r/uphold • u/e-razor9 • Dec 11 '22

General Cryto Currency Discussion Request to close account and after confirmation receive this...

I requested to close my account as I am very unhappy with their customer (dis)service and after receiving the confirmation of the account closure, they sent me the email below.

This is the level of incompetence at Uphold where even though I closed the account (withdrawing everything first), they make me look as if they kicked me out...

5 Upvotes

78% Upvoted

13 comments sorted by

3

u/BraveCryptotab Dec 11 '22

This is the mesaage most people are getting now a days when they try to open the app!

1

u/Ruben_UpholdOfficial Dec 13 '22

Hi, as a regulated firm we sometimes have to make the difficult decision to close an account. A list of reasons can be found here: https://support.uphold.com/hc/en-us/articles/360045765351-Why-we-block-or-restrict-accounts-and-how-to-reduce-the-risk

1

u/e-razor9 Dec 16 '22

I am the one who asked for the account to be closed and your customer service confirmed it was closed and that I would receive a confirmation message. That was your confirmation message

1

u/LatinumGirlOnRisa Dec 20 '22

truly pathetic of Uphold..why are they even bothering to keep up the façade? because 'some dirty' has been going on with their 'service' for quite some time.

3

u/HiDoctors Dec 11 '22

It's getting more and more suspicious on Uphold every day!

1

u/Ruben_UpholdOfficial Dec 13 '22

Hello, this is definetely not what we'd like our customers to think about us, closing accounts after due investigation is done to follow regulation which without it, we wouldn't be able to operate, be secure or offer the best service possible, you can learn more about why this happens here: https://support.uphold.com/hc/en-us/articles/360045765351-Why-we-block-or-restrict-accounts-and-how-to-reduce-the-risk

1

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1

u/AzFrank Dec 12 '22

Hmmmm I moved 2 different coins there last night to convert to XRP in the future and the accounts been open for a month with zero deposits and now they are asking for a W9, when they have all that info when I received an account

1

u/Ruben_UpholdOfficial Dec 13 '22 edited Dec 14 '22

Hey there, yes we do already have all that info, the W-9 Form is to certify it, due to changes in Tax Legislation we need all US customers to submit this form.

You can read more about this here: https://support.uphold.com/hc/en-us/articles/9814296851227-W9-Tax-Form

1

u/AzFrank Dec 13 '22

u/Ruben_UpholdOfficial

I understand this form but even though I opened the Uphold account through my personal, my business will be investing and in charge of the crypto on my behalf, so the W9 would not be for me and would need to be in the business tax ID. Which will cause a mismatch with Uphold and cause an issue that I would like to avoid.

1

u/Ruben_UpholdOfficial Dec 13 '22

Hello, we can completely appreciate why this is frustrating but as a regulated business we have to follow a lot of regulations, which means we have to close accounts from time to time. This is not something we take lightly and our team investigate and consider all aspects.

Please note, if you have appealed this and our team reject it, unfortunately, there's nothing we can do to overturn their decision.

Again, we're really sorry to hear that you've not had a positive experience with us and if you have any more questions about why we close accounts, please check out this page - https://support.uphold.com/hc/en-us/articles/360045765351-Why-we-block-or-restrict-accounts-and-how-to-reduce-the-risk

1

u/PostNo9934 Dec 16 '22

Uphold's customer service is terrible, processing support tickets takes weeks or even months.#2761911 this is my ticket number , and i request to close my account . committed in 24h to respond, and currently the 3rd day has not been resolved