain.com/btc/tx/d8744a4efe54276db1d1945f13876d1311a75d1ab0e49af8dfd0572eddf5c462

First tx link with the same issue: https://www.blockchain.com/btc/tx/7c6c6778530f4200343f957698666b02e4c9bec7d4321093a8bc4053ff612c97

The second tx link with the issue: https://www.blockchain.com/btc/tx/789e2d2e3b677ceb179c24de5e185856efab11fcb44d16fcb6114cc256d6f4db

Note: This problem only occurs when I set the fee manually. You might see that some transaction was sent with lower fee from that bitcoin address (in between those transactions). I haven't changed the fee for those tx and used the Trustwallet automatic fee amount. Hope you understood.

I haven't changed any single word of my post. Here are the screenshots of my post: screenshot 1, screenshot 2.
Screenshots of the email support reply: screenshot 1, screenshot 2.

[1715440457]

1715440457

[o_e_l_e_o]

I mean, there is no doubt from the video you shared. You set the fee at 10 sats/vbyte, the preview screen shows you a total fee of 1790 sats, and then transaction is broadcast with a fee of 32,041 sats at 180 sats/vbyte.

The problem is nobody here can help you. This is entirely the fault of Trust Wallet. Despite their website blatantly lying and saying they are open source, Trust Wallet has been closed source for years and so no one except them can figure out exactly what is causing this bug. Further, Trust Wallet is owned by Binance, which helps to explain why their support is so terrible.

The only solution for you here is to move all your coins off of Trust Wallet and to a reputable open source wallet instead.

[Mahdirakib]

The problem is nobody here can help you. This is entirely the fault of Trust Wallet. Despite their website blatantly lying and saying they are open source, Trust Wallet has been closed source for years and so no one except them can figure out exactly what is causing this bug. Further, Trust Wallet is owned by Binance, which helps to explain why their support is so terrible.

Trust wallet isn't an open source wallet! I used to know that they are open source. Trust wallet itself says that they are open source and secure wallet. 50 days has been passed since I reached trustwallet email support, and 36 days has been passed since I made the post on reddit. Trust wallet reddit moderator and staff has given response on the first day and asked for the video & transaction link. They haven't said anything about the issue after that. Finally I'm here to share the experience with forum members. Sadly, there will be no solution unless ‘the poor support team of trust wallet’ takes some action.

The only solution for you here is to move all your coins off of Trust Wallet and to a reputable open source wallet instead.

Well, I will do it for sure. I'm planning to use Electrum wallet on my phone and desktop for Bitcoin. BTW, is there any open source multi-coin wallet?

I had also made a video after facing the issue for the second time. Although, I haven't made the video from the start. But I had recorded it when I noticed that they have broadcast my transaction with a higher fee. I sent that video to their email support on 3rd January when I made the report about the issue for the first time.
Here is it: Trustwallet bug (during second transaction)

Trustwallet showed 0.00001221 BTC fee after setting the fee manually. But it was transmitted on Bitcon network with a fee of 0.00012321 BTC!

[o_e_l_e_o]

Trust wallet isn't an open source wallet! I used to know that they are open source. Trust wallet itself says that they are open source and secure wallet.

Yup. It's closed source, and they lie on their website and elsewhere claiming they are open source when they are clearly not. That should be good enough reason for anyone not to use them.

As I said, they used to be open source, but they moved to a closed source model around 3.5 years ago. Here is a blog post explaining that they only did it to "protect users" : https://trustwallet.medium.com/why-open-sourcing-android-app-could-be-a-harm-to-the-crypto-community-fb3ae1707dc6
And here are the links to the old Github repositories for their Android and iOS apps, which are both now archived and both last updated 3.5 years ago:
https://github.com/trustwallet/trust-wallet-android-source
https://github.com/trustwallet/trust-wallet-ios

Sadly, there will be no solution unless ‘the poor support team of trust wallet’ takes some action.

They won't. Just like Binance, they don't care about users getting ripped off or losing money. They only care about their own profits.

Well, I will do it for sure. I'm planning to use Electrum wallet on my phone and desktop for Bitcoin. BTW, is there any open source multi-coin wallet?

Ensure you verify your download for additional safety before installing it. Guide here: https://bitcointalk.org/index.php?topic=5240594.0
I have no idea bout multi-coin wallets I'm afraid, since I think most altcoins are scams. Best to ask in the altcoin boards.

