I sent an unsupported token to my Freewallet wallet last August. They are stuck despite alerting support of my error! 😣— Stuart G. Hall – @stuartgh (@stuartgh) June 4, 2020
Yes, I admit it, I sent an unsupported token to my Freewallet account last August. So I thought after yesterday’s tweet on the subject I would chart what’s happened. Partly to see what can be done to rectify the situation, and partly because I suspect there’s a wider story here about how the crypto sector needs to get better at dealing with consumer issues if its going to grow from its current community base.
I should say in the relevant support page on listing tokens in Freewallet it states:
“If the transaction of the token was made to your Freewallet address before the token was listed with us, you need to contact our support team for it to become available in your balance. Still, it cannot be done instantly and it does take a while to start supporting a new token, that’s why we recommend you to always make sure that the token is supported prior to sending it.”
On 10th August after I alerted support I received the following friendly response –
support ticket ID is 169025:
Looks like you purchased some tokens that are not supported in our app yet. You can view the full list of supported tokens here.
I`ve forwarded your request to add OCTb token to our development team. Please note that this is not an automated operation. It may take several weeks/months. After we add this token, we will send you step-by-step instructions on how to access your balance.
We highly recommend to always check if the token you are about to send is supported by the receiving service. In cases when a user receives an unsupported token, the transaction is not processed correctly.
Consequently, we have to initiate a lengthy refund process, that depends on when the support of this token will be added.
We will update you once we have news. If you have any questions, let me know, please.
On 10th September I tried again. And again got a friendly reply:
Your case is processing. Sorry for the delay and inconvenience caused.
On 9th October Another email, and the following reply from Paul in support..
Please note that it may take several weeks/months. After we add this token, we will send you step-by-step instructions on how to access your balance.We will contact you as soon as we have any information for you.
And a couple of days later, a reply from Christina..
Thank you for your query!Unfortunately, we can’t manage your tokens before creating support of these tokens.We are working towards a resolution.Hope to resolve it soon.
I waited to the 1st November and asked again..and was rewarded with a reply from Mike
Unfortunately, we don’t support them yet.
We ill contact you as soon as we enable that token.
Thank you for your patience and understanding!
On 11th December, after setting up 2FA authentication on my account (I’m a slower learner!) I checked in with support..
Your request for the refund was sent in processing but we still do not support OCTb tokens. I can’t give you ETA right now, but our Fin team will contact you once we have news.
I am sorry to keep you waiting for so long.
As it was now Jan 2020 I thought I’d check in to see if there’d been any news over the festive break.
We will contact you as soon as we have any updates for you.
But again, no joy from On, though I did get hold of their PR head Solomon Brown’s contact detail..and sent him an email at the end of February:
The problem is that while your support team have been super nice about it, right now it doesn’t look like a solution is in sight, to either list the tokens on Freewallet or find a way to return them.
As a fellow professional I appreciate that such issues negatively impacts on you in the long run, and therefore your workload. So I wanted to connect with you Solomon, to see if you can help me to find a solution?
I pity to see you in this situation. Sometimes such kinds of cases happened with our clients, and we’re always on our customers’ side. We’d like to make a refund for you. However, Freewallet supports a wide range of cryptocurrencies, and we’ll add other tokens gradually. We have a plan and stick to it.
Our support team is informed about your ticket. I’ve transferred your letter to my colleagues, too. We’ll do everything possible. Unfortunately, I can’t tell you a time frame.
Please feel free to contact us and follow Freewallet news concerning new supported tokens.
All the best
It seemed I was at a dead end. I gave Solomon a deadline of 18th March, but still no joy.
So what’s left? To publicise my issue and the wider issue of crypto customer support, and post it in the Twitter thread that starts this article.
Freewallet responded by saying, they were investigating and when they “had news, we’ll update you”.
Here’s my point. That’s the same line they said at the start of the issue in August 2019. Leave it with us!
Dear Stuart, we understand your frustration but retrieving unsupported tokens is technologically complex and requires additional time and resources. Please be assured that we are investigating what we can do at the moment. Once we’ve had news, we’ll update you. Thanks!— Freewallet (@freewalletorg) June 5, 2020