Complaints

This profile includes complaints for Moonpay's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Moonpay

  1111 Brickell Ave 10th Fl Miami, FL 33131-3112

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  Moonpay

  801 Brickell Ave Fl 8 Miami, FL 33131-2951

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:05/02/2025

  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 logged into my bank account this afternoon and found 7 pending transactions totaling over $2000 and 3 declined transaction totaling $950 on my credit card statement. I immediately called my bank and cancelled my credit card; still undecided if the charges will be denied. i researched moonpay by phantom and found on their website charges to credit cards were irreversible. I called their customer service number and the recording said my phone number was not found in their system and the call was hung up on. I have never had anything to do with moon pay nor authorized any charges there.

  Business Response

  Date: 05/02/2025

  Hi ******,
  
  MoonPay USA LLC (MoonPay USA) is in receipt of your complaint submitted through the Better Business Bureau on May 2, 2025. We understand from your complaint that you may have been the victim of a unauthorized activity in which your bank account was charged by "MoonPay." MoonPay USA has no involvement or relationship with the transactions or events that transpired regarding the illicit scam operation that has given rise to your complaint.
  
  MoonPay USA completely empathizes with your difficult situation and wants to support your efforts. If you believe you may have been the victim of a scam, we highly suggest taking the actions below immediately:
  
  Report to the police: Share all information you have about the possible scam, including, not limited to, the site or forum where you were contacted, and any contact information or descriptions about the person to whom you sent the cryptocurrency assets to and the wallet address(es) to which you sent the cryptocurrency assets to.
  
  Report to your bank: Inform your bank that your card information or bank account was compromised. If you have shared any financial information with the scammer, you should act quickly to block your bank account(s) in order to prevent them from taking further funds.
  
  As you may be aware, cryptocurrency transactions are irreversible by nature, so it is not possible for us to cancel or refund the completed transaction(s). MoonPay, also has no knowledge or connection to the third party actor. Finally, we recommend you contact your banking institution and your local law enforcement authorities so all parties could take proper actions.
  
  We are unfortunately unable to refund completed transaction but you can send/sell your cryptocurrency at any time as instructed here/more information here: ****************************************************************************************************************************************************;
  
  In order for MoonPay to block your card and the account, please reach out to our support team at ******************************** with the following information:
  
  -First 6 digits and last 4 digits of the card that was used.
  -Amount and date of the charge(s)
  -Screenshot of your bank statement displaying the unrecognized charge.
  
  If you have any other questions or concerns, please let us know.
  
  Best Regards,
  MoonPay USA, LLC

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23276645
  
  I am rejecting this response because: I do not have, never have nor given permission for any sort for my credit card to be used for any account and/or purchase of cryptocurrency.  Someone used my credit card information fraudulently.   I need someone to provide to me how my credit card information was used to make the purchases. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 05/02/2025

  Hi ******, 
  
  MoonPay USA LLC (MoonPay USA) is in receipt of your complaint submitted through the Better Business Bureau on May 2, 2025. We're sorry to hear that you reject our response. We understand from your complaint that you may have been the victim of a unauthorized activity in which your bank account was charged by "MoonPay." MoonPay USA has no involvement or relationship with the transactions or events that transpired regarding the illicit scam operation that has given rise to your complaint.
  
  After further review of your account, it seems that your payment method was compromised. Please note that when you reach out to our Support Team, MoonPay will request some details in order to block your payment method within our system and any account that could've used it. The details that our team requested you were:
  
  -First 6 digits and last 4 digits of the card that was used
  -Amount and date of the charge(s)
  -4-digit payment descriptor (e.g. MoonPay 1234)
  -Screenshot of your bank statement displaying the unrecognized charge
  
  These are details that are safe to be shared, and which a new transaction can not be triggered, MoonPay does not require you to provide a photo or all digits from your card nor CVC.
  
  Please note that if your card was compromised, any possible fraudster who has previously used it could try to trigger a new transaction with a merchant, which is why it's important to cancel and report this to your bank. Unfortunately, we cannot refund a completed transaction. If you have not yet done this, please reach out to your bank and cancel the payment method that has been compromised, so that they can properly follow to this report.
  
  As you may be aware, cryptocurrency transactions are irreversible by nature, so it is not possible for us to cancel or refund them. As we previously communicated, MoonPay doesn't hold onto your money. We're simply an intermediary, helping people buy or sell cryptocurrency safely using our payment rails. MoonPay USA does not keep any of our customers' funds as we only serve as a payment infrastructure for crypto working with wallets, exchanges, and websites to enable **** on-ramp and off-ramp. Once a purchase goes through, the payment is converted to crypto and delivered to the destination wallet address provided. MoonPay USA does not have the means to get back the already delivered crypto nor have any control over issues related to the recipient's wallet to extract those delivered cryptocurrencies. Therefore, MoonPay USA has fulfilled its duty to you and it appears your issue is with your bank, not with MoonPay USA.
  
  When a buy order is placed, we convert the money into cryptocurrency and send it to a wallet address of your choice. Unfortunately, we can't reverse or refund these transactions once it has been sent. We have reviewed your account and understand your frustration at having been the victim of a scam in which you sent certain cryptocurrency assets to a third party actor that has no relationship with MoonPay. MoonPay however has no control over the wallet address that receives the crypto assets you purchased. If you believe that your card was compromised, we suggest that you report this to your bank, so that all parties can take proper action.
  
  If you have any other questions or concerns, please let us know.
  
  Best Regards,
  MoonPay USA, LLC

  Customer Answer

  Date: 05/03/2025

  Complaint: 23276645

  I am rejecting this response because:

  This response from Moonpay continually states "you sent certain cryptocurrency assets to a third party actor".  At NO time have I ever sent cryptocurrency of any kind to anyone.  

  At NO time have I have ever had any sort of cryptocurrency account with anyone, anywhere.

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

• Initial Complaint

  Date:04/24/2025

  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.

  On the date of 04/23/2025 I had an unsolicited withdrawal from my bank account at the amount of $1000 dollars to moonbase. It is nowhere to be found in my transaction history on ********. I had already withdrew my money from ******** to my bank prior to get it out of my moonbase account. Afterwards I lost $1000 dollars. I need my money back. They paid me my 700 on the 22nd and then the next day took $1000 which I never requested and its not in either account. I need it in my bank account.

  Business Response

  Date: 04/25/2025

  Hi ******,
  
  MoonPay USA LLC (MoonPay USA) is in receipt of your complaint submitted through the Better Business Bureau on April 25, 2025. MoonPay USA has no involvement or relationship with the transactions or events that transpired regarding the illicit scam operation that has given rise to your complaint. If you believe you may have been the victim of a scam, we highly suggest taking the actions below immediately:
  
  Report to the police: Share all information you have about the possible scam, including, not limited to, the site or forum where you were contacted, and any contact information or descriptions about the person to whom you sent the cryptocurrency assets to and the wallet address(es) to which you sent the cryptocurrency assets to.
  
  Report to your bank: Inform your bank that your card information or bank account was compromised. If you have shared any financial information with the scammer, you should act quickly to block your bank account(s) in order to prevent them from taking further funds.
  
  Please note that if your card was compromised, any possible fraudster who has previously used it could try to trigger a new transaction with a merchant, which is why it's important to cancel and report this to your bank. Unfortunately, we cannot refund a completed transaction. If you have not yet done this, please reach out to your bank and cancel the payment method that has been compromised, so that they can properly follow to this report.
  
  As you may be aware, cryptocurrency transactions are irreversible by nature, so it is not possible for us to cancel or refund them. As we previously communicated, MoonPay doesn't hold onto your money. We're simply an intermediary, helping people buy or sell cryptocurrency safely using our payment rails. MoonPay USA does not keep any of our customers' funds as we only serve as a payment infrastructure for crypto working with wallets, exchanges, and websites to enable **** on-ramp and off-ramp. Once a purchase goes through, the payment is converted to crypto and delivered to the destination wallet address provided. MoonPay USA does not have the means to get back the already delivered crypto nor have any control over issues related to the recipient's wallet to extract those delivered cryptocurrencies. Therefore, MoonPay USA has fulfilled its duty to you and it appears your issue is with your bank, not with MoonPay USA.
  
