Consumer complaint received 2020-11-11
Company: Moon Inc
State: VA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
LibertyX is a service that allows you to buy bitcoin at their assigned ATM or locations, I took the time and process to register with that company by giving them my Driver license photo copy along with a selfie showing proof who I am. 
( The event leading to my incident Date XX/XX/2020 ) ( Communication through e-mai ) The verification process took about a day or so to get fully confirmed. After the registration was completed, I started the process of using their APP. I noticed a few issues and with lack information which frustrated me and the vague response from the customer support ( I am suspecting is only 1 guy or maybe has some relations with the owner ) The first problem occurred when I couldnt get a clear answered where to make a purchase and and how and I stated I didnt want to use my bank card at any locations provider and just use cash at hand. Finally, after my numerous chat sessions with this one man support I finally got clarity on the problems I was having with my account had a status saying it was hold. Since I use a VPN a lot mostly due to my work the VPN is connected to a XXXX IP which I rotate around a lot so I can check my work e-mails along with my WIFI at home. XXXX XXXX LibertyX ) customer support stated in a threatening tone in his words in his e-mail that my account be block or remove or banned just cause my connection showed a IP from XXXX. I just felt this was like a threat just cause maybe I was asking too much information on what to do. So, I advised him on my situation and why it showed that IP by providing a screen shot of the VPN connection that I was using and then I showed him my IP after I disconnected using a services to show him my service provider name and IP, then I commented how they treating the services like a XXXX soup kitchen how he just gave me automatic threats and saying I am going to lose all access on my account, and also noted I should be more concern now if I use your services and my VPN didnt fully connect your just going to cut it off with no word or warning or understanding. Then I noted on the part how they can approve someone to use a debit card at their ATM locations but they need more security and verification for someone to go to a XXXX and use cash at hand to make a bitcoin purchase which I was trying to state that being a serious security flaw. I also explained to him how I use other Bitcoin services like XXXX and XXXX and they had problems with my vpn connection but after explaining to them why and showing proof of my location there was no problems after that.. I also asked them why this would be a big problem since I wouldnt be using a any bank card or credit card but only CASH at hand and psychically go to the location to purchase the bitcoins. ( Yes my response was rude and condescending. but anyone would get frustrated being stuck in a loop around and trying to figure out what to do with the lack of info provided from their support ) Incident date : XX/XX/2020 This morning I saw my application was approved so I started to use their app and see on what locations would be best suited for me to drive too and make my bitcoin purchase, this took me about 15 to 20 minutes of driving along with paying for tolls, once I arrived at the location I open the app and saw my account was on hold again, so I sent their support another e-mail along with a chat request asking why my account was on hold again and I finally got a response a hour later stating that he decided to close my account base off his own decision that I would be a risk.. Anyone who has gone through my situation would know this is off retaliation base off response and this a good reason why I said XXXX Soup kitchen in the first place. Just base off someone feelings on how they felt I wasted my time and money for nothing. I dont think I never had anything like this happen to me before. just because they didnt like how someone responded back worded their opinions?? I didnt violated their strict TOS by accessing their app with my VPN ( after their threaten response on closure ) so I did respected that after he was being XXXX XXXX XXXX about it to me.. they made me to believe that I was able to use this service then decided to cut me off and not allow me.. all I want is compensation for the gas/time/toll that had to spend to get to their ATM to make this purchase or they can reinstate my account ( even though I was never given the luxury to use It .. I felt like the chicken getting its head cut off.. ) No one should have to stress out and worry on something so minor and little when they can prove they are a resident of the united states , also given detail explanation about their situation and they have to go to a location physically and use CASH to make a purchase. 

Also no one should be misled and used like a tool and cut off the whim just because how they feel. 

Im sorry for any grammar or errors.. I contacted liberty support advising them on my complaint and refrained myself on communicating with them I have no history of online abuse and I still have active accounts with XXXX and XXXX And few other online vendors that sell bitcoins. I be happy to provide you my SSN /photo ID and any other info so you can do a background check on me. I have a clean record I am prior U.S Army and still holding my military bearing I can also provide a copy of my XXXX if you want = ) Libertyx Contact info XXXX XXXX https : //libertyx.com/aboutStXXXX XXXX MA XXXX XXXX ( XXXX ) XXXX support@libertyx.com libertyx.com

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation