Consumer complaint received 2025-11-18 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Wrong amount charged or received — 
Company: Foris DAX, Inc.
State: MO

Complaint narrative:
I am filing this complaint because my Crypto.com account experienced unauthorized access and unauthorized derivatives trading activity, resulting in significant financial losses. Despite reporting the incident promptly and explaining that the transactions were executed from a device that I do not own, Crypto.com has repeatedly refused to conduct a meaningful investigation, refused to provide access to essential account data, and refused to offer any resolution.

The companys handling of my case demonstrates a disregard for basic consumer protection expectations concerning fraud, transparency, and safeguarding of customer accounts.

2. Timeline of Events Unauthorized activity occurred : Financial transactions were carried out on my account that I did not initiate, approve, or authorize. The trades originated from a device that does not belong to me.

Immediate reporting : I notified Crypto.com promptly and explained clearly that the activity was fraudulent and originated from an unfamiliar device.

Crypto.coms response : Support issued repeated scripted replies stating that the trades were settled and therefore could not be reversed, without addressing the fact that I did not perform these transactions and without investigating how the unauthorized party accessed my account.

Requests for investigation ignored : I specifically asked for a full fraud investigation, including escalation to Crypto.coms Risk Review or Fraud Investigation Team. Crypto.com repeatedly refused to escalate the case beyond frontline support.

Requests for account access logs denied : I requested standard account-access data necessary to determine whether the activity was unauthorized, including IP logs, device identifiers, login timestamps, XX/XX/XXXXrecords, and session history. Crypto.com responded that they can not provide that information, offering no alternative way to verify how or by whom my account was accessed.

No resolution offered : Crypto.com did not provide reimbursement, did not provide access to logs, did not escalate my case, and did not give any meaningful explanation of how the unauthorized activity was classified as authorized.

3. Improper Handling of Fraud & Consumer Harm Crypto.com failed to provide the protections expected of a financial service provider by : a. Failing to investigate unauthorized access Despite clear evidence that the account was accessed by an unfamiliar device, Crypto.com did not review : device fingerprinting data, login activity, IP geolocations, or XX/XX/XXXXauthentication trails.

No analysis was shared, no findings provided, and no investigation appears to have been completed.

b. Refusing to provide essential account-access information I made multiple requests for my own account access logs. This information is necessary to determine whether unauthorized access occurred. Crypto.com refused to provide any such data, which obstructed my ability to validate the unauthorized activity and prevented me from protecting myself from future breaches.

c. Failing to safeguard my account Crypto.coms systems allowed unauthorized individuals to execute high-risk trading actions through my account without my knowledge. No alerts, warnings, or verification steps were provided before the activity occurred.

d. Providing inconsistent or dismissive responses The companys replies focused on the trades being settled rather than whether they were authorized.

Settled does not determine whether a transaction was legitimate.

e. Denying escalation to the appropriate internal teams Despite repeated requests, Crypto.com declined to escalate the matter to any fraud, compliance, or risk management personnel.

4. Regulatory Concerns Based on the companys actions and failures, the following concerns arise : Crypto.com did not provide adequate transparency regarding account access or activity.

Crypto.com failed to take reasonable steps to investigate unauthorized access when notified.

Crypto.coms refusal to supply account-access data prevented me from assessing the extent of the breach.

Crypto.com did not follow practices expected of financial service companies when responding to reports of suspected fraud.

This behavior conflicts with basic consumer protection principles relating to fraud handling, transparency, dispute review, and account security.

5. Impact on Me Crypto.coms failures resulted in : Loss of funds due to unauthorized activity Emotional distress and inability to secure my account Complete lack of transparency regarding who accessed my account Inability to obtain basic information needed to verify the breach No explanation, no resolution, and no accountability from the company Crypto.com effectively left me without any path to understand or remedy the unauthorized activity.

6. Requested Resolution As a fair resolution to this matter, I am requesting : 1. Full recovery of all funds lost due to the unauthorized trading activity, including a complete reimbursement of the financial damage caused by the fraud.

2. A compensatory settlement of XXXX XRP, reflecting the significant harm, the companys refusal to provide essential data, the obstruction of a proper investigation, and the resulting financial and personal impact.

3. A complete internal review by Crypto.coms compliance and risk teams.

4. Disclosure of the account access logs necessary for me to understand how my account was breached.

This request represents my good-faith effort to resolve the matter without pursuing litigation or additional regulatory escalation.

Company response to consumer: Closed with explanation