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I have an account with Circle's cryptocurrency exchange Poloniex holding over half a million dollars worth of assets. I have been denied access to this account with the only explanation being that my account is being reviewed.
4 months after contacting Circle's support team, there has been no progress and it seems like they are in no hurry to let me access my assets.
After using the Poloniex exchange that is owned by Circle, I have come across several issues and am not receiving any help whatsoever. I have tried to transfer CLAMs coins to an outside wallet address and one transaction succeeded but others are failing. I now am missing/have lost over $1000 worth of CLAMs coins and am receiving the error: Complete:Error. After reaching out to them I have only received automated emails and no help at all. This is asinine that a company of this size has no support staff that can give an explanation or resolve this matter. I have read several other users on *** have this "Complete:Error" message when sending coins so I assume this is a common occurrence. They need to get their act together and fix this problem and release my $1000+ worth of coins to me ASAP.
I transferred $402 from my *** bank account to my Cirlce Pay account, and when I went to cash out my account to my other bank a message popped up saying my account was under review for 3-5 business days. So my money was locked on Circle. The next day I tried to cash out again and the $402 was gone. Then I clicked on my info and it said my account has been closed. So my $402 just disappeared, it’s not in either of my bank accounts so they took my money and closed my account.
I have been contacting the company for over 2 weeks now trying to get the $1600 they took from my account without notice or good reason..
I had over $1600 in my account and one day when I was trying to log in to the app, I got an error message that my account had been closed.
After contacting the app through email ( they dont have a phone number for inbound customer support), they informed me that they closed my account because I had filed disputes through my bank for some transactions and they had to withhold my money because the bank approved my dispute and credited the money. All of this is FALSE.
I contacted the bank and they told me that they did not approve my disputes. They sent me written proof that my disputes were denied and that the bank never gave me any money for the disputes and they never took any money from Circle. The bank said that Circle can give them a call to verify this. I also forawarded all documents that the bank gave me as proof and sent them to Circle over email. I have now sent about 3 emails over a week span and have received NO RESPONSE.
I even explained to circle why the dispute claims were made (miscommunication with a family member using my account without my knowledge). So when I found out, I voluntarily called the bank and canceled my disputes. Now that the disputes are canceled and the bank gave me proof, which I sent to Circle, they still have not respinded and have not refunded me my money which they took without notice.
This is horrible customer service, and I will be taking legal action to get my money back, if I dont get a resolution after this Revdex.com compliant
My account was suspended 11 days ago, with hundreds of dollars locked in the Circle App. I cannot cash out or transfer that money, even though their initial email says I have 2 weeks to perform such actions. So issue #1 is they lied.
At this point I have attempted to contact CirclePay more than a dozen times over the last 2 weeks through the ONLY platforms they allow, which are: emailing customer support, and submitting a message through the app. The automated email response says it may take up to a couple days to return my messages, I wish it was only a couple days. Issue #2 - zero customer service, no ability to talk to someone on the phone, inaccurate response times.
Now I'm unable to pay my bills because my money is stuck in limbo with a company that will not respond to inquiries. They are likely earning interest on the money they are withholding from me and are in no rush to return it since I will no longer be a customer of theirs.
The company provides a service for people/users to send and receive money to each other. Yet there is barely any customer service whatsoever. How can a company that deals with financial transactions not have a phone service, or a responsive email team?
I downloaded the Circle Pay app. It encourages you to go ahead and 'load or fund' your account with your own money so you can get started using it. I loaded $250 dollars. They did not warn me before accepting my deposit that as soon as I did so, my account would be on hold for verification and money locked for 3-5 business days. I couldn't even remove my money and deposit it back into my own account while they verified me. I've used the *** app, *** and *** and never had this problem. They wouldn't even let me load money if verification was need. This seems extremely 'scam-like'. They emailed me and said "Thank you, your verification is complete, you can now use your Circle app to send and receive money!" I went to try and cash my money out back into my account and I got the same old message "Your account is in the verification process this will take 3-5 business days" When I emailed them about this I was told "we are looking into your account, this may take up several business days". So needless to say, they are playing with people's hard earned money which is completely unacceptable. I have read numerous complaints about the same issue. It was my mistake for not reading the reviews beforehand, however, I didn't read them with the other apps I've used and they have been wonderful.
