Quote from: ben-abuya on January 25, 2013, 10:20:24 PM

UPDATE: Just received this email from Dwolla. I don't have a recording of the phone call with their customer support but I do remember the agent saying that my account was suspended due to a violation of their TOS and that my transactions had all been cancelled. Still, it's nice that they apologized.

Quote

Dwolla Support
JAN 25, 2013 | 02:08PM CST
Dear Josh,

First, we are very sorry for what happened, we take full responsibility for any miscommunication.

Let us try to explain: your account was never suspended. You were placed in a "verification" state, which reflected the conversation you had with our fraud team, to provide a [bank] statement, due to the increased transaction volume. We noticed you've since cancelled these transactions and had previously submitted a photo ID, and we've moved you out of the verification state. This state may have appeared to be confusing, as it does in some ways limit your actions within the Dwolla system. This is something we need to improve our messaging on. However, at no time were you suspended from using the service.

We apologize for the inconvenience and confusion this may have caused. Let us be clear, that your account is fully verified, and may be used in accordance with our terms of service.

Best,
Dwolla

Sincerely,
Dwolla Support
www.dwolla.com
www.trydwolla.com (Send someone free money on us to get them started)

Thanks so much for sharing your experience! The more we know, the better off we'll all be.

To summarize, is it fair to say Dwolla is still growing into a Paypal like scary beast, but may have some slightly cheaper/better processes in place?

Still need to be aware that they can hault your funds in an instant, but hopefully it all works out in the end?

Last question for ya: Has Dwolla won your business back, or will you be sticking to wire transfers from here on out for Mtgox?