Consumer complaint received 2026-04-05 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account — 
Company: Airtm Inc.

Complaint narrative:
Building Name : XXXX XXXX XXXX Address Airtm XXXX ( Legal Compliance departament ) : XXXX XXXX XXXX XXXX, XXXX XXXX City : XXXX XXXX : Delaware Zip Code : XXXX .............................................................................................................. XXXX. Airtm account regularization request. Airtm Id. XXXX ................................................................................................................ Dear Sirs at CFPB, I am writing this letter with full transparency to request a formal review of my status. My original XXXX Airtm account, XXXX, was unexpectedly and unfairly blocked in XX/XX/XXXX under the premise of having multiple accounts, which at that time was entirely false, as I only operated XXXX. In my eagerness to clarify the situation with my account, which had been verified for years and unexpectedly requested documents again, I mistakenly focused on manual support tickets instead of completing the automatic verification requests available in my dashboard. I now realize this caused unnecessary confusion. After being ignored by them, they started associating me with emails I didn't create and people who are not me and have no relationship with me. On XX/XX/XXXX, my account was unexpectedly blocked. Despite my efforts to resolve this through official channels, I have encountered a total lack of human oversight. Specifically : Ignored Legal Correspondence : I have sent formal communications to XXXX and, when I had no success with support, to XXXX, their designated regulatory and legal contact, and I have been met with absolute silence. This demonstrates a refusal to engage in the 'Good Faith ' resolution process required by financial regulations. Generic Risk Notifications : Instead of a manual review of my more than 5 years history, I received automated XXXX Department templates that provide no specific justification, leaving me in a serious state of financial defenselessness! Security & Phishing Risks : During this period of exclusion, I have been exposed to phishing attempts and suspicious technical failures within their support interface. The lack of a direct, secure communication channel from Airtms side has put my personal data at risk, and the company has failed to provide the security a financial institution owes its customers. Having been a loyal user since the pandemic started in XXXX, I had used Airtm as my primary tool to protect my income from devaluation in XXXX. Throughout these years, I have maintained an impeccable track record, reflected in a historical XXXX rating of approximately XXXX stars, which certifies my commitment to the community and the correct use of the platform. Finding myself excluded from Airtm services without justification and facing the loss of my financial management tool, my priority was to regain access. It was only after being expelled in XXXX that I attempted to create other emails to regain my ability to operate. I recognize this subsequent act was a procedural mistake, but I never hid my identity ; I always used my real information because my intention is not to deceive, but to regain access to your services.

Company response to consumer: Closed with explanation