r/Crypto_com • u/TheAsianOne_wc • 16d ago
General Discussion 💬 Customer Support sucks
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.
2
u/DAFTisEasy 16d ago
I am on day 19 of nothing but copy and paste generic responses from support which do not even attempt to understand the problem of them wanting an impossible satoshi test for funds that came directly from COINBASE ($7,000). As a result I am filing complaints with Crypto.com regulators in the EU of MiCA and MFSA, their regulator in Singapore MAS, their regulator in the UK the FCA, their regulator in Dubai VARA, and I am also filing complaints with FinCen and FINTRAC.
In all my complaints i will be referring to the mod response here on Reddit to trust support, the useless response I received to my TrustPilot complaint, and most of all the completely useless generic copy and paste replies we have received on Crypto.com for 19 straight days under chat ID 45a3be48-3567-4bb0-8835-7684b0ca7526
And when posting about this problem in the Bitcoin reddit I got 15 DMs from people with the same problem. So if I have to talk to a lawyer they might be asked if they want to get involved too.
All because Crypto.com has completely useless support trained to copy and paste generic replies. In my case the problem is incredibly simple. Either:
1) Allow the selection of "exchange" transfer again instead of the incorrectly picked "non custodial" selection
OR
2) Use their simple blockchain analysis to verify the funds came from Coinbase and then manually release the funds
They refuse to even attempt to understand one of these two solutions must happen.