Consumer complaint received 2025-03-03 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Money was not available when promised — 
Company: eToro USA LLC
State: NY

Complaint narrative:
Dear CFPB Representative, I am filing this complaint to report a serious issue with eToro, a brokerage platform, where my account has been locked, and my {$110.00} deposit has been wrongfully withheld. Despite multiple attempts to contact eToros customer service, I have received no response, and my account remains inaccessible. I believe eToros actions are in violation of my consumer rights, and I am requesting that the SEC intervene and assist in the return of my funds.

Complaint Details : Platform : eToro Brokerage https : //www.etoro.com/ Amount Held : {$110.00} Date of Account Lock : Discovered on [ Insert Date ] Description of the Issue : My eToro account has been locked for reasons that remain unclear, preventing me from accessing or withdrawing the {$110.00} I deposited. Despite my repeated attempts to reach out to eToros customer service, I have received no clear explanation or resolution. I am unable to contact their support team effectively due to the lock on my account, making it impossible for me to resolve this issue. 

This situation has caused significant financial inconvenience, and the lack of communication or assistance from eToro is concerning. I am left without access to my own funds, and eToro has not provided any information regarding the lock or the steps I can take to regain access.

Failure to Respond to Customer Inquiries and Violation of Consumer Rights : eToro has failed to provide adequate customer support, which further violates my consumer rights. My repeated attempts to contact their support team have gone unanswered, and their failure to respond or offer a resolution indicates a disregard for my rights as a consumer. I am being unjustly deprived of access to my funds and denied critical information regarding my account.

Additionally, eToros actions undermine my fundamental right to access and control my own money, which is a direct violation of consumer protection laws and regulations governing financial institutions.

Violation of Relevant Consumer Protection Norms : eToros actions may violate the following key principles of consumer protection : 1. Right to Access Funds : As a consumer, I have the right to access my funds at any time. eToros locking of my account and withholding my funds without explanation violates this right.

2. Right to Information and Assistance : Financial institutions must provide clear and transparent communication regarding actions affecting a consumers account. eToro has failed to explain why my account is locked and has not provided any guidance or assistance on how to regain access to my funds.

3. Right to Fair Treatment : Financial services should be provided in a fair and transparent manner. eToros failure to respond to my inquiries and resolve the issue reflects unfair business practices that hinder my ability to manage my own money.

Requests for Resolution : 1. Immediate Return of Funds : I demand that eToro immediately release the {$110.00} that is being unlawfully withheld. These funds should be returned to my personal account without further delay.

2. Immediate Access to My Account : I request that eToro unlock my account and restore my access to all funds held within it.

3. Clear Explanation for Account Lock and Resolution : I require a detailed explanation for the account lock and clear instructions on how I can avoid similar issues in the future.

4. Compensation for Inconvenience and Violation of Rights : If eToro continues to withhold my funds or fails to resolve this matter promptly, I request compensation for the financial inconvenience and violation of my rights.

Conclusion : I respectfully request that the SEC investigate this matter and take appropriate action to ensure that eToro complies with all relevant regulations, including those regarding consumer protection. I seek the immediate return of my {$110.00}, the restoration of my access to my funds, and the assurance that such issues will be prevented in the future.

Company response to consumer: Closed with explanation