Consumer complaint received 2023-12-20 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Money was not available when promised — 
Company: Blockchain.com, Inc.
State: IL

Complaint narrative:
Complaint is to blockchain.com XX/XX/XXXX I wired {$40000.00} from my XXXX XXXX  account in 2 transactions of {$25000.00} and {$15000.00}. There were some smaller amounts prior but I can not log in to see the amounts and when it was. I then attempted to purchase XXXX and could only do {$12000.00}. When I tried to move it into their wallet it was blocked and had a status of pending. On that same date they emailed me that they were reviewing the transaction and requested information about the bank I sent it from and that I send screenshots of the bank transactions. I did all that and the next day they asked for 1 ) My occupation 2 ) Proof of source of funds and 3 months of bank statements from the account I wired the money from. 3 ) Proof of source of wealth ( payslips, etc. ). On XX/XX/XXXX I sent the requested information. I had to send bank statements of both of my accounts ( I should note they are joint accounts with my spouse ) because his income is direct deposited into our US Bank account and I sent it to blockchain.com from our XXXX  account. I also provided payslips proving it was our income and it was clean. On XX/XX/XXXX I was asked who the address I tried sending the XXXX to was and I explained it was my own address. On XX/XX/XXXX they sent an email stating they were concerned I was being scammed and asked me some questions and I answered them. I did not hear back from them so I emailed them XX/XX/XXXX, XXXX and the XXXX. Again, I did not hear back from them. The one I sent on the XXXX was a bit stern and the next day they sent me an email that they were suspending my account due to breach of their terms and conditions ( not sure what I did ) and to exchange my crypto to USD and withdraw to a linked bank account. But I could not link a bank account so I could not withdraw my funds. The same day I requested information on how to provide them with wire instructions and there were a few emails about how to change the XXXX back to USD. They gave me no information on how to get the money back and I sent another few emails asking for help. On XX/XX/XXXX they sent me an email again saying my account was suspended and requested I provide them from the bank account I used to deposit for " us to be able to issue a refund '' the beneficiary and banking information along with 3 months of bank statements. I sent the info for both my bank accounts because while I sent the {$40000.00} from XXXX  I thought the smaller ( added up to about {$1000.00} ) came from XXXX XXXX. I did not hear anything from them so I sent another email on XX/XX/XXXX requesting an update and on XX/XX/XXXX they sent an email stating they could only issue the refund to one bank account and asked me which one I wanted. I told them the XXXX account and asked when to expect the wire. They again went silent and I sent inquiry emails XX/XX/XXXX & XXXX. I got an email on XX/XX/XXXX saying the refund was escalated to to their Financial Operations team and they wanted to know if they could use XXXX as a routing number. Because it wasn't the same as the one I had from my bank I was confused and answered them wrong. Once I did some research and figured out that while my routing number was specific to the state my account is in the one they gave me would also work. My confusion may have complicated things. This was the last I heard from them. I sent emails begging for the refund on XX/XX/XXXX, XXXX and last night sent them an email saying I was going to be filing complaints if I did not receive my refund. I have heard nothing back. 
I forgot to say that when I log in it says that " your account is now a XXXX XXXX only account. Any funds you had in the account section are safe. To send them to the XXXX XXXX, please contact our support center. '' But that gets me nowhere. 
They have {$41000.00} of my money. 
I can forward emails if required.

Company response to consumer: Closed with explanation