Waiting 2 weeks on a Poloniex support ticket. Is this normal? by alienbutt

poloniex · @alienbutt · Jun 15 '17

$27.55

Waiting 2 weeks on a Poloniex support ticket. Is this normal?

2 weeks ago just after trading $120 SBD into BTC I got an email to say my account had a log in from a new IP address.

Not being the most tec savvy person and very new to using exchanges I froze my account and after following their advice to add 2FA and change passwords and run scans I sat back and waited. Then a few days ago my WinAuth stopped working, I've managed to sort that out and using my secret codes and such like got things back moving, Except Poloniex says my 4 digit code is invalid. this has been added to my existing ticket.

So here I am my account frozen and now my 2FA security saying it's invalid and still no response beyond an automated e-mail after 14 days and 12 hours. (2FA working now for other places, just not Poloniex.)

I did hear support was backlogged and they'd moved trollbox mods over to support but I've not even had a word to say they've started to look into it.

Any thoughts from people who are more experienced, know what they are doing, which I don't.

![alienbutt.jpg](https://steemitimages.com/DQmRJqYyJ36AB39AL7qtt61uVYU3c5WyEsY2yY3uU8EFUVB/alienbutt.jpg)

👍 bobbylee, ezzy, alienbutt, nextgen622, mallorcaman, daveks, doitvoluntarily, majes, opheliafu, sandra, profitgenerator, jason, pickoum, gomeravibz, writesteem, idnit, artem-sokoloff, ocrdu, lajulius, judasp, ihashfury, orenshani7, grildrig, jdbry, digit, field, ninkhisibir, walkerlv, michaellamden68, alol, wetthebeak, toonpunk, jhermanbeans, tata.lucette, cryptofunk, transhuman, bottymcbotface, mrfoot, bola, angels, watchout2017, christiantrail, damiendecoster, theodosis63, medrivevan, finder, simplest, lordoftruth, sergey44, witidnit10, victorious, idnit4, idnit6, idnit8, idnit5, idnit9, idnit2, idnit3, idnit7, idnit1, charm, idnit0, anees, juliash, and 9 others

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@mallorcaman · Jun 15 '17

$2.71

Total nightmare, I really hope you can get this solved as soon as possible. Nothing worse than bad customer support from an exchange with stuck coins.

👍 mallorcaman, alienbutt

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@alienbutt · Jun 15 '17

Not sure wether to open a new account and chalk the frozen coins to experience or wait. used bitshare last week as an exchange but they seem to be having issues with SBD and steem deposits too.

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@mallorcaman · Jun 15 '17

$2.73

I always use bittrex  for sbd and steem trades and have never had a problem. I would just send a few more tickets and wait in your situation

👍 mallorcaman, alienbutt, proctologic

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@doitvoluntarily · Jun 15 '17

$1.27

2 weeks??? man it's gotten worse it seems

👍 alienbutt

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@alienbutt · Jun 15 '17

I was expecting a week as I knew there was a backlog but I would hope for at least an update.

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@nezaigor · Jun 15 '17

$1.27

Very informative post. I love quality posts.

👍 alienbutt

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@toonpunk · Jun 15 '17

$1.24

I've been waiting a month :(

👍 alienbutt, proctologic

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@alienbutt · Jun 15 '17

So I've still a fair while to wait, just hope the value of my BTC has increased by the time it is finally sorted.

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@toonpunk · Jun 15 '17

$1.22

yes that's the positive spin I put on it too :)

👍 alienbutt

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@watchout2017 · Jun 15 '17

$1.22

This wasnt normal before, but things are changing.  Companies are haulting to recoever lost coins/mining/etc so they shut down trades.  In this case they are using the funds to purchase ICO.  Please read my last post and read my others because I am ALL over this.  

Be very careful in these next months.

https://steemit.com/money/@watchout2017/exposed-the-secret-scams-of-coinbase-bittrex-kraken-and-btc-e

@watchout2017

Domi
upvote/max/follow

👍 alienbutt

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@davidnx · Jun 20 '17

$3.75

So, it looks like I have a long wait, too!

Yesterday, I transferred Steem from my SteemIt wallet to Polinex. Everything checks out correctly and it can be seen in the block explorer and also shows as a deposit in their wallet with the correct memo, but nothing shows as a deposit on the Polinex exchange.

It would be great if they could at least give some info on average support ticket waiting times. Even if the waiting times are long, at least people would know that they haven't simply been forgotten.

👍 alienbutt, davidnx

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@vibhorsp · Dec 19 '17

Waiting from past 3 months. Still not solution , Huge BCH got stucked. Feeling like I have lost them.

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`root_title`	"Waiting 2 weeks on a Poloniex support ticket. Is this normal?"
`beneficiaries`	`[]`
`max_accepted_payout`	1,000,000.000 SBD
`percent_steem_dollars`	10,000