Thank you for your feedback! We are pleased to hear that our service met your expectations and that the transaction was completed successfully.

For the Payex24 team, ensuring a decent payout speed and a reliable exchange process is our top priority. We sincerely appreciate your confirmation of our efficiency. Your satisfaction is the best reward for our entire team!

Thank you for choosing us, and we look forward to your future requests!

With respect, Payex24 team

Thank you for your feedback! We are pleased to hear that our service met your expectations and that the transaction was completed successfully.

For the Payex24 team, ensuring that every exchange is really quick and providing a brilliant course (exchange rate) are our top priorities. We sincerely appreciate your kind words and are glad you had such a positive experience. Your satisfaction is the best reward for our entire team!

Thank you for choosing us, and we look forward to your future requests!

With respect, Payex24 team

Thank you for your feedback! We are pleased to hear that our service met your expectations and that the transaction was completed successfully.

For the Payex24 team, ensuring that funds arrive on time and that every exchange goes smoothly is our top priority. We sincerely appreciate your confirmation of our service quality. Your satisfaction is the best reward for our entire team!

Thank you for choosing us, and we look forward to your future requests!

Thank you for your review! We are very pleased that you were satisfied with the quality of our service.

For the Payex24 team, efficiency and a high level of expertise are top priorities. We are sincerely glad that your experience was fast, convenient, and professional. Your positive feedback is the best motivation for our entire team!

We sincerely thank you for your trust and look forward to your future exchange requests!

Best regards, the Payex24 team

Thank you for your review! We are very pleased that you were satisfied with the quality of our service.

For the Payex24 team, transparency and building trust with our clients are top priorities. We are sincerely glad that your first time using our service was a positive experience and that providing all the screenshots and receipts helped you feel confident in the process. Your decision to use our service again is the best reward for our entire team!

We sincerely thank you for your trust and look forward to your new exchange requests!

Best regards, the Payex24 team

Thank you for your review! We are very pleased that you were satisfied with the quality of our service.

For the Payex24 team, consistency and reliability are our top priorities. We are sincerely glad that your latest exchange was completed successfully, and it is especially rewarding to know that you have been using our service for several months now. Your continued trust is the best motivation for our entire team!

We sincerely thank you for your loyalty and look forward to your future exchange requests!

Best regards, the Payex24 team

Thank you for your review! We are very pleased that you were satisfied with the quality of our service.

For the Payex24 team, efficiency and high standards are our top priorities. We are sincerely glad that we could provide a great service and get everything done quickly for you. Your positive feedback is the best motivation for our entire team!

We sincerely thank you for your trust and look forward to your new exchange requests!

Best regards, the Payex24 team

Thank you for your review! We are very pleased that you were satisfied with the quality of our service.

For the Payex24 team, reliability and speed are our top priorities. We are sincerely glad that we could provide a fast and safe service, as we understand how important these factors are for our clients. Your "thanks" is the best reward for our entire team!

We sincerely thank you for your trust and look forward to your new exchange requests!

Best regards, the Payex24 team

Thank you for your review! We are very pleased that you were satisfied with the quality of our service.

For the Payex24 team, transparency and security are our top priorities. We are sincerely glad that you found our service safe and reliable. Your definite recommendation is the best reward for all our specialists!

We sincerely thank you for your trust and look forward to your new exchange requests!

Best regards, the Payex24 team

Hello Yan, we've sent you an email with further information. Please check your inbox.

We agree with your opinion; this situation is unacceptable. You know that we've been sending and continue to send emails to the bank. We need up-to-date information for our new request. We eagerly await your response.

Best regards, Payex24 team

The claim is NOT resolved.

The funds were never received to my UBS account.

As of today:
• UBS confirms that no incoming SEPA transfer exists
• no payment is pending
• the provided EUTR reference is invalid and cannot be used for tracing

A SEPA transfer cannot remain untraceable for almost three months.

Additionally, I contacted ZEN directly regarding the payment confirmation document. ZEN support replied that they cannot confirm the authenticity of the document and advised contacting law enforcement if deception is suspected.

Therefore, there is still no verifiable proof that the SEPA transfer was actually sent.

Simply marking the claim as “solved” without delivering the funds or providing a valid transaction trace is not a resolution.

Since more than two months have passed and the exchanger cannot confirm the existence of the SEPA transfer with a valid trace (UETR / SEPA reference), I insist on a full refund of the original USDT (TRC20) amount.

I kindly ask the BestChange administration to review this case again and request the exchanger to either provide verifiable proof of payment or issue a refund.

Yan,

During our last discussion regarding this situation in our Telegram support chat, we agreed that in order to proceed with the investigation you would provide an official written response from your receiving bank confirming that the SEPA transfer in question does not exist in their system.

