ComplaintsforCNC Intelligence, LLC

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1/2/2024, I paid CNC Intelligence a sum of $2,000 for future services via invoice #INV-00041156. However, on 1/9/2024 I communicated to them via email that I no longer required their services because I didnt feel comfortable with their level of service and had found someone else.Since my communication, they failed to respond until I reached out to them again on 3/14/2024 via email and via phone on 3/20/2024.I was able to connect with ******************************* , a presumed director of operations, on 3/21/2024. In this meeting, ******** stated that he can confirm a refund. However, it may be less than what I originally paid due to the work his group did I was partially okay with that. ******** failed to do as stated and never refunded my account, as he failed to reply to any of my emails since the day we spoke.On 4/30/2024 (after 12 emails unanswered), ******** replied and said he is unable to provide the refund even though no services have been provided. He further indicated that my behaviour of contacting my bank to obtain my money was 'unethical'. Ironic.

  

  Business response

  05/15/2024

  Thank you for reaching out through the Better Business Bureau. We appreciate your feedback and the opportunity to clarify the situation regarding your case with CNC Intelligence.
  
  As outlined in your complaint and based on our records, you initiated a payment of $2,000 on January 2, 2024, for services contracted with our firm. Shortly thereafter, on January 6, 2024, we were informed that you had disputed this charge with your bank, claiming it as unauthorizeda claim often referred to as "friendly fraud" or "cyber shoplifting." This action was taken prior to any direct communication with us regarding your wish to discontinue the services or any dissatisfaction.
  
  On January 9, 2024, you contacted us to request a cancellation of the services and a refund. It is important to note that this request came after the initiation of the chargeback and outside the cancellation policy timeframe stipulated in the signed contract. Our policies and the terms of cancellation are designed to ensure fairness and clarity for both parties, and they were clearly communicated and agreed upon at the outset of our engagement.
  
  Upon learning of the chargeback, our team had already begun work on your case and had to devote additional resources to address the fictitious dispute you initiated. This required significant effort given the necessity to substantiate the legitimacy of the transaction and the services commenced under the contractual agreement.
  
  When ******** spoke with you on March 21, 2024, he communicated the possibility of a partial refund, considering the resources already allocated and the work commenced.
  
  The bank subsequently ruled in favor of CNC Intelligence, recognizing the legitimacy of the transaction and the commencement of services as agreed in the contract. This decision underscores the validity of our actions and the contractual obligations.

  We understand that situations may arise where a client wishes to reconsider their engagement. However, it is crucial for such matters to be handled ethically and in accordance with the agreed contractual procedures. Your participation is essential to proceed with any further actions regarding your case. We invite you to contact us directly to discuss how we can resolve any outstanding issues and move forward constructively.
  
  CNC Intelligence is committed to the highest standards of service and ethical practice. We are here to address any further concerns you may have and to work towards a satisfactory resolution.
  
  Please do not hesitate to reach out to us directly at your earliest convenience.
  
  Sincerely,
  
  The CNC Intelligence Team

  Customer response

  05/20/2024

   
  Complaint: 21713552
  
  I am rejecting this response because:

  a cancellation of payment through my bank was notaries by me because I was unable to to someone about this it wasnt until I called multiple times that I was given ************************* name. And how is that unethical? Baffles me. Unethical is the behavior this business engaged on. And, I am definitely not the fist one to opinionate such! There are many negative reviews about similar troubles with this business.

  its alright, however. A legal matter is being prepare by my lawyer towards CNC Intelligence in parallel to my crypto scam case.

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

  

  Business response

  05/21/2024

  Thank you, **************, for your response. We appreciate the opportunity to further clarify the events and address your concerns.

  We must emphasize that the claim initiated through your bank was actioned prior to any communication with our team regarding your desire to cancel the services. This action, often referred to as "friendly fraud" or "cyber theft," involves disputing a charge that you had previously authorized, without first contacting the service provider for a resolution. This resulted in unnecessary complications and additional work for our team, as we had to devote resources to contest the fictitious claim and substantiate the legitimacy of the transaction, which your bank ultimately recognized by denying the claim.

  It is crucial to understand that ethical practices in business extend to all parties involved in a transaction. Direct communication with the service provider to resolve any disputes is not only a standard practice but also a contractual obligation which was outlined in our agreement. By bypassing these agreed-upon channels before contacting our team or discussing potential resolutions, the situation unfortunately escalated unnecessarily.

  We are committed to ethical behavior and transparency in all our dealings, and we acted in full accordance with our professional standards and contractual obligations. We are more than willing to continue assisting you with your case and to discuss any aspect of our engagement to reach a satisfactory resolution.
  If you would like to revisit this matter and work towards a constructive outcome, we invite you to contact us directly. Our team is here to support you and ensure that your case is handled with the utmost attention and professionalism.

  Thank you once again for reaching out, and we look forward to the opportunity to speak with you and hopefully continue our work on your behalf.
  Sincerely,
  
  The CNC Intelligence Team

• Initial Complaint

  11/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They took my money, gave me a canned report, and once I provided them with the requested information from the local law enforcement, and inquired about the next steps, I heard nothing. One of the attorneys I was speaking to was very rude and told me, 'If you want, you can always try to do it yourself or hire someone else.' After that, I did not receive one return email or call from anyone at CNC. Do not give them your money; it will only make your losses bigger.

  

  Business response

  11/09/2023

  Dear ********************,
  
  We have thoroughly reviewed the details of your case and would like to address your concerns directly and provide clarity on the services rendered as part of your engagement with our firm. Our investigation was successful in tracing the individual in question. It was through our diligent efforts in the investigation and law enforcement liaison services that we were able to identify the suspect. Through our focused investigation and collaboration with law enforcement, we were able to successfully trace the individual in question. This critical step was in direct fulfillment of our contractual obligations, which centered on tracing services and law enforcement coordination.
  
  Beyond the scope of our agreement, we acknowledged the complexity of your case and took additional steps to facilitate the legal support necessary for its progression. Despite the unforeseen circumstance of our initially recommended lawyer's relocation and unavailability, we did not halt our efforts. We diligently contacted multiple law firms to find an appropriate match for your legal needs. We are pleased to inform you that we have identified a law firm that we believe suits the requirements of your case.
  
  We wish to clarify that while we provide comprehensive investigative services, the engagement of a legal professional licensed in the relevant jurisdiction falls beyond our remit. Our latest referral is in line with our commitment to ensure you receive the necessary support for the legal aspects of your case.
  
  We are here to offer our continued assistance with any additional support you might need.
  
  Warm Regards,
  The CNC Intelligence Team

  Customer response

  11/09/2023

   
  Complaint: 20828884
  
  I am writing to express my extreme dissatisfaction with the handling of my case thus far. I find it imperative to address the discrepancies between what I was initially told during the sales call and the actual services provided.  There were things implied during the initial calls while I was under duress of the situation.

  
  Firstly, I was assured during the sales call that your company, CNC, would take charge of my case, including liaising with the police and playing an active role in the resolution process. Contrary to this assurance, I had to handle the entire interaction with law enforcement myself. There was no police liaison, as promised.

  
  Furthermore, the initial agreement was that CNC would handle my case and take a percentage of the funds recovered. It was explicitly mentioned that this process typically takes around 6 months. It has now been over a year, and I am yet to see any tangible progress or results.

  
  In the past two days, following my BBB complaint, I suddenly received emails and calls to schedule a discussion. Interestingly, after scheduling a call through the provided link, the call was canceled via email just 2 hours before the scheduled time. This lack of follow-through and apparent indifference to my situation is deeply troubling.
  

  The main reason for hiring your services was to recover the lost funds, and it appears that there is a ***** disparity between the promises made and the actions taken. I request a prompt and thorough review of my case, along with a detailed plan of action moving forward. If this matter is not promptly addressed and resolved, I will have no choice but to consider other avenues for recovering my lost funds.
  I expect a swift response and resolution to this matter, as I have had a year of poor follow through, missed calls, and rude prior employees, I even had the prior CNC attorney to do it myself if I thought I could do it better.  Ater 25 years in business I have never dreamed of talking to my customers that way.
  
  Sincerely,
  
  *****************************

  

  Business response

  11/14/2023

  Dear ********************,

  Thank you for sharing your concerns with us. At CNC Intelligence, we value your feedback and take your complaint very seriously. We are dedicated to ensuring our clients' satisfaction and would like to address the issues you've raised.
  Firstly, we want to confirm that we have successfully provided the cryptocurrency tracing service and law enforcement liaison service you signed up for. As outlined in the attached contract and invoice, our efforts were not only successful in tracing the beneficiary of your crypto transfers but also in assisting you and your local police in obtaining their identity. This aligns with the service scope specified in our agreement.
  We understand that communication is crucial, and we apologize for any misunderstandings that *** have occurred. Our records show that we have been in the process of addressing your query received just before your complaint was filed on BBB. We are committed to responding to any concerns or complaints from our clients promptly.

  Regarding the legal aspects of your case, we have been actively working to find a suitable lawyer within the jurisdiction where the evidence indicates the beneficiary was at the time the crimes occurred. While our initial referral relocated, we are diligently seeking an alternative to assist you further. Please note, however, that CNC Intelligence is not a legal referral service, and this support is provided as an additional courtesy beyond our contractual obligations.
  We understand your concerns about the recovery of funds and the timeline. While we strive to expedite processes, certain aspects, such as legal proceedings and coordination with law enforcement, can extend beyond our control. We appreciate your patience and understanding in these complex matters.

  Our team has attempted to reach out to you for further discussion, but we have not been successful in making contact. We respect your privacy and preferences for communication, so we kindly ask you to respond to our most recent inquiry to ensure we can continue assisting you effectively.

  We apologize for any inconvenience you have experienced and are committed to ensuring your complete satisfaction with our services. Your case remains a priority for us, and we are eager to resolve any outstanding issues to your satisfaction.

  Thank you for choosing CNC Intelligence, and we look forward to your response so we can continue to assist you.

  
  Sincerely,
  The CNC Intelligence Team

• Initial Complaint

  09/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I would like to report bad and what I believe to be unethical business practices by CNC Intelligence Inc. I hired their firm to conduct cryptocurrency tracing due to being defrauded out of $4500, but their reports were not accepted by my local Sheriff's department as they advised. For instance, I complied with all of CNC requirements as per their guidance stated in their 6/12/2023 correspondence sent in response to my attorney's initial letter sent to them; as well as set forth in Paragraph 2 within CNC contract to provide Asset Tracing Services. As per CNC guidance, I contacted Det. A****** with the Loudoun County Sheriff’s Department who indicated that they do not utilize the tracking data CNC provides as they have found previous reports to be totally unreliable due to inaccurate information that ultimately led to them performing double work, thereby requiring them to utilize internal resources only. Therefore, Det. A****** requested I send her the same documents I sent to CNC in order to conduct their independent investigation. Proof of inaccurate data pertains to CNC Binance Report that states, “Binance Holdings Limited (“Binance”) is a non-U.S. company and therefore is not subject to U.S. subpoenas or other compulsory processes.” For your situational awareness, the U.S. Securities and Exchange Commission (SEC) listed this entity as one of the three (3) Binance defendants in their complaint filed on 6/5/2023 under Case 1:23-cv-01599. In addition, I contacted the SEC to obtain their written confirmation of the complaint. Per the SEC, Binance Holdings Limited (“Binance”) is a U.S. Company that presently has a complaint against them, so they are subject to U.S. subpoenas or other compulsory processes. I have SEC response they sent me via email. Having said that, CNC still refuses to issue me a refund of $875.00 and they keep citing their return policy which only applies to receiving refund three (3) after signing contract versus when report is received.

  

  Business response

  10/05/2023

  We sincerely appreciate you taking the time to express your concerns and share your recent complaint with us. Your feedback is incredibly valuable to us, and we want to address your concerns in a considerate and comprehensive manner:
  
  Firstly, we understand that there may have been some confusion regarding the scope of our services under your contract with CNC Intelligence. Your contract explicitly outlined the services as a trace-only agreement, and the option for a more comprehensive law enforcement liaison service was available but not selected. We want to emphasize that we were very transparent and clearregarding both services and you opted to not engage us for law enforcement liaison services.
  
  We are proud of our track record of working with various police departments in the U.S. and worldwide, as showcased on our website at ********************************************************.  We are not sure why the Sheriff's department did not choose to move forward with your case. However, we want to clarify that we are available to assist the Sheriff's department at their request should they have any questions or need any clarification. We provide our services to law enforcement regularly on a pro bono basis.
  
