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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.

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The question is why does it take about 20 days?

We truly understand how irritating waiting could be. In most cases, ETA is about a couple of working days. However, some complicated cases require longer time but we are doing all in our power to speed up processes as fast as we can.
By the way, the funds were returned to the client on June, 19th.

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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.

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Either there is a rule to prevent sending money to any one-time address and thus lose your money or the response of the support team be faster?

Unfortunately, this cannot be controlled from our side as the user sends money from the his/her wallet directly not from Changelly account. We cannot control users' actions in their wallets as well as prevent them sending money from their wallets to non-reusable addresses. Therefore, we have the warning which is shown in advance of processing each fixed-rate transaction.

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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.

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As long as the support team can access the private key for that address, then why does the support team not send money to the user because they will be able to recover it at any time. If the support team cannot access the private key, inform the user about losing his money.

Our support team works 24/7, indeed. However, this particular issue lays within our tech team competence and all requests are processed in the order of the queue.
The address in question is provided by our exchange partner. We don't have any private keys for that address therefore our support team doesn't have any access to it.

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