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,
*** ***
Hi there, We are not witholding your fundsAfter looking at your account, you have a withdrawal transaction of the amount you described that is currently pendingThis will complete in 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 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.esend 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, at 6:49:PM ESTTo: [email protected]: *** *** *** *** *** ** *** ***
We have been trying to submit information to you.This is our third attempt Verify Link would not allow us to log in to app to submit picture ID and self photo 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 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) You have no customer service telephone capability 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.SFair Credit Trading Reporting Act (FCRA)Thank you,*** *** *** ***, Esq (husband) [Attachments:}
Regards,
* *** ***
We are sorry that Mr*** was not satisfied with our response, and we regret that we were not able to speak with him furtherWe 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 CircleIdentity 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 addressIt would be within our customer user agreement to release account information directly to herWe look forward to hearing from her
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 accountWhile we had already identified and stopped the fraud, we were prevented by our privacy
policies from discussing account details with a third partyAfter 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 NovemberWe 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 responseWe 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 ESTCustomers also have the option to contact us via message and our timeline to respond is working hoursOur 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-Circl...⇄ . If we can provide any further clarification regarding this issue or Circle’s business, please do let us know
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 balanceMr*** is free to remove the money in their account as he requested
This customer completed a withdrawal of her full Circle account balance to her linked checking account at 1:30pm ET, today, September 8, 2015.Her funds have been returned in full and this issue should now be resolved
Hi, The "industry standard measures" described in the rejection do not existEach company applies KYC and transaction policies differently*** operates in its own way, with its own technologiesIn this case, when personally identitifiable information and financial account information are stolen, the degree to which Circle can step in and prevent fraud is drastically minimized.We're constantly improving our fraud prevention technologies, and like it was stated in the response, we'll continue in that effort.Thanks,***
Hello ***,We are very sorry to hear that your card information has been stolen and charged without your knowledgeCircle is a payments company that facilitates payments between friends and companies online and in smartphone apps. We do our best to validate the identities and authenticity of
all information used to open an account, it is important to note that the transaction was initiated by someone with full card information including security codes and billing locationPlease be sure to reach out to your card provider to report that it has been compromised.With your help, Circle can find the account that used your cardWe will prevent them, and anyone connected to them, from continuing to use Circle for these purposes.To help us track them down, we would need:- The amount of the charge(s)- The last digits of the card number- The card brand (*** vs ***)- The date of the transaction(s)Our Account Services team will investigate this matter as soon as you provide that informationWe will then follow up with you to let you know whether we found the transaction(s) in question and discuss next steps.Please submit this information to [email protected]. You are also welcome to call in and provide the answers to those questions over the phoneIf you would prefer that, you can call *** between the weekday hours of 10:00AM and 4:00PM EST to talk with our support team.Best,***Team Circle
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.] credit has not appeared in account as of this writing
Regards,
*** ***
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 fraudThey 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 aftermathof 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 - U.S.C subsection 1681g (4) ( d) - "Summary of Rights of Identity Theft Victims
Regards,
* *** ***
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,
*** ***
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 transactionAfter 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 $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,*** ***
On December 1, 2017,Mr*** *** sent $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 systemSystem.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 $was processed on December 12, so Circle considers this complaint to be resolved
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 # [redacted].
There are industry standard measures that established financial transaction companies such as [redacted] use that would have prevented what happened to us.
Regards,
[redacted]
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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
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.
Business Bureau:
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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
We have reimbursed the customer the full amount of $75. It's worth noting that when customers sign up with our service that identity verification is required based on our Compliance and Risk rules. This is why that information was asked.Thanks! And apologies for the frustration!
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 #[redacted]. 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,
[redacted]
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,
*** ***
Hi there, We are not witholding your fundsAfter looking at your account, you have a withdrawal transaction of the amount you described that is currently pendingThis will complete in 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 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.esend 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, at 6:49:PM ESTTo: [email protected]: *** *** *** *** *** ** *** ***
We have been trying to submit information to you.This is our third attempt Verify Link would not allow us to log in to app to submit picture ID and self photo 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 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) You have no customer service telephone capability 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.SFair Credit Trading Reporting Act (FCRA)Thank you,*** *** *** ***, Esq (husband) [Attachments:}
Regards,
* *** ***
We are sorry that Mr*** was not satisfied with our response, and we regret that we were not able to speak with him furtherWe 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 CircleIdentity 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 addressIt would be within our customer user agreement to release account information directly to herWe look forward to hearing from her
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 accountWhile we had already identified and stopped the fraud, we were prevented by our privacy
policies from discussing account details with a third partyAfter 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 NovemberWe 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 responseWe 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 ESTCustomers also have the option to contact us via message and our timeline to respond is working hoursOur 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-Circl...⇄ . If we can provide any further clarification regarding this issue or Circle’s business, please do let us know
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 balanceMr*** is free to remove the money in their account as he requested
This customer completed a withdrawal of her full Circle account balance to her linked checking account at 1:30pm ET, today, September 8, 2015.Her funds have been returned in full and this issue should now be resolved
Hi, The "industry standard measures" described in the rejection do not existEach company applies KYC and transaction policies differently*** operates in its own way, with its own technologiesIn this case, when personally identitifiable information and financial account information are stolen, the degree to which Circle can step in and prevent fraud is drastically minimized.We're constantly improving our fraud prevention technologies, and like it was stated in the response, we'll continue in that effort.Thanks,***
Hello ***,We are very sorry to hear that your card information has been stolen and charged without your knowledgeCircle is a payments company that facilitates payments between friends and companies online and in smartphone apps. We do our best to validate the identities and authenticity of
all information used to open an account, it is important to note that the transaction was initiated by someone with full card information including security codes and billing locationPlease be sure to reach out to your card provider to report that it has been compromised.With your help, Circle can find the account that used your cardWe will prevent them, and anyone connected to them, from continuing to use Circle for these purposes.To help us track them down, we would need:- The amount of the charge(s)- The last digits of the card number- The card brand (*** vs ***)- The date of the transaction(s)Our Account Services team will investigate this matter as soon as you provide that informationWe will then follow up with you to let you know whether we found the transaction(s) in question and discuss next steps.Please submit this information to [email protected]. You are also welcome to call in and provide the answers to those questions over the phoneIf you would prefer that, you can call *** between the weekday hours of 10:00AM and 4:00PM EST to talk with our support team.Best,***Team Circle
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.] credit has not appeared in account as of this writing
Regards,
*** ***
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 fraudThey 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 aftermathof 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 - U.S.C subsection 1681g (4) ( d) - "Summary of Rights of Identity Theft Victims
Regards,
* *** ***
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,
*** ***
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 transactionAfter 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 $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,*** ***
On December 1, 2017,Mr*** *** sent $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 systemSystem.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 $was processed on December 12, so Circle considers this complaint to be resolved
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 # [redacted].
There are industry standard measures that established financial transaction companies such as [redacted] use that would have prevented what happened to us.
Regards,
[redacted]
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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
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.
Better...
Business Bureau:
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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
We have reimbursed the customer the full amount of $75. It's worth noting that when customers sign up with our service that identity verification is required based on our Compliance and Risk rules. This is why that information was asked.Thanks! And apologies for the frustration!
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 #[redacted]. 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,
[redacted]