Consumer complaint received 2024-08-16 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: CoinZoom, Inc.
State: CA

Complaint narrative:
There are 4 companies involved in this incident : - Coinzoom Inc : XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX, UT XXXX - XXXXXXXX XXXX XXXXXXXX : Address : XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, 00918, XXXX XXXX. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX 

On XX/XX/XXXX this year, a Transfer of {$10000.00} was made to Coinzoom to credit my trading account. The transfer was made from my XXXX  XXXX XXXX saving account. After waiting over a week and not seeing the {$10000.00} credited to my Coinzoom account, I reached out to Coinzoom support via their online ticketing system on XX/XX/XXXX to see why my Coinzoom account had not been credited. This is under XXXX XXXX XXXX In the subsequent correspondence over the next couple of days with Coinzoom support, I provided screenshots of my account and the statements after which Coinzoom support advised their finance will take a look. 

On XX/XX/XXXX, Coinzoom Support advised that the wire deposit has not arrived and they will reach out to XXXX XXXX, which is their banking partner. 

On XX/XX/XXXX Coinzoom support recommended to have your bank do a wire recall to get it returned to you. It may be something as simple as a typo in the bank number that could cause it not to arrive at our bank. 

I contacted XXXX XXXX XXXX, who advised that I sent the transfer as a ACH not a Wire, I advised Coinzoom support of this, Coinzoom support subsequently replied, even as an ACH, no transaction was received. 

I contacted XXXX  XXXX XXXX to request recovery of the transfer, they advised this was only possible if I signed the XXXX a form, which I did and send back to XXXX  XXXX XXXX on XX/XX/year> under Claim number XXXX. 
On XX/XX/XXXX I contacted Coinzoom support after speaking with XXXX  XXXX XXXX, who advised the deposit for XXXX XXXX was made on XXXX XX/XX/year> to XXXX. XXXX XXXX XXXXXXXX advised the transfer was done via ACH not a Wire. XXXX  XXXX XXXX confirmed the transaction did go through and cleared and was not returned. XXXX  XXXX XXXX has requested a recall of the funds to XXXX but to date had not received a response. This information was given to Coinzoom support, Coinzoom support then asked me to reach out to XXXX  XXXX XXXX and ask them for a copy of the wire transaction details which is a detailed receipt so they can further. 

On XX/XX/XXXX I contacted Coinzoom support after speaking with XXXX  XXXX XXXX who advised during an investigation and a recall request, XXXX  XXXX XXXX then communicated with XXXX about the situation, XXXX have confirmed funds were received on XX/XX/XXXX and sent to their client. XXXX have in-turn communicated with their client who confirmed funds have been received, the " client '' advised as the transfer was not fraudulent have declined to return the funds. The trace number relating to this XXXX. 
The trace number XXXX confirmations and acknowledges the funds were received by the " client '', which according to the account details points to XXXX XXXX. I requested that Coinzoom look into this matter further and either credit my CoinZoom account with the {$10000.00} that was deposited or to instruct your partner bank to return the funds. 
On XX/XX/XXXX, XXXX from Coinzooms Finance Wiring processor responded and requested the transaction details, which I provided ( again ) along with the trace number from XXXX  XXXX XXXX. 

On XX/XX/XXXX, XXXX from Coinzooms Finance wiring processor wrote to me After meeting with XXXX XXXX  this morning they stated that your wire deposit never arrived and they recommend that you ask your bank to recall the wire. 
XXXX did advise Our banking partner is XXXX XXXX  and XXXX is a correspondent bank. When you make a wire deposit from your bank it goes to XXXX and then to XXXX XXXX. 

On XX/XX/XXXX I contacted Coinzoom and gave them a copy of the ACH transfer notification from XXXX  XXXX XXXX that was sent to me via email. On XX/XX/XXXX XXXX from Coinzooms Finance wiring processor responded I was on a conference call this morning with XXXX XXXX  and they never received your ACH deposit. Please reach out to your bank for more assistance concerning this issue. 

There seems to be a break down between Coinzooms correspondent bank XXXX and their partner bank XXXX XXXX, although XXXX confirmed that the {$10000.00} transaction was received, they have sent it to their client ( which according to the bank account details is XXXX XXXX  ) however XXXX XXXX  are saying the {$10000.00} was not received. Im not a client of either XXXX or XXXX XXXX. Coinzoom continue to tell me to recall the transaction through my bank which is XXXX  XXXX XXXX, which I have requested, but the recall was denied at this stage XXXX  XXXX XXXX are saying thats all they can do. 

I am still waiting for the written summary from XXXX  XXXX XXXX to send to concerning the trace and recall request XXXX relating to XXXX  XXXX XXXX Claim number XXXX, this request was made on XX/XX/XXXX, I followed up on XX/XX/XXXX, XXXX XXXX XXXX advised they are still organizing to get that sent and will leave a note for the team to get it sent.

Company response to consumer: Closed with explanation