GreatChange exchanger

We would like to clarify the situation and provide our side of the story.

On October 23, 2026, the customer placed an order to exchange 4,020 USDT via Zelle. We initiated three separate payments to the customer's account.

Initially, two of the payments were unsuccessful due to issues with the recipient's banking details. After the customer clarified and updated the required information, we successfully processed the payments.

We have payment receipts confirming that the transfers were successfully completed. Therefore, the customer's claim that the funds were simply returned to the original senders does not reflect the final status of the transactions.

Our request for a bank statement was made solely to verify the actual receipt of funds and reconcile the transactions. This is a standard verification measure, not an attempt to avoid our payment obligations.

The customer has declined to provide any alternative documentary confirmation of the incoming transactions, stating that their monthly PDF bank statement will only become available in mid-November.

We are not refusing to complete the exchange or withholding the customer's funds. We have evidence of the executed payments and are ready to provide the relevant receipts to the BestChange administration for verification.

We believe this complaint contains an incomplete and misleading account of the events. We ask that the situation be reviewed objectively, taking into account the payment confirmations available on our side.

I have provided screenshots from my 2 of my bank accounts where it clearly does not reflect any of the declined transactions stated by the exchange. Together with screenshots, I sent the exchange the email confirmations showing that 2 of their transactions were denied by Zelle.

Now, the exchange instead of:
1. Checking their own bank accounts
2. Checking the screenshots that I've sent
3. Checking the decline emails that I've sent them

They insists on receiving the pdf statements which are impossible to be obtained. With this in mind, it's evident, that the exchange is trying to avoid the responsibility and denies the initial agreement of the transfer. Mediation is clearly required in this instance. Could anyone from Bestchange please review this case? Thank you.

We would like to clarify an important detail regarding the documents provided by the customer.

The customer did provide bank statements; however, the statements only cover transactions up to October 20, 2026, while the exchange was initiated on October 23, 2026.

Therefore, the documents provided do not cover the relevant transaction dates and cannot be used to verify whether the disputed payments were credited to the customer's accounts.

On our side, we have bank statements from our sending accounts clearly showing the disputed transactions and confirming that the funds were successfully debited and sent.

We have no intention of avoiding our obligations or delaying the resolution of this case. We simply need documentary confirmation covering the actual transaction dates to establish the final status of the payments.

We are fully cooperating and are ready to provide our bank statements and payment confirmations to the BestChange administration for review.

We kindly ask the administration to consider the actual dates covered by the customer's documents and compare them with the transaction records provided by our side.

We have reviewed the email notifications provided by the customer and acknowledge that the initial payment attempts were declined by Zelle.

However, these notifications only relate to the initial attempts and do not reflect what happened afterward.

Following clarification and correction of the sender's banking details, the payments were successfully initiated again. We have the corresponding payment receipts confirming these subsequent transactions and are ready to provide them to the BestChange administration for verification.

Therefore, the initial decline notifications cannot be considered evidence that the funds were never sent or that the exchange remains unfulfilled.

We kindly ask that the administration take into account the full sequence of events, including the subsequent successful payment attempts and the supporting documentation available on our side.

Thank you for acknowledging the declined transactions. Since they were refused by Zelle and your following attempts were unsuccessful, so I suggest you try again. I've provided you with two Zelle addresses already and happy to share the bank details for a wire transfer if you prefer.

Your statement: 'The customer did provide bank statements; however, the statements only cover transactions up to October 20, 2026, while the exchange was initiated on October 23, 2026', means that I have not received any transactions (either from your exchange or elsewhere) from 20th October onwards. So that none of your failed transactions has reached my account. So it all checks out.

Now, with the confirmed evidence, and your own written acknowledgement of the failed transactions, I suggest you kindly try again and send me the remaining $3,540. Thank you.

Thank you for your response.

However, we believe there is a misunderstanding regarding the sequence of events.

We have already acknowledged that the initial payment attempts were declined by Zelle. However, this is not the end of the story. After the sender's details were clarified and corrected, subsequent payment attempts were made, and the funds were successfully sent.

We have bank statements from our sending accounts showing these transactions, as well as the corresponding payment receipts. We are ready to provide this documentation to the BestChange administration for verification.

The fact that your bank statements do not show transactions after October 20 does not, by itself, establish the final status of the subsequent payments made on October 23 and afterward.

We cannot simply initiate another transfer of $3,540 without first establishing what happened to the funds already sent. Doing so could result in duplicate payments.

We are not refusing to complete our obligations. We are asking for an objective verification of the transactions based on the available banking records from both sides.

We welcome BestChange administration's assistance in reviewing the documents and determining the actual status of the payments.

You've only sent the screenshots of the original declined transactions.

You:
1. Haven't provided any evidence that the funds have left and haven't been returned to your accounts.
2. Haven't provided any confirmations of the subsequent transactions AFTER the initial decline.

I provided you with the evidence of:
1. Bank account having no incoming funds from 20th October onwards.
2. Zelle emails confirming that your transactions were denied AND returned to sender.

I kindly appreciate you looking into the issue seriously and instead of shifting responsibility and generating another response to remove the flag simply investigate the status of your funds and complete the transfer. Thank you.

The receipts we provided confirm successfully completed transactions, not the transactions that were declined or returned.

Previously, you claimed that you had received a payment of $480. However, this payment is not reflected in the bank statement you provided. This raises legitimate concerns regarding the accuracy and completeness of the information provided. Your refusal to provide an updated bank statement only reinforces these concerns.

