Tradehill - Thank you for reloving and continue with the best customer service

[shakaru]

EDIT: I am leaving the content of this intact for historical recorcd, but in the end. The was the events.
A small issue with one of the many methods of withdraw that TradeHill uses went south. During a previous discussion and resolution to a problem, I was told that public notice of problems with withdraw or deposit methods would be put up in place at the first sign of issue. TradeHill did that, but however a hickup in the system affect my withdraw on a different method.
HOWEVER. After hearing from some other members as the reason for my withdraw as well as responsability, the withdraw was reversed and sucessfuly withdrawn via Yankee and his BitInstant. As if this moment, I would like to point out that TradeHill is the ONLY exchange to not put its customers in the seat of proving fault and looking into the matter on their own. Noy


Hey Jared!
Remember all the problems you had about not telling people until it was to late that certain withdraw methods were broken? We had a bunch of emails about it? Well guess what? My Paxum didnt come in for the second day.

TradeHill, Jan-06 08:21 (EST):
Hi,
First, thanks for using Tradehill and excuse the delay in responding; it’s not typical.
It will take about one week for us to fund Paxum so if you need the funds before that I’d make other arrangements. Excuse the delays and thanks for your patience.
Regards,
Tradehill

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So yeah, I would make arrangments, but you have my funds. Thanks for the MtGox style service.

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[shakaru]

No refund yet...

[556j]

I've been waiting over a week for my check withdrawl. No email response, and afaik check still hasn't even been written.

[shakaru]

Im going to make sure this is handled. I dont care about not being able to cash out. I care that I wasnt not notified until after I made the request and inquired as to where it was that the method I had chose was currently unavailable and no offer to cancel it.

[repentance]

Why do the exchanges keep using Paxum given the problems they have with keeping their Paxum accounts funded.  They really don't seem to research this stuff very well before they add new deposit and withdrawal methods.

[Jered Kenna (TradeHill)]

Why do the exchanges keep using Paxum given the problems they have with keeping their Paxum accounts funded.  They really don't seem to research this stuff very well before they add new deposit and withdrawal methods.

If you start looking for non reversible methods you'll find that Paxum is one of very few.
Checks / ACH can be reversed. Money orders / Cashier's checks can be faked and even if the bank discovers it 2 weeks later they will pull the funds out of your account. I don't have to go in to Paypal. The list goes on. The only thing non reversible (for the most part) in traditional banking is wire transfers and of course cash deposits. Banks hate both of these.

This is the big reason we liked Dwolla, it was simple, cheap, fast and non reversible. When it turned out to actually be reversible despite claims and we were losing a lot more than the commissions we generate we had to shut it off.


In regards to not giving prior notice that we were suspending withdrawals by check: we weren't given any notice by our bank that it was getting cut off. We're in the process of bringing it back as soon as possible and anticipate shipping checks in a few days.

Paxum deposits not getting credited in a timely matter is completely internal. Someone most likely skipped over your transaction and I will look in to this and get an answer.

Jered

[shakaru]

STILL NOTHING

[tiptopgemdotcom]

Shakaru I am with you.  I don't get it.  Here is my thread:

https://bitcointalk.org/index.php?topic=57295.0

Why can Jered answer you on this thread but you can't get any kind of response from the company?  You know, it's not rocket science to answer your customers.  It's just not that hard.  We are not talking about a company with millions upon millions of customers.  Why not answer e-mails within the day they are sent?  Or gosh, so a lot of stuff is broken at Tradehill and people are needed elsewhere.  But you can't get somebody to clear your backlog of emails the next day?

So, Jered- why doesn't Tradehill answer e-mails?  Does it seem that your priorities are out of line if you spend time answering public forum threads but you don't FIX what is obviously broken?

I have over $600 in la-la land (also known as my Tradehill account) and I have bills to pay for my business.  Things happen; I get that.  What I don't get is why Tradehill will not answer me.  I don't get why they can't mail checks like they say they will.  And I don't get why they have this arrogant attitude when they are stalling me.

It seems that they might be in a bit of a financial bind and they are using customer money for their "float".

[shakaru]

Still nothing. Thanks for all the broken promises.

[shakaru]

I wonder how many people have money that just not there?  I see 556J is having the same issue I am having.  And this is NOT the first time.  But the most irritating factor is the lack of communication.

MAN-UP JERED.

Its far from the first time. The first FEW times I let it slide. Last time I had to call out TradeHill publically on the mess and behold, addressed it correctly then. Yet, next transation, same crap, worse problems. What I dont understand is that you guys can bite 1% on my coins you have hostage and have BitInstnant compleate it. Or you could refund my withdraw. Or you can reply? Or something more than the "We screwed up again." email.

[Yankee (BitInstant)]

I wonder how many people have money that just not there?  I see 556J is having the same issue I am having.  And this is NOT the first time.  But the most irritating factor is the lack of communication.

MAN-UP JERED.

Its far from the first time. The first FEW times I let it slide. Last time I had to call out TradeHill publically on the mess and behold, addressed it correctly then. Yet, next transation, same crap, worse problems. What I dont understand is that you guys can bite 1% on my coins you have hostage and have BitInstnant compleate it. Or you could refund my withdraw. Or you can reply? Or something more than the "We screwed up again." email.

Shakaru,

Obviously your personal financial situation requires you to have your money instantly. If you werent going thru this dire need for the funds, you may have given TradeHill some more slack.

