Contis chargebacks does not work

I sent a request more than a month ago for the return of the funds from the old Contis account and I have not received anything.

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Hi @botana,
Since Contis has closed all Wirex Visa card accounts on 16.03.2021, we do not have access to them anymore.

You can make queries regarding a closed account and transfer refunds by contacting redemptions@contis.com. Please find the email template for the query via the following link:
Visa card account FAQ

Regards!

I also made a request and don’t seem to get any answer from them.
In my case it was refund to my visa card so nothing I could have to avoid it.
Wirex cleaning their hands on this, is one more attitude that really shows how much they (don’t) care about their customers.
ok, Wirex doesn’t have access to the visa accounts but has access to Contis personnel and should do an effort to clear these chargebacks lags with them.

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Hi @rapaz, we are very sorry that you did not receive a response from Contis. Unfortunately, we do not have the right to contact Contis with such requests. All transaction details Contis can provide only to clients directly. We hope for your understanding.

Have a nice day!

I sent the fulfilled template email to Contis on 25 March. Their reply was as follows:

Dear Customer
Thank you for contacting the Contis Redemptions Team.
If you have contacted us to redeem the funds in your account this will be processed in the next 7-10 days.
If you have contacted us with a general query we will look to respond in the next 7-10 days.
If your query relates to the new Mastercard programme please refer to www .wirexapp. com/help
Kind regards

The Contis Redemptions Team

But more than a month has passed and no refund has been made.

Hi @botana! Unfortunately, there is not much we can do about it on our side. As we communicated on several occasions, we no longer co-operate with Contis and we do not have access to the closed VISA cards or accounts. And since March, 16 we are not entitled to withdraw funds from these bank accounts. It is only possible to do by contacting Contis directly.

We hope for your understanding in this situation.

And in mine, less even. I opened the account with Wirex, not Contis, and it is up to you to make sure that these funds are returned.

If Contis does not comply, it is up to your legal services to take the necessary steps to ensure that these funds are returned.

Dear @botana, we surely understand your frustration with this issue. In order to prevent such unfortunate cases, we had previously communicated this to our users before the date when we stopped our co-operation with Contis. If it were up to us, we would be glad to assist, however, we are not entitled to withdraw funds from these accounts or submit such requests to Contis. In case something changes and we are able to resolve this, we will be happy to help.

Support is basically useless, both chat and ticket system, I’ve been waiting for more than 2 months to get a simple correction on my plan to investor level and no one seems to be able to give a meaningful explanation why this is taking so long. Meanwhile all the money I spent during these months, didn’t provide me the promoted cryptobacks rewards and benefits.
The only things I receive from Wirex are emails, banners and notifications talking about the fantastic reward system and occasionally the infuriating “ticket 396975 was escalated, you will be updated shortly”.
I was a WIREX believer and level 3 investor but today I have to say that I’m really disappointed where this company is going - one that doesn’t seem to care about good customer service.

@rapaz, we are sorry this issue is taking so much time to be resolved, please, check your email for the update. We hope for a quick resolution of this case.

Kind regards!

I’m not sure why my message above was brought into this topic - and the original topic was close.
The issue I have 396975 has nothing to do with Contis.
Anyway, to everyone that told me support will update me shortly (@Maryna_Wirex @Yuliia_Wirex @Ali_Wirex ) I want to say that I appreciate the vague and useless update they send me over and over but reality is that my issue didn’t move a bit.
3 months now. :frowning:

Good afternoon everyone.
I am in the same situation as you, and wirex does not help me. And you tell me that I sent you Wirex account number in Euros or Dollars, when Wirex no longer has one.
Amazing

Hello @Anastasiia_Wirex
more than 1 month has passed and i’m still waiting for my ticket to be resolved.

It looks like Wirex support is one of those unsolved mysteries - do it really exists?
or it’s just an imaginary group to where our tickets peacefully die?
I do have a couple of tickets that somehow got lost in that black hole.
Sometimes, at night, I hear a far echo humming “they will update you shortly…”
but unfortunately that valid, concise and professional update never arrives…
:frowning:

It looks like Wirex support is one of those unsolved mysteries - do it really exists?
or it’s just an imaginary group to where our tickets peacefully die?
I do have a couple of tickets that somehow got lost in that black hole.
Sometimes, at night, I hear a far echo humming “they will update you shortly…”
but unfortunately that valid, concise and professional update never arrives…

I still have no replies to mine either

ok it looks like i’m not alone. :slight_smile:

Dear @rapaz, I am sincerely sorry to hear the resolution of your issue is delayed. I have now escalated your case to the highest priority, which means it will be processed as soon as possible. You will be updated via the ticket accordingly once it is done.

Warm regards!

Hello @Fran-33, thank you for taking the time writing to us.

As we’ve communicated before, Contis closed all Wirex Visa card and bank accounts on 16.03.2021.
In case you have questions regarding your bank transfers, old card transactions, balances, refunds, statements, etc. please contact Contis directly as it is described here:

Regards!

Still didn’t receive my remaining balance after almost 2 month’s

Did send my first email to redemtions@contis.com including redemption form at 24th march 2021 to Contis and replied that they would work it out within 8 working days.

The second email on the 13th of April 2021 I asked what is going on with the redemption of my remaining funds and the replied with following message.
" USD Accounts:

Once we have confirmed your identity your funds will be transferred securely to Wirex who will credit your new USD Mastercard account. Please note this can take up to 7 days. If you would like to discuss this credit with Wirex then please contact wirexapp.com_help_request_create

Please contact Wirex as they are completing the USD redemptions, and you details were already confirmed to them."

Why USD accounts, I had a EUR account, do they even check what is going on?

The third email I did sent at the 5th of Mai 2021 and till now they didn’t even reply on it.

Please Wirex, give clear answers to us what is going on there and don’t talk about that you did inform us about closing the VISA card on the 16th of March 2021, because we now about that now and afterward we follow the instructions you gave us about the redemption form and nothing happens.

Sincerely,
Wolter de Vries