Consumer complaint received 2025-08-21 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: Blockchain.com, Inc.
State: CA

Complaint narrative:
This has been an ongoing issue with Blockchain since XX/XX/XXXXXXXX  with trying to get my funds transferred to different crypto wallets or just trying to get any funds converted to USD. As of XX/XX/XXXX, I was asked to confirm a XXXX wallet address to transfer the last remaining funds. XX/XX/XXXX, I confirmed the correct XXXX wallet address to send it to which is held with XXXX. On XX/XX/XXXX, I was provided a Transaction Action Link by Blockchain stating that the transfer of the XXXX was sent and completed. On XX/XX/XXXX, I followed up with XXXX  and provided the information in the Transaction Action Link and they were able to resolve the issue ( XXXX  does not currently support XXXX via XXXX XXXX ). A refund was processed by XXXX on XX/XX/XXXX back to its original wallet and I provided the updated to Blockchain. On XX/XX/XXXX I was advised from Blockchain that the funds had not yet been returned and that another transfer could not occur until the funds had been returned. I continuously followed up with both XXXX and Blockchain checking on the status of the refund. On XX/XX/XXXX, I received confirmation from XXXX that the refund had been returned to the original wallet and was provided a Transaction Action Link. Blockchain was then notified on XX/XX/XXXX that the refund had been completed and I provided the information from the Transaction Action Link provided from XXXX  and advised that I did not have any other XXXX wallets to transfer the funds to and would like to have these remaining funds converted to USD to finalize the close out of my Blockchain account. On XX/XX/XXXX, I was advised that my request was being reviewed. Then on XX/XX/XXXX I was notified by Blockchain that they do see the XXXX funds were sent to the original wallet via XXXX network which is not supported by Blockchain and due to the complex technical aspects and incompatibility, they will not be able to recover the funds. I followed up with Blockchain on XX/XX/XXXX, requesting to be contacted directly either by a supervisor and or manager who would be able to sort out this issue because I was provided inconsistent information yet again. Blockchain is stating that XXXX to XXXX XXXX XXXX is not supported but the transaction information shows that the network Blockchain used to transfer out the funds initially to XXXX  was XXXX XXXX. I had responded to Blockchain with this information and again requested for the funds to be converted to USD. On XX/XX/XXXX, Blockchain responded stating that there was a typo error regarding how the XXXX funds were sent stating that the refund was sent via XXXX network instead of XXXX  network and that Blockchain does not support XXXX under XXXX XXXX. Again, this is inconsistent as Blockchain used the XXXX network to send the funds not XXXX  network. If they do not support XXXX network, how can you use an unsupported network to send out funds but not receive? In addition, Blockchain has yet to have a supervisor and or manager contact me to provide detailed explanation with the inconsistent information. How can XXXX retrieve funds and refund on their end back to the original wallet although an unsupported network was used but Blockchain is unable to retrieve the funds refunded with a network they used to send out funds.

Company response to consumer: Closed with explanation