You confirmed that you would submit such a request to your bank and forward the response to us. However, as of now, we have not received the requested document from your side.

Please note that we have already provided you with the EUTR (End-to-End Transaction Reference) confirming that the SEPA transfer was initiated through the banking infrastructure of our payment partner ZEN.COM. According to the information received from the sending bank, the payment was successfully processed.

In situations like this, the standard banking procedure is to initiate an official SEPA trace / investigation. However, in order to open or escalate such a request, the payment provider requires an official written confirmation from the receiving bank UBS stating that the incoming transfer with the provided reference does not exist or cannot be located in their system.

This is the reason why we previously requested this document from you. Without such confirmation, the sending bank cannot formally initiate or escalate the payment investigation.

Despite our prior agreement, instead of providing the requested documentation you chose to renew the financial claim on the monitoring platform. At the same time, the information required to continue the investigation from the recipient’s side has still not been provided to us.

For our part, we remain fully interested in objectively clarifying the circumstances of this situation and are ready to continue working with the payment provider and the involved banking institutions.

Therefore, we kindly ask you to:

- Provide an official written response from your receiving bank UBS confirming that no incoming SEPA transfer with the provided reference exists.

- Share with us any communication or information you received from ZEN.COM.

Once this documentation is provided, we will be able to immediately initiate or continue the formal payment investigation procedure.

We look forward to your cooperation in order to resolve this matter as quickly as possible.

Best regards,
Team Payex24.

I would like to clarify the situation regarding the requested written confirmation from my receiving bank UBS.

I personally visited the bank several times and asked them to search for the payment using the provided payment confirmation and the EUTR reference. UBS checked their systems and confirmed verbally that no such incoming SEPA transfer exists.

However, the bank informed me that due to their internal legal policies they are not able to issue a formal written “non-receipt confirmation” document. This appears to be a standard compliance practice for Swiss banks, therefore it is technically impossible for me to provide such a document.

At the same time, I would like to point out that such a document is not a mandatory requirement for initiating a SEPA payment investigation. In the SEPA system, the sending bank or payment provider can initiate a payment trace or investigation directly. The recipient is not required to provide a formal statement in order for the sending bank to start a trace.

Therefore the statement that an investigation cannot be initiated without a written confirmation from the receiving bank is not consistent with the standard SEPA SCT investigation procedure.

More importantly, almost three months have passed since the alleged transfer date. A legitimate SEPA transfer cannot remain untraceable for such a long period of time.

In practice there are only three possible scenarios:

1. the payment was never sent
2. the payment was rejected by the banking system
3. the payment was returned to the sender

In all three situations the funds should still be in the possession of the sender or their payment provider.

For this reason I again ask the exchanger to provide verifiable proof that the SEPA transfer was actually sent (valid UETR / bank trace / official confirmation from the sending bank) or issue a refund of the original USDT amount.

The claim therefore remains unresolved.

Yan,

Thank you for your response.

However, we would like to clarify several important points regarding the situation.

You state that representatives of your receiving bank UBS verbally confirmed that no such incoming SEPA transfer exists. Unfortunately, a verbal statement cannot be used by the sending bank or the payment provider as a basis for initiating or escalating a formal SEPA investigation.

Banking investigations require documented information that can be submitted to the involved financial institutions. This is the reason why we previously asked you to provide any written confirmation from your bank regarding the absence of the payment in their system.

If your bank indeed refuses to issue a formal “non-receipt confirmation”, we kindly ask you to provide any written evidence of this refusal (for example an email response from the bank or a statement confirming their internal policy). Such documentation would still allow us to escalate the case with our payment provider.

Please also note that we have already provided you with the EUTR, which confirms that the SEPA transfer was initiated through the banking infrastructure of our payment partner ZEN.COM.

From the sending side, the payment was processed successfully. In situations where the receiving bank cannot locate a transfer, the standard procedure is to initiate a formal trace between banks. For this process, cooperation from both sides is required.

At the moment, no official documentation from the receiving bank has been provided, which significantly limits the ability to escalate the investigation further.
We remain fully interested in resolving this situation and are ready to continue working with the payment provider and banking institutions. However, in order to proceed effectively, we kindly ask you to provide any written communication from your bank confirming:

• the absence of the transfer in their system

• or their refusal to issue a formal confirmation document
Once such documentation is provided, we will immediately submit it to the payment provider and continue the formal investigation process.

Additionally, we would like to note that during our previous discussion in the Telegram support chat we mutually agreed that you would request an official written confirmation from your receiving bank regarding the absence of this transfer and provide it to us so that we could use it in the investigation with the payment provider.

Unfortunately, the Telegram correspondence where this agreement was discussed is no longer available (although we did not delete it) and the requested documents have still not been provided by you.

