Paid for service, offline for weeks, refund refused
UPDATE: ProxyBlocks flagged this review as "defamatory" to have it hidden. It describes my genuine experience and I stand by it.
I can substantiate it with the email correspondence.
I'll be precise, because their public reply describes the situation differently from what they wrote to me by email.
The service was offline for weeks and I did not receive what I paid for. I asked for a refund several times. Support first offered only a coupon or a location switch,.neither restores weeks of lost service.
On verification: yes, I refused the "verification" they requested, specifically a screen recording of my wallet. That part I won't do, and I said so each time. My position has been consistent throughout: I'm willing to confirm the original transaction, date, amount, transaction ID (TXID), and sender address, which is all that's reasonably needed to locate the payment. That was never actually asked of me. What was asked for instead was a wallet screen recording and proof I control the sending wallet, which isn't in their Terms.
In their public reply, the request is described as narrower than what they actually asked for by email. For a refund of a service they acknowledge was offline, I will verify the transaction; I will not perform wallet screen recordings their own Terms don't require.
For the order paid by card, I have filed a chargeback for service not rendered, because crypto refund was refused.
I would gladly update this if a refund were issued. It has not been.
Antwort von ProxyBlocks
We understand the frustration caused by the outage. However, the description of the refund situation is not accurate.
We first offered a different location and a coupon as quick solutions for compensation. When these were declined, we offered a refund.
The refund was not refused by us. It has not been processed because the customer does not want to provide the verification required for a crypto refund.
Before sending crypto, we need to confirm the original payment and the correct wallet or exchange account. This is a basic security step. Our crypto payment gateway relays transactions, which means we cannot directly see the original sender address.
We do not ask for login details, account access, unrelated balances or unrelated transactions. Any unrelated information can be hidden. We only need proof that the customer controls the wallet or exchange account used for the original payment and intended for the refund.
We are still ready to process the refund once the required verification is provided.
On the order paid by card: This order (7 Days) was not affected by the outage at all and was placed weeks before the situation described occured.