CRO Reddit Mentions | ChartExchange

I've been using Crypto.com for years and, until now, I actually had mostly positive experiences with customer support. Whenever I had questions or smaller issues in the past, I generally received helpful responses relatively quickly.
But the way my current situation has been handled is completely unacceptable to me.
A few months ago, I fell victim to a phishing attempt. Shortly afterwards, unauthorized payment attempts started appearing. I immediately contacted Crypto.com at the time, and the first small unauthorized transaction was refunded as a gesture of goodwill.
Since then, there have been several suspicious attempts to use the compromised card. Over the past few weeks I also received several SMS messages pretending to be Crypto.com security alerts, claiming that a new login from Istanbul had been detected. I recognized these as phishing attempts and never provided any passwords, authentication codes or other account information.
A few days ago, another small pending transaction appeared, apparently from the US. Then, on August 7, multiple further unauthorized payment attempts were made. Eventually I received an authentication SMS for a payment of 220 AED to Dubai Digital Authority.
I immediately disabled the card myself through the Crypto.com app and contacted support.
And this is where the real frustration started.
It has now been more than three days since I first contacted support about this incident.
During that time:
\- I have spoken to several different support agents.
\- I have repeatedly explained the exact same situation.
\- I have sometimes waited up to nine hours for a response.
\- Responses are often extremely short and poorly translated.
\- I am repeatedly asked what my problem is, despite having explained it in multiple messages.
\- My card was eventually changed from inactive/locked to closed without any meaningful communication with me.
\- A €50 fee was charged and then refunded shortly afterwards, again without any explanation.
\- I received a €1.95 provisional credit which appears to relate to the original transaction from months ago, rather than the current security incident.
At this point, I feel like I have done more to protect myself than the support process has done.
I identified the phishing attempt, refused to provide any authentication codes, disabled the compromised card myself and repeatedly contacted Crypto.com.
All I need now is a replacement card and confirmation that the compromised card is permanently unusable.
This should not take three days.
What makes this even more frustrating is that I actually had a very different opinion of Crypto.com Support before this incident...
I would also really like to know whether Crypto.com representatives monitoring this subreddit can explain what is currently happening with the support process. How is it possible that a security-related card issue can remain unresolved for more than three days, with multiple agents apparently not even understanding the same basic problem?
And unfortunately, this has consequences for my relationship with the platform.
I have now ended the CRO staking associated with my Ruby/Plus card. I am back on the Midnight Blue/Basic tier, and I don't intend to continue using the Crypto.com card for my everyday payments.
More importantly, this incident has seriously damaged the trust I had built up in Crypto.com over several years.
My long-term plan is now to reduce my use of the platform as much as possible and, once I can reasonably liquidate my remaining CRO holdings, I am seriously considering leaving the platform entirely.
That's not because of one bad support interaction. It's because when something actually important happened, I needed Crypto.com to protect me and help me resolve the situation. Instead, I spent days repeatedly explaining the same problem to different people while taking care of the actual security measures myself....

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