Transak Reviews 53,004

Reply from Transak

3 days ago

We’re sorry to hear about your experience and understand how frustrating this must be.

Upon reviewing your attempts, we can confirm that the transactions were flagged and declined by our internal risk review system. This is an automated process based on our compliance and security checks.

Please rest assured that no funds have been captured for the failed orders. Any attempted payments have been voided, and the amount should reflect back in your bank account within a few business days, depending on your bank’s processing time. If the reversal does not appear, we recommend reaching out to your bank directly.

You can also reach out to our live chat support team for real time assistance, We understand how this experience may feel frustrating and appreciate your understanding.

Reply from Transak

3 days ago

Thank you for your review.

We checked your recent transactions and can see that the earlier failed orders were declined by your card provider due to insufficient funds. We're happy to see that your most recent order was successfully processed and completed.

If you have any questions about your transaction or need assistance in the future, please don't hesitate to reach out to our live chat support team. They are available to provide real-time assistance and help resolve any concerns as quickly as possible.

We appreciate you giving our service another try, and if your recent successful experience has improved your impression of our platform, we would be grateful if you would consider updating your rating.

Thank you for choosing Transak.

Reply from Transak

4 days ago

Hi Karine,

Thank you for taking the time to share your experience. We're genuinely sorry that your experience with us was frustrating and did not meet your expectations.

We understand how disappointing it can be when a payment fails, an order is delayed, and the overall process doesn't go as smoothly as expected. We appreciate the opportunity to review your case and provide some clarity.

After investigating, we found that your first payment attempt was declined because your card issuer was unable to complete the required 3D Secure verification. Unfortunately, this verification process is handled by the card issuer, and Transak is unable to influence the outcome.

Your subsequent order was temporarily delayed because it was selected for a routine security review. While we understand that waiting can be frustrating, these reviews are an important safeguard designed to protect both our users and the platform from potential fraud and unauthorized activity. We're pleased to confirm that the review was completed successfully and your order was processed, with the cryptocurrency delivered to the wallet address provided during checkout.

We also reviewed the wallet activity and confirmed that the funds were subsequently moved from the destination wallet. This activity was initiated from within the wallet itself and occurred after the cryptocurrency had been successfully delivered.

We also understand your concerns regarding pricing. The fee displayed before confirmation was the same fee ultimately charged, and it included all applicable costs associated with processing the transaction. We always aim to be transparent by displaying the complete fee breakdown before an order is confirmed.

An email has been sent to you separately where you will find all the information related to all the orders you have placed.

We recognize that this experience may not have been what you expected, and for that, we're truly sorry. Our goal is to provide a secure and reliable service, and feedback like yours helps us continue improving.

We hope this explanation helps clarify what occurred.

Thank you again for your feedback and for giving us the opportunity to assist.

Warm regards,
Shubhadip
Transak Support Team