Quote from: bitwala on February 22, 2018, 10:02:16 AM

Hi malschauen,

I need some time to answer all your questions but be assured that your case has not been forgotten and we are working on all aspects in-house and with BitPay to get the needed answers.

Best regards,

Robert @Bitwala

Summary: I sended 6000 worth of bitcoin to my bitwala card some weeks before it closed. Since it was closed, I did anything I was asked to do, but only received about 980 Euro back. But the very best is that they are rejecting the validity of the blockchain, claiming a transaction not to have happend, even when it has more than 10.000 confirmations on the blockchain.

Thanks, unfortunately in the last resonse you denied the blockchain again, this is really getting frustrating. Bitcoin is beeing trusted due to the blockchain, I did send you a blockchain link and you only answering again and again like 'it didnt happen'. Can you give me any advise on how to process now, I really dont like to write you the same thing again and again and getting the same answer again and again. I HAVE A BLOCKCHAIN TX PROOVING MY PAYMENT, PLEASE EXPLAIN ME HOW BITCOINS SENDED ON THE BLOCKCHAIN HAVIN NEARLY 10.000 CONFIRMATIONS COULD NOT HAVE REACHED YOU?

I will try it once again, if i dont get any reasonable answer, I might choose to start warning people about your service as well as getting into contact to a lawyer. I really liked your service, using it often and never having problems. But whats not funny is that I send you 6000 Euro in btc which are stuck for 4 month now and you only have dubious statements about my coins.

So again firstly:
1. On 21.12.2017 I wanted to load my Bitwala card with about 1400 Euro in btc
2. Bitwala asked me to send the BTC to this address: 173NjX9FvAscwKpHyAjTeyWNmJgAyAyM9W
3. I did send the Bitcoin (about 0.1): https://blockchain.info/de/tx/15087bc5d723dad73facfef6ef00bc5ad70e3928043d3bbbcf26a45668c7d0b3
4. After replacing the fee multiple times the transaction confirmed one day later (see link at point 3.)
5. Bitwala never credited me any money from this transaction
6. Today Bitwala claims to not have received any Bitcoins sending me a link taking me to this site: https://insight.bitpay.com/ stating: Transaction Not Found

So just to be sure, maybe you are trying to tell me that you write your own version of the blockchain and that blockchain.info is a scammer site?

Secondly:
1. On 19.12.2017 I wanted to load my Bitwala card with about 1550 Euro in BTC.
2. I did so and transaction was confirmed about 3 days later, which was was never a problem before.
3. Bitwala did not credit me any money for the 0.1 bitcoin i send
4. Asking bitwala for a refund, they assured me that I will receive back my original 1550 euro converted back to the actual bitcoin rate.
5. They send me back about 1000 Euro in btc, telling me that this is the amount I send originally
6. After sending like 5 mails saying that it is simply not true that they send me the original amount of euro, they now state the following:

first mail:

Quote from: bitwalasupport

We had announced that our refunds are performed following the current EUR/BTC exchange rate at the time of refund. We use the EUR amount to refund your BTC transaction and this can lead to users receiving more or less BTC, but the same equivalent in EUR.

second mail (note the date when the transaction was made on , meaning that the value at the time was about 980 Euro, which everyone can look up on coinmarketcap: https://www.blocktrail.com/BTC/tx/3ad5ce29ccd786c09551352988af13e06405ddb191074866c25176b6c65806da

Quote from: bitwalasupport

Initially, you paid for the invoice: 0.099646BTC which at the moment was worth: 1535.42.

We have refunded to you the equivalent of the EUR amount which is worth now 0.13247853 BTC.

Third:

Quote from: bitwalasupport

-We have written to you in the conversation that our refunds are performed following the current EUR/BTC exchange rate at the time of refund. We use the EUR amount to refund your BTC transaction and this can lead to users receiving more or less BTC, but the same equivalent in EUR. Therefore today is worth 1190 Euro and we are not responsible for the BTC volatility and we can't control its price.

The things in bold were bold in the mail, too. Just feeling kidded.

On the forth mail they finally admit that they didnt send the original amount, but now have some other reason for not refunding me

Quote from: bitwalasupport

The case for the other card top up (hafoLituDCshGqFAg) is complicated. Your initial transaction (card top up) was not performed due to low network fees. Then our cards were disabled and even though the amount was transacted, it was not topped up.

BitPay issued a refund of the amount paid minus applicable fees. Because the bitcoin price can change quickly over time, BitPay only keeps the exposure to the initial invoice exchange rate for 30 days. After 30 days, they update and lock in the BTC/USD exchange rate at the current rate. Then they refund the BTC amount equivalent to the dollar amount of the invoice at this rate.

Feel free to get back to us for further assistance.

So really? First you let me wait for months. Then you are telling me that I will be refunded the original euro amount. Than you only refund 60%. And nearly a month later you are telling me that "BitPay only keeps the exposure to the initial invoice exchange rate for 30 days". Does I really have to pay more than 500 Euro for your fault? You gave me a Bitcoin address, I send you the coins, but you did not gave me my money letting me wait for some month and after assuring me to send me back the original euro amount you just send me 40% less claiming it is due to time? REALY?

Furthermore it is not true that it was not confirmed due to low network fees, as I like did replace the fee manually for several times till it was confirmed, which was mor than a week before your card closure. See link to Blockchain: https://blockchain.info/de/tx/b683829464d0819a3fab90c18b4b14a1787aac19d28d41b68d166c7f6dc613d4

Lastly my card had 3000 loaded into it, I now send the requested document for refund 3 times to the mychoicesupport. The first time the transaction we are discussing were included in the refund form so it was rejected. So after correcting it to 3000 euro instead of 6000 euro I dont get any answer anymore at all.

edit:
And the best thing I nearly forgot to mention: After I asked for a refund, they completly removed the 'pending' transctions from my account, so that I am now completly unable to review any details of it, luckily I did save all the relevant data.