ComplaintsforCoinSmart
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Complaint Details
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Initial Complaint
10/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have a corporate investment account with Coinsmart.com, with appx. $30,000 invested in cryptocurrency. In February, a hacker was able to access to my account* *** ** * ********* ******** *** ********* ********* ******** ********** * they did not request the answer to the "secret question", which was put in place when my account was first setup. I have been attempting to regain access to may account since February. I even had a **** call with their "compliance" department and showed them various government ID's in the **** call, including my passport, drivers license, etc. I cannot even get them to respond to online chats via their website, or emails I have sent.Initial Complaint
31/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Wired a large deposit from my bank to some US bank and company that isn't named Coinsmart (as per their instructions). After 2 weeks they still say they cannot find the money, and it has been out of my bank after 1 day. Normally wire transfers take 1 day. ***************************************. They don't have a phone number, nobody has replied to my emails, and more importantly they say they can't find my money eventhough I have sent them my wire transfer documentation!Initial Complaint
20/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I tried to withdraw my money from coin smart once Dec 2021, it always failed, and the money always got back to coin smart account. Why it always failed? Why I can't withdraw my money?Initial Complaint
03/11/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
On Oct 28th I went to log into coinsmart and it asked me to enter my 2fa password. I had not set up 2fa and I have never downloaded the verification app. I spoke with support and they made me take a selfie with my passport and a note that said "coinsmart" and todays date. I did that and they said they would get back to me. They didn't get back to me so I contacted them the next day and I spoke with another agent who told me he had raised my issue and to keep waiting. Later that night I reached out again to the support chat on their website and spoke with the same agent who said they had emailed me the day before, which I never recieved, so he sent me a link to a verification page, where I again took a selfie and a photo of my passport and this time uploaded it to some website. The agent told me I would hear back from the company in 1 business day. That was Thursday night. It is not 3:08 am Sunday morning and I have not hear back from them and their chat support is telling me to continue waiting, and that they didn't receive my authentication form that I send them over 48 hours ago. I'm pretty sure my account was hacked and the company did not alert my when someone else logged into my account, nor when they set up 2fa and weaponized it against me to log into my account. Now the company is allowing the hacker to keep me out of my own account and refusing to acknowledge the time sensitivity of such an incident. This is completely unacceptable, and it speaks volumes about how little they care about their account security. If my crypto has been stolen, at some point the responsibility falls on the lack of protection this company has offered me and the lack of assistance they're provided after the fact.Initial Complaint
02/11/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I am trying to sign on to my Coinsmart account. Several days ago, without warning, they changed the access method, without warning, in theory to implement 2 factor identification. I completed the QR scan that got me signed on. After I signed off, I could no longer sign on. I began attempting to contact someone, and eventually through a chat I went through an involved procedure to get the account operating again. I received an email from them indicating that the account would be reactivated. Today, when I could not sign on, I again opened a chat and was effectively told that I had to start all over. I suspect something is wrong here.
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Customer Complaints Summary
10 total complaints in the last 3 years.
0 complaints closed in the last 12 months.