Consumer complaint received 2025-02-05 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: Foris DAX, Inc.
State: CA

Complaint narrative:
I have an account with Crypto .com ( CC ) and received an email with my phishing code so I believe it came from CC stating that I needed to update the address from my wallet by XX/XX/XXXX I reached out to support on the app which is often delayed by up to 9 hours although it states that they will usually answer in less than 10 mins. I also reached out to support on XXXX. On XX/XX/XXXX At some point I received a response and the person verified my credential/email. The person was going to guide me and turned out to be a scammer taking {$55000.00} in crypto currency. I collected screen shots of the discussion, wallet addresses to/from and the bad actor 's credentials with an insignia of CC and stating he was XXXX XXXX XXXX XXXX of CC, and sent those to the support app, they agreed that it was a scam and that the bad actor would have no access to my funds remaining on the XXXX  and therefore took no action. The next day the support people who do not give a Name, ID, or any credentials and often insufficient information, changed my email upon my request. Next, my account was locked, I have opened a ticket every day for the past two weeks asking them to unlock my account, they have asked me to do a myriad of exercises which I completed over time. These exercises are not simple or straight forward and the support people appear to have very little, if any ability to answer questions or provide assistance, there is no escalation process. After I completed the task of changing my email with support, then providing my Driver License and a selfie video via a third party app, they asked me to add 2F verification. 3F verification is OFFERED on the app but not mandatory, a rogue support person refused to unlock my account until I did the 2F verification. Once I completed all of their requests, the support people started asking me to do the same exercises again before they could unlock my account. At one point I got an email from a person in the Complaints dept who addressed me as XXXX XXXX, and their English was very broken, the email was an apology and reiterated their request to have me do the 2F and passkey before my account could be unlocked. Those emails from XXXX are from another country and arrived at XXXX ( PST ) twice then from XXXX XXXX XXXX ( XXXX ). More than two weeks of me asking EVERY DAY TO HAVE MY ACCOUNT UNLOCKED, I am left with third world countries throwing ideas around with no understanding of the magnitude of what they are doing. Mandating the 2F and Passkey on one person but offering it as a choice to others is a discriminatory process. After a transaction was processed there is an email that comes to me stating that a transaction has been made with all details and if I did not believe that was a legit transaction to contact support. I did so and they told me THERE WAS NOTHING THEY CAN DO. So why do we get that email? I also do not know or believe the Support team is competent based on their communications and admitted inabilities to understand questions we ask, they constantly tell me they have to look into simple questions like, how do I get the funds from my XXXX XXXX to my XXXX XXXX? and it takes days to get answers. I also think there should be names and/or ID given for accountability. Lastly, there is no escalation process, I do not believe any competent person has knowledge that my account is being held hostage for NO REASON whatsoever and there is no help available. XXXX and the XXXX need to be introduced to the USA and support should be able to help problem solve simple systemic issues. CC should be able to give some assistance with user abilities. 
I believe that these SCAMS are plentiful in part because of the lack of accountability on CC part and the hands off in any type of training or support.

Company response to consumer: Closed with explanation