HL
Average Experience, Could be Better
After reviewing the video and articles about unmatched trades, I corrected a few of them. However, I still had one left. I contacted customer service in my follow-up email to help me resolve it, but there was no response. My first follow-up email was on 3/17/23. I didn't receive a reply. My second follow-up email was on 3/23/23. I didn't receive a reply. My Trustpilot review was on 3/29/23, which was a total of 11 days after my first follow-up email and 5 days after my second follow-up email. I believe customer service that don't respond to multiple emails within a reasonable time is pretty terrible and inexperienced. They don't value their customers. I have a tax deadline, so I had to delete the unmatched trade that I couldn't resolve, which is why it no longer shows on my account. Bitcoin.Tax mistakenly believed the issue was resolved. Their eagerness to help on 4/1/23 (via email) and 4/2/23 (in their reply to this review) is already too late; I've already submitted my taxes, and they only responded because of my Trustpilot review (they managed to see the Trustpilot email but missed my two follow-up emails). Yes, they were helpful and replied to my previous emails, and they were helpful with my unmatched trades last year too, which I'm thankful. But I didn't receive any help in my last two follow-up emails, and I needed to submit my taxes. I'm sure Bitcoin.Tax is made of good people who consistently delivers great customer service to their other customers. I just didn't experience that consistency. For these reasons, I'll be using a different service in the future.
Response from Bitcoin.TaxApr 2, 2023
Thanks for providing your account details, and I'm sorry you didn't feel like we could help you in this situation. Just to correct you statement, we did respond to your support request several times, in a back and forth that does look like was helping you find and resolve your data issues. We did miss your final followup, for which I apologise. We are extremely busy this time of year. No excuse, but we do try to get to everyone as best we can. I think calling our customer service "terrible" and "inexperienced" is out of line, as we responded in 24hrs and worked with you to resolve your issues. We have been in the field for 10 years, and the person you dealt with is highly experienced and regarded. I asked support to review your account, and it looks like all the issues were resolved, and we have asked if we can help you further, so please respond to your ticket if there is anything else we can do.