Consumer complaint received 2023-11-13
Company: Foris DAX, Inc.
State: NM
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Money was not available when promised

Complaint:
To Whom It May Concern, I present a timeline of events for clarity : XX/XX/2023 : I sent {$830.00} from my XXXX USDC wallet to my crypto.com USDC wallet via the XXXX XXXX  ( Transaction : XXXX ). After the transaction didn't appear in my wallet after 30 minutes, I verified its success with the XXXX XXXX. ( https : XXXX ) I also verified the destination wallet address provided to me by crypto.com was unchanged and correct ( it was ). 

XX/XX/2023 : Contacted crypto.com support via in-app chat, was informed of a 20-minute response delay but received none until the next day. 

XX/XX/2023 : Received an email from crypto.com about changes in USDC transfers over the XXXX XXXX, which was too late to be helpful. 

XX/XX/XXXX- Present : Repeatedly contact ( ed ) crypto.com support through the app and XXXX  ( formerly XXXX ) direct messenger daily to resolve the issue. 

XX/XX/2023 : Informed crypto.com through the support chat about the impending XX/XX/2023 deadline, referencing an article from XXXX, the USDC issuer, that outlined changes to USDC on the XXXX XXXX. ( XXXX XXXX XXXX XXXX ) XX/XX/2023 : Reiterated the XX/XX/2023 deadline to crypto.com support to address the issue before XXXX stopped processing transactions using the " old method '' ( now coined " USDC.e '' method ). 

XX/XX/2023 : Compiled this chronology to document my efforts to recover the {$830.00} USDC/XXXX  sent to my crypto.com wallet. 

XX/XX/2023 : Sent an email with the above chronology to crypto.com support I was working with ( XXXX ) XX/XX/2023 : Sent a message through the customer support conversation I had open with crypto.com, requested an update. 

XX/XX/2023 : Crypto.com support responded through the conversation in their app, letting me know they were " still checking into the matter ''. Informed crypto.com support that they had only 4 days remaining before the changes made that caused this whole issue would not be reversible, and they would be personally responsible for reimbursing my missing funds. 

XX/XX/2023 : Sent a message through the customer support conversation I had open with crypto.com, requested an update. Received no response. 

XX/XX/2023 : Sent a message through the customer support conversation I had open with crypto.com, requested an update. Received no response. 

XX/XX/2023 : Emailed the primary crypto.com support email ( contact @ crypto.com ) letting them know it had been 2 weeks and I still have not received a resolution to my problem. 

XX/XX/2023 : Sent a message through the customer support conversation I had open with crypto.com, requested an update. Received no response. 

XX/XX/2023 : Started filling claim with CFPB. 

In conclusion, this chronology highlights my ongoing attempts to resolve the issue with crypto.com and emphasizes the urgency of addressing the matter before the looming deadline of XX/XX/2023, when transaction processing changes may become irreversible. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation