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Complaint Details
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Initial Complaint
06/03/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have a crytocurrency account with Poloniex worth about $5000 due to increase in cryto. To access my account the system my cell phone as a factor verification process. My cell number has change since & I need to update. I send all documents but got no reply from Circle (Poloniex). Circle acquire poloniex. Each they tell me to submit document but they do not reply me unless I pressure them. I suspect that thy may have taken by money and thy are misleading me & buying time so things can just go away. Situation: I bought the crytocurrency in 2017 but I try to access my account in 2021 and to do so I have to update my cell number. I send & did everything Circle (Poloniex) asked but in the end got no reply. I send many emails but no reply. they only reply me when I contacted BBB USA. That do not seem right. I bought the cryto and decided to let it sit until it has increased in value that why I did not access the account during 2018, 2019, 2020 but by 2021 my cell number has changed.Initial Complaint
04/29/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
The complaint is against ******** US, operating as Circle Internet Financial which took over ********, a digital currency exchange for the US customers. Clients, such as myself were advised to remove funds from their accounts due to certain restrictions, which I followed and removed my assets. I sent those assets to *******, another digital currency exchange platform. The assets that were being transferred were XLM credits in the amount of 5957.0900790 worth roughly $2,900 as of Apr 29, 2021. ******* transferred the funds back into my ******** account, which I still have access to, but the funds do not show within my account. I have proof of the transaction. I have attempted to contact Circle and ******** for over a number of months without being answered. I have made contact with ******** directly, but when responded to, they tell me that they don't have an account for me and that their ******** is different from the ******** US that Circle leads. I need my funds recovered.
Business response
05/07/2021
Dear Mr. ****, Thank you for reaching out. Please note that this is a complex situation given that we do not hold the keys to the Stellar address that your funds were presumably returned to. Although you are a US retained customer and your account is under our entity, the address that the funds were presumably returned to now belong to the new ******** entity, and therefore we do not control it. We will look into this matter, conduct an investigation, and respond to you in the coming weeks. Thank you for your patience. Sincerely,****** **********Circle Internet Financial, LLCCustomer response
05/12/2021
Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. ******,I reject your assessment regarding this matter. My legally obtained coins that I purchased with my own money have sat for years on ******** until ******** decided to close my account due to their own reasons which had nothing to do with me. I have been trying to retrieve these funds for months, only to be told multiple times that my funds are somewhere that they're not. As of today, May 12, 2021, a rep from ******** or one of its entities contacted me to tell me that a credit had been issued to my account. I went onto my ******** Circle account to see that my balance was still zero. The transaction ID that the rep also provided me was one of the receipts that I have had for weeks, however she made it seem as if it was a new transaction. Here is the email I received:****** (******** US)May 12, 2021, 3:22 PM UTCDear Mr. ****,We were able to refer your complaint to **** Digital Assets, Ltd.They informed us that they have issued a credit back to you. Please find the transaction details below:************* *** Credited on 5/11/21Transaction ID: ********************************************************************* *******************************************************************************************Let us know if you have any further questions.Best,****** - Team Circle This transaction ID that ****** provided is the transaction that I had to do to get ******* to recover the funds, which ultimately once recovered, it went back to ******** on 4/1/21. The stellarchain string that was provided above I also have. The receiving address in the transaction string is to ********. So I do not understand why this rep would have told me that my funds were credited on 5/11/21 when clearly the receipt from stellarchain says 4/1/21.I would like my funds. Please. I've waited months for it and I need it. This is not something that should take weeks to rectify. I could not imagine that there are many situations floating around like mine, however, it should not make a difference. It was not my error that ******** no longer holds the keys nor was it my fault that ******** decided to conduct larger business mergers. I would like for a link to be sent to me so that I can recover my funds, so that I can move them off of your site and to another platform. I would like my original coins in the exact amount that I have been waiting for. If this is too difficult, I would like USDC in the same amount that my coins were worth on the day that the funds are released. Please get this done quickly. Warm Regards, ****
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