Consumer complaint received 2024-12-13 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: OKX INC.
State: CA

Complaint narrative:
re : OKCoin USA 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 XXXXXXXX ( OKcoins phone number goes directly to a voice message directing you to send an email to customer support. So there is no way to talk to anyone at the company. ) Okcoin.com On XX/XX/XXXX at around XXXX XXXX , I logged into my account on the OKcoin cryptocurrency platform to initiate a withdrawal of my assets to a private wallet. At the time my account held XXXX XXXX XXXX XXXX XXXX and XXXXXXXX XXXX  tokens at a total usd value of ~ {$920.00} On initiating the transfer of XXXX  I received an error message stating that my withdrawal limit was set to {$500.00} dollars in a XXXX hour period. To meet these requirement I withdrew XXXX and XXXX XXXX. ( See approved transactions emails with times and date. ) XXXX hours later XXXX  at around XXXX and again around XXXX, I logged back into my account to withdraw the balance of XXXX XXXX, XXXX XXXX and XXXX XXXX  the total of which was below the {$500.00} limit. ( See emails with date and times ) Whenever I tried to withdraw the XXXX  ( approx {$360.00} ), I received an error message saying I had exceeded my withdrawal limits! After multiple attempts, I sent a support ticket to customer support on the platform and logged out. On XXXX  XX/XX/XXXX I received an email from customer support asking me to log in and complete my account verification before I could withdraw! My account had been verified in XXXX when I opened the account. On logging in I found my profile had been removed. And whenever I entered and re-entered my name, address, and SSN, I kept receiving error messages saying my information was incorrect! After a few more attempts, the account was frozen. I emailed customer support for help. On XX/XX/XXXX I sent a follow up email. On XXXX XXXX, customer support sent an email where I was asked to send in screenshots of the error message, which I did. I then received an email which said currencies were temporarily suspended. And then in another email I was told to ignore the previous email and instead was told my account had been off boarded the previous year! They included an announcement from XXXX. The announcement indicated that US accounts were not being off boarded. So I emailed them back to say my account is a US account and I was able to access it and withdraw funds on the previous Saturday! ( I have email withdrawal confirmations from Okcoin, and I have kept all email correspondence. ) Customer support refused to acknowledge these facts and instead suggested I send them a picture ID and selfie and provide them with a wallet address they could send funds to I am uncomfortable with : 1. Sending ID information by email, they did not provide an upload facility. 2. The idea that I have no way to prevent them from accessing my account, disputing the amounts and or stealing any or all of my assets. It is now XX/XX/XXXX. At this point I have no clue what their intentions are and feel they are giving me the run around. I am filing this complaint to see if I can get some help with having Okcoin unlock my account and allow me to withdraw my funds.

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