Consumer complaint received 2025-05-12 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: Foris DAX, Inc.
State: CT

Complaint narrative:
XX/XX/year> : Dispute filed for XXXX transactions totaling {$7200.00} using Crypto.com XXXX XXXX XXXX. 

XX/XX/year> : Crypto.com makes XXXX chargeback credits on my account ( exhibit XXXX ). Results in my account being locked due to suspicious activity ). XXXX credits are not available for use and account balance is {$0.00} ( Exhibit XXXX ). 

XX/XX/year> : The XXXX business day. Crypto.com did not issue a provisional credit despite me reminding them over and over prior to this date ( Exhibits XXXX ). 

XX/XX/year> : Filed complaint with CFPB XXXX XXXXXXXX ( withdrawn on XX/XX/XXXX ) due to not being issued provisional credit within XXXX business days. 

XX/XX/year> : Crypto.com complaints handler XXXX is assigned my case. XXXX says he hasnt looked at what happened yet but the standard timeframe for complaints is XXXX days ( Exhibit XXXX ). 

XX/XX/year> : I replied to XXXX letting him know that XXXX  days is unacceptable and that I should of been issued a provisional credit XX/XX/year>, also informed him that my account is locked ( Exhibit XXXX ). 

XX/XX/year> : Crypto.com unlocks my account. Funds are still not available for use. Account balance still shows {$0.00}. XXXX credits are in transaction history but not in my balance. Although account is no longer locked, Crypto.com still has not released funds for use. XXXX still shows {$0.00} ( Exhibit XXXX ). 

XX/XX/year> : Crypto.com complaints handler XXXX states that he is still getting familar with the case and he will provide update within the next business week ( Exhibit XXXX ) XX/XX/year> : I again remind XXXX we are now on the XXXX business day and I still have no provisional credit ( Exhibit XXXX ). 

XX/XX/year> : XXXX states that he has yet to finalize his response ( Exhibit XXXX ). 

XX/XX/year> : XXXX issues his response to my complaint ( Exhibit XXXX ). XXXX made a number of misleading and deceptive statements during his response. So much so, that I withdrew my original CFPB complaint and submitted this one. XXXX completely avoided mentioning anything about provisional credit and Regulation XXXX, despite me mentioning it in every email I sent to him. Here is the key paragraph in XXXX reply : The standard time frame, valid for all users that present us with a similar case, is that an update for a disputed transaction would be available XXXX  days at the earliest after they were raised. On this occasion, this starts from XX/XX/year>, when the dispute form was filled in and presented to us. Your card was credited with the disputed transactions, XXXX in total, however, a final decision whether those will be permanently credited to your balance, is to be carried out after the aforementioned time frame has passed. 

XXXX falsely claims that my card was credited with the disputed transactions. It is my opinion XXXX was going to intentionally mislead the CFPB into believing that the chargeback credits ( Exhibit XXXX ) were available for use. XXXX statement that A final decision whether those will be permanently credited to your balance after XXXX  days was going to be used to deceive the CFPB into believing that the credits were issued. 

My card balance was never credited. Never. Exhibit XXXX shows the XXXX chargebacks in the transaction history but those funds were never available for use. 

The main issue here is that Crypto.com thinks that their internal business interests and policies supersede the banking laws of the United States Of America.

Company response to consumer: Closed with explanation