  Regarding your comment about Binance, it's essential to distinguish between Binance.com and Binance.us. In order to assist you and your law enforcement agency, we provided the exact text requested by Binance for voluntary information requests, which at the the time, Binance complied with only if the specific text was included, which allowed law enforcement to receive information from Binance without a subpoena. The separation between Binance.com and Binance.us and if they are separate entities is currently a central point in ongoing legal disputes between US regulators and Binance. Please be assured that CNC Intelligence does not have an opinion on this subject and this was not addressed in our report.
  
  Our services were clearly specified in the contract and provided as promised. 
  
  Please note that investigators are not able to guarantee any result of an investigation, therefore we are very transparent about the fact that we do not and can not guarantee any specific outcomes for any case. We provide our services to clients when it is evident that we can provide meaningful assistance with their specific case.
  
  Unfortunately, the jurisdiction of your case, involving an amount deemed insufficient for a federal investigation by local law enforcement, falls beyond our control.
  
  We have previously extended an offer for you to engage in direct communication with our management to understand and address your concerns. This offer remains open, and we are committed to addressing your concerns promptly.
  
  Your feedback is crucial to us, and we remain dedicated to providing you with the best possible service. If you have further questions or would like to schedule a consultation, please do not hesitate to reach out to us.
  
  Thank you for entrusting us with your concerns.
  
  Sincerely,
  CNC Intelligence Inc.

  Customer response

  10/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: the terms and conditions of CNC contract state, “Right to cancel: The Client has a right to cancel this contract until midnight of the third (3rd) business day after it is signed and executed or the first payment is received by The Company, whichever is sooner”.

  However, this language is not applicable to me since I paid the $875 on March 8, 2022, but I did not receive CNC completed report until June 6, 2022. Therefore, I was under the impression that I was going to receive an adequate report to recover the $4,500 I was defrauded. CNC clearly has piss poor business practices since the company acts like consumers are going to request a refund three (3) days after signing the contract and paying $875 for a report that their company does not render until three (3) months later. Absolute MALARKEY!

  The audacity that CNC only gives consumers three (3) days at the start of their services, but they're allowed to have three (3) months to issue a useless report that my local Sheriff’s department refuses to utilize due to blatant erroneous mistakes!

  Furthermore, CNC contract also state, “Additional Services: The service is only for the case to recover funds that were sent to scam described by client or related entities”.

  Based on this language CNC purposely provided false guidance in their contract, especially since I was NOT able to RECOVER ANY FUNDS so in total I've lost $5,375 ($4,500 defrauded amount $875 CNC payment). CNC not guaranteeing results is one thing, but charging consumers and refusing to issue a refund when your company knows your inadequate report will not render recovery is unconscionable and your company needs to be held accountable, especially since I provided CNC with credible proof from my local Sheriff’s department and the SEC Ombudsman.  

  Having said that, if CNC doesn't believe me I strongly recommend CNC contact Det. A****** of the Loudoun County Sheriff’s Department since she refused to use your report based on erroneous mistakes and also contact the SEC Ombudsman. CNC may find both of their contact information in the email attached to my complaint. 

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

  

  Business response

  10/09/2023

  Dear ******,
  
  Thank you for your response and for sharing your perspective on the matters we discussed. We value your feedback and would like to provide further clarity:
  
  Regarding the cancellation clause in our contract, it's important to emphasize that transparency with our cancellation policy is of utmost importance to us. To ensure that clients are fully aware of the policy, we require clients to specifically sign under the cancellation policy at the time of purchase, which you have done. This process is in place to ensure that clients have read and understood the policy, which is presented in a clear manner.
  
  Furthermore, it's important to understand that we are investigators, and while we bring our experience and expertise to each case, we cannot control the outcome of an investigation. Our fees are primarily for the investigative work, and we do not guarantee specific results. Rather, we are committed to providing the best possible assistance based on our skills and knowledge.
  
  Additionally, the contract allows for up to 180 days for the service to be completed. These types of investigations often require a significant amount of time due to their complexity. We provided an estimate of 30-90 days, which was well within the contract's timeline. In your case, the service was completed 90 days after you signed the contract on March 8th, which not only fell within our estimate but also within half of the contract's allowable timeframe.
  
