TrustWallet

I transferred 55 dollars from my cash app account to my trust wallet. The fee was 2.44 from Cash app to transfer the Bitcoin in rushed status which was set to take as long as 2 hours.

It would've been 5 and some change to send it priority which would've taken only minutes. I sent it all in the hopes to learn some trading. When I checked my trust wallet after getting a sms notification that the transaction was completed I couldn't find it, my account was empty. After looking around I sent that the charge, of which I had no knowledge of and therefore had no ability to either accept or deny the charge was upwards of 180 dollars.

I tried submitting a ticket after finding there is no live chat option or a phone number to get ahold of customer service and have not received a reply still. I am as at a loss of words.

Not to mention it was the last bit of spending money I have for the week. What a mistake I made by downloading this app!

Very good experience with Trust Wallet Support on Phone, the number is 1'858*386*0008. I sent my problem by email; within a few minutes, support responded to me with a solution.

They were very patient and really fast, it's quite impressive. The app is just beautiful and very easy to use.

I like that Trust Wallet has so many coins and tokens and staking, and exchange opportunities.

Sometimes there is a fail in performing send, receive or exchange, but after a little while it has always worked for me. Because of the hacks in June I am moving my cryptos to Ledger as a secure hard wallet, but will likely use Trust Wallet as needed for exchanges and such.

I have been a Trust Wallet user for about 4 years with no problems. On Nov 9, 2023 I had an approximate balance of $1,722 in your wallet.

I sent a Trust Wallet transaction of Tether USDT ($200) on that day and the $200 was frozen. I'm not sure why because two weeks prior I had several transactions with nothing being frozen at all. On 11/9/23 the $200 was frozen so I reached out to your Live Chat but received no response on that day. I sent multiple Live Chat messages on 11/10/23 and again not one response.

This non-response of multiple Live Chat messages continued for days and on 11/16/23 I finally gave up and did a Google Search for "Trust Wallet Customer Service phone number" and got the following phone number (804) 587-****.

So I called this number and explained my situation but the person offered no valid response of why my Chat Messages were being ignored, but we continued with my reason for the customer support regarding the frozen funds.

The customer support representative (or that's who I thought I was speaking with) asked that I download an App called "AnyDesk" that would allow him to see my phone screen so he could see what was going on with my Trust Wallet account. By the way, the AnyDesk screen even showed verbiage on the login connecting screen regarding TRUST WALLET so I thought I was okay. He saw the frozen $200 and put me on hold so he could research it. He comes back saying there was an "interconnectivity" issue with all the other crypto wallets.

He then says we would have to transfer all my crypto from all my other crypto wallets into the Trust Wallet but he would then transfer them back to the respective wallets I had them in. My other wallets and the balances on the day were the following:

1) Crypto.com - $334.92

2) MEW - $128.22

3) Exodus - $11.24

4) Kraken - $410.59

5) Rainbow - $420.61

We completed all these transfers and he said I would get the Network Fees reimbursed and for me not to worry. He said it would take a couple days for the Trust system to clear out all the issues and he would call me back a couple days later. I never received this call so I called yesterday.

It was quite strange because when I called the 804 number listed above it rang right at his desk each time I called in and I mentioned it was a little strange. His response was that he was assigned to my account and my calls are directed right to him. I was upset because he never followed up with me and asked to be transferred to an Account Manager (Stephen) that I had already spoken to previously who could provide better service. He then said he was not able to transfer me to Stephen because he was the tech support guy that was now handling my account.

I became quite upset and he continued to say he was the only person that could work on my account, so I somewhat settled down because I felt I had no other choice.

He then said I would have to purchase $3,000 worth of ETH to cover all the Network Fees that were going to be needed. He asked for my Debit Card. I said I didn't have $3,000 available on my Debit Card, so he then asked if I had a car. I said "yes", and he said that I would have to sell my car to get the necessary funds to purchase ETH.

I then became irate and asked to be transferred to a management person that could tell me what was going on, but he said he was unable to transfer me.

I then realized I had been scammed. My Trust Wallet account shows $0 balance today.

Here are my concerns:

1) Why the lack of response from your Live Chat? I sent up to 30 messages during these at least 10 days of waiting to ask about the frozen funds and what I could expect. I'm utterly amazed that not one response to any of my multiple messages, not one.

2) This is what caused me to seek a phone number to your Customer Support that led me to the scammer, therefore I strongly feel that Trust Wallet should be accountable and liable for my lost funds.

3) I have reached out to the SEC because I wasn't even sure who the crypt regulators are to file a complaint.

I haven't spoken to anyone yet but hopefully we can rectify this situation prior to me talking to the proper regulator.

4) Now what happens with all these crypto wallets that they obviously have information on?

If possible I would prefer to have a phone conversation to discuss this horrific experience. My phone number is (916) 305-****. If possible please email me the phone number you will be calling me from since I have a phone screener on my phone.

I'm available 8:00am - 4:00pm MT.

I look forward to our discussion.

Regards,

Ben H. Mendoza