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At what rate did you convert BTC to ETH? The one you sent or installed a new one? If the exchange rate has become unprofitable, will you require them to recalculate the exchange rate?
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Not sure, looks like  it may take several weeks. Here is the answer

Your refund has already been initiated and waiting for further review and execution.
We are trying to expedite this process to the best we can and it will be completed as soon as those further checks are completed. We will be in touch with you as soon as there is an update.