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I have been a customer of BitPay UK for many years, but this will be ending now. The problem started when I received a transaction from another BitPay user via my username (email). The payment got stuck as pending for no clear reason despite all other functionality remaining and other payments working as normal. After reaching out to support about this, I understood the state of incompetence of BitPay systems to handle these most basic issues. After spending about 3 hours on the phone and email, I have been met with copy paste auto generated responses and silly advise to wait for network congestion to go away, despite this being an internal payment inside BitPay. This payment is still stuck on pending for 4 days when writing this post.Worryingly, BitPay seems to have no idea or training on UK financial regulations, and has repeatedly ignored my request to file a formal complaint, despite this being an FCA requirement.I will be escalating the issue to the Financial Ombudsman and demanding compensation and change in internal procedures. If you are in a similar situation, do everyone a favour - record everything and escalate it to your local regulator. Update after 6 days: After a long discussion with support, transaction was credited, hence changing to 2*. Update after 10 days: i had further help from BitPay and they have made things right. I amended to 4*. Thank you. Case #24157480
Hi Lucinda, We regret to learn about the difficulties you faced with a pending transaction and our support's handling of your request. We appreciate you bringing this to our attention. We want to inform you that we will be reaching out to you through email regarding your issue, case 24157480. Please let us know if you have any immediate questions or need additional support.Thank you for your patience.Best regards,BitPay Support
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