ComplaintsforBitPay, Inc.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I never requested a bit pay card and never received one. A Google developer has leveraged Pegasus attacks and hijacked my wifi also he has continuously stolen my cellular service. He has sent several ******* demands and has stalled and threatened me and my family. I have never received a phone call or any type of statement from Bit pay but obviously they have been allowing so.eone to utilize the account that holds my bitcoin. So, when does this end? When one person singularly runs the country bankrupt? That's very constructive, right? I have never accessed my bitcoin wallet or bit pay. When do these CRYPTOCURRENCY business/financial platforms actually check to ensure that you are the person opening the account and spending the money? After its all spent? I would like to be reimbursed the money that they have allowed to be used in my wallet as I'm the person who has worked for my money. Unlike others, I haven't stolen, threatened or abused anyone to get what I earned which at this point I've received not a cent. Ask *****************. He can instruct you just how to open financial business p platforms that violate trade laws such as theft of trade secrets, infringement of copyright rights etc. and he can advise you of how to leverage cyber attacks and hijacked wifi networks while cloning someone's device stealing their phone numbers and service and following all that nifty advice he can also stalk and threaten them and if need be he can hire someone to murder them for you. Oh, but he can't do it on his own, not originality. H*** probably steal your money to pay someone with after he spies on them and steals ideas. Originality and common sense well, were all safe on that one. And one last thing, since I have reported this conduct too many times to count, why has no one instructed the dumba$$ to give me back my files and credentials that he stole from my email accounts that he took over? Why has no one made him make a statement regarding his impersonation of me? Anything?

  Business response

  07/30/2024

  To Whom It May ****************************** have looked in our systems, and do not see that an account was ever opened by ********************.  
  
  As such, for privacy reasons, we cannot discuss the details of any BitPay Card accounts with her.  
  
  If there is additional information that she can provide to help us find an account, or if she could point us to a way she has used our other products and services we would be happy to help further.  
  
  At BitPay the success of our customers is very important to us, and we regret any challenges that ******************** had with this or any other BitPay interaction.  
  
  Sincerely,  
  ********************; 
  VP, Customer Success  
  **********************

• Initial Complaint

  04/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 2/24/24 I purchased a 250$ gift card for instacart using Bitcoin that I had in my bitcoin wallet within BitPay. I received email confirmation of the invoice for the gift card. However, when I entered the gift card code in Instacart it said the gift card was invalid. I email with BitPay customer service several times providing screenshots of proof that I did buy this gift card and showed the error code on Instacart. After multiple weeks of back and forth with providing identification of myself and my wallet they concluded that the wallet did not match to the gift card that was sent. This is absolutely unacceptable --- I have proof that I received the gift card which subsequently NEVER worked- I want a refund. It's simple; that's it. I feel like I'm a victim of fraud and that the 250$ went **** when I purchased it through bitpay.

  Business response

  04/18/2024

  To Whom it May *************************************** has been in contact with BitPays Customer Success Team on a number of occasions, and we believe we have provided him with the correct information on his issue, though unfortunately we are unable to resolve his issue as he is unable to satisfactorily show that he owned the wallet that purchased the gift card.  **** asked for additional information from him so we could make certain he was the owner of the wallet in question, but we have so far not received a response.  
  

  When a gift card is purchased from a BitPay wallet, we record the wallet ID that made the purchase, which is an ID that should only be known to the person with access to that wallet.  When there are concerns or disputes about a gift card we ask the person contacting us for the wallet ID, so we can ascertain that were talking to the person who actually purchased the gift card.  ************************ has so far been unable to prove he is the owner of the wallet.  
  

  If there is additional information that ************************ could provide us, we would be happy to look into this situation further.   
  

  At BitPay the success of our customers is very important to us, and we regret any challenges that ************************ has had.   
  

