Consumer complaint received 2024-11-15 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: DApps Platform, Inc.

Complaint narrative:
This year I used the services of the Trust Wallet and the Trust Wallet system without my authorization created an unjustified contract with a third party ( with or without its involvement ), who then robbed my account. As a result, XXXX XXXX USDT ( more than XXXX XXXX USD ) have been stolen from me. It happened in a way that the Trust Wallet had created a contract with a third party without my authorization that allowed them to access my account and drain my funds. During the account creation process the Trust Wallet issues a 12-word security phrase which then is usedfor all actions within the wallet and for authorization purposes. As stated above, the Trust Wallet admits that my account was drained by some malicious contract in that way also acknowledging the fact that the 12-word security phrase they issued to me was not used to sign such a contract. Trust Wallet must not have created such a contract without my authorization. During the account opening process my 12-word security phrase was written on a paper as advised by Trust Wallet , and not entered anywhere and never used since the account was drained very soon after opening the wallet. I have not accessed the Trust Wallet platform to sign a document or do any other activities. Consequently, there is no way a third party could authorize in the system to access my wallet by the 12-word security phrase. I would like to stress that this is not the case when an account holder in my person would have revealed any personal data or password for accessing the account to a third party intentionally or accidentally. 
This is a case of a malicious scheme created within the company, exploiting security vulnerabilities that left customer accounts accessible within the system. These weaknesses are likely well known to current and former employees, with little or no effort being made to address them properly. Theft transaction details : Transaction Hash : XXXX BlockNo : XXXX DateTime ( UTC ) : XXXX XXXX From : XXXX To : XXXX Value : XXXX Token : Tether USD ( XXXX ) I have been asked to open a wallet directly on the Trust Wallet platform and then transfer XXXX XXXX ( more than XXXX XXXX USD spent to purchase USDT ) from my XXXX XXXX  to this wallet to purchase real estate. I purchased USDT for USD in the XXXX XXXX, downloaded Trust : XXXX XXXX XXXX XXXX, created a wallet there and transferred XXXX XXXX in XXXX transactions to the wallet No. XXXX in the Trust Wallet platform. After the last transaction was made, my wallet was hacked, and all funds were transferred from my wallet XXXX. : XXXX to the wallet No. : XXXX. I have not revealed my app password or 12-word security phrase to anyone. It was hacked and I think the Trust Wallet app has serious security vulnerabilities. So, this app is easy to hack and that's why I was asked to transfer my funds from my XXXX XXXX  wallet directly to my wallet in the Trust Wallet platform. My wallet was drained from another Trust Wallet wallet due to malicious contract. 
Hackers are aware of these security vulnerabilities, that the app is exposed to, and use them to rob customers. Trust Wallet has serious security vulnerabilities where with another ( malicious ) contract they can transfer funds from customers wallet, and they don't need the app password, the 12-word security key, or the authorization of the owner of the wallet. Although Trust Wallet is decentralized application, it is under the jurisdiction of the State of California. Within two to three hours of the theft, I submitted a ticket for the stolen funds to Trust Wallet. But I can affirm you that as a decentralized crypto platform, they don't care about security of their application or recovering customer funds. After six days they closed the ticket without any feedback ( see attachment Closure without any feedback ). Since they did not respond to the request to re-open the closed ticket, I created a new ticket to Trust Wallet. To the second ticket they gave an answer that the funds were sent out of the wallet by a malicious contract, and they asked to provide responses to some inquiries, what I did.

The inquiries were questions like " Confirm if you shared your 12-word secret phrase with anyone '' ( see attachment Feedback to 2nd ticket and my answers to Trust Wallet inquiries ). I also informed the XXXX XXXX, where USDT were purchased for USD and transferred in XXXX transactions to my wallet on the Trust Wallet platform. The theft was possible without my app password and 12-word security phrase, what are just an illusion of safety, because the wallets may be drained by a malicious contract without any authorization of the owner of the funds/wallet. All that indicate the Trust Wallet has serious security vulnerabilities and they do not inform potential customers about those before they create a wallet in their platform. Such theft of funds with a malicious contract would not be possible, for example, from the XXXX application. Please draw your attention to the Trust Wallet negligence about their security vulnerabilities and take necessary actions! Please make Trust Wallet to recover and/or reimburse my hacked funds. Also please help to make Trust Wallet to collaborate with law enforcement institutions to recover my funds! Like being negligent to their security vulnerabilities, due to decentralized nature Trust Wallet does not provide requested information to the law enforcement institutions outside the U.S. : Trust Wallet respond to the requests of the Latvian police but does not provide substantive answers to the questions asked, namely, does not provide necessary information. In internet there are quite many complaints of people who lost their funds from their wallet in the Trust Wallet platform because of hacked wallets. There is also information that some people state they do not use Trust Wallet platform for storing funds because of reliability. 
I just bought crypto for the first time, and I could not imagine ones wallet could be drained from some malicious contract, namely, keeping the password and 12-word security phrase safe does not guarantee anything.

Company response to consumer: Closed with explanation