Unlawful Practices, Total Silence, and Shared Culpability: A Warning to Consumers
This is definitely a zero-star, dismantle-this-company kind of review. If you read nothing else, read this: DO NOT do business with this company. You WILL regret it the moment you need anything from them.
I am cross-posting this identical review for both Gemini and WebBank because they act as a single, dysfunctional entity regarding the Gemini Credit Card, and both are equally culpable for an absolute nightmare of consumer neglect and unlawful financial behavior.
My card number was compromised—likely via an automated number generator or a data leak. Shockingly, Gemini’s systems couldn't even tell me whether my physical or digital card number was used. After reporting the fraud, my account was immediately suspended. I am completely fine with a security freeze, but what followed is arguably the most incompetent and legally predatory customer service experience I have ever encountered.
Since before May 30, I have been met with total radio silence. It is now July 1, and I have emailed them countless times (this of course after opening the actual official ticket). Every rare response is a generic, automated loop that demands I undergo an invasive photo-and-document upload verification procedure just to speak to someone. I hold multiple credit cards and have never had to jump through such ridiculous hoops for a standard fraud claim.
While they refuse to communicate or resolve the case, they are actively violating the Fair Credit Billing Act (FCBA). My fraudulent charges are supposedly under an "open investigation," yet WebBank and Gemini are actively charging me interest on the stolen funds and demanding my monthly payments. Because I cannot trust this predatory outfit not to falsely report a late payment and ruin my credit, I have been forced to pay these fraudulent balances out of pocket while they sit on the case. For context, I am a model customer with a flawless, lifelong credit history who pays 90-100% of my balances every single month. I usually leave a small balance to improve my credit rating, yeah, that's a thing. I have never been delinquent a day in my life.
I initially tried this card because of the crypto rewards, which turned out to be an absolute joke. Now, my card is frozen, my money is being held hostage, and I am being forced to finance a criminal's spending spree just to protect my credit score while a multi-billion dollar crypto exchange and their partner bank ignore my emails for over a month.
If you look at the reviews, this is not an isolated incident; it is their standard operating procedure for any customer who experiences a problem. I have formally escalated this nightmare by filing complaints with the Consumer Financial Protection Bureau (CFPB), the FDIC, and my State Division of Consumer Affairs.
Do not trust Gemini. Do not trust WebBank. They will leave you completely stranded the moment a security issue arises. Stay far away.
