Consumer complaint received 2025-07-27 00:00:00
Product: Credit reporting or other personal consumer reports — Other personal consumer report
Issue: Problem with a company's investigation into an existing issue — Their investigation did not fix an error on your report
Company: Winklevoss Exchange LLC
State: TX

Complaint narrative:
I began receiving phishing texts related to an old XXXX  XXXX account on XX/XX/XXXX and subsequently reached out to their support team to close my account and delete all of my personal information ( I hadnt logged into it in several years ). 

The responded the same day at XXXX XXXX- We have closed your account and will start the process for deleting your personal information. We will however need to keep certain personal data to comply with our legal obligations, as we are legally obligated by the Bank Secrecy Act and Anti-Money Laundering regulations to retain personal information collected about our users during onboarding. 

We can add detailed notes to your account to prevent it from being reopened for any reason in the future. Customer identity information is protected by our Security and Compliance teams. 

I responded responded 4 times asking what personal information they would be retaining- XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX again asking what personal information they would be retaining. 

I received the following response on XXXX XXXX XXXX XXXX XXXX Thank you for your patience. 

We understand your concern regarding your personal information. At XXXX, we are committed to maintaining the highest security standards to ensure data remains safe on our platform. 

While we strive to honor all reasonable requests related to personal data transparency and protection, our obligations are guided by the current legal frameworks in place. That said, we are committed to respecting your privacy choices and maintaining the confidentiality and integrity of your personal information. 

As a financial institution, we are legally required to retain certain personal information, such as identity documents and related KYC data under a range of laws and regulatory frameworks ( such as the Banking Secrecy Act and Anti-Money Laundering laws ) aimed at preventing fraud and other financial crimes. 

Please understand that we take your privacy and the security of your information seriously. All data is retained and stored in accordance with our internal privacy and security policies and applicable data protection laws. 

For information as to how we handle personal information as part of our services, including details on data collection, use, and sharing, you may review our Privacy Policy. 

Thanks, XXXX  Customer Support I responded on XX/XX/XXXX as I continue to get fraudulent phishing attempts weekly requesting they delete all of my information again- Hi, I appreciate your note and increased focus on security, but that doesn't change the fact that XXXX  has been breached 3 times since XXXX ( 3 times that have been made public, but maybe more ). 

And I continue to get fraudulent text with withdrawal codes stating to call if I didn't request this. 

I don't recall ever making any financial transactions with XXXX  and wouldn't consider in the future as you don't even have a support phone # for someone to call. 

Therefore you should not need my personal information for any reason. 

XXXX I have not received any response from this request sent XX/XX/XXXX. 

I sent another request to delete all of my data on XX/XX/XXXX as I received another phishing text- no response. 

This is my personal information and credit that I have spent my entire life protecting an building and as a consumer I have the right to have it deleted, especially when the company has been breached 4 times in the last 4 years. 

Attached are snapshots of the phishing attempts Please advise.

Company response to consumer: Closed with explanation