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:03/31/2023

  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.

  It is happening right now. I have money in Abra, and i am trying to put it back into my bank. So i have reset according to there instructions and it tells me that i have set up an account correctly. I go and try to draw money out and it tells me i can not do it because i do not have a bank accunt set up. I have done this about 20 times and tells me the same thing. I have tried to talk to someone but nobody will talk to me on the phone. Dozens of time. I really need to be able to talk to someone..They alway send an email, which does not help, always telling us t o con tact Abra.

  Business Response

  Date: 04/20/2023

  On Feb. 28th, 2023 ****************** reached out to Abra Support reporting he could not use the bank feature. ****************** reached out to support a number of times reporting he could not link his bank account to the ******************** app. Each time a member from the support team would supply general steps on how to delete an incomplete set up and re-link his bank account.
  
  ****************** responses would unfortunately be vague in regards to still not being able to link a bank but not exactly what occurred. When troubleshooting an issue we need additional detailed information in order to best assist with an issue. Additionally, Abra uses a third party banking service called PLAID to link bank accounts. If there's an issue with PLAID, Abra has no control over the ability to link a particular bank account. ******************** can only advise to try again later.
  
  In this particular case, ****************** has since been able to link their bank account and withdraw funds.
  
  This case is considered closed.

• Initial Complaint

  Date:03/29/2023

  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 want to close my account with Abra and to do so I tries withdrawing my investment and cash from the account. In this process, system didn't allow me to withdraw all funds / investments in spite of the fact I selected to withdraw them all. Now with funds being in account I can't close the account. I had written to customer care and they mentioned it to a system flaw and didn't offer me any solution to it and mentioned their development team is busy in some other priority work and can't fix this issue now.I have two issues: - a) In the process of withdrawing funds I lost around $5 and around $4 dollars are blocked in Abra wallet which I can't withdraw as minimum threshold to withdraw is higher.b) I can't close the account which I can't leave open indefinitely.I want Abra to compensate me for the loss which I incur while withdrawing funds / investments which is purely their system flaw and close my account.If this is not done I will have to reach FTC / social media and report Abra as scammer as they are not able to return my funds held in their wallet and most importantly not closing the account. Unattended open wallet could lead to bigger scams at later point in time.

  Business Response

  Date: 04/20/2023

  On Feb. 21st, 2023 ******************** reached out to Abra Support reporting he could not use the bank feature. As that was well after Abra stopped supporting the banking feature to ** users, the support team relayed this information and provided other withdrawal options (all excluding banking services).
  
  ************************ response email reported he was unable to delete his account due to the remaining balance. The Abra support team explained users cannot delete their wallet if there are any funds remaining within the wallet.
  All of these assets need to be above a minimum to be withdrawn. The only option for CPRX token is to withdraw to an external wallet which is still below the minimum.

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 19625886
  
  I am rejecting this response because: Abra is scamming its users. Many users are complaining that they cant close their account because company has minimum withdrawal requirement. Additionally, they have intentionally designed their system in such a way that if you request full withdraw of fund/crypto system would leave fraction amount in the wallet. And then customer care would tell that account cant be closed since funds are available in the account. My hard earned $3.25 are stuck with them because is above flaw.

  And most importantly there was no communication made by company that they are closing bank withdrawal in **.

  Total scam.

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

  Business Response

  Date: 08/16/2024

  ************************ response email reported he was unable to delete his account due to the remaining balance. The Abra support team explained users cannot delete their wallet if there are any funds remaining within the wallet.
  All of these assets need to be above a minimum to be withdrawn. The only option for CPRX token is to withdraw to an external wallet which is still below the minimum.

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 19625886
  
  I am rejecting this response because: Abra is a scam.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/04/2022

  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 deposited ******* USDC into my Abra Account. It was showing as pending and they asked me to provide the Transaction Hash 0x34ce647347391d011262e730c6c2ea68476de8b2ac73c1b4fc0698ef0a7eed63 Which i did. They refuse to respond to my emails and have since stolen my money as it is no longer showing as pending. It just dosen't exist. These crooks need to be arrested

  Business Response

  Date: 12/20/2022

  On Dec.3rd, 2022 ****************** reached out to Abra Support asking about a deposit that had been confirmed on the blockchain but did not reflect in his wallet yet. A member of the support team responded the same day and asked for the transaction hash in order to look into the transaction further.
  
  ****************** responded with the transaction hash at almost midnight with this information on a Saturday. Abra support team is limited and thus ****************** did not receive a response until Monday, Dec.5th, 2022.
  
