I am writing to report a serious problem I am experiencing with Trust Wallet regarding a bank transfer whose funds are blocked without any explanation and without any human support available. I live in France, and on 24 January, I made a bank transfer of 1,400 € from my Caisse d’Épargne account directly to Trust Wallet. According to the information I received, the transfer was confirmed as received by Trust Wallet on 27 January, yet the money is still blocked and not deposited or usable in my wallet. The application does not show any clear information about the status of these funds or the reason for this blockage. Caisse d’Épargne has confirmed to me that the transfer was correctly made and compliant with EU legislation, and they do not understand why my funds would be blocked on Trust Wallet’s side. They have not been informed of any irregularity, and I have not been asked for any specific justification linked to this transfer. Despite this, the 1,400 € that I sent in good faith to Trust Wallet remains inaccessible to me. Since this incident, I have been trying every day for about a week to contact Trust Wallet support. On the application, I only have access to an AI chat that constantly redirects me to a contact email. I have sent several messages to this email address and via the app, but I have not received any response from a human agent, not even a simple acknowledgement or update about my case. In my latest emails, I have explicitly requested that Trust Wallet return the 1,400 € by bank transfer to my Caisse d’Épargne account, and I have provided my IBAN for this purpose. I have also asked for all transactions on my Trust Wallet account to be suspended. At the moment, I have no information, no follow‑up, and no explanation about where my 1,400 € is or why it is blocked. Given the absence of any explanation and the stress caused by this situation, I am formally requesting the full restitution of the 1,400 € to my Caisse d’Épargne bank account without any fees or delay. I also request that a human support agent contact me by email to provide a written explanation of the reason for this blockage and the measures taken to resolve it, so that this situation, which is very stressful and unacceptable, can be finally clarified.
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