Consumer complaint received 2026-02-19 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Opening an account — Confusing or missing disclosures
Company: Foris DAX, Inc.
State: CO

Complaint narrative:
b"I am submitting this complaint regarding a crypto financial platform that provides custodial accounts and debit card access.\nI experienced unauthorized transactions on my account, including transfers to gambling merchants. At the time these transactions occurred, my card was frozen. I did not authorize these transactions.\nDespite timely reporting the fraud, the company failed to promptly reissue a replacement card and instead froze my account and restricted access to my funds for an extended period. The company later conditioned access to my funds on my agreement to waive future dispute rights, which I refused.\nAfter I sent a formal demand letter citing my rights under the Electronic Fund Transfer Act and Regulation E, the company agreed to issue a replacement card. However, they are now attempting to charge a $XXXX replacement fee for the cardmonths after it should have been reissued as part of fraud remediation.\nI believe this conduct violates the Electronic Fund Transfer Act (15 U.S.C. 1693) and Regulation E (12 CFR Part 1005), including but not limited to:\nFailure to promptly remediate unauthorized electronic fund transfers\nFailure to timely replace a compromised card\nConditioning access to funds on waiver of statutory rights\nImposing fees related to fraud remediation and delayed compliance\nRetaining customer funds without sufficient legal justification\nThe companys actions have caused prolonged loss of access to my funds and ongoing harm. I am requesting regulatory review and assistance in obtaining full compliance, including restoration of access to funds and removal of improper fees.\nThank you for your attention to this matter.\nDeaXXXX XXXX XXXXThank you for getting back to us.\n \nMy name is XXXX, and Ill be assisting you today.\n \nWe understand that you have already locked your account after noticing unauthorized charges on your card, and we want to assure you that we take this matter very seriously.\n \nAfter carefully reviewing your case, we can confirm that your account XXXX has been permanently excluded since XXXX XXXX XXXX, as requested. This was also the same date as the last purchase on the account.\n \nOur Security Team has confirmed that the transactions you reported were associated with a different account. While we are unable to disclose specific details regarding that account, please rest assured that it has been closed due to an unauthorized use claim. Additionally, your refund has already been processed.\n \nPlease note that it may take XXXX business days for the funds to appear in your bank account, depending on your bank's processing time. Weekends and holidays are not counted as business days.\n \nWe sincerely apologize for any inconvenience this situation may have caused and truly appreciate you bringing it to our attention so we could resolve it promptly.\n \nIf you need help with anything else, please don't hesitate to contact us. We are always here to assist. Wishing you a wonderful day!\nRegards,XXXXCustomer Support TeamXXXX 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 XXXXDear XXXX XXXXThis letter is to confirm that we have received notice of the dispute in your account.\n\nWe have up to 10 business days to investigate and determine if there was an error in your account or not. If we are unable to finish our investigation within this timeframe, we may provisionally credit your account and then may take up to XXXX calendar days from the time of your notice to finish our investigation. Note that if we do not receive the signed dispute form back within 10 business days from the date you submitted your complaint, we may not provisionally credit your account. We will notify you in writing within two (2) business days after we provisionally credit your account.\n\nOnce we finish our investigation, we will notify you within three (3) business days of the outcome of the investigation. If we find an error has occurred, we will provide final credit to your account within 1 business day. Note that the above times may be extended if your account is less than 30 days old, the transaction took place outside the country or this was a PIN debit transaction.\n\nThank you for your patience as your claim is being investigated.\n\nIf you have any inquiries regarding the dispute you have filed, please reach out to us via the in-app chat or via chat.crypto.com. Alternatively, you can contact us at XXXX XXXXSincerely yours,\nForis Inc Dispute Resolution Team\n\nXXXX XXXXBest regards,\nThe Crypto.com Team\nDear XXXX XXXXThis letter is to inform you that we have provisionally credited your account as of the 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 These temporary credits are being provided while we investigate your claim. The final resolution of your claim will be completed as quickly as possible. You will have full use of these funds while we complete our investigation.