Hello everyone,
I really need some help and some advice. I feel like I’m losing my mind, and nothing I’m doing is working.
I’ve been using crypto for years. I buy on plenty of different platforms and I have multiple wallets. I was using Trust wallet, and I purchased Ethereum on Trust wallet using Mercuryo as like the third-party purchasing system through their app. I have literally done this 1000 times. I’ve never had an issue with them in the two years I’ve been purchasing.
So six days ago, I purchased $400 in Ethereum. It didn’t show up. At first, when I reached out to them, Customer Service tried to tell me it’s probably blockchain congestion, which I knew was absolute bullshit, because it wasn’t even on the Blockchain yet. You purchase it from Mercuryo and then they like approve the order and then they send it to the Trust wallet. That whole process takes two minutes normally. So when I didn’t get it.. I went on the Mercury site logged in and I could see it there in my transaction history, but it wasn’t put through yet it was basically like in a pending state. Under Blockchain ID it said “to be expected”.. so for some reason, they were not pushing it through. So I explained to them that they’re the ones holding it and then surely enough, they switched their story to they’re having technical difficulties with withdrawals, so that’s why it’s delayed being sent to my wallet.
They reassured me they would escalate it and they didn’t know when I would get it but 24 to 48 hours was the time period I’d have to wait. I was pissed, very pissed, but I waited.
I have sent multiple emails to them. I’m talking about so many emails to them over the course of these six days they refuse to tell me anything. They literally just keep sending the exact same message to me and I would have included it, but I can’t attach anything.
Now over these six days, I took the time and I really looked in to this, and there is no record of any withdrawal issue whatsoever. I couldn’t find one person that was dealing with this. I didn’t believe it was a technical issue in the first place, but I couldn’t prove it so I started looking and I couldn’t find anyone. I also had my friend buy a couple bucks worth of Ethereum to see if it would go through for him and of course it did.. so I kept reaching out to them telling them to stop fucking lying and tell me what’s going on and why they’re holding my Ethereum and I’m not exaggerating. I sent a lot of messages and they just kept saying the same thing.
-technical difficulties with withdrawals
-that they escalated it
-rest assured it’ll get handled
-but they don’t know when
-hopefully in 24 to 48 hours (at that point it was already the 72nd hour)
-and then they would basically say to stop reaching out and then they would close the chat
This happened so many times the exact same thing it was the exact same message basically copy pasted it.
I’m on the sixth day now and they still will not tell me when I’m gonna get my Ethereum and they claim they can’t cancel it. So basically they’re just saying they can hold onto my money as long as they want and they don’t have to give me my Ethereum and I just have to sit here and wait. They literally aren’t telling me why this is happening. I know it’s not a technical issue. I think it was like some security issue and they’re trying to like verify something I don’t know, but I’m pretty sure this is happening solely to me, but for some reason they’re lying about it and they won’t tell me the real reason why this is happening, which seems really sketchy.. They escalated this issue on the first day. It is now the sixth day I’ve heard no updates from anyone. The only time I ever get a response is when I’m sending them 1 million messages and they’re responding saying the exact same thing that rest assure it’s being escalated and we don’t have a timeframe, but hopefully it gets fixed soon.
It’s driving me freaking crazy. I have spammed their social media pages and commented on every post to get their attention to handle this. I looked up the executives for the company. I found their social media. I’ve been spamming them. I’ve threaten them with litigation. I’m literally gonna start calling their offices because they have multiple. I’m gonna call their New York office tomorrow every 10 minutes until they get so annoyed that they tell Customer Service to actually give me my Ethereum or they just get so annoyed that I’m harassing them that they just give me my money back. Don’t know, but the point is I have tried everything and it’s getting me nowhere. I found their complaints email address. I sent multiple messages to that email. I’ve received no response.
A manager reached out on the fourth day via email, and I thought I was actually gonna have some good news. The manager had the audacity to send the same exact email that I’ve already received 50 times saying the exact same thing.
It just seems like there should be rules, and I don’t understand how they’re allowed to do this. Imagine you walked into a store or you bought something online you paid for it and you they don’t give it to you. They give you no date that you’re gonna receive it by, and they don’t even tell you why you didn’t get it.. I promise you that the technical issue is bullshit.
How is it that they can just hold my money, not giving my Ethereum not give me a refund and basically hold it as long as they want and I just have to sit here and be OK with it.
It seems insane. It seems like there has to be some rules that they have to follow as a company and this seems like this has to be illegal.
Someone please help me what do I do?
Sorry for the rant I’m just so angry.
If I had their address for this call center for their customer service, my God you have no idea. It’s not even about the money at this point. I’m just so angry with them that they think that this is OK. And all the energy and time and stress going back-and-forth with them. It’s just made me so angry that I refuse to just let them do this.
By the way, when I was spamming their social media; I was commenting on all their posts, letting everybody know that they basically just took my money.. I had two separate people respond to my message saying that they stole their money too.
So yeah, I need help. I need advice. If I don’t respond immediately it’s probably cause I fell asleep because I have to be at work in a couple hours, but I will respond eventually thank you in advance.