The Zelle emails you submitted relate to the initially declined transactions. In contrast, the receipts we provided are confirmations of subsequent successful payments. These are different transactions and should not be confused.

We therefore expect you to provide a complete bank statement covering the relevant period so that we can verify the actual status of the funds, along with your feedback regarding the discrepancy.

Until the requested documentation is provided, we cannot consider this matter resolved.

I have provided the decline confirmation emails to both you and the BestChange administration, please do not misrepresent the facts. There was only one Zelle transaction after that for $480 to a different bank account since your team couldn’t send the payment to the original Zelle provided at the beginning. And nothing else. You didn’t re- send $3,540 that you claim you did. Please stop manipulating the truth here.

I have also provided clarity about my monthly pdf statements to both you and the BestChange administration. My bank generates pdfs mid-month (as I have explicitly declared and shown to both you and the BestChange administration), but I have made a request to get a full calendar month bank statement to be sent to me which I can share with you after the BestChange administration acknowledges the previously submitted evidence and requests the pdfs if they are needed. Because even based on the screenshots it’s extremely transparent and evident you still haven’t done the transfer after the initial declines.

And again, this issue is not resolved, stop marking it as if it was.

Hello,

Dear user, we kindly ask you to confirm the receipt of funds from the administration of the exchanger.

Sincerely, administration of the BestChange exchanger monitor.

Hello. The money hasn’t been received. The exchange sent a screenshot but didn’t provide a transaction ID so I can validate that on the chain.

Hello. The funds have already been successfully sent and credited to your account. The transaction hash was sent to your email address. Please check your email, as well as your account balance and transaction history.

We consider this matter resolved. Thank you, and have a nice day.

Hello Anna,
We sincerely apologize that the processing of your request exceeded the regulated 24-hour timeframe, and we want to transparently clarify the situation regarding the provided documents and the change in sender details to resolve any misunderstandings. 
Authenticity of the Payment Instruction: The document provided by our support team is not a forgery. It is an official electronic payment instruction automatically generated by the banking system during corporate interbank clearing (SEP). This document serves as systemic confirmation that the funds were genuinely initiated and debited from our transit account at that specific time. 
Reason for the Sender Change: During the initial dispatch of your funds, a technical failure occurred on the side of the financial gateway. This caused the original transaction to become delayed in the transit network. Rather than forcing you to wait indefinitely for the gateway to process the stuck transaction, our administration took your application under personal control and prioritized a manual payout to resolve the issue as quickly as possible. Because the original payment gateway was experiencing technical difficulties, this prioritized payout was routed through an alternative channel, which is why the final sender differs from the one listed in the original payment instruction. 
Resolution of the Payout: The successful crediting of funds to your account was the direct result of our financial department completing this prioritized manual payout, not a reaction to threats of external claims. Our team expedited your request to ensure our financial obligations were met despite the gateway issues. 
We completely understand your frustration and why the change in sender details caused mistrust under these circumstances. Nevertheless, all financial obligations on our end have been fulfilled in their entirety.

I stand by my review. I believe there was an attempt to deceive me, and I hope no one else falls for this.
Your support refused to tell me the time the payment was sent and never provided a receipt confirming that the funds were successfully debited or that the transaction was executed. The only "proof" was a payment instruction, which is not confirmation of an executed payment.
When I asked for a refund, your support said it was impossible because the money had already left your account. Yet as soon as I mentioned BestChange and the cyber police, the payment was sent from a different account. If the original funds had really been debited, why was a new payment from another person possible right after my complaint?
Your explanation also contradicts what your support told me earlier. At that time I was told the transfer was simply on a "transit gateway" and was "guaranteed" to arrive, not that it had failed and needed to be resent. The money then arrived from a completely different person.
I also could not find any public registry information about the individual entrepreneur named as the sender in your document.

I am ready to provide all evidence (chat screenshots, the payment instruction, and bank records) to the BestChange administration.

We welcome the involvement of the BestChange administration and are fully prepared to provide all internal logs, chat histories, and banking documents to them.
We understand your frustration, but we want to clarify the logic behind our actions, which were done entirely in your favor to resolve the technical delay:
1. The "Contradiction" & The Second Payment:
There is no contradiction in what our support told you. Your original funds were indeed successfully debited from our corporate account and became stuck in the banking transit gateway. Because the funds had already left our account and were in the transit network, initiating a standard refund was technically impossible.
When you expressed extreme distress and mentioned filing claims, our management made an exceptional decision: instead of forcing you to wait days for the gateway to either clear the transaction or return the funds to us, we paid you a second time using our own alternative reserve funds through a different payment channel. This is exactly why the sender details were different. We essentially covered the transaction from our own pocket to close your request immediately, taking the burden of the stuck transit funds upon ourselves.
2. The Payment Time and Instruction:
As our support team explained, your initial payout was sent via a corporate interbank transfer (SEP), not a retail card-to-card (P2P) transfer. In the interbank clearing system, transactions are processed in batches (sessions), meaning the system does not generate a down-to-the-minute timestamp or a retail "success" checkmark.
The payment instruction provided to you is the official electronic document generated by the banking system. The mere fact that the system generated this document is the absolute confirmation that the funds were irrevocably debited from our account and sent to the gateway. Support did not refuse to give you the exact time; they explained that the interbank system physically does not record it the way a P2P transfer does. 
We acted in good faith to bypass a technical delay and ensure you received your funds as quickly as possible. We look forward to cooperating with the BestChange administration and will provide all necessary hashes and gateway receipts to prove that the original debit occurred and that the final payment was a proactive payout from our reserves.