\n\nThe results of the investigation will be submitted to you in writing within three (3) business days after completing our investigation. If your claim is denied, these provisional credits will be reversed and charged against your account. You will be notified if this occurs.\n\nThank you for your patience as we investigate your inquiry.\n\nIf you have any inquiries regarding the dispute you have filed, please reach out to us via the in-app chat or via chat.crypto.com. Alternatively, you can contact us at XXXX XXXXSincerely yours,\nForis Inc Dispute Resolution TeamXXXX XXXXBest regards,\nThe Crypto.com Team\nTo Whom It May Concern,\nI am willing to accept a replacement card. However, I do not agree to pay a replacement fee under these circumstances.\nAt the time the unauthorized transactions occurred, my card was frozen. Despite this, transactions were processed to gambling merchantstransactions I did not authorize and which your own policies prohibit. The card should have been treated as compromised and reissued at that time.\nUnder the Electronic Fund Transfer Act (15 U.S.C. 1693) and Regulation E (12 CFR Part 1005), financial institutions are required to promptly remediate unauthorized electronic fund transfers, including appropriate card replacement, and may not impose fees associated with fraud remediation or delayed compliance.\nCharging a replacement fee now, months after the card should have been reissued, shifts the cost of your delayed fraud handling onto the consumer and is inconsistent with these requirements. A replacement fee is only appropriate for voluntary or convenience-based requests, which this is not.\nAccordingly, I request written confirmation that the replacement card will be issued without charge. If you believe you are legally permitted to impose this fee, please provide the specific contractual and statutory basis for doing so.\nThis request is made in good faith and with the intent to resolve this matter promptly.\n\nCFPB Complaint Continued Restriction of Funds After Provisional Credit and Unauthorized Transaction Confirmation\nI am submitting an updated complaint regarding a crypto financial platform (Crypto.com / Foris Inc.) that provides custodial accounts and debit card access.\nOn XXXX XXXX XXXX the company formally acknowledged my dispute as involving unauthorized transactions and issued provisional credits to my account. In that written notice, the company expressly stated that I would have full use of these funds while we complete our investigation.\nDespite this written assurance, the companys customer care team has continued to refuse to unfreeze my card and restore access to my account. As a result, I do not, in fact, have full use of the provisionally credited funds, directly contradicting the companys own dispute resolution correspondence.\nAdditionally, the company failed to promptly reissue a replacement card after acknowledging unauthorized transactions and suspected compromise. Months later, only after I sent a formal demand letter, the company agreed to replace the card but attempted to impose a $XXXX replacement fee. This fee relates to fraud remediation and delayed compliance, not a voluntary or convenience-based request.\nFurther, the gambling merchant involved XXXX has independently confirmed in writing that:\nThe disputed transactions were associated with a different account, not mine\nMy own account had been permanently excluded at the time\nThe account used for the transactions was closed due to an unauthorized use claim\nThis third-party confirmation independently establishes that the transactions were unauthorized and not initiated by me.\nI believe Crypto.com / Foris Inc. is in violation of the Electronic Fund Transfer Act (15 U.S.C. 1693) and Regulation E (12 CFR Part 1005), including but not limited to:\nFailing to provide full access to provisionally credited funds as promised in writing\nFailing to timely replace a compromised card\nImposing or attempting to impose fees related to fraud remediation\nConditioning access to funds on improper requirements\nI have requested transcripts of all transactions in and out of my account since I opened it. They not only have refused to send them to me by email but responded as I could Access all transcriptions off of the app itself. That not being the case because they will not unfreeze my card therefore he cannot access anything and furthermore they have erased all transactions (see attachment below)\nInternal inconsistency between dispute resolution determinations and customer care actions\nI am requesting CFPB review and assistance to ensure compliance, restoration of full access to my account and funds, removal of improper fees, and corrective action to prevent continued harm.\nThank you for your assistance.XXXX XXXX XXXX XXXX support staff engaged in repeated communications at inappropriate hours (XXXX XXXX.), including dismissive, accusatory, and harassing language. These communications minimized the severity of the unauthorized transactions, contradicted written assurances from the companys dispute resolution team, and caused undue stress. This behavior constitutes a pattern of gaslighting and unprofessional conduct, highlighting the need for corrective training and improved internal procedures."

Company response to consumer: Closed with explanation