Business Profile
Cryptocurrency Exchange
CoinberryThis business is NOT BBB Accredited.
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Complaints
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Complaint Details
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Initial Complaint
05/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
The nature of my complaint is regarding getting my password back I go through it it says success I go back in my email and it hasn’t gone there so then they request to have it changed. It doesn’t go to my email.Initial Complaint
19/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
For over 2 years the company is not allowing me to login - view my funds or withdrawal any of it. Dozens of emails gone unanswered and the ones that are answered stick me in a cycle of verification that does not stop. I am just in a loop **** **** ** *** ***** ************* * **** **** *********** **** ****** ** ***** **** ** **** * ***** * *** ****** I believe the value of my wallet is about 300-500$ or more I have not been able to access it for years. I want my MONEY BACK - IT WAS MINE TO BEGIN WITHInitial Complaint
04/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I deposited 300 and 136.77 CAD in Coinberry on Dec 21st and I still have all the emails since that day and now I've been locked out of my account and have emailed them earlier saying I would file a complaint against them if they didn't call me asap and they haven't called me so here I am. These 2 amounts were then sent via crypto the first one by ********, a 2nd one by ******* and a 3rd one by ******** again to 3 different addresses or maybe the 2 ******** are the same I have them saved in screenshots and emails because they have now locked me out of my account so I really need those funds back and I have been ********* them over and over *** **** *** ******* **** *** *** *** *** *** **** *** ******** ** *** **** ***** *** * ******* **** **** ***** ***** ************ *** ******* if you could tell me how to go about getting my funds back * ** ** *** ********** *** **** *** **** * ***** * **** * ******** ********* ** ******* ****** **** ****** **** *** ***** ****** * **** *** **** ******* ** ****** * ***** ** ***** ********* ******* *** **** ******** **** * ***** **** ***** ****** ****** *** * ****** **** ***** ***** **** ** ** *** *** *** **** *** *** **** ** *** ****** Sincerely *** ******* P.S. if you need any more info like any pictures or forwards of the proof and emails between me and them since the 21st of December I have everything saved and can provide anything.Customer response
12/01/2023
My name is *** ******* and I put a complaint in roughly a week to 10 days ago but Coinberry has refunded me the money. They did roughly a few days after I placed the complaint so if you contacted them thanks it worked.Initial Complaint
06/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
I tried to close my account and withdraw the remaining funds. Coinberry sent me a Lodgement receipt - International Money Transfer on 24/05/2022. My bank has still not received the funds.Business response
24/06/2022
We have reviewed the client's account and noticed the client's account activity doesn't align Coinberry's risk appetite and therefore we have decided to terminate the relationship with this client. As this is part of an internal review or investigation, we cannot provide any further details. Given this assessment, there are no further actions that can be taken, and we therefore deem this issue to be resolved.Customer response
27/06/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not consider the issue to be resolved as I still haven't received the transfer of the remaining funds from my "now closed" Coinberry account to my bank.
*** **************** *********Business response
28/06/2022
We have reviewed the client's account and noticed the client's account activity doesn't align Coinberry's risk appetite and therefore we have decided to terminate the relationship with this client. As this is part of an internal review or investigation, we cannot provide any further details. Given this assessment, there are no further actions that can be taken, and we therefore deem this issue to be resolved.Initial Complaint
04/03/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Coinberry has in place automatic deposit for EMT which has proven to be problematic, since they have in place "Rules and Regulations" restricting transfers. On February 25, 2022, I transferred $3,000 to Coinberry from my account which does not meet their "Rules and Regulations". I contacted Customer service and was told that upon completing the necessary forms, funds would be deposited into my Coinberry account and that I would be able to use this account for future transactions. Later, I was contacted by another agent who said the option offered was not available and that I needed to call my bank to stop the transaction. Stopping an EMT for automatic deposits is not an option and Coinberry customer service should know this. I have provided all information requested pertaining to the transaction for a refund and upon following up, I have not received a reply to any of my e-mails to customer service and the complaint department. In their initial communication it states they could take up to 30 days to reply with a refund. In the "Legal" on their site it says 14 days. As none of the communication has been consistent, I visited the review section ********* and other sites and this seems to be common practice for Coinberry. As a small business owner trying to survive through the negative impacts of the lockdowns, it is so disappointing to even consider that these funds are ****** and that now I will have to contact all regulating bodies to bring awareness to this practice by Coinberry.Business response
09/03/2022
Consumer Response /* (2000, 5, 2022/03/08) */ Please note that Coinberry has refunded the funds.Initial Complaint
28/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I sent a transfer from ******* to Coinberry as ******* informed all customers that they could no longer deal with Ontario residents. I followed the directions step by step on Coinberry's site, thankfully taking screenshots all along the way. It seemed very straight forward, but I was initially told that my transfer was incorrect, having send BTC to an ETH wallet, yet I followed the directions exactly as described on their app, and of course, i have the screenshots to confirm. When the transfer didn't arrive, I emailed the customer service dept, was told I was out of luck initially, and then after a bit more prodding, was told there was as a recovery they could help with. We have since exchanged over 120 emails, with their Customer Success Hero's continuing to tell me that the recovery is underway, and it will take another week or 2. I have heard this now for 8 straight weeks. I have requested a phone call over 20 times by email. I did have a call from Nauman (unfortunately I wasn't able to answer it) but his VM said he would call back the next business day. He didn't. Nadia finally called me with the rep that was able to recover the funds, Chris. Chris said now they have sorted out the mixup, something about Baby Bitcoin (never heard of this) vs ******* Backed Bitcoin. Anyways, told me to open a Metamask wallet, send them the ETH address, and all would be recovered in short order. This was 10 days ago now. I have emailed 4 more times, no response now. The lost funds amount to about $2000 USD. Was more, but their delays continue to hinder the value. Their phone number is pure automated, no reps for incoming calls. The VM says to request a call on an email to them, unfortunately I've tried that many times, no such luck. I am at a loss on what to do next. ************************************************************************************************************************************************* Would appreciate any help in resolving this. TimBusiness response
07/03/2022
Business Response /* (1000, 5, 2022/03/03) */ We have reviewed the client's account and noticed the issue was resolved on March 1, 2022. Given this assessment, there are no further actions that can be taken, and we therefore deem this issue to be resolved. Consumer Response /* (2000, 7, 2022/03/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Shortly after submitting my complaint, the funds were recovered. Sad it took 130 email exchanges prior to this, but happy it is resolved.
*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. ↩
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
13 total complaints in the last 3 years.
0 complaints closed in the last 12 months.
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