Change Reviews 333

Reply from Change

Mar 27, 2025

Dear Kyunghee,

Thank you for your additional feedback - we appreciate all input, even if it’s your fourth negative review in a row.

We’d like to reiterate that our passive account maintenance fee was introduced in September 2023, and we made every effort to inform all users well in advance through multiple email notifications and reminders. You had more than 30 days to close your account if you did not agree with the updated terms, and we have reason to believe that you received our emails, giving you sufficient time to take action.

Avoiding these fees is very simple - all users need to do is trade, deposit, or stake any cryptocurrency at least once every 90 days. In fact, staking not only counts as activity, but also provides users with daily rewards.

As for the Trustpilot ratings, we’re aware that not all users are happy, but it’s worth noting that even the world’s largest crypto exchanges have even lower ratings. Negative experiences tend to be shared more often than positive ones, but we remain committed to providing transparent services to our 135,000+ verified users.

Kind regards,
Change

Reply from Change

Mar 20, 2025

Dear Rasmus,

Thank you for your feedback here as well.

As we have already responded to your concerns via email, we would like to reiterate the key points. You have received, opened, and likely read all communications regarding the inactivity fee. Despite this, you have not taken any action to avoid the fee.

While we deeply regret the frustration this has caused you, we have done everything possible to ensure transparency and strongly reject any allegations of wrongdoing on our part. As with any financial institution, our fee structures are subject to change, so we encourage users to review their finances regularly.

Kind regards,
Change

Reply from Change

Mar 20, 2025

Dear Clementin,

Thank you for your feedback. We understand your frustration, but would like to clarify a few things.

The inactivity fee has been in place since September 2023, and we have communicated this transparently through multiple notifications and channels. We've always operated within the law, and in this case, we've gone beyond standard disclosure practices to ensure transparency. We would never take advantage of our customers and we strongly reject any allegations of wrongdoing. As with any financial institution, our fee structures can change from time to time, so it's important to keep an eye on your finances regularly.

If you would like to check how you were notified of these changes to our T&Cs, please contact us at support@changeinvest.com. If we have made a mistake, we will refund you in full.

Kind regards,
Change

Reply from Change

Feb 26, 2025

Dear XRP MAD,

We're sorry to hear about your experience, especially after 4 years of nothing but satisfaction. However, we can assure you that all emails sent to our support team at support@changeinvest.com are usually addressed within 1 hour, or by the next morning in case of overnight inquiries.

It's highly unlikely that you haven't received a reply as we have no backlog. Please check your spam or promotions folder as our emails may have ended up there.

If you still can't find our replies, please contact us again.

Best regards,
Change

Reply from Change

Jan 23, 2025

Dear MixedChick,

We’re really sorry to hear about your disappointment. Please let us to provide some additional context.

Like all financial institutions, we occasionally update our pricing structure. The Passive Account Maintenance Fee, introduced in September 2023, was implemented to ensure the platform remains secure, compliant, and operational for all users. This fee only applies after 90 days of inactivity and can be easily avoided by almost any activity - buying, selling, depositing or staking crypto. Staking, in particular, not only helps you avoid fees but also gives you daily rewards. We understand that you may not open the app every day, or even every month, and we don't expect you to. However, it's important to review your investments regularly to ensure they are in line with your goals and any policy updates.

In terms of communication, we have made every effort to notify all our users well in advance and to re-engage them where possible. Emails announcing the changes to the T&Cs/fees (on 18 August 2023, with reminders on 18 September 2023, 5 October 2023 and 17 January 2024), updates on our website, official social media channels, newsletters and app notifications.

If you'd like to know more about how you've been informed, please provide your registered email address and we'll be happy to share the details with you as transparency and compliance are core to our values.

If you have any further questions, please don't hesitate to contact us at support@changeinvest.com. We're here.

Kind regards,
Change

Reply from Change

Jan 20, 2025

Dear Miguel,

Thank you for sharing your thoughts on the updated T&Cs introduced in August 2023. We understand all of your points and appreciate the opportunity to clarify them.

While it's true that recent negative reviews relate to this topic, it's important to note that our platform serves over 135,000 verified users, and the feedback you refer to represents a very small percentage of our user base. Unfortunately, satisfied users rarely take the time to leave their feedback.

