Consumer complaint received 2026-01-09 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: Foris DAX, Inc.
State: FL

Complaint narrative:
XXXX XXXX i realized i am unable to withdraw funds from my crypto.com account. XXXX is meXXXXthis is the support conversation\XXXX XXXXSpeak to a SpecialistXXXX XXXXProfile image for Support SpecialistXXXXSupport Specialist joined the conversationXXXXHello there, Thank you for contacting the Crypto.com team, your patience is highly appreciatedXXXXSupport Specialist XXXX XXXX not a problem take your timeXXXX XXXXCan you please provide an email addressXXXXSupport Specialist XXXX XXXXAllow it for me to check for a moment.XXXXSupport Specialist  XXXXall good take your time, no ruch neesedXXXX XXXXAllow it for me to review the said picture.XXXXSupport Specialist  XXXXDid you tried to refresh the siteXXXXSupport Specialist XXXX XXXXtried to do with my phone and XXXX XXXXPlease try the following steps to check if the issue continues after each step:XXXXClose the app and restart itXXXXLog out of the app and log in againXXXXUpdate the app if it is not updatedXXXXRestart your phoneXXXXUpdate to the latest XXXX  version for your phoneXXXXDelete and reinstall the Crypto.com appXXXXClose any other XXXX  party appsXXXXClear the cache XXXX XXXXMore possible solutionsXXXXMake sure you are not using a VPNXXXXTry with both WiFi and cellular dataXXXXTry using a different deviceXXXXIf the issue persists, please provide us with the following informationXXXXWhat platform did the issue occur on?XXXXWhen did this issue first occur?XXXXHave you made any recent changes that may cause the issue?XXXXCan you provide us with more details about the issueXXXXProvide a screenshot/video recording of the issueXXXXYour phone model, OS version, and App versionXXXXSupport Specialist  XXXXPlease try the following steps above. If it still persists, please do chat me and I am willing to assist you.XXXXSupport Specialist  XXXXMy debit card was recently changed but that souldnt have anything to do with the accountXXXX XXXXChanged to phone and I get a diff errorXXXX XXXXThank you for informing me this, let me help with you with your queryXXXXSupport Specialist  XXXXDid you tried to restart your phone?XXXXSupport Specialist  XXXX XXXXLet me assist you with your query.XXXXSupport Specialist  XXXX phone it says to contact supportXXXX XXXXnon pc it gives the other messageXXXX XXXXJust hold on for a moment.XXXXSupport Specialist XXXXhank you for your patience and understanding.XXXXSupport Specialist  XXXXtake your time just trying to buy crypto.XXXX XXXXThank youXXXXSupport Specialist  XXXXMy apologies for the delaysXXXXSupport Specialist  XXXXUpon checking on your account, there is a restriction your account.XXXXSupport Specialist XXXXBut let me assist you with.XXXXSupport Specialist  XXXXHi, do you have any disputes with your banks?XXXXSupport Specialist  XXXXPlease hold on for a moment.XXXXSupport Specialist  XXXXSorry for the delays regarding your query.XXXXSupport Specialist XXXXnot with crypto.com no disputesXXXX XXXXLet me help you with your query.XXXXSupport Specialist  XXXXThank you for your patience and understanding regarding thisXXXXSupport Specialist XXXX did you contact your banks if they have disputes with crypto.comXXXXSupport Specialist  XXXX XXXXThank you for this conversationXXXX XXXXWe appreciate your time and value your feedback, don't hesitate to share it.XXXX XXXXIf you require our assistance again, we are a message awayXXXX XXXXCrypto.com Support  XXXX Agent  XXXXtalked to my bank they checked everything and said there is nothing on there sentld stopping transactionsXXXX XXXXProfile image for Support SpecialistXXXXSupport Specialist joined the conversationXXXXWe will need a confirmation from your bank that they have not make any disputes with crypto.comXXXXSupport Specialist  XXXXThank you. I dont see a stop payment entered for Foris Dax Inc. and if they only had your account and routing number, you getting a new debit card and your debit card dispute shouldnt affect the ACH debit.XXXXYou said: Just tried again got XXXX XXXX XXXXJust tried again got XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX said: What is the error you are receiving from them?XXXX XXXXWhat is the error you are receiving from them?XXXXYou said: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX said: Thank you. It looks like that is an internal issue with crypto.com. We are unable to deny an ACH transaction. It isnt an instant charge. It goes through the Automated Clearing House first. They are not open on weekends or holidays. One or more links in the messageXXXX XXXXThank you. It looks like that is an internal issue with crypto.com. We are unable to deny an ACH transaction. It isnt an instant charge. It goes through the Automated Clearing House first. They are not open on weekends or holidaysXXXXYou said: Ok thanx for your help will get XXXX The support again and see what the issue isXXXXYou said:XXXXOk thanx for your help will get XXXX The support again and see what the issue isXXXXSent on XXXX XXXX XXXX XXXX XXXX XXXX XXXXif this issues doesnt get fixed am aoubt to just change to another exchange, never