Franchesco A.
It's been almost 20 days
It's been 20 days since my transfer changed to complete status but it never arrived in my account in Brazil. I opened a support ticket, they always respond, but without any update on the case. They took proof of transfer and tried to say that the transfer had been made, but they didn't even check it, because I identified that some very important codes were wrong. In my registration they are correct and in their proof of transfer they are wrong, in other words, they made a mistake, 5,000 dollars, I've been waiting for almost 20 days and no resolution so far! I have no more words to express what I'm going through... As soon as they resolve the issue I'll come back here to write again. Ticket ID: 62307
Response from OntopJul 17, 2025
Hello Franchesco, We are reviewing past feedback and want to offer our most profound apologies for the incredibly stressful and unacceptable situation you faced with your $5,000 transfer. A transfer being marked as 'complete' but not arriving for 20 days is a critical failure. Your discovery of incorrect codes on the proof of transfer points to a serious error on our end, and we are deeply sorry for the immense distress this caused. You should never have to be the one to identify such a mistake, and we sincerely apologize that you were put in that position. Thank you for providing your Ticket ID (62307). We see your review is from January and deeply regret this delayed public response. You mentioned you would write again once the issue was resolved, and we truly hope that our team escalated your case immediately after your review and that you received your funds promptly. Although significant time has passed, we want to ensure this was fully resolved. If for any reason your case (Ticket ID 62307) did not reach a satisfactory conclusion, we urge you to contact our support team directly via WhatsApp at +1 (786) 655-8772. We are committed to ensuring every issue of this magnitude is fully accounted for. Sincerely, The Ontop Team