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imbahzor

Gatehub, you need to start supporting your users

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Hello,

i have recently started using Gatehub, and the first experience one gets with it is how incredibly bad the support is, it is as if you do not understand that you are dealing with peoples money.

The first thing i did when i got gatehub was to shapeshift some XRP to allow me to use the Gatehub BTC wallet, i could have shapeshifted all of the BTC, but i did not trust shapeshift.
I later sent the rest of my BTC over to the Wallet ID of my gatehub fifth wallet, they have been sitting in the blockchain as confirmed, but nothing is happening in gatehub, i sent support a mail, got auto reply or a template as a response... i do have confidence that the money will show up, but when you are dealing with peoples money you have to become alot better at your customer service, send real replies, understand that you are dealing with money and not just some fictional values...

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They are busy, but they work on a better support for the customers.  Give them time to get the infrastructure done. They have a lot of Gatehub users. with a small team. They also need the time to educate the team of workers for support.

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38 minutes ago, Woestekip said:

They are busy, but they work on a better support for the customers.  Give them time to get the infrastructure done. They have a lot of Gatehub users. with a small team. They also need the time to educate the team of workers for support.

If they cant hire more staff now,  when would they..?  If members are suffering for long time and they cant do much  then either they are in wrong business or they have chewed more than they can eat. I have been waiting for reply for over a month. Is that ok...?, when every day matters in this rapidly changing markets.

Edited by Rchopra

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44 minutes ago, Woestekip said:

They are busy, but they work on a better support for the customers.  Give them time to get the infrastructure done. They have a lot of Gatehub users. with a small team. They also need the time to educate the team of workers for support.

I signed up with Gatehub 3 months ago. From what I read on here, the customer service support has only gotten worse, not better. 

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3 hours ago, imbahzor said:

Hello,

i have recently started using Gatehub, and the first experience one gets with it is how incredibly bad the support is, it is as if you do not understand that you are dealing with peoples money.

The first thing i did when i got gatehub was to shapeshift some XRP to allow me to use the Gatehub BTC wallet, i could have shapeshifted all of the BTC, but i did not trust shapeshift.
I later sent the rest of my BTC over to the Wallet ID of my gatehub fifth wallet, they have been sitting in the blockchain as confirmed, but nothing is happening in gatehub, i sent support a mail, got auto reply or a template as a response... i do have confidence that the money will show up, but when you are dealing with peoples money you have to become alot better at your customer service, send real replies, understand that you are dealing with money and not just some fictional values...

takes 2-4 hour to show

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i am also really, incredibly disappointed by gatehub lately, they've really dropped the ball

i cannot tell you how many folks that would/could have got into ripple have been put off or frustrated by the experience of gatehub

it's just been a catastrophe for most of my friends and i wish i'd never recommended them now

which is a shame, because at the start of this year i'd have given glowing reviews on all counts

inability to scale -- no excuse, what did they think would happen?! were they expecting not to grow?

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I totally agree with all the comments as to Gatehub's performance in support, being a newbie to the crypto world (1 year) I decided to carry out some due diligence by mainly by processing a number of transactions IE: transfer of funds from Australian bank account---transferring of xrp to Bitstamp---transferring bitcoin to Gatehub from BTC markets etc etc. The most recent being a small sale of XRP (at a profit) with the funds supposedly going into my British bank account this took place on the 16/5/17 after approx 1 week nothing received, advice was sent to Gatehub re the situation and to date, over 1 month later no funds received and only an auto generated script has been received from Gatehub even though numerous follow up emails have be sent by me. I have followed this up with my bank in the UK and they confirm no funds received !!! they advise they need the Field 20 reference number to pursue their investigation but as Gatehub do not respond I'm totally lost. Has anyone had similar experiences ?

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45 minutes ago, zerpdigger said:

i am also really, incredibly disappointed by gatehub lately, they've really dropped the ball

i cannot tell you how many folks that would/could have got into ripple have been put off or frustrated by the experience of gatehub

it's just been a catastrophe for most of my friends and i wish i'd never recommended them now

which is a shame, because at the start of this year i'd have given glowing reviews on all counts

inability to scale -- no excuse, what did they think would happen?! were they expecting not to grow?

100% agreed. Looking at their capacities, Sometimes i wonder if my money is safe with them..?

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YOUR MONEY IS SAFE at Gatehub.  JUST WRITE YOUR SECRET KEY, GATUHUB USE THE RIPPLE NETWORK!  THAT IS A LOT BETTER THEN OTHER Hosted wallets you will use. But people doesn,t understand that. Understand Gatehub has a small team, but they working to do that right.  Gatehub has a big potention to do that! I HAVE ALSO FIRM, I UNDERSTAND THAT SUPPORT COST A LOT OF TIME, there are coming more and more users at Gatehub. What is more important the infrastructure or support? 

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Woestekip I admire your confidence and hope you are correct, but when you have been waiting a month to ascertain where your missing $$$$$$ are it is cause for very great concern !!

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I've had a similar experience recently with Gatehub. My previous transactions earlier this year from an Australian bank were completed within a week. My latest transaction (deposit into Gatehub) has now been pending for over 2 weeks. I've tried contacting Support with no response received to date.

I'm also in the same boat of having recommended Gatehub to friends and family looking to purchase XRP. Are there highly recommended alternatives? I'm open to suggestions right now.

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Updating on the above. My funds have now transferred and everything seems to be running smoothly with Gatehub. My confidence has been reinstated.

Wonder if it is not the slow moving and high error rates on wire transfers -SWIFT- one has to complain

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