Consumer complaint received 2024-04-01 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: Foris DAX, Inc.
State: MD

Complaint narrative:
I sent crypto from a XXXX Account on XX/XX/2024 at XXXX to my crypto.com wallet address for XXXX XXXX XXXX XXXX ). I sent this crypto and never received it. Before sending it, I double checked my wallet address that I entered to make sure there were no errors. I waited and waited, and it never arrived. I reached out to the XXXX customer support and they checked the transaction and informed me the crypto was sent to the wallet address and then immediately crypto.com had subsequently swept the crypto from my wallet address and put it within their own wallet. I was informed to contact crypto.com about the issue. I have tried repeatedly to get in contact with customer support and every time I am told through their assistance chat that they can not assist me and that a support rep will reach out to me within a few hours. Each time I reach out to them, the same thing is relayed to me, and I wait the hours and no response. I wait XXXX hours, no response. It has now been days, and I have continued to reach out and I have received no response. Here is the message I sent to crypto.com with the attached message I received from XXXX as well : Good Day, I have been trying to get in contact with your customer support for a week now with no response. I tried to send crypto to my wallet on your platform last week and it was never received. I sent it to the correct wallet address but the XXXX platform is telling me your company took my crypto and moved it to one of your wallet addresses. I never received this crypto in my wallet but the transaction hash said it went into my wallet and then was swept to your crypto.com wallets. I never received the deposit, and neither does my account show the deposit was made into my account. I need my crypto to be recovered and returned back to me, because I didnt mess up when I sent it. I entered everything correctly but the crypto was removed by your company. Here is the message I received from XXXX customer support : XXXX XXXX, Here is another view via a different explorer that displays that the funds hit your destination wallet XXXX and were subsequently transferred to XXXXXXXX XXXX XXXX XXXXXXXX I see you mentioned you sent your funds to crypto.com correct? 

Can you confirm what network you sent your XXXX XXXX to on your Crypto.com account? I see that crypto.com supports XXXX on the XXXX XXXX  in addition to XXXX. 

I recommend reaching out to crypto.com and see if they are able to recover your funds. 

Once cryptocurrencies leave your XXXX account, XXXX can not recall the transaction. The reason behind this is due to a concept known as transaction finality. Transaction finality is a function of decentralized blockchains. It means that once the transaction has been broadcast to the network and confirmed on the blockchain, the transaction is irreversible. Transaction finality is one of the attributes of digital asset transactions. It is common among all crypto exchanges, including XXXX. 

Thank you for your understanding. 

XXXX

Company response to consumer: Closed with explanation