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Business Profile

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Abra

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 57 total complaints in the last 3 years.
  • 51 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:09/13/2023

    Type:Product Issues
    Status:
    Answered
    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 an account with ******************** and received an email that all funds were available for withdrawal until Aug 31 due to their bankruptsy. I made 4 transactions to have my funds of $3000 transferred to external accounts and only $1000 arrived. I cannot reach anyone from Abra after multiple attempts. Their history does not show the Abra wallet addresses, parts of their app is disabled and I cannot trace my transactions through a Txhash because they do not provide it, and the parts of the app that would give me an address are disabled. I need to speak with someone from ABRA ASAP.

    Business Response

    Date: 10/21/2024

    Mr. ********* was mistaken, Abra did not declare bankruptcy, Abra simply could no longer support US retail customers as of July 2023 which why those customers had to withdraw their funds from the Abra app. Mr. ********* did complete multiple withdraws of all of his funds in August of 2023, the transaction hashes are as follows, ETH transaction hash:******************************************************************************************. USDC transaction hash: ******************************************************************************************, USDC transaction hash: ***********************************************************************************************;
    This case is considered closed. 

  • Initial Complaint

    Date:09/13/2023

    Type:Product Issues
    Status:
    Answered
    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.
    Was notified by Abra to withdraw my account, wallet ID *******, by August 31, 2023. Attempts were made for withdrawal since July 1, 2023. Reaching out to their support deportment did not help.The wallet address 1qxygx...hvsw2uste was entered. Withdrawal amount entered was *********** **** "Deduct fee" was highlighted.Pressed 'Done'. The "Review" button remained grey, thereupon preventing the transaction to finalize. Did this more than 20 times to no avail. The "Review" button is blocked in grey, not highlighted, making it impossible to proceed to the "Confirmation" step. Obviously, this is deliberately designed to prevent the withdrawal to finalize. What a scam, stealing people's money. Should start a class action against this company.

    Business Response

    Date: 10/23/2024

    Abra sent Mr. *** a check of his remaining funds twice. Once on 5/29/24, then that was not cashed, a new one was sent on 7/23/24. Abra can see that the last check cleared on 7/31/24 amounting to $1,400.5.
    This case is considered closed. 

  • Initial Complaint

    Date:09/13/2023

    Type:Product Issues
    Status:
    Answered
    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.
    ABRA has shut down their app and I am unable to get my funds out of my account. ********************** has no phone number and I do not know where else to turn to get access to my funds. I was just recently made aware that ABRA was doing this. Just want my money back.

    Business Response

    Date: 10/21/2024

    From our records, we do not see that Mr. ******* has reached out to support regarding missing funds. Once ********** reaches out to Abra support we will be happy to assist, until this case remains in progess. 

  • Initial Complaint

    Date:08/29/2023

    Type:Product Issues
    Status:
    Answered
    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.
    4-29-2023 to present (8-11-2023) contacting abra support through their e-mail, or using the automated chat yields no response. The wallet I've held for many years did not require this verification: I receive notification I need to transfer my funds during each attempt. Repeated attempts to transfer funds or receive verification to enable me to do so have been unanswered. Now my wallet has been emptied sometime late in July. I can't even contact them to get this resolved. Do you have a phone number or any other method I can use to contact them? I really need your help, Thank you for any assistance, ***.

    Business Response

    Date: 10/21/2024

    Once Mr. ****** reached out Abra Support the team was able to resolve his issue and Mr. ****** completed three withdraws of all of his  funds on Thu 10/12/23, the transaction hashes are as follows, the first hash is BTC transaction hash: **************************************************************************************************; ETH transaction hash: ***********************************************************************************************; LTC transaction hash: *************************************************************************************
    This case is considered closed. 

  • Initial Complaint

    Date:08/25/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    Back in 2018, I invested a little over $4,000 in different cryptocurrencies (BitCoin, LiteCoin and Ethereum) through Abra (***************************************). Today, these investments would be worth around $12,000 at the current market rates. On July 25th, 2023, Abra made an announcement that they have decided to end their retail operations in the US and gave users until July 31st (6 days) to withdraw their funds. This announcement was made on their website and there was zero direct communications to users like myself about this. When I tried to withdraw my funds, I discovered that the value of my portfolio is $0.00 with all of my crypto funds missing. I checked my transaction history (see attached) and confirmed that there were no transfers out of my account. Thus, I tried reaching out to Abra's support team via multiple communication channels ******************* support email and support phone number). However, Abra removed their support number from their site, removed the ability for users to message them on ******* and their support chat system always states "There are no available agents" After numerous emails to their support team, I received the following and only response from the Abra team:**********************************************************************Hi Nencho, Thank you for your message. The Global KYC prompt in-app was sent to existing users as early as 5/5/2021. If you had not completed Global KYC prior, any funds left within the Abra wallet are considered lost. As you never completed the required KYC ID verification process, your account was shut down and those crypto assets were zeroed out. We see that you have since completed KYC, but this was only completed after your account was shut down. This cannot be reversed and is final. We apologize for the poor experience this has caused. Best regards, April ****************************************************************************** ***************

    Business Response

    Date: 10/21/2024

    ********* completed three withdraws of all of his funds on Thu 10/05/23, the transaction hashes are as follows, ETH transaction hash: ******************************************************************************************, BTC: ************************************************************************************ and LTC: **************************************************************************************************************
    This case is considered closed. 

