Transfer NEM issue (from Poloniex to HitBTC without use NEM Message) [SOLVED]

Hello, I trasfered NEM from Poloniex exchange to HitBTC exchage without use NEM Message. So money did not come.
Supports of both exchanges do not say any information.
Is it possible to cancel a transaction? Or to return money in any other way?

Address on HitBTC: NBX3QKZJV2UPO3NJ5ULTFW2V5EE4N2I5N2REX7PO
Address on Poloniex: NBZMQO7ZPBYNBDUR7F75MAKA2S3DHDCIFG775N3D

2017-11-18 12:44:00
Amount: 6728.40925776
Txid: a62972db32a6060211f56b51a59d6f43515fead2d8976146d1bba8e6d6f9a69b

http://chain.nem.ninja/#/search/a62972db32a6060211f56b51a59d6f43515fead2d8976146d1bba8e6d6f9a69b

Thank you in advance!

7 posts were merged into an existing topic: Exchange Support. Lost XEM at an exchange? Post here!

I already created a topic on this forum and user (Pawelm), who explained the situation and suggested what to do, asked me “give us information about final result”. So, I am writing…
All history:

2017-11-18
I transfered NEM from Poloniex to HitBTC without use NEM Message.
Txid: a62972db32a6060211f56b51a59d6f43515fead2d8976146d1bba8e6d6f9a69b (http://chain.nem.ninja/#/search/a62972db32a6060211f56b51a59d6f43515fead2d8976146d1bba8e6d6f9a69b)
About it I wrote to:

2017-11-19 (next day)

  • From HitBTC support I got answer in ticket:

    “We were able locate your deposit, but we need time to identify you as its owner. If nothing goes wrong, we will credit your account with your lost deposit approximately next Saturday. We will contact you right after we will proceed.”
  • And in HitBTC forum:
    “Hello! Please note that sending XEM without the Message won’t lead to a successful transaction. But no worries! We were able to locate your deposit and we would contact you in ticket #49132 right after we will credit it to your account. Thank you for your patience.”
    The beginning was optimistic. I began waiting.

2017-11-26 (“next Saturday”)
There was no answer.

2017-12-04 (a week later)
I came to the conclusion that something went wrong and decided to make video (with timecodes) to prove that both accounts are mine (Poloniex and HitBTC) and I did that NEM transfer.
Video content in sreenshot from HitBTC ticket:

2017-12-09 (one more week)
I created new ticket (may they don’t read new messages in old tickets at all). Where described the whole story with video and fresh screenshots.

Now (after 3+ weeks)…
May they are needed some another information - it’s ok, I’m not an expert, and under each of my message I wrote that: “I can provide any other necessary informaition”, but they do not go to the contact… At first I lose 1300$, now NEM has grown and I’m losing 2600+$. For me, it is a very significant sum.
So:
Why did they say “but no worries” and now ignores me?
Had anyone similar experience?
What do you can advice now?

Thank you in advance!

Could you please check if XEM wallet in hitbtc is not in maintenance? Maybe this is the reason they are waiting with answer.

XEM wallet in HitBTC works correctly. There are no warnings about prohibition for output or input in NEM wallet, the address of the wallet shows freely. For example, recently the USDT was not working and there really was no way to enter the wallet.

Special for check I bought 31 NEM:

I don’t have idea why they don’t answer… I hope they will and return your tokens soon @Matrixphp
I’m afraid can’t you help more in this situation…

The first 2 weeks I also hoped.
Anyway, thanks you for the help.

P.S. I’ll try also to write on the HitBTC forum.

Try write all places you can. Twitter, Facebook, Forum. Good luck my friend.

Today, NEM was returned. I do not know whether this is connected with the posts here, on their forum or facebook, because the video has not been gotten new views and I didn’t get resonse in tickets from there support.
So, many thanks to them for honesty, and to You Pawelm and this forum for consulting and support!

1 Like

Great @Matrixphp! :slight_smile: