Quote from: LoyceV on February 12, 2020, 03:17:31 PM

Quote from: Yatsan on February 10, 2020, 03:37:43 PM

The issue has been resolve and as @best_change explanation it's just frozen account and the money has been claimed by the owner. So I really believe that my fellow DT should remove or at least make their feedback a neutral one, and the flag that has been created should be deleted or at least should be oppose by other DT.

I haven't read everything, but if this is true, I'd say the negative feedback should be removed. This might also help motivate others to do the right thing in a similar situation in the future.
If it becomes clear negative feedback is there to stay even after fixing the accusations, users might be less willing to do the right thing.

I just want to quote the whole thread for any user that will visit this thread, to know that the issue has been resolve and those DT is still not deleting their tag/accusation to the exchange.

Quote from: Changehero.io on January 31, 2020, 02:02:55 PM

Official statement from ChangeHero regarding the case with Sergey M.

On 27/10/2019 supposedly Sergey M. (hereinafter - the User) has made two transactions with the web interface of the ChangeHero service (hereinafter - the Service).

The first transaction was made at 15:15:12 on 27/10/2019. Exchanged 50 USDT20 to XMR. Finished at 15:52:43.
The second transaction was made at 17:11:44 on 27/10/2019. Exchanged 21,010 USDT20 to XMR. The transaction was automatically put on hold due to AML-system being triggered.

Sequence of interactions with the user

The interaction with the User was happening as follows:
On 27/10/2019 at 20:28 the User contacted the Services support team through the chat asking for a refund of his assets because he refused to pass the user verification procedure known as KYC (Know Your Customer). At 21:04 he was provided with the support teams email address, where further communication was occuring;
On 29/10/2019 at 15:55, after consulting with legal experts, the Service has decided to continue verification of the User until the circumstances are completely clarified;
On 01/11/2019 at 14:53 after the Users inquiry, the Service affirmed the refund is possible only after completing the KYC procedure;
On 09/11/2019, as a reply to the previous letter, the User sent an email with his ID, proof of source of part of his funds and screenshots of his exchange account attached to it;
To confirm the Users identity, on 21/12/2019 a Skype call was made after being repeatedly postponed, through the Users fault as well.

During the Skype call, the User was asked a few standard questions, which, in our opinion, could serve as a proof of ownership over the funds:
Which cryptocurrency wallet was used by the User to send the funds to the Service;
Which cryptocurrency wallet was used by the User to receive the funds exchanged by the Service;
Why did the User exchanged his funds not directly on the exchange (at the time of transactions, the rates on the exchange were more favorable);
For what activities does the User utilize his exchange account, from which the funds were sent to the Service.
The User was not able to provide an answer to any of these questions and disconnected from the call, claiming he would call back in 15-20 minutes.

To get more information on the case, during a few days from 21/12/2019 until 17/01/2020 the Service sent inquiries to the exchange from which the funds were sent. The information received from the exchange representatives can be summarized as follows:
The funds were indeed sent from their exchange account;
The account shows the signs of allegedly suspicious activity;
There were no official inquiries from law enforcement regarding this account.

Closing the case

According to the Terms of Use, on 31/01/2020 at 13:39:43 the Service has made a refund to the outgoing Address 0x975f422840ed3729a5b95a60e454e0826b719f4a, Hash: 0x207cc2a75781aecc9b08d6f7e7bfeadce53ff85c7ee509cc79ea8da1b8477d9f. The address will be blacklisted by the Service, and the User or any further operations connected with this address will be blocked.

Despite the unjustified accusations, all the time since the start of the incident, the Users funds were on hold on the Services payin address, were not sent or used in any other transactions.

Concluding the case

ChangeHero is a non-custodial exchange solution. It does not withhold its users assets and balances. It does not require obligatory sign-up.

The Services team adheres to the policy of opposing illegal activities, such as fraud, money laundering, as well as suspicious operations and transactions. The Services policy will not be changed despite the attempts to influence it through public activities, private e-mail and messaging, Services partners etc.

The Service is going to review the communication flow with its customers who refuse to undergo KYC and to resolve similar future cases within 24 hours.

The Service is going to review its Terms of Use to make the conditions of using the Service more clear and understandable to the Users.

The team is sincerely sorry that some of these unjustified accusations and reputation damage were dealt to the BestChange and Indacoin services that have no connection to the transactions in question. We express our gratitude to BestChange and Indacoin for adhering to their Terms of Use and not pressuring ChangeHero to refund the assets in question.

I am still hoping that my fellow DT will do the right thing, or at least somehow they will make a statement why they are not removing their feedback to the exchange that don't do nothing wrong. It's been a long time since the accusation has been proven that the exchange is legit and paying, I am still not sure if they are just ignoring that fact or just didn't see it or care anymore.