Consumer complaint received 2022-08-17 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Fraud or scam — 
Company: Payward Ventures Inc. dba Kraken
State: CA

Complaint narrative:
See complaint # XXXX for all attached documentation. 

I am a new customer at XXXX XXXX XXXX XXXX. I initiated an ACH of XXXX to fund my account from Kraken on XX/XX/XXXX using the account number on the monthly statement issued. The ACH is still to be located due to XXXX XXXXXXXX XXXX inability to accurately notate accounts, initiate investigations in a timely manner, and follow through with said investigation to a satisfactory resolution, ie, locating the ACH. 

During this prolonged problem and investigation, Kraken has delayed responses, ignored requests for account and trace numbers used in the ACH, sent incorrect numbers in response to our requests, and later fixed them. This has caused extreme distress for all involved and made the matter more complex to resolve while adding to the already long timeline. 

On XXXX XXXX, XXXX I contacted XXXX XXXX and spoke with XXXX a customer service rep who communicated my ach was not it and therefore I had to cover NSF fees. I explained the situation and she removed them. I asked her to notate the account seeing as how the ach was not in and I had sent it on XX/XX/XXXX. I requested she read the notes back to me as I wanted to ensure the bank was aware of the problem until it could be resolved. 

A snippy response from XXXX after " Reading '' the notes prompted me to ask for a manager. I was transferred to XXXX XXXX, who empathized and " notated my account '' on the situation. She was to be the point of contact until this was resolved. 

Since it had been more than the originally quoted 5-6 days ( by chat representative, XXXX with Kraken ) on the receipt of the deposit, I also asked her repeatedly in our calls to initiate an investigation on the matter. 

Kraken escalated the matter to a specialist who responded days later saying it could take 10 days. 

On XXXX XXXX, I spoke with XXXX again to request further assistance, investigation on the matter ect. she finally told me she needed a trace number. Still no investigation. 

On XX/XX/XXXX, I contacted XXXX 's service center to follow up. I was greeted by a rep who knew nothing of the matter and there were NO notes in the account! 

After pressing and pressing for a manager, I was connected with XXXX XXXX. I spent close to 2hrs on the phone with XXXX XXXX He made a genuine effort to solve the problem. I asked him to submit a complaint against both XXXX and XXXX for failing to take notes and further actions to solve the problem. 

I learned through this process that XXXX  XXXX  's account number is in fact, the member number. And that the actual account number is called the book number. Surely many have incurred fees as a result of not knowing this! 

I scheduled to speak with XXXX 4 business days later to ensure progress. 

Then, after pressing and pressing for an intermediate solution my checking account was credited the ach amount of {$4000.00}, which I had sent to them from Kraken on XX/XX/XXXX. I provided snapshots of my Kraken account, and emails that I had exchanged with their people to support my claims. 

XXXX initiated a long overdue investigation on the matter during this call. 

Kraken delayed their response in getting me a trace number. Still, I provided it to XXXX on that same day. 

When I spoke with XXXX on Tuesday XX/XX/XXXX I was informed the credit union could not locate the transaction with the trace number and that the case would be closed. 

I insisted, with updated evidence of communications with Kraken that they NOT close the case as it was not a resolved matter to no avail. See the written communications attached. Finally on XXXX the " account number aka XXXX  XXXX member number I used to send the transaction was finally sent to me via email. This is what XXXX XXXX was supposedly waiting for to restart the investigation. 

Since that call I have copied XXXX on all emails from Kraken. I sent an email to the general XXXX email inbox. XXXX XXXX XXXX has been unresponsive in solving the matter. 

Kraken insists they are providing the correct Trace number on the transaction. 
All of this is included in the attached emails. 

XXXX insists they can not locate the transaction using any of the numbers provided, therefore they can not return it. 

Kraken insists they can not do anything until XXXX XXXX returns the deposit. 

I am stuck in the middle and am requesting an intermediary to help solve this problem.

Company response to consumer: Closed with explanation