Please follow below link if you want to read the first post: "This is why you shouldn´t use wallets like XAPO"
https://steemit.com/bitcoin/@nomad88/this-is-why-you-shouldn-t-use-wallets-like-xapo
Finally, Xapo customer service department decided to answer. Strangely, they continue to ignore my problem and continue to pretend like i am brand-new customer who is trying to verify the account. If you have read my previous post, you will remember that i am an old Xapo wallet user who has been using this wallet actively for more than 3 years.
I have been sharing this story to warn other Bitcoin users. Xapo customer service continues with the story about account validation. Now, they say that my address document was not legit. I have not submitted any documents recently. My account was verified years ago, only thing i can remember is that i have informed them about my address change(within the same country) couple of months ago which was approved with a proof of address document.
Here is their last mail:
I am seriously tired of this sh*t. I did give up from my bitcoins in that wallet. It was not much anyway, but this is such a cheap way to scam customers. Dishonest, unfair and deceitful. Therefore i will not stop warning Bitcoin users to stay away from that scam. I have sent them below mail, but honestly, i don´t think my coins will arrive anytime soon. If they insist for another document, i will try sending another one.
When i started to share my story on twitter, i come across many posts under #xapo hashtag where users complaining about poor customer service and lack of communication. It turns out i am not the only one who do not get answer from them. And even when you do, it looks like a copy-paste or automatic answer as it is completely irrelevant to your question.
I will keep you guys updated if i get any answer. In the mean time, i advice you all to withdraw any funds you have in Xapo wallet and never use it again. You can be the next victim. Stay safe!
I've had the same problem. Are you aware of any class action legal action or other activity to get them to refund the money. I've got screenshots of it all.