Hi All,
I have been using Mt Gox for a while now and have been happy with it. I even went as far as verifying my account as my local country is in the EU so it's cheaper to fund smaller accounts by using their European account.
The story....
Day 1
About three weeks ago I needed to make a bit coin transaction. I logged in to my Mt Gox account as usual and found there were more funds than usual (about $35) so assumed that I had simply forgotten about them. I used the money to buy bitcoins and then tried to withdraw them and noticed both my withdrawal limits were at zero. I emailed the support address and was emailed back by a guy called Marcus. He told me that he would look into the situation.
Day 2
Marcus informed me that there had been an incorrect deposit (by someone else i assume) and that I needed to withdraw the funds as a redeemable voucher. I told him that they should take the money as they made the mistake. He informed me that they could not reverse the transaction as I had already bought bit coins using the money. He then told me that if I promised to give them the balance back as a redeemable code then they would lift the bars. I replied and said I would do so. I was told that he would check this and get back to me. Later on in the day I chased him and he told me it was with the developers.
Day 3
I chased again and was told that the developer does not work outside of normal Tokyo hours. I was told that he would keep me updated.
Day 4
I chased again and was told that the developer was out of the office today and that he would definitely get back to me tomorrow and keep me updated on the status.
Day 5
I chased again and was told that he needed more clarification so that he could guide me to the correct point of the situation. (!?!?!) He told me he had emailed the developers again and that he would keep me updated.
Day 6
I was told to sell the bit coins I had purchased back at the current rate so they could then take the funds out of my account. I did this and let him know straight away. He then told me that I did it in the wrong currency (I wasnt told it needed to be specific) and that he will need to check this with the developers and will get back to me.
Day 7
I chased him again and was told that he had just stepped into the office and will keep me updated. I was then told later in the day that they will take the funds directly from my account instead. I was told that I would be updated.
Day 8
I chased and was told that the developer does not work on Fridays so it will be first thing on Monday.
Day 9
I chased again. I was told that I would be updated. Chased later in the day and was told that the developer will get back to me tomorrow.
Day 10
I chased and was told that I would be updated as soon as the funds are taken from my account.
Day 11
I chased and received an exact copy/paste response from the day before.
Day 12
Chased again and was told theyre still waiting.
Day 13
I chased again and was told that their developer had not got back to him yet!!!! I said that its been over two weeks and no response. I was then told that the developer does not work Fridays so it would now be Monday!!!! I was promised an update at 9:00am his time.
Today
I did not receive my proised response and it is now 12:00pm his time. I chased him three time with no response at all!
The entire support process has been awful! The total amount of time so far including weekends and days with no correspondence is 19!!! 19 days and my account still isnt sorted! The whole ordeal has been inexcusable. I highly urge everyone to avoid Mt Gox if they can.
I will keep you updated as I am told myself so often.
J