Consumer complaint received 2024-11-12 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Confusing or missing disclosures — 
Company: Foris DAX, Inc.
State: MS

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX, XXXX. 
XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX Subject : Formal Complaint Against Crypto.com for Failure to Honor Contract Terms To Whom It May Concern, I am writing to formally lodge a complaint against Crypto.com regarding their refusal to honor the withdrawal terms specified in my Earn contract, despite multiple attempts to resolve the issue through their customer support channels. 

Summary of the Issue XXXX, I entered into an XXXX  contract with XXXX for their cryptocurrency yield service. According to Section 3.3.4 of the Earn contract terms, I am entitled to request the withdrawal of funds from a Fixed Plan before its expiration. Despite my adherence to this provision and several attempts to request a withdrawal as specified, Crypto.com has denied my request, claiming that the terms do not apply to fixed allocations. 

I have made multiple attempts to clarify this issue with Crypto.coms support team, including a supervisor named XXXX, as documented in attached screenshots. I requested a higher-level escalation and clarification of the withdrawal policy as outlined in the XXXX contract, but my requests were either dismissed or inadequately addressed. As a result, I have been unable to access my funds, which has caused me financial hardship and frustration. 

Attempts to Resolve the Issue I have engaged with Crypto.coms support team through their in-app chat and email channels to request a resolution ( crypto.com has no other communication method to escalate issues and concerns and there is only one supervisor as far as I informed ). Unfortunately, despite these repeated attempts and sharing specific sections of the contract that support my position, the company has refused to allow the withdrawal, citing a restrictive interpretation of the policy that I believe is misleading and potentially unlawful. 

Supporting Documentation I am including the following documents to support my complaint : A copy of the XXXX contract terms and conditions, specifically highlighting Section XXXX on withdrawals. 
Screenshots of my conversations with Crypto.com support representatives, showing my efforts to resolve the matter and their responses. 
Any relevant emails and support tickets submitted to Crypto.com. 

Requested Resolution I am seeking the regulatory authoritys intervention to ensure XXXX  : Honors the terms of the XXXX contract by allowing the withdrawal as outlined in Section XXXX. 
Provides a written explanation of their policy regarding withdrawals and clarifies the interpretation of their contract terms. 
Implements improved customer service and escalation processes to address such complaints adequately in the future. 
Thank you for your attention to this matter. I hope that your office can help enforce consumer protection standards and ensure that Crypto.com complies with their contractual obligations. Please feel free to contact me at XXXX XXXX XXXX XXXX or XXXX should you need additional information. 

Sincerely,

Company response to consumer: Closed with explanation