Ice3X, Altcoin & Other Exchange issues ?

Lament

Lament

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I have now seen on multiple exchanges that people complaining of not getting paid out, or cant be verified (this is day 7 waiting for Altcointrader), tickets being ignored. Is there a problem we are not being told about?, I can’t see that anyone has this big backlog that they cant even reply to a ticket over 7 days old, and the fact that so many people on different exchanges are complaining its difficult to think its coincidence.

I have been trying more than a week just to transfer my money out of Ice3X which I cant beacuse I cannot disbable the 2FA, but each and every mail I send to get this resolved gets ignored. I even left them a facebook message which I can see they did read, but again no feedback.

Ice3X has also blocked any new registrations, this has been done the 14th of December, So 5 days have passed and it is still blocked, yet they are unable to reply to exisitng tickets.

At what point does one decide this is enough?, for me personally its only about 5k, but what about people having huge amounts in these exchanges, my money is basically frozen?
Will the small claims court be an option here if their guys continue ignoring people?
 
I think part of the problem is the huge influx of people using these sites as crypto-mania increases. They're ill-equipped to deal with so many new users and as a result their basic service is rapidly degrading. There's definitely room in SA for exchanges that at the very least communicate effectively with their customers.

Quick.
Someone do the coding I'll run the ICO.
 
saor said:
I think part of the problem is the huge influx of people using these sites as crypto-mania increases. They're ill-equipped to deal with so many new users and as a result their basic service is rapidly degrading. There's definitely room in SA for exchanges that at the very least communicate effectively with their customers.

Quick.
Someone do the coding I'll run the ICO.
Click to expand...

http://yetanotherico.com one step ahead of you buddy!
 
saor said:
I think part of the problem is the huge influx of people using these sites as crypto-mania increases. They're ill-equipped to deal with so many new users and as a result their basic service is rapidly degrading. There's definitely room in SA for exchanges that at the very least communicate effectively with their customers.

Quick.
Someone do the coding I'll run the ICO.
Click to expand...

Can you imagine what will happen if ABSA freezes peoples account's tomorrow, give them no way of contacting them besides a worhtles online ticket logging system, no communications to their clients, nothing....
This is people's lives, for some people playing on an exchange is their only income. There is no excuse for what happening here. When money is involved you make sure all your bases are covered.
I can understand there is an influx of new user registrations, but ICE has disabled this 5 days ago. This is honestly just piss poor management from their side.
 
craiglotter said:
Why do you need to disable the 2FA though? The whole point of 2FA is to try and makes things a little more secure.
Click to expand...

Because I got a new phone and did not think about the 2FA at the time, the Google Authenticator is not linked to your google account, so basically when you get a new phone you have to disable 2FA on the site with the old phone, and then re-register with your new phone. Regardless people's phones get stolen so this is nothing new to them, all thats needed to disable this is a "Selfie" with my ID, which they got a week ago.
 
I used Luno for a while, had no issues apart from the high fees, Tried out altcoinTrader recently, I have posted about this in other threads , but this is more on topic and concise, its been almost 7 days, im still waiting for a transaction sent from altcoin to confirm, I have called them 2 days ago with no answer at all, an email from them stating that their technical department will respond to me "soon" was sent yesterday , and nothing since then. I have sent another email this morning and no response from them again. When dealing with large sums of money, this kind of treatment of customers is shocking. they seem to hide behind a veil of ignorance when contacted about issues like this.

I actually liked that it was easy to view and manage your portfolio from one screen , but unfortunately their customer service is the worst ive experienced.

All I wanted to do was get some coins for the electroneum re-launch and now im in this mess. Thankfully I wont be investing a single cent more with this company and have since got a Trezor hardware wallet to hold different coins safely on my own. Hopefully they will answer their phones tomorrow or have the decency to respond to an email.
 
mk97 said:
I used Luno for a while, had no issues apart from the high fees, Tried out altcoinTrader recently, I have posted about this in other threads , but this is more on topic and concise, its been almost 7 days, im still waiting for a transaction sent from altcoin to confirm, I have called them 2 days ago with no answer at all, an email from them stating that their technical department will respond to me "soon" was sent yesterday , and nothing since then. I have sent another email this morning and no response from them again. When dealing with large sums of money, this kind of treatment of customers is shocking. they seem to hide behind a veil of ignorance when contacted about issues like this.

I actually liked that it was easy to view and manage your portfolio from one screen , but unfortunately their customer service is the worst ive experienced.

All I wanted to do was get some coins for the electroneum re-launch and now im in this mess. Thankfully I wont be investing a single cent more with this company and have since got a Trezor hardware wallet to hold different coins safely on my own. Hopefully they will answer their phones tomorrow or have the decency to respond to an email.
Click to expand...

