Consumer complaint received 2025-03-14 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Confusing or missing disclosures — 
Company: Circle Internet Financial

Complaint narrative:
What Happened : I had a Circle Pay account where I received XXXX XXXX on XX/XX/XXXX. I left my funds in the account, and at that time, maintenance fees did not exist. These fees were introduced later without proper notice, and I was never directly informed that they would be applied to my account. 

In XXXX, Circle announced the shutdown of Circle Pay and encouraged customers to withdraw their funds before XX/XX/XXXX. 

Then, in XX/XX/XXXX, Circle converted my XXXX XXXX  ( XXXX  ) and XXXX  XXXX  ( XXXX  ) holdings into XXXX ( XXXX ) without my request or consent. After the conversion, my total XXXX balance became XXXX XXXX. 

Starting XX/XX/XXXX, XXXX began deducting monthly maintenance fees from my account. Over time, a total of XXXX fees were deducted, amounting to XXXX BTCa loss of 90 % of my funds, leaving me with just XXXX XXXX. 
________________________________________ Issue with Circle 's Notification Failures : Circle claims that it notified customers via email on XX/XX/XXXX, but : I never received this email. 
I formally requested verifiable proof ( email headers, timestamps, and delivery confirmation ) multiple times. 
Circle refused to provide this proof and eventually stopped responding to my emails. 

Despite repeated follow-ups, they have ignored my last XXXX emails, leaving my complaint unresolved. 
________________________________________ Circles Attempt to Close My Account to End the Dispute : As part of my ongoing email conversation with Circle about these unauthorized fees, on XX/XX/XXXX, they informed me that my account would be closed in one week. This message came in the middle of my dispute. However : More than a week passed, and my account was never closed. 
This suggests they were using account closure as a tactic to stop my dispute rather than following any set policy. 
________________________________________ Attempts to Resolve the Issue : I contacted Circle support multiple times, requesting a refund of the deducted fees.

I explicitly asked for proof that I had been notified, but Circle failed to provide it.

When I insisted on email headers and confirmation, Circle stopped replying entirely.

________________________________________ How Circles Actions Were Unfair : 1. Maintenance fees did not exist when I opened my account and were introduced without clear notice. 
2. Failure to properly notify me before deducting fees.

3. Refusal to provide verifiable proof that an email was sent to me.

4. Unjustified deduction of nearly 90 % of my funds.

5. Ignoring my emails when I challenged the fees.

6. Attempting to shut down my account to end the disputethen not following through on the closure.

Circles refusal to provide documentation and their attempt to close my account while I was disputing the fees indicate a lack of transparency and accountability. 
________________________________________ Attachments : I have attached the following documents as evidence to support my complaint : Email Correspondence ( XXXX XXXXXXXX  ) : A complete record of my communication with Circle support, showing my multiple requests for proof of notification, their initial responses, and their failure to reply to my last XXXX emails. 
Transaction Breakdown ( XXXX XXXX ) : A detailed table documenting all transactions, including the deducted maintenance fees and my final remaining balance. 
Screenshots from Circle 's Website ( XXXX XXXX XXXX  ) : Saved screenshots from my Circle Pay account, showing transaction details and how the fees were applied over time.

These documents provide clear evidence that Circle failed to properly notify me before deducting fees and later ignored my requests for clarification and resolution.

Company response to consumer: Closed with explanation