Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I invested almost $2,000 in cryptocurrency, and it turns out the AnchorUSD has disappeared. I can no longer open the app or see my balance. I want my invested money back.

  Business Response

  Date: 05/30/2025

  We've received the user's complaint and have already provided them a direct link to download the app on May 28th. We consider this matter resolved on our end.

• Initial Complaint

  Date:01/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A month ago I tried to withdraw my funds and found my account was locked. I messaged their support team who told me that they will look into it, but I never got a response back after the initial one.

  Business Response

  Date: 01/10/2025

  The user needed to be reviewed by the Risk & Fraud team for potential high risk or fraudulent activity. The team reviewed the account and found it to not present high risk. We restored access back to the user on **********.
  

• Initial Complaint

  Date:12/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was locked out of my account I sent email to Anchor support. They emailed me back. I responded and they told me they had to look into this matter and since then I have heard nothing. The forget password link never works. I never get any link to reset my sign information ever. I want my money that is just sitting in my account. I purchased *** crypto on anchor years ago roughly 4/5 thousand dollars worth at this point is worth alot more.and I want my access to my money. I've been extremely patient about this. I want someone to contact me and give me access to my money.

  Business Response

  Date: 12/03/2024

  We were able to find the user's account under a typo'd email address (they put ".comm" instead of ".com"). Because of the typo, we weren't able to find their account nor were they able to receive any automated emails. The last communication from them was from 2022. 

  We've gone and corrected their typo'd email address and restored access to their account.

• Initial Complaint

  Date:11/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contacting me about having a .01 BTC about 900 usd negative balance after several years have gone by. I never borrowed any money from them. I withdraw my funds and never used their app for anything after that I felt it was unsafe to hold funds with them. I got a email from them recently and I responded that theres no way I could have incurred a negative balance please explain how I got it. They sent a AI generated email , saying I need to clear a negative balance in order to use their app, robot voice. I sent another reply asking again how this happened still waiting. Stay away from this company

  Business Response

  Date: 11/27/2024

  The user initiated then canceled the following three BTC withdrawals, but they all executed despite the users BTC balance only being sufficient for one of the transfers:
  2021-03-18 14:23:11 for 0.003416 BTC **********************************************************************************************************;
  2021-03-18 15:50:45 for 0.003416 BTC **********************************************************************************************************;
  2021-03-18 15:55:56 for 0.00341 BTC **********************************************************************************************************;
  

  There was a bug / vulnerability around that time, and we've deduced that the user must have double-tapped cancel or something similar to cause this duplicate withdrawal. The fact of the matter is that through this bug, they were able to withdraw three times the amount they purchased. We are within our rights to request the return of these erroneously sent funds. 

  We have provided the user ample evidence to support this claim, and the user has even admitted they should not have been able to make three withdrawals successfully. They are simply upset that they are not being allowed to get away with stealing these funds. It is also hard to imagine they did not notice the three duplicate BTC deposits to their destination wallet, meaning they likely were aware of the situation years ago and did nothing to rectify this obvious error. That is theft. 

  Additionally, we never have nor will use AI to write or send our notifications. It sounds robotic  because that is how comms from highly regulated financial institutions sound. 

• Initial Complaint

  Date:11/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled a coin purchase and it was never withdrawn from my bank account but ********************** decided a year later to credit me the coins without asking me if i want yhem or no even that i cancelled the transaction and now they charging me intrest and forcing me to give them money. They forced me to accept an agreement to long in to my account and than teo days later they telling me i accepted the agreement to give them money . i want them to taje their coins back the way they gave it to me since i did not ask them to credit me something i have proff i canceled the transaction. They refuse to cooperate and this is fraudulent thing because they never contacted me to ask me do you want this coins even that you canceled the transaction. All i want is for them to take those coins back the ones day asking me to pay for them and plus they put interest. Please help

  Business Response

  Date: 11/15/2024

  Back on April 16th, 2021, the customer attempted to purchase ******** TRON (symbol: ***) for $100.00 USD. The deposit failed, however the transaction was stuck in a "Pending" state until we finally were made aware of the situation on 2023-08-08 and corrected the status, that is set it to Failed. At the time, we used to credit our customers' balances immediately with the purchased coins in the assumption that the deposits would succeed. This was industry standard in 2021. 

  Setting the failed Deposit status to failed had the result of reversing the *** purchase. In the elapsed time, the customer had either withdrawn or sold off her balance in ***, resulting in a negative balance of 669.1417 ***, which we are now asking the customer to pay back.

  This is all we are asking, that the customer pay back the funds she was erroneously credited due to her deposit failing. She has been allowed to use funds she did not pay for, and we are requesting them back.

  
  

• Initial Complaint

  Date:03/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Holding my money hostage, multiple emails to support and either a generic response or no response at all:cases emailed to them:105356 ****** ****** Have $6,198.74 in funds that they are refusing to let me withdraw.

  Business Response

  Date: 03/11/2024

  We've communicated with the customer multiple times that their account no longer meets our eligibility criteria. Specifically, their balance is not reliable due to very high number of failed payments (30), one reversal, deposit cancelations due to insufficient funds (18), and high number of overall deposits (273). Customer has used high number of banks to deposit and has accessed our service from networks/IPs known to be fraudulent.