On December 21st 2018 I sent $555 to my mom using circle pay app. They put her account in review and will not release the money even though she has submitted her ID and a selfie as they asked. I want them to release my money back to me if the are not going to clear her account so if can be transferred to her bank account.
January 17, 2019 RE: Complaint Reference: *** Customer: *** Dear Ms.: We acknowledge receipt of your complaint number *** filed with Revdex.com (Revdex.com) and received by Circle on January 8, 2019. This complaint is in regards to the services you received as a customer of Circle Pay. In essence, we believe your complaint to be the following: It is our understanding that your complaint is regarding a transaction that occurred on December 21, 2018, in which you sent $555.00 to a Circle Pay account that you note is owned by your mother (the “Recipient Account”). On this same date, a temporary suspension was placed on the recipient account pending a successful submission of identification documents for the purpose of account verification. Unfortunately, the identity validation submission by the recipient account was rejected by our system. This can happen for a number of reasons, including low-quality photos, dim photos, or illegible information on the government-issued ID. In light of this, Circle asked the recipient account to re-submit legible information which was provided to us on January 1, 2019. Unfortunately, the second submission was again rejected by our system. Therefore, on January 9, 2019, a Circle agent manually reviewed the information provided by the recipient account and reactivated the account. In order to protect our customer’s accounts and comply with regulations, we may require an account holder to provide further information as a condition for continued use of our services. Unfortunately, delays and rejections may occur during this submission process. We apologize for any inconvenience caused by this delay and appreciate you taking the time to share your concerns. Our records indicate that on January 9, 2019, the recipient account successfully withdrew the $555.00 that you sent to the account. Therefore, we consider this matter resolved. Sincerely,*** Chief Compliance Officer Circle Internet Financial, Inc.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards
On October 16; 2018, my husband transferred $800.00 to me through CirclePay. I received notification the money was sent. Their website states if when cashing out to your debit card the transaction is instant. I then received notification that the transaction failed and it would be 1-3 business days. I tried to call the phone number I found on the website and no one answered. I sent an email requesting to speak to someone and received a response with no clear explanation. The response only stated the team needs to review and approve for accuracy. The actions that this company has taken are not in accordance with their policy. I should have received my money instantly and this has caused a major inconvenience to me. I am requesting that I receive my $800.00
Circle Internet Financial claims to be the owner of the digital currency exchange Poloniex. Circle publicly announced its acquisition of Poloniex on February 26.
I have been a customer of Poloniex for a long time, completing many transactions successfully, including transactions done less than a week ago. However, on February 28 (Boston time), short after the aforementioned aqcuisition, I deposited 831.99064395 units of digital currency GameCredits to the address ***, which was displayed as the correct deposit address in my Poloniex account.
Third-party services (links provided below) gave evidence that the GameCredits, in the given amount:
1) were successfully transferred to the given address
2) remain at the given address
These GameCoins should have been credited to my account (and, given Poloniex industry practices so far, also transferred to another Poloniex address, which has not happened this time).
At the time of writing, none of these GameCoins have been credited to my account. Circle-owned website (poloniex.com) does not show any trace of the GameCoins arriving there.
I've been using Poloniex for similar transactions for years. Such a situation never happened before Poloniex was bought by Circle Internet Financial.
Poloniex itself stopped providing customer support, as shown in the Revdex.com's own rating of Poloniex, Inc and an innumerable amount of complaints posted on different Internet sites. I have already demanded help from Poloniex through proper channels and was ignored. Circle cannot shed responsibility for its daughter company if the daughter company cannot be reached at all. As the sole owner of Poloniex, Circle is responsible for my funds, all of which:
1) were sent to Poloniex after Circle's acquisition of Poloniex
2) were sent in a way that, prior to the acquisition, never resulted in a failure to credit funds to account.
The value of funds in question is about 2,000 USD.
