Consumer complaint received 2024-11-19 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: Foris DAX, Inc.
State: FL

Complaint narrative:
I used Crypto.com to execute what I wanted to be a singular options trade which I intended to sell to close before expiry, but their app malfunctioned continuously, leading to significant financial losses. Specifically : My account balance and order history did not update after the trade, leading me to believe the trade hadnt gone through. 
Therefore I did not know it was processed so I attempted to place additional trades, at which point it was still glitching and not presenting as if any of the orders had been processed. 
As a result, I had unknowingly purchased multiple options contracts as they did not appear as notifications, or in my order history until later. 
The lack of transparency and app dysfunctionality prevented me from placing the correct trade I would have initially even made. 
It was glitching and shutting down on me as I tried to edit the advanced trading options for stop loss ; therefore when these poor trades with very low profit probability that I would never have chosen myself unknowingly went through- they all expired and I had no option even to close these multiple trades leading to tremendous losses. 
There were many error messages like " contract not found '', " can not connect '' and " loading please wait where the circle spins around forever. '' At one point it was telling me I was putting in the wrong password even when it was correct. The entire situation was extremely strange and suspicious. 


As a result, I lost {$1700.00} worth of XXXX, which I had used to fund these trades. I have made many attempts to contact Crypto.coms customer support on numerous platforms, and they have been beyond responsive and unhelpful : They ignore my detailed explanations and evidence ( screenshots provided ) and continue to ask me the same questions despite having just answered those questions, signifying that they are not even reading my messages. 
They have refused to escalate the issue despite repeated requests. 
They have not given me any details or information regarding what their " investigation '' entails. 
They have wrongfully accused me of intentionally placing these trades, which anyone who holds shares of XXXX or knows anything about options trading would never make as they simply resulted in me losing over {$1700.00} within an hour. Obviously if I had intended to buy all of these options and known that all of them went through I would have followed them and sold them before expiry. 
Why would anyone allow such a large amount of XXXX shares during such an intense XXXX rally to go into options that were negative and indicated losses to begin with and end up simply expiring worthless? They insulted my intelligence and tried to give me lessons on options trading as if I didn't know what I was doing when that was not at all the case as I have had experience trading options on other platforms since last summer. They also were trying to claim that " I wasn't able to log in because I was already logged in. '' That literally doesn't even make any sense. I obviously was logged in at the time I was chatting with them otherwise I couldn't be in the chat. It was literally as if they were saying anything and everything possible to pin this on me as if I had done something wrong when all I want is what is fair and rightfully mine because had their app not glitched this never would have happened. I am too experienced to let something like this happen of my own volition and I never bet so much money on options trades ever in the past as I don't even have the funds to cover that. 

They seem to dismiss their responsibility for the platforms glitches, ignore all of my requests for transparency, clarity, updates, escalations, and actually speaking to a real human as I don't even know if these are bots I am speaking to. 
They have 0 respect for my time and energy having had asked the same questions over and over despite giving them detailed and descriptive responses to the exact question time and again. I felt like I was in some sort of time warp. 
Finally and most importantly I enacted my freedom of speech and posted on various platforms, seeking guidance and advice and warning potential investors that this is the kind of service that Crypto.com provides. This is my right as an American citizen and they deleted, reported, and flagged my posts. Each time I would post they would finally answer me in the chat after not answering me for hours, then when I would go back to the various platforms I wouldn't be able to find the posts anymore. 
This especially doesn't seem right and I believe it should be investigated further. People have a right to know what they are getting themselves into. 
Furthermore, upon my own review I have found that many people have had very similar issues with Crypto.com all along and that actually the amount of inquiries regarding this has spiked recently. 
At one point my balance actually XXXX  out entirely and there's a screenshot of that attached as well. I had a XXXX XXXX to see such a thing and nobody was even answering or acknowledging it and still haven't until today. 

I believe Crypto.com may have violated their obligations to : Provide a functioning platform that would protect my assets. 
Communicate promptly and effectively with customers. 
Foster a community of transparency, honesty and respect by allowing me to speak out about something that was true and hiding it from others by removing my posts. 
Safeguard customer funds, especially when technical errors occur that were not my fault and can be proven by my hard physical evidence of hundreds of screenshots and recordings to show how the app continues to malfunction over a day later. 
Follow their own terms and conditions.

Company response to consumer: Closed with explanation