Consumer complaint received 2024-08-29 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Fraud or scam — 
Company: Payward Ventures Inc. dba Kraken
State: MD

Complaint narrative:
[ EXTERNAL ] - Fw : [ XXXX XXXX ] Re : XXXX XXXX  : Regarding Your XXXX  Account XXXX XXXX XXXX XXXX, XXXX XXXX Sent from XXXX Mail for XXXX Begin forwarded message : On Wednesday, XX/XX/2024, XXXX, XXXX XXXX XXXX wrote : You're XXXX right I still have issues.! I have disputed the {$250.00} ACH with my bank as having not been handled in good faith. in addition : The 8 coins I transferred fron XXXX using the SUPPORTED networks were never credited to my account. Their total value was over {$150.00}, and I sent you an audit from XXXX, with a Cc to the SEC, of all 8 transactions WITH THEIR HASHES! 
Due to your mishandling of these, they have been unprotected by stops for FOUR DAYS! 
I RESENT your ignorant, unsupportive, and UNRESPONSIVE holier-than-thou attitude that pervades the ENTIRE crypto market! 
I have uploaded the proof of the uncredited transfers to investor.gov to document your FRAUD and demand that they sue you AGAIN, like they did in XXXX. 
Due to the unpeofessionalism of XXXX, I attempted to withdraw my coins to XXXX, which I previously thought to be inferior, but your bug-riddled system pretended to make the transfer, only to show the coin still present in my portfolio, with only its stop removed. 
The issue of the deleted text reliably occurs when the agent interrups my typing with a response or comment. It's YOUR bug, NOT mine! 

I have only begun to fight you greedy pigs! I will see you totally banned from the U.S., along with the other XXXX  at XXXX and XXXX who also ripped me off. 

Sent from XXXX Mail for XXXX On Wednesday, XX/XX/2024, XXXX, XXXX ( XXXX XXXX  ) XXXX wrote : XXXX XXXX XXXX ( XXXX XXXX ) XX/XX/2024, XXXX PDT Hello XXXX, Thanks for contacting XXXX. 

We are pleased to advise that your XXXX account is once again fully operational. 

In a live chat ticket, you mentioned some issues you were having where your texts were being deleted in the middle of the message. 

It was sent to the security team as this can sometimes indicate malware. 

The XXXX security team has carefully reviewed the account based on the information provided in the request. We did not find any evidence of suspicious activity. If there are further concerns, we're here to help. 

We recommend signing-in into your account, export your account history to review all activity. If there is any unfamiliar activity, or anything you do not recognise, check the active sessions on your account and any withdrawal addresses. If youre concerned about any of them, send screenshots and a detailed breakdown of your findings and well continue our review. 

To minimise any security concerns that you may have, we also recommend you perform the following steps : 1. Secure your devices. 
Scan all devices for malware. 
Ensure you only have official XXXX Apps installed on your mobile devices. 
If you did download suspicious apps or files to your device, backup any important data and reset all your devices to factory settings. 
2. Secure your email accounts. 
3. Secure your XXXX account. 
Reset your XXXX password. 
Update or add a new Sign-in 2FA, we recommend phishing-resistant Passkeys. 
4. Bookmark the XXXX sign-in page. 

We have now closed this ticket but if you have any further questions please reply directly to this email to reopen it. 

We ask that you delete this email thread to protect your personal information. 

________________________________________ Is this email from XXXX? 
Regards, XXXX XXXX XXXX ________________________________________ Keep your XXXX account secure with these useful tips! 
The XXXX Support Team will never ask for your password or to install third party software. Be aware of phishing scams and bookmark www.kraken.com/sign-in to avoid using search engines to navigate to our site. 
To verify the legitimacy of this email, refer to Is this email from XXXX? 


Your request ( number XXXX ) is currently marked in our system as Solved, which means we think your issue has already been resolved. 
If it has not yet been resolved, let us know by replying to this email. 
To protect your personal information, we ask that you delete this email thread. 
Ticket # XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation