お疲れ様です!

今回の記事は未完で終わります。未完なら読む必要なしという方は、読まなくても全然大丈夫です!
ただ、本当に困っているからこのブログにたどり着いたんだと思います。
進捗があったら更新していきますので、ちょこちょこおいで下さいませ。

スポンサーリンク

ことの成り行き

私からの誘いで友人が3ヶ月ほど前よりBittrexで開設をしました。

が!

アカウントがエンハンスに変わらないんですね。

私の場合1時間ほどでパスポート提出後エンハンスになったので、大丈夫だよと言っていました。

しかし、1時間待てど、1日待てど、1週間待てど更新されない。

友人はメールを送って進捗を確認しましたが、その時の返信は

”ちょっと待っとけ”

登録し1.5ヶ月!ついに発見!

その後彼はいろいろな方法を探し、ついに探し当てたんですね。

”日本人は免許証に英語で情報を記載して、セルフィーで送れば承認される”

こういう日本記事を見つけたんです。

早速私が撮って、彼に渡し、彼はすぐにBittrex サポートへ送りました。

その返信を要約すると

”お前、前にも問い合わせしたやろ?チケット番号があるから、それどおりにやってもらわないと困る。とりあえず今回のやつはこっちで処理してチケット番号に合わせとくから”

チケット番号ってのはサポートをしやすくするために、メールにナンバリングするんですね。

ただ、返信もまともにしないくせに、この言い方(受け取り側の印象w)は無いやろと思いましたね。

そして挙げ句の果てには、

Dear xxxx@xxxxx.com
Over the past couple of months, Bittrex has been in the process of improving its identity verification procedures.  There are a number of reasons to improve our processes, including that improved identity procedures help protect Bittrex users from theft and fraud, and prevent abuse of the Bittrex platform.  In addition, Bittrex must comply with the Bank Secrecy Act, U.S. economic sanctions laws, and other legal and regulatory requirements.  Bittrex takes these compliance obligations seriously.  We are committed to making sure our services are not used to launder money, support terrorism, commit fraud or other illegal activities.
We understand that our verification process can be frustrating or a hassle.  We have heard your complaints and are working promptly to address each individual support ticket in our system.  But, we cannot do this without the help of our customers.  We have provided below a list of common mistakes or issues that arise during our improved identity verification process that tends to increase the delay in completing the process successfully:
  1. Creating multiple accounts associated with a single individual or entity:  Unless you have received prior approval from Bittrex, our system will disable all additional accounts associated with a single individual or entity.  This issue needs to be resolved manually by our support staff.  Given the necessity of manual intervention and the number of tickets we have received lately, there have been significant delays in resolving these issues.  Please do not create multiple accounts.
  2. Name mismatch: If your government issued ID has a different name than the one you provided to Bittrex, your account will not be able to withdraw funds until we resolve the name mismatch.  This issue needs to be resolved manually by our support staff.  Given the necessity of manual intervention and the number of tickets we have received lately, there have been significant delays in resolving these issues.
  3. Unreadable IDs: If your ID is not readable or otherwise unable to be verified as a legitimately issued government ID, we will not allow you to proceed with our improved identity verification process.  Please ensure that the picture of your government issued ID is clear.
  4. Non-Latin characters on the Government IDs:  There are some countries where government IDs do not support the Latin character set.  For these IDs, there are additional steps that Bittrex will need to take to verify the information on the ID, often including manual intervention.  Given the number of tickets we have received lately, there have been significant delays in resolving these issues.  Using international passports generally makes the process move more smoothly as these passports support Latin characters.
  5. Opening multiple support tickets: We have noticed that users are opening multiple tickets with regards to the same issue.  While we understand that the delay can be frustrating, please do not open multiple tickets for the same issue as this will cause your support request to be delayed.
Although this is not an exhaustive list, we wanted to provide some context for the delay in responding to individual support tickets.  We trust that you understand Bittrex is committed to following the law and ensuring that it has a robust compliance program.  We ask for your patience and cooperation throughout this process.
The Bittrex Team

一斉送信メールで下記内容簡単に説明しますと、下記要項に当てはまってるから認証できません。再度見直して申請して下さい。

お前wこのやろうw一斉メールで済ませてんじゃねぇよって感じです。

Bittrex動き始める

色んな所で書かれまくってるわけです。

Bittrex scam from Bitcoin

これは12月頭らへんですね。

”Bittrexは詐欺だ!”

と書かれているわけです。

やっとBittrex動き始めます。

友人のところへ来たメールです。

Dear xxxxxx,

On behalf of Bittrex I would like to apologize that your support ticket has not yet been resolved. I understand it is frustrating to have an account issue. I want to assure you personally that everyone on my team is working hard to solve this problem.

Due to an unprecedented amount of growth we are experiencing a longer than normal wait time resolving customer requests. I apologize greatly for this extended wait and would like to inform you that we are addressing this issue as quickly possible.

We are actively training new personnel and streamlining our processes to better handle the increased demand. Specifically, in the next week, Bittrex will be more than doubling our current support staff to handle the growth. The hiring of support agents will continue until we can provide the support our customers expect.

What can you do to help expedite a response from us?

• Duplicate tickets often slow down our agents and their ability to assist our customers. If you submitted two or more tickets for the same issue we kindly ask that you close the newer tickets, leaving your oldest ticket open.

• Using the proper form when submitting a support request is very important. Oftentimes the wrong form can lead to a wrong response and unfortunate delays in solving your tickets.

• If your issue has already been solved, please login to https://support.bittrex.com and delete any duplicate or outstanding tickets. Doing so will greatly enhance our ability to assist other customers.

We understand that waiting can be frustrating and we appreciate your patience and understanding while we scale our support team to handle the increased
demand.

My sincerest apologies,

名前伏せます
Director of Support

もうね、やっとサポートの人間が名前を出して謝りまくっているわけです。

サポートメンバーも数を増やして(倍ぐらい?)全力でやっていきます。と

きちんとしたヘッダーと、フッター挨拶まで添えてです。

ですが謝罪が欲しいのでは無く、随時進捗を聞きたいわけです。

進捗がなくなれば利用者は不安になり、それが怒りに変わります。

何にせよ。進捗が待ち遠しい状態ですね。

また進捗があり次第記事にさせていただきます。

ではまた!