Consumer complaint received 2021-10-24 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other service problem — 
Company: Foris DAX, Inc.
State: NV

Complaint narrative:
On XX/XX/21 I wanted to send one of my crypto holdings from my crypto.com wallet to another address and I am required to enable XXXX in order to add an external wallet address, fine. After setting up XXXX and having to XXXX more than a dozen times in less than 5 minutes I concluded that this XXXX process on crypto.com is obnoxiously excessive and not worth my time or effort to continue to use as I originally intended going forward. I then tried to disable the XXXX from my account as I no longer plan on using this app or their services as originally intended due to this obnoxiously excessive use of XXXX however I am only able to disable 2 of the 4 options or to toggle it off completely. I then contacted their customer service who asked me to send a selfie in order to RESET ( not disable ) the XXXX on my account. Per what is stated on their site at the following link : https : XXXX According to what is stated here - " If you'd like to disable your XXXX, you can do so by toggling off in Settings. '' However, I am not able to do what is stated on their site as my option to toggle the enable XXXX is 'greyed ' out and I am restricted from disabling the XXXX from my account as stated on their site. 

I pointed this contradiction out to their customer service and they first tell me the information is not correct and needs to be updated ( it's been a week and still not updated if incorrect ) and they continue to make rules up as they go and request that I follow a procedure to disable ( not reset ) XXXX that it not listed on their site for this process. As of today, XX/XX/XXXX  the XXXX has not been disabled from my account after requesting it be disabled multiple times.

This is the second time I have been blatantly mislead and lied to from crypto.com. It should also be noted that every time my issue has been escalated and someone is supposed to follow up with me, nobody has yet to follow up with me regarding my issue. I have to constantly contact them only to be told something different than the prior time, run around in circles accomplishing nothing, and to not have my issue resolved. 

The first instance was about my card being issued ( I have provided these screenshots for reference ). I was told on XX/XX/XXXX  " I would like to reassure you that your card is issued and being prepared to be shipped. '' However, this was a blatant lie, crypto.com kept requesting that I send them info and documents I had already sent them, and my card ( virtual ) was not issued until XX/XX/XXXX  after I invoked my right to request all info and documents they had be sent to me which they still have not provided to me ( they just issued my card instead likely after realizing they already had everything they kept requesting me to send them for months ). They claim to be XXXX complaint yet fail to comply with this or provide the user with what they have a right to request and obtain under XXXX.

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