Facebook message I got from them yesterday after giving them a 1 star ratring :

Hi Lament, only an account manager can access your account to do this. There is a huge amount of tickets that they are resolving, please bear with us. No clients are getting ignored, the ticket system means tickets are attended to in the order they are made. We have put messages on social media about the backlog and communicating with people directly. Your ticket will be seen to as soon as possible, please bear with us.
Click to expand...
 
Lament said:
Facebook message I got from them yesterday after giving them a 1 star ratring :
Click to expand...
They should be sending out an email alerting users there are issues. The way they run their business is shockingly bad. There's no excuse for bad communication.
 
saor said:
They should be sending out an email alerting users there are issues. The way they run their business is shockingly bad. There's no excuse for bad communication.
Click to expand...

I agree 100%,
Here was my response :

I am bearing with you since I do not have a single other choice. I have you guys on facebook and there was no message regarding this issue, social media is not a form of formal communication even if there was a message. If ABSA goes down today do you think a Facebook message would be sufficient?
I have been mailing you how many times with no response, yet you state you have been communicating with people directly….

Eitherway, I’m not an unreasonable person and I do understand having a shortage of staff and an influx of tickets. What I don’t agree with is your means of general communication. If I have to ignore a client more than a week I will most probably sit without a job.
I will advise you send out a general communication to your entire clientele informing them of the situation. When someone logs a ticket an automatic email should be send stating there is an influx of calls and the ticket will be actioned within “X amount of time”. Besides for this you can put up an alert on your webpage also informing every one of the issue. I’m not referring to that small “twitter feed” you have as 90% of people does not read that.

Today is day 8 without resolution on my ticket. I will update this every day until this gets resolved.
Click to expand...
 
I dont see any update on the situation on any of their social media . Messaging them on facebook is also futile as you are met with this auto-message

" Dear Trader

Thank you for your message, please send an email to [email protected] and they will gladly assist.

Regards
ACT Team "

Just to add to the above, I cant remember experiencing this with Luno, but just a word of advice to anyone looking into altcointrader, they only process withdrawals during business hours, after 9 am , any transaction made after business hours will not be processed. Also, inspite of this, I had to still call them to get one of my previous transactions out of "processing state" - they also claimed that they were busy and that is the reason why a withdrawal made at 4pm was only finally processed the next day at 2 pm.

this is the same withdrawal that is still unconfirmed which I mentioned above and its the 7th day now. If we were allowed to change the fees for transactions , and I selected the lowest possible fee on purpose, then I could understand, however with a fixed fee, unconfirmed for a week , and no customer support at all, this is like a nightmare.
 
Although I agree that is bad service, seems it is just part of being a crypto exchange these days. All exchanges around the world are suffering.

Bitfinex also closed their registration.
My Bitstamp verification is sitting on 2 weeks.
My money transfer to CEX taking long.
Kraken bombs out all the time...
Etc. (And don't think I get quick replies from those guys.)
 
Looks like things are none the better for them on hellopeter https://www.hellopeter.com/altcoin-trader , seems more and more people are having issues now. Btw, still no response from them 7 days on, im afraid my bitcoin transaction will be removed from the blockchain soon


Taken from their website:

Our promise to you:
We at AltCoinTrader undertake to run our operation with honesty and integrity. We undertake to act in a reasonable manner and deliver to our clients the highest level of service!
 
Last edited:
mk97 said:
Looks like things are none the better for them on hellopeter https://www.hellopeter.com/altcoin-trader , seems more and more people are having issues now. Btw, still no response from them 7 days on, im afraid my bitcoin transaction will be removed from the blockchain soon


Taken from their website:

Our promise to you:
We at AltCoinTrader undertake to run our operation with honesty and integrity. We undertake to act in a reasonable manner and deliver to our clients the highest level of service!
Click to expand...

Day 9 for me on both Altcoin and Ice.
I have been telling ice from Day 1 that I need my money to buy ripple. Today Ripple is booming. Thanks Ice for still not actioning my request.
Each day you are costing me more and more money.
 
Used AltcoinTrader twice today, no issues. That's roughly 8 withdrawals over the last 2/3 weeks and the only issue I really had was their server taking strain the one day and their emails being delayed by about an hour.
 
Hamster said:
Used AltcoinTrader twice today, no issues. That's roughly 8 withdrawals over the last 2/3 weeks and the only issue I really had was their server taking strain the one day and their emails being delayed by about an hour.
Click to expand...

With Altcoin my only issue is getting verified. My real issue is with ICEx and their beyond pathetic support.
 
Lament said:
With Altcoin my only issue is getting verified. My real issue is with ICEx and their beyond pathetic support.
Click to expand...
I got verified quickly on Ice, but the site doesn't show any deposit/withdrawal options like their how to guide does.
 
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