StablyReviews of stably.io

Response from StablyMar 14, 2023

04.12.23 Hello again, Suzanne! We have thoroughly reviewed all details regarding your missing funds, and was ready for further discussion with you in a meeting. We made three attempts to arrange a meeting at the times you specified, but regrettably, we were unable to reach you as you did not attend the scheduled appointments. We understand that losing funds can be a distressing experience, and we want you to know that we take this matter very seriously. A detailed explanation of the situation has been provided to you via email, but we would also like to share it here for clarity of the matter as well as Stably’s service standards. Based on the provided information, here is your transaction: https://stellar.expert/explorer/public/tx/188204032392577024#188204032392577025. The asset in your transaction is XRP on the Stellar network and the receiving (deposit) address is GBSNCPZANBFUNDIJGK5JJLCB2NMVQBCYBXLZW6ICT6RJNEKELT7P633J. However, please note that our wallet address is for Stably USD on XRP Ledger, which is a different asset and network than the one you sent your funds. Moreover, we do not recognize the deposit wallet address in the transaction you shared with us. That said, your 50 XRP (Stellar) was never sent to Stably, and we cannot do anything about the funds we never received. Last but not least, we want to re-emphasize that we take lost funds very seriously and want to ensure that this does not happen again. Please be aware that XRP on Stellar is different from XRP on Ripple, and we do not support XRP on either of these networks. As a general reminder, please always double-check the asset and network before transferring your funds to avoid delays or loss of funds in the future. We trust that this has been offered transparency to the matter, but in case you have any questions, please contact us and we are pleased to help. Best regards, Stably Support Team. --------------------------------------------------------------------------- 03.14.23 Hello Suzanne, Thank you for leaving your feedback. We have thoroughly reviewed your case and believe that we could help address your concerns regarding the funds that were sent to your Stably Prime wallet. A meeting invite was sent to you a while ago, so please check your mailbox and schedule it accordingly. Through the call, we hope to clarify the situation and address your concerns regarding the transaction, as well as offer transparency regarding Stably's service standards. We appreciate your understanding in this case and look forward to meeting you on the call. Regards, Stably Support Team

Response from StablyJan 4, 2023

Good afternoon Suzanne, First and foremost, I'd like to state that I am a real person, and we are not an AI computer-generated stealing apparatus. As I just mentioned in my support email back to you, my investigation has been completed, and here is what I have identified: 1. Transaction Link is on the Stellar blockchain and not the XRP Ledger (https://stellar.expert/explorer/public/tx/188204032392577024#188204032392577025) 2. The asset in question is XRP (Stellar) and the Stably Prime Wallet Address in the screenshot is for Stably USD (XRPL) only 3. The operation shows that the XRP (Stellar) was sent from this address (GDAI5DYOQCZ5NWRAQKAQLTMYC6DAVY3ECD33UMZ3KTFDYX2XF7M47DTX) to this address (GBSNCPZANBFUNDIJGK5JJLCB2NMVQBCYBXLZW6ICT6RJNEKELT7P633J). In summary, the 50 XRP (Stellar) referenced in this email was not sent to your Stably Prime wallet. Additionally, your Stably Prime wallet does not support XRP (Stellar) or XRP (Native) at this time. You should only be sending Stably USD (XRPL) to that wallet address. Best Regards, Wesley McLaughlin Customer Success Manager Stably.io

Response from StablyNov 16, 2022

Good afternoon Daniel, My name is Wesley McLaughlin and I am the Customer Success Manager here at Stably. Thank you for your feedback here as we are always looking for ways to improve the platform and better serve both our customers and our partners. My name is Wesley McLaughlin and I am the Customer Success Manager here at Stably, it's nice to virtually meet you! Our apologies for the delayed response here. Our standard SLA time for the first agent response is 24 hours, and I agree with you that the outlined timeline should always be met. I'm taking over your support ticket here to help get you to a resolution here and will be addressing the delay with the assigned agent internally. I'd like to address your concerns about off-ramping (via Stably Ramp): Stably has two products on the market: Prime & Ramp. Stably Prime is our first product that was released and any users that signed up prior to the launch of Ramp, have access to buy & sell (redeem) features without any manual intervention. When we launched Ramp this quarter, we disabled all new signups on Prime to encourage users to utilize the product which has a better design and that is easier to use, however, I understand not having a full feature set to use on day 1 is frustrating. We are working, to have redemptions activated on Stably Ramp as soon as possible, and it is scheduled to go live by the end of this month (November). Best Regards, Wesley McLaughlin Customer Success Manager Stably.io

Response from StablyNov 16, 2022

Good afternoon Andres, My name is Wesley McLaughlin and I am the Customer Success Manager here at Stably. Thank you for your feedback here as we are always looking for ways to improve the platform and better serve both our customers and our partners. I see that the ticket(s) in reference here (#4494, #4499, & #4500) were all submitted on the same day, 11/09/2022. On the following day 11/10/2022, Emily confirmed that your transactions had been processed successfully. As your funds/assets are held in a regulated custodial account by our partner Prime Trust, transactions may take up to one business day to process. Best Regards, Wesley McLaughlin Customer Success Manager Stably.io

Response from StablyNov 1, 2022

Good afternoon Vlad, My name is Wesley McLaughlin and I am the Customer Success Manager here at Stably. Thank you for your feedback here as we are always looking for ways to improve the platform and better serve both our customers and our partners. Can you please provide some insights into your review here?  I'd like to be able to help you towards a resolution, however, after reviewing the ticket in reference here (#4372) I am not seeing any delays in response/resolution time. The ticket was submitted on 10/19/2022 at 07:34 AM PT in regards to a USDS Harmony deposit that you made on Stably Prime.  It looks like we sent you the first response at 09:30 AM PT on 10/19 and Emily followed up again at 11:20 AM requesting more information about your transaction.  After a few emails back and forth on 10/21, I see that you confirmed your transaction issue was resolved and Emily notified you that we would be closing out your support ticket. Best Regards, Wesley McLaughlin Customer Success Manager Stably.io

Response from StablyNov 2, 2022

Hello Jiangyihui, My name is Wesley McLaughlin and I am the Customer Success Manager here at Stably. Thank you for your feedback here as we are always looking for ways to improve the platform and better serve both our customers and our partners. From time to time, due to violations of our Terms of Services (https://www.stably.io/terms-of-services/), our regulated custodian’s Terms of Service (https://www.primetrust.com/legal/terms-of-service), and/or when required by law, Stably reserves the right to restrict access to services on a customer's account. This can happen for a number of reasons and is done to ensure the safety and security of personal information and funds. At the moment, your account is being reviewed by our custodian, Prime Trust (https://www.primetrust.com), and updates will be provided as they become available. If you believe this to be an error, please respond to our support team who has already reached out to you in regards to this issue requesting more information. Thank you for your patience and understanding. Best Regards, Wesley McLaughlin Customer Success Manager Stably.io

Response from StablyOct 21, 2022

Good afternoon Matias, My name is Wesley McLaughlin and I am the Customer Success Manager here at Stably. Thank you for your feedback here as we are always looking for ways to improve the platform and better serve both our customers and our partners. I see that the ticket in reference here (#4285) was submitted due to an issue with a Tezos USDS deposit/redemption.  Our development team is actively working toward a resolution here and I will be providing you with an update via this thread in Trustpilot as well as via your open Zendesk support ticket #4275 as soon as it has been resolved. Best Regards, Wesley McLaughlin Customer Success Manager Stably.io