We remain open to cooperation and look forward to resolving this matter together.

Best regards,
Payex24 Team.

Update:

As requested by the exchanger, I have contacted my receiving bank UBS through their official support channel.

The bank confirmed in writing that the transaction has not been credited to my account and cannot be located in their system.

I have sent the following documents to the exchanger by email:

• screenshots of the conversation with UBS support
• the full conversation exported as a PDF
• my bank statement covering the relevant period

Therefore, the requested confirmation from the receiving bank has now been provided.

I kindly ask the exchanger to proceed with the payment investigation with their payment provider.

Also, I would like to ask that all further communication regarding this case be conducted via email. Messaging apps are used for personal communication, and email is the appropriate channel for documenting financial investigations.

Thank you.

Yan,

Thank you for your update.

We confirm that your email was received recently (4 minutes after you submitted this complaint) and is currently being reviewed by our team.

The materials you provided include screenshots of your conversation with customer support at your recipient bank, UBS, an exported PDF of our transfer receipt, and a bank statement.

At the same time, we would like to clarify that the document we previously requested was an official confirmation issued by the bank, as such documents can typically be used in interbank investigations.

Unfortunately, screenshots of customer support conversations are not official bank documents and, as a rule, cannot be presented as official evidence in payment provider investigations.

Nevertheless, we will review the materials you provided and forward them to our payment provider, ZEN.COM, to determine whether they can be used to further trace the payment.

Please also note that the documents were sent to us just a few minutes before your last update on this dispute. Financial investigations require proper analysis and coordination with the financial institutions involved, which cannot be completed immediately.

We remain fully committed to resolving this situation and will proceed to the next stages of the investigation once we have completed our analysis of the materials provided.

We kindly request that you allow us a reasonable amount of time to review the documentation and contact the payment provider.

Sincerely,
The Payex24 Team.

Absolutely! You've hit the nail on the head. In the exchange business, where trust is the primary currency, customer loyalty isn't just a metric—it's the entire foundation.

When a user knows their funds are safe and the service is consistent, they stop looking for alternatives. For a platform like Payex24, that repeat business allows for better liquidity management and a more stable growth trajectory. Plus, a loyal customer becomes a brand advocate, which is the most effective (and authentic) marketing there is.

It’s clear you value that relationship-building aspect!

Thank you for your feedback! We are very pleased that you were satisfied with the quality of our service.

For the Payex24 team, transparency and meeting our clients' expectations are top priorities. We are sincerely glad that our exchanger matched the description and that you enjoyed working with us. Your positive experience is the best reward for our team!

We sincerely thank you for your trust and look forward to your new requests!

With respect, the Payex24 team

Thank you for your feedback! We are very pleased that you were satisfied with the quality of our service.

For the Payex24 team, reliability and punctuality are our top priorities. We are sincerely glad that our service was reliable, you received the funds on time, and everything was great for you. Your positive experience is the best reward for us!

We sincerely thank you for your trust and look forward to your new requests!

With respect, the Payex24 team

Thank you for your feedback! We are very pleased that you were satisfied with the quality of our service.

For the Payex24 team, speed and efficiency are our top priorities. We are sincerely glad that your exchange was completed in less than 10 minutes and that you found our service to be great. Your gratitude is the best motivation for our team!

We sincerely thank you for your trust and look forward to your new requests!

With respect, the Payex24 team

Thank you for your feedback! We are very pleased that you were satisfied with the quality of our service.

For the Payex24 team, long-term relationships with our clients are our top priority. We are sincerely glad that after using our service for a long time, you find that everything works great. Your recommendation is the highest praise we could receive!

We sincerely thank you for your continued loyalty and look forward to your new requests!

With respect, the Payex24 team

Thank you for your feedback! We are very pleased that you were satisfied with the quality of our service.

For the Payex24 team, it is extremely important to ensure that every exchange goes well, even if there are minor delays. We are glad that you received your payment in a single transfer and were satisfied with the speed of our support team's response. Thank you for your patience and for choosing us!

We look forward to your future requests!

With respect, Payex24 team

Thank you for your feedback! We are very pleased that you were satisfied with the quality of our service.

For the Payex24 team, it is extremely important to maintain consistency, so we are thrilled to hear that your experience was "as always stable, fast, and clear." Your continued trust is the best motivation for us to keep improving. Thank you for choosing our exchange service!

We look forward to your future requests!

With respect, Payex24 team

Thank you for your feedback! We are very pleased that you were satisfied with the quality of our service.

For the Payex24 team, it is extremely important to maintain consistency so that every exchange is "all ok as always." We truly appreciate your continued trust and are glad to have you as a returning customer. Thanks for choosing us!

We look forward to your future requests!