[dkbit98]

Don't trust Trust wallet and better don't use it at all.
I am not really expecting good support from any crypto wallets, except maybe from Electrum wallet that have big and active community volunteers and developers.
I don't like any project supported by Binance, that includes Safepal hardwae wallet and Trust wallet that are both closed sourced and code can't be verified.
No reason for using this wallet but I guess people still use it because they support bunch of shitcoins, and there are not so much open source alternatives for this.

Well, I will do it for sure. I'm planning to use Electrum wallet on my phone and desktop for Bitcoin. BTW, is there any open source multi-coin wallet?

Only available option is to use Unstoppable wallet that is open source multicoin wallet, or just buy open source Hardware Wallets like Keystone, Trezor or Bitbox.
Mycelium wallet is not bad but it has lot of ads and stuff I don't like so I am not using it anymore, all other multicoin wallets are closed source.
Unstoppable Wallet:
https://github.com/horizontalsystems/unstoppable-wallet-android

[Mahdirakib]

I have no idea bout multi-coin wallets I'm afraid, since I think most altcoins are scams. Best to ask in the altcoin boards.

Thanks for the informative response. I'm not a big fan of altcoins anymore. I use altcoins for gambling purpose (for making deposits and withdrawals). Anyway, among all altcoin I use LTC and TRX only. Now I'm going to use Electrum as an open source wallet for Bitcoin, and the litewallet as an open source wallet for LTC. I have used both of them before. But I had switched to trustwallet for it's wide range of coin support.

Only available option is to use Unstoppable wallet that is open source multicoin wallet, or just buy open source Hardware Wallets like Keystone, Trezor or Bitbox.

I haven't heard about the Unstoppable wallet before. Seems like there isn't large userbase of this wallet. I have installed it and the wallet looks really great. But Unstoppable wallet doesn't support TRX. Maybe, there is no open source wallet available for TRX now.

I just checked the supported coin list of Keystone, Trezor and Bitbox hardware wallets. Only Keystone wallet support TRX, but the other two doesn't have TRX in their supported coin list. It will be a long process to get the hardware wallet in my hand, I will think about it later.

[dkbit98]

is there any open source multi-coin wallet?

Thanks for the informative response. I'm not a big fan of altcoins anymore.

If you are not a fan of altcoins why are you than still asking for multi-coin wallet?  

I haven't heard about the Unstoppable wallet before. Seems like there isn't large userbase of this wallet. I have installed it and the wallet looks really great. But Unstoppable wallet doesn't support TRX. Maybe, there is no open source wallet available for TRX now.

You have one more open source option that support trx shitcoin along with Bitcoin and other coins, but it's also working as decentralized exchange with atomic swap.
This is probably better option for you than Unspppable wallet, and you can use it on desktop and mobile devices as beta version, but please do your own research before using any wallet:
https://atomicdex.io/

[Mahdirakib]

If you are not a fan of altcoins why are you than still asking for multi-coin wallet?  

Like I have mentioned above, I use some altcoins for gambling purpose. It won't be a smart decision to use individual wallet application for each crypto. I have asked about the open source multi-coin wallet for this reason. Not to mention, I was thinking that trust wallet is an open source multi-coin wallet. And it was unknown to me that they are closed source.

You have one more open source option that support trx shitcoin along with Bitcoin and other coins, but it's also working as decentralized exchange with atomic swap. ~

I think the easiest solution would be to abandon the plan of using TRX for gambling. I was using TRX as it gets instant confirmation and the transaction fee is too low.

but please do your own research before using any wallet

Thanks, I will do it. But trust wallet claims they are open source.  And most of the crypto related website says the same thing. That's why I haven't done much research about them.
BTW, you have quoted my post, but used the author link of your post by mistake.

[Findingnemo]

Its actually a serious problem and trust wallet has to compensate the funds you have lost but trust wallet isn't open source so only the team can identify where the problem happens and also you can post it on other subreddit and public forums to create and find what trust wallet is going through and how many people faced the same issue.

[o_e_l_e_o]

But trust wallet claims they are open source.  And most of the crypto related website says the same thing.

Trust wallet are lying as discussed above. You can click on their GitHub links I provided above to see for yourself. And crypto news sites, media sites, recommendation sites, etc., are all trash. They exist to either generate traffic for advertisers or to get people to click on affiliate links. They do no research, often publish false information, and should not be trusted.

trust wallet has to compensate the funds you have lost

Given that Binance are quite happy to massively overcharge their users 50,000 sats ($15-20) for every single bitcoin withdrawal and just take all that money as pure profit for themselves, there is absolutely zero chance they will care about OP's lost money and even consider compensating him for the failure of their buggy wallet.