You cannot count 'days' rather you must count 'business days' when banks and companies are open. You made this post on a Friday, and now its Monday morning in California.

TradeHill made an announcement last week that their accounts were frozen and working to get new and backups set up. For a small start-up that takes 100% of their man power. Having known that, you need to connect the dots here. Paxum clearly advertises on their site that wires take 3 days to receive and 3-4 days to process. If this was MtGox, you wouldnt get your money for weeks history has shown. At least Jered has responded to a few of your emails!

I usually don't like to get involved, but Im familiar with your situation and working to help you as best I can.

Let's resolve this first, you and I via PM. Once you have your money you can rant and rave to TradeHill all you want, but this post wont change much.

-Charlie

[shakaru]

I dont want to rant and rave. I just want the practice of notifying only after inquiry, of when a method is unavailable.. Other, I actually rant and rave about the service. I like how atleast TradeHill responds and takes action. I like how when there was the previous issue, a pulbic announcement was made once the issue is resolved.
Also, you can see that evern with this mess, I still use tradehill for my wallet.
Also, Yankee, thank you for the help. ALL OF IT!: )

[Yankee (BitInstant)]

I dont want to rant and rave. I just want the practice of notifying only after inquiry, of when a method is unavailable.. Other, I actually rant and rave about the service. I like how atleast TradeHill responds and takes action. I like how when there was the previous issue, a pulbic announcement was made once the issue is resolved.
Also, you can see that evern with this mess, I still use tradehill for my wallet.
Also, Yankee, thank you for the help. ALL OF IT!: )

No problem! This is why we have a community, so we can help each other with the good and bad.

Jered just cancelled your request for withdrawal. Send me a PM and we can arrange and instant and free payout for you.

Charlie

[shakaru]

I dont want to rant and rave. I just want the practice of notifying only after inquiry, of when a method is unavailable.. Other, I actually rant and rave about the service. I like how atleast TradeHill responds and takes action. I like how when there was the previous issue, a pulbic announcement was made once the issue is resolved.
Also, you can see that evern with this mess, I still use tradehill for my wallet.
Also, Yankee, thank you for the help. ALL OF IT!: )

No problem! This is why we have a community, so we can help each other with the good and bad.

Jered just cancelled your request for withdrawal. Send me a PM and we can arrange and instant and free payout for you.

Charlie

I noticed and thank you both. Pulling out btc to mtgox to mtgoxusd and then you you. Thank you again

[Jered Kenna (TradeHill)]

I dont want to rant and rave. I just want the practice of notifying only after inquiry, of when a method is unavailable.. Other, I actually rant and rave about the service. I like how atleast TradeHill responds and takes action. I like how when there was the previous issue, a pulbic announcement was made once the issue is resolved.
Also, you can see that evern with this mess, I still use tradehill for my wallet.
Also, Yankee, thank you for the help. ALL OF IT!: )

No problem! This is why we have a community, so we can help each other with the good and bad.

Jered just cancelled your request for withdrawal. Send me a PM and we can arrange and instant and free payout for you.

Charlie

I noticed and thank you both. Pulling out btc to mtgox to mtgoxusd and then you you. Thank you again

Thanks Shakaru and Yankee, there is no reason this should have taken so long to resolve and it rests completely on us. I'm glad we got it sorted out. Thanks for using TradeHill and the good words.

I also appreciate the patience everyone gives us when dealing with the banking issues. When they decide to close an account not only do they close it without warning it's often without an explanation which is extremely frustrating.

Jered

[tiptopgemdotcom]

"TradeHill made an announcement last week that their accounts were frozen and working to get new and backups set up."

How would the average guy like me know this?  I was not given this information via e-mail.  I didn't see a notice when I logged into Tradehill.  I emailed to ask about it and my emails were never returned- and still have not been.

[Yankee (BitInstant)]

"TradeHill made an announcement last week that their accounts were frozen and working to get new and backups set up."

How would the average guy like me know this?  I was not given this information via e-mail.  I didn't see a notice when I logged into Tradehill.  I emailed to ask about it and my emails were never returned- and still have not been.

It was and still is on the first page of General Discussion in these forums.

[tiptopgemdotcom]

Yankee that is all good and well, but is that how you would expect your clients to get their information?  An e-mail would have been nice considering the gravity of the situation.  A notice upon signup would have been a good reinforcement- just in case.  But posting the information on a public forum and just expecting everyone with a check withdrawal in progress to go there seems very amateurish.

[tiptopgemdotcom]

Still waiting for Jered to answer my e-mail. 

I have check withdrawals going back to the 29th of December and until I came here I had no idea that they were not being processed.  So I guess I am not surprised at the lack of communication from Jered.  That has been the rule at Tradehell.

[the joint]

That sucks you guys have been having problems.

I've written a good number of emails to TradeHill in the past and I've never been disappointed.  Their check to me also arrived very quickly.  It really sucks when your money is tied up because it can be a very helpless feeling, but so far Tradehill has been the most observably reliable exchange in my opinion.  They make me feel too safe when I shouldn't feel that way.  That's really a compliment, but I think a lot of us feel too safe with Bitcoin in general, even though we understand the risks.

Stuff like this is gonna happen, but I'd feel a lot safer with a TradeHill holdup than a Gox holdup, or a holdup on some newer exchange.