  Regarding your experience with your local Sheriff's department, we want to clarify that you had the option to engage our law enforcement liaison service at the time of purchase for an additional charge. This service involves us actively reaching out to law enforcement agencies on your behalf. However, as you chose not to include this service in your contract, we do not proactively engage with law enforcement agencies without it.
  
  Nevertheless, we remain available to assist the Sheriff's department if they reach out to us, and we are committed to providing any necessary clarification or information.
  In addition to law enforcement, you also have the option to work with a law firm to file a subpoena, and we are more than willing to assist your law firm with this process. Legal services, including subpoenas, typically come with associated fees.
  
  We have offered direct access to our VP of Client Relations and are willing to further discuss any concerns with our management. While we do not find a refund appropriate since the service has been provided, we extend our offer for further assistance, either with your law enforcement agency or a law firm you engage, to advance your case.
  
  If you would like further assistance or to address any concerns with us, please do not hesitate to contact us.
  
  Sincerely,
  CNC Intelligence Inc.

  Customer response

  10/16/2023

  
  Complaint: ********

  **Attachment includes screen shots from CNC contract and other CNC documents to support various paragraphs below.**
  
  I am rejecting this response because:

  CNC Intelligence,
  
  In regards to your response I’ve attached the contract I signed with CNC so I can outline the inconsistencies concerning your terms and conditions as well as the piss poor business practices that your organization renders against hardworking paying consumers such as myself. CNC below than mediocre business conduct also contributed to me filing a complaint with the Federal Trade Commission based on the pathetic services rendered and most importantly refusal to issue refunds when erroneous mistakes are identified in your reports.
  
  Per CNC comment “Regarding the cancellation clause in our contract, it's important to emphasize that transparency with our cancellation policy is of utmost importance to us. To ensure that clients are fully aware of the policy, we require clients to specifically sign under the cancellation policy at the time of purchase, which you have done. This process is in place to ensure that clients have read and understood the policy, which is presented in a clear manner” CNC contract states under section “3. Compensation and Payment the following: A. Set up Fee: For The Intelligence Services described in Section 1.2 A-H, The Client will pay the amount of for Setup Fees upon signing of the agreement. The Intelligence Services, as outlined in Section 1.2 A-H, can take varying lengths of time, but will usually take around 30-90 days. Right to cancel: The Client has the right to cancel this contract until midnight of the third (3rd) business day after it is signed and executed or the first payment is received by The Company, whichever is sooner. Client may cancel this agreement by sending an email to The Company at ********************** before midnight of the third business day. Notice of cancellation sent after this deadline may be deemed invalid at the sole discretion of The Company. The Company will bill the Client only for the services that were provided before this contract was cancelled”.
  
  CNC and I fully executed the contract on 08 March 2022. Therefore, in accordance with CNC malarkey contract terms and conditions in section 3, if I were to cancel the contract on the third business day, which would have been on 11 March 2022, then this language would only apply to cancellation of the contract. As I’ve highlighted in red, no where in this section does the terms and conditions address a refund as previously claimed by CNC in order for consumer to obtain a refund for the full amount of $875.00.
  
  Per CNC comments “Furthermore, it's important to understand that we are investigators, and while we bring our experience and expertise to each case, we cannot control the outcome of an investigation. Our fees are primarily for the investigative work, and we do not guarantee specific results. Rather, we are committed to providing the best possible assistance based on our skills and knowledge”, CNC contract states under section “12. No Guarantee the following: The Company does not warrant or guarantee any specific level of performance or results. Example of results obtained for other Clients of The Company may be used as a marketing tool and shown to the Client for demonstrative purposes only and should not be construed by Client as indicating any promised results or level of results”. 
  
  In accordance with CNC malarkey terms and conditions in section 12 and based on one of the erroneous reports I received in the above screen shot by CNC alleged “Certified Cryptocurrency Investigator”, this clearly displays CNC piss poor business practices and CNC refusal to take accountability for their so-called “forensic analysis”! There’s a major difference between not being able to guarantee results, but when CNC terms and conditions blatantly state, “The Company does not warrant or guarantee any specific level of performance or results”,  CNC is just not guaranteeing results, but most pathetically CNC are charging consumers and refusing to issue a refund when their company knows their inadequate and erroneous reports will not render ANY recovery for consumers is unconscionable and CNC needs to be held accountable, especially since I provided CNC with credible proof from my local Sheriff’s department and the SEC Ombudsman. As I stated in my last response, I strongly advised CNC to contact Det. A****** of the Loudoun County Sheriff’s Department since she refused to use your report based on current and previous erroneous mistakes reviewed in CNC reports and I also advised CNC to contact the SEC Ombudsman based on their agency having an indictment against the entity of  Binance Holdings Limited (“Binance”) who is subject to U.S. subpoenas or other compulsory processes when CNC claimed this entity is not is a non-U.S. company in their erroneous report. Clearly since CNC response does not address contacting either party as I advised also demonstrates your inability to take accountability for your poor services and issue my justifiable refund!
  
