Help please / I am Confused: I bought ETH from MoonPay, but received WETH instead. I asked support what happened, and they responded only by disabling my MoonPay account with no specific reason provided & refuse further communication. My questions for thi

Hi all,

A little over a week ago, I tried to purchase some ETH via the “Top Up” interface on the Torus wallet website, using the MoonPay option. As you can see, in both the drop down menu & well as the left sidebar, the 3 crypto currency options to choose from with MoonPay, as presented on the Torus website, are ETH, MATIC, and USDC.

https://preview.redd.it/7t60gvybtv8a1.png?2170&format=png&auto=webp&s=3a9e5f343252b6fc6e06d8a7adadcbfb256c039d

https://preview.redd.it/poxijqajtv8a1.png?998&format=png&auto=webp&s=0b805056d5c0abd61d1bfd991e75e1b8465d4bea

https://preview.redd.it/0o38247ttv8a1.png?928&format=png&auto=webp&s=75e58e05e20b71a4d342063776757df02ca476b9

https://preview.redd.it/wb7h8dtutv8a1.png?924&format=png&auto=webp&s=953a5e9b9e6580424584af7fefbb2bbb43aa4c78

As this is my first time making such a purchase, I was extra thorough in checking every confirmation page & email I was presented with, to make sure that the currency selected is “ETH”, as I had wanted to make sure I didn’t accidentally purchase MATIC.

…Which made it all the more shocking to me when MoonPay seems have sent me WETH???? WETH wasn’t even an option to choose from via the methods/interface I used, so I fail to see how this could have even been user (my) error?

Here is the polyscan link to the transaction

https://polygonscan.com/tx/0xf79e0b4ad068a85006561648137686860ce0f38d0ceeb9938fee5110ec5f76f7

I submitted a support request on MoonPay’s website, and received no reply after 8 days.

(I did receive an automated email immediately after submitting the support request, saying they typically respond within 24 hours, excluding holidays, etc.)

If you want to read it, here is the message I submitted to MoonPay support (along with many of the screenshots in this post). No new information I haven’t already mentioned above, though, so you can probably skip over reading it.

https://preview.redd.it/qltlizxytv8a1.png?903&format=png&auto=webp&s=dbd53cbc10c0e97e761f7fafbc5efded78049e74

So after 8 days, I sent a DM to u/MoonPaySupport on twitter, and got this reply.

https://preview.redd.it/jaerd881uv8a1.png?600&format=png&auto=webp&s=036fb5ecc88a647a0824d5e152ae9932d7be89de

Note, that was & to this day still is, my first & only crypto currency related transaction I’ve ever done with that wallet, or any other wallet. That is, in fact, the first crypto wallet I ever had. So it’s quite literally impossible that I had done anything else in the past with my account/wallet/history that was against their terms & conditions. I have literally never had any crypto currency in my possession/ownership until that WETH they seem to have mistakenly sent me instead of the ETH I had purchased from them.

With all that said [thank you, sincerely if you read through this far], my questions are:

1. Am I correct in understanding that I should have received ETH and not WETH? There actually is an issue here, right?
2. Given that u/MoonPaySupport said “This decision is final and we won't be able to provide any further assistance on this matter.” It seems I have zero course of action to take in regards to getting the ETH I paid for from them?
3. Any recommendations for where I can reliably/safely purchase some ETH, ideally not from an exchange where I need to submit a bunch of documents to open an account? I am Canadian / credit card has Canadian address, if that makes a difference. My resistance towards submitting documents to open an account with an exchange isn’t because I am trying to remain anonymous or anything, but because ALL I WANT right now is enough ETH to pay for some gas fees to transfer some NFTs out of my Torus wallet, and opening an account with an exchange seems so “excessive”/so much work (yet here I am typing out this long ass post).

Thank you so much for any help / insight any of you can provide.