Simplex

Hello, Thank you for getting in touch. From what I can see, it would seem that you might have been a victim of a scam. We would like to highlight that Simplex is a payment processor for fiat-to-cryptocurrency purchases. Our main activity scope is secure payment processing and fraud prevention. As a regulated service in the EU, we take extreme measures to ensure the safety of all transactions that are sent to us, stopping thousands of fraudulent payments on a daily basis. I am sorry to hear that your case might have been different. I can see that your case has already been transferred to our analyst team for further investigation as well as assistance. You might be asked relevant questions or asked to provide some additional information for a better understanding of your case. I’d like to ask for your ongoing patience and collaboration with the relevant team. Thank you for your ongoing patience! Regards, Julia Head Of Customer Support

Hello Lien, 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 apologize for any inconvenience this may have caused and thank you for your understanding. 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 Patrick, 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