Atlanta-area Users Report Inability to Access Funds on Cryptocurrency Platform for Several Months, according to WSB-TV Channel 2.
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ATLANTA — Users of a leading digital currency exchange platform are expressing frustration due to being unable to access their accounts.
“I can only view my balance. My funds are completely inaccessible. No trading, buying, or selling is possible,” stated Lewis Anthony, who lives in southeast Atlanta, during a conversation with Channel 2’s Consumer Investigator Justin Gray.
Anthony reports that he has been unable to even sign into his Crypto.com account for weeks after being excluded due to a suspected security risk.
He has repeatedly contacted Crypto.com support in an effort to recover access to his account and digital assets.
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“I send my details over and over, and yet the next representative I speak to requests the same information again. It feels like being stuck in a loop,” he described.
Another local, Helen Abasute from Cobb County, has found herself unable to access her Crypto.com account since January.
“Entering my email address, which is verified, yields no results as if there’s no record of it,” Abasute explains.
Crypto.com allows for the purchase, sale, and trading of various digital currencies.
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In a video on Facebook commemorating the platform’s seventh anniversary, the comments section was overwhelmed with user grievances mirroring those of Anthony and Abasute.
A user pleaded on Facebook, “Help please!!! I can’t sign into my crypto.com account and receive no assistance from the chatbot.”
The Better Business Bureau has given Crypto.com an F rating.
One recent complaint read: “I’m unable to log in or make withdrawals. There seems to be no way to reach customer service, whether through email, chat, or phone.”
Crypto.com acknowledged to Channel 2 Action News that their customer service has faced challenges due to rapid expansion, with a spokesperson stating,
“From January to March of this year, our trading volumes doubled per day on a global scale…As a response to this surge in activity and queries from customers, we’ve significantly expanded our support team, with a fivefold increase in our support staff…This growth is enabling us to work through our backlog of inquiries and return to our standard quick response times.”
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