Consumer complaint received 2024-04-04
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Money was not available when promised — 
Company: BMANSOL Intermediate Holdings, Inc. (CA)

My wife and I had been XXXX customers for several years, and like everyone else were shocked when XXXX stopped allowing withdrawals on XX/XX/XXXX. Following this, they filed for XXXX XXXX XXXX  later that month. I followed the case closely and each time information was requested from us by XXXX or Stretto, we provided it in a timely manner, well ahead of any established deadlines. We filed our Notice of Claim in XXXX XXXX XXXX and the Petition Date was established as of XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX we were informed that as Earn customers of XXXX, we were given a lower distribution priority than the Custody or Withdraw customers. On XX/XX/XXXX, the bar date deadline to file claims was established as XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Despite repeated attempts to obtain our distributions on XXXX, the Claim Codes provided by Stretto did not work, so we have received nothing. 

I attempted to contact Stretto using their Support Inquiry Ticket System and e-mail. I repeatedly received the same canned auto response e-mail each time that essentially told me nothing. Repeated voice mails left with Stretto were never answered. Strettos customer support has thus far been somewhere between very poor to non-existent. 

We were told on XX/XX/XXXX, that as part of the settlement, we would be receiving XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX However we have no idea when we will receive these shares since they are not currently listed on any active stock exchange. 

On XX/XX/XXXX, we were told that our claim distributions could not be done via XXXX or XXXX ( but wed already figured that out two weeks earlier ) and that there was no action we needed to take since Stretto said they were exploring other distribution options. Again, I sent more inquires and e-mails to Stretto, but we have not heard anything from them about these other options in the last 5-6 weeks. 

On XX/XX/XXXX we received the following response to an e-mail I had sent earlier that day requesting a status update on our claim distribution : Hello, Thank you for contacting Stretto. We will attempt to resend your claim codes to you in the next 48-72 hours. Please monitor your email and make sure to include the following email address in your list of trusted senders XXXX. Please only reply to this email if you still have not received your codes in the next 72 hours. 

Regards, Stretto 72 hours has come and gone, yet I have still not received anything from Stretto. 

We are soliciting your assistance in helping us to obtain what is legally and rightfully ours ; specifically to recoup the maximum amount of funds allowable per the settlement. If you require any clarification on these points, please reach out to me at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX