Complaints

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.

• Initial Complaint

  Date:08/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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  I have $539 in an account at Abra, in a currency that has been allowed to be withdrawn recently for me, called AbraUSD. The firm has been warning me to withdraw my funds for a few weeks, which I have tried multiple times to do unsuccessfully. The instructions they give do not work because the option to withdraw to my established bank account no longer appears. All that shows is withdrawal to another crypto wallet (of a competing firm, supposedly). I have reached out by email and their ******** support site, but get no response and the situation is unchanged. There is a deadline of July 17, after which I will presumably permanently lose my money. How can this be legal? I need help getting my money back, especially since I just lost a job.

  Business Response

  Date: 10/18/2024

  Mr. ******* exchanged his Abra USD to BTC on Sun 07/09/23 and withdrew those funds to an external BTC address the same day: **************************************************************************************************************************;
  This day is considered closed. 
  

• Initial Complaint

  Date:07/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Not sure if you will have any suggestions since this deals with cryptocurrency. The app Abra has recently sent out an email that all funds must be removed from their site by July 17 (no explanation as of why). The option to remove funds to my bank account have been removed and their phone and text help lines are not responding for help. This seems as if they are trying to steal funds at this juncture. Any help you can provide would be welcomed. Thank you.***********************

  Business Response

  Date: 09/05/2024

  All US customers including **************** were sent emails that Abra until further notice, could no longer offer its retail services to United States customers. Additionally, those ******************** retail customers could only withdraw cryptocurrency from the Abra app beginning July 2023 to an external wallet/exchange and would need to do so immediately. Mr. ******* withdrew his funds from the Abra app on Mon 07/31/23. 
  
  This case is considered closed. 

• Initial Complaint

  Date:07/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 is holding crypto currencies I deposited on their wallet. They have sent out communication that by July 2023, all ** customers must withdraw their funds or loose their deposits. My account with ******************** is secured by 2FA and that needs to be reset in order for me to withdraw the funds. Abra needs to send instructions on how to do that. I have been requesting through their email and their app chat support that they send instructions on how to proceed. They have not replied and the dateline approaches.

  Business Response

  Date: 07/28/2023

  ***************** reached out to Abra support regarding resetting 2FA. 2FA is an additional safety feature for users within the app.
  
  However, if a user loses access to their 2FA app, they have to submit additional documentation to Abra in order they can confirm they are in fact who they say they are. Once done 2FA is turned off by the Abra support team.
  
  ***************** did comply with all requests and 2FA was turned off for *****************. Additionally, ***************** withdrew their funds from the Abra app on 7/18/23 to an external wallet.
  
  This case is considered closed.

• Initial Complaint

  Date:07/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  To Whom It May ******* at ABRA:I initiated a wire transfer from my Abra account (Wallet ID: ******** to a known personal checking bank account at ********** (Account no ending in ***** in the amount of $93,538.01 on June 21, 2023. However, the funds have still not appeared in my Chase account. I am concerned that an error was made during this transfer and the funds may have been lost. I would like an update on the status of this wire transfer. I have made several phone calls during business hours to your customer service line at ************** without ever being able to get through to a human agent. You may reach me via email at ***************** or reach me directly on my cell at **************** or ***************. Thank you in advance. Sincerely,***********************

  Business Response

  Date: 10/22/2024

  When *********** ceased to exist some transactions were not completed as that was the banking partner Abra did partner with at the time, if ******** still needs assistance with this transaction, Mr. ***** will need to reach back out to Abra support in order to look into this issue. This case will remain in progress in the meantime. 

• Initial Complaint

  Date:07/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 opened an account with ******************** a couple years ago and it has been a super frustrating app to deal with. I left the account open because I was unable to exchange or withdraw funds within the account and was receiving messages in-app that indicated I would have to essentially add funds to be able to exchange or withdraw from the wallet. I lost money when they delisted the Stealth coin because I was unable to withdraw or exchange from the asset. Now I am unable to withdraw or exchange any of the funds in my wallet which total $38.39 USD at the time of this writing. There is absolutely no reason why I should not be able to withdraw or exchange funds. Abra is ceasing US operations in a couple weeks and there is no way for me to remove this money. I initially put in only $50 thankfully since I was unsure about this platform, and I am sorry I dealt with it at all. This company is the antithesis of what is trying to be achieved in the crypto world, and I am angry I am stuck losing money I put in because of their set-up.

  Business Response

  Date: 07/17/2023

  ************** reached out a number of times regarding the ability to exchange and withdraw. The support team each time explained how to exchange and withdraw cryptocurrency to an external wallet. The support team also explained if she did not meet the minimum she would be unable to exchange that asset or withdraw it.
  
  From the transaction history of the account, ************** exchanged the original amount into smaller amounts that now do not meet the minimum to exchange again.
  
  ************** can deposit more to meet the minimum but if the minimum is not met those funds are considered lost. 
  This case is considered closed.
  
  

• Initial Complaint

  Date:07/12/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 support is down. I have been in contact with them for several weeks to make an update to my 2 factor authentication. Support phones are now turned off and no one is responding to my calls/emails. I have tried every available service to get in contact. I need to update my account and I will be permanently withdrawing my money.

  Business Response

  Date: 07/17/2023

  Abra support is not down, it is up and running. The one major change is we are not answering users in real-time. We will, however, answer emails and tickets created from chats within 24 business hours.
  
  ******************** reached out on 7/28/23 reporting an issue with his CPRX. He experienced a bug, and the team responded within 24 hours via email and escalated to the engineering team.
  
  The case will remain open until the issue is resolved but if the user has any follow-up questions he can respond to his open ticket: ******.

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20209483
  
  I am rejecting this response because:

  Abra is lying.  Abra shut down all support for weeks and wasnt responding to emails or voicemails.  I was able to withdrawal most of my money however some coins are still pending.  Overall Abra is an awful company. They lied to customers and ignored our requests to withdrawal our money.  They didnt communicate and left thousands of customers high and dry.  They also turned off the ability to withdraw funds to bank accounts which is insane cuz they would still allow a user to deposit via a bank account but not withdrawal.  Abra has lied and mismanaged funds and should never be allowed to do business in the US again.  I do not have any follow up items and will unfortunately accept that I lost several hundred dollars by allowing Abra to misappropriate funds and my ability to withdrawal my money.  I consider this case closed 

  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/28/2023

  Abra support is up and running.
  
  It is possible ******************** is confused as a major change is we are not answering users in real-time, with a number of emails and voicemails due to the shut down of retail services in the US (only) after July 31st, but Abra the company is still in business and Abra support has answered emails and tickets created from chats within ***** business hours.
  
  ******************** reached out on 7/28/23 reporting an issue with his CPRX. He experienced a bug, and the team responded within 24 hours via email and escalated to the engineering team.
  
  The case will remain open until the issue is resolved but if the user has any follow-up questions he can respond to his open ticket: 831373.
  
  
  
  
  

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20209483
  
  I am rejecting this response because:

   

  I dont care anymore. Abra *****. They lied to their customers and stole money. I dont trust them and will never do business with them again. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/16/2024

  Abra support is up and running.
  
  It is possible ******************** is confused as a major change is we are not answering users in real-time, with a number of emails and voicemails due to the shut down of retail services in the ** (only) after July 31st, but Abra the company is still in business and Abra support has answered emails and tickets created from chats within ***** business hours.
  
  ******************** reached out on 7/28/23 reporting an issue with his CPRX. He experienced a bug, and the team responded within 24 hours via email and escalated to the engineering team.
  
  The case will remain open until the issue is resolved but if the user has any follow-up questions he can respond to his open ticket: ******.

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 20209483
  
  I am rejecting this response because:

  abra Is a terrible company.  They caused me so much stress during this time period last year by not answering their phones or responding to my emails for over 10 days.  I was finally able to withdrawal my funds but they turned off transferring to my bank and only allowed me to transfer crypto coins to another broker.  This is completely shady behavior and will not be tolerated.  Abra also wouldnt provide the proper tax documentation when requested.  Their CEO is irresponsible and would not respond to the customer requests.  This message ******************** provided doesnt clearly represent the timeline and actions or lack of actions they took.  I will never do business with them again 

  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/26/2024

  Abra support is up and running.
  
  It is possible ******************** is confused as a major change is we are not answering users in real-time, with a number of emails and voicemails due to the shutdown of retail services in the ** (only) after July 31st, but Abra the company is still in business and Abra support has answered emails and tickets created from chats within ***** business hours. This change was never meant to cause stress to our customers, it was a change that needed to happen and was listed within our site and emails. 
  
