Consumer complaint received 2021-09-28
Company: Foris DAX, Inc.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
I opened an account with Crypto.com ( XXXX ) a year ago and recently had a serious problem with their Customer Service ( CS ). I have been using their prepaid card ( which they more commonly refer to as a debit card ) over the past year without too much trouble. The card uses the Visa payment network and it is my understanding that funds are processed through XXXX XXXX XXXX. Recently I discovered the card was frozen, after I tried using it at an XXXX station ( where I know I initially entered the wrong PIN ). I reached a customer service representative through their app, then had follow-up dialogue via email. 
They told me they would unfreeze my card after I performed some procedures for them, specifically ; Take a selfie photo of my face and upper torso, including my elbow while holding a paper with a few explicit things written on it. I told them that I would not do that. I elaborated, with obvious frustration, that I considered their request personally invasive and beyond any reasonable expectation that should be imposed on a customer. I urged them to perform some alternate identity verification process with me which did not violate my personal privacy and comfort level. Their response was dismissive, exclaiming " to proceed with your request you will have to provide us with your selfie ''. I requested an explanation of their policy and to speak with a senior manager. I was denied an explanation, denied my appeal to a senior manager, and denied any chance to talk over the phone since CS reportedly did not have a phone line. Their response again, " to proceed with your request you will have to provide us with your selfie ''. 
When I signed-up with them I completed all XXXX  requirement and agreed to their Terms & Conditions ( T & C ). Their T & C had no mention of any type of physical procedures I might be subjected to in order to access the funds I deposited with them. Their T & C does not grant them unlimited range to modify their security protocols without notice. Their T & C does not grant them unlimited access to my personal privacy. I am convinced their evaluation of my physical identity would be inconclusive, since my appearance has significantly changed, but my disclosure of those details is not their business.

I'm looking for a resolution, but I'm limited to only the one option they presented me and only one option I can think of : 1. Violating my personal convictions regarding privacy and comfort, conceding to perform the procedures and provide personal photos to XXXX CS. This opens me up to further discrimination and harassment, as I expect they will request more photos/proof, violating my federally protected class. 
2. Sue XXXX for the value of the funds that they seized, while I terminate relationship with the company. 
3. Obtain through outside means, contact with XXXX senior management who understands and can correct the situation for me, and hopefully other customers having similar experiences. 
I am not willing to easily conceded my personal virtues, especially to satisfy such undignified compliance criteria, that undoubtedly leads to my victimization. If the matter had to be resolved in court, I imagine that XXXX would have a hard time continuing to argue that my personal photos were still needed to sufficiently verify my identify. The 3rd potential resolution option would be wonderful, hopefully CFPB can help.

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