Here are third party proofs showing that the GameCoins sent to the address *** remain at that address (otherwise, if they were transferred further, there would be more than one transaction for the address). If there is any doubt that this address belongs, eventually, to Circle - and that it was shown to me as the correct deposit address - I can provide further proofs.
1) https://blockexplorer.gamecredits.com/addresses/***
2) https://prohashing.com/explorer/GameCredit/ (address *** needs to be entered in the "address field")
On December 19, my account was locked and it asked me to send a picture of my Id to verify my identity. I was totally okay with that.
Then on January 8th I was attempting to use the app and my account was locked after I deposited money into it. It told me it will be resolved in 3-5 business days and I reached out to them to see why for a second time my acccoint was locked. ***, the rude nonchalant agent gave me absolutely no information on why it was locked and when I would be able to get my money back. I use this app to pay my rent and utilities and I am not late because of them. I have money sitting in this app which I can do nothing with.
Their reviews on the *** Store is riddled with complains of this company closing accounts with no explanations as to why and they won’t refund the customers money. I want them to unlock my account t so I can access my money!
The complainant’s account was temporarily suspended to complete a review of account activity. Mr. was notified, and subsequent correspondence confirms, that while Circle regrets any delays in processing transactions, they may occur from time to time because we are committed to keeping Circle safe for all customers.
As the restriction on the account was lifted and Mr. was able to access the funds available on the account, we consider this complaint as resolved.
I used Circle several times to receive small amounts of money from friends. Everything was fine, then one day they decided that they need my drivers license to release one ($1) dollar a friend had sent me. I sent a copy of my drivers license, then they proceeded to allege I'm not the owner of the account.
The customer registered with Circle under the name "***" which did not match with the name on their photo ID, "***." Circle reached out to the customer to clarify why there was a difference in name on December 21, 2017, and the customer responded explaining that "***" is a nickname for "***." Once Circle completed our manual review of the Mr.' information, we re-activated the account and notified Mr. on December 22, 2017, to allow him to commence cashing out there balance. Mr. is free to remove the money in their account as he requested.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***.
However, this business had no letting send and receive money with my use of an abbreviated form of my name for about a month.
This business abruptly stop its service to me and required ID, held money transferred to me hostage for about a week pending the ID verification, then said there was something wrong with my ID not matching the name I gave them.
This could have been avoided if, like most money transfer companies, this company asked for ID before agreeing to let someone transfer money to them.
If ID verification is important to this company, then they verify it at the start, not after someone has been using their service for a while.
I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards
I Sent my Brother *** $120 dollars, but when he tried to transfer the money into his account it said his account was under review. Circle also said it will take 1-3 businesss days to process, but its been a week. He never receive the money but they took it out my account. I will like a Refund of $120
On December 1, 2017, , Mr. *** sent $120 from his Circle account to a Circle account registered in the name of his brother, Mr. ***. When a withdrawal attempt was made from the recipient account, the account was automatically flagged and restricted by Circle’s risk monitoring system. System.On December 1, 2017, Mr. *** was contacted to request an explanation for recent transaction activity and to request identification. On December 7, 2017, Mr. *** provided a driver's license in the name of ***. Mr. *** never responded to the request for clarification of the transaction activity on the account.On December 12, 2017, both accounts were closed for high risk activity. It appears that both accounts belonged to Mr. *** who attempted to circumvent our account and system limits. The refund of $120 was processed on December 12, 2017 so Circle considers this complaint to be resolved.
I sent my baby sitter $25 for her baby sitting services using this company's money transfer services. This company withdrew the funds from my checking account but withheld the funds from my baby sitter on grounds that they wanted my baby sitter to provide her drivers license. My baby sitter refuses to provide this company said information, and wants nothing to do with this company. My $25 sit in limbo, as this company says that the funds transferred successfully, even though my baby sitter has no access to the funds and the funds are still in this company's control. The company refuses to release the funds either to my baby sitter or refund them back to me.
This company never disclosed that they could without hold funds from both the sender and the receiver without identification verification from the receiver. I'm willing to provide my personal information, unfortunately, my baby sitter is not so willing.
