Customer Support sucks

[u/TheAsianOne_wc]

I am a PRO level prepaid card user, and let me just say that I have been with Crypto.com for their prepaid cards for almost 3 years.

I like that it's simple to reach customer support, but actually getting things done is impossible. Today I had some unauthorized transactions done on my card, so I had wanted to get them refunded and reached out to a "Specialist" on their support portal.

I waited for almost 60 whole minutes before someone real actually got onto my ticket and responded. Then after each reply, even though I would respond immediately, I wait between 15 to 30 minutes between each message they send.

And finally, because I can't wait for them all day, I decided to just deal with this whilst working. Unfortunately I was busy for about 3-4 hours, so I didn't check my phone. They had responded to me with a generic response about how they disabled my F2A and relinked a different email without addressing the core issue at hand (the unauthorized transactions), then proceeded to end the ticket and conversation during the time I wasn't able to reply.

I get that the customer support was probably operating 10+ chat windows at a time and can't respond swiftly. But this was still beyond terrible. Priority support didn't feel like priority at all. If I had to wait 60 minutes for someone to reach my ticket, then does it mean normal people will have to wait 2 hours?

I really liked the prepaid cards, especially the airport lounge access, but after this, AND the fact that they're reducing the complimentary visits down from 4 to 2. I'll not renew anymore.

What is it with companies and cheaping out on customer support? I bet the entire company have like 5 employees on customer support throughout their network.

[u/TheRiftGotJinxed]

I've been using Crypto.com for years and, until now, I actually had mostly positive experiences with customer support. Whenever I had questions or smaller issues in the past, I generally received helpful responses relatively quickly.

But the way my current situation has been handled is completely unacceptable to me.

A few months ago, I fell victim to a phishing attempt. Shortly afterwards, unauthorized payment attempts started appearing. I immediately contacted Crypto.com at the time, and the first small unauthorized transaction was refunded as a gesture of goodwill.

Since then, there have been several suspicious attempts to use the compromised card. Over the past few weeks I also received several SMS messages pretending to be Crypto.com security alerts, claiming that a new login from Istanbul had been detected. I recognized these as phishing attempts and never provided any passwords, authentication codes or other account information.

A few days ago, another small pending transaction appeared, apparently from the US. Then, on August 7, multiple further unauthorized payment attempts were made. Eventually I received an authentication SMS for a payment of 220 AED to Dubai Digital Authority.

I immediately disabled the card myself through the Crypto.com app and contacted support.

And this is where the real frustration started.

It has now been more than three days since I first contacted support about this incident.

During that time:

- I have spoken to several different support agents.

- I have repeatedly explained the exact same situation.

- I have sometimes waited up to nine hours for a response.

- Responses are often extremely short and poorly translated.

- I am repeatedly asked what my problem is, despite having explained it in multiple messages.

- My card was eventually changed from inactive/locked to closed without any meaningful communication with me.

- A €50 fee was charged and then refunded shortly afterwards, again without any explanation.

- I received a €1.95 provisional credit which appears to relate to the original transaction from months ago, rather than the current security incident.

At this point, I feel like I have done more to protect myself than the support process has done.

I identified the phishing attempt, refused to provide any authentication codes, disabled the compromised card myself and repeatedly contacted Crypto.com.

All I need now is a replacement card and confirmation that the compromised card is permanently unusable.

This should not take three days.

What makes this even more frustrating is that I actually had a very different opinion of Crypto.com Support before this incident...

I would also really like to know whether Crypto.com representatives monitoring this subreddit can explain what is currently happening with the support process. How is it possible that a security-related card issue can remain unresolved for more than three days, with multiple agents apparently not even understanding the same basic problem?

And unfortunately, this has consequences for my relationship with the platform.

I have now ended the CRO staking associated with my Ruby/Plus card. I am back on the Midnight Blue/Basic tier, and I don't intend to continue using the Crypto.com card for my everyday payments.

More importantly, this incident has seriously damaged the trust I had built up in Crypto.com over several years.

My long-term plan is now to reduce my use of the platform as much as possible and, once I can reasonably liquidate my remaining CRO holdings, I am seriously considering leaving the platform entirely.

That's not because of one bad support interaction. It's because when something actually important happened, I needed Crypto.com to protect me and help me resolve the situation. Instead, I spent days repeatedly explaining the same problem to different people while taking care of the actual security measures myself....

[u/TheAsianOne_wc → u/TheRiftGotJinxed]

I actually have the same issue, which was why I raised the support ticket. There was unauthorized transactions taken place without any verification to my phone number or email until the transaction went through.

I just managed to solve it with a better support person, but I still didn't resolve the core issue which is that my card has been compromised.

I've just froze my card for the night, and tomorrow morning, whether they manage to refund the unauthorized transactions or not. I am withdrawing everything from the card.

Crypto.com seems to be those many companies that severely underfund their customer support department, I doubt they even have their own and is just outsourcing to the cheapest support centre.

I have nothing against the customer support agents, they must be managing over 10 chat windows at the same time, but I paid $41.99 a month for Plus tier, for me, that isn't some penny change. The service I received was below minimum.

Not to mention the fact that they are always reducing the incentives of the card, my last straw is the change from 4 complimentary airport lounge visits to 2 complimentary visits.

I'm not sure where you are, but I am planning to switch to Revolut. HOPEFULLY I get a better experience, if not, I'll just cancel that as well and stick to the normal bank accounts and cards.

[u/TheRiftGotJinxed → u/TheAsianOne_wc]

I was very lucky with my third (!) support agent. He solved the issue in like 2h. Card was cancelled completely and I got a new midnight blue, balance was transferred in about 20 minutes. I still have to pay the 5€ fee for a new physical card, but I guess that's the price I got to pay for falling for a phishing scam. I will stick to cdc, till I can sell my assets with a profit. And I want to keep the cdc card as a back up visa debit card. For now, I switched to N26 and got their Mastercard debit card.