Consumer complaint received 2026-01-08 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Fraud or scam — 
Company: Foris DAX, Inc.
State: MO

Complaint narrative:
This complaint documents serious, ongoing, and escalating violations by Crypto.com involving unauthorized account access, unauthorized transactions including derivatives trading, unlawful seizure and retention of consumer funds, refusal to conduct or disclose a fraud investigation, denial of access to required account data, obstruction of a regulatory complaint, and continued misconduct during the pendency of CFPB oversight. The facts described herein also raise substantial concerns regarding failure of supervision and enforcement in connection with prior CFPB handling of this matter. 

Initial Unauthorized Activity and Notice In XX/XX/XXXX, I discovered unauthorized activity on my Crypto.com account. Transactions were executed without my knowledge, authorization, or consent and originated from a device that did not belong to me. I was not logged into my account at the time, did not approve the transactions, and had no knowledge of them until after they occurred. 

I immediately notified Crypto.com and disputed the transactions as unauthorized. Crypto.com temporarily disabled and then re-enabled my account on the same day but failed to provide any investigative findings, forensic analysis, or explanation of how unauthorized access occurred.

Deficient Response to Initial CFPB Complaint In response to my initial CFPB complaint, Crypto.com issued a written email response dated XX/XX/XXXX. That response did not document a fraud investigation or address the substance of the complaint. Instead, the company relied exclusively on boilerplate Terms and Conditions language asserting that consumers are responsible for account security. 

The response failed to include : Any fraud investigation findings Any device, IP, or geolocation analysis Any login or session history Any authentication or authorization review Any explanation of how an unauthorized device executed transactions The company did not refute the existence of unauthorized activity. It merely asserted contractual immunity. Reliance on disclaimers in lieu of investigation is not consistent with reasonable fraud-response standards and constitutes an unfair and deceptive practice.

Second Complaint, Escalation, and Improper Classification as Duplicate On XX/XX/XXXX, I filed a second CFPB complaint after Crypto.com engaged in additional and more severe misconduct. Unauthorized derivatives transactions were executed on my account, resulting in further loss of funds. These trades were made without my authorization, without my knowledge, and from an unfamiliar device. 

Unauthorized access followed by trade execution constitutes account takeover fraud. Crypto.com was notified repeatedly that the activity originated from an unauthorized device, yet the company falsely classified the transactions as authorized without evidence, investigation, or substantiation. 

Despite the presence of new facts, new categories of harm, and new supporting evidence, the second complaint was improperly marked as a duplicate. This classification was incorrect and materially improper because : New fraudulent activity occurred after the first complaint Derivatives trading introduced materially different risk and harm Additional funds were seized and withheld New evidence was submitted This improper classification prevented meaningful review and allowed continued consumer harm.

Unauthorized Seizure and Continued Retention of Funds Crypto.com unlawfully removed and continues to withhold additional funds from my account without authorization, legal justification, documentation, or a resolution timeline. I did not consent to this action.

The continued control and retention of my assets constitutes unlawful conversion and deprivation of consumer property, particularly egregious while a fraud dispute and CFPB complaint are active.

Refusal to Provide Required Account and Security Data I formally requested access to my own personal account and security data, including : Device identifiers and fingerprints IP addresses and geolocation logs Login history and timestamps Two-factor authentication records Session history and trade execution logs Crypto.com repeatedly refused to provide this information, stating only that it can not provide it, without citing any lawful basis. This refusal prevents verification of fraud, obstructs dispute resolution, and compounds consumer harm.

Obstruction During an Active Regulatory Matter While CFPB review was pending, Crypto.com failed to provide substantive updates through the CFPB portal and instead contacted me directly outside the regulatory process. This conduct undermines regulatory oversight and interferes with the CFPBs supervisory function.

Applicable Legal and Regulatory Violations Crypto.coms conduct implicates violations of : The Electronic Fund Transfer Act ( EFTA ) and Regulation E principles governing unauthorized electronic activity Unfair, deceptive, or abusive acts or practices ( UDAAP ) Failure to maintain reasonable security procedures Misrepresentation of transaction authorization Unlawful conversion and retention of consumer property Obstruction of a regulatory complaint process Failure of Supervision and CFPB Oversight Concerns Despite clear evidence of unauthorized access, escalating fraud, unlawful fund retention, and procedural obstruction, the CFPB has permitted Crypto.com to continue its conduct without compelling a documented investigation, forensic disclosure, or restitution. 

The improper classification of the XX/XX/XXXX complaint as a duplicate, despite new evidence and new misconduct, represents a failure of supervisory review. Allowing a financial institution to : Avoid investigation Withhold consumer assets Refuse data disclosure Rely on boilerplate denials while under CFPB review undermines the Bureaus consumer-protection mandate.

The absence of enforced investigative requirements, findings, or remediation has enabled Crypto.coms misconduct to escalate rather than abate. Supervisory inaction in the face of documented fraud risks rendering oversight ineffective and exposing consumers to ongoing harm. 

Ongoing Harm As a direct and foreseeable result of Crypto.coms actions and omissionsand the lack of effective regulatory interventionI have suffered substantial financial losses, prolonged deprivation of assets, loss of access to my own funds, and severe financial hardship. These harms are ongoing.

Summary and Demand for Action This matter reflects : Unauthorized account takeover Execution of unauthorized derivatives trades Unlawful seizure and retention of funds Failure to investigate fraud Refusal to provide required data Obstruction during an active CFPB complaint Failure of supervision allowing continued harm This is not a closed or resolved issue. It is an active enforcement-level matter requiring immediate supervisory intervention. 

I respectfully request that the CFPB : Treat this as a new and independent complaint Compel Crypto.com to produce investigative and security records Require a documented fraud determination Order the return of unlawfully withheld funds Address supervisory failures that allowed continued misconduct Absent such action, the CFPB risks enabling ongoing violations rather than fulfilling its consumer-protection mandate.

Company response to consumer: Closed with explanation