  When a buy order is placed, we convert the money into cryptocurrency and send it to a wallet address of your choice. Unfortunately, we can't reverse or refund these transactions once it has been sent. We have reviewed your account and understand your frustration at having been the victim of a scam in which you sent certain cryptocurrency assets to a third party actor that has no relationship with MoonPay. MoonPay however has no control over the wallet address that receives the crypto assets you purchased. If you believe that your card was compromised, we suggest that you report this to your bank, so that all parties can take proper action.
  
  If you have any other questions or concerns, please let us know.
  
  Best Regards,
  MoonPay USA, LLC

• Initial Complaint

  Date:04/10/2025

  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 have been using MoonPay for my crypto transactions for the past 7 months and everything has been okay, I recently changed a phone number and reached out to MoonPay to update my number on file which they made me upload my phone bill documents and they allowed me to add my new phone number but they immediately blocked my account after I added the new phone number, then I reached out to MoonPay support and my account was restored back and they apologized for it, after a few days time my account got disabled and I was told I went against their terms and conditions which they didnt provide me any proof of what I actually did that made them disabled my account. I have been using the service for 7 months which I havent went against their policies but if changing my phone number is against their rules then this is very wrong. I am making this complaint today for my account to be restored back so i can access the money I have left on MoonPay and can continue to use the service.

  Business Response

  Date: 04/10/2025

  Hi *********,
  
  MoonPay USA LLC (MoonPay USA) is in receipt of your complaint submitted through the Better Business Bureau on April 10, 2025. We understand from your complaint that you had an issue with  your account. We regret to inform you that your account has been disabled due to a deviation from the Terms and Conditions. This decision is final and we won't be able to provide any further assistance on this matter.
  
  Our actions represent our commitment to abide by all federal and state laws and regulations, as well as adherence to our own policies and procedures. In providing the foregoing response, MoonPay USA waives no objection, right, or defense, all of which are expressly reserved. The foregoing information was gathered by MoonPay USA based upon a reasonable review of its records and the information presently in its possession or otherwise reasonably available to it. MoonPay USA reserves the right to amend the foregoing response should it obtain new information or documents which affect the substance thereof.
  
  If you have any other questions or concerns, please let us know.
  
  Best Regards,
  
  MoonPay USA, LLC

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23185818
  
  I am rejecting this response because: I wish to know why my account is disabled and what Terms of Service did I violate? Even if I did something that I am not aware of, I should have been warned not to do it again else it will trigger my account to be disabled but I didnt get any warning but rather direct disabled response on my account. What so ever it is, I am willing to make things right and appeal for my account to be restored back, I want to continue to use the MoonPay platform and I hope I can be given a second chance and be made aware of the terms I violated so it wont happen again.
  
  Sincerely,
  
  ********* ******

  Business Response

  Date: 04/11/2025

  Hi *********,
  
  MoonPay USA LLC (MoonPay USA) is in receipt of your complaint submitted through the Better Business Bureau on April 10, 2025. We're sorry to hear that you reject our response. After a diligent review of our records, your account was restricted by our system due to internal risk controls and safety measures. Unfortunately, we cannot provide you any additional information at this time. We apologize for the inconvenience. 
  
  We completely understand how stressful and frustrating this situation must be for you. If you need more information, please feel free to refer to our Terms of Use.
  
  Our actions represent our commitment to abide by all federal and state laws and regulations, as well as adherence to our own policies and procedures. In providing the foregoing response, MoonPay USA waives no objection, right, or defense, all of which are expressly reserved. The foregoing information was gathered by MoonPay USA based upon a reasonable review of its records and the information presently in its possession or otherwise reasonably available to it. MoonPay USA reserves the right to amend the foregoing response should it obtain new information or documents which affect the substance thereof.
  
  If you have any other questions or concerns, please let us know.
  
  Best Regards,
  MoonPay USA, LLC

• Initial Complaint

  Date:04/01/2025

  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.

  March 9, 2025, my debit card was charged with three consecutive transactions, at the time of the transactions I was not using my phone or debit card, I was attending a service at church. I was alerted by bank of fraud and I answerd yes it was. my debit card was then closed. and the tranactions still went through a few days after. I have attempted to find out what these transactions were for with no responce the Company was MoonPay what ever company is based in *********** the #s used were # ****, ref # ************- 5285 ref # ************, 4562 ref # ************

  Business Response

  Date: 04/02/2025

  Hi *****,
  
  MoonPay USA LLC (MoonPay USA) is in receipt of your complaint submitted through the Better Business Bureau on April 2, 2025. We understand from your complaint that you may have been the victim of a unauthorized activity in which your bank account was charged by "MoonPay." MoonPay USA has no involvement or relationship with the transactions or events that transpired regarding the illicit scam operation that has given rise to your complaint. Unfortunately, based on the information you provided, we are unable to locate the transaction or your account in our system.
  
  MoonPay USA completely empathizes with your difficult situation and wants to support your efforts. If you believe you may have been the victim of a scam, we highly suggest taking the actions below immediately:
  
  Report to the police: Share all information you have about the possible scam, including, not limited to, the site or forum where you were contacted, and any contact information or descriptions about the person to whom you sent the cryptocurrency assets to and the wallet address(es) to which you sent the cryptocurrency assets to.
  
  Report to your bank: Inform your bank that your card information or bank account was compromised. If you have shared any financial information with the scammer, you should act quickly to block your bank account(s) in order to prevent them from taking further funds.
  
  As you may be aware, cryptocurrency transactions are irreversible by nature, so it is not possible for us to cancel or refund the completed transaction(s). MoonPay, also has no knowledge or connection to the third party actor. Finally, we recommend you contact your banking institution and your local law enforcement authorities so all parties could take proper actions.
  
  We are unfortunately unable to refund completed transaction but you can send/sell your cryptocurrency at any time as instructed here/more information here: ****************************************************************************************************************************************************;
  
  In order for MoonPay to block your card and the account, please reach out to our support team at ******************************** with the following information:
  
  -First 6 digits and last 4 digits of the card that was used.
  -Amount and date of the charge(s)
  -Screenshot of your bank statement displaying the unrecognized charge.
  
  If you have any other questions or concerns, please let us know.
  
  Best Regards,
  MoonPay USA, LLC

• Initial Complaint

  Date:03/21/2025

  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 downloaded an app of Moonpay to do crypto currency. I got a fraud alert on my phone from by bank so i panicked and called my bank to stop the transaction. It didn't work. It was paid out. I had already deleted the app and changed my password on my phone and a few other things. I called the bank and put in a claim of fraud on the company. the company was able to state their claim that they were real company. I found out that the bank reversed the money and resent it them for the amount. cool I reopened the app and tried to find my money so I can reverse it back to my bank account. Well, my money was not in my crypto wallet. The only way to communicate with this company is through live chat which is all automated. they say my account is closed due to my actions. I ask where my funds and the auto response are says sorry your account is closed. The phone number to corporate and support line are all automated as well. You can't get anywhere with this company.

  Business Response

  Date: 03/28/2025

  Hi *******,
  
  MoonPay USA LLC (MoonPay USA) is in receipt of your complaint submitted through the Better Business Bureau on March 27, 2025. We understand from your complaint that you may have experienced issues with a transaction with MoonPay. Unfortunately, cryptocurrency transactions are irreversible, therefore we cannot refund the transactions.
  
  Its important to note that your order was processed through one of our partners, ********. MoonPay handled the transaction, converting the USD into the cryptocurrency you selected, USDC. However, we do not hold any crypto for you directly. For assistance in locating the cryptocurrency you purchased back in January, we recommend reaching out to Moonshot directly.
  
  As you may be aware, cryptocurrency transactions are irreversible by nature, so it is not possible for us to cancel or refund them. As we previously communicated, MoonPay doesn't hold onto your money. We're simply an intermediary, helping people buy or sell cryptocurrency safely using our payment rails. MoonPay USA does not keep any of our customers' funds as we only serve as a payment infrastructure for crypto working with wallets, exchanges, and websites to enable **** on-ramp and off-ramp. Once a purchase goes through, the payment is converted to crypto and delivered to the destination wallet address provided. MoonPay USA does not have the means to get back the already delivered crypto nor have any control over issues related to the recipient's wallet to extract those delivered cryptocurrencies. Therefore, MoonPay USA has fulfilled its duty to you and it appears your issue is with your bank, not with MoonPay USA.
  
  Lastly, we are sorry to inform you that, due to a deviation from our Terms of Use, your account has been disabled. For more information regarding our Terms of Use, please refer to the following link: ***********************************************************
  
  Our actions represent our commitment to abide by all federal and state laws and regulations, as well as adherence to our own policies and procedures. In providing the foregoing response, MoonPay USA waives no objection, right, or defense, all of which are expressly reserved. The foregoing information was gathered by MoonPay USA based upon a reasonable review of its records and the information presently in its possession or otherwise reasonably available to it. MoonPay USA reserves the right to amend the foregoing response should it obtain new information or documents which affect the substance thereof.
  
  If you have any other questions or concerns, please let us know.
  
  Best Regards,
  MoonPay USA, LLC

• Initial Complaint

  Date:03/11/2025

  Type:Sales and Advertising 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.

  They are deceiving give you one price but by the end of the transaction the amount is different. dark patterns incredibly deceptive.

  Business Response

  Date: 03/17/2025

  Hi ****,
  
  MoonPay USA LLC (MoonPay USA) is in receipt of your complaint submitted through the Better Business Bureau on March 11, 2025. We understand from your complaint that you have a concern about fees, and we want to assure you that transparency is a top priority for MoonPay. Before confirming an order, all applicable fees, including the dynamic network fee, are displayed upfront. These fees are determined by the current blockchain network conditions and may change accordingly.
  
  For a detailed breakdown of MoonPay fees, please refer to the following link: *********************************************************************************************************************************.
  
  If you have any other questions or concerns, please let us know.
  
  Best Regards,
  MoonPay USA, LLC

• Initial Complaint

  Date:03/10/2025

  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.

  My account with ********************** was terminated for reasons unknown. They say I went against something in the terms and conditions, but there is absolutely no way that is possible. My transactions are always on point and there is no reason to think I would have done anything wrong. The truly frustrating part is the won't tell me what I did wrong (because they don't have a reason is my guess). I would like my account reinstated or a good explication of why they terminated it.

  Business Response

  Date: 03/19/2025

  Hi ******,
  
  MoonPay USA LLC (MoonPay USA) is in receipt of your complaint submitted through the Better Business Bureau on March 11, 2025. We understand from your complaint that you had an issue with  your account. We regret to inform you that your account has been disabled due to a deviation from the Terms and Conditions. This decision is final and we won't be able to provide any further assistance on this matter.
  
  Our actions represent our commitment to abide by all federal and state laws and regulations, as well as adherence to our own policies and procedures. In providing the foregoing response, MoonPay USA waives no objection, right, or defense, all of which are expressly reserved. The foregoing information was gathered by MoonPay USA based upon a reasonable review of its records and the information presently in its possession or otherwise reasonably available to it. MoonPay USA reserves the right to amend the foregoing response should it obtain new information or documents which affect the substance thereof.
  
  If you have any other questions or concerns, please let us know.
  
  Best Regards,
  
  MoonPay USA, LLC

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23046449
  
  I am rejecting this response because:

  
  While I understand that they reserve the right to close my account, I need to know the specific reason for this decision. What policy or guideline did I allegedly violate? I have reviewed their terms and conditions, and I genuinely cannot identify anything I may have done wrong.
  
  
  At this point, my concern is not about reinstating my account but rather understanding what led to its termination. I have read multiple reports of Moonpay shutting down accounts without clear justification, which is both frustrating and concerning. If I unknowingly violated a policy, I would like to know so that I can avoid making the same mistake with another company. However, I firmly believe that my account should not have been terminated in the first place.
  
  
  I would appreciate your help in obtaining a concrete explanation from Moonpay. I dont think its unreasonable to request transparency regarding their decision.

   

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

  Business Response

  Date: 03/21/2025

  Hi ******,
  
  MoonPay USA LLC (MoonPay USA) is in receipt of your complaint submitted through the Better Business Bureau on March 11, 2025. We're sorry to hear that you reject our response. After a diligent review of our records, your account was restricted by our system due to internal risk controls and safety measures. Unfortunately, we cannot provide you any additional information at this time. We apologize for the inconvenience. 
  
  We completely understand how stressful and frustrating this situation must be for you. If you need more information, please feel free to refer to our Terms of Use.
  
  Our actions represent our commitment to abide by all federal and state laws and regulations, as well as adherence to our own policies and procedures. In providing the foregoing response, MoonPay USA waives no objection, right, or defense, all of which are expressly reserved. The foregoing information was gathered by MoonPay USA based upon a reasonable review of its records and the information presently in its possession or otherwise reasonably available to it. MoonPay USA reserves the right to amend the foregoing response should it obtain new information or documents which affect the substance thereof.
  
  If you have any other questions or concerns, please let us know.
  
  Best Regards,
  MoonPay USA, LLC

• Initial Complaint

  Date:03/03/2025

  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.

  Moonpay has frauded my account for thousands of dollars and I cannot get it back

  Business Response

  Date: 03/06/2025

  Hi ********,
  
  MoonPay USA LLC (MoonPay USA) is in receipt of your complaint submitted through the Better Business Bureau on March 3, 2025. MoonPay USA has no involvement or relationship with the transactions or events that transpired regarding the illicit scam operation that has given rise to your complaint. If you believe you may have been the victim of a scam, we highly suggest taking the actions below immediately:
  
  Report to the police: Share all information you have about the possible scam, including, not limited to, the site or forum where you were contacted, and any contact information or descriptions about the person to whom you sent the cryptocurrency assets to and the wallet address(es) to which you sent the cryptocurrency assets to.
  
  Report to your bank: Inform your bank that your card information or bank account was compromised. If you have shared any financial information with the scammer, you should act quickly to block your bank account(s) in order to prevent them from taking further funds.
  
  Please note that if your card was compromised, any possible fraudster who has previously used it could try to trigger a new transaction with a merchant, which is why it's important to cancel and report this to your bank. Unfortunately, we cannot refund a completed transaction. If you have not yet done this, please reach out to your bank and cancel the payment method that has been compromised, so that they can properly follow to this report.
  
  As you may be aware, cryptocurrency transactions are irreversible by nature, so it is not possible for us to cancel or refund them. As we previously communicated, MoonPay doesn't hold onto your money. We're simply an intermediary, helping people buy or sell cryptocurrency safely using our payment rails. MoonPay USA does not keep any of our customers' funds as we only serve as a payment infrastructure for crypto working with wallets, exchanges, and websites to enable **** on-ramp and off-ramp. Once a purchase goes through, the payment is converted to crypto and delivered to the destination wallet address provided. MoonPay USA does not have the means to get back the already delivered crypto nor have any control over issues related to the recipient's wallet to extract those delivered cryptocurrencies. Therefore, MoonPay USA has fulfilled its duty to you and it appears your issue is with your bank, not with MoonPay USA.
  
  When a buy order is placed, we convert the money into cryptocurrency and send it to a wallet address of your choice. Unfortunately, we can't reverse or refund these transactions once it has been sent. We have reviewed your account and understand your frustration at having been the victim of a scam in which you sent certain cryptocurrency assets to a third party actor that has no relationship with MoonPay. MoonPay however has no control over the wallet address that receives the crypto assets you purchased. If you believe that your card was compromised, we suggest that you report this to your bank, so that all parties can take proper action.
  
  If you have any other questions or concerns, please let us know.
  
  Best Regards,
  MoonPay USA, LLC

  Customer Answer

  Date: 03/17/2025

   
  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:02/28/2025

  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.

  ******** has closed and locked my account and funds. I did nothing but try to withdraw my funds, they are saying i violated terms and condition but i did nothing and read through them. It seems like they are trying to scam me..I put 500 dollars in.. and now I cannot withdraw anything. They wont give me a solution.

  Business Response

  Date: 03/03/2025

  Hi *******,
  
  MoonPay USA LLC (MoonPay USA) is in receipt of your complaint submitted through the Better Business Bureau on February 28, 2025. We understand from your complaint that you had an issue with your account. We regret to inform you that your account has been disabled due to a deviation from the Terms and Conditions. This decision is final and we won't be able to provide any further assistance on this matter.
  
  MoonPay USA does not keep any of our customers' funds as we only serve as a payment infrastructure for crypto working with wallets, exchanges, and websites to enable **** on-ramp and off-ramp. Once a purchase goes through, the payment is converted to crypto and delivered to the destination wallet address provided. MoonPay USA does not have the means to get back the already delivered crypto nor have any control over issues related to the recipient's wallet to extract those delivered cryptocurrencies. Therefore, MoonPay USA has fulfilled its duty to you and it appears your issue is with your bank, not with MoonPay USA.
  
