Title changed - Issue being sorted
Paxful.com are refusing to credit my deposit of BTC worth over $1400
Edit: Ray of Paxful has responded to my submission on Reddit. Hopefully it can be sorted out. Original post below
Edit 2: Sorted! Got my Bitcoin!
Paxful.com is a Bitcoin trading site similar to LocalBitcoins, where you can exchange Bitcoin in a peer to peer fashion.
Some level of technical understanding should be expected of customer support. It seems however that Paxful prefers to train their support to repeat from a script, with no ability to recognize when a problem is beyond that script.
The following are two email exchanges with Paxful support. My first exchange was yesterday on Sunday 3rd March, and at the end I gave up assuming that the representative must be on their own in the office, with nobody they can speak to for second level support, no developers who would be in the office on a Sunday evening. I've worked in support myself and I can understand how sometimes you need to appease an end user whom you can't actually help immediately. However, I would prefer if they could honestly tell me that they would have someone more technical look at the issue on Monday when they are in the office.
Out of respect for the employees I've done my best to avoid showing names. Some of my own privacy is necessarily lost with transaction details, but I want readers to be able to check the blockchain for themselves.
I decided to start again on Monday morning, because then there will be more people in the office. In the second exchange, this morning on Monday 4th March, there is no excuse for the lack of technical understanding or the inability to bring this issue to a more technical person. Support personnel need to have the technical chops to recognize when a problem has gone off script, and that the system their company operates is at fault, not the Bitcoin Network.
You cannot have a blanket policy of assuming that all deposit problems are due to backlogs on the Bitcoin Network - even when the customer empirically shows you that the transaction is fully confirmed. Once a transaction is confirmed to a reasonable threshold on the Bitcoin Network (such as 3 confirmations), if your system doesn't honor the transaction, then your company and system is at fault, not the network.
At this time I am still waiting for my Bitcoin deposit to be credited :-(
Here is the relevant Bitcoin transaction as a clickable link:
https://www.blockchain.com/btc/tx/92ef2c4a3ee9b14fc60561dfbdebfcafc987890bc5c5c5d7a35e04bd76d9af06
Hope everything gets sorted out for you. 20 confirmations is way way more than enough.
Yep, it's actually fully sorted now.
Sad to read about your loss :( Hopefully, it will be recovered soon. I am shocked to see the negligence of these employees, they don't even know how to understand the problem of their customer. $1400 is a big amount :(
BTC has to pass through many verifications that's why it takes much time. I once waited 4 hours to get my coins in my wallet, but my wait is nothing in front of yours. Hopefully, you will get some resolution sooner, it already has taken more than enough time and more than 100 verifications, That's too much painful and annoying.
As I explained in the email exchange, it has nothing to do with the number of confirmations. Yes, the usual problem is that the Bitcoin network can be slow to confirm your transaction, when there is backlog or blocks are not coming through or the fee is too low. This is not what's happening here. It has many confirmations, and their system is failing to recognize it.
What the heck is this ? I just can't believe the behaviour of these responders, Completely unprofessional behaviour.
My hearty condolence is with you sir!
Praying for the return of your money.
What a joke, i guess you might get some better response on Monday. pm me if you need or want to sell more, i can send first, no need for .com's, wish you good luck with this
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I just got a response from Ray at Paxful (CEO). Hopefully he can sort it out.
I may take you up on your offer though not today. What methods do you send with? I don't have a local bank account and am trying to avoid using my Irish bank account (because it counts as remittance and I could get hammered in tax).
i see you are having same problems as me :-) i have money on an account somewhere in East Europe, only SEPA possible i think. i have cash somewhere in Europe but will not be in Europe in coming 6 months. What other options do we have, shall i gift you Amazon gift cards or something? :-)
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Very few unfortunately, and Amazon gift cards wouldn't work for me. We can discuss further if it comes to it, I will try and proceed with Paxful for now.
I would be so bummed out. Tgus happened to me on bitshares last year. It took 3 months for me to be refunded. Feeling it for you
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Ohhhh thats so sad. Your lose is very big. Now a days market looks not good. Market down day by day. Peoples are very worry about this market. Some peoples says market going up. We always wait for good time. One year ago market looks very good. And the price of bitcoin is very good. Hopefully your is recover soon. And big invester invest money in the crypto market. Waiting for good time. Bear market is very paiful for us. $1400 is very big amount.:-(
Had something like that too, nice to see that everything worked out good for you at the end. =)
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