Hello,

We request the exchanger's administrator to respond to the user's complaint.

Sincerely, administration of the BestChange exchanger monitor.

Hello Maksym,

You contacted us two months after the completion of your transaction. At this point, the account from which the funds were transferred has been closed. As a result, a refund request from this account could not be processed since, as mentioned, it is no longer active.

Furthermore, the Revolut system should accurately reflect the account status and recognize that it is closed, making a refund technically impossible. In this situation, there is a high likelihood that the bank is holding the funds without returning them to the sender.

We recommend that you insist on a clear explanation from Revolut and request official confirmation of the refund. It is important to assert your position and ensure transparency in this matter.

Additionally, please note that such requests can typically be processed within 1–2 weeks after the transaction is completed, but not after such a long period. Your first message to us was only sent on March 11.

Naturally, when working with thousands of clients, we maintain a large database of accounts across various banks and platforms. However, all these accounts exist for a limited time—up to two weeks, and in some cases up to a month. After this period, they are closed and removed from the database, making access recovery impossible.

We would like to remind you that we have made every possible effort to assist you and have done everything within our capacity. However, it is important to understand that we are not responsible for the actions of your bank and cannot process such requests.

When creating your transaction, you agreed to our service’s terms and conditions by accepting the relevant clause. Please refer to section 5.6 of our Terms and Conditions:
https://wx.money/en/tos

According to this section, we are not responsible if a bank or payment system blocks, declines, freezes, or returns a transaction.

Best regards,
WXmoney

1) we contact you immediately after we get this request from bank.
2) you do not provide any proove that it's was your account, but you provide some screens from bybit and some telegram massages — where we clearly see that you broke the rules of bybit by requesting moneys for third party users — if need I can provide all screens for bestchange admin
3) when you close the account on revolut you definitely have a prove — like an email. sms etc. I ask you to provide it but you did not do this. I also have prove for this in emails with you.
4) in case you provide a prove like telegram massages that you closed this account I would be able to provide it to revolute — but you didn't do that on time during a week and revolute take this moneys back

So, looks that you provide very very bad service and I want to share all our emails and support contact with bestchange admins to help me to calaim moneys back — because it looks that we do not only get an issues bacuse of your transactions. But also we going to lose a lot of money which under risk because your user request moneys back from our account.

I take a look to your 5.6 of our Terms and Conditions:
*** — in your case you account in revolut — you confirm this in our emails — reqest moenys back from us — we have proove from revolut that this was request of the user which is yours and you paid from this account. So, looks like account is not closed and you start pushing me that it's — that the revolut is *** and they just want to take our money for nothing. Before this you wrote that this is just a test.

The Contractor shall not be liable in cases when the Customer's party has frozen, rejected or returned the payment made under the order. — it's not our case in your policy. In our case your account request moneys back. It's not an action from third party provider or frozen moneys on our side.

Also a question — if account in revolut was closed, how you provide the screen of the transaction for telegram? I think it's fake, but the question how I can push the bank that this account is closed if a couple of days ago you give me a prove from telegram that this user has access for this account?

By your actions, you have blocked the possibility of proving to the bank that the account is closed, even if this is true.

return the money and compensate for the loss of time and nerves.

Maksym,
It is unclear why you assumed that we used Revolut for this transaction. Revolut is known to be a problematic platform for processing mass payments, and due to its limitations, we do not utilize it for such purposes. In this case, the transfer was made from a standard bank account via SEPA Instant.

The so-called “user-initiated refund request” appears to be a mechanism frequently employed by the platform itself. In practice, such refund requests often do not result in the actual return of funds. There is ample information available online regarding this issue, which you may review independently.

Firstly, as previously communicated, the account used for this transaction was closed long ago, and all related information has been permanently deleted from our databases. Even if we were willing to submit a request regarding this account, it is technically impossible. Moreover, the email address linked to this account is no longer accessible, and due to the nature of our operations, it is not feasible to store data on the thousands of accounts we use over the years. Maintaining this information indefinitely in anticipation of potential inquiries from third-party platforms is neither practical nor reasonable.

From the moment the full amount was successfully credited to your account, the transaction was considered completed.

Secondly, there is no incentive for our exchange service to jeopardize its long-standing reputation, which we have built over many years and among tens of thousands of satisfied clients, for the sake of any marginal gain by “defrauding” you. We process transactions worth tens of thousands of dollars daily, and the very idea that we would engage in minor fraudulent schemes through “refund requests” is entirely illogical and unfounded.

You contacted us two months after a successfully completed exchange, demanding that we take responsibility for funds that you already received and for a transaction that was finalized. How could we possibly know what occurred with your account afterward? For what purpose was it used? What funds were previously deposited to it? Why did Revolut begin to inquire about the origin of your funds through its standard practice of initiating “refund requests”?

Naturally, we will never have access to this information.

You always can find some proove that account was closed. I'm going to ask revolut about confirmation that moneys where requested by your user. If they provide such a confirmation — it will just confirm that you doing planed ***.

You have referred to the statute of limitations several times. Please show in your rules that there is a statute of limitations for claims? if you scum people in time — and close a claim without any proove just simply referring to his activities.

all you list of question could be answered — about our account. But it's not related that you account request money back.

as a result of you activity, just your activity we using exactly only your payment.

bestchange admins may I provide you all our email to take a look from your side to our question?

Claim is not closed, please admin provide the email to share with you information and all massages from their and my side.

Just send you to email confirmation from revolut that moneys get back to your account

this exatly the bank that you mentioned in telegram massages that you provide.

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***

So, now we have simple situation — the payment back to your account is in progress — when it's done it mean the account is open. If it back to revolut — it means that account is closed. Not possible to make payment successful if account in your side is closed. Let's wait for this and I will give you all proove with video from app.

Also it's not possible that revolut will use exact yours bank details to rollback the payment without request from your account.

Dear Maxim,

We are unclear about the objective of your claim. Regardless of the evidence you provide, we have explained multiple times that the account in question has been closed and no longer exists in our system. All associated data, including linked email and other information, was permanently deleted after the designated retention period. This account is categorized as processed, and we do not retain extensive databases of previously used accounts.

It is not possible for any funds to have been returned to this account, nor could a refund request have been initiated from it. Too much time has passed since the transaction was completed.

We strongly urge you to refrain from further pursuing this unproductive matter. As previously mentioned, our website clearly states clause 5.6 of our Terms and Conditions, which you agreed to when placing your order.

There is no further course of action possible regarding this situation. We recommend that you direct your efforts toward resolving the issue with Revolut, as the root of the problem lies with your payment provider.

Best regards,
WXmoney

Revolut support said that request for moneys back was created 45 days ago — so, it's when your account was still opened. It means that you request money back payment right after you transfer moneys for us.

My next step. I wait when transactions will be finished. I mean transfer from our account back you your account. If moneys are transferred back — it means that your account is opened. Now this transaction is progress.

I will back with all proves.

We get confirmation that moneys back to your account from revolut — the transaction confirmation and screen I provide you in email.

It's confirm that your account is not closed.

we claim to back our moneys in usdt 2500 EUR

bestchange admins please verify our email and check that this wx.moneys made a *** for us.

You made a payment in Jan 9
then you request money back to your account
we get this request from revolut in 45 days
we claim to you

all proves provided to your support including video from bank interface that moneys back to your account from which you paid.

Otherwise, we will contact the police of our country of residence to initiate an investigation against you.

We are looking to moneys back after review of your evidence.

You made a payment in Jan 9
then you request money back to your account
we get this request from revolut in 45 days
we claim to you

all proves provided to your support including video from bank interface that moneys back to your account from which you paid.

Otherwise, we will contact the po lice of our country of residence to initiate an investigation against you.

We are looking to moneys back after review of your evidence.

Maksym, as you already know, your refund request came 2 months after the payment was made, the account from which the payment was made is not active, access to it and mail was automatically deleted from the database after the statute of limitations expired.
We would like to remind you of clause 5.6 of our Terms and Conditions, which you agreed to by creating an order. In accordance with this clause, we are not responsible for the actions of banks or payment systems, such as blocking or refunding transactions.

In addition, we have always tried to be in touch and helped you within our competence. Unfortunately, in this situation we can't satisfy your request for a refund as the sender's account was closed and inactive. We recommend that you contact your bank's support and ask them for an official confirmation of the refund. It is important to defend your position and seek transparency in this matter.

Because of your action account with moneys blocked and your account request moneys back to your account and we lose the moneys and revolut account witch used for many years. you responsible for this. Waiting for money back from you.

Your account is opened. and we get and provide you confirmation in video that you received moneys back.

We are going to make case for ic3.gov for you and the action you performed.

