I used them in October lol but JUST transfered my .5 BTC to my wallet TODAY. I couldn't access anything and they resolved it for me right away. The only way I could get in touch with them was twitter @btcquick or email jerrod@btcquick.com. I am 100% satisfied with them giving me my .5 BTC now valued at $420 then only $75 especially if they had any problems at some point. Try those points of contact and I bet you'll get a response.