On August 1st 2017 *** (***) performed a hard fork, which is basically a stock split. Circle did not give the split off coins (shares) to its customers.
I am looking to get the coins due to me from Circle. I have since informed them of my intent to file a Class Action Lawsuit (but none is pending that I know of) and they have arbitrarily closed my account for no reason.
The Circle customer, ***, first contacted Circle regarding the hard fork of ***, as he was looking to receive *** Cash from the recent hard fork of ***, and threatened Circle with a class action lawsuit. The customer later contacted Circle when his account was closed for suspicious activity. Circle has treated the former issue under company *** policy and has treated the latter account closure under its AML policy. First, a “hard fork” of *** is not analogous to a stock split. A hard fork is a permanent split in the *** blockchain that creates multiple and different “versions” of ***, and because *** is an open source and decentralized protocol, there is no limit to the number of hard forks that can occur or who can create them. That means that Circle has no control over when a hard fork might occur or how many might occur and it would be technically and practically impossible to support all such hard forks as it requires a substantial amount of technical development and security work. Prior to the occurrence of any hard forks, including the referenced “*** Cash” hard fork, Circle notified all customers with a *** balance that Circle might never support any specific fork and that if they wanted to receive the new “forked” version of *** they should take advantage of the ability to move their *** off of Circle. The email sent on July 28, 2017 to Mr. and all customers with a *** balance. Prior to the above communication, on March 21, 2017, Circle sent another email related to the March *** Fork. Mr. contacted Circle on six (6) occasions, from August 17, 2017 to November 14, 2017, requesting information on *** Cash he believed was owed to him. Subsequently, Mr. received responses from Circle reminding him of the information outlined in the initial email communications. On November 24, 2017, Mr.’s account was flagged by an automated transaction monitoring trigger related to suspicious activity. On November 30, 2017, upon further investigation, the customer was found to have transacted through a cryptocurrency exchange called Local ***s. Local ***s is considered a high risk platform because it holds no money transmitter or other licenses and allows people to buy and sell *** without any regulation or controls. As a result, the account was closed and Mr. was notified about the account closure on the same day. Mr. cashed out the remaining *** balance available on his Circle account on November 11, 2017, so there was no remaining account balance available to Mr. at the time of the account closure. On the same day of account closure, November 30, 2017, Mr. contacted Circle on four (4) occasions, requesting information as to why the account was closed. Mr. received acknowledgement of his inquiries, a reminder of the Circle terms of use, and an explanation that Circle does not disclose specific details on its security processes. Based on the details above, we reaffirm that we have notified Mr. about the *** Fork and his options to manage the *** balance in his Circle account. The closure of Mr.’s account is a result of routine monitoring for suspicious activity, and is unrelated to the fork in *** protocol.
My wife is a recent victim of extensive online fraud. Circle.com is one of the "financial companies" that was somehow someway involved with attempted fraudulent transactions. We have been unable to obtain any information from them regarding exactly what happened and how it was enabled. All they do is send out useless email communications and make it impossible to even research if an account has been set up with them or transactions attempted or completed in my wife's name.. We have no idea who they are, but now we do.
They have no fraud department that is reachable by phone.
They have no customer service department that its reachable by phone. They are not a transparent company.
And yet their CEO is an internet self promoter who raises millions of dollars, and apparently; treats the public like suckers rather than spend hid money on a user friendly company. Third world mentality..
Shame on *** their CEO "founder".