The changes to our fee structure were communicated through multiple channels, including email notifications, updates on our website, announcements in newsletters, push notifications reminding users to remain active, and posts on official social media channels such as Telegram. We have always been transparent and made every effort to ensure that users were aware of the changes well in advance.

It's worth noting that changes to fee structures are a standard practice across financial services globally. Actively monitoring one's funds remains crucial, as pricing adjustments may occur from time to time.

We're sorry to hear that you've decided to close your account, especially as you weren't personally affected by this fee due to your staking activity. However, we remain committed to providing one of the safest and most reliable platforms in the European market, operating in full compliance with EU regulations and licensing requirements.

If you have any further questions or feedback, please don't hesitate to contact us at support@changeinvest.com.

Kind regards,
Change

Reply from Change

Jan 20, 2025

Dear Marko Vandalik,

We're sorry to hear your negative experience, but let us clarify few things here. The Passive Account Maintenance Fee has been in place since September 2023, and we've been transparent about it, not just with "just one email" as you claim. The fee only applies after 90 days of inactivity, and it's very easy to avoid it - making a trade or deposit of any value, or wager at least once every 90 days (staking is permanent). Your consent to these T&Cs was given in through the initial notification email, giving you more than 30 days to decide whether to continue using our service or close your account.

Based on our records - all initial inactivity fee emails were OPENED BY YOU on the same day they were sent - e.g. 18 August 2023, 18 September 2023, 5 October 2023, and 17 January 2024. Despite this, NO ACTION HAS BEEN TAKEN to prevent the fees. In particular, the email entitled Passive Account Maintenance Fee Reminder from 17 January 2024, clearly states:

“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.”

This fee HAS NOT BEEN introduced silently or in any non-standard way. Changes in pricing are sometimes necessary in financial services, and it's important to actively manage your funds. As highlighted above, we have made every effort to inform you in advance... many times.

If you have any concerns about past transactions, please contact us at support@changeinvest.com. We'll be happy to help you review your account history.

Kind regards,
Change

Reply from Change

Dec 9, 2024

Dear Jay,

Thank you for sharing your feedback with us. We're sorry to hear of your dissatisfaction with our platform and would like to clarify a few things.

Our inactivity fee is €20 per month after 90 days of inactivity - €450 is not possible after 14 months, when these fees were officially introduced. We've communicated this policy extensively, going above and beyond legal and market standards. Notices have been sent out multiple times and also shared across multiple platforms. We don't know of any other company that has communicated changes as widely as we have.

All transactions are executed at current market prices, with no hidden margins, only spreads. The price discrepancies you mention were due to temporary visual display errors in the application that didn't affect the actual execution prices. These issues were rare and were resolved quickly, usually within a few hours. In such cases, our users are not negatively affected - in fact, it's usually our platform that pays the price for these discrepancies.

While we understand the importance of reliability in crypto trading, the app has only experienced only very few outages in many months of continuous operation. These were exceptional and don't reflect the normal performance of our platform. We're constantly working to improve our services and minimise potential future issues.

Our prices remain among the most competitive in the market and we strive to provide a seamless experience for our users. If you need anything else, please don't hesitate to contact us.

Kind regards,
Change

Reply from Change

Updated Dec 9, 2024

Dear David van Laar,

We understand your frustration and are truly sorry to hear about your experience. However, we’d like to clarify a few points:

The most critical email about the changes to our T&Cs, including the introduction of passive account fees, was sent on 18 August 2023, and it was opened by you on 19 August 2023. It is unclear why no action was taken to prevent the fees at that time.

The fees applied are not hidden. In addition to the email notifications, we have communicated these changes on our website and social media channels.

There are costs associated with ensuring the highest levels of security, managing EU licences, audits and maintaining the platform. While we have always advertised commission-free BTC purchases, we have never claimed that the platform as a whole is free.

We deeply regret any inconvenience caused and remain at your disposal should you have any further questions or require any assistance.

Kind regards,
Change

Reply from Change

Dec 9, 2024

Dear Agnes,

We’re really sorry to hear about your experience and understand your frustration. The passive account maintenance fees have been in place for over 14 months, and we’ve taken every possible step to inform users, including email notifications and updates shared on our website and social media.

We’d like to clarify that no funds have been “lost.” Fees have been applied in accordance with our T&Cs.

It's also worth noting that it's very easy to avoid these fees—by making a deposit, purchase, or sale at least once every 90 days, or by staking any cryptocurrency, which not only avoids the fee but also earns you daily rewards.

