Consumer complaint received 2022-02-28
Company: Blockchain.com, Inc.
State: ID
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
Hi CFPB, I have had to trade and save crypto and digital assets on different platforms and i can sadly say that Blockchain has proven beyond doubts that their intentions is not for customer satisfaction. I was surprised to read so many negative reviews about Blockchain.com, but unfortunately all that was written is true. I registered a Blockchain account because i trade and save crypto and digital assets frequently, I have made 4 purchases of {$72000.00} worth of bitcoin. About 3 weeks ago i tried to make a withdrawal on my portfolio which didn't go through but yet the amount was withdrawn from account - Transaction ID XXXX, i contacted Blockchain customer support for an explanation and i was told it was for my safety that the transaction wasn't authorized, i replied that i made the withdrawal. I repeatedly got to speak to customer support agents who always seem agitated to respond. They always said the issue has been escalated and that my XXXX  was safe, can i ask why was it withdrawn from my account if the transaction didn't go through? I have discovered a group of employees with questionable character behind the scenes. I got an email request that i send a bank statement to prove my source of fund to blockchain, i sent an email of my bank statement which shows the deposit to Blockchain, on my statement were transactions which had nothing to do with blockchain and i have been asked of personal details of my other accounts to which deposit were made in my bank statement. I have asked many questions and at some point i have asked that my withdrawn bitcoin be returned to my portfolio and the account forfeited or closed but after all of my funds have been returned. I have reiterated that i want nothing more to do with blockchain but my crypto assets be returned. I am convinced that this is a hoax, i have read reviews that has showed the customer service support deliberately try to hoard people of their digital assets. I wish i had read the reviews before. I strongly believe this is a deliberate attempt to hold and frustrate customers. On one occasion i tried to contact customer support and i was told they couldn't verify my identity and abruptly cut off my inquiry, I didnt understand why, another person came on chat and said it was a mistake. I couldn't figure out why customer service say they couldn't verify my details. I have asked that the bitcoin withdrawn from my portfolio be returned back to my account in XXXX currency. I regret having to deal with this company for trading, i have been left with a bad taste in my mouth.No matter how many times I contact Blockchain.com about this it never gets sorted even when the say it will be. I have wasted so much time over many days on this and they still wont fix my account so I can withdraw my crypto assets. I have tried to find a phone number to which the company is attached and i have found none which in my opinion speaks volumes. I have demanded to speak to someone on the phone and yet nothing. I hope i can find help to get my assets and crypto values returned to me.If my transactions can not be processed i would like the account closed and my assets returned to my bank as XXXX currency.

Company response to consumer: Closed with explanation