Simplex

Hello Stephen, Thank you for the review. Please be informed that I have checked the system, and your latest transactions were declined by an issuer. When we tried to place an authorisation hold on your funds, the card-issuing bank declined the request before we could proceed, rendering the transaction unsuccessful. We would absolutely love to process your payment, and have no reason to decline it on our end - therefore, we would kindly ask you to get in touch with your bank to double-check the aforementioned criteria: - Ensure your card is eligible for international transactions. - Confirm that you have enough funds in your account to complete the transaction. - Verify that your bank supports cryptocurrency purchases. - Make sure you are enrolled in the 3D Secure program. Additionally, you may try issuing a new payment using a different card from a different bank, if possible. Thank you for taking the time to do so in advance! Regards, Julia Head Of Customer Support

Hello Roger, Thank you for getting in touch! I am sorry to hear about the difficulties the fees applied to your transaction have caused you. Please be informed that the fees charged for your payments allow us to serve you in the most efficient and timely manner possible. Our fees can generally range between 3.5 and 5% of the total purchasing amount, with a minimum fee of 10 USD. I would like to clarify that you are always able to see the exact amount of cryptocurrency you will receive, with the fees already deducted and the exchange rate at the time of your purchase applied, on the checkout page. At this stage, you have the option to either proceed with your payment, or opt out of the process entirely, should the amount seem unsatisfactory. Nonetheless, we are always striving to lower our costs for your convenience – therefore, you are most welcome to try and issue a new transaction at a slightly later time, and we will do everything we can to charge you the most reasonable amount, all the while providing you with excellent services. Please do not hesitate to let us know should you have any further queries. Regards, Julia Head Of Customer Support

Hello, Thank you for the review. I have thoroughly reviewed your recent payments and can see that the cryptocurrency you have purchased has been successfully sent to the destined wallet address from our side. I would like to elaborate that we do always strive to deliver your coins with the utmost urgency - however, in some cases, this can be delayed due to factors which are outside of our control, such as the demand for the cryptocurrency you are purchasing, the number of miners available, and the volume of transactions occurring on the blockchain at the time of your purchase. However, if the cryptocurrency does not display in your wallet correctly, it would be helpful to reach out to the support team of your wallet provider. As much as we would love to help, we do not have direct access to your cryptocurrency wallet address or account, therefore, we cannot solve issues related or originating to/from your cryptocurrency wallet. Thank you very much for your patience and understanding! Please let us know if you have any further queries. Regards, Julia Head Of Customer Support

Hello, Thank you for your review. Please allow me to clarify that Simplex is a payment service provider for various cryptocurrency platforms/exchanges. Once the payment is initiated, the wallet address that the cryptocurrency will be sent to is already either manually entered by the user or automatically generated/entered by the wallet provider; in other words, we cannot alter/change the address. As much as we would love to help, we do not have direct access to your cryptocurrency wallet address or account, therefore, we cannot solve issues related or originating to/from your cryptocurrency wallet. It would be more helpful to contact your wallet software provider's support team for further assistance. We apologise for any inconvenience this may have caused and thank you for your understanding. Regards, Julia Head Of Customer Support

Hello, Thank you for getting in touch. Please note that for internal reasons, we are unable to proceed with your recent transaction and the payment was refunded. Based on our internal guidelines and policies, we are not always able to provide the exact reasons why, this is to ensure that our customers and our data are protected. In this case, you may try and issue a new payment, however, since the payment process is fully automated, we are unable to override our system’s decisions, therefore, we cannot guarantee it will be successful. We apologise for any inconvenience this may have caused and thank you for your understanding. Regards, Julia Head Of Customer Support

Hello, Thank you for your review. I am truly sorry to hear you have faced difficulties with our KYC process. Moreover, kindly be informed that as a fully licensed financial institution, we must comply with various KYC/AML policies. Due to this, we may indeed require identity verification to be performed to ensure that no one else is making payments on your behalf and that all information submitted is up-to-date. We understand your concerns regarding personal data. Kindly note that as we process a considerable amount of personal data, we take your privacy extremely seriously. Simplex discloses personal data to trusted and approved partners and service providers, such as merchants and operators of the exchanges, acquiring and card issuing banks, third-party authentication vendors, etc. You can read more in our Privacy Policy here: https://www.simplex.com/privacy-policy/ However, if you ever face any issues in the future, please do not hesitate to reach one of our live supported via chat on our main page Simplex.com. To access the live chat function, please click the button located at the bottom right part of the site. Our live chat agents will then be able to assist you with your query. Thank you very much for your patience and understanding! Please let us know if you will have any further questions. Regards, Julia Head Of Customer Support