Change Reviews 

Reply from Change

Updated Mar 28, 2024

Dear Renata,

Thank you for taking the time to share your feedback with us. We sincerely apologize for any frustration you've experienced regarding the passive account fee.

We have sent multiple emails about these fees, including on 18th August, 18th September, 5th October 2023 and 17th January 2024 (+ socials and website) - so it has been almost every month. It's important to note that the passive account fee can be easily avoided by staking at least one cryptoasset, making a trade within a 90 days period or simply making a deposit.

We remain committed to providing a properly licensed, audited, and secure investment experience, which comes with associated costs that cannot be overlooked. Our clients' trust means everything to us, and we're constantly working to improve our communication channels to better serve you.

If you have any further questions, please don't hesitate to contact us.

Kind regards,
Change

EDIT: Based on system data - 18. 8. 2023 - "We are updating Terms and Fees" - opened on 2023-08-18 at 14:54:07. 18. 9. 2023 - "Reminder about changes in our Terms of Service" - received, not opened. These two were the most important from our side, the rest of the communication was just our proactivity and openess. Please check your spam folder from time to time as some emails are automatically deleted after 30 days.

Reply from Change

Updated Mar 9, 2024

Dear Hana,

Thank you for your feedback. We sincerely apologise for any frustration caused by the recent changes in our terms and conditions.

We would like to clarify that we contacted you 30 days in the advance (18. 8. 2023) and after these 30 days (18. 9. 2023) you received another at least 2 more reminders ([18. 8., 18. 9.], 5. 10. 2023 and also in native Czech language 17. 1. 2024 - not to mention that we also communicated these changes via our social media and website).

In emails from 18. 8. and 18. 9. you could find the following message: "We kindly request you to take time and review the updated Terms, which can be accessed here. The changes take effect today, 18th September 2023. By continuing to use our services, you are agreeing to the revised Terms." and later in the reminder also "We would like to kindly remind you that a Passive Account Maintenance Fee may soon be applied to your account. The fee is charged on the 19th calendar day of each month if you have been inactive 90 days prior to that." To be honest, we did our best.

We regret any confusion or inconvenience this may have caused. We take your feedback seriously and are actively working to improve our communication methods to ensure a more transparent experience for our users. If you didn't receive these emails, please contact us.

Kind regards,
Change

Reply from Change

Mar 8, 2024

Dear Matej,

Thanks for your positive energy! 🤞 We appreciate your recommendation and we are so happy to hear that you like our app! We strive to provide an excellent user experience - nothing less! Enjoy the bull run 🐂 and don't forget to check out our latest news! www.changeinvest.com/change-pro - trade over a 1,5 million instruments on 150 global markets in 27 currencies with low fees.

Best regards,
Change

Reply from Change

Mar 8, 2024

Dear Hakes,

We're sorry that you were not satisfied. We take our customer feedback seriously and would like to know more about your negative experience. As we have contacted you through Trustpilot and haven't heard back from you after 3 days and your review is up (which it shouldn't be), we would like to ask you here what the problem was. Your feedback will help us to improve. Thank you!

Sincerely,
Change

Reply from Change

Feb 29, 2024

Dear Peter,

We take your concerns seriously, and we would like to reassure you that our operations are fully legal. We are licensed, regulated, and comply with all EU laws governing our industry.

If there is any perception of wrongdoing, we are more than willing to cooperate with any relevant authorities to demonstrate our commitment to operating transparently and within the bounds of the law. Your trust is crucial to us, and we are happy to discuss any further questions or concerns you may have.

It's important to note that these changes were communicated well in advance, including through social media, our website and numerous emails. We are sorry that this was not enough for you, we tried our best.

Thank you for your feedback.

Kind regards,
Change

Reply from Change

Feb 27, 2024

Dear Ovanap,

Thank you for taking the time to share this with us. We really value your feedback and understand your dissatisfaction with the recent implementation of the €20 passive account maintenance fee.

We sincerely apologise for any inconvenience caused by the introduction of this fee. We have noted your suggestion of regarding alternative notification methods - such as an SMS.

Your loyalty and recommendations are highly valued and we regret any inconvenience this situation may have caused you. We understand the importance of trust and are actively working on improving our communication methods to provide a more direct and personal experience for our users.

We appreciate your understanding during this not-very-happy time and we take your feedback seriously. Please be assured that we are actively reviewing our approach to better meet with customer expectations. If you have any further suggestions, please do not hesitate to contact our support team.

We hope to regain your trust in the future.

Kind regards,
Change

Reply from Change

Feb 23, 2024

Dear Vohon,

Thanks a ton! We're happy you're vibing with Change. 😍 Yes, we're all about transparency, even if many people don't see it that way lately. Your trust means the world to us! 🌎

Not sure where you got that we offer bonds...don't spoil it, not yet! But 2024 is the year of Change, you'll see!