  In regards to banking services, unfortunately, Prime Trust, which was the third party we used to provide banking services shut down. We also let users know of the shutdown via email. Customers can download their own transaction history from the Abra app as long as they have access to the app for any year they had a valid transaction. 
  
  If Mr. ***************** any other questions he can re-open ticket: 831373.
  
  This case is now considered closed. 

  Customer Answer

  Date: 08/27/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 sent ****** to ABRA via atm machine 6-10-23. The funds were sent to ABRA but they failed to send the funds to my wallet. I have sent several emails and made calls but have yet to receive a response. My wallet is ************************************************************************************

  Business Response

  Date: 10/17/2024

  Ms. ******* BTC was deposited into her wallet and she withdrew it the same day Mon 06/26/23.
  Transaction hash: **************************************************************************************************************************;
  This case is considered closed. 
  
  

• Initial Complaint

  Date:06/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 opened an Abra account in May 2022. I have no record of confirming that I wrote down a recovery code, nor even being asked to establish one, despite taking many screenshots of the account opening process (see attached). If I was asked to write down a code I certainly would have. I recently got a new phone and apparently can only access the wallet with this mysterious recovery code. I have asked for proof that I confirmed I wrote this code down, I have asked for how to access the recovery code hints that customer service claims is available on the app, I have asked for proof that what I am entering as my recovery code is truly incorrect (since I only have ONE phrase I would have used if I actually did set one up) but I just keep getting the same canned response from customer service. I have also asked for proof that my wallet cannot be recovered by the customer service team - according to their website, in certain cases customer service can recover a wallet. *** not received a response to show that someone actually tried to recover my wallet and was unsuccessful. How is any of this legal? Is anyone looking into filing a class action lawsuit? Seems like this company is doing this to a lot of people. If I was told that I needed to write down some code or else I would lose my funds, I certainly would have written it down.

• Initial Complaint

  Date:05/10/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 the 12/04/2023 i sent a wire transfer of $79,400 to my Abra account through a company called *********** llc which is abras third party banking partner for receiving wire deposits.My deposit wasnt credited to my Abra app ad when i emailed Abra support to find out they said my account has been restricted and *********** disabled which they are not obliged to provide further information.I asked them so now what happens to my deposit i made and they said my bank had to recall the funds.I contacted my bank and they did and the feedback was the receiving bank didnt respond.I went ahead to contact prime trust llc and they confirmed the funds were received and deposited to Abra.ABRA has synced refused to reply my several emails and the funds has not been returned to my account.Prime trust went ahead to try to make the recall from their side and today they sent an email saying ABRAs Bank declined the recall saying the funds were already withdrawn by ABRA. So now i am confused as to where my funds are. Abra says i should recall but they declined the recall. Can you help me find out from Abra where my funds are and when will it be returned. Here is my ABRA Wallet ********** Here is my Abra contact support ticket where they stop replying my emails:824796 I will be attaching emails from Abra and prime trust as well as my wire deposit receipt and all information i have.

  Business Response

  Date: 05/10/2023

  Mr. ******* Abra account was restricted due to flagging in Nigera. What this means for the user is they would be unable to use banking services to deposit or withdraw due to this flag. Our system rejected the wire deposit of $79,400 made on 4/12/23. 
  
  If this rejection had occurred smoothly the funds would have been automatically sent back to Mr. ******* bank. Mr. ******* bank reached out to ***********, who then reached out to Abra support at first glance it seemed as if the funds were rejected and any other funds left in the Abra app had been withdrawn. 
  
  However, upon looking deeper into the issue it seemed the transaction did settle on the backend. Thus Abra reached back out to *********** and explained the recall could be approved. Currently the funds have already been removed from Abras system and Prime Trusts banking processor is working on sending these funds back to the users bank account. 

  Customer Answer

  Date: 05/31/2023

   
  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.
  

  My money was finally returned to my account after almost two month of 
  Back and forth. But I got it anyways. Thank you.
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Someone gained access to my bank and sent $1,000, $500, $500 $500 and just noticed was a scam, Abra has frozen my account as $20,000 was attempted to be sent as was stopped in time. Would like all money transmitted to Abra returned where possible.