  Our actions represent our commitment to abide by all federal and state laws and regulations, as well as adherence to our own policies and procedures. In providing the foregoing response, MoonPay USA waives no objection, right, or defense, all of which are expressly reserved. The foregoing information was gathered by MoonPay USA based upon a reasonable review of its records and the information presently in its possession or otherwise reasonably available to it. MoonPay USA reserves the right to amend the foregoing response should it obtain new information or documents which affect the substance thereof.
  
  If you have any other questions or concerns, please let us know.
  
  Best Regards,
  MoonPay USA, LLC

• Initial Complaint

  Date:02/26/2025

  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 contacted moonpay because someone was using my card on their platform, as I was trying to connect over their chat transactions were still being made or trying to be made it took about 30 minutes I tried calling them and it rang once and would hang up. So no help there this happened I believe February 1st after all was said and done I lost 200 dollars would have been 460 but those transactions were were stopped by my bank. I explained to moonpay that. I can't be the one making the transactions because they banned my account (still do not know why I got an email stating I shouldn't ask customer service because they wouldn't know and thats where that was left with them) they couldn't tell me where my money was being deposited into because of security reason fine whatever and I didn't hear from them again until 6 days ago they sent me an email telling me again they can't tell me where my money went even tho they know and that I wouldn't be issued any refund for the stolen money, they waited an entire month to tell me that oh and that the card was taken off the platform and the account was banned. But that's it after someone tell you their is theft happening on your platform their solution was to only ban this account, Even tho they know who it is, just ban the account it's not like the person can't make another account and do the same thing to someone else or anything. I'm wondering now for who's safety and security they're protecting because it certainly was not mine.

  Business Response

  Date: 02/27/2025

  Hi *******,
  
  MoonPay USA LLC (MoonPay USA) is in receipt of your complaint submitted through the Better Business Bureau on February 26, 2025. MoonPay USA has no involvement or relationship with the transactions or events that transpired regarding the illicit scam operation that has given rise to your complaint. If you believe you may have been the victim of a scam, we highly suggest taking the actions below immediately:
  
  Report to the police: Share all information you have about the possible scam, including, not limited to, the site or forum where you were contacted, and any contact information or descriptions about the person to whom you sent the cryptocurrency assets to and the wallet address(es) to which you sent the cryptocurrency assets to.
  
  Report to your bank: Inform your bank that your card information or bank account was compromised. If you have shared any financial information with the scammer, you should act quickly to block your bank account(s) in order to prevent them from taking further funds.
  
  Please note that if your card was compromised, any possible fraudster who has previously used it could try to trigger a new transaction with a merchant, which is why it's important to cancel and report this to your bank. Unfortunately, we cannot refund a completed transaction. If you have not yet done this, please reach out to your bank and cancel the payment method that has been compromised, so that they can properly follow to this report.
  
  As you may be aware, cryptocurrency transactions are irreversible by nature, so it is not possible for us to cancel or refund them. As we previously communicated, MoonPay doesn't hold onto your money. We're simply an intermediary, helping people buy or sell cryptocurrency safely using our payment rails. MoonPay USA does not keep any of our customers' funds as we only serve as a payment infrastructure for crypto working with wallets, exchanges, and websites to enable **** on-ramp and off-ramp. Once a purchase goes through, the payment is converted to crypto and delivered to the destination wallet address provided. MoonPay USA does not have the means to get back the already delivered crypto nor have any control over issues related to the recipient's wallet to extract those delivered cryptocurrencies. Therefore, MoonPay USA has fulfilled its duty to you and it appears your issue is with your bank, not with MoonPay USA.
  
  When a buy order is placed, we convert the money into cryptocurrency and send it to a wallet address of your choice. Unfortunately, we can't reverse or refund these transactions once it has been sent. We have reviewed your account and understand your frustration at having been the victim of a scam in which you sent certain cryptocurrency assets to a third party actor that has no relationship with MoonPay. MoonPay however has no control over the wallet address that receives the crypto assets you purchased. If you believe that your card was compromised, we suggest that you report this to your bank, so that all parties can take proper action.
  
  If you have any other questions or concerns, please let us know.
  
  Best Regards,
  MoonPay USA, LLC