  Sincerely,  
  ********************; 
  VP, Customer Success  
  **********************  
  

  
  

• Initial Complaint

  03/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In January of 2023 I opened an account on the ********************** app, investing what is today $500-$600 worth of Bitcoin. I used the Bitcoin four times to purchase ******* gift cards that I redeemed at *******. I invested the Bitcoin with BitPay as an investment with the option to spend the Bitcoin for store purchases, as they advertised. Sometime in February of this year my account suddenly showed a 0 balance without any transactions occurring. I have tried repeatedly to get them to restore my account and they repeatedly tell me that I never had any Bitcoin on their app. They insist that I would have had to have a BitPay wallet that I have never had. I feel as though I am the victim of either fraud or the victim of an electronic malfunction at the BitPay company. Please help me resolve this if you can.

  Business response

  03/12/2024

  To Whom it May *************************************** has been in contact with BitPays Customer Success Team on a number of occasions, and we believe we have provided him with the correct information on his issue, though unfortunately we are unable to resolve his issue as we never had access to his funds.  However, weve asked for additional information from him so we could make certain what happened, but we have so far not received a response, so the details below are based on what we can tell thus far with the information we do have available.  

  At BitPay we offer non-custodial wallets; in this type of wallet, the recovery phrase/extended private keys are provided directly to the user and ********************** has no access to them.
  

  The wallets in the BitPay App are stored locally in the device, ********************** has no access to this data or the device itself.
  

  To send funds from a given wallet, it is necessary to have either access to the device where the wallet is or have the wallet recovery information in any valid format (12-word recovery phrase, Extended Private Key, Encrypted File, Encrypted Text).  ************ has not provided us the wallet ID weve requested so we can look into his balance, but if he has lost access to his wallet and does not have the key to access it, there is nothing that BitPay or anyone can do.  When he created his wallet, if he created it with the BitPay app we would have required that he write down and then confirm his 12-word seed phrase.  We instruct at that time that keeping the phrase in a safe place is critical; if he still has access to that, he can easily restore his wallet.  Based on the screenshot provided, it appears that he needs to reimport his wallet using the 12-word phrase.
  

  Per our terms:
  

  This Software functions as a free, open source, multi-signature digital wallet. The Software does not constitute an account where We or other third parties serve as financial intermediaries or custodians of Your cryptocurrency. BitPay has no access to, visibility into, or control over any cryptocurrency stored in Your wallet or transactions made with Your wallet, Your private keys, passphrases or any wallet backup files. Your wallet is stored locally on Your device(s), and not on any BitPay server or network. (****************************************************)
  

  If there is additional information that ************ could provide **, we can look into this situation further, though at no point did BitPay have access to any of his funds. ************ could attempt to restore his wallet using the 12-word phrase, either in the BitPay app or one of the competing applications to see if that restores his funds.
  

  At BitPay the success of our customers is very important to us, and we regret any challenges that ************ had with his BitPay wallet.  
  

  Sincerely,
  *******************
  VP, Customer Success
  **********************
  

  
  

  Customer response

  03/15/2024

   
  Complaint: 21386378
  
  I am rejecting this response because:
  I never had a wallet with BitPay. My Bitcoin assets were on the BitPay app. I used them four times from the app. The remaining $500-$600 worth of Bitcoin suddenly disappeared and went to zero. 
  Sincerely,
  
  *******************

  Business response

  03/22/2024

  To Whom It May ******************************* screenshot that ************ included in his most recent correspondence proves that the situation I suspected is the case; he needs to re-import his wallet to be able to see his funds.  

  ************ claims that he does not have a wallet, but it is impossible in our app to have funds in the app without those being in an underlying wallet. When he created that wallet in our app, we would have forced him to back-up his seed phrase, which are 12 random words that prove ownership of his wallet.  If he has misplaced that 12-word key, there is nothing that we can do to assist him in gaining access to those funds, as we do not have access to any of our users' private keys.  

  To re-import his wallet, he should click on the top blue button "Create, import or join....", and then choose "Import Key".  He will then enter the ******************************** the "Recovery Phrase" box.  Note that the words need to be in the correct order, and separated with a single space only.  

  At BitPay the success of our customers is very important to us, and we regret any challenges that ************ had with his BitPay wallet.  
  Sincerely,
  *******************
  VP, Customer Success
  **********************
  
  

  Customer response

  03/24/2024

   
  Complaint: 21386378
  
  I am rejecting this response because:  BitPay is simply not correct on this.  I had an account on the ********************** app and deposited Bitcoin assets there.  I later used some of the assets four different times to purchase ******* gift certificates.  I had a remaining $500-$600 worth of Bitcoin in my account on their app.  My account suddenly went to zero and has stayed there.  I do not have and have never had a BitPay wallet.  Certainly, they should have a record of *********** and transactions in their system that they can review.  I would like to have a copy of their records concerning my account as well.
  
  Sincerely,
  
  *******************

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bitpay has held over $9,000 worth of our funds from **. Bitpay will no longer communicate with us to verify our identity so we can withdraw our funds and end the relationship with them. We have sent over 15 emails over the span over 4+ weeks with no response. Further, out account was previously hacked and Bitpay took zero initiative to resolve the issue. We were able to recover our account, but with zero help from Bitpay. They have THE WORST customer service we have ever experienced. All we are asking for is to withdraw the $9,000 in our account that is ours and to terminate Bitpays services. This is a small ask. Please get it done.

  Business response

  02/23/2024

  To Whom It May ********************************************* has been in contact with BitPays Customer Success Team, and we believe we have resolved his issue fully.  
  

  ****************** attempted to close his account with ********************** - however, due to a bug in our email response program his request did not show up for our team to work and was missed.  After he initiated the BBB complaint, we found his request and have been able to settle his funds to his account.  
  

  At BitPay the success of our customers is very important to us, and we regret any challenges that ****************** had with this or any other BitPay transaction.  
  

  Sincerely,  
  ********************; 
  VP, Customer Success  
  **********************
  

  
  

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Here is only 1 just one app or buiness that contains my money Idk how this is happening but the money I threw around wont stop multiplying

  Business response

  01/18/2024

  To Whom It May Concern:  
  BitPays Customer Success team has looked into Mr. ***** complaint, and we are unable to find record of him contacting us or completing a transaction with us.  

  If he can provide us with additional information about challenges hes having or if he could provide transaction details, we would be more than happy to research his issue.  Unfortunately, with the information provided, we cannot assist him at this time.  

  At Bitpay, the success of our customers is very important to us, and we regret any challenges that ************ had while using our services.  He may feel free to reach out to me directly at ****************************** with further questions.  

  Sincerely,  
  ********************; 
  VP, Customer Success  
  **********************  

• Initial Complaint

  12/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is regarding the need for a BitPay debit card I was told I needed to access my fundsand me being requested to pay $2,500 to get one. Also the face that Ive now been told one of your employees, **** scammed me into to sending money into an account that most likely belonged to her. As a courtesy I am asking that I be send the BitPay card free of charge or I will be filing a BBB complaint and I have the proof to expose your employee who defrauded saying she was going to push my card through where I did not have to pay the $2,500. She initially asked me to send the deposit of whatever I had to that attached wallet which I did. Once received it she told me it was not enough money and that I needed to send at least $500 which I told her I didnt have. She said she was trying to help me out woman to woman.Needless to say I never heard anything else from her. She claimed the wallet i sent it to was my new wallet because my fianc ***** did not open it correctly which was a lie because I went through the verification process.Now I can go public with this or you can make this right and send me the debit card. I have no money at all let alone $2500 to pay for a card. Now on hope of it YOUR employees are trying to scam people.

  Business response

  12/20/2023

  To Whom It May ********************************* has been in contact with BitPays Customer Success Team on multiple occasions, and we believe we have provided her with the correct information on her issue, despite not providing the answer she was looking for. 

  In reviewing the communications ****************** sent us, it appears that she was communicating with a bad actor who was impersonating BitPay, rather than speaking with us directly. 

  In the chain of emails we were provided, we see responses from ************************************ and encouragement for ****************** to email them at portal.************************************. All legitimate communication from BitPay will come from a bitpay.com domain email address, such as ********************************* Through these communications, it appears that ****************** was encouraged to send cryptocurrency to people other than those whom she intended.  

  While we are sympathetic to ****************** plight, weve reviewed the details provided - these transactions do not belong to a BitPay Invoice, so we cannot return the funds. A cryptocurrency transaction that has already been broadcast to the network is irreversible. This is an essential feature of the protocol which prevents payment fraud.  If funds are sent to any address not associated with BitPay or a BitPay Merchant, there is nothing that BitPay can do to recover the payment. 

  At BitPay the success of our customers is very important to us, and we regret any challenges that ****************** had with her cryptocurrency transactions.  She may feel free to reach out to me directly at ******************************** with further questions.

  Sincerely, 

  ********************;
  VP of Customer Success 
  **********************

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 3 I placed an order with Apmex for a coin and chose to pay in Bitcoin (BTC) from my Coinbase wallet through their payment provider, Bitpay. The order did not process and I received an email stating that I would receive a refund from Bitpay. I have not received that refund. I have contacted Apmex and they said that my refund would come from Bitpay. I contacted Bitpay and provided them the relevant information, as did Apmex, but I have not gotten the refund or confirmation that I would be receiving the refund. Details are as follows: Date of transaction: December 3, 2023 Currency Used: BTC Currency Amount:0.040788 was sent, and it was indicated that I would receive a refund of ******** I am attaching supporting information which contains additional details.

  Business response

  12/19/2023

  To Whom It May ******************************************* has been in contact with BitPays Customer Success Team, and we believe we have resolved his issue fully.  

  **************** attempted to pay BitPay invoice WC4CqLjaSZLEN1U17dz8g5 on Monday, December 4, 2023, at a time where we were experiencing issues with our connection with Coinbase. Specifically, incorrect fees were being associated to payments, which resulted in ****************** invoice being marked as underpaid.  

  When an invoice is underpaid, an automated email goes out asking for an address to return the funds.  However, ****************** payment wasnt actually underpaid, and our engineers were working on the issue to fix all the invoices that were marked incorrectly.  Since his invoice wasnt actually underpaid, the refund didnt go out, and his payment was stuck until our engineers could resolve the issue.  

  **************** reached out to our Customer Success team on multiple occasions, and we continued to inform him that we were working on the issue, and would notify him as soon as it was resolved.  

  On December 7 we were able to fully fix the technical issue that caused ****************** issue, and applied his payment in full to Apmex, the vendor he was intending the payment to be directed toward.  

  I have reached out to Apmex, and they have confirmed that they have fulfilled ****************** order.  As such, our role as a payment processor in this transaction is complete - if he would still like a refund, we encourage him to reach out to Apmex.  

  At BitPay the success of our customers is very important to us, and we regret any challenges that ****************** had with this or any other BitPay transaction.  

  Sincerely,  
  ********************; 
  VP, Customer Success  
  **********************
  

  
  

• Initial Complaint

  11/08/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  There are two orders: 1. a laptop from NewEgg thru BitPay for $1,322.80 2. a Wal-Mart gift card for $500 thru Bitpay FIRST ORDER:I requested NewEgg to cancel the order because I found the same laptop on sale at BestBuy. NewEgg authorized the refund but BitPay wont refund my money because they say they can't verify who I am.SECOND ORDER:I also never received the Wal-Mart gift card. I spent an entire week arguing with BitPay that they never sent the card. They finally realized their error and issued a refund but wont give it to me because they say they cant verify who I am.ATTEMPTED RESOLUTION:I went through their verification process twice. It failed twice. I gave them my ***** Driver's License, My Veterans **, I took 3 photos, I answered a bunch of sensitive questions and the service failed to identify **** tried to reach out to them and try to video call or something but they just want to hide behind the computer and keep collecting info on me and never issue the refund.SUMMARY:They used some automated system that is obviously flawed. I know who I am. I have been me for 46 years.They keep telling me it is to prevent fraud but how am I committing fraud when they issue the refund but then don't give it to me.No one asked me for ** when I sent them the money to begin with (which is actually more consistent with retail purchases to show ** at the time of purchase to prevent fraud) but they want all this info on me to get the money back. Seems like a sort of blackmail or ****** on my money.When you shop at Wal-Mart or some other store and you want a refund there are no questions asked as long as you have a receipt. Why do they need so much info just to return money they obviously got from me?What they are doing is using the ** verification process as an excuse to not give refunds. They say they are giving you a refund but then don't give it to you and then make you work to get it.CONCLUSION:I want my money back. I paid *************** and they failed to provide the service and now they are making me work so hard just to get back what is rightfully mine.I appreciate any help on this matter. This was Christmas money for my family and BitPay is destroying my holidays. I want to report this. I want an official complaint. This is wrong.Thank you,***********************

  Business response

  11/16/2023

  To Whom It May ********************************************* has been in contact with BitPays Customer Success Team on a number of occasions, and we believe we have provided him with the correct information on his issues and have resolved some of his concerns, though I suspect we unfortunately have not been able to provide him the complete answer he desires.  