[Findingnemo]

trust wallet has to compensate the funds you have lost

Given that Binance are quite happy to massively overcharge their users 50,000 sats ($15-20) for every single bitcoin withdrawal and just take all that money as pure profit for themselves, there is absolutely zero chance they will care about OP's lost money and even consider compensating him for the failure of their buggy wallet.

Most exchanges have such quite high fee as withdrawal fee along with minimum withdrawal limit but this is something to do with their transaction fee calculation on their wallet, if OP is the only person who faced the bug then this issue may not get such huge attention but what if many people lost their Bitcoins to the fee calculation glitch!

[o_e_l_e_o]

but what if many people lost their Bitcoins to the fee calculation glitch!

Then many people will pay way too high fees and lose their money as a result. If you think for a second that Binance care if their users lose money you are mistaken, as can be evidenced by the fact that they have completely ignored OP's issue for several months across multiple platforms. The only thing Binance care about is making profit from their users, and so the only thing that will make them fix this bug is people were to start leaving Trust wallet en masse. Since this seems to be a rare bug, then that isn't going to happen, so it probably isn't going to get fixed and OP definitely won't be compensated for it.

[Mahdirakib]

~ also you can post it on other subreddit and public forums to create and find what trust wallet is going through and how many people faced the same issue.

I don't think many people will show their interest in the post if I do it on several public forum. As example: I have asked one forum member before bringing the discussion (issue) here. He advised me to put it in the ‘Service Discussion’ or in the ‘Scam Accusations’. At first I made this topic in scam accusations, but no-one replied there for a long time. Finally, I moved this topic here (maybe after 15-18 hours) by observing the activity of active forum members in service discussion. I found many people in this section who have technical knowledge about Bitcoin. It will not create any difference if I post about this on other online forum.

~snip~ if OP is the only person who faced the bug then this issue may not get such huge attention but what if many people lost their Bitcoins to the fee calculation glitch!

I have sent a message to trust wallet reddit support so that they approve my post. But they are fully ignoring the issue. However, I have found a similar report from another trustwallet user in their community. The user has made the report on 1st January. I believe a lot of user has suffered for this bug during the period. Trust wallet team haven't replied to him as well. Link of the post: Trust Wallet BUG fee.
He has also uploaded a video on YouTube. This video is a great evidence of the bug too: https://youtu.be/wFsCXreKmEM

The only thing Binance care about is making profit from their users, and so the only thing that will make them fix this bug is people were to start leaving Trust wallet en masse. Since this seems to be a rare bug, then that isn't going to happen, so it probably isn't going to get fixed and OP definitely won't be compensated for it.

A large number of trustwallet user won't care about the issue. I think that 90% of the trustwallet users are using it to keep newly created tokens/coins in their wallet. As a result, they won't care about this Bitcoin related bug. Compensated is far away, they are not even disclosing the reason of this bug. The conclusion is, I will stop using binance also.

[o_e_l_e_o]

At first I made this topic in scam accusations, but no-one replied there for a long time.

Well, to be fair it isn't that Trust wallet are scamming you, since it is not them who are profiting from these ridiculous fees but the miner who includes your transaction. It's simply a technical issue with their buggy wallet and useless support. Unlike Binance itself, which absolutely is scamming users by overcharging 50,000 sats for every withdrawal.

But they are fully ignoring the issue.

As is the case with all centralized exchanges and the products they own. They don't actually care about fixing bugs unless it seems like they might actually lose users and therefore profits over it. The only way this bug will ever be fixed is if it gets traction on Twitter or a crypto subreddit which they don't censor.

[Mahdirakib]

As is the case with all centralized exchanges and the products they own. They don't actually care about fixing bugs unless it seems like they might actually lose users and therefore profits over it. The only way this bug will ever be fixed is if it gets traction on Twitter or a crypto subreddit which they don't censor.

I think that it isn't going to attain the attention of many people if we post it on twitter or a crypto subreddit. Few days ago I had made a post about it on r/Bitcoin, but the post wasn't accepted. Anyway, today I have received a reply from the ignorant trustapp moderator on Reddit. Actually, they have replied to my pm as I have asked them to approve my post. They are concerned about my privacy! The useless support team doesn't even know that I have reported about a bug and I would like to know the reason of it. And they are the only one who can tell about the reason, because trustwallet is a closed source wallet. But they are asking me whether the issue has been resolved or not!