Review:Lost $11 due to app bug - Company refused to help, then admitted address system was broken
Review:
I lost $11.69 USDC due to a critical bug in Trustee Plus's deposit address system, and the company refused to recover my funds despite it being entirely their fault.
What happened:
I requested a BEP-20 deposit address in the app
The app showed me an address
I sent 11.69 USDC to that address via BEP-20 network
After restarting the app, it showed a DIFFERENT address for BEP-20
My funds went to the first address (which exists on blockchain and is controlled by Trustee)
Support refused to credit my account
Support response:
"Viktoriia" from support claimed I "selected wrong network" and demanded a $15 "processing fee" (not listed anywhere in their terms) to recover $11.69. She repeatedly stated "responsibility rests with the user, not our company."
The smoking gun:
Just days after my case, Trustee sent a notification: "Your new crypto addresses are ready for use. All previous crypto addresses in your account have been updated."
This is an admission that their address system had bugs - exactly what caused my loss. Yet they blamed me and refused to help.
The issue is not resolved. Everything that is described is true - the money is with you, but not in my account, you changed addresses. For me, this is unacceptable.
Reply from Trustee Plus
Dear user, as far as we are aware, our support team has already explained the situation to you and the issue has been resolved. We would also appreciate receiving a higher rating from you.