had issues on XXXX XXXX XXXX XXXXThank you, one momentXXXXSupport Specialist  XXXXPlease bear with me while Im checking thisXXXXSupport Specialist  1w\ntake your time...i need this fixed....today.XXXX XXXXAppreciate itXXXX XXXX XXXXCould you please provide the screenshot of the text you sent before?XXXX XXXX XXXX XXXXThank you, one momentXXXX XXXX XXXXThank you for your patience and cooperation. I have raised this internally for review and is now under progress. When the process is done, we will immediately notify you here in the chat.XXXX XXXX XXXX XXXXso whats the deal here, at this point i need to go to a different exchangeXXXX XXXX XXXX XXXX XXXX XXXX XXXX  joined the conversationXXXXPlease allow me to checkXXXX XXXX XXXXThank you for patiently waiting. I understand the urgency of this matter however at this point please allow us more time to investigate further. We are not able to give you a proper time frame since there are different cases per concern but rest assured that this is being taken cared of and once we have an update you will be notified immediately.XXXX XXXX XXXX XXXXnow i can no longer withdraw...what the XXXX  is going on here.XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX joined the conversationXXXXI truly apologize about the inconvenience. To avoid misleading, I am unable to provide any timeframe. I totally understand that you want to resolve this issue as soon as possible, but don't worry, I will update you right away regarding this once I got a feedback. Your patience and understanding is greatly appreciate.XXXX XXXX XXXX XXXX  more days....No Update...Still UNABLE TO WITHDRAW . WHAT IS GOING ONXXXX XXXX XXXX XXXX XXXX XXXX XXXX  joined the conversationXXXXOne moment pleaseXXXX XXXX XXXXWe are still working on your case, kindly allow us more time to work on it, rest assured as we will notify you as soon as we receive an update. Thank you so much for your patienceXXXX XXXX XXXX XXXXstill cannot withdraw to my cold wallet. when will this be fixed it has been another XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  joined the conversation\nThank you for reaching out XXXX We apologize for the inconvenience, I know it takes much of your time. Upon checking your case, We are still working on it. Rest assured that we will notify you once we have an update. Thank you for your patience.XXXX XXXX XXXX you at least explain to me what is taking so long. and what you are actually doingXXXX XXXXWe don't received any feedback about your case yet, I am unable to provide you an explanation about your account. Thank you.XXXXSupport Specialist  XXXX wish to speak to higher tier supportXXXX XXXX totally understand that you want to talk with a supervisor but here I am happy to help you with your concenr.XXXX XXXX XXXXyou have no idea whats going on, i wish to speak to someone that does.XXXX XXXXWe are sorry for the inconvenience XXXX, I know this takes much of your time.XXXXSupport Specialist XXXXthat tells me nothing. i wish to speak to a supervisorXXXX XXXXAlright, One moment pleaseXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX joined the conversationXXXX XXXX I am one of the Managers at Crypto.com. I have familiarized myself with your case and would like to provide you with further assistance.XXXXSupport XXXX XXXXi just keep being told the samn thing over and over, which is nothing. i cant pull to my cold wallet for what reasonXXXX XXXXRest assured we are making this as our priority, I really do apologize for the inconvenience this has caused, once there is an update, I will let you know right away.XXXXSupport Specialist  XXXXupdate on what, what reason can i not withdraw. there has been no dispute, this is my account. i don't get the problem and now you tell me the same thing i have heard for over a week which is nothing. if this is how your company conducts business as soon as i can pull my funds i am no longer using this site. 0 Explanation is crazy, XXXX idea of an explanation is even crazier.XXXX XXXX XXXX XXXX XXXX XXXX XXXX joined the conversationXXXXI hear what youre saying, and I can see why its impacting you this way.XXXXSupport Specialist  XXXXThank you for sharing all that. No worries, as soon as I have update on looking and working on your concern, I will immediately notify you in this chat at once. You can count on me with that.XXXX XXXX XXXXwell all payments have cleared and i am pulling my banking information off this site until this is resolved and i can use my account again because it is currently useless. for no apparent reason.XXXX XXXXApologies for this inconvenience.XXXX XXXX XXXXNevertheless, updates are to follow as soon as I have them.XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX joined the conversationXXXXHello XXXX I have an update for your issueXXXX XXXX XXXXPlease be inform that you have raise a fraudulent chargeback against us, details below:XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXMade with cards ending in XXXX XXXX XXXXIn order for us to further check your concern we will be needing a Dispute Cancellation Letter from the issuing bank + proof of card ownership and explanation of why this was