Just to let the community know about my experiences:
Last week I used the implemented "swap" function within myetherwallet to get some ETH with BTC.
They partnered up with changelly for that, so I thought it's trustworthy and made the transfer.
Due to a bug in changellys system (didn't update to the new hash after a "replace by fee" for a quicker BTC transfer, it took me a week to reach them (they didn't response to my emails).
We are sorry to hear that your weren't satisfied with our services but we want to clarify the matter in order to avoid any possible misunderstanding. We've checked the issue with our support team and it seems that you created 2 fixed rate transactions and sent funds twice to a non-reusable address, which is prohibited by Changelly's
Terms of Use 2.6.3, and for that, we have the appropriate warning for all users at the Confirmation step - >
https://imgur.com/a/6b3N5l6.
Please kindly note that the transaction cannot be processed when a user sent crypto assets to a previously used one-time address that had been generated for a Fixed exchange rate transaction or a Floating exchange rate transaction.
All Fixed exchange rate option addresses are non-reusable. Therefore, the issue lays not in the invalid
hash or inability to update it, but a double transfer to the non-reusable address.
We do assure you that your funds are not lost. Our technical team will do everything in their power to shorten the time of your refund. It is also worthy to mention that we make refunds manually and each case requires extra attention to avoid the risk of double-spend. So we kindly ask you to wait for a while until you get your money back.
In addiction, as we strive to provide the most seamless and instant support to our users, we'd like to know more about the delay in response from our side. Therefore, for internal investigation, we need the email you used for communication - please DM us.