To Bittrex with Frustration
Hi everyone,
If you have been following me since last year you may well recall that I had an incident with my Bittrex account. The long-and-short of it are that I had about $1000-worth of crypto in my account and all but like $12 was stolen in a single day. I sent in a support ticket or 5 and the only responses I got were, essentially, (paraphrasing) "we're super-busy so we can't help you right now". Well, after 2 1/2 months I finally got an actual response.
Frustrated and Hurt by the Response
I'm going to use my own paraphrasing because I just don't feel like dredging up the email and making myself hurt even more. It's bad enough knowing what they said... and I know much was probably just stock statements and suggestions; however, let's show some better customer support to those that have been hurt by your site.
Basically, all Bittrex Support said was this: YOU must be to blame, too bad so sad (Obviously my own interpretation, but I think it applies still).
I understand they don't want to go through the work of getting my cryptocurrency amounts back in order. I get that they think they can do nothing. I get the fact that they just don't care whether I have money or not. All of that is neither here nor there.
I also understand that I might be opening a Hornet's Nest with this post, but I'm very frustrated by this response. Is it going to cause me to do bad things? No, because it's only money. I don't care all that much about the money itself. I really don't and those that know me well should be able to attest to that. Now, I do like stirring the pot a bit every now and again if I think the topic is important enough.
What IS the importance of Money?
I think money is fairly important in today's society... we don't live in bartering times. Not anymore, at least. So money kind of acts as the grease on that squeaky wheel (or at least buys the grease for that squeaky wheel). Not to mention that food, shelter, and most of our needs as Humans relies on having money to obtain it.
I know I could go live in some remote location and probably have all that I need to live and survive. Some have already done this. That option's not for me, though.
So it is that I kind of need money, at least insofar as to pay bills, buy food, buy clothes and fix things when needed. So money, in the end, is pretty important.
Now, on to a more delicate subject... calling out the whole of the Blockchain...
Blockchain, I am Calling You Out!!
I love the premise of the blockchain, especially as it pertains to Steemit. The blockchain gives us the ability to store every single transaction in a visible ledger for anyone to see who can connect over to it. It is like an Open Source application that is locked-down by verification calculations.
The other thing that the blockchain does is to connect people to information and other people. It's a microcosm of the internet as a whole, but a secured and locked-down microcosm. At its core, that's a pretty damn good thing for Mankind to have designed and developed.It provides for Steemit to be censorship-free (well, censorship-light... flagging and downvoting is a thing, after all) and open to public scrutiny.
What else does the blockchain do? From my experience with Stolen Cryptocurrency: not much else, and I'll explain why I say that.
Not Much More Remains
What I mean by this is that the blockchain beneath my wallet-strong Cryptocurrencies was not secure, transparent, or trackable... or was it? I think it was; and @bittrex and the Bittrex Support Team is untrained in how to follow blatantly-visible breadcrumbs. I can understand that, as I'm not well-versed in such Forensic-style traces. Just admit it.
Here's the thing (and if you're more knowledgeable about the blockchain and can put words to why I'm incorrect, I'll openly admit I'm wrong... in the comments): if it's on the blockchain, it's networked between transactions.
My 4-Step Forensic File (the 10-Thousand-Foot View)
- Each Bittrex Order (buy and sell) has a Transaction that is cemented on the blockchain.
- That Transaction ID is a marker that can be followed.
- Since information is networked and stored on the blockchain, one could follow that Transaction from my account to the Wallet/Account of the thief.
- From there, one with enough sway and power could help in bringing Legal Action against said Thief, with the proof being the Transaction that does not lead to my own accounts.
I mean, the blockchain is like the biggest Loaf of Bread being torn into breadcrumbs for anyone with the knowledge and experience to follow.
One last thing: Shame on you, Bittrex Support, for blaming the victim (myself in this case) and saying "you should not have done this or this or this..." (they gave me about 3 pages worth of things that I must have done wrong). While I know I was opened-up without the 2FA in place (which was the one that they only glossed over), I would still believe they could track down the culprit and at least admit this can be done.
I honestly didn't expect to get my funds back, but I do not like being blamed for someone else's malicious actions. It's like going to a Car Accident with a Drunk Driver and telling someone that's injured, lying on the road and bleeding "this is your fault for driving here at this moment"... that would be a ludicrous comment.
I would love to hear a retraction and apology email from Bittrex Support to me for making me feel like I was at fault. Well, now my feelings and words are going to be on the blockchain. I apologize to anyone that this offends and I feel bad for anyone that has went through this situation.
Personal Disclaimer:
My thoughts are my own and I put them up under scrutiny for the reprisal that may come from it.