***
New York
The complainant’s wife was involved in online identity theft, some perpetrated in part via a Circle account, and the complainant contacted Circle to obtain details of the fraud related to the Circle account. While we had already identified and stopped the fraud, we were prevented by our privacy policies from discussing account details with a third party. After informing the complainant of these facts, and agreeing to cooperate with law enforcement investigation, we considered this issue resolved. Circle Fraud department had reversed the fraudulent transaction prior to being contacted by Mr. in late November. We informed Mr. that the bank issued a dispute so the funds be returned soon. We also informed him that, regrettably, we were prevented from sharing account information in detail with anyone other than the Circle account holder, and that we would cooperate with any law enforcement investigation. After communicating with our Customer Service and Fraud departments, and after confirming that Circle would receive a subpoena or otherwise be contacted by local law enforcement, we considered this issue resolved-complainant unsatisfied with response. We have not yet been contacted by law enforcement regarding this case, but will remain ready to cooperate in full to provide any information necessary. While we regret the situation that Mr. and his spouse experienced, our team took immediate action by acknowledging and prioritizing the complaint received from Mr.. We have explained in our response to Mr. that privacy laws prevent us from providing details about a Circle account to a third party, however we also have assured in our response that we will cooperate with law enforcement once we receive a subpoena. Circle Customer Service team is reachable by phone from 8am to 11am EST and 1pm to 4pm EST. Customers also have the option to contact us via message and our timeline to respond is 6 working hours. Our phone number and details to contact us via message are available in Circle’s Help Center https://support.circle.com/hc/en-us/articles/213560783-Help-and-Support-at-Circle . If we can provide any further clarification regarding this issue or Circle’s business, please do let us know.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***. Please add your rejection comments below. Circle.com fail to accurately state that they refused to verify ***, the victim of the extensive identity fraud. They misrepresent that fact, that they rejected the victim. That was why her husband, a professional legal consultant in New York, had to intercede to attempt to reach a responsible senior executive. There is no way to reach their corporate office in Boston. There is no way to speak with their fraud department, if they even have one. They are not a transparent company in any way and should be subject to more stringent banking regulation. Furthermore, the Federal Credit Reporting Act specific requires information to be provided to the victim. And they had the opportunity to verify Ms. but they literally refused shut her down. Shameful business practices, and the entire company hides behind a digital wall, to the detriment of the victim while their CEO gloats over how successful he is in raising tens if not hundreds of millions of dollars. Yet the company does not even have an accessible phone number in Boston, their headquarters. See enclosed. There is no requirement for the creditor to make the victim wait for a subpoena to be sent by the police and then responded to, as long as they are provided a police report and are able to verify the victim, *** ...which they willfully refused to do. The aftermath. of identity theft receives little attention as to what a physically and emotionally draining experience it is, spending weeks day in and day out collecting information. This company has no respect for the victim, and creates an adversary situation. They deserve that public be informed that this is how they can act. One time is too many. Se attachment, Section 609 - 15 U.S.C. subsection 1681g (4) ( d) - "Summary of Rights of Identity Theft Victims
Regards
We are sorry that Mr. was not satisfied with our response, and we regret that we were not able to speak with him further. We have responded promptly to his requests, and hope Mrs., the Circle account subject, can contact us to assist in this matter.Circle values its customers and their privacy, and per our privacy policy (https://www.circle.com/en/legal/us-privacy) and user agreement (https://www.circle.com/en/legal/us-user-agreement) we will not release information about Circle accounts or access to a Circle account to any unauthorized persons without a subpoena or without verification of a customer’s identity.Moving forward, Circle is attempting to contact Mrs. to offer what information we can provide on the account if Mrs. is interested in verifying her identity with Circle. Identity verification would entail Mrs. securely sending a photo of her ID and of herself, at which point we could confirm her as the subject of the account under her email address. It would be within our customer user agreement to release account information directly to her. We look forward to hearing from her.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***. Please add your rejection comments below.[If you are rejecting the business's response please enter your rejection comments here.] So much for circle.com's stated good intentions, in the hope that they can avoid a public posting that demonstrates the true shortcomings of this "Faux" bank and high flying CEO digital wunderkind. Here is our lates installment of an attempt to provide the all encompassing "verification" circle is so interested in obtaining before they lift a finger to assist my wife, a true victim of identify theft. This has been going on since our discovery of the many criminal transactions, of which circle.com was only one of many participants who gave away my wife money with shoddy verification of a crook, while they have put up a wall to prevent us from obtaining information week after week. In an effort to do what they now ask...finally,,,, i.e. send in my wife's verification ID and "selfie" picture (how trendy)...here is the result... Begin forwarded message: From: ***Subject: Re: Last Circle Request (711038)Date: December 22, 2017 at 6:49:39 PM ESTTo: [email protected]: ***