We deeply regret any inconvenience this may have caused and appreciate your feedback. If you have any further questions or concerns, please don’t hesitate to contact our support team at support@changeinvest.com.

Kind regards,
Change

Reply from Change

Dec 9, 2024

Dear Alex,

We're deeply sorry to hear about your health situation, keep fighting!

In relation to your concerns, we'd like to make it clear that no one was scammed or had their money taken unfairly. In your case, the fees charged were far less than the amounts you've mentioned. Fees are calculated on the current market value of assets and aren't affected by past or future market conditions. For example, just as 1 SOL is always 1 SOL, €20 is always €20, regardless of market fluctuations.

It's important to monitor your finances regularly and we've gone above and beyond market standards to keep our customers informed. We've communicated the changes through multiple emails, website updates and social media channels to ensure full transparency.

We deeply regret any inconvenience caused and remain available should you require any further assistance.

Kind regards,
Change

Reply from Change

Dec 3, 2024

Dear Alan,

Thank you for your feedback, and we are truly sorry to hear about your frustration.

We understand how important it is to be informed about account changes. The email you're referring to, sent on 18 September, was a reminder about updates to our T&Cs. However, the first and most important email regarding these changes was sent on 18 August, entitled “We are updating Terms and Fees”, which explained the upcoming changes in detail.

On 5 October, we sent another reminder about the introduction of the passive account fee, with the following information:
“Among changes in deposit and withdrawal thresholds, we introduced the passive account fee. This fee doesn’t ask for much - for example, if during 90 days, you stake just one crypto (this is a free action in the app) for one day and get one reward, the fee isn’t applied. Also, if you dollar-cost-averaged into bitcoin with any investment amount once every three months, the fee doesn’t apply.”

Furthermore, in January 2024, an additional "Passive Account Maintenance Fee reminder" email was sent to all users, stating:
“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.”

These notifications were supported by updates on our website and socials.

We have gone above and beyond legal requirements and market standards to ensure transparency. While we understand this may be disappointing, fee structures change regularly across all financial institutions.

We sincerely regret the inconvenience this has caused, but we've done our best to keep you informed.

Kind regards,
Change

Reply from Change

Nov 27, 2024

Dear Jérémy Darras,

Thank you for your feedback. We're sorry to hear about your frustration, and we'd like to clarify a few things. Our records confirm that you did indeed receive and open all emails regarding the passive account fees. Given this, it's unclear why no action was taken to avoid the fee. For example, on 5 October 2023, we sent you a detailed email which stated:

‘Among changes in deposit and withdrawal thresholds, we introduced the passive account fee. This fee doesn’t ask for much – for example, if during 90 days, you stake just one crypto (this is a free action in the app) for one day and get one reward, the fee isn’t applied.’ All of this was also communicated via our website and socials.

In your specific case, the fees applied were as follows:
• 19 September 2023: €20
• 19 October 2023: €4.25
In total, these fees amount to less than €25, not the €120 you mentioned. The fee was applied independently of market fluctuations. We cannot think in that way if we were to charge you now, your previous LTC holding, which you bought at its ATH in 2021, would recover a little. Don't forget that these changes to the T&Cs have been in place for over 14 months ago.

We regret any inconvenience caused, but we did our best.

Kind regards,
Change

Reply from Change

Nov 18, 2024

Dear Mist,

We understand your frustration and would like to clarify a few points. The first notification about changes to our T&Cs was sent on 18th August 2023, giving users 30 days to decide whether to continue using our services or close their accounts. Further reminders were sent on 18th September and 5th October 2023, along with further communications in 2024. These emails were not spam. In 2023, we sent very few emails, but from mid-2024, we started sending newsletters about cryptocurrencies and stocks updates. Users always have the option to to use unsubscribe button in all of these emails.

Avoiding inactivity fees is very simple—almost any action in the app (deposit, buy, sell) or staking cryptocurrency, which also offers daily rewards, is enough to avoid fees. We've made every effort to ensure transparency, going beyond the legal requirements, but some users have taken no action despite being informed.

If you contact us at support@changeinvest.com, we can verify whether these emails were delivered to your account.

Kind regards,
Change

Reply from Change

Updated Nov 15, 2024

Dear Jānis Smutovs,

We can feel your frustration and are very sorry to hear about your experience. As we've already responded to you via customer support, we'd like to reiterate that your entire account balance of €8.28 was used to cover inactivity fees on 19. 9. 2023, which were introduced over a year ago. We made every effort to inform you about the change to our T&Cs, with notifications sent on August 18, September 18, and October 5, 2023—all of which you RECEIVED and OPENED.

We are committed to being one of the safest and most transparent places on the market, and we've made every effort to keep our customers informed about changes, not only by email, but also on our website and social media.

---
To clarify, in 2021 you deposited €20, which was used to purchase ETH and BTC. As of September 19, 2023, the value of your portfolio was €8.28. Our fees are not based on the current market situation and do not change dynamically with market fluctuations.

Kind regards,
Change

Reply from Change

Updated Nov 13, 2024

Dear Ivan Hrvojevic,

We're truly sorry to hear about your experience and understand your frustration. The inactivity fee policy was introduced over a year ago, and we've made every effort to keep our users informed. In your case, emails were sent on 18 August 2023, 18 September 2023 (opened), and 5 October 2023 (again opened). In addition, on 17 January 2024, you received an email entitled “Passive Account Maintenance Fee reminder,” clearly stating, ‘The fee is charged on the 19th calendar day of each month if you have been inactive for 90 days prior.’ + web and socials.

We've gone above and beyond the standard protocol to ensure transparency, and we certainly haven't taken anything unfairly. Please contact us at support@changeinvest.com if you have any further questions—we’re here to help.

Kind regards,
Change

Reply from Change

Oct 30, 2024

Dear Andrew Zarb,

Thank you for your feedback. We understand your concerns about the passive account fees. These fees were communicated clearly and transparently over a year ago, with all our clients receiving a 30-day advance notification about these changes. Like other financial institutions, we periodically update our fees to maintain the highest levels of security and to comply with our European licences. In addition to updating our T&Cs, we have also communicated these changes via 4 emails, socials and our website.

Regularly reviewing your finances can help avoid any surprises. If you have not received any emails or there is anything else we can help you with, please don't hesitate to contact us at support@changeinvest.com.

Kind regards,
Change

Reply from Change

Oct 28, 2024

Dear Gabija Visockyte,

Thank you for reaching out with your concerns regarding the passive account fee. Like all financial institutions, Change periodically reviews its fee structures. Our most recent update, implemented over a year ago, followed many years without changes. Maintaining the highest security standards and managing our licenses comes with costs - however, we have ensured that this passive fee can be easily avoided by almost any activity (deposit, buy, sell, staking, etc.) at least once every 90 days.

We communicated these updates through multiple notifications via email, our website, and social media. While we regret any inconvenience caused, please rest assured that Change is dedicated to prioritising security and providing what we believe to be the safest platform available.

Kind regards,
Change

Reply from Change

Oct 21, 2024

Dear Matthew,

Thank you for your feedback. We'd like to clarify a few points.

Our fee structure has been in place for over a year and is publicly available on our website (https://www.changeinvest.com/pricing). We're committed to full transparency regarding our fees. Furthermore, we always notify clients of any changes at least 30 days in advance, providing ample time for review and any necessary action.

It’s important to note that inactivity fees can be easily avoided by almost any activity within the app, such as buying, selling, staking, or making a simple deposit at least once every 90 days. We also want to reassure you that our customer support team is made up of real people dedicated to helping our customers, and we don't use AI.

If you registered with us before September 2023, please do not hesitate to contact us at support@changeinvest.com. We can quickly and easily verify whether you received any of the emails we sent.

Thank you for your understanding.

Best regards,
Change

Reply from Change

Sep 16, 2024

Dear Lars,

We apologise for the frustration this has caused.

To clarify, passive account maintenance fees apply to inactive accounts, as outlined in our T&Cs, which have remained unchanged for over a year. We've endeavoured to keep customers informed by sending multiple emails (18. 8. 2023 - 30 days before changes take effect, 18. 9. 2023, 5. 10. 2023 and 17. 1. 2024), including reminders to those entering passive status, and providing notice of upcoming fees. We've also kept our website up to date and used social platforms to communicate these changes. While we're committed to transparency, please understand that it can be challenging to continually remind customers of long-standing policies. Our efforts have gone well beyond legal requirements and market standards.

If you haven't received these communications, please let us know and we'll be happy to check for you.

Kind regards,
Change