Best regards,
Change

Reply from Change

Feb 20, 2024

Dear Petr,

We hear your frustration about the inactivity fees and the challenges of transferring altcoins to your wallet.

We are committed to providing a safe and secure investing experience, and there are costs associated with maintaining such standards. The passive account fee can be avoided by staking at least one cryptoasset or making a trade within a 90 days.

Looking ahead, our plans for 2024 include significant enhancements, including new withdrawal options. Thank you for your feedback; it helps shape our improvements.

Kind regards,
Change

Reply from Change

Feb 9, 2024

Dear Ferda,

Thank you for your feedback.

We understand the importance of effective communication and we have sent emails about these fees to all of our customers on 18th August, 19th September, 5th October 2023 and 17th February 2024. We have also communicated via our website and Telegram.

We apologise for any confusion regarding the passive account fee. It's important to note that this fee can be easily avoided by staking at least one cryptoasset or making a trade of any size within 90 days. We feel the need for clearer communication on our end and are actively working to improve in this area - in 2024 we have hired a Czech person to help us with the language barrier.

From a legal perspective, we would like to emphasise our commitment to operate transparently and within the law. We assure you that we will cooperate 100% with any regulatory authorities to address and resolve any concerns.

We want to assure you of our commitment to providing a properly licensed, audited, and secure investment experience. The associated costs are essential to maintain the high standards required for your financial security.

Please feel free to contact us at support@changeinvest.com and we will be happy to verify whether or not you have received this communication. We want to make sure that you have access to the information you need to make informed decisions.

Kind regards,
Change

Reply from Change

Jan 29, 2024

Dear Maarek,

Thanks for taking the time to give us feedback.

We don't really understand what do you mean by "taxes". Our active users have some of the best rates on the market today. If you mean passive account fee then It's important to note that this fee can be easily avoided by staking at least one cryptoasset or making a trade (buy or sell) of any size within 90 days. We don't really ask that much.

We want to assure you of our commitment to providing a properly licensed, audited, and secure investment service. While we strive to keep our services accessible, there are unavoidable costs associated with maintaining such high standards.

We value your opinion and are committed to continuous improvement. If there's anything else, please don't hesitate to contact us.

Best regards,
Change

Reply from Change

Jan 25, 2024

Dear John,

Thanks for your positive feedback! We're sooooooo happy to hear that you think our app looks fresh and that you really like the variety of instruments. The absence of order fees is indeed intended to create a more user-friendly experience, and we're pleased to know that it contributes to the overall satisfaction.

Your feedback is valuable, and we appreciate your friendly reminder that there is always room for improvement. If you have any specific suggestions or features you'd like to see in the future, please let us know. We're here to improve your trading experience.

We look forward to continuing to improve and meet your expectations!

Best regards,
Change

Reply from Change

Jan 25, 2024

Dear Alice,

We would like to thank you for everything! Your support and loyalty means a lot to us and is it inspiring. We're so lucky to have you also as a happy client and appreciate everything you do for Change.

We're in this together.
Once a Changemaker, always a Changemaker.

Warm regards,
Change

Reply from Change

Updated Jan 22, 2024

Dear DLB,

Thank you for sharing your experience with us, we really appreciate it.

Firstly, we sincerely apologise if you missed our recent emails about these updates, sent on 18th August, 18th September, and 5th October 2023. Clear communication is essential and we regret any inconvenience this may have caused.

It's important to note that this fee can be easily avoided by staking at least one cryptoasset or making a trade of any size within 90 days. We are committed to providing a properly licensed, audited, and secure investment experience, but this high standard comes with costs and our app cannot be completely free. For our active users we offer some of the most competitive pricing on the market.

While we do our best to be as transparent as possible, we see that there is room for improvement. If you have any questions or comments, please do not hesitate to contact us - support@changeinvest.com.

Best regards,
Change

Reply from Change

Updated Jan 22, 2024

Dear Mateo,

We appreciate your openness, and we want to assure you that your feedback is important to us. We sincerely apologise for any inconvenience caused by the inactivity fee you have experienced.

Firstly, we understand your frustration and the importance of clear communication, and we regret any oversight that may have led to your dissatisfaction.

We would like to clarify that we sent emails regarding updates, including the inactivity fee, on the 18th August, 18th September, and 5th October 2023. If you can contact your email provider and provide us with real evidence, we will refund you in full, but the data from our system is crystal clear.

Regarding the inactivity fee, we would like to point out that it can be easily avoided by staking at least one cryptoasset or making a trade of any size over a period of 90 days. Our goal is to encourage engagement and ensure that our users have an active and rewarding experience with us.

We want to emphasise our commitment to providing a properly licensed, audited, and secure investment experience. While we understand that fees can be unwelcome, it's essential to maintain the high standards necessary for a secure platform. Please be assured that these fees are not arbitrary and are a result of the costs associated with ensuring the highest levels of security and compliance.

