Quote from: dogecoinist on February 28, 2014, 01:54:30 AM

My friend and I started an account with Kraken in December. We wire transfer a sum of $1800 USD from our bank to Kraken according to the deposit instruction stated on the website. This is 15/01. We contacted Kraken support about the deposit 20/01 and the support reply has been SLOW to the point of unresponsive.

First Kraken asked us for our deposit details, we forwarded our bank statement + email from bank stating that the amount has been transferred. They then state that they are unable to locate the money and the details sent to them was not enough. We then have to ask our bank to launch a trace which cost us additional $20. The report posted here:

F20: Transaction Reference Number
NTI1405100412
F21: Related Reference
0016OT4082665F25
F79: Narrative
ATTN FLORA SIU SG CASH
RE YOUR INQUIRY ADVISING THAT THE BENEF WAS
CLAIMING NON RECEIPT OF YOUR MT 103 REF
0016OT4082665 PAYING USD1,800.00 LESS CHARGES
VALUE 1/15/2014 TO FW122041727 BBCN BANK F/O ACCT
64000-18xxx PAYWARD VENTURES INC.
WE EFFECTED THE PAYMENT ON VALUE DATE VIA FED
IMAD 000480 FOR USD 1,775.00.
WE CONTACTED BBCN BANK WITH YOUR INQUIRY AND
THEY HAVE REPLIED STATING:
PLS BE ADVISED THAT THE BNF WAS
CRDTD 01-15-2014 FOR USD 1,775.00.
END QUOTE
WE TRUST THAT ALL IS NOW IN ORDER AS WE CLOSE OUR
FILE.
REGARDS,
CUSTOMER SERVICE
PLEASE QUOTE OUR REFERENCE
NTI1405100412

The TRACE INDEED SHOWS THAT THE MONEY HAS BEEN CREDITED TO KRAKEN ACCOUNT. ($5 transaction fee deducted). And this is 15/01. Therefore I conclude:

1) Kraken has no idea how much they have on their own deposit and have no access to check their own bank statement at any point of time (internet banking)
2) Kraken by replying so slowly to customer request and not providing a basic telephone number on their website does not care about customer experience at all
3) Worst case- Kraken is out to scam people. (logical conclusion from my experience thus far)

This report was sent to support 2 days ago and we have not received any reply from them. I have also specially went to the bank to obtain a wire transfer receipt and that has also been sent to them.

I hope by sharing here, others can be aware of this issue.

Hi Dogecoinist - I think the agent who helped you with this either made a mistake or was simply confused about where to search, because I found your deposit immediately. I will certainly talk to this agent and make sure the procedure is clear. We couldn't associate it with your Kraken account because the name on the deposit doesn't match the name on your account (and the public account ID didn't come through, which happens sometimes). But unfortunately the funds will have to be returned to you because the name on the bank account has to match the name on the Kraken account. The whole reason we verify your account is so that we know who the funds are coming from (a legal requirement), so we can't accept deposits from different people. I apologize for this, but it's part of regulatory compliance. An agent will be in touch with you to process the return of the funds. We'll certainly reimburse you for the fee paid for the extra search. You didn't receive fast or accurate support on this at all and I'm very sorry for that. We do care about our user experience, but we need to do more to achieve a consistently great experience.