ComplaintsforCoinberry

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The nature of my complaint is regarding getting my password back I go through it it says success I go back in my email and it hasn’t gone there so then they request to have it changed. It doesn’t go to my email.

• Initial Complaint

  19/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  For over 2 years the company is not allowing me to login - view my funds or withdrawal any of it. Dozens of emails gone unanswered and the ones that are answered stick me in a cycle of verification that does not stop. I am just in a loop **** **** ** *** ***** ************* * **** **** *********** **** ****** ** ***** **** ** **** * ***** * *** ****** I believe the value of my wallet is about 300-500$ or more I have not been able to access it for years. I want my MONEY BACK - IT WAS MINE TO BEGIN WITH

• Initial Complaint

  04/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I deposited 300 and 136.77 CAD in Coinberry on Dec 21st and I still have all the emails since that day and now I've been locked out of my account and have emailed them earlier saying I would file a complaint against them if they didn't call me asap and they haven't called me so here I am. These 2 amounts were then sent via crypto the first one by ********, a 2nd one by ******* and a 3rd one by ******** again to 3 different addresses or maybe the 2 ******** are the same I have them saved in screenshots and emails because they have now locked me out of my account so I really need those funds back and I have been ********* them over and over *** **** *** ******* **** *** *** *** *** *** **** *** ******** ** *** **** ***** *** * ******* **** **** ***** ***** ************ *** ******* if you could tell me how to go about getting my funds back * ** ** *** ********** *** **** *** **** * ***** * **** * ******** ********* ** ******* ****** **** ****** **** *** ***** ****** * **** *** **** ******* ** ****** * ***** ** ***** ********* ******* *** **** ******** **** * ***** **** ***** ****** ****** *** * ****** **** ***** ***** **** ** ** *** *** *** **** *** *** **** ** *** ****** Sincerely *** ******* P.S. if you need any more info like any pictures or forwards of the proof and emails between me and them since the 21st of December I have everything saved and can provide anything.

  Customer response

  12/01/2023

  My name is *** ******* and I put a complaint in roughly a week to 10 days ago but Coinberry has refunded me the money.  They did roughly a few days after I placed the complaint so if you contacted them thanks it worked.  

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I tried to close my account and withdraw the remaining funds. Coinberry sent me a Lodgement receipt - International Money Transfer on 24/05/2022. My bank has still not received the funds.

  Business response

  24/06/2022

  We have reviewed the client's account and noticed the client's account activity doesn't align Coinberry's risk appetite and therefore we have decided to terminate the relationship with this client. As this is part of an internal review or investigation, we cannot provide any further details. Given this assessment, there are no further actions that can be taken, and we therefore deem this issue to be resolved.
  

  Customer response

  27/06/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not consider the issue to be resolved as I still haven't received the transfer of the remaining funds from my "now closed" Coinberry account to my bank.
  *** **************** *********

  Business response

  28/06/2022

  We have reviewed the client's account and noticed the client's account activity doesn't align Coinberry's risk appetite and therefore we have decided to terminate the relationship with this client. As this is part of an internal review or investigation, we cannot provide any further details. Given this assessment, there are no further actions that can be taken, and we therefore deem this issue to be resolved.

• Initial Complaint

  04/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Coinberry has in place automatic deposit for EMT which has proven to be problematic, since they have in place "Rules and Regulations" restricting transfers. On February 25, 2022, I transferred $3,000 to Coinberry from my account which does not meet their "Rules and Regulations". I contacted Customer service and was told that upon completing the necessary forms, funds would be deposited into my Coinberry account and that I would be able to use this account for future transactions. Later, I was contacted by another agent who said the option offered was not available and that I needed to call my bank to stop the transaction. Stopping an EMT for automatic deposits is not an option and Coinberry customer service should know this. I have provided all information requested pertaining to the transaction for a refund and upon following up, I have not received a reply to any of my e-mails to customer service and the complaint department. In their initial communication it states they could take up to 30 days to reply with a refund. In the "Legal" on their site it says 14 days. As none of the communication has been consistent, I visited the review section ********* and other sites and this seems to be common practice for Coinberry. As a small business owner trying to survive through the negative impacts of the lockdowns, it is so disappointing to even consider that these funds are ****** and that now I will have to contact all regulating bodies to bring awareness to this practice by Coinberry.

  Business response

  09/03/2022

  Consumer Response /* (2000, 5, 2022/03/08) */ Please note that Coinberry has refunded the funds.

• Initial Complaint

  28/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I sent a transfer from ******* to Coinberry as ******* informed all customers that they could no longer deal with Ontario residents. I followed the directions step by step on Coinberry's site, thankfully taking screenshots all along the way. It seemed very straight forward, but I was initially told that my transfer was incorrect, having send BTC to an ETH wallet, yet I followed the directions exactly as described on their app, and of course, i have the screenshots to confirm. When the transfer didn't arrive, I emailed the customer service dept, was told I was out of luck initially, and then after a bit more prodding, was told there was as a recovery they could help with. We have since exchanged over 120 emails, with their Customer Success Hero's continuing to tell me that the recovery is underway, and it will take another week or 2. I have heard this now for 8 straight weeks. I have requested a phone call over 20 times by email. I did have a call from Nauman (unfortunately I wasn't able to answer it) but his VM said he would call back the next business day. He didn't. Nadia finally called me with the rep that was able to recover the funds, Chris. Chris said now they have sorted out the mixup, something about Baby Bitcoin (never heard of this) vs ******* Backed Bitcoin. Anyways, told me to open a Metamask wallet, send them the ETH address, and all would be recovered in short order. This was 10 days ago now. I have emailed 4 more times, no response now. The lost funds amount to about $2000 USD. Was more, but their delays continue to hinder the value. Their phone number is pure automated, no reps for incoming calls. The VM says to request a call on an email to them, unfortunately I've tried that many times, no such luck. I am at a loss on what to do next. ************************************************************************************************************************************************* Would appreciate any help in resolving this. Tim

  Business response

  07/03/2022

  Business Response /* (1000, 5, 2022/03/03) */ We have reviewed the client's account and noticed the issue was resolved on March 1, 2022. Given this assessment, there are no further actions that can be taken, and we therefore deem this issue to be resolved. Consumer Response /* (2000, 7, 2022/03/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Shortly after submitting my complaint, the funds were recovered. Sad it took 130 email exchanges prior to this, but happy it is resolved.

• Initial Complaint

  17/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  During the month of november between the 9th to the 12th of 2021. Someone fraudulently e transfered 10,000.00 to coin berry. I have reached out to coin berry and nothing has been resolved. I have reached out to my bank as well and they are stating that there is nothing they can do. Police reports have been made and nothing they can do. When i reached out to coin berry they stated they needed proof showing the transactions. I have sent them to them and still nothing is being done. Up until this all happened i had never even heard of coin berry. All i want at this time is my money back. As i didnt do any of this. So i shouldnt be penalized in any way like i am.

  Business response

  11/03/2022

  Business Response /* (1000, 8, 2022/02/28) */ We have reviewed the client's account and did not notice any suspicious activity. Our records show client's Photo ID on file matches the Video verification we have on file. We cannot discuss details of any transactions due to privacy reasons. We request the client to contact us using the email they have registered the account with us to resolve the matter.

• Initial Complaint

  21/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent 2500$ to coinberry on October 31st, 2021 and another 400$ and then decided to withdraw it later that week, when i initiated the withdraw, i waited a day then contacted coinberry support asking them why my withdraw was taking very long they said my patience would be appreciated do i waited weeks then a months then almost two months and i kept getting the same answer but i kept emailing them like daily asking for my money. So they sent me a letter saying my funds had been sent to my financial institution and locked my out of my account. I emailed them and asked for the reference number for the transaction, how much was sent, when it was sent and to what financial institution but coinberry has refused to respond to any of those answers. I even reached out to their chief compliance officer who just blocked me her name is Sheereen and i also went to the address they have on file and its a furniture store and the employee doesnt even know what coinberry is. Coinberry just need my money back ***********************************************************************************************

  Business response

  07/02/2022

  Business Response /* (1000, 5, 2022/01/25) */ We have received a formal complaint from this client and currently investigating the matter. We cannot provide a public comment on this case.

• Initial Complaint

  09/12/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have had a verified personal account with Coinberry for a few years. I sent $3,000 from my business account to my coinberry account in error. They indicated to me that I needed to provide my articles of incorporation to authenticate my ownership. I did that. They came back and said that I needed to complete forms executed by a lawyer to complete the funding into a business account. I responded that I do not want to have a business account and that I wished to have my funds refunded. They will not do that and are continuing to force me to open up a business account with them. I repeatedly requested the funds to be returned and the account closed but they are adamant that I can only have my bank retract the funds or open a business account. My bank has indicated that they already deposited the funds and that all they indicated that I can only request a refund from Coinberry. Given that my funds came from my business account the deposit should have been rejected at the onset and I would have used a different bank account to fund my purchase. Instead they accepted my funds and then decided to hold my money hostage until I open a new account. This is not right.

  Business response

  04/01/2022

  Business Response /* (1000, 5, 2022/01/03) */ I have carefully reviewed the customer's profile and noticed that the client had transferred the money from a corporate account, triggering an investigation due to a third-party payment. We had requested the client to provide us with proper documentation to support the ownership of the corporation. Our most recent records show that the E-transfer was deposited to the client's account on December 24, 2021. Given this assessment, there are no further actions that can be taken, and we therefore deem this issue to be resolved. Consumer Response /* (2000, 7, 2022/01/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you BBB for engaging this business to move forward with my complaint. I know that I would have had to incur a loss like others who have had similar experiences if it was not for the BBB. Thank you again.

• Initial Complaint

  08/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They Won't Let Me Withdraw my Crypto. Easy to add money, nightmare to withdraw. No customer service, no contact number. Deserve to be shut down and fined in the process! I have given them every document they asked me to provide. They have asked me to verify my account for more then 15 times in last 30 days whenever i try to Withdraw and still they won't let me Withdraw my crypto. Order # ************************************

  Business response

  20/12/2021

  Business Response /* (1000, 5, 2021/12/08) */ I have carefully reviewed the customer's profile and noticed that the client had contacted us on several occasions regarding the log in issues. Our most recent records show that the client have access to the account with most recent log in showing on November 26, 2021. Given this assessment, there are no further actions that can be taken, and we therefore deem this issue to be resolved.

*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. ↩