Support Inquiry Escalation Thread (Part 1)

welcome to the club sadly

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add +639302693552 to whatsapp and ask to join wirex group, yes we have a lawyer involved and doing it as a group

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Hello,
I’ve an issue because I used the wrong network to send my DAI to wirex. (more than 17k)
I really need you to ask your service provider Bitgo in order to help me recover my coins.

Can you please send an email to bitgo ?

Hello @Alexandre_Wambre,

Due to the fact that this transaction is absent on blockchain, we are unable to identify it and make a refund. Thus, I am afraid that there is not much that we can do on our end, hence this question must be raised with the wallet provider (BSC).

Thank you for understanding.

I have opened the request 1824438 from 18th of december. And I don’t have access to my account for a month. Incredible unsupport…

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Hi @Vinyalo,

I can see, that our agent has contacted you twice and requested to share a video record of your issue during the verification process? Would you be so kind to send it to us?

Thank you in advance!

Hello David,

I can understand you and your feelings. You have every reason to be frustrated, since your request is being processed for a long time, and still was not resolved. I want to emphasize again how sorry we are for the mix up with this situation.
Unfortunately, such requests cannot be handled by the support team directly. What I can do is to try to accelerate the issue, what I actually do.

I hope for your understanding!

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Hi @Mirimanga,

Please be informed that our relevant team continuously working on this matter in order to satisfy your demand and provide you with proper insight and solution.

Thank you for understanding!

Please convert my crypto into £ then return to my verified and linked bank account that I deposited £10k and £7k from a few months ago.

There is nothing more that needs doing than that.

If you can’t do that then you need to tell me why as I’ll assume you have lost or stolen my money then it goes to a police matter.

Refund and close my account you have no right to stop me withdrawing and taking my business elsewhere for obvious reasons.

Please confirm this is done?

Regards

David

@wirexbot don’t work there are be a data violation on Wirex?

My card has been closed never used can I please have it reopened

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It’s not absent, it’s on my address on a different blockchain, i just need the private key to connect to a wallet which is connected to bsc network and send back the coins.
It’s very easy, juste need the private key

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My card been closed and I have tried to contact support but no response

Share prove

Support ticket raised number?

How do I get a support ticket number please help newbie here

Hello @Rachealnak, my apologies in my delayed reply.

Could you please provide me with the reference ticket number? I will be glad to assist you.

Thank you in advance!

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Hello @wirex786, I can completely understand how unhappy you are because of this situation and I am sorry for any inconvenience caused.

Please note that such cases are not processed by the support team directly, which means that we cannot unblock your account from our end. Such cases are always processed by our relevant team and I can state for sure that they will contact you as soon as possible.

Also, I would like to ask you to avoid flooding with messages as this is a violation of the Community Forum rules.

Regards!

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The Wirex app no longer shows the IBAN for my EUR account, so I am unable to top up the account from my local bank.

Also, I am no longer given the option to make a SEPA transfer from the Wirex app to a local bank or a friend’s external EUR account.

Where did these options go, and when will they be back?

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Hello @kas, I am sincerely sorry for your unpleasant experience.

Could you please provide us with the reference ticket number? We will be glad to escalate this for you.

Thank you in advance!

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