  Per CNC comments “Additionally, the contract allows for up to 180 days for the service to be completed. These types of investigations often require a significant amount of time due to their complexity. We provided an estimate of 30-90 days, which was well within the contract's timeline. In your case, the service was completed 90 days after you signed the contract on March 8th, which not only fell within our estimate but also within half of the contract's allowable timeframe” CNC contract states under section “5. Termination the following: This agreement may not be terminated prior to 180 days after the date shown above by either
  party. In the event that the Client desires to terminate the Services hereunder, the Client must submit a written request to The Company at least seven (7) days prior to the desired date of termination. Written requests to terminate may be made by email to **********************.
  If Client chooses to terminate this agreement in writing, all monies owed to The Company will be due immediately and will be automatically charged to the Client’s payment method on file. Under no circumstances will The Company give refunds of the amount paid for the Services hereunder. If any funds are recovered, the Client will still owe The Company The Recovery Fee. 
  
  In addition, CNC contract states under section 9. Limitation of Liability the following: The Company shall not be liable for any incidental, consequential, indirect or special damages, or for any loss of profits or business interruptions caused or alleged to have been caused by the performance or nonperformance of the Services. Client agrees that, in the event The Company is determined to be liable for any such loss, Client's sole remedy against The Company is limited to a refund of payments made by Client for said Services, less expenses paid to subcontractors or to third parties. The Company is not responsible for errors which result from faulty or incomplete information supplied to The Company by Client. Client also agrees to not seek damages in excess of the contractually agreed upon limitations directly or indirectly through suits by or against other parties. The Company shall not be liable to Client for any costs, damages or delays due to causes beyond its control, expressly including without limitation,
  unknown site characteristics; changes in policies, changes in terms of services.
  
  In accordance with CNC malarkey terms and conditions in sections 5 & 9, it amazes how CNC contracts allows their organization to have it both ways against consumers. Although CNC services were completed within 90 days versus 180 days, it really does not matter because the reports rendered were useless and refused by my Sheriffs Department and the SEC Ombudsman provided supporting evidence that CNC report was inaccurate. As I previously stated above, clearly since CNC response does not address contacting Loudoun County Sheriff’s Department and the SEC Ombudsman as I advised also demonstrates their inability to take accountability for their poor services and reluctance to issue my justifiable refund!
  
  Per CNC comments “Regarding your experience with your local Sheriff's department, we want to clarify that you had the option to engage our law enforcement liaison service at the time of purchase for an additional charge. This service involves us actively reaching out to law enforcement agencies on your behalf. However, as you chose not to include this service in your contract, we do not proactively engage with law enforcement agencies without it. Nevertheless, we remain available to assist the Sheriff's department if they reach out to us, and we are committed to providing any necessary clarification or information. In addition to law enforcement, you also have the option to work with a law firm to file a subpoena, and we are more than willing to assist your law firm with this process. Legal services, including subpoenas, typically come with associated fees”.
  
  As I stated above and in my last response, I advised CNC to contact Det. A****** of the Loudoun County Sheriff’s Department since she refused to use your report based on current and previous erroneous mistakes reviewed in CNC reports and I also advised CNC to contact the SEC Ombudsman! Clearly since CNC response does not address contacting Loudoun County Sheriff’s Department and the SEC Ombudsman as I advised, but in this portion of your response you have the audacity to tell me they can contact CNC demonstrates your inability to take accountability for your piss poor services and reluctance to issue my justifiable refund! 
  
  I’m providing both parties contact information directly in this response so you cannot tell me again for them to contact you since the onus is on CNC to prove your erroneous reports were accurate, which all parties already know they were not accurate!
  
