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Business Profile

Cryptocurrency Exchange

Trustwallet.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cryptocurrency Exchange.

Complaints

Customer Complaints Summary

  • 59 total complaints in the last 3 years.
  • 40 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/27/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I started off investing with a lady online. I transferred all my business and some personal money. Then she convinced me to ask to borrow 300k from the reserve account. She told me she had plans on investing in the next couple days. When they sent the money, they sent the contract & the money at the exact time. When i told her I had the money she suddenly rushed the investment on me while i was out to dinner with my mother. Immediately after she replied "did I read the contract". It was obvious she knew the contract and scammed me into this. I replied to her in confusion & told her I wish you would have told me this & also that I was scared. She offered to pay half as part of the scam. She told me to borrow money from friends, family or/and get loans from online & banks. She also replied to "do as she says" & everything would be ok. I did not know how to handle the ************* immediately told my parents as she advised me not to tell them. I have screen shots pics as proof. She told me I needed to payback thru the wallet & couldn't use the money to pay back per contract. I am very responsible & would never borrow 300k without the ability to pay back. I would never have agreed to my money being locked and I would never allow power over my money to someone I never met. Before making the investment she told me she would make me 1000k & she was very sure of this. The weird part is she made me very close to the amount of the penalty fees for not paying back and then she stopped. I told her several time when we were investing again but she keep saying in a few days but nothing. when confronting her about fraud & arguing she sent 270k and left me with 30k. I was unable to come up with the 30k & when i told her she got aggressive. I tried to talk on phone with company but they would not give me a phone number when trying to tell them this. I'm being charged 1500 a day ******** money is locked. I really need help resolving this situation with them. please!

  • Initial Complaint

    Date:03/26/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I recently encountered a deeply concerning issue with Trust ******, resulting in the loss of $786. Despite providing the correct withdrawal address to transfer funds to Coinbase, I never received my money. Upon reaching out to Trust Wallet for assistance, I was met with a dismissive response citing a "network error."This level of negligence and lack of accountability is completely unacceptable. Trust Wallet failed to uphold its basic responsibility in ensuring the safe and secure transfer of funds, leaving me at a significant financial loss. As a consumer, I demand immediate resolution and restitution for the funds that rightfully belong to **** urge others to exercise caution when utilizing ************** services, as my experience highlights a glaring flaw in their platform's reliability and customer support. Trust ******'s failure to rectify this situation has severely undermined my trust in their services, and I implore the BBB to investigate and hold them accountable for their negligence.

  • Initial Complaint

    Date:03/09/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have been attempting to contact Trustwallet.com in regards to a time sensitive crypto issue. I have sent nine emails and have received no response and the company has no chat or phone support. I have explained that I was unable to swap a coin on their platform multiple times and have been told a transaction was successful however never seen it fulfilled on my end. I would like a response and to be assisted with my issue in a timely matter.The email for my account is: *********************

  • Initial Complaint

    Date:03/08/2024

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 3-4-2024 I was attempting to withdraw funds from my trust wallet account. Trust Wallet froze my account and customer support said I needed to pay them a capital gains tax of $173,739.76 to satisfy a profit of $1,306,414.00 dollars. I asked them to cancel the transfer request and they said they could not. I asked them to take the tax from the profit to pay the *** and they said they could not. I aske them to free up some other funds they froze in my account to pay they tax and they would not. I told them since I was not given the funds out of my wallet, the *** would not be taxing them. I told them I can pay the *** myself as I normally do when I received the funds. They still refused to unfreeze my account until I gave them the additional funds. They are holding my account ****** and trying to extort additional money to unfreeze my account. Though they say it's legal at their customer support, it's unethical for them to freeze my account and decide how my taxes are paid. I have no additional funds to pay this tax and they won't release my funds in order to so. I would like Trust Wallet to release the funds in my account so I can decide what to do with them and I will gladly then get off of their platform. The account holds $2,238,312.38

  • Initial Complaint

    Date:02/12/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Trust wallet came with staking ETH (ethereum) protocol. I staked some eth to earn interest. Now unable to unstake (withdraw) and trust wallet is not paying interest. Unable to reach any one since 1 week and there is no customer care number . Multiple emails unanswered. My ******* USD are stuck .

  • Initial Complaint

    Date:01/04/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have fell victim to scam and lost ****** USD. I have used ************ services to transfer money to scammers, there were no AML or CTF measures in place, as well as CDD+KYC measures, I hold them liable for my loss and have reached out to them with an ADR but have never received any response.

  • Initial Complaint

    Date:12/06/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Dear *** or Madam,My name is ******************************* and I live in NC. I am writing to you today because i have tried several other options and none have worked. You see, this past June I was scammed by people claiming to be associated with Trust Wallet. It began with a lady on ******** wanting to bless someone, i have a 16 year old daughter so I thought that whatever the amount i could give it to ****** for gas. I have all the documents downloaded., to make this a short version, my ******** was hacked, this had my small business and I almost lost that, They cashed checks , they took money from my account, The whole time they claimed they were still from trust wallet, From this experience i was almost thrown out of my bank and lost around ********* I almost lost my husband over this, the money that was used was supposed to be for our down payment on a house in *******. My husband is not healthy so this was supposed to help him with his back..So that finally died down and about 2 months ago i was working on my page . I had to start all over again. I was sent a message from "support " at trust wallet. They told me how sorry they were and how they wanted to reimburse us, I would have to give them verification fees. Like a dummy, I believed him and gave him 500. Fast forward to now I don't have any reimbursement for anything, Our credit is shot now due to all o f this mess. I am paying back a ****** check . I informed the agent that I would be emailing anyone I found who would listen to me. He then said you wouldn't know who the support staff was. I also went thru a support group on ******** but within a week they wanted money. I don't want a huge amount, I just would like my money back so we can move for my husband. I can send all the documentation that i have including dates, transactions, people I spoke with. I just want some kind of solution to this, Christmas is coming and i have nothing to buy presents with, my husband's credit score is shot.

  • Initial Complaint

    Date:11/24/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    They tell me first you have to make $700 deal deposit and you can track someone wallet and then it delayed then you have to pay another $575 and get more money and they took $700 from me already and I wait back .

  • Initial Complaint

    Date:10/16/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am a Trust Wallet user. My user ID is *********. I have both the Binance app and the Trust wallet app on my phone. In August 2023, I transferred some crypto from my Binance account to the Trust Wallet. On the 16th of August 2023, I received a notification of my Trust wallet that I had won a reward and that I should claim it. I was provided with a link from the Trust Wallet. The link that I should use to claim my reward. I clicked the link and an amount just over 5 US dollars disappeared from my Trust Wallet account. Ever since, I have been getting reward notifications on my NFT wallet on the Trust Wallet. As I report this, there are rewards worth over ***** US dollars on my Trust Wallet. I cannot click the links because then I will lose my money as it happened before. My concern is this is an official platform to store user assets, why am I being exposed to malice? I demand my lost dollars back from Trust Wallet and the amount displayed in rewards to be send to my Trust wallet as payment for damages. Screenshots attached.

  • Initial Complaint

    Date:10/25/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have deposited $110 in this account and am not able to get my money out of it I need help to get it out

Trustwallet.com is NOT a BBB Accredited Business.

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