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Below is a copy paste of an email send and respond back from Poloniex on 07/24/17. To protect my critical personal information, I am showing only the content of the email and using Xs where my name would be.
I try to remain optimistic that Poloniex will come through as an exchange but they seem to drag their feet with every opportunity to fix problems. So that Steemit readers will know I did a Google search with the term: Who owns Poloniex and was sent to a Reddit page that lists someone with the acronym of MickD.
Apparently MickD is the CXO ie Chief Experience Officer. I had never seen that title used for corporate executives. I dug around some more and it seems Poloniex is listed as a “virtual corporation”. The Poloniex website lists Wilmington, Delaware as the company location, however the Reddit post lists the corporate location as around Boston.
Below is the email sent to Poloniex this morning.
072417
I just tried to log in with the password I changed about four hours ago and got an error message that the password was Invalid. Really! Problem seems to be the casual manner in which my concerns are addressed. And there is no problem with my email being compromised. Poloniex seems to shift from one simple answer to another without bothering to take a meaningful review of the situation. Please escalate this email to someone who is motivated to do more than the minimum to get me to use my account and access my coins / money.
And so you will understand, if someone closed my support tickets then prior to the tickets being closed I still never received and responses from any customer service people -- and they had more than enough time to acknowledge my ticket requests prior to those requests dissapearing.
Again, please escalate this email to someone who will fix the problem.
-----Original Message-----
From: Poloniex Business Development <bdev@poloniex(.)com>
Sent: Mon, Jul 24, 2017 1:11 pm
Subject: Re: [Case #2017030310001111] Business Development Inquiry - Orders cancelled days ago bu/ 072417 Problems with account access
To: …….@aol.com
You support tickets are marked as "Customer closed" which means that someone who has access to your support account has closed them. If you did not close these tickets yourself you should check to ensure that your email account is secure and that your computer is free of malware.Dear ………..@aol.com,
Best regards,
Michael
Poloniex::Business Development
072417
07241707/24/2017 13:58 - ……...@aol.com wrote:
Hello - I have submitted six tickets since June 2017 and not a single one has been addressed. I have had constant log in problems, changed my password numerous times at which I was then subsequently told to use 2fa authentication that I only used once when I first started using Poloniex.
Today I received an email to change my password as there was a login from a different IP. I have been locked out for 42 days so how could Poloniex allow a login from a different IP when all my attempts to login were deemed invalid?
So I changed my login again this morning and could not access the pages that show my account balance which may have been drained by now. Seems each time I tried to log onto my account for the past six weeks I am automatically frustrated by Poloniex ( software? ). When I try now to log in to submit a new support ticket I get the following page
https://poloniex.freshdesk(.)com/support/tickets/new
Support Center
Welcome xxxxxx xxxxxxx
Edit profile - Sign out
HomeSolutionsTickets
Submit a ticket
Liquid error: undefined method `dom_type' for nil:NilClass
Home Solutions Tickets
-----Original Message-----
From: Poloniex Business Development <bdev@poloniex(.)com>
To: xxxxxxxxxx ..........@aol.com
Sent: Sat, Mar 4, 2017 2:23 pm
Subject: Re: [Case #2017030310001111]
I am also including in this email a summation of my five support tickets ( Support Ticket Requests ) that were erased from Poloniex and never resolved on any level.
https://poloniex.freshdesk.com/support/tickets/xxxxxx
#111111 Support Tickets Requests Have Disappeared Without Resolution
R
Xxxxxx xxxxxxx
, reported 2 minutes ago
07/13/2017
I noticed the support tickets i had submitted between March 2017 and June 9th, 2017 have all disappeared without resolution. There were five support tickets, why have they been removed?
Collectively these tickets were submitted to address:
- Crypto profits that did not post to my account after a successful sale which would have brought that days account balance to $8358.
- The numerous log in problems I had after changing my password.
- Coins disappearing from my account with no explanation.
- As I could not log in I could not access the bitcoin loans I made and or retrieve the profits from those loans. And those loans were never cancelled.
- As i could not log in I could not manage the volatility of any of my coins, which included selling, taking profits, or transferring to other exchanges to profit from arbitrage opportunities.
- And now that I have changed passwords I am presented with a page to also use my 16 character 2FA authentication --- I have only used that 2FA authentication when I initially set up my Poloniex account. As I do not currently have access to that 2FA authentication I submitted a request to Poloniex five days ago for retrieval of that authentication code and have not received any response back.
X
Xxxxxx Xxxxxxxx
I sincerely believe my concerns are being automatically tiered as maybe my account is not large enough by Poloniex standards to warrant customer service.
Please either respond by addressing All my concerns to resolution with an attentive customer service representative or / and escalate my email to https://twitter.com/MickD , CXO @Poloniex - UX & IxD Strategy . MickD is purported to be the owner of Poloniex per Reddit posts.
Thank you, ………..@aol.com
For Steemit readers please notice what follows.
This is the Reddit page. I am posting this because if this problem of an incompetent customer service team from Poloniex is happening to me --- then it is probably happening to a lot of people and maybe Steemit members.
Seriously - who are Poloniex owners? How big is this company? (self.Bitcoin)
submitted 1 month ago by sloth-from-marsredditor for 7 weeks
Does anyone knows for certain who Poloniex owners are? Do they have office? How many people work there? Any recognisable names in staff?
They kind of big now so Im wondering if there is a chance that they go down..
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[–]Mike-Poloniex 11 points 1 month ago
I answered a similar question a few months ago. Only difference being that we're now around 50 people.
Thank you for the feedback, I completely understand where you're coming from and am working to break that perception.
It's honestly not a case that we're hiding anything. Our success at the top of 2016 took us by surprise and we spent all year with our heads down expanding our infrastructure and dev ops. Unfortunately the result was that marketing communications took a back seat.
I'm now just starting to get some breathing room and am building materials that (hopefully) can shed some light on who we are and how Poloniex operates.
What I can tell you in the meantime, if it helps.
We are a 30+ person company and growing rapidly
On top of the 30 we have an incredible legal team (10 deep) that is very on top of the regulatory landscape
We're actively, but quietly, working behind the scenes to help craft decent, sensible, regulations that benefit the entire cryptocurrency community - not just Poloniex. Sometimes publically, but more often anonymously
The company is registered in Delaware but our corporate office is just outside of Boston
Hope this helps.
-Mike
I'm the CXO (Chief Experience Officer). You can find my personal profile here @MickD