I sent the letter on guarantee 5 days ago, they didn’t even reply to ask about the note key, I was simply ignored. Still ignored , I was very polite in all the emails, all forum posts on day 1, 2 and 3. I even called myself stupid and took the blame, despite the hosting issues playing a part , still they didn’t reply till now.
Why would we reply to ask about the note key? If you had it then you wouldn't have to contact us in the first place. Calling us scammers certainly doesn't help the situation either as you've clearly stated yourself that
you made a mistake, and besides that the amount in question is literally tens of times smaller than what we're paying for the signature campaign on a weekly basis so it would make no sense at all to try and scam you.
In your emails you're also stating things like 'ill qietly go away just pay me my 200$ back' and accusing us of 'farming engagement' with your situation, which is certainly not true and very upsetting to read.
Like we said we will leave this situation for the community to decide, if people agree you should get refunded then you will, if they don't you won't. Simple as that, we are not planning to tarnish our reputation for anyone or any amount, much less for someone that can't accept responsibility for his own actions and falsely blames everything on someone else while believing he's entitled to special treatment all at the same time.
From our POV not replying to your emails is completely warranted because if we play by the rules you lose your private key - you lose access to your funds so there's no point to discuss anything. We understand that the communities position is that we should reply even in cases like this and we will do that from now on, but we still fail to see how that would help the user in question. Anyways we'll let the others do the judging and if they are on your side post the refund address here and we will send your funds there.
So basically the question is, again: should we refund if the user only has the guarantee letter but not the private key, or should we stick to the rule that if you lose the private key you lose access to your funds?
I (still) haven't tested WWM (sorry, I couldn't resist making up this nickname) myself, so forgive me if I ask something dumb, but: what is the point of a Letter of Guarantee if it can't be used as evidence?
The letter of guarantee is useful if any edge cases happen, for example we had a situation in the past days where someone used RBF to bump their fee for the deposit transaction and the new txid wasn't picked up by the system. Other than these very rare edge cases there shouldn't be any situation where you ever have to contact support as long as you have your Note private key and you followed the deposit steps.
Over the weekend we will present the possible upgrades we can do to the system and hopefully this will prevent any situation like the above happening again besides multiple other advantages.