Consumer complaint received 2021-09-19
Company: eToro USA LLC
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Fraud or scam

Complaint:
On XXXX I wanted to sell bitcoin on my account at eToro.com and found there is no " SELL '' OPTION click. I emailed the manager XXXX XXXX XXXX and he did not reply until XXXX XXXX and said " Upon review of your account, I do not see anything out of the ordinary. There are no restrictions on the account. Can you send me a screenshot of the error message, please? Thank you. ''. On XXXX since no one responded me, I went to eToro.com website and saw a blinking phone number for customer service XXXX. I called and a rep named XXXX XXXX picked up the phone right away. ( I was surprised, finally someone wanted to help me ). I explained that I can't sell the bitcoin and he said he had to come into my pc to see what happened. He came into my pc and took 1 hour and could not resolve the issue and wanted me to call back the next day to continue. On XXXX, since XXXX said he did not find anything wrong in my account, I called XXXX back in the afternoon for him to help me. He asked me to use my cell phone to download " WALLET and eToro app '' on my cell phone to sell the bitcoin. Then he sent the bitcoin sell confirmation from eToro official email to me. I could not see anything wrong and let him transfer all the bitcoin sold {$55000.00} on XXXX to my personal account # XXXX. The whole process took about XXXX hours to complete and he said I will see my transfer the next day. I did not find any money coming into my account # XXXX. The balance stolen is {$55000.00}, which I have to work for 2 years to save the money. I called XXXX back, no answer. I emailed to XXXX XXXX Monday XXXX XXXX to check if any money got transferred to my account, he did not bother to check and wanted me to wait after 5 business days. I waited until XXXX after labor day, then he found no money transferred back to my bank account, and he said my money was gone and refused to tell me where my money went. Also his team leader XXXX XXXX refused to tell me where my money went. My money apparently was transferred out to someone else 's account and eToro.com has no security to block it or to notify me or to hold the money when the money was going to an account other than mine. I remember from the beginning, eToro.com asked all my IDs, driver license, SS #, the front and back of credit cards, debit cards, and more etc. without any protection. I asked them if this is safe and they said all emails like this should be safe. Even until today my eToro app on my pc still has no SELL option. Then I realized my pc has been hacked and this person named XXXX XXXX can change my eToro program and access eToro website and email center to send out official emails. I asked tech support to tune up my pc and they found about 300 scam files in my pc and they helped me to remove these files on XXXX. No one in eToro.com wanted to help me out. They know who took my money and they refused to give it to me. etoro.com allowed someone else ( it might be someone who has worked for them or someone inside there ) to access their official email center, to hack their program. Would you please help me? Someone in there or someone knowing eToro.com system very well has control over their loopholes to change my app and communicate with us by using their official website and email center. 

Someone has targeted my account from the beginning at eToro.com by their weak security breach. 

XXXX is helping the scam crime. 

Thank you very much!

Company response to consumer: Closed with explanation