Crypto.com Customer Support Review

Hello all, the following was my experience going through a card upgrade with Crypto.com.

I had most of my CRO locked up in the defi wallet and was in the process of waiting the 28 days to move it over. I had a few more just sitting in my regular wallet and figured I’d put them in the 6% staking for a few days since customer service had confirmed that they could be pulled out easily and added to my card stake:

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I informed them that I had never received my original card from time to time and they assured me it was on its way and that it was just supply chain issues. Well, I kept checking in and they ultimately conceded that it was “lost”. This was a pretty big inconvenience, but I understood there were supply chain issues and was willing to give them a pass. I told the rep to just hold off on sending another card at that tier because I would be upgrading at the end of the month when my defi stake cleared:

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The time comes, I message them a day ahead of time because I know how slow support can be. I want to make sure they’re ready when the defi stake comes over:

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I noticed them taking an extraordinarily long time to update the stake, so I reached out to confirm that I would remain eligible if the market crashed in a few days. They confirmed this:

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Even more time goes by. At this point I think it’s day 2 or 3 of messaging support for updates. Then I get the message below where they claim I’m no longer eligible:

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I continue to explain to the CSR that this account has already been locked in and that it’s a done deal. There must be some confusion on their end. I let them know that if they wait for another three days, I may no longer be eligible so it’s very important the account is noted as already locked in. The only reason it has been updated yet is because support is dragging their feet:

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Finally, they get it together and confirm that my new card has been issued and will be received in 7-14 days. It was a huge time sink even getting to this point, but at least it was done:

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Or so I thought… After about another day or two of waiting and asking why my status hasn’t changed, I get this:

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They took away my card and are refusing to correct the situation. Honestly, I don’t know what I expected. I feel kind of foolish for trusting a company like this in the first place.

TLDR:

Crypto.com support bounced me around for days without resolution. In my circumstance, they never sent my original card. After they flubbed that, they confirmed an upgrade was taking place and then never updated my account. Ultimately, they waited 4 days until the market crashed and knocked me out of eligibility for the upgrade despite already promising the new card had shipped and card stake was locked.

I gave this thing my best shot, but decided that this a company that only cares about advertising and onboarding more customers. They could care less about existing customers. This is just my opinion based on my own experiences.

Crypto.com wasn’t a good fit for me as I found the customer support to be dishonest and lacking in accountability.

This took a lot of time to write up and I didn’t do so just to rustle the feathers of CRO investors. I genuinely hope the best for them, but I do feel it’s important that people know what “support” is like with this company.

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48 thoughts on “Crypto.com Customer Support Review”

  1. Im a massive CRO shill and this is one of the things that i get a lil worried about. The CS officers seem to be not very knowledgeable in terms what they can/can’t do. Its worries me that they are more focused on advertising whereas they lack some of the simple things in their services.

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  2. At a company I used to work for, the saying was always that getting a new customer costs 5x more than retaining an existing one… yet almost all crypto companies put waaaay more effort into signing new customers, than keeping existing ones happy. How many decent customer service reps could you pay for with the cost of a SuperBowl ad?

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  3. Coinbase customer service isn’t much better. My issue has been transferred to a “specialist”. These crypto exchanges are horrible at CS.

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  4. Sorry this happened to you. I’ve dealt with their customer support several times and have never received proper answers. I just stopped using them.

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  5. I’m someone rooting for CDC to succeed, but there is a huge issue with their approach to support. I’ve voiced this concern on CDC’s sub multiple times, only to be downvoted by silly fanboys who think mindless positivity will take the price to $3.50.

    The community needs to be more vocal about these issues and CDC will either respond and correct, or will just ignore and keep burning through their marketing budget until they find themselves just one in a sea of barely average, second-rate options for people to consider.

    I really do hope they figure out how powerful word of mouth is before it’s too late, because the product is great if you don’t run into any snags.

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  6. I’ve never had a bad experience with cdc Cs. You’ll get better help if you go through the telegrams and talk with the admins.

    I was waiting for my rose gold card and I msged them about it and they literally pulled it out of the pile and express posted it to me

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  7. I dealt with bad customer support rep with CDC. Dude only knew the bare minimum and kept saying “it is the rule”. I then asked to give me a link of that rule. No reply. I eventually got a different customer support rep who got everything going smoothly.

    Their customer support definitely needs work, but I believe it’s fixable when given more time and cryptocurrency becomes more and more mainstream

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  8. I got mass downvoted for posting something similar on the crypto.com subreddit.

    I provided screenshot proof of their CS straight up lying to me, and everyone in that subreddit kept saying I was wrong as crypto.com could never be wrong about something. I even provided further proof via screenshots and people still weren’t believing me.

    I still use the CDC card because it’s good, but their CS is absolutely horrible and I’m halfway through my Ruby stake and still haven’t received a card yet.

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  9. Here’s my experience with them

    I open up an account and after I send it all the documents and pictures it seems like theres an error. I contact support and apparently because my phone number is USA and I reside in Canada I cant open an account without a Canadian number. Anyways I tell them to close the account and forget about it

    Months go by I get a number and give it another shot. For some reason the account synced with my old email and said I had to use that. So it does the number glitch again. I tell them that to just change the number on the account to the Canadian one, send in the documentation and though its done

    Support messages me and says they cant do that so I have to close this account that was supposed to already be closed and to open a new one. I send in all the verification shit like my picture etc. But due to their strict policies the 4-5 different pictures I sent arent up to par (either tiny part of elbow missing or whatever). I just tell them to fuck off in polite terms because the account doesnt technically exist and that im done.

    Still havent closed my account that was never fully opened. Should get around to it one of these days

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  10. I may be dumb, but, how do you actually get a human to interact with? Any question I have about my card status can only be answered by a boy using this automatic text message selection,which does not help…

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  11. I’m done using Crypto.com. I was told via email that I would receive a 1099-K tax form but never did.

    I then got another email, saying that I should disregard the first 1099-K form, which I never received, and that they would send me a revised one by January 31st.

    I never got the revised tax form either, so I contacted customer support. After a long and drawn out discussion—which took place over three days—their customer support team informs me that Crypto.com is no longer providing 1099-K tax forms to their customers.

    The Crypto.com exchange is unavailable in the US, so I cannot generate an API key, which I could use for tax purposes on Koinly. Also, the Crypto.com website is barely anything at all and offers virtually no help or resources.

    Now I must manually sort through all of my trades and figure it out the hard way.

    Say what you want about Coinbase, but I linked my account to Koinly and everything automatically synced. And Coinbase Pro was just as easy. I generated an API key and boom. Done.

    I’ve had nothing but bad experiences using Crypto.com, and I’m tired of it.

    I totally agree with you OP. Crypto.com seems to care more about advertising and onboarding new clients.

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  12. I encountered a glitch of some kind during registration with Crypto.com. After completing document verification (was accepted) for some reason whenever I tried to log in it would take me back to the start of the registration process.

    Contacted support about this. Never got a reply. This was more than six months ago. Exchanges only get one chance with me, so never looked at them since. Probably blowing all the Customer Service budget on gimmicky Ads and Reddit Shill Bots.

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  13. I think a lot of the support has to do with how much your CRO or account is. I got lucky and won a lottery, and put a lot of it into CRO. They were very fast to reply, very helpful, etc. When I was getting my first 400 dollar card, it took very long to get support and I feel like the support was half assed.

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  14. Big companies and script monkeys basically.

    Don’t get me wrong, I like crypto.com and the card but the support isn’t really much different to any other large company

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  15. As a big CDC fan i really appreciate this post. They will do this until they get burnrd. And in the long way it will cause them loss. If people start complaining then they will need to act and improve.

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  16. It’s been mentioned a lot that CDC support is terrible, but it’s never been written up so well. Everyone says what happened, but it just sounds like a basic issue. This is the most effective write up that actually demonstrates the true horror of their customer service. If it’s this bad, I can’t imagine what it’s going to be like as they onboard more and more users and he even more bogged down.

