u/jtrade420

A month ago I realized I had a whooping $18.50 in UDST on KuCoin so sent it to Coinbase over the Polygon network (cheap gas). I never got it. I later realized Coinbase had an outage on Polygon but there was no disclaimer or alerts telling me this. I just happen to run across it on Google but on the status page it said "all funds are safe". Fast forward to the next day and still nothing.

I opened up a support ticket (I had to open 3 total & spend 6+ hours talking to support) and I was told that I was an idiot and I sent USDT0 (which is the native USDT token on Polygon) and Coinbase only supported USDT not USDT0 on Polygon. Ok whatever it is $18.50. Then got to looking and they are wrong. Polygon switched to USDT0 as the native token a year+ ago. I then sent $.06 from another source of USDT0 to my CB Exchange Wallet and it goes through no problem.

Now I am a little frustrated. After 2 more tickets and over 6+ hours talking to support over chat and them telling me the same thing you sent USDT0, its your fault. I keep giving them the same info over and over and over again. Even providing them the TX that went through for the $.06 which they kept completely ignoring because I always sent it with the one that failed so they could compare apples to apples. Finally a month ago I am told they found it and I would get it back after proving to them yet again USDT0 is the native USDT token on Polygon and is supported by CB. I had to give them links about USDT0 and the straw that broke the camels back each time was me telling them to explain how the $.06 went though but the $18.50, same token, same contract, same network, same receiving wallet didnt.

Fast forward a month later still nothing. After another 2+ hours last night doing the same song and dance I finally got my $18.50. This was more of a I want to prove a point you are wrong plus giving me and I am sure other customers wrong info than anything.

I was so happy to get this and then I looked at the TX. Low and behold it was the exact same TX from a month ago that did not go through. So it makes me wonder where they just not pushing these through until customers opened up support tickets and spend 6+ hours talking to "insert hard name to pronounce here"? I found this a little odd that it was the exact same TX that did not previously go through.

SIDE NOTES:

CB customer since 2017, not my first rodeo with crypto.

Their ticketing system must be trash or they dont even read it because I asked why the TXs I originally provided were not documented along with everything else that had been done, including the escalation to upper level support previously in the ticket. They told me they were but they just wanted to confirm everything for the now 3rd time, WTF. Almost like if I didn't provide all this info again they were going to tell me I was SOL again.

The support is Horrible. When the customer has to prove to them that they dont know what they were talking about. At one point a month ago they sent me a link to the Status page and said there was an outage. Well there was but not Polygon at that time. It is sad I had to spend 6+ hours of time to get $18.50 they lost.

TL:DR: Coinbase lost $18.50 of my USDT (USDT0 on Polygon, refused to believe USDT0 is the native token on Polygon until I proved to them it would go through to CB). Spent 6+ hours talking to support to finally get my $18.50 and it was as though they pushed the original TX from KuCoin through because it was stuck or something. Is Coinbase holding customers $$ hostage when there are outages until they raise hell about it for 6+ hours?

Can someone smarter than me explain why customer support keeps telling me this when I asked if there were any promos to get the gold fee waived with DD since I missed it by a month last year.

TL:DR I keep getting told there is a promo but it is being removed on 3/11.

First response

Thank you for contacting Acorns Support regarding your Gold Fee Waived with
qualifying Direct Deposits!

Kindly be informed that customers who set up a direct deposit of at least $250 per calendar month within 45 days of signing up for the Might Oak Card will receive a subscription waiver for as long as they have their direct deposit set up and meet eligibility requirements.

To continue receiving a fee waiver, you must have at least $250 in direct deposits per month in your Acorns Checking account. This can also be broken down into two $125 biweekly direct deposit payments.

Please note the following:

-This waiver will be applied to either the $6 or $12 plans as long as you have an active direct deposit set up.
-If you stop the direct deposit, the waiver will be removed.
-If you set it up again in the future, the waiver will be reapplied.
-If you set up direct deposit using the app, then the fee waiver will automatically be applied once the deposit is deemed a success.
-If you set up direct deposit through your employer payroll provider (ADP, Dayforce, Quickbooks, Paylocity, etc.) then the fee waiver will automatically be applied once the direct deposit hits the Acorns Checking account (it may take 1-2 pay cycles for the direct deposit to hit the customer's Checking account).
-If you are self-employed, you are still eligible for the waiver! Simply set up direct deposit through the payroll provider you use.

See complete terms and conditions at http://acorns.com/mighty-oak-terms-and-conditions/"
Please don’t hesitate to reach out if you have any further questions or concerns.

Have a wonderful day! Grow Your Oak

2nd Response when I asked for clarification as the T&C stated this ended in 2025.

“Thank you for responding to Acorns Support!

Kindly be informed, On 3/11, we will be removing the benefit of waiving the subscription fee waiver for new customers using the Mighty Oaks Card.

Currently, customers who set up a direct deposit of $250 or more per calendar month into their Acorns Checking account can receive a subscription fee waiver as long as they have direct deposit set up. Starting 3/11, customers will no longer be able to get the fee waiver and will still be billed for their Acorns subscription even if they set up a direct deposit of $250 or more to their Acorns Checking account.

Those who currently have the subscription fee waived will continue to get their subscription fee waived. This change only applies to new customers who sign up and use the Mighty Oaks Card after 3/11.
Please let us know if there is anything else we can do for you.

Have a wonderful day! Grow Your Oak🌳”

3rd Response when I asked for clarification again and stated 3/11 was in the past.

Thank you for responding to Acorns Support!

Kindly be informed, On 3/11, we will be removing the benefit of waiving the subscription fee waiver for new customers using the Mighty Oaks Card.
Those who currently have the subscription fee waived will continue to get their subscription fee waived. This change only applies to new customers who sign up and use the Mighty Oaks Card after 3/11.

Please let us know if there is anything else we can do for you.

Have a wonderful day! Grow Your Oak?