We have been trying to submit information to you.This is our third attempt.1. Verify Link would not allow us to log in to app to submit picture ID and self photo.2. You online “form” with box for message and link for file attachments does not provide a confirmation of submission after submitting message and verification attachments.3. This is my third attempt to communicate and submit information to circle.com which has consumed over an hour of our time (with my husband’s assistance, [he] is somewhat skilled in digital matters).4. You have no customer service telephone capability.5. Your fraud department hides behind a digital wall.All in all dealing with circle.com is a dismal experience, and your company is nothing short of a primitive, sloppy, lazy, digital wannabe player, thinking it can be successful without transparency.I cannot wait to deliver this information to your illustrious CEO who is hiding in some bunker in downtown Boston raising millions without even a phone number.This company is a disappointment, mean spirited, and doomed to fail once that word gets out.Please see two pdf image attachments as follow: ***New York DMV license - government issued picture ID“Selfie” picture as requested by circle.comPertinent Sections U.S. Fair Credit Trading Reporting Act (FCRA)Thank you,***, Esq. (husband) [Attachments:}
Regards
I have been using their app to transfer money between my family and myself. Three days ago they locked my account. The reason giving was under review. I had to call them to find out what was going on with my account. I was advised that they needed information from me to unlocked the account. I have provided the information and my account is still locked and no one is trying to resolve my issue. I have money on this app that I need. I read the reviews on this app and others have had the same issues and never got their money back. I don’t have that option. I am a work from home mom and every penny counts. All I want is for them to unlock my account so that I may transfer my funds into my bank account and I will never use the app again.
November 14, 2017 - The customer’s Circle account was restricted by our internal control triggers and automatically placed in our Risk queue for manual review.
November 17, 2017 - As the customer cooperated fully with our requests by providing the required information, our Risk team completed the manual review required on the account.
The customer was also informed via email on the same date that the account was ready to use. Subsequently, the customer managed to withdraw the funds available on the account so we considered this matter closed.
I used Circle often in 2015. I gave them my debit card information. When I realized I still had $1036.34 in my account, I contacted them to ask them to change the bitcoin into currency and wire the funds back to me. I asked if they needed my card information. They said, they had it and would send it back from whence it came. I asked if it was an old card number would that be an issue. They said it would not as the funds would bounce back if the account was not open any longer. They told me to wait 6 days. The transfer allegedly was made on September 6th, 2017. 6 days came and went and I never heard anything from them. I called my bank several times and they said they never received anything. Circle said they had. I checked with a higher level officer with *** whom I do business with and he made many calls and said that, indeed, that debit card was old, the account had been since closed and the funds never came in (therefore, bounced back to Circle). I called and emailed Circle several times desperately trying to retrieve my money again. They keep telling me *** has the money. *** says they do not because the account does not even exist any longer. I want to receive my funds that they apparently still have. Please contact them. They will not help me and they are being untruthful by saying they do not have my money. Indeed, they are lying and that is, in effect, theft.
I call, I email, I reach out in every way possible daily to no avail. Sometimes they even hang up on me. They need to send me my money, stop stealing it and be held accountable. They are a corporation. They do not need to steal a mother's $1000. It isn't right; it isn't fair; it isn't ethical. And it certainly isn't legal.
To whom it may concern,The customer *** cashed out the funds available on her Circle account to a closed bank account.Circle's customer support attempted to assist this customer in multiple occasions by stating that the transaction was successful and providing the Acquirer's Reference Number (ARN) so the customer could locate the missing payment with the bank (***).The customer’s bank stated that they had no record of the transaction. After careful research, we have uncovered no evidence of the transaction being returned to Circle.Based on the above information, we have decided to reimburse the amount of $1036.34 to the customer.Circle's customer support will liaise with the customer in order to obtain the new bank account details in order to process a wire transfer to the customer's account.
Please let me know if you have any questions.
Kind regards
The company is withholding my funds and being unresponsive to my request to release them.
Hi there,
We are not witholding your funds. After looking at your account, you have a withdrawal transaction of the amount you described that is currently pending. This will complete in 3 or so business days and be available in your bank account.
Thanks
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards