Customer ReviewsforAbra

The staff has no customer service experience. They treat the users like idiots and instead of helping they start attaching restrictions to your profile for no reason. Financial assistance much? They try to control and their policies are absurd. Once you submitted a ticket, they respond in 48 hrs or more. I was referred to this company by a user but I see no motivation in staying here. They try to keep your money by putting restrictions that limit your trade/transactions. I gave them a month to resolve my issue and nothing was done.

Hello Jessica,
We'd be happy to look into the current issues you have listed within this review. However, the name and email you have provided do not link to an active wallet or existing ticket. Please reach out and mention this review, our team will be sure to escalate your ticket and address your concerns.

You can't fix it by looking up my wallet. You clearly stated that you have policies, and these policies are only to benefit you and not the customers. You **** NOT penalize me for reporting you, So, this is the information I have provided, it is not registered with a wallet and that's the reason.

"Our Services may evolve over time. This means we may make changes, replace, or discontinue (temporarily or permanently) our Services at any time for any reason with or without notice." For more details regarding the terms of service: https://www.abra.com/terms-of-service/
You mentioned that you take security seriously, the staff is a joke and even with authenticated users you hassle us. We are the clients, not you.

They have no account recovery process. I lost my 13 word pass ****** and they have no other way to recover my account and give me access to my money.

Hello Megan,
We know and understand that losing your recovery phrase can be a very frustrating experience. Our team is working on making additional recovery options available to users (when available). We've had a member of our team reach out to you directly (Ticket #544962), in order to further. Please respond at your earliest convenience. -Abra Support

Set up an account on a Thursday. Per the app, all ID paperwork was vetted and approved. I added an ACH transfer slated to be completed on Friday. On Friday, the ACH never took place and the company provided no communication about why. By Monday, the app still worked but showed the ACH was 'canceled' which was not any action I took. I opened tickets per the support FAQ and when no response was received, emailed Abra support and sent a Twitter DM. Tuesday no response was seen for the tickets, the emails or the DMs so I repeated the process. I also checked and verified everything in the app shows my account is in good standing except the area for the "cancelled" ACH. By Wednesday, they still have no responded to a single request for information why my account is effectively frozen. I sent emails to two people in management at the company and have yet to receive any replies to the tickets, Twitter DMs (which have never even been read), emails to support or emails to mid-management. Their site clearly stated I can expect a reply within 24 hours but as they knew there were issues on Friday and it is now Wednesday, clearly they are choosing to ignore customer issues. Not I am not even getting emails stating the tickets I requested are even opened. The company appears to have deliberately configured the ticketing system to either delete tickets on creation or fail to even send an email notice indicating a ticket (and ticket number) was created as others who have filed BBB complaints seem to have gotten before Nov 26, 2021. Also, none of the 'third party' entities I supplied information to has contacted me about any known issue and Plaid (with whom I deal with extensively) indicates my accounts and information are quite valid to them. I created the account as part of a promotion which requires the Abra account be funded and I suspect the denial of any ability to fund my account is an attempt to not honor the promotion. My expectation is for Abra to honor both the implied SLA and written agreement to work tickets in a timely (read: 24 hour window) manner, fix the account issues and, once I can fund the account, honor the promotion I signed up for.

We appreciate you taking the time to leave this review and are truly sorry to hear about this experience. A member of our team responded to your ticket #XXXXXX earlier today via email. If you have any additional questions, please be sure to come back to your ticket #XXXXXX. -Best, Abra Support

The email communication failed to address the fact that the account is essentially unusable without the ACH transfer, or that they failed to communicate in the promised 24 hour window that they're ticketing system and support website state, and nothing was stated about what is now the impossibility of using the account to satisfy the promotion with which it was opened. An email response was sent back to the company and they have failed yet again to respond. At this point they need to either state that they are going to honor an acceptable level use of the account and the promotions which they advertised and through which I opened the account, or refuse which **** show they repeatedly acted in bad faith. They clearly have acted in bad faith insofar stating I would have these issues addressed in 24 hours - yet took 10 DAYS - which would have possibly made the conditions for the promotion actionable but they failed to and now they are choosing to either refuse to answer that particular question and address that particular issue **** provide any information to the customer who is inconvenienced injuriously by their actions.

If they are going to refuse to honor any of what they have advertised to do - promotions, support SLAs or otherwise - I simply want my information removed from their systems because as far as I'm concerned this company is not acting in good faith and I suspect probably is doing nothing to protect my information which, during sign up, it was indicated would be protected in a reasonable manner. However their refusals to do anything mean I feel I cannot trust this company to do anything they state in writing.

It should be noted they refused to state why the account is frozen or to do anything about it. There is a reasonable expectation that I should be told what particular issue they had with a completely valid information that was provided to them by me. This same information is completely valid for over two dozen banks with whom I regularly do business as well as multiple government agencies that are involved in my employment yet for some reason this company has some issue they pulled from nowhere to justify why they refused to. As far as I'm concerned this is simply just a additional fictitious rationalization to justify their bad faith behavior and repeated breaches of promise.

Horrible they are crooks. I deposit 2900.00 in Bitcoin into Bitcoin cash by accident was told my money can't be refund. Don't use this app

Hello Robert,
We apologize for the frustration this has caused.
If these funds could be recovered by our team, we would be happy to do so. However, sending BTC to a BCH address requires a cross-chain recovery. In order to recover these funds, our trusted custodian charges a fee to do so and the fee is 0.1 BTC.
As the amount sent is far less than that it would not make sense for you to pay this fee in order to recover these funds. If you have any questions please reach out to Abra Support for further assistance. -Best, Abra Support

Lack of customer service suggests this app is a scam.

My account was blocked at the end of August. I raised a support ticket (#XXXXXX) and ABRA responded requesting further documentation on proof of funds. I submitted the requested documents on the 29th September and have heard nothing since.

I have emailed numerous times and haven't received a single response. In the meantime my funds are locked in this account and I can't access them.

Hello Ben,
We thank you for your patience as our team reviews the documents you have submitted. A member of our compliance team **** be in touch with you shortly. If you have any further questions please reach out via your ticket: #XXXXXX. Best, Abra Support.

ABRA are quick to respond to BBB when there is a public complaint yet I still haven't had a direct response from ABRA 14 days since they responded to my BBB review. My account is still blocked and I have no access to my funds.