  The response to ****************** explained our support staff is limited over the weekends and provided his transaction ID: ******* which showed the deposit had settled and reflected in the wallet. Additionally, the support team provided the following transaction ********** which reflects the funds were then withdrawn to an external wallet.
  
  As ****************** never replied to this ticket, this case would be considered closed. However, if ****************** has any follow-up questions he can always reach out to the team regarding his wallet.

• Initial Complaint

  Date:12/03/2022

  Type:Customer Service 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.

  Signed up for this ********** ( ************* ) about a year ago and haven't had any complaints until they changed their*********** process to this AbraUSD. Since this "company" which is just a ************* did this, I have had issues with exchanging a particular holding (SC) into their new AbraUSD platform. I filed an original complaint roughly 4-5 weeks ago, and as of today, there has been no remedy or fix in my acct to resolve this exchange issue I am having. The frustrating part of this is that it's been 5 weeks and the only way I can liquidate my holdings is if I make 2 exchanges, one from sc to****, and then from**** to AbraUSD. Two exchange transactions means I am also paying for two exchange fees (bid-ask spread). This is wrong, and I should be able to exchange my *********** directly into AbraUSD (**********). And because this issue has not been fixed in 5 weeks, with multiple complaints via email ( because they have zero contact info and their customer service is non existent), if I need to liquidate my ***********, I have to make two transactions instead of one. So I am complaining because this issue should of been resolved awhile ago, and it seems that nothing is being done to correct this in my acct. Super frustrating that I can't exchange*** to AbraUSD in one transaction, and if I need to liquidate I have to pay for two exchanges when it should only be one. Very disappointed with this process, and super frustrated with this. And it's costing me twice as much. I have forfeited my complaint as I just can't seem to get anyone to fix this is my acct. I **** be reporting to the ** Attorney General as well, because I don't expect this issue to ever be resolved.

  Business Response

  Date: 01/23/2023

  Business Response /* (1000, 5, 2022/12/20) */ On Nov.12th, 2022 Mr. ******* reached out to Abra Support reporting he could not exchange his assets and wanted to know what was going on. A member from the support team responded to Mr. *******'s email 10 minutes later asking for additional information (screenshots, specifics to the error, etc). Mr. ******* did not reply to that ticket: ******, instead, he created a new ticket on Nov.15th, 2022 reporting he was unable to exchange to or from *******. Mr. ******* reported anytime he attempted to do so he would receive an "oops error". A member of the support team responded to the new ticket: ****** asking for additional information (screenshots, specifics to the error, etc). Mr. ******* replied with additional information, reporting he cannot exchange to *******. The support team did not have a chance to reply to that ticket before Mr. ******* sent an update stating he was able to exchange to ******* but now experienced a new issue which was that he could not exchange from ******* to another asset. The support team merged the ticket ****** to ****** in order to make sure the conversation would take place in one location. A member of the team then responded to the user and asked Mr. ******* to update the Abra app as a new update went out that same day and it may resolve the issue. Mr. ******* replied that the update did not resolve his issue but that he could exchange to other assets but not directly to Abra USD. The case was then escalated to the engineering team on Nov. 17th, 2022 and Mr. ******* was notified of this escalation along with offering Mr. ******* had an alternative which would be to withdraw his holdings of ******* to an external wallet while the team worked on this issue. Mr. ******* responded that he was uninterested in withdrawing to an external wallet and provided a screenshot of a new issue he experienced in the app. On Nov.18th, 2022 a member of the support team explained the issue should now be resolved and to re-try. Mr. ******* replied later that day, that the issue was he could no longer exchange to *******, the issue was re-escalated to the engineering team and Mr. ******* was notified of the escalation. The support team kept in contact with Mr. ******* periodically explaining the engineering team was still continuing to work on this issue. On Dec.2nd. 2022 Mr. ******* reached out reporting he couldn't wait and needed some of his *******. Due to this Mr. ******* exchanged some of his ** to *** and then from *** to Abra USD. The support team thanked Mr. ******* for this information and let him know we would relay this to the engineering team. Mr. ******* responded that the issue was taking far too long to resolve, that he should not have to exchange to another asset and incur the exchange spread and would be reporting to the ***. Mr. ******* has continued using the app and successfully deposited funds into his wallet on 12/14/22 and converted it to obtain additional *******. The case remains open while the engineering team continues to work to resolve this issue. We can refund on the next transaction, the second exchange fee for the exchange from ** to AbraUSD to assist in resolving Mr. *******'s complaint. Consumer Response /* (3000, 7, 2022/12/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like to know what the real reason is for not being able to exchange from ******* to their new AbraUSD platform and why hasn't this been fixed yet? If every other asset can be exchanged into AbraUSD, why is ******* being excluded from exchanging within their platform? I feel that this response is a summary of the process I had to endure, and not a true response into what the issue is and when it will be fixed. They are dancing around the subject without providing specific details. Business Response /* (4000, 9, 2023/01/03) */ This is an on going issue that our engineering team is working to resolve. Once fixed we would be happy to notify Mr. ******* of the fix but we do not provide statements/summaries as to what the bug was or how it was fixed. The case remains open while the engineering team continues to work to resolve this issue. In the meantime, We (Abra) can refund on the next transaction, the second exchange fee for the exchange from ** to AbraUSD to assist in resolving Mr. *******'s complaint.