  Per our User Agreement, we will be freezing any remaining **** and crypto funds on their account while we continue our investigation of the account and transaction history.

  We are unable to provide a timeline for when and if these funds will be released. We also reserve the right to seek legal recourse regarding this customer's account activity and the resulting owed funds, as well as any defamatory statements made publicly regarding Anchor and its business activities. 

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21384281
  
  I am rejecting this response because:

  I am happy to assist with any and all information needed for Anchor to complete its investigation.

  I am a client of theirs since 2021, and have stuck with them through their multiple banking partner changes and issues, was level 3 verified with them.

  All accounts historically linked with their platform are still open and under my ownership ( happy to provide proof of ownership).

  All accounts links with the platform were performed either through plaid ( which requires to verify ownership of the outside account) or through trail deposits and withdrawals ( also requires access and ownership of the outside account).
  

  With this BBB complaint they easily looked up my account history, transactions etc, so just asking for a reasonable time period to audit and complete their investigation and return the funds and/or an explanation or how they got to the remaining funds to be able to be withdrawn.

  Sincerely,
  

  
  *********************

  Business Response

  Date: 03/19/2024

  We have completed our investigation and have concluded that this customer has acted in bad faith with the intent to defraud Anchor. As such we have decided to freeze all remaining funds on their account to protect against potential future chargebacks from fraudulent purchases. We also reserve the right to seek legal recourse regarding defamatory statements made publicly regarding Anchor and its business activities.

• Initial Complaint

  Date:03/06/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am unable to withdraw my money from this company. When I try to withdraw the app hangs and does not complete. All I want is whatever money in the account that already belongs to me.

  Business Response

  Date: 03/06/2024

  We responded to ********************* on Friday and resolved his issue on Monday. He was always able to withdraw, there was just confusion caused by a display issue in the app. Additionally, as he had contacted us at the end of our business hours on Friday, we were not able to respond to followup until after the weekend on Monday.
  

  Customer Answer

  Date: 03/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I deposited money into this cryptocurrency AnchorUSD yet it does not allow for withdraw. The communications recent say that it is no longer allowed in ******** (my state) and that I can still withdraw BUT it says if withdrawing to my bank does not work then it recommends withdraw via blockchain. However, there are fees for back and forth conversations AND if it is no longer allowed in my state it should be refunded without issue. It does not allow for me to upload my photo for ability to withdraw and it is now written all over the internet that this company does not process withdraws. Latest website known for AnchorUSD is ****************************************

  Business Response

  Date: 06/20/2023

  We were able to resolve the underlying issues affecting this customer's ability to withdraw. They were ultimately successful in withdrawing their remaining balance out to their bank.

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20099020
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  I was issued a partial refund as I was informed I only was allowed 30 days to remove any funds but I am at a loss without an option to gain or recover at minimum.

  Again this was a requirement to withdrawl within 30 days or loose ever everything but I am at half loss under those requirements. 

  Business Response

  Date: 07/25/2023

  From what we can understand, the customer is asking for a refund of all the crypto currency they ever purchased on our platform, due to the fact that we are no longer able to provide trading services in their state or region. This is not a request we or any other crypto trading platform would sensibly consider. 

  While the customer was not able to purchase or trade crypto, they retained the ability to withdraw their assets via the blockchain to outside wallets. Thus they could have, had they elected, simply moved their cryptocurrencies to another service and maintained their investments. We shared with them instructions on how to do so via this help center article: **********************************************************************************************************

  That said, on May 24th we informed the customer that their withdrawals were re-enabled and that they had 30 days to withdraw their funds. We also gave them instructions on how to withdraw crypto via the blockchain or via bank transfer.

  On May 31st, the customer elected to liquidate their assets and withdraw out to their bank. On that same day, their bank transfer was successfully sent to their bank account. They thanked us for our assistance, and a few days later we closed their account as all their funds had been successfully withdrawn.

   

• Initial Complaint

  Date:02/17/2023

  Type:Product Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They make it impossible to withdraw money from their app and don't reply to your support tickets.

  Business Response

  Date: 07/05/2023

  Customer's account is still undergoing additional KYC/AML review. We can only accept a **-issued drivers license, ** state ID, or a ** passport as form of ID. Customer has provided a permanent residency card, which is not accepted. We've advised the customer as such, and have yet to receive a response. Customer is also unable to log in due to Two Factor Authentication, for which we provided instructions on how to disable. We're still awaiting the customer's response.

• Initial Complaint

  Date:09/26/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been in process of filing tickets and waiting for this business to allow me access to my OWN money that I've deposited around june 2021 and currently it's september and after tons of support tickets that I have filed over the time, I haven't received any resolution, just bunch of questions that I've answered over and over and then waited months for a response to just repeat the question they asked last time, this is getting frustrating and I DONT know who can help me so I'm filing here, they're still doing business so didn't run away as I thought but I don't know why they're not working on their support team, It's not that hard.
  I haven't been able to withdraw my money due to a bug in their app that doesn't allow it to send code to my email but when I file support tickets I receive confirmation in my email so it meants there are problems within their application which they have to fix but they would rather ignore those problems...
  Please have some sympathy...
  

  Business Response

  Date: 12/14/2022

  Business Response /* (1000, 14, 2022/12/14) */
  User was engaging in identity theft, ticket has been addressed by Anchor support staff