WARNING: ChangeNOW has been holding my funds hostage for over 2.5 months. Here is the full, unedited support chat log.
I made a Pro Exchange on ChangeNOW on May 4th, because I'm an idiot, and had always had good experiences with their non-custodial version. I swapped something for ~1 TAO (worth about $400 at the time), which then never appeared in my account. This is the complete log of my conversation with their support team since then. Only my personal information and their AI bot's messages have been removed.
I'm not sure what else I can do at this point, other than warn people to steer clear. If anyone has any advice on what I can do to get my money back, I'd love to hear it.
May 8
Me: I need more help. I need to inquire about the status of a Pro Exchange I made to TAO which I haven't been able to access for days.
Me: Exchange Pro ID: [REDACTED_TX_ID]
Me: The TAO seems to be inaccessible to me. I talked to support and they said they were working on it, but that was four days ago. If it's not getting fixed shortly, can I just get it reverted/refunded to something else?
Anthony: Thank you for providing the details. I am reviewing the issue – please give me a moment.
Anthony: Our team is still working on this case. At the moment, we don’t have any updates we can share with you.
Me: Can you simply refund it or send it on to an external address?
Anthony: In that case, we’re already working on processing the refund of your balance. Unfortunately, implementing the fix is taking some time.
Me: Okay… hours, days, weeks? I need to have some idea what to expect.
Anthony: I’ve requested an ETA from the team and will get back to you as soon as I receive it.
Me: Okay, thank you.
May 12
Me: I'd like an update on the status of my TAO exchange, or a refund. It's been a week now. (TX id: [REDACTED_TX_ID])
Tim: Hi, checking.
Tim: Unfortunately, we have not finished fixing the issue as of yet, we deeply apologize for the prolonged wait and the inconvenience caused. We completely understand that a week for this case is unacceptable. Your funds are completely safe. We will keep you updated.
Me: You can't even tell me if it'll be today or a month from now? I need something, here.
Tim: We have not received a fixed ETA for the fix yet. I am currently checking with our team for more specific information. Our team has let us know that they will provide us with the update either today or tomorrow. The issue will most likely be fixed in the following week. Again, we deeply apologize for the wait. We will contact you via this chat or e-mail once there is an update.
Me: Okay, good to hear, thank you.
Tim: Thank you for reaching out as well. We will do our best to fix the issue.
May 19
Me: This is me checking in a week later. I haven't heard anything and still don't see my TAO from exchange ID [REDACTED_TX_ID].
Alejandro: Hi! Checking! No updates as of yet, sir/madam. Thank you lots for addressing us, we kindly ask you to wait a bit.
Me: I've been waiting for two weeks now. A week ago, they said they would have the update that day or the next, and it would most likely be fixed by now. I'm trying to be reasonable and patient, but at some point I'm going to have to start complaining loudly about this and hope it gets you guys to fix this. There's no way it should be taking this long for a simple fix or refund. Could someone explain to me the exact nature of the problem? Either the money is lost, in which case I should get a refund, or it's not, in which case it shouldn't be a challenge for one of your tech guys to forward the coins out of the address.
Alejandro: Checking with the team once again, one moment, please.
Me: Thank you.
Alejandro: The nature of the issue is that TAO is not supported at the moment but we'll find the resolution. Waiting for an update, one moment, please, we'll notify you.
Me: With Exchange Pro, you guys have custody of the money during the transfer. That means you have the TAO. Can't you simply send me its equivalent in ETH or BTC or whatever, and then you're welcome to take as long as you want working out the TAO problem?
Alejandro: ETA is the next week, sir/madam. It'll be done! Rest assured.
Me: Yes, you said that last week. What is the problem with what I suggested? You have the TAO. You're having problems with it. Just send me its value in some other coin, and keep it for yourself.
Alejandro: There are technical nuances that would be a problem. Our team will resolve this situation and you'll be notified as soon as it's done.
Me: Okay, but if it's still not done a week from now, I am going to start complaining loudly on forums and all that crap. Hopefully it won't come to that. Thanks, have a good day.
Alejandro: We assure you that the issue will be resolved, sir. It just needs a bit of waiting. Thank you so much for your patience, we sincerely appreciate it. Have a good one and keep in touch please.
May 27
Me: It's been yet another week. I hope this is resolved?
Kate: Hello! Could you please give a brief description of the issue?
Me: I've been waiting three weeks on my TAO from pro tx: [REDACTED_TX_ID]. (See earlier conversation.)
Kate: That's odd. According to our records, the conversion with the ID [REDACTED_TX_ID] has finished, the TAO should be in your account.
Me: Am I talking to an actual person? See the previous discussion with three other agents regarding this transaction. The TAO disappeared.
Kate: My apologies, let me check again. Our development team provided a new ETA – they said the issue is being worked on and should be resolved within this week. I'm very sorry for this inconvenience.