    Customer Answer

    Date: 10/22/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, it should be noted that it was only after I filed complaints with the **** BBB, IC3, CFPB & SEC, Abra started to respond to me and assist with this issue. Prior to me filing those complaints, Abra only provided one response "that their decision is final and that my funds are lost"

    Sincerely,

    ****** ******

  • Initial Complaint

    Date:08/15/2023

    Type:Product Issues
    Status:
    Answered
    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 invested in crypto currency in the amount of $5000 through the Abra app. On June 30th 2023 I received an email from Abra that I needed to withdraw my assets from Abra by July31. I was out of the country at the time and waited until July 9th when I returned to make the transation. I followed the steps detailed in the email on how to withdraw funds. I followed a couple of steps on the app and then the app stalled on the page where it says to "review" the transaction before withdrawing. I tried this over and over to see if I could move past this glitch. No luck. I could not progress past this point. I immediately went online to contact Abra. I called customer service during business hours and no one answered. I attempted to live chat and was told by the automated teller that no agents were available. This has happened for days now. I submitting a ticket several days ago via the chat box for someone from customer service to contact me so they can resolve this issue. I have received no email. At this point my initial investment is worth around $4500. I stand to lose that money if I can't withdraw my assets by July31st so I need immediate attention from someone at Abra to help me withdraw my funds. I am attaching a picture of the screen from the app that I am stalled on.Any help to resolve this matter would be greatly appreciated.

    Business Response

    Date: 10/21/2024

    Ms. ********************** two withdraws of all of her funds on Thu 08/10/23, the transaction hashes are as follows, the first is for her ETH transaction: ***********************************************************************************************; and the second is for her BTC transaction hash:  **************************************************************************************************************************;
    This case is considered closed. 

  • Initial Complaint

    Date:08/11/2023

    Type:Product Issues
    Status:
    Answered
    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 over $9,800 with ABRA. They say if I dont take my money out by July 31, 2023 the money is theirs. I filled out all the information requested in order to get verified and they said ************* is not a country they support. I have been requesting support for six weeks and no one will respond. They say you can call between 6-6 PST and they do not answer. Please HELP.*****************

    Business Response

    Date: 10/18/2024

    Ms. **** completed two withdraws of all of her funds on Tue 07/25/23, the transaction hashes are ****************************************************************************************** and ******************************************************************************************.
    This case is considered closed. 

  • Initial Complaint

    Date:08/08/2023

    Type:Product Issues
    Status:
    Answered
    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.
    My funds in Bitcoin and Etherium have been zeroed out in my account. I would like the funds restored. My Abra Wallet ID: *******

    Business Response

    Date: 10/18/2024

    Ms.Poor contacted Abra Support with their concerns, the funds were reverted and Ms.Poor withdrew their BTC on Tue 08/01/23 
    the BTC transaction hash is: *********************************************************************************************************************
    and the *** was withdrawn on Tue 08/22/23, the *** transaction hash is: ******************************************************************************************.

    This case is considered closed. 

  • Initial Complaint

    Date:08/08/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 august 6th, 2023 I transferred over $4k value of BTC off of my Abra wallet to my coinbase wallet. However, there is zero record of this transaction occurring on the blockchain, meaning the money never left Abra. The value of my account on ******************** reflected the money being removed, however it was never received to the receiving address on coinbase and the transaction of the funds leaving abra do not exist.

    Business Response

    Date: 10/21/2024

    Ms. ********* completed one withdrawal of BTC on Sun 08/06/23 and the transaction hash is: ********************************************************************************************************************************;
    This case is considered closed. 

  • Initial Complaint

    Date:08/07/2023

    Type:Product Issues
    Status:
    Answered
    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.
    We established an account with Abra in April of 2018. We have recently been informed we have to close the account or lose our current funds in the account. Unfortunately, they have modified the app for doing that so there is no longer an ability to withdraw funds. We are given email instructions on how to transfer the funds or cryptocurrency to a wallet outside Abra, but the fail to tell us how to link the new wallet to the app so it can be transferred. We have tried calling between their business hours of 6:00 a.m. to 6:00 p.m., but the only response we get is a message saying "Our phone lines are currently closed." We get that message no matter when we call. We have emailed and requested a customer service call back to walk us through the procedure of transferring the funds to another wallet but only receive the same unsatisfactory email back each time we try. We would be content just to pay a small fee to have the money transferred to our bank.

    Business Response

    Date: 10/18/2024

    Ms. ****** withdrew her BTC on Fri 07/14/23 to an external BTC address the Transaction hash is: ***************************************************************************************************************************;
    This case is considered closed. 

Abra is NOT a BBB Accredited Business.

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