Genitrust dba WallOfCoins.com, owned by Robert Genito, has created and IMO perpetuating distrust in the currency conversation community. Currency, whether it is backed by a government or crowd-funded, is based on the trust that you will preform the duties you promised for a fee; when you take the money without following through with your side of the agreement, people lose faith not only in the service but in the currency. This is one of those cases.

In the Winter of 2016, I followed all rules of WallOfCoins.com to convert $150 US dollars into Bitcoin. However after the transfer of money, WallOfCoins never finalized the transaction for me but instead of accusing me of sending a false ID. From that point on, I only spoke with one person who was helpful but gave me more requirements to prove of my money sent. I followed those instructions exactly; I was rewarded with no communication, no follow-ups as promised, and no way to get my money back.

Fortunately, I captured most all communication so that a timeline can be constructed:
* 12/27/16 – I was instructed to deposit $150 to a Bank of America account; this was securely performed from my Bank of America account to the recipient’s Bank of America account.
* 12/28/16 – Karla Benavidez requested my receipt with my photo ID and handwritten notes on top of my receipt.
* 12/28/16 – The documents were delivered to them in the afternoon.
* 1/3/17 – 6 days later, I get an email from John MacPherson accusing me of false documents and said “Please send me your real ID and real name”.
* 1/9/17 – I requested more information why they considered my documentation as false; I got no response.
* 1/11/17 – I requested a response; still nothing.
* 1/19/17 – I called their “Refund Line” and spoke with somesone who told me my pictures had been altered… I assume due to downsampling; so as requested, I took new pictures and sent again.
* 1/20/17 – I got a response from Maria Leah R. Ortiz asking for my Skype address and to prepare for a Skype conference call.
* 1/25/17 – Skype name was provided.
* 1/26/17 thru 1/27/17 – I kept my phone logged into Skype awaiting their call. It never arrived.
* 2/13/17 – Spoke with Grace Tangian via WallOfCoins chatline. I was a slow painful process lasting 1 hour and 45 minutes with Grace promising to escalate my case but then disconnected from the chat.
* 2/17/17 – I wrote an email to Robert Genito hoping that he was aware of the communications issues going on within his company. I received no response from him and I now assume he is the model by which his company runs.
* 2/28/17 – Another painful chat conversation with Grace Tangian that lasted 1 hour and 15 minutes with a commitment that someone would call me in 48 hours.
* 3/2/17 – My last email in trying to get resolution. Thus, I am now focused on telling others about my experience with WallOfCoins.

——– Original Message ——–
Subject: Re: Fw: Re: Wall of Coins: Photos Needed
Local Time: March 2, 2017 4:27 AM
UTC Time: March 2, 2017 12:27 PM
From: cysme@protonmail.com
To: Maria Leah R. Ortiz , rgenito@genitrust.com
Karla Benavidez , John MacPherson , support@wallofcoins.com , Grace Tangian

Well, it’s been 48 hours and no one from your compliance department has even made an attempt to contact me.

As I have stated multiple times, I have done everything you have asked.  You have done NOTHING as a company you have told me your were going to do.

I’ve given you 2 months to resolve the issue so now it’s time for me to stop talking to you and start talking to someone else.

David

==================================
February 28, 2017 @ 4:00 PM:
Transcript for today of 1 hour and 15 minute chat session is below. Grace promised a call in 48 hours; that is by 3/1/17@5:15pm.

Chat started
David
Anyone there?

Please wait for an agent. There are 4 visitor(s) waiting to be served.
Grace joined the chat

Grace
hello
David
I have a question about my account but the 866 number doesn’t work. Can you call me?

Grace
can I have your phone number please?
David
214-494-1367

Grace? You there. My phone hasn’t rung. Have you called me yet?

Hello? Grace?

Did you decide not to call me after I gave you my phone number?

Grace
I’m sorry for the delay. I’ve forwarded your phone number to the compliance they will call you shortly.
David
I look forward to the call.

Can you tell me by when they will call me?

I really need a deadline to follow. Please tell me when they will call.

Chat started
David
Grace, you there?

Grace joined the chat

Grace
Yes,
David
Please tell me when compliance will call.

Grace
hello, thecompliance will get back to you within 48 hours. And there will also be a 10 dollar fee about your dec. order because you made the payment online, which we do not accept.
David
I wish your website would have told me not to pay online from BofA account to BofA account; thus, I wouldn’t have don’e it. It look forward to hearing from compliance within 48 hours.

=======================================
——– Original Message ——–
Subject: Incomplete order on WallOfCoins
Local Time: February 17, 2017 11:55 AM
UTC Time: February 17, 2017 7:55 PM
From: cysme@protonmail.com
To: rgenito@genitrust.com

Mr. Robert Genito,

I am writing in grave concern about a situation with my order placed through WallOfCoins.com.  A few months back, I successfully placed an order with WallOfCoins and had a got funded with acceptable requirements to completion.  So when I returned to use your service again on December 26th, I was surprised at the resistance and lack of care provided to my request on order 52088.

I’ll admit that I did transfer funds in a timely manor but from my Bank of America account via ACH to the receiver’s Bank of America account.  This, I thought, was a very secure way to transfer money as I move money like this all the time.  Unfortunately, your compliance department didn’t agree and I have been met with much resistance since.

There have been over 19 emails sent trying to get this situation resolved.  I thought it best not to include the thread in this email but place it in a more synced format in case you want to peruse through it on my WordPress blog at: http://blog.rdstokes.com/?p=508

Some of the basic points made in the emails are:
* I have provided every bit of documented proof requested of me.
* I have made myself available for contact with no follow through from Genitrust employees.
* I have sent many emails with no response.
* I have called the refund line only to be disconnected each time.
* I have communicated via chat with poor response and no effort to complete my order that I have paid for.
* I have been accused of providing false or misleading documents by John MacPherson with no followup as to why.

