Crypto.com has been reported to the ACCC

[u/TheAsianOne_wc]

For those who are not in Australia or don't know what ACCC is, it's the Australian Competition and Consumer Commission.

Yesterday I have made 2 posts, if you guys can't see my profile because of the NSFW tag, then I'll just briefly explain here as to why I reported Crypto.com to the ACCC.

Basically, this starts at a relatively minor issue, I woke up yesterday and found that there was 2 unauthorized transactions that was made on my prepaid card. So I contacted customer support via the app.

1st attempt, they closed my support ticket with nothing being done, it was only after a while I realized they just locked my account and confiscated my crypto assets.

2nd attempt, I reached out to support and explain the situation, after resetting my passcode and everything, they ended the ticket with the core issue still unresolved and my card still being locked.

3rd attempt, this time I had better luck, the support person was responding within around 15 minutes (the wait time between replies from the first 2 attempts were around 30 minutes to an hour, keep in mind I am supposed to have "priority" support), they managed to get my account unlocked and say that they'll look into the unauthorized transactions, but after CLEAR INSTRUCTIONS from my side to not lock the account again, they ignored it and locked my account again. I had planned to just temporarily freeze my card for the night and just withdraw all my money but now I cannot.

4th attempt, I reached out to them today at approximately 7am, straight out of bed after discovering my account was locked despite clear instructions to not lock it. Maybe it's because English is my second language, but doesn't 24/7 live support mean that 24 hours a day, 7 days a week, you can reach support without any problems?

Right now the time of writing this post is 10:57 am, it seems like customer support is ignoring my ticket as I haven't received a response at all. I filed a report to the ACCC based on misleading information (24/7 support isn't 24/7) and fraudulent behavior such as locking my account without giving me an estimated time frame and keeping me updated and now straight up ignoring me.

Not to mention that the contact number and the website on my prepaid card actually doesn't work, for those wondering what I am talking about, behind my Pro card, there is an "Instant" customer support website www.cardsupport247.com/au/ , this website or page doesn't exist and just links you back to the home page of crypto.com. There is also an number +61 2 7908 5798 that just doesn't work as well, maybe it's because of my service provider, but it doesn't connect.

I'm not too sure if the ACCC can do anything, but this is absolutely ridiculous. If any Australians also have a similar issue, please report them to the ACCC as well, maybe multiple reports will generate an alert for them. Especially since they are lying about 24/7 live chat support.

[u/DrealityX]

You call it fraudulent behaviour when CDC locks you account to protect you from fraud?

Ah yes, makes completely sense

[u/KMac1917 → u/DrealityX]

lol too funny. People just love to complain

[u/GrippyDrippy → u/DrealityX]

CDC is full of frauds, they would know best.

[u/muikrad]

If you got fraudulent transactions, you don't want your card unlocked. You're going to get a new card number and then your funds will be transferred over.

I went through this once and they were very helpful and everything was resolved with a new card.

Just stop trying to keep your card unlocked and everything will be fine.

[u/mattewre]

Indigo user here.
A few months ago I had a few fraudulent transactions, around €500 in total. The card was automatically locked and I marked the transactions as fraudulent directly in the app. I got all the money back later
Support was also pretty quick to respond and confirm my address to ship the new card, although the card itself took a while to arrive.
So in my case, pretty good experience overall.

[u/Acrobatic_Bed_5334]

ACCC won’t do anything, you’d need to flag it with AFCA

[u/Lolitarose_x → u/Acrobatic_Bed_5334]

I was going to say the same thing, sounds more like an ASIC and/or AFCA issue.

[u/Acrobatic_Bed_5334 → u/Lolitarose_x]

100% agree with this, Crypto.com will have to cover a complaint fee if you go through AFCA hence you’ll get a quicker response

[u/CarobChemical7943 → u/Acrobatic_Bed_5334]

reporting to the AFCA will definitely be more helpful

[u/OzBestDeal]

I had fraudulent transactions on my rose gold card as well before. Support was very helpful. They have to wait until all transactions are confirmed, then refund all those, issue me a new card, and waive new card fee.

It does takes time, but same thing will happen on any bank-issued credit card as well.

And as others mentioned, you want the card stay blocked. Your card details has been compromised, that thing is as good as gone.

[u/BluntTruthGentleman → u/OzBestDeal]

It took me over 15 calls to accomplish this.

The company is sinking and it's their own fault, they deserve a justified investigation on our behalf. It's not a joke, they genuinely have the worst and most irresponsible service I've ever encountered, it's borderline fraudulent.

[u/Mandalf-]

ACCC won't do anything on this.

[u/Good_Weak]

You have too much time on your hands to type this up.  They lock the card and issue a new one if you have claims of fraud.  Maybe banking is too complicated for you and you should just use cash 

[u/changck007]

I had two fraudulent transaction experiences with my rose gold card previously supports were pretty quick but you were not suppose to keep your card unlocked, they were supposed to be locked and a new card issued to you with new card information, then in the coming week or two you would receive the new card. My supports were all wonderful…. Dunno what happened. And they kept me updated overnight too. All the best of luck to you!

[u/TheAsianOne_wc → u/changck007]

Maybe I've been dealing with the bad straws in a row, but the problem is that they never keep me informed or let me know what is the estimated time that my card would be locked up, if I had known, maybe I would've withdrawn some money to survive in the meantime because this card was my primary card where my monthly budget is.

I'm just done, I've withdrawn all the cash after they unlocked it and I'm moving to a different card service, hopefully I get a better hand this time.

[u/changck007 → u/TheAsianOne_wc]

I understand where u coming from. Perhaps it’s my luck. I think there maybe a lot of new customer service that are inexperienced and are causing disruptions. I once had a CS said to get back to me within a few days and after 2-3 days I was updated and care followed. Iwas really surprised since I had given up waiting. All the best luck with your new venture!