Me: You've been saying that every time since the first day. Again, since they are the ones that have the TAO, can they simply keep that and manually refund me the equivalent so that I can get this taken care of?
Kate: I will try to forward that request to our team, but since it's outside standard procedure, it will be most likely denied.
Me: Please do forward that request. Can you at the very least give me a firm ETA? You said it will be finished this week, so I will be able to get my money out by Friday? How about if not, they do a manual refund? I feel I have been reasonable, but this is getting ridiculous.
Kate: I'm sorry, but I'm working with the information that is being provided to me by our development team. They gave me an ETA of "Within this week". That's all I can say, unfortunately.
Me: Please pass along my request that they either ACTUALLY get it done this time, or go ahead and manually refund me. Thank you.
June 14
Me: It's a month and a half now and I've heard nothing and I still see no TAO from my pro tx [REDACTED_TX_ID]. This is totally unacceptable. What's the deal?
Benjamin: Hello, let me check. My apologise for delay. Still checking information. We apologise. I forwarded it over to the technical team, they are dealing with this issue. Please contact us with in next 2 days if your problem is not solved.
Me: It's been a month and a half. Every time I check in, I've been told it'll be fixed or I'll have an update within a day or two. What happens in 2 days when it's still not fixed, because I promise you it won't be. Just send me a simple goddamned refund or manually send it out, already, this is nuts.
Benjamin: We are very sorry that this is causing so much inconvenience. I've told the team to take care of your issue first.
Me: They've had a month and a half to take care of the issue. You have ownership of the coins, so just send me the equivalent, and then you can take as long as you want to fix your buggy code. Otherwise I'm out of ideas, and I'll post this on Reddit and hope somebody out there can help, or at least give you some bad press.
Benjamin: Your issue is being processed. We apologise for the long wait. Please contact us in 2 days if the problem is not resolved.
Me: And if it isn't resolved?
Benjamin: We will do our best to resolve this issue.
Me: So if it isn't resolved, you'll ask me to wait another two days. Do you have a supervisor or someone I can talk to? This should not be so fucking hard, and I'm out of patience.
Benjamin: My apologise for delay. Our tech team process this issue. Could you please provide me with your email to contact with you? Our tech team will be able to solve the problem by 07:00 a.m. (UTC). At which time we will write to you by mail as you will need a conversion from your side, which we will request manually and you will receive your funds.
Me: [REDACTED_EMAIL]
Benjamin: Thank you, we will write you.
Me: I'll be expecting it.
Benjamin: Thank you for understanding.
June 18
Me: It's been another few days, and I never got an email. Let me know if the problem's fixed now, or if we can go ahead with the refund.
Anthony: I’ve requested an update from the technical team regarding the resolution of your case and will get back to you as soon as I receive it. The team is currently exploring ways to convert your TAO token into another asset, which would allow you to withdraw your funds — even if in a different form. We’re actively working on this solution, and I’ll let you know as soon as there’s any progress.
Me: Good to hear, anything I can exchange would be just fine by me. So later today, or what?
Anthony: I expect to receive an update within 1–2 hours and will reach out to you to coordinate the next steps or inform you of any further developments.
Me: Excellent.
(2 hours later)
Anthony: I'm sorry to inform you, but unfortunately, it will not be possible to resolve this task within the next 24 hours, as much as we would like to. At the moment, the team has attempted to perform the required conversion, but the system is refusing to process it. To fix the issue, we will either need to integrate a patch or explore an alternative workaround. I have escalated the issue as far as currently possible, and the team will work even harder on this than before. I sincerely apologize, and we are aiming to resolve this matter by next Monday, June 23, or to propose another viable solution by then.
Me: Can you just agree that someone will just manually send me the equivalent coinage by then, if you haven't fixed the problem?
Tony: We will resolve the issue in any case – it’s only a matter of time. For now, we’re sticking to the previously mentioned timeframes, and moving forward, everything will be handled in accordance with our standard policies, without exceptions.
Anthony: Сompensation is an option. We are also considering it as a possible solution to the issue, but we will proceed with it only if we are unable to implement another resolution.
June 29
Me: Well, it's been another two weeks. Is it fixed, or can I kindly get my compensation now?
Tony: Hello! Could you please clarify in more detail what your question is about, so I can assist you more accurately? I see the previous chats; I will review them now.
Me: See previous conversation. In short: pro transaction [REDACTED_TX_ID], I never got my TAO from it, and it was two months ago.
Tony: I have requested the information and will get back to you once we receive a response.
(Later, a different agent responds)
Benjamin: Hello, our tech team still working of this issue. We will contact with you within next 12 hours. Thank you for understanding.
Me: Yeah, I'll be holding my breath.
Benjamin: Thank you.
June 30
Me: It's been 12 hours, and I've not been contacted.