• Initial Complaint

  Date:09/04/2022

  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 this company and recently had to do a hard reset on my phone - thus losing all of my stored data. The app is requesting a "recovery phrase" to login to my account. The recovery phrase was stored on my phone that I had to reset. I received the below response from the company and they say my money is lost and there is nothing they are able or willing to do to allow me to regain access to my account. ============ ***** ****** Sep 4, 2022, 7:44 AM PDT Hello *****, Thank you for contacting us. We are very sorry to hear about this. Unfortunately, in order to recover your wallet, you should have your recovery/backup phrase with you and ready to use. Our company never has access to your associated recovery phrase. Thus if you lose your recovery phrase, you have lost access to your funds in the corresponding Abra wallet. Again, we are unable to access your recovery phrase(s) or reset them; only you are able to access your recovery phrase. If you do not have your recovery phrase, you will not be able to recover your funds - no one will be able to. This is why users are advised to write down their recovery phrase and store it in a secured location to avoid losing access to their funds. We do have in-app reminders for recovery phrases as well. For more information about this, you can use the following link: ****************************** We sincerely apologize for any inconvenience that this might have caused. If you have any further questions or concerns, please let us know. Best regards, ******

  Business Response

  Date: 08/27/2024

  ***************** had lost access to their wallet because he did not have his original recovery phrase but ***************** was able to participate in the new process of manually recovering their wallet with our Abra support team on Sep 08, 2022. ***************** regained access to their wallet and withdrew their funds back to their bank account on Sat 09/10/22. This case is considered closed. 

• Initial Complaint

  Date:08/23/2022

  Type:Billing 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.

  I tried to withdraw my funds and was unable. My recovery phrase, I could not locate at first. I soon found it, but the system keeps saying that it is incorrect. Customer service tells me there is no way to access my funds. Therefore i believe I have been scammed and would like my money back

  Business Response

  Date: 08/27/2024

  Ms. ******** did not have her correct recovery phrase in order to recover her wallet. Without the correct recovery phrase at the time she was unable to regain access to her wallet. Since then Abra has developed a manual process to recover a wallet.
  If ******************** would like to regain access to her wallet she will need to go through a re-verification process again but we can give her access to it again with the new process. 

  Customer Answer

  Date: 08/28/2024

   
  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:08/13/2022

  Type:Billing 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 an open account with a minimal balance of about ***** worth of *******. I want to close this account. In order to close the account, my balance must be Zero according to ******, the supervisor I spoke with. However, they won't let me convert to Dollars becuase the amount it too little. They won't let me withdraw becuase the amount is too little and they won't send me a refund check. Completely non compliant. I don't even want the money. They can keep it. I just want my account closed.

• Initial Complaint

  Date:07/05/2022

  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.

  The company is a scam. They promised *** for deposit and referral but only paid me *** in some insolvent company owned ****** which they will not cash out for at least the rest of 2022 (most likely ever). There is nothing in the legal terms and conditions that says the $40 awarded will be in an insolvent worthless asset that can't be withdrawn. I called and spoke with 3 agents and they all refused to answer any other questions as to who is regulating their company and where my missing *** is. (Also the $20 was awarded today and was exactly 2000****** so it wasn't some ****** devaluation that devalued after I received it). 1) The ***** were never pending. They were not pending and not showing until I called in today and then they were credited to my account today 2) Pending isn't "awarded". No where in the terms of my signup date 5/16/22 does it allow for you to arbitrarily set a date for the valuation and then have them unavailable. 3) If the****** isn't available then it's not been awarded. It wasn't available until today 4) Nowhere in the terms does it say this "reward" **** be a worthless piece of garbage that isn't convertible or withdrawable, which I've just discovered is the case. Most importantly, if the****** is untradeable and unwithdrawable, then by definition is it WORTHLESS. The company is arbitrarily assigning a value to its own insolvent asset. I hope someone files a class action lawsuit against this scammy company or a government regulator steps in and closes the company down for being a fraud.

  Business Response

  Date: 10/03/2024

  On June 22nd, 2022, Mr. ******** reached out to Abra Support as he had only received $20 in CPRX for a promotion that was supposed to be for $40 in CPRX. 
  
  The Abra support team explained he was in fact rewarded two reward payments one for $15 and one for $25 which add up to $40 worth of CPRX at the time it is was credited to Mr. ********* wallet. 
  Wed 06/22/22 16:04 UTCBTTB5WMRewardPaymentConfirmed
  Wed 06/22/22 16:04 UTCNPYZY5YRewardPaymentConfirmed
  
  However, as the worth of an asset will fluctuate with the market and is not a fixed rate. The rate was $40 worth when it was credited to the wallet but the worth dropped later as the price of assets fluctuated. 
  
  This case is considered closed. 

  Customer Answer

  Date: 10/04/2024

   
  Complaint: 19049408
  
  I am rejecting this response because:

   

  Wow this trashy company tries to respond 2 years later to clear its trashy name? AGAIN:

  There is nothing in the legal terms and conditions that says the $40
  awarded will be in an insolvent worthless asset that can't be withdrawn.
  
  Nowhere in the terms does it say this "reward" will be a
  worthless piece of garbage that isn't convertible or
  withdrawable, which I've just discovered is the case.
  
  Most importantly, if the ***** is untradeable and unwithdrawable, then
  by definition is it WORTHLESS. The company is arbitrarily assigning a
  value to its own insolvent asset.

  You owe me $40 per your promotion. Since you wouldn't let me withdraw (and never did) this "asset" was not worth $40 and was in fact worthless, this was false advertising. Send me $40 plus 2 years interest which is about $4 more using the T-bill rate.
  
  I hope someone files a class action lawsuit against this scammy company
  or a government regulator steps in and closes the company down for being
  a fraud.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 10/17/2024

  On June 22nd, 2022, Mr. ******** reached out to Abra Support as he had only received $20 in CPRX for a promotion that was supposed to be for $40 in CPRX. 
  
  The Abra support team explained he was in fact rewarded two reward payments one for $15 and one for $25 which add up to $40 worth of CPRX at the time it is was credited to Mr. ********* wallet. 
  Wed 06/22/22 16:04 UTCBTTB5WMRewardPaymentConfirmed
  Wed 06/22/22 16:04 UTCNPYZY5YRewardPaymentConfirmed
  
  However, as the worth of an asset will fluctuate with the market and is not a fixed rate. The rate was $40 worth when it was credited to the wallet but the worth dropped later as the price of assets fluctuated. 
  
  This case is considered closed. 

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 19049408
  
  I am rejecting this response because:

  Again at no time was I allowed to cashout the "crapx" crypto into US dollars or anything else for that matter. If it can't be redeemed for cash EVER then it has no value. Stating a useless item is worth $40 and it being worth anything are two different things. If I owe you $40 and then hand you one of my turds and say "ok, well I say this t*** is worth $40, we're all square now I've paid you what I owed", should you be satisfied? Utterly ridiculous. Give me the $40 I was promised scammer company!
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:06/10/2022

  Type:Billing 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.

  On ********* I transferred a small amount Of **** a*************** to ABRA. The transaction was nearly instant, as I have the transaction hash showing the transfer from my private wallet to ABRA. The transaction showed on my dashboard as pending for over 24 hours then just disappeared. I contacted abra over 20 times since the 29th and they still refuse to credit me my deposit. Since this event I have looked on numerous review sites as well as the *** site and this seems to be becoming standard operating procedure for this company. I am writing this in hopes the *** can help me get access to my deposited funds so that I can transfer them out of ABRA. If anyone else is reading this DO NOT SEND ABRA ANY MONEY!!! Here is a link showing the actual transaction showing ABRA has had my deposit since ********* *****************************************************************************************************

• Initial Complaint

  Date:05/08/2022

  Type:Customer Service 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.

  Hi, I have a wallet with Abra. However, I wasn't able to log in into my wallet from the abra app. The app has some issue and simply says 'unable to process request'. I have contacted the customer service but didn't get an answer from them (ticket number #XXXXXX). I need help with unlocking my account since there is still money in my account.

  Business Response

  Date: 08/27/2024

  ********** wallet was blocked for compliance purposes. Our Compliance team reviewed ********** ticket and denied the request to unblock the wallet. 
  
  The wallet will remain blocked at this time for compliance reasons, this case is considered closed.