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.
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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.
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Earlier today, I had customer support change some details on my prepaid card, mainly my email. They said something about locking my card to fix it. Once they ended my support ticket, I presume the card will be unlocked again.
But it isn't,
I tried to manually unlock it by entering my passcode but it just fails, when I try to reach back out to customer support, they just automatically end my support ticket immediately after the first selection.
I have just over 1.2K on the prepaid card, that's the only money I have for this month and the next. I was planning to withdraw all my money tomorrow since I plan to close the account soon but now I can't even access my funds.
My crypto assets are also all gone.
How do I get my stuff back? Do I have to sue? Can someone please help me here.
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I received an email for "Explore the Market’s Top Market Cap Tokens" - when I click unsubscribe, it's asking me to login. However, I can't login because I don't have an active account. I also can't get support through chat because I don't have an account. So I'm stuck getting these marketing emails. I'm pretty sure these violate the CAN-SPAM Act of 2003 since I can't unsubscribe too.