There is in the contrary nothing fraudulent here.
The account is already verified. On your website it is NOT stated that I would need verification before withdrawal. Also your support keeps sending me standard messages that never answer my questions. Why don't you just tell me straight out what causes the delay? Why do you set the priority of my issue to "high" just after my complaint here? I still did not receive any meaningful answer from you guys so I must simply believe that you are running a fraudulent operation OR do not care about your customers at all.
Both will keep me away from now on! High workload is no excuse for this. You keep sending me this standard bullsh* messages. Why not waste 2 seconds more writing "It will be processed after xyz".
I will warn everybody of depositing high amounts of money on your website!
There are some very good points set forth here by r4in.
Sadly, mtGox, is not the only company acting in this fashion. It seems to be the norm many places that customer support is of low standard. Perhaps the explanation is that the individuals acting as support representatives often have low competence and limited knowledge, and really is not very interested in their job, but just do it to make ends meet. I've been working at the customer department for a big telco as first line support, and although I always tried to do my best to help customers, I saw many just shuffling cases around without an intention of really trying to have the case solved, this only led to frustrations for others wihting the telco, and for the end customers of course.
The quality of customer support is something that can be decided from the management, but still, it's an issue that needs to continually be worked on, and it's important to get the right people for the job. But those people who would probably be the right ones, would probably be better suited for higher paying jobs. Still you can get support personell that does a good job. Individuals who doesn't want to contribute in their job, really has no place in customer support.
For a business like mtGox, handling all money transactions in a timely matter is paramount to their success. One day a company will come by that handles it much better, and then customers will flock over to that company.
I often see lack of communication or proper communication as an issue, not only with mtGox, but with many companies. The customer is not hostile, but when the customer asks questions, he wants answers. Support copypasting standard answers in such cases doesn't cut it at all. Customers shall and will demand better.
It seems that in some cases, the best way of resolve something is like querying Mark on mtGox channel on freenode. He has access to all information, and can usually sort problems out. It should not be that way, but at the moment, that's how it is and that's what we have to deal with.
I agree it's not acceptable how the current situation is, and at least the customer should get an honest up front answer. But as I understand it, in certain cases, it's hard to know what the truth really is, as we've seen mtGox lying or withholding information before, we cannot really be sure what's going on.
If a transfer is delayed for 30 days, the customer should get to know why it is so. Is it mtGox earning interest on the funds, is it mtGox having liquidity issues, or is it a 3rd party looking into the transaction ? If a 3rd party is looking into it, who would it be ? And perhaps in some cases mtGox is barred from relaying information if there's for instance a police investigation.
However what Gox needs to realize is that when a customer hears nothing, he has the right to be angry and impatient. People are usually patient, as long as they receive good answers.
However we must also realize that Gox has a large customer base and has to deal with frauds on a daily basis, and try their best to fight it. Exactly how the situation looks like, they only know themselves.
For various reason, a transaction could be halted if coins are tainted, to my understanding, so if you're really unlucky, you get some coins that are tainted, but this is not something that you're aware of, and then mtGox halts the flow of funds and starts an investigation ?
Anyhow, providing accurate information on their webpage, and informing the customer properly, is important.
For instance, if a withdrawal is in process, it should be possible for the customer to know exactly what is happening with the funds. Has it left mtGox bank account yet? Is it waiting for some 3rd party approval? If the later case, there should be a contact number the customer could call to this 3rd party to have things sorted out, or to aid in the process.
Personally I don't understand how big transfers can be delayed, as these transfers are the core of the business of mtGox, and should had the outmost priority. For instance, when I did a batch of 1K USD withdrawals last year, some of them went through quickly, while one of them I had to wait 3 weeks for. I do not understand why there should be different waiting time, apart from the standard SEPA transaction time.
What causes the delays are a mysterious to me at this time, I think we don't have any hard facts, and the explanations given are vague.. It's interesting that often when hassling mtGox about a certain issue, it's resolved more quickly, so perhaps the delay really is at mtGox's end ?
After all, they probably make interest off the deposits, so delaying payouts may be in their interest in that regards, but this may hurt their business as well, so from a business perspective it doesn't make much sense.
Or perhaps transactions really are lined up in que at a bank or 3rd party agency where they just sit for weeks before somebody clicks 'approve'. Or perhaps delaying larger transactions is a way to deterr money laundering ?
So many unanswered questions.
If all customers put high demands on mtGox, perhaps they would improve. Obviously the current situation is not good for mtGox or bitcoin in general ? There's far too many stories like this!