  Detective Shannon A******
  Loudoun County Sheriff’s Office
  Financial Crimes Unit
  ###-###-####
  ***************************
  
  Ombudsman
  U.S. Securities and Exchange Commission
  *** * ****** ** I Washington, DC 20549
  ###-###-#### I Toll-free: ************ (###-###-####) I Fax: ###-###-####
  ***************** I *******************************
  
  Per CNC comments “We have offered direct access to our VP of Client Relations and are willing to further discuss any concerns with our management. While we do not find a refund appropriate since the service has been provided, we extend our offer for further assistance, either with your law enforcement agency or a law firm you engage, to advance your case”.
  
  If CNC is still reluctant to issue my full refund of $875.00 based on the plethora of inconsistencies and piss poor business practices I’ve identified based on CNC contract, then I’ll pursue with legal representation to file a civil lawsuit against your organization since I’ve already previously had Friedman, Framme, & Thrush law firm send two (2) demand letters to CNC that resulted in no refund.
  
  Having said that, provide the correct address/suite so my legal representation can issue a civil lawsuit against CNC because your documents reflect multiple addresses in U.S. such as Washington, DC and Orem, Utah, but also the country of Rehovot, Israel. In addition, CNC is allegedly incorporated in the state of Delaware, but there’s no Delaware address.
  
  
  Sincerely,
  ******* ********

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were strung along through phases stages periods and timelines. All to bring us through an exhausting tiresome plight whereby nothing was ever done other than them depositing our money from the rip.. when you call you reach a third party who takes a message and you have to set up an appointment for a call back then after they dont call you due to time zone differences a problem they make up out of thin air line it magically changes the time of day or at least they can work the angle of oh well what time zone did you select on our website because it must coincide with where the office is calling from we have locations in **** and ** so which did you select?! LOLthe only satisfaction from this is knowing I dont have to spend another week where I try to simply get a hold of someone who gives me the reach around. Call for yourself and see.

  

  Business response

  07/04/2023

  To the Better Business Bureau
  **************, **
  Complaint ID: ********
  
  
  Response to Complaint
  
  Dear Complainant,
  
  Thank you for bringing this matter to our attention.
  
  Although we understand your frustration, we do not believe that the given narrative aligns with the most accurate truth.
  
  We believe it essential to highlight that the contract signed by both parties was limited to providing a cryptocurrency trace report,which you would then hand over to your local law-enforcement to identify those responsible for defrauding you. The report was sent to you on April 20, 2023,and your case was closed at that time.
  
  Nonetheless, your case coordinator has been diligently responding to the inquiries brought forward by the detective in charge of your case ever since.
  
  CNC Intelligence has agents prepared to provide our clients with round-the-clock customer support. Even though most of our analysts work Mondays to Thursdays from 07:00 to 16:00 EST there will always be someone available to pick up your call, answer your ticket or schedule a consultation for the next available time with your case coordinator.
  
  Additionally, there exist multiple records of instances where our agents attempted to make contact but were unable to reach you.
  
  Therefore, we respectfully disagree with your assessment regarding lack of communication and remind you that we are no longer obliged to provide any services, as the contract has come to an end.
  
  Should you need any sort of assistance, please schedule a consultation with your case coordinator. We are looking forward to talking to you and bringing this matter to a conclusion.
  
  We thank you for your understanding and are available if you have any further concerns or questions.
  
  CNC Intelligence, ****

• Initial Complaint

  05/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I'm writing this to complain about my experience relating to customer service and basic communication. This is now the 5th or 6th poor experience with this company in the last 2 years.In the most recent situation, I'm simply looking for an update with my case investigator Avi.However, in order to schedule an appointment with him, I use their portal which only has 1 time slot per week at roughly 4am on a Wednesday. This is not reasonable. I can't wake up in the middle of the night during my very busy week just to meet with him. Not to mention, the last time I made an appointment this way I waited 3 whole weeks, and no one showed up, no one called, no one sent an email cancellation - nothing. It should not be this difficult. I emailed Avi as well in which he responded that on Sunday I can email him and he will call me. I find this hard to believe that I can just email him ANYTIME on a Sunday when we obviously aren't working in the same time zones anymore, and that he'll just call me. As such, I replied with an email the following day, on a Thursday, asking for a specific time on Sunday during which we can meet. I never got a response, until the following monday in which he made it seem as if it was my fault that "I didn't message him on sunday."This is an ongoing thing, nothing changes. Every week I call their main office and leave at least 2-3 messages with the receptionist to have a supervisor or manager call me back. Out of my 11 or 12 attempts, I did get a call back from a man named ******************* who promised me a bunch of things including giving me an email, but after that he never replied to me or send me the email or answered the phone again.It seems they just try to sweep these problems under the rug and send someone to stop me from complaining with a very half hearted attempt and then that's it.As I said this is a continuous pattern over the last 2 years that needs attention from management. My duty is to make sure the public is aware. Thanks

