Coin Not Received even after confirmation? Simplex support how much longer?

[somilbhargava]

I bought bitcoin worth $300 + fees on Dec 14th 2017 at 12:50 PM IST. My credit card was charged immediately and i received an email an hour later to confirm if the order was executed successfully. However, there appears to be no transaction that simplex executed which i check on blockchain explorer. I have made two transaction in past which which were below $100 and they were successful.

I raised support tickets but haven't received a response yet. What should be the next steps?

[Simplex Team]

Hello,
My name is Julia and I am the Head of Customer Support at Simplex.
I am sorry to hear about your experience and I completely understand your frustration.

We are currently experiencing delays in processing payments and in our response time to emails, due to an extremely high transaction volume, which is as a result from the growing interest in cryptocurrency trading.

We are doing our very best to process all transactions as quickly as possible and to reply your email as soon as possible!

To help me locate your transaction and get to the bottom of your case, please send me your transaction ID and I will personally investigate it and contact you as soon as I have more information: julia@simplex.com
The transaction ID is the long string of numbers and letters that appear in any of the emails we sent you regarding your payment.

I apologize for any inconvenience this may have caused you and thanks for your patience in this matter.

Sincerely,

Julia Baker
Head of Customer Support
Simplex