Quote from: Craftbeer on June 16, 2020, 03:14:48 PM

Their answer: "It takes 20 working days"

This is simply too much. Close to an entire month just to iron it out? That could only mean poor service.

Whether it is your fault or theirs, it shouldn't take that long for the assistance or the final decision to arrive.

Quote

It's their mistake...

To be fair to Changelly, are you aware that you are actually sending to a non-reusable address?

Quote from: Changelly on Today at 09:36:31 AM

Quote from: Craftbeer on June 16, 2020, 03:14:48 PM

~snip~

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.

1. I am just curious. So, right now, the client's $1,500 is actually in your custody? By saying that the funds are not lost and that you can do a refund, do you mean you have access to that fund? I was thinking you are a non-custodial service acting only as an intermediary.

2. If a non-reusable address has already been used, is it not possible for a second sending transaction to just result into an error? So that no time will be wasted from both parties.

3. Apparently, your support is wanting. Although you claim to have it 24/7, this particular incident speaks of the same poor support mentioned in your feedback years ago.