  

  Business response

  06/06/2023

  Dear Customer,
  
  Thank you for bringing this matter to our attention. We appreciate your feedback. However, we would like to clarify a few points regarding your complaint. Firstly, we want to emphasize that we have provided the services you hired in their entirety. We are currently assisting you in progressing your plea with the police and cryptocurrency exchanges.
  
  While we understand your frustration with the communication issues, it's important to note that your phone provider blocks calls made from our end, which has posed challenges for effective communication on multiple occasions. Moreover, we have records indicating that you did not attend the consultations you had scheduled yourself.
  
  Furthermore, despite our collaboration with the local police in identifying the perpetrators, the lack of cooperation from the cryptocurrency exchanges involved has made the process more challenging.
  
  We appreciate how frustrating it is to be the victim of such a scam, which is why we have made the decision not to charge you for any of the additional services being provided, even though they were not included in the original agreement you signed.
  
  Therefore, we respectfully disagree with your claims and emphasize that we have gone above and beyond to assist you in resolving this issue.
  
  If there is anything else we can do to assist you further, please let us know.

  Customer response

  06/14/2023

  While we understand your frustration with the communication issues, it's important to note that your phone provider blocks calls made from our end, which has posed challenges for effective communication on multiple occasions. Moreover, we have records indicating that you did not attend the consultations you had scheduled yourself.

  
  

  -- So you're saying with all your team members you only have one possible device to call me with? I've also provided whats app, or you could simply email me to call you guys directly, or a number of other options. This is a horrible, cheap, attempt at a resolution. If you REALLY want to resolve things and contact me you could have. 

  -- Because no one calls me back, and appointments were missed, I schedule multiple appointments with multiple people out of frustration and your site doesn't allow me to cancel them.
  What other option do you recommend I take?

  
  Furthermore, despite our collaboration with the local police in identifying the perpetrators, the lack of cooperation from the cryptocurrency exchanges involved has made the process more challenging.
  

  
  

  - ********** sent the email - the problem is the account you referenced to Kraken is my own, that's why they are saying we are wrong.

   

  ADDITIONAL MESSAGE FROM THE CONSUMER:
  

  I remember clear as day explaining in the beginning that although the transfers leaving my account were over 400k, we were only going to go for 300k because they sent me money back. I think due to changing so many team members throughout this process, you guys have problem communication and passing data to each other and that lead to this confusion.

  Customer response

  06/14/2023

  While we understand your frustration with the communication issues, it's important to note that your phone provider blocks calls made from our end, which has posed challenges for effective communication on multiple occasions. Moreover, we have records indicating that you did not attend the consultations you had scheduled yourself.

  
  

  -- So you're saying with all your team members you only have one possible device to call me with? I've also provided whats app, or you could simply email me to call you guys directly, or a number of other options. This is a horrible, cheap, attempt at a resolution. If you REALLY want to resolve things and contact me you could have. 

  -- Because no one calls me back, and appointments were missed, I schedule multiple appointments with multiple people out of frustration and your site doesn't allow me to cancel them.
  What other option do you recommend I take?

  
  Furthermore, despite our collaboration with the local police in identifying the perpetrators, the lack of cooperation from the cryptocurrency exchanges involved has made the process more challenging.
  

  
  

  - ********** sent the email - the problem is the account you referenced to Kraken is my own, that's why they are saying we are wrong.

   

  ADDITIONAL MESSAGE FROM THE CONSUMER:
  

  I remember clear as day explaining in the beginning that although the transfers leaving my account were over 400k, we were only going to go for 300k because they sent me money back. I think due to changing so many team members throughout this process, you guys have problem communication and passing data to each other and that lead to this confusion.

*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. ↩