disputed.XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX joined the conversationXXXXPlease advise that we are still be available for the information that we need.XXXX XXXX XXXXWe need a Dispute Cancellation Letter from the issuing bank + proof of card ownership and explanation of why this was disputedXXXX XXXX XXXXWe're always here for you, ready to help whenever you need us. You can count on us to be available XXXX  so feel free to reach out whenever you need a helping hanXXXX XXXX XXXXWe are still waiting for your responseXXXX XXXX XXXXthis was listed as XXXX XXXX XXXX XXXX XXXX XXXX XXXXRestaurants/Dining as i don't live in XXXX i thought i was being scammed by someoneXXXX XXXXmy card has changed and that number is no longer valid, will contact my bank and remove dispute\XXXX XXXXThank you for sharing that information to us.XXXX XXXX XXXXTake all the time that you need. We will be waiting for you.XXXX XXXX XXXXthis is what there telling meXXXX XXXXI do apologize, but the fraud claim that was submitted has been honored and the case is now closed. You will need to resolve the issue directly with the merchant regarding that payment.XXXX XXXXThank you for letting me know that.XXXX XXXX XXXXi literally had no idea that was the sub for crypto.com it says it nowhere\XXXX XXXXIn this case, please provide us a proof of card ownership and a more detailed explanation of why this was disputed in first place for us to further look into it.XXXXSupport Specialist  XXXXit is listed as a restaurant in XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and have never been to XXXX XXXXWe understand you wish for this matter to be checked and for us to proceed further, kindly provide what we needXXXX XXXX XXXX XXXXhere is a copy of my XXXX XXXXthat is my cardXXXX XXXXPlease note that we are referring to your banking card proof of ownership.XXXX XXXX XXXXts under my name what are you tallking about, here is my idXXXX XXXX XXXX XXXX XXXX XXXX XXXXt joined the conversationXXXX really understand where you're coming from and I am sorry for the inconvenience it may have caused you. Please note that we need dispute cancellation letter from your issuing bank, proof of card ownership and explanation why this was disputed. I understand that your card has been changed and the fraud claim was now closed but we need it for us to proceed further. Thank youXXXX XXXX XXXX XXXXherer is my statment with card charge listedXXXX XXXXhere is no way i can get a dispute cancelation letter because it has been honored.XXXX XXXXand as i have said before reason charge is listed as thisXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXRestaurants/Dining\XXXX XXXXno where does that say crypto.com\XXXX XXXX how am i supposed to know this was a charge for a sub for your siteXXXX XXXXThank you for confirming. I will now escalate this case internally. Once there is an update, I will inform you accordingly.XXXX XXXX XXXXhank youXXXX XXXXou are most welcome. I will get back to you as soon as possible.XXXX XXXX XXXXMessageXXXXstarted convo on XXXX XXXX XXXX XXXX XXXX XXXX XXXXso this is over a subscription to crypto.com that was listed asXXXX XXXX XXXX XXXX XXXX XXXX XXXXRestaurants/DiningXXXX thought someone had my card i live in XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. i canceled my card cut it up and was sent a new oneXXXXdid not think i disputed anything related to crypto.com and have really only disputed i other thing ever. by the time that they tell me the exact charge and i look it up my bank has already honored the dispute, i am unable to cancel it or get a letter saying i canceled it. i did not know this was related to crypto.com and will pay them the XXXX or whatever but i cannot reverse it with my bank. i am locked out completely from removing my money and crypto from crypto.com completely.XXXXif this is normal that is fine i just dont know what steps to take as my bank cant help me take off the dispute and give them what they want to access my crypto and money. \n\nthe listing had me believe i was being scammed or someone had my card. i am not trying to not pay the sub and do need the sub to conveniently trade on the site. XXXXam still currently locked from removing or doing anything with my money.  XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  by the time i found out it was for crypto.com it was  XXXX XXXX and i could no longer remove the dispute with my bank.XXXX also did not correlate that this dispute was with them in any way until then.XXXX take responsivity that i filed the dispute and if i could reverse it i would, but i cannot and do not know what other steps to take. XXXXi also feel like this being listed asXXXX XXXX XXXX XXXX XXXX XXXX XXXXRestaurants/Dining\n\nRestaurants/Dining specifically when it is nothing of the sort is misleading and could lead to more people making the mistake i did with this.XXXXhe fact that i can buy still but not withdraw seems misleading and inappropriate.  they will let me add more money to it but not take any out is kind of crazy.  not trying to scam them will pay the fee.  i use this frequently and i really liked the subscription option."

Company response to consumer: Closed with explanation