ComplaintsforCoinberry
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
26/10/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have sent this company two Interac E-Transfer deposits for a total of $1010.00 CDN. They have acknowledged receipt of the funds but refuse to credit the account or return the funds. They are demanding spurious information that has no bearing on the fact that they have all of the information they require, yet are refusing to return the money.Business response
20/12/2021
Business Response /* (1000, 8, 2021/12/08) */ I have carefully reviewed the customer's profile and noticed that the client initially contacted us on October 13, 2021, notifying us regarding the e-transfer issues, where a corporate account was used to transfer the money. As part of our policies and procedures, we need to verify the sources of funds and till date haven't able to get proper documentation from the client. Our support team has attempted to contact the client on three occasions on November 5, 6 and 8 and haven't heard back from the client. Given this assessment, there are no further actions that can be taken, and we therefore deem this issue to be resolved.Initial Complaint
17/09/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
I had purchased crypto from coinberry in 2019. Last month they decided to delist xrp and told me i had to take it off exchange. When i tried they updated the security policy and want my drivers licence, a video and audio of me. I gave them licence and they want more. I do not trust this company with that much of my persoal info. I cannot reach a person to talk to. They just send copy pasted emailed and are holding my money hostage. I think they are trying to collect my id. I want my account unlocked so i can move my assets off their exchange. I didnt not agree to video and audio of me when i signed up and bc i cant even speak to an actual person i really do not want to give them all my information. *************************************************************. Please help me unlock my account from these hostage takers **** company.Business response
19/10/2021
Business Response /* (1000, 5, 2021/09/24) */ I am a member of Coinberry Compliance Team reporting to ******** ****. I have carefully reviewed the customer's profile and noticed that the account verification wasn't completed by the client. As per our client onboarding policy, we take multiple steps to identify a client which enables us to safeguard our clients' assets. We have responded to the client on several occasions explaining our requirements, our privacy policy and the security measures in place to protect our client's data. At this point, we are waiting for the customer to complete the account verification process. Given this assessment, there are no further actions that can be taken, and we therefore deem this issue to be resolved. Consumer Response /* (3000, 7, 2021/10/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did not ask me for this very private information when i signed up. After they held my assets hostage, They changed their rules after asking for video and audio recording of me. I have never had to do that for anything in my life. I do not trust this company as i have yet to talk to a real human person. Only email I offered to verify myself in person but they do not want customers coming to their office. *********************************************. I gave them what they wanted to take my assets off their app as they were holding it hostage. I want my info delete now ******************************************** Business Response /* (4000, 9, 2021/10/08) */ Our recommendation for the client would be to contact us directly at **********@coinberry.com for any concerns the client has. We cannot share details about this case or issue for privacy reasons. As for the initial escalation to BBB, the matter was handled and the client has access to the account. Thank you **** ***
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Customer Complaints Summary
23 total complaints in the last 3 years.
0 complaints closed in the last 12 months.