Maksym, we repeat for the 10th time, the account from which the payment was made is closed and inaccessible.
We use many accounts, and each of them has a validity period.
All information, accesses and mail associated with the account - stored up to 2 weeks from the last transaction. It is impossible to log in to the account or perform any actions - the information is deleted automatically from the database.

Revolut unlawfully made a decision to return the funds to the account that does not even exist. We recommend you to write and seek a fair decision about this situation in Revolut support. You can also check with Revolut if they can make a refund to another account, we will provide you with a valid current account to which we can get a refund and then return the funds to you.

Revolute provide us all information and confirm that moneys a received on you bank account. I give you evidence. you can't provide any proove that you close this account. This is simple bank bureaucracy and if you do not store such information it's your fail.

You had the opportunity to provide a different account when we asked you to. By requesting the money to be sent to another account, you acknowledge that the funds could have indeed gone to the old account. Unfortunately, they are already gone, and there is nothing we can do. Sorry, but Revolut's credibility is significantly higher than yours.

waiting for money back from your side. But any way are opening ticket on our side as U. S. citizens, we won’t be left in trouble.

We are very sorry that you refuse to read what we are telling you, but we will repeat it anyway.
Maxim, we repeat for the 10th time, the account from which the payment was made is closed and unavailable.
We use many accounts, and each of them has its own expiration date.
All information, accesses, and emails associated with the account are stored for 2 weeks from the date of the last transaction. It is impossible to log in to the account or perform any actions - the information is automatically deleted from the database.

Revolut illegally decided to return funds to an account that does not even exist. We recommend that you contact Revolut support and seek a fair solution to this situation. You can also check with Revolut if they can make a refund to another account, we will provide you with a valid checking account to which we can receive a refund, and then refund your funds.

You have the right to go anywhere, but that doesn't change the fact that we can't return what we don't have.

My money stayed with you. The funds that were transferred by you were returned to you. And you just keep repeating that the account was closed while accusing Revolut of a scam.

At the same time, Revolut has provided all the evidence that the transfer was returned to you—statements and account details. We even provided a video from the interface.

Have you reviewed the evidence of the funds being returned to you? Can you prove that your account is closed? I think it's obvious that you should return the money.

Website administration, please review the evidence I have provided to the service. My claim remains open.

We are very sorry that you refuse to read what we are telling you, but we will repeat it anyway.
Maxim, we repeat for the 10th time, the account from which the payment was made is closed and unavailable.
We use many accounts, and each of them has its own expiration date.
All information, accesses, and emails associated with the account are stored for 2 weeks from the date of the last transaction. It is impossible to log in to the account or perform any actions - the information is automatically deleted from the database.

Revolut illegally decided to return funds to an account that does not even exist. We recommend that you contact Revolut support and seek a fair solution to this situation. You can also check with Revolut if they can make a refund to another account, we will provide you with a valid checking account to which we can receive a refund, and then refund your funds.

You have the right to go anywhere, but that doesn't change the fact that we can't return what we don't have.

You've accused Revolut multiple times of acting illegally. In fact, it's clear that you requested a refund but can't provide any proof that your account was closed. You also haven't given any counterarguments to the evidence I provided. So, are you saying that Revolut faked the transfer screenshots and that their support team provided them through Revolut's official support? It looks more like you've been lying from the very beginning. And now it turns out that you might have given a different account for the refund. Why didn’t you provide it earlier, before the money was sent to your supposedly closed account? After closing an account, there’s always either an email confirmation or offline documents. You're just ***.

You have caused damage not only to your own funds but also to salary payments in the account that was blocked due to your actions. We are working on filing a case against you, and our complaints have already been accepted everywhere.

We have never claimed that Revolut falsified any screenshots. Our statement is simply that the refund request was initiated by Revolut itself—we certainly did not do it.

You keep repeating that “After closing an account, there is always either an email confirmation or offline documents.” However, we have already explained multiple times that there is a designated retention period for account data. In your case, this period has expired.

You contacted us two months after the account was closed. At this point, the account is considered processed, and its information is no longer stored in our system. We do not retain data on thousands of inactive accounts for years. According to our internal regulations, once the retention period ends, all information related to the account, including access to it and associated email, is automatically deleted from our database.

As I already mentioned above, your account requested a refund immediately, and this is confirmed by the correspondence with Revolut. Revolut processed this request according to its regulations within 45 days. I came to you as soon as we received the request. You refuse to review any evidence. You do not want to prove that your account is closed. Then why are you closing my refund request? I have provided you with all the evidence that the money was returned to your account. In response, you simply refer to the fact that I came to you with the request too late. This means that you have experience with such scams and know exactly how to execute them.

