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Re: [ANN] KRAKEN.COM - Exchange with USD EUR GBP JPY CAD BTC LTC XRP NMC XDG STR ETH
by
MohAli59
on 17/01/2018, 18:46:22 UTC
Quote from: Kraken-Septimus on January 17, 2018, 01:40:20 PM
Quote from: MohAli59 on January 17, 2018, 08:18:31 AM
Dear Kraken,

On the 3rd of January I wrote you this regarding case number 1070112 (open since December 12th):

Dear Kraken,

I have had an issue for 3 weeks and have sent several emails about this. I keep getting the same reply. I got locked out of my account on December 12th after I added an ethereum withdrawal address. I followed the guide on your website, changed my password and used 2FA. The password was changed but the account still shows locked when I log in. The request number is 1070112. I need the account to be unlocked but cannot seem to get ANY response from your support team.

----------

A few days afterwards I received an answer asking me to use a Google link to escalate the case, and a few days after that an email from your support asking me for a lot of information. I provided that information the next day. Your support crew member then replied (also a few days afterwards) that the request would be forwarded to your Account Access specialists. This was 10 days ago!!! Since then there has been no reply whatsoever, even when I replied the support crew email asking for a status. My account has now been locked, funds and all, for over 5 weeks!!!!!!! I HAVE PROVIDED YOU ALL THE DETAILS YOU HAVE ASKED FOR!!!! This should have been enough to release the account. I have funds in the account I cannot access. This case needs to be resolved yesterday, you cannot deal with clients in this way!!!!



Hi MohAli59. It looks like your old ticket was merged into the newer ticket which is causing further delays. In the future, please only open one ticket for each issue as opening more than one will only cause further delays.

Please escalate your new ticket (1105317) using the same /forms/2VolutBY6HBGJRRA3]google form and an account access specialist will be with you as soon as possible. Thanks for understanding.



This sounds to me like nothing more than an excuse. I have given EVA (support) all the information as requested. She replied only that an Account Access specialists would look into the matter, nothing about any merged tickets and no replies whatsoever since then. Instead of excuses and more useless forms, why not just have someone get off his lazy behind and solve the matter?!?!
Post
Topic
Board Exchanges
Re: [ANN] KRAKEN.COM - Exchange with USD EUR GBP JPY CAD BTC LTC XRP NMC XDG STR ETH
by
MohAli59
on 17/01/2018, 08:18:31 UTC
Dear Kraken,

On the 3rd of January I wrote you this regarding case number 1070112 (open since December 12th):

Dear Kraken,

I have had an issue for 3 weeks and have sent several emails about this. I keep getting the same reply. I got locked out of my account on December 12th after I added an ethereum withdrawal address. I followed the guide on your website, changed my password and used 2FA. The password was changed but the account still shows locked when I log in. The request number is 1070112. I need the account to be unlocked but cannot seem to get ANY response from your support team.

----------

A few days afterwards I received an answer asking me to use a Google link to escalate the case, and a few days after that an email from your support asking me for a lot of information. I provided that information the next day. Your support crew member then replied (also a few days afterwards) that the request would be forwarded to your Account Access specialists. This was 10 days ago!!! Since then there has been no reply whatsoever, even when I replied the support crew email asking for a status. My account has now been locked, funds and all, for over 5 weeks!!!!!!! I HAVE PROVIDED YOU ALL THE DETAILS YOU HAVE ASKED FOR!!!! This should have been enough to release the account. I have funds in the account I cannot access. This case needs to be resolved yesterday, you cannot deal with clients in this way!!!!

Post
Topic
Board Exchanges
Re: [ANN] KRAKEN.COM - Exchange with USD EUR GBP JPY CAD BTC LTC XRP NMC XDG STR ETH
by
MohAli59
on 06/01/2018, 09:36:51 UTC
Quote from: MohAli59 on January 03, 2018, 04:10:22 PM
Dear Kraken,

I have had an issue for 3 weeks and have sent several emails about this. I keep getting the same reply. I got locked out of my account on December 12th after I added an ethereum withdrawal address. I followed the guide on your website, changed my password and used 2FA. The password was changed but the account still shows locked when I log in. The request number is 107112. I need the account to be unlocked but cannot seem to get ANY response from your support team.

Hi MohAli59. I'm sorry to hear that you're locked out of your account. You can escalate your ticket's priority by filling out /forms/2VolutBY6HBGJRRA3]this form. Thanks for your patience.
[/quote]

I have escalated the matter immediately after your reply, but still NOTHING from Kraken. We are going into the 4th week that my account is locked. The description on your website on how to unlock an account by using 2FA and changing the password does nothing and is not accurate at all. Annoyance is building up to a boiling point.
Post
Topic
Board Exchanges
Re: [ANN] KRAKEN.COM - Exchange with USD EUR GBP JPY CAD BTC LTC XRP NMC XDG STR ETH
by
MohAli59
on 03/01/2018, 16:10:22 UTC
Dear Kraken,

I have had an issue for 3 weeks and have sent several emails about this. I keep getting the same reply. I got locked out of my account on December 12th after I added an ethereum withdrawal address. I followed the guide on your website, changed my password and used 2FA. The password was changed but the account still shows locked when I log in. The request number is 107112. I need the account to be unlocked but cannot seem to get ANY response from your support team.