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  17. >I gave this thing my best shot, but decided that this a company that only cares about advertising and onboarding more customers.

    So like any company in the whole world. Money above all.

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  18. I’m glad you took the time to post this. I dont think they are bad per se but that CDC does not put much effort into the app infrastructure. The support is no better than an relay, because they can never do anything, other than relay your message to other unknown department.

    As much as I like CDC, they really need to get their act together less they start losing business. the biggest right now for me is the inability to do a ach pull for instant deposit. They had a blog in dec saying that it will rolled out. Its nuts because

    1. not just me but people can’t buy anything unless they push it from their bank which can take up to 3-5 days. So that everything needs to be plan ahead. the only time I purchase from them now is for CRO. And its pain, because I have to buy xlm from coinbase, transfer, and resell it for stable then purchase cro.
    2. because of this my cc is essentialy useless because I cant freaken pull fiat.

    enough rant, sorry.

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  19. I appreciate you posting this, and I hope it gets the attention it needs.

    One of the funny things about crypto.com is the fact that their customers are also investors, since a lot of them had to buy CRO and stake to get their cards.

    Consequently a good chunk of their customer base is afraid to say anything negative about the company for fear of negatively impacting the value of their investment.

    Rather clever business model to be honest.

    The thing is, they forget that they’re not just investors, they’re customers who are paying for a service. And if Crypto.com isn’t providing that service and support in a satisfactory fashion, then they *should* complain.

    In the long run facing and addressing the company’s shortcomings and dealing with them will lead to better sustainable growth than pretending these issues aren’t prevalent or trying to hide them from getting attention.

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  20. Damn that sucks, I was in your position and had customer support do exactly what you wanted and it worked. I have found that there customer support seems to be a coin flip on whether the person will take the time to help you properly or just try to close your ticket and move on. I would honestly keep opening tickets and show them screen shots, eventually one of them will approve it.

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  21. I straight up havent been able to buy via my bank account, or any card in crypto. com for months. After trying to talk to support multiple times and them saying something like “just give it a couple days and try again” or “try another form of payment” i just gave up. My crypto. com card is now my spotify card, where I just keep cycling the same $10 over and over until I can unstake my CRO.

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  22. Sucks you had a bad time with support. My issue took a little while to resolve but it worked out smoothly once they hit my number in the queue.

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  23. Also be aware that if you just invest the minimum CRO to get the card (mine is Ruby) & do nothing else like fund the card or use their other services, your card benefits will be cancelled.

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  24. I’m going througha situation with them at the moment and having a very similar experience. The advisors are fucking clueless.

    I showed screenshots clearly indicating that I had £40 missing from my account. This was about 4 days ago, and they still haven’t resolved the situation. Every 12 hours or so I get the “thank you, I have forwarded to the relevant team for investigation” after they try to say there’s no missing money.

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  25. It’s sad that the customer service is like this. One day you’ll speak to somebody who seems super helpful and then the next day, someone new says “oh no we can’t do that”

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  26. No worries you just have to wait min 2 months on the card and you can’t ask why because you get back at the begining of the support every time so hodl my term is almost over before u get my card so you have to look at those days for when the card comes 180

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  27. My account was hacked months ago. I had the exact experience trying to recover my funds. Would take days sometimes to get a response back from the chat. They literally don’t have a way to speak with a human on the phone. It took about 7 days and multiple different reps to basically say “too bad”. Their customer service and security is dogshit. I deleted the app and will never ever use them again.

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  28. I made a $100 deposit and for 3 weeks after I had to prove it. They drip feed you steps instead of telling you everything that’s needed all at once. This results in days worth of delays because their response time is so slow.
    Not sure how they think people want to deal with a company that makes you prove the money you send them was sent by you…
    I got it in the end but I shouldn’t have to provide them with an investigation on their missteps.

    Also during this time frame I wanted to throw the money on GALA while it was pumping. The money would’ve more than doubled. It’s not a huge sum but still, they shouldn’t hold their customers back on gains.

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  29. Tag them on Twitter and you will most likely get it taken care of. You have to blast these companies publicly to get any kind of help.

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