I am providing you with all the evidence that the money is with you. You claim that you do not store data from 1,000 accounts. In my opinion, you have no arguments to prove that you did not receive the money back. Therefore, return the money you owe.

It is evident that further discussion with you is futile, as it does not lead to a constructive outcome.

Once again, we draw your attention to Clause 5.6 of our terms and conditions, which you agreed to when accepting the user agreement at the time of submitting your request. This clause regulates the procedure for handling such cases and defines the conditions under which data is processed and stored.

Since these terms were clearly communicated to you in advance and accepted by you when submitting the request, any further claims on this matter are unfounded.

In other words, your rules state that you can take the money back, refer to a third party, and then no one is to blame, but you still keep the money. Great service!

Then say that the service is not responsible and try to close the claim. On what basis are you closing the claim? Let it remain open until the dispute is resolved.

You have received the payment for your request and confirmed that the funds were credited to your account. Therefore, the request was successfully completed.

No funds were taken back. There is no reason for that to happen, as it would amount to an outright scam, and a service engaging in such practices could not have operated for so many years.

Furthermore, we do not bear responsibility for the operations of third-party platforms, banks, exchanges, or any other financial institutions used by our clients. This is clearly stated in our service terms and conditions. Each financial institution has its own regulations and procedures, and we have no control over how they process transactions, what information they request, or what decisions they make. However, we always assist our clients in such matters and provide all available information, but we cannot be held responsible if the receiving party rejects or mishandles the transaction.

Our primary responsibility is to send the payment and ensure that it is successfully credited, which was the case with your transaction.

We reject your claim because we genuinely do not understand what exactly you are demanding from us. Your request was fulfilled, a significant amount of time has passed, and there was no reason for a refund to be issued. Moreover, the account to which, according to you, the funds were returned is no longer active. Access to it is impossible, as all login credentials, including passwords and emails, have long been deleted.

This raises a logical question: why are you directing your claims toward us instead of the platform you are working with? How do they justify the fact that, according to their statement, any user can reclaim any payment at any time? What is the logic behind their system in that case? On what grounds did they process a refund? Was a complaint filed with the authorities stating that the funds were stolen or needed to be returned for some legal reason?

You are relying on a platform that, according to your description, can unilaterally take funds from an account and return them simply because the sender allegedly requested it. Yet, your claims are directed at us solely because “Revolut stated that they refunded the money,” which you assume means the funds are now with us.

Most likely, Revolut did indeed send the funds somewhere, but the real question is: where exactly were they sent, for what reason, and was the recipient able to receive them?

For over a week, we have been trying to explain that we did not request a refund. Access to this account is impossible because all associated data was deleted long ago, and the account no longer exists. However, you refuse to acknowledge this and consider the situation logically.

As a large exchange service, it is entirely unprofitable and illogical for us to engage in such schemes. Do you truly believe that we would intentionally withhold a relatively small sum while spending excessive time responding to claims and damaging our reputation? Think about this from a rational perspective.

This is our final response to your claim, as we see no reason to continue discussing the same matter any further.

You requested a chargeback, but there is no third party you are referring to. I have provided evidence of this, yet you are ignoring it.

Where in your rules is the statute of limitations for claims stated? I contacted you as soon as I became aware of the issue – I have also provided evidence of this.

Well, if you have nothing to add and cannot provide any evidence, then let the claim remain open. What’s the problem?

I also ask you to note that the main reason for the refund was a discrepancy in the details you provided in the screenshots. We also provided this information to you in our conversation with Revolut.

Therefore, the fault lies entirely with you – you requested the refund and, through your support, provided incorrect details to ensure that the refund was successfully processed.

I provided you with a specific statement with the account details that fully match the account from which we received the money, and we have given you proof of this. Yet, you still insist on mentioning a third party.

There are only two parties here – us and you.

Maksym, your order is complete.

Wx.money does not have any financial obligations to you.

Regards, Wx.money administration!

Based on the evidence we have provided, you have significant financial obligations towards us. None of the rules you cited in your service apply to the described situation. If you do not control account closures and do not keep such records, then your employees could have simply left the account open, creating this situation. However, it seems that this does not concern you, and you are not looking into the details. We demand a refund.

Maksym, your order is complete.

Wx.money does not have any financial obligations to you.

Regards, Wx.money administration!

John helped me with the exchange.