Gatehub Error, thousands missing

[wutangfinancial]

I have raised the following issue with Gatehub's support but the matter has not yet been resolved to my satisfaction for at least 8 days. The last communication I had with Gatehub was 5 days ago, since then I have been waiting for a reply.

The Issue:

I decided to move some money off of the Ripple network, so used the "Trade" feature and traded Bitstamp $ for Bitstamp Bitcoin. I was trying to get best execution, so I bought a bunch of odd-lots, some of which didn't fill completely. After the transactions occurred, I then went to send my bitstamp BTC out of the Ripple network, but to my surprise, all the Bitstamp Bitcoin is missing as well as the bitstamp $ I spent on them. Furthermore, I have no "open orders" listed on my account. The funny thing is that all the transactions I made show up in the txn history. So essentially, Gatehub's system realizes that I made all these trades, but has somehow nonetheless lost the proceeds...

I raised this issue with support and sent all my txn hashes. The Support manager's first email was 1 line "did you authorize this txn".

Great start.

Not only is that completely irrelevant to my issue (missing funds) but it's also obviously lawyer talk. So from the get-go, Support was playing defense instead of actually reading my email and trying to understand my problem. Ifeelgoodaboutthis.jpg

Nevertheless, I continued the correspondence, what choice did I have? Yes I authorized the txn, I said as much in my first email... Support then informed me that some of my txn hashes weren't completely filled. Though he did not say so explicitly, I presumed that Support said this because perhaps open orders "lock up" collateral in one's wallet. I had to presume though, because the email I received contained only 1 proposition (he merely stated that some of the txns went unfilled), and didn't seem to think it worthwhile to explain to me why this one, choice proposition was relevant to my issue.... . He simply stated that I had unfilled orders and left me to fill in the rest......Great! that really makes me feel better about the thousands of dollars that are missing from my Wallet.

So I tell myself to calm down, I tell myself "Maybe things at Gatehub are hectic right now and Support doesn't understand my issue." So I kindly reply, explaining to Support that I dont have any open orders, and that't why I dont think that is the issue, and I include all the txn's that were made, in all the proper amounts and prices, and show that either Bitstamp $ or Bitstamp BTC is missing from my wallet, and that login history and txn history proves I have not been hacked....but since then it has been 5 days, no response.

I'm not sure what to do since Support literally left me hanging. Without a telephone number to call at, my only options are to wait, ***** on XRP talk, or seek legal recourse. Obviously I have opted for option 2. What do you guys think, has anyone had a similar issue? I am thinking that my funds are being held by unfilled transactions, but that a bug in Gatehub is not allowing me to see or cancel them. Then again, that could be completely daffy.

Thanks

[jjitalex]

@wutangfinancial So Sorry to hear about your problem(s)... but as we all know for every problem(s) is its own solution(s)...

Gatehub and Bitstamp are Great and Respected Gateways, right now slightly under pressure, victim of their own Succes... Anyway, all this just to tell you, should you have any problem of lengthy return from Gatehub's Customers Support (you're not the only one believe me...)  just through the forum get in touch with Gatehub's Magic Man @enej ...

I'm sure as we all know here he'll do his max to help you and to resolve the issue(s) ASAP...

Be kind Let's know... Take care...

[Mercury]

For inquiries about user-specific GateHub problems, please see the GateHub support website: https://support.gatehub.net/hc/en-us