Good post man, though am a newbie here but I know what it means and how you felt losing all one had worked for within a second, sincerely yours @dbzfan4awhile I would have done just same as you did if I were in your shoes and I see no reason why you'd be blamed for what happened. What more is your expected outcome after channeling your complaint through and to the right quarters than positive outcome rather than they shying away from taking up responsibilities. Its totally bad for blaming you and annoying!
I do support this "I would love to hear a retraction and apology email from Bittrex Support to me for making me feel like I was at fault. Well, now my feelings and words are going to be on the blockchain. I apologize to anyone that this offends and I feel bad for anyone that has went through this situation". 👍
Thank you for this. The support does make me feel better about how I feel... I was tempted to not post it because it could cause some significant blow-back. I decided that, in the end, I was going to do this more to acknowledge others that have went through similar as well as to see if blockchain forensics could be used in this way.
It's the customer service that can make a company go sky rocket or drop it's value it is bad to listen all this thing the same I felt with nova exchange and see now nova exchange has closed .... It's high time they should improve
I completely agree! The company I work with, which is a split-off from my former employer's company, has great support (myself and 1 other guy) and I was the support system for my former employer. My former employer set me up to fail, though, and it angered customers.
We actually were set up with one of the channels from my former employer and those clients were super-complimentary of our support compared to their previous experience.
User experience drives so much of the market nowadays.
Well that's a sad news.i didn't knew that because i am ne and i have followed you for about 2 weeks.i wish you got your money back .And your article topic is fantastic☺
Thank you barbie.doll, I appreciate your words. I hope this does not happen to you... please use 2-Factor Authentication on all wallets that provide it.
Yes i will use 2 factor authentication when i got an account.i wish i had money or steem power to upvote you.i can't give all your money back but i wish i can help you a bit☺
Resteeming to your followers is a way. Just doing what you've been doing and upvoting/commenting on those of my posts that you enjoy and resteeming them will benefit.
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How this happened ?i mean did any one stole your password?
I'm not really certain how it happened. The Support email suggested I went to a phishing site or searched bittrex on google or some such. I can only imagine it was something like that.
I didn't have any idea about bittrex because i haven't made bittrex yet.But i wish you should got your money back.
Thank you. I don't think I will, but I can at least tell people to use 2-Factor Authentication through this post.
I know you posted twice about Bittrex where you lost your hard earned money in no time, I mean stolen.
That's really a pathetic answer by its stupid support and you are pretty good to say that they can't get back money at any cost.
Money is the most important and needed thing to live your life, everything wants money, you have to spend on food, clothes, all necessities to live at home. Thank God I didn't use this bullish wallet. :/
Outside of this incident, I do like the Bittrex wallet. In the end, I take responsibility for not having 2-Factor Authentication in place; however, I was really frustrated by that type of response.
Yes, the response is bad.
@dbzfan4awhile the service of bittrex was really disappointing. As a company grows it should appreciate and value all the customers equally and with full honesty as we consumers build their firm. I would be glad if they get their sh*t together or else they will start losing their valuable customers. And bro Hakuna matata 🙃😊
I hope this was just due to the influx of customers and stresses, but it would definitely help to have nicer/more helpful responses.
This is really unacceptable behaviour of customer support representatives. They should watch their move. It only takes one step to shatter the house of cards.
That's one of the reasons I post today is to let them know that they need to do better with trying to serve their customer base.
what the hell sir are your serious@dbzfan4awhile first of all wel come back i have seen you since long time agao actually i also have problem with battrix cause i need to convert my sbd but the are not accepting new accounts i am inserious angr
I had heard that they might begin to prevent new users because of the demand. I don't believe their servers are set up to handle the high influx of users that want to have an account on Bittrex. They may lift that once they have things settled on their end.
I used to be a big prononet to Bittrex with it's ease-of-use and fairly intuitive interface, but this incident has definitely strained me. I'm still using it because I just don't want to do the intensive searching and testing to see if another one fits for me, but I'm far less confident in my funds being secure.
What are your thoughts on using blockchain forensics in these scenarios?
i agree with you sir! we didnt have another that much good chioce unfortuntly but battrix is still good for you!isn't it sir?
For now. If I have another incident like this I will definitely pull my funds, but for the time being I am going to continue using with 2-Factor Authentication enabled.
hmm sounds good yap if again happens to you then you pull your funds that will be a right decision for you!
That is accurate... I'll be trying out some things as well.
dont be frutrated @dbzfan4awhile
It will pass, but I needed to warn people and give the advice to enable 2-Factor Authentication.