Agree, that should not be happening and it sucks. That's pretty much the same my bank is doing to me when I'm sending euros to CEX. And they are supposed to be an "upgrade" to banks... glad I haven't run into such issues with the exchanges I'm using.
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I am extremely pissed and their customer service sucks completely!
Yeah, poor customer service is a major red flag for me. I've changed exchanges a couple of times just because of that. Or lack of it.