Thank you for your feedback! We are very pleased that you were satisfied with the quality of our service.

For the Payex24 team, it is extremely important to maintain the high standards you've come to expect. We are delighted that we could provide a quick exchange for you once again and that, in your eyes, we remain the best, as always.

We sincerely thank you for your continued trust and look forward to your future requests!

With respect, the Payex24 team

Thank you for your feedback! We are very pleased that you were satisfied with the quality of our service.

For the Payex24 team, it is extremely important that every exchange is completed correctly and that our users are pleased with the result. We are delighted to hear that you liked the experience, as providing a smooth and reliable process is our top priority.

We sincerely thank you for your trust and look forward to your future requests!

With respect, the Payex24 team

Thank you for your feedback! We are very pleased that you were satisfied with the quality of our service.

For the Payex24 team, it is extremely important to exceed expectations, and we are glad that the speed of the exchange was unexpectedly quick for you. We also take great pride in being a reliable exchange service with friendly customer support, as our goal is to make every transaction as smooth and pleasant as possible. Thank you for your recommendation!

We sincerely thank you for your trust and look forward to your future requests!

With respect, the Payex24 team

Thank you for your feedback! We are very pleased that you were satisfied with the quality of our service.

For the Payex24 team, it is extremely important that your funds arrive on time and that our service remains satisfactory for every user. We work hard every day to maintain this level of reliability and efficiency.

We sincerely thank you for your trust and look forward to your future requests!

With respect, the Payex24 team

Thank you for your feedback! We are very pleased that you were satisfied with the quality of our service.

For the Payex24 team, it is extremely important that every transaction goes well and that our users face no difficulties at any stage. We work hard every day to ensure our platform is as intuitive and reliable as possible.

We sincerely thank you for your trust and look forward to your future requests!

With respect, the Payex24 team

Thank you for your feedback! We are thrilled to hear that your latest experience was just as positive as the previous ones.

For the Payex24 team, consistency is key. We strive to ensure that every single transaction is handled quickly and professionally, regardless of how many times you've used our service. Knowing that you'll keep using our exchange is the best compliment we could receive!

We sincerely appreciate your continued trust and look forward to your next exchange.

With respect, the Payex24 team

Thank you for your feedback! We are very pleased that you had such a positive experience with our service.

For the Payex24 team, punctuality and reliability are top priorities. We are glad that your exchange was completed on time and without any delays. Hearing that "everything was great" is the best motivation for us to continue providing high-quality service to our clients.

We sincerely appreciate your trust and look forward to assisting you with your future transactions!

With respect, the Payex24 team

Thank you for your feedback! We are thrilled to hear that you had such a positive experience with our service.

For the Payex24 team, processing exchanges like USDT (TRC20) to WISE (EUR) efficiently is a top priority. We are glad that the 30-minute timeframe and our overall service met your expectations. Providing a seamless and reliable bridge between crypto and traditional banking is what we strive for every day.

We sincerely appreciate your trust and look forward to assisting you with your future transactions!

With respect, the Payex24 team

Thank you so much for your feedback! We are thrilled to hear that you had such a positive experience with our service.

For the Payex24 team, efficiency is a top priority. We know how important it is for our clients to have their transactions processed in a matter of minutes, and we are glad we could deliver that speed for you. Your recommendation and kind words about our excellent service mean a lot to us and motivate our team to keep up the high standards.

We sincerely appreciate your trust and look forward to assisting you with your future exchanges!

With respect, the Payex24 team

Thank you for such a high evaluation of our work! It is incredibly rewarding to hear that we’ve become the best exchange office you have ever worked with.

For the Payex24 team, a personalized approach is a core principle, not just a bonus. We understand that every transaction is unique, and we are always ready to step in where others might have hesitated or failed. We believe that real people should be there to support you, especially when dealing with complex tasks that require extra attention and care.

We sincerely appreciate your trust and are honored to be your reliable partner in exchange operations!

With respect, the Payex24 team

Thank you for your feedback! We are delighted to hear that you had such a positive experience with our platform.

For the Payex24 team, building trust is our top priority. We are thrilled that you consider us an excellent exchange service and feel confident enough to tell others to feel free to exchange with us. We will continue to work hard to maintain the high standards you’ve come to expect.

We sincerely appreciate your recommendation and look forward to your next visit!

With respect, the Payex24 team

Thank you for your feedback! We are delighted to hear that you had such a positive experience with our platform.

For the Payex24 team, knowing that you were completely satisfied with the result is our ultimate goal. We understand that reliability is key, which is why we ensure every application is processed promptly. It’s great to know that our commitment to speed and quality met your expectations perfectly.

We sincerely appreciate your trust and look forward to assisting you with your future exchanges!

Sincerely, the Payex24 team