Thank you for your understanding, and we wish all you the best.

Best Regards,
Change

Reply from Change

Updated Jan 22, 2024

Dear N A,

Thank you for your feedback.

We're genuinely sorry for any perception of lack of notification. We sent emails about these updates to all of our customers, including you, on the 18th August, 18th September, and 5th October 2023. We have also communicated extensively on our Telegram and website. The passive account fee can be easily avoided by staking at least one cryptoasset or making a trade of any size within 90 days.

We would also like to emphasise our commitment to providing a properly licensed, audited, and secure investment experience. While we understand the impact of fees, the costs associated with maintaining the highest standards cannot be overlooked. We appreciate your understanding in this regard.

Your decision to close your account is disheartening for us. We'd like to explore all possible solutions before we say goodbye for good. If you're open to talk, please contact us - support@changeinvest.com.

Best Regards,
Change

Reply from Change

Updated Jan 22, 2024

Dear Rene,

Thank you for sharing your experience with us.

We're sorry to hear about your recent experience with the inactivity fee. We'd like to clarify that inactivity status can be avoided by staking at least one cryptoasset or making a trade of any size within 90 days. In terms of communication, we sent emails to all our customers, including you, on the 18th August, 18th September, and 5th October 2023 about these updates (+ Telegram and www.changeinvest.com/pricing)

We understand that the inactivity fees can be frustrating, and we want to assure you of our commitment to providing a properly licensed, audited, and secure investment experience. There are significant costs associated with maintaining the highest standards, and we appreciate your understanding in this matter.

We would also like to address your perception of our company's background. We operate transparently and have been committed to building trust with our users since 2016. If there are specific concerns you'd like us to address, please let us know, and we'll make sure we provide clarity. This year we have also new ownership and management from Switzerland.

Thank you for your time.

Best Regards,
Change

Reply from Change

Updated Jan 22, 2024

Dear D3vil,

We hear you, we feel you, and we'd like to clarify a few points:

We regret any confusion regarding the passive account fees. It's important to note that these fees can be easily avoided by staking at least one cryptoasset or making a trade of any size within 90 days. In addition, we have communicated these changes via email on three separate occasions (18th August, 18th September, and 5th October 2023 + Telegram and our websites) to ensure that our clients are informed well in advance.

We pride ourselves on providing a properly licensed, audited, and secure investment experience. However, it's important to recognise that maintaining these high standards comes at a cost that that cannot be fully absorbed as a free service. This commitment is essential to protect your investment and ensure a trustworthy platform. For our active users, we continue to offer some of the most competitive prices in the market.

Thank you for your feedback and understanding.

Best regards,
Change

Reply from Change

Jan 22, 2024

Dear Maximilian,

We understand that the recent changes to our fee structure have caused negative feelings, and we'd like to address this in a transparent manner.

With regard to the passive fee, we would like to emphasise our commitment to providing a properly licensed, audited, and safe investment service. There are significant costs involved in maintaining this and whilst we strive to offer competitive services, it's important to acknowledge that certain fees are necessary to support the security and compliance measures we have put in place. For our active users we continue to offer still some of the most competitive prices in the market.

Your feedback is vital in helping us to improve our services, thank you.

Best regards,
Change

Reply from Change

Updated Jan 22, 2024

Dear Nicole,

We are really sorry to hear about your experience and we feel your frustration.

Regarding the passive account fee, we would like to clarify that it can be easily avoided by staking at least one cryptoasset or making a trade of any size within 90 days. We have sent several emails on 18th August, 18th September, and 5th October 2023 explaining these updates in detail (+Telegram, www.changeinvest.com/pricing).

We also want to emphasise our commitment to providing a properly licensed, audited, and safe investment experience. While we understand that fees may not be a welcome aspect, these costs are essential to maintain the high standards of safety and compliance that we uphold. We would like to offer you our services free of charge, but this is not possible in this day and age.

We have done our best, we are sorry that it has not been enough.

Best regards,
Change

Reply from Change

Jan 23, 2024

Dear Ondřej,

Thank you for your feedback.

We would like to emphasise our commitment to providing a properly licensed, audited, and secure investment service. This commitment comes at a cost and unfortunately, we cannot offer our services completely for free. We strive to be transparent about our fee structure to ensure that users are informed. We understand that you may be frustrated by the monthly fee. It's important to note that the passive account fee can be easily avoided by either staking at least one cryptoasset or making a trade of any size within 90 days.

Regarding your statement about "an additional 20 EUR fee on the last transaction", we would like to clarify that this information is not correct. We do not charge an additional 20 EUR on any transaction, so we are not sure if you were not charged a high gas fee on the withdrawal, which is very common these days and beyond our control.

We understand the importance of financial security and are committed to providing a strong and reliable platform for our users. If you have any further questions, please contact our support team, and we'll be more than happy to assist you - support@changeinvest.com.

Thank you for your understanding.

Best regards,
Change