I can provide detail in future correspondence and/or conversation, as well as provide you my two-cents on the experience from beginning to end and what went well – and not so well leading me to frustration.  I would appreciate any assistance in handling this matter in the near-term to allow me to follow through to complete my purchase or refund my money – a value that I know Genitrust prioritizes to customers.

In concern and appreciation of anything you can do to help ASAP,
David Stokes
214-494-1367

=======================================
February 13, 2017 @ 5:14 PM:

Transcript for today of 1 hour and 47 minute chat session is below. I tried to call but all your phone system does is drop me. I assume you’ve Blacklisted my phone number even through I’ve done everything you’ve asked and your company doesn’t make an effort when a customer is at your mercy.

Transcript from today’s chat session:
David
Everytime I call your 866-841-2646 number, I press 1 for Wall of Coins, the phone just drops. Y’all have $150 of my money and I want to back. How is this going to get solved?

Chat started
David
Hello?

Anyone there?

Grace joined the chat

Grace
Hi, how can we help you today? =)
David
I transfered $150 to an account on 12/26/16 and I still have not been funded. This problem needs to be resolved.

I have done everything y’all have requested… sent pictures, sent my ID, left my phone logged into Skype but y’all never call or act on the you tell me to do. I’m very frustrated and want this resolved so I can move away from this experience.

Hello, anyone there?

Grace? you there?

Grace
Hello,

Can I have your phone number?
David
2144941367

It’s the same number as on my account.

Grace
let me check on that.
Chat started
David
I would love a call from someone to get this matter dealt with.

Grace joined the chat
David
They must have you over worked if it take this long to lookup and respond to my account…

This chat has been going for an hour now. It is now :15 after the hour…

Grace you there?

:30 after the hour and no response

Grace
Hello, for the delay in response did you send the photo of your receipt for this order?
David
Yes. On 1/9/17 and again on 1/20/17. I’ll use the send via this chat to do it again; y’all make me jump through so many hoops and never approve nor respond to me… so frustrating.

Grace
can your email ad you used in sending the receipt?
David
I’m not sure what you are asking… I assume you want the email account that I sent the pictures with: cysme@protonmail.com

:45 after the hour

Grace
Hello David, I forwarded you case to the account. I’ll let you know if there’s an update.
David
:47 after the hour. What does that mean? Am I suppose to wait more? I have a class I need to attend at 7 and need to have this complete before I leave in 17 minutes.

Grace left the chat
At 1 hour and 47 minutes Grace just disconnected without answering my question or bothering to say she was ending!

——– Original Message ——–
Subject: Re: Fw: Re: Wall of Coins: Photos Needed
Local Time: January 26, 2017 9:08 PM
UTC Time: January 27, 2017 5:08 AM
From: cysme@protonmail.com
To: Maria Leah R. Ortiz
Karla Benavidez , John MacPherson , support@wallofcoins.com

I have had Skype logged into my account for 2 days now. No one has bothered to call me. There have not been any missed calls registered by Skype either.

People I spoke to in your organization said this might take up to a month. It has now been OVER a month since I sent the $150 to Isaiah Mahmood’s BofA account #138121219396.

I’ve done everything you’ve asked. When do I get my money? When are you going to reach out and contact me?

——– Original Message ——–
Subject: Re: Fw: Re: Wall of Coins: Photos Needed
Local Time: January 25, 2017 12:23 AM
UTC Time: January 25, 2017 8:23 AM
From: cysme@protonmail.com
To: Maria Leah R. Ortiz
Karla Benavidez , John MacPherson , support@wallofcoins.com

cysme

——– Original Message ——–
Subject: Re: Fw: Re: Wall of Coins: Photos Needed
Local Time: January 20, 2017 12:41 PM
UTC Time: January 20, 2017 8:41 PM
From: lortiz@genitrust.com
To: Cysme , Karla Benavidez , John MacPherson , support@wallofcoins.com

Hello,

Thank you for sending the photos. Kindly provide your Skype ID for a Skype video call that is required in order for us to process your order. Once we receive your Skype ID please expect a call from one of the members from the compliance team. Please send your Skype ID to support@wallofcoins.com.

Thank you and have a great day,

Support Team

On 21/01/2017 4:01 AM, Cysme wrote:
I spoke with someone on you “Refunds” line and they said that I needed to send ANOTHER picture of me and the receipt. It is attached.

She mentioned that the previous pictures had issues. I assume that means that the downsampling was a problem for you. The attached picture is not down sampled.

if you have an issue with this picture, please don’t leave me hanging as my money has been gone for almost a month with nothing to show for it. Please reply back with your concerns for that we may move on from this tragedy.

——– Original Message ——–
Subject: Re: Fw: Re: Wall of Coins: Photos Needed
Local Time: January 11, 2017 2:03 AM
UTC Time: January 11, 2017 10:03 AM
From: cysme@protonmail.com
To: Karla Benavidez , John MacPherson , support@wallofcoins.com

It’s been two days since I sent the email below. I give you everything you ask and still no action, not even a courtesy email reply.

——– Original Message ——–
Subject: Fw: Re: Wall of Coins: Photos Needed
Local Time: January 9, 2017 2:53 PM
UTC Time: January 9, 2017 10:53 PM
From: cysme@protonmail.com
To: Karla Benavidez , John MacPherson , support@wallofcoins.com

John, I don’t understand why you think I provided false or mis-leading documents. They are attached again to this email. I am not trying to screw anyone over. I’m the only person in this transaction that has followed ALL instructