Consumer complaint received 2025-03-20 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: Blockchain.com, Inc.
State: CA

Complaint narrative:
On XX/XX/XXXX, I reached out to XXXX customer support for assistance with login issues. I was not receiving a pin that was supposed to be sent via XXXX Authentication and requested to reset my XXXX Authentication. On XX/XX/XXXX, I reached out to request a contact number in order to speak to someone on the phone, however, was informed that phone support was not offered and that my verification was rejected and received a service ticket number for reference. Shortly after, I received another email from another customer support representative indicating that my account had been closed due to a violation of their terms and conditions and that all funds would be refunded back to the initial payment method. On XX/XX/XXXX, I followed up to request information regarding the closure of my account and the terms and conditions in which were violated. I received a follow up email indicating that they could not share what terms and conditions were violated and to go back and review their terms and conditions. On XX/XX/XXXX, I followed up to request a secure email to provide my account information needed for the refund and customer support reached out the same day with instructions and requested I send the information through the email chain. I sent the requested information and did not hear back for weeks. I followed up on multiple occasions and on XX/XX/XXXX, a response was sent indicating to reply to the email with my account information for the refund. On XX/XX/XXXX, I replied to the email as instructed and provided all my personal account information along with the refund amount and a photo attached as instructed. That same day I received a response requesting that I confirm I am allowing XXXX to convert all available funds to USD and refund my bank account. On XX/XX/XXXX, I replied back to confirm the conversion all available funds to USD and refund my bank account and asked for the amount that will be refunded so I can verify the amount once I have received it. On XX/XX/XXXX, I followed up to request for an estimated time on how long the refund process takes to be processed. On XX/XX/XXXX, I received an email from XXXX stating they would not be able to convert my funds to USD but would be refunding me back in crypto instead and requested that I send cryptocurrency addresses that I would like to be refunded. This email was missed and I had followed up on XX/XX/XXXX again requesting for an update on the initial refund. On XX/XX/XXXX, I received a response again stating a refund converting my funds to USD was not possible and that I would be refunded in crypto instead. The instructions regarding cryptocurrency addresses and what information was needed was not clear so I requested for clarity and an example of what was needed. On XX/XX/XXXX, an example was provided and I responded to the email providing the necessary information needed as shown with the example I was given to initiate the cryptocurrency refund. On XX/XX/XXXX, instructions stating that crypto addresses from a specific list were needed with no further information. On XX/XX/XXXX, I responded and provided the crypto address for XXXX of the listed crypto. An attachment and confirmation was emailed to begin the refund. I then received a response stating that the crypto address needed to be included in the attachment photo as well as in the email itself. On XX/XX/XXXX, I then replied providing both an attached photo with all required information and the same information copied into the body of the email itself. On XX/XX/XXXX, XXXX then replied stating that all addresses for all crypto listed were needed and not just for XXXX crypto. At this time I was also receiving additional emails from another XXXX support stating updates were made and to check on the status by logging into my account. However, I was not getting any updated emails or information and I had no access to log into the account. On XX/XX/XXXX, as I kept receiving these additional emails stating there were updates, I responded attaching all information I had received and all information I had already sent for a refund. On XX/XX/XXXX, I was sent another email requesting for all crypto addresses for a list of crypto that would be refunded. On XX/XX/XXXX, I responded to the email and provided the crypto addresses for all the crypto I had access to. There were XXXX crypto I did not have any addresses to because they were only created and used with XXXX so I asked what were my options for the XXXX I did not have information for. On XX/XX/XXXX, I received a reply stating that I would have to create a new wallet for the remaining XXXX crypto or I can choose to liquidate and convert all my current crypto with XXXX to USD and have it refunded to my bank account instead. On XX/XX/XXXX, I replied back advising that the conversion of the crypto balance to USD to be refunded was the initial process that was started and referred them to the initial information that was provided. I did not feel that the information was needed again as it was provided already at the initial start of this long process and urged that this matter be escalated to be taken care of. On XX/XX/XXXX, I then received another email stating " It seems that it is an internal issue on our side and the second problem is due to unsupported crypto for the exchange to take place to turn it to USD. That second issue itself is the main reason why they have been asking you to go through crypto refund instead. '' The request is yet again asking that I provide a list of crypto addresses for the specific crypto and to create another wallet for the ones that I do not have, then send another attached photo with all the information again. At this time I would like the refund back in USD as I should not have to create another wallet for other crypto addresses I am not interested in.

Company response to consumer: Closed with explanation