  As ****************** mentioned, there are two orders he has contacted us regarding challenges hes experiencing.  On the order for the Wal-Mart gift card, he was unable to validate all of the information we have on the invoice so that we could be certain we were talking to the purchaser of the gift card. We made multiple attempts to find information that he would be able to validate, but he was unable to fully validate that he was the purchaser of the card.  However, as a one-time courtesy, we have gone outside our policies to refund the gift card back to the address where the funds originally came from.  We believe that this issue has been resolved, and we have not heard back from ****************** on this issue.  

  On the issue with the NewEgg order, we unfortunately are at a stalemate with the customer.  Due to state and federal regulations aimed at preventing money laundering, we are bound to capture valid information about our customers when we send payments over a certain threshold.  This is called out in our Shopper Terms of Use (************************************************************), with which ****************** had to agree in order to make the payment to the invoice.  
  ****************** has been unwilling or unable to provide us with a form of identification that is currently valid, and so we have been unable to verify his identity with our third-party identity verification provider. We have asked him to provide to us a valid state- or federally-issued identification, but he has so far refused or been able to do so.  

  Until this is provided, we are bound by our anti-money laundering policies and cannot proceed with completing this refund.  

  At BitPay the success of our customers is very important to us, and we regret any challenges that ****************** had with BitPay.  He may feel free to reach out to me directly at ****************************** with further questions.  
  
  Sincerely,  
  ********************; 
  VP, Customer Success  
  **********************  
  

  
  

  Customer response

  11/16/2023

   
  Complaint: 20845145
  
  I am rejecting this response because:

  This is not entirely accurate. I purchased a Wal-Mart gift card that they flat out didn't send me and I asked them to either provide the card or give me a refund. They argued with me for an entire week. I provided them with screenshots, with screen video and they keep asking me to find unique identifiers for the account and denying it was me that made the purchase. Its simple, send the money back to the wallet you got it from. Thats who sent you the money. It is not that difficult. Upon wasting my time and finally agreeing to the refund, they told me the refund was available. But actually, it is not available because it wont verify my identity.

  On top of that, the company is skimming bitcoins from its customers. In the 3 weeks now I have been trying to collect my money the bitcoin value has gone up. Which means the $500 I initially invested is not the same I am getting back. Why should this company skim bitcoins for providing absolutely no service and wasting my time? That is fraud. You're selling junk goods and holding bitcoins for profit.

  You're verification system doesn't work. If you want to verify who I am then you can verify me in court. I am the person in that ID that was submitted. There is no mistake who I am. Stop hiding behind a computer and see me face to face.
  

  I want the full amount of bitcoin I invested. Not the dollar amount. Had you provided me with the money in a timely fashion I would have been the one to profit off of those coins.

  And you will need to talk to me here where there is a third party involved. Either you send my money or I will contact the State Attorney General consumer protection department and my own personal civil litigation lawyer.

  I am not asking anymore.
  
  Sincerely,
  
  ***********************

  Business response

  11/21/2023

  To Whom It May **************************************** we appear to be at a stalemate with *******************  We desperately wish to refund his money, but he is unwilling or unable to comply with the steps we require to fulfill our legal and regulatory obligations. 
  
  As ****************** mentioned, there are two orders he has contacted us regarding challenges hes experiencing.  On the order for the Wal-Mart gift card, as a one-time courtesy, we have gone outside our policies to refund the gift card back to the address where the funds originally came from.  However, I see that the refund on this order has been blocked because of the refund waiting on his other order.  I have manually processed the refund to his cryptocurrency address - he should see the funds in 1-2 days.  We believe that this issue has now been resolved.  

  On the issue with the NewEgg order, we unfortunately cannot proceed without him providing us a valid form of identification.  Due to state and federal regulations aimed at preventing money laundering, we are bound to capture valid information about our customers when we send payments over a certain threshold.  This is called out in our Shopper Terms of Use (************************************************************), with which ****************** had to agree in order to make the payment to the invoice.  We cannot waive our policies, as doing so could put us in regulatory jeopardy.  

  Until this is provided, we are bound by our anti-money laundering policies and cannot proceed with completing this refund.  We request that if and when ****************** is willing to provide us his identification documents, he does so through the link weve already provided, and he sends me an email to notify me that he has done so.  I will expedite the processing of his identification document so we can get him his refund on the NewEgg order as quickly as possible.

  At BitPay the success of our customers is very important to us, and we regret any challenges that ****************** had with BitPay.  He may feel free to reach out to me directly at ****************************** with further questions.  
  
  Sincerely,  
  ********************; 
  VP, Customer Success  
  **********************  
  

  
  

  Customer response

  11/21/2023

   
  Complaint: 20845145
  
  I am rejecting this response because:

  As I already stated, I sent my ***** Driver's License, I sent a Veteran's ID, I took 3 photos and answered a bunch of sensitive questions already. You say that you can't verify who I am but your system isn't verifying me. So why do I need to keep sending you more and more personal information.
  

  I am the person on the license. Look at the license and then look at the photos. It's me. If you cant do that then you need to video chat with me and see me in video. Your system is flawed. Why are you making your flawed system my problem?
  

  After some research on your company apparently your BitPay browser extension had issues in the past with not delivering cards. So, you have to acknowledge that your system is not perfect.

  Also, you prevent fraud BEFORE it happens. Hence the term, "prevent." I didn't steal money from you. I didn't steal money from anyone. You had no problem accepting my money and no problem with sending the laptop from NewEgg. The only problem is you giving my money back after NewEgg authorized the refund. I gave you MY money. This is not BitPay's money. The refund was authorized by the merchant. I already went through your verification process. I don't owe BitPay anything. You are committing fraud and using your flawed verification system as a scapegoat.

  If you're not going to return my money the only option is court. So, let me know if you are going to refund the rest of my money or not so I can get a lawyer. (I will let you know when I get the refund for the Wal-Mart card.)
  

  I don't want to hear about your verification system. I already did it. Stop stealing money from your customers. Be a stand-up guy, a stand-up company and do the right thing. This is Christmas money for my family. Look me in the face on video chat. Stop hiding behind the computer and hiding behind a flawed system.
  
  Sincerely,
  
  ***********************

  Customer response

  11/30/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

  Business response

  12/01/2023

  Better Business Bureau:  

  We would like to reject the offer of Mediation for complaint ID ********. Unfortunately, we are bound by our regulatory and legal requirements to collect Know Your Customer (KYC) information from the customer in this situation. Until he is willing or able to provide this information, we are unable to proceed with the refund.  

  We are not holding his funds because we want to - we want to get him his funds back. But we are unwilling to run afoul of our regulatory obligations to do so.  Remaining compliant and building a reputation of trust is critically important for BitPay, and making an exception in this case could damage our reputation and jeopardize our ability to process transactions in the customer's state.  

  Regards,  
  *******************,  
  VP, Customer Success, **********************

• Initial Complaint

  08/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received $9000 bitcoin to my Bitpay wallet. However the transaction was taking longer so it asked if I want to speed up the process which I proceed. As soon as I clicked it it showed that my fund was sent out. I dont know where it went or which address it was sent to. I want my money please.

  Business response

  09/13/2023

  To whom it may concern,  
  

  ************** has been in contact with Bitpays Customer Success Team on a number of occasions, and though she is unhappy with the answer that has been provided, we believe we have provided her with the correct information on her issue.  
  

  At BitPay we offer non-custodial wallets; in this type of wallet, the recovery phrase/extended private keys are provided directly to the user and ********************** has no access to them. These recovery phrases need to be secured; if compromised a bad actor has complete unfettered access to the associated wallets.  
  

  ************** attempted to contact BitPays support team, both through our normal channels, and also on * (formerly known as Twitter).  Unfortunately, we do not provide support on *, and ************** fell victim to someone pretending to be BitPay.  This fraudulent account has been suspended by the * team, but not before ************** communicated her recovery phrase to the bad actor.  

  Cryptocurrency transactions are irreversible; there is nothing to do to recover funds already broadcast to the blockchain or roll-back the operation.  
  

  Per our terms:  
  

  This Software functions as a free, open source, multi-signature digital wallet. The Software does not constitute an account where We or other third parties serve as financial intermediaries or custodians of Your cryptocurrency. BitPay has no access to, visibility into, or control over any cryptocurrency stored in Your wallet or transactions made with Your wallet, Your private keys, passphrases or any wallet backup files. Your wallet is stored locally on Your device(s), and not on any BitPay server or network. (****************************************************). 
  

  Given the theft that occurred of Ms. ****** funds from her wallet which was secured on her device, we encourage her to contact her local constabulary and report the theft.  Unfortunately there is nothing that BitPay can do.  
  

  At BitPay the success of our customers is very important to us, and we regret any challenges that ************** had with her BitPay wallet.  She may feel free to reach out to me directly at ****************************** with further questions.  
  

  *******************, VP of Customer Success, **********************
  

  
  

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  a dispute from you on 05/23/2023 totaling $1,586.22 I still havent received provisional credit or any credit this is ridiculous I havent received my order from the merchant and I have provided bitpay with the information and let them know the merchant wouldnt respond neither or refund my money and bitpay been giving me the run around call last week cus they said they cant do anything until august 22 well I called august 25 and was told will be receiving a check this week so I called today which rhe 28 to confirm and see if they mailed out my check well I get told today they are still investigating and they dont know when the dispute will be over well I have bills to pay behind on rent and bitpay been giving me the run around and they dont care if I have bills or not and its not small amount of transaction plz I need my money I have bills to pay and Im behinf

  Business response

  09/01/2023

  To Whom It May ************************************* has been in contact with BitPay's Customer Success Team, and we are still in the process of working through her dispute.  

  We have asked our bank to escalate this one for resolution, but we do not yet have a final answer from them heading into the weekend.  We will continue to push our bank on this situation; ultimately they have the final decision on all dispute-related matters, and we must wait for them to adjudicate the dispute, per the cardholder agreement.  

  As soon as we have a final answer, we will communicate with ********************** and the Better Business Bureau.  

  At BitPay, the success of our customers is very important to us, and we regret any challenges that ********************** had with her BitPay Debit Card.  She may feel free to reach out to me directly at ****************************** with further questions.  
  

  *******************, VP of Customer Success, **********************

  Customer response

  09/01/2023

  You need to issue me provisional credit I have bills to pay and I have been behind and I didnt receiver my order from the merchant neither my refund its been over 4 month and Im behind on bills !! U need. Issue me provisional credit till u finalize the refund and have it settled 
  Complaint: 20532687
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

   

   

  Business response

  09/08/2023

  To Whom It May ********************************* have continued to work on Ms. *********'s dispute.  We just received additional information from her today and have submitted those details over to our bank.  

  The bank will need additional time to review the information submitted and coordinate with the merchant to determine what has occurred in this situation.  
  

  ********************** may continue to contact us via the ticket she already has open; we will continue to push this with the bank for a resolution as quickly as possible.  
  

  As soon as we have a final answer, we will communicate with ********************** and the Better Business Bureau.  
  

  At BitPay, the success of our customers is very important to us, and we regret any challenges that ********************** had with her BitPay Debit Card.  She may feel free to reach out to me directly at ****************************** with further questions.  
  
  *******************, VP of Customer Success, **********************

  Customer response

  09/09/2023

   
  Complaint: 20532687
  
  I am rejecting this response because:
  I have not received my provisional credit been waiting for my money  for 4 month and Im behind on bills and I have sent them proof of communication with the merchant and I being scammed I need my money or else Im seeking legal action 
  Sincerely,
  
  ***************************

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