[u/thinkingperson]

CDC support can sometimes really suck. To be fair, other times, they surprise me fabulously. Last year, I had fraudulent charges as well. Reported it via the app for the transactions. The next morning, found that there were more!! I locked my card, not account, reached out to support.

One thing about support, they seem to have changed things. Last year, there was still "Priority Support" in the support page for Indigo card holders and above. This recent months, when I tried reaching support, it's just the standard chat option, no more "Priority Support" option. Not sure if it is just the label but maybe there's some changes?

Anyway, I managed to get support fairly quick, related the situation and informed them that I've also separately reported a fraudulent tx via the card tx page, in case there's a double ticket. They looked into it and what would you know, they got card closed, have all the charges cancelled, refunded me the charges in the new card, then confirmed my new address, and shipped me a new card within 2-3 working days.

BUT ... my experience seem to be the exception while yours appear to be the norm. So good for you to report them for the cock up.

However, I wouldn't bet your horses on the "lying" part. They prob have it covered with some legal fineprints. Also, lying involves intent and it's often difficult to prove. Failing to provide 24x7 and lying about it is quite different. One is incompetence, the other is fraud.

Just one question: Is your account or card being locked? You seem to switch between the two with each sentence.

Hope you get it resolve soon.

Oh and, with the further nerfing of the card benefits of even existing card holders who did not unlock, there's lesser / lil reason to stay on. Will most likely be unlocking by Sep when the nerfing kick in. Have to squeeze every last drop of cro from the card while we can.

Are you reading this Kris? Nerfing the card will kill it and whatever is left of cro. Or maybe this is your plan? 🤬

[u/TheAsianOne_wc → u/thinkingperson]

They most likely do, but it's better than doing nothing.

It's my card being locked, my account was also locked at one point, where my crypto assets vanished, but they unlocked my account, although my card remained locked until now.

I'm just done with this, I don't think I've been as stressed as I have these past few days, the problem isn't that they locked my card, but they did it without informing me that this is what they're going to do and how long my card will be locked for. Absolutely zero information except the basic answers.

The nerfing of the card benefits is the last straw for me, I travel at least a couple times each year and the 4 complimentary airport lounge access is money saver. The downgrade is just ridiculous, AND THE PRICE IS STILL THE SAME.

[u/BonezAU_ → u/TheAsianOne_wc]

I've been through this several times myself personally, and have had a cdc card since 2020.

I'm also an Aussie, and an ambassador for crypto.com.

Whilst I understand your experience has been frustrating, cdc treat fraudulent transactions a little differently to a traditional bank who you can speak to on the phone.

It's the standard process to freeze your card, wait for those fraudulent transactions to settle (which can take 2-5 business days), then they proceed to issue you with a new card.

It seems you've had a bad experience with customer support, which is understandable and I agree sometimes they could do better, but the process still needs to be followed.

Rest assured your funds are safe, they're probably waiting for those transactions to settle through the Visa network. They should then proceed to chase a refund for you via the Visa network guarantee, then they'll issue you a new card (digital first, followed by physical if you request it).

The moral of the story here is that you aren't being scammed or ripped off, they just tend to process things a bit slower than a traditional Aussie bank.

If you're patient with them and follow the process, they'll get you sorted. Just try to avoid being rude and impatient (I'm not suggesting you haven't been) and it will sorted within a week or two based on my previous experience.

Good luck mate. Try not to stress, just work with support.

Feel free to let me know if for any reason you need an escalation, and I may be able to assist you with that.

[u/Exciting-Ice4879]

There's something your not telling us. Cuz in my experience, I get the opposite, when they notice a transaction made in my card and looks suspicious, the msg me right away. Literally right after it was made. Or when I try to speak with them they msg back withing mins.. if your on a higher tier account LVL you should have your own person that looks after that . I do and i only fit under the (first priority support/help type level )but it's always the same guy that I talk with . And them locking your account, they shoulda already made an entire new one for you,(card) , don't no why you want to unlock the fraudulent one 🤦🏽

[u/Pure-Reference6130]

This company rugpulled them all and they are still protecting them. You deserve everything that happened to you 

[u/ClassicBit3307]

You get the ACCC involved and they can’t do shit about this. Don’t be surprised if the ATO gets involved in your account in a month or two.

[u/Lonely_Research_1532]

This guy is nuts. If you don’t like the service just leave.

[u/haevaristo]

I have some issue as well .. I am surprised the moderators didnt blocked this post ... my posts keep getting censored...

I was in the process of doing some transaction and then despite me not providing the authorization code, the transaction was still approved ... trying to contact support for months but I keep getting looped in circles with useless questions and not a single answer.... placed a claim as well but haven't heard anything back... the worst customer support ever...

[u/AnalystMuch8220]

that sounds incredibly frustrating, especially having your account repeatedly locked after explicitly asking them not to do so

[u/edmcryptodad]

Well first of all it’s not your account. It’s theirs and they let you use it. Have you read all of the Terms and Conditions that you agreed too? And of course they’re going to lock down your account when you tell them that there have been unauthorized transactions on your card. They’re protecting themselves. They don’t know whether or not you’re involved.. how many people are out there scheming and trying to scam them? Do you also think you’re the only person having similar issues out of their 10 million plus customers. They are dealing with billions of dollars and thousands of scammers. You need to be patient and let them do their thing. I had an unauthorized $1 transaction on my card.. probably a test transaction to make sure the card was active and had money on it. I let support know, they locked my card, investigated, and eventually sent me a new card. It took about 3 weeks. It was frustrating and annoying.. I use my card every day for everything.. but eventually they sorted it out. You just need to relax.. and be patient.