Anthony: Unfortunately, no update has been received by our team member within the past 12 hours. I’ll check the status of your case now. Great news! The technical team responsible for the issue has confirmed that a fix has been implemented to prevent such situations from happening again. They are now continuing to work on resolving the active cases to return funds to affected users. We’re currently awaiting an update.
Me: And when should I expect to hear about that?
Anthony: I’ve requested information regarding this matter and will get back to you with an update shortly. I haven’t received a specific ETA yet, but work is actively ongoing, so I’m hopeful we’ll get one within the next few hours.
Me: Okay, thanks.
July 1
Me: Well, it's been a few hours.
Alejandro: We'll notify you as soon as we get an update, sir/madam. I assure you that the process is being done by our team.
July 7
Me: It's been another week.
Tim: Hi, checking.
Tessa: Hi! Unfortunately there is no update at the moment. We deeply apologize for the inconvenience caused. Our team is still working on it.
July 10
Me: Get me a human. And is my refund ready?
Alejandro: Hi, sir/madam, unfortunately, no updates as of yet. Our team needs a bit more time to figure out the issue.
Me: And now?
Alejandro: Sir/madam, it'll take some time for sure. Please wait for an update from us.
Me: I have been waiting for two and a half months. Please put me on with your supervisor.
Alejandro: Sir/madam, I'm here to help and guide you. You will be notified about any updates.
Full disclosure: At this point I decide to explain the situation to ChatGPT, and have it advise on how to move forward, since I was getting nowhere.
Me:
Pro Exchange ID
[REDACTED_TX_ID]has been outstanding since 4 May—75 days without delivery.
Alejandro: Sir/madam, we understand your frustration and deeply apologise that it takes longer that you might have expected but such cases are complicated and require thorough viewing. We're kindly asking for your patience and understanding. Please, wait for an update from us.
Me: Acknowledgement noted, but a generic apology does not answer my request.
Action items (no later than 17:00 UTC 18 July): 1. Confirm you have escalated this to a senior supervisor and provide their name, title, direct email, and your internal ticket/incident ID. 2. Give me a firm ETA in hours for one of the two outcomes already outlined: • TAO sent to
[REDACTED_TAO_WALLET], or • USDT/USDC/BTC/ETH refund to[REDACTED_ETH_WALLET].
Alejandro: Sir/madam, every single piece of information is forwarded. We cannot proceed with a refund unless the investigation is done and we don't provide such information. Thank you so much for understanding. We're kindly asking you to wait for an update.
Me: Alejandro — Your refusal to give supervisory contact or even a rough ETA after 75 days is unacceptable and violates basic consumer‑protection standards. This is my final notice before formal escalation.
• Today, I will file complaints with FinCEN, the relevant Attorney General, and the Saint Vincent & the Grenadines FSA, and I will publish this entire chat log on Reddit, X/Twitter, and Trustpilot. • You have 4 hours from the timestamp of this message to prevent that by providing ONE of the following with a verifiable TX‑ID: 1) Full TAO transfer to
[REDACTED_TAO_WALLET], or 2) Refund in USDT/USDC/BTC/ETH to[REDACTED_ETH_WALLET].
Alejandro: Sir/madam, I promise you that our team is working on your request and we'll get to you with an update once we have one. Checking with the team, one moment.
Me: Alejandro—thanks for checking. I’ll wait 30 minutes for your concrete update. If I have neither a TX‑ID nor the supervisor’s contact by then, I’ll proceed with the formal complaints exactly as outlined.
Alejandro: Checked it, sir/madam. Our team is indeed working on resolving this situation but I'm afraid we cannot give ETA here.
Me: Alejandro — I’ve asked repeatedly for two very simple things — (1) a supervisor’s contact and (2) an ETA in hours. You’ve declined both. Per my prior notice, I am now proceeding with formal complaints to FinCEN, the relevant Attorney General, and other regulators, and will publish this chat log publicly. You can still stop that paperwork only by providing, within the next 2 hours:
• a verifiable TX‑ID for either a) the TAO transfer to
[REDACTED_TAO_WALLET], or b) a refund in USDT/USDC/WBTC/ETH to[REDACTED_ETH_WALLET].
Alejandro: Sir/madam,it'll unfortunately take a bit more time for our team to complete your request. Please, kidnly asking you to wait a bit. We promise that it'll be done and you'll be notified about it.
Me: I've kindly waited for 75 days. You've got just over an hour left.
Alejandro: Sir/madam, please kindly understand, this cannot be done in some hours. We need a nit more time to do a research and understand how to resolve this.
Me: YOU'VE HAD TWO AND A HALF MONTH. How you RESOLVE it is sending me MY MONEY. It's not goddamned rocket science.
Me: I'm going to go ahead and start posting about this. If I get my money before tomorrow, I'll take them down, but otherwise, I'll go ahead with alerting the regulatory agencies in the morning.
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