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2 days ago I tried atm withdrawal, like I usually do, but this time I got no money out of atm. My xapo balance was charged for amount I tried to withdraw. Transaction is still pending. I wrote to support but got no answer yet, has anyone had similar experience? what can I expect? thanks

Same situation here.
Is your transaction still pending??

yup! still pending. How long does it usually take for their support to respond? it's been five days now and nothing but silence. Maybe I did something wrong?

One month ago I contacted the support for other reason (Xapo app stucked on Iphone), but still no one answered me.
Definitely they have poor support.

Try contacting Jesse at their Reddit, he has a good reputation and actually got back to me very quickly. I'm not sure if he's actually from support but he can speed up the process or at least answer your question while he forwards it to support. Xapo is a serious company but like all blockchain focused ones they are drowning in tickets and backlogs lately and it's not because they are doing bad with so many money coming in...they are greedy and know people still need to use their services, Kraken is very reputable but I have an question/ticket opened from 3-4 weeks, it's not urgent but still, I can imagine others with actual critical issues.

My tier 2 or 3 I don't remember for example took almost 3 weeks to get approved (and it's only a local address!). Don't get me started on Poloniex.

Currently most of bitcoin related exchanges and wallets are worst in support I also trying to contact Xapo but its very long time they never reply any email same on Poloniex even they are doing some extra work on this but they need to do some quick work for better results of members