Consumer complaint received 2021-10-07
Company: Foris DAX, Inc.
State: WI
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other transaction problem

Complaint:
On XX/XX/2021 - I contacted Crypto.com customer support via chat in the exchange application requesting assistance to be able to withdraw money from the exchange to my bank. I provided " XXXX '' in XXXX the following description of my problem : " I am having trouble withdrawing fiat [ U.S. currency ] from my [ Crypto.com ] account. I have successfully transferred money from my bank, but don't have a connection back for withdrawals for some reason. I need help. I have already tried to follow the Q & A or frequently asked questions section [ to try and trouble-shoot ] to no avail. Please call me at ... '' I was provided links by XXXX to articles entitled " Fiat Wallet - USD Withdrawal via ACH '' and " Fiat Wallet - USD Bank Transfer via ACH Network. '' As stated, I had already read both articles and tried to trouble-shoot getting connected to my bank but was unsuccessful. A while later, someone named XXXX provided me with a hotline phone number XXXX. I tried this number but there was no option to speak to anyone at Crypto.com directly, and the automated system essentially directed me to use the customer support chat to resolve my issue. Via chat, I asked XXXX to give me a call at the number provided. XXXX directed me to use the hotline number she had provided me. Again, I tried the number with the same outcome : no option to speak to the live person to resolve my issue. I communicated this to XXXX via chat, " I tried that number and it did not tell the option to contact someone directly. It sent me back to this text box communication. Very frustrating. '' Her reply was, " Probably the system appropriated this conversation as open and did it to avoid clutter. I can still assist you here though! '' Before I could reply, XXXX sent another message, " I can see you are currently away, I will close the conversation for the time being. Once you reply, it will re-open. '' At the bottom of the text box it read : " Your conversation has ended '' Below that, there was a " Send us a message '' button. When I clicked it to " re-open '' the conversation as XXXX directed, I was taken out of the chat to a notification that informed me that I have an open chat currently and therefore can not start a new one. I had no way of continuing that conversation. I tried to re-enter the conversation multiple times but always with the same outcome so I quit trying that day. 

From XX/XX/2021 to XX/XX/2021 - I had multiple communications with Crypto.com customer support. 
On XX/XX/2021 - I initiated another conversation with Crypto.com 's support via chat after attempting to connect my Crypto.com Fiat Wallet on their exchange to my bank account again ( so I could withdraw my money from the exchange ). Crypto.com supposedly uses a third-party company called XXXX to connect their Fiat Wallet on the exchange to one 's bank account. After following the instructions in the XXXX XXXX ( in the Crypto.com Fiat Wallet ), selecting my bank ( which was listed as an option in the Plaid app ), and entering my username and passwork as requested by the XXXX XXXX, I was notified that although my login credentials are verified XXXX  could not find any active accounts under my name at my bank. The fact that login credentials were verified by the XXXX XXXX proved I had an account at that bank. The XXXX XXXX also instructed me to contact my financial institution to determine if the issue was at my bank. I did contact my bank, and they confirmed that my account was verified to XXXX. According to my bank, the problem was NOT on their end, it was on Crypto.com 's end or on XXXX 's end. When I reached out to Crypto.com via the customer support chat function, I conveyed all this information to a support person who requested screenshots from my phone of exactly what the XXXX XXXX message was. I sent a step-by-step series of screenshots from the XXXX XXXX that I was connected to via Crypto.com 's Fiat Wallet to show the support person. The support person thanked me for the screenshot, and assured me she would forward the information on to Crypto.com 's tech team to get it resolved. She did suggest I try to use another bank that may be more compatible with the XXXX XXXX. I did not do as she suggested ( though I do have another account at another bank that I could have tried ). The next morning on XX/XX/2021, I went on Crypto.com 's exchange and purchased exactly XXXX of the cryptocurrency Etherium. I closed the app, and sometime later that day reopened it. When I went to my Crypto Wallet account, it no longer showed me the amount of Etherium I had in the wallet like it usually did. The wallet did show a fluctuating ( market ) dollar value of the crypto currencies I owned, but not the coins themselves. When I attempted to access any of the functions in the Crypto Wallet, I received the message in the app the I had " Insufficient Funds. '' I immediately contacted Crypto.com support via the chat function to inquire about this. I was informed that my account had been disabled temporarily so a tech team at Crypto.com could perform some kind of review or audit on my account. Again, this was on XX/XX/2021. Since that time there have been numerous communications, both via chat on their app and by email, between myself and Crypto.com support staff. 

On or about XX/XX/2021 - I initiated a formal complaint to Crypto.com regarding everything stated above. I was contacted by someone called XXXX ( XXXX ) on XX/XX/2021 who informed me he was " one of the appointed complaints handling officers within our company '' and would personally be overseeing my case. I have regularly communicated with XXXX a couple times a weeks since XX/XX/2021. To date, I have not spoken to a single live person from Crypto.com 's customer support. To date ( XX/XX/2021 ) my Crypto Wallet account at Crypto.com remains disabled or locked. As of XXXX XXXX XXXX on XX/XX/2021 my Crypto.com Wallet account shows I have a balance of {$3300.00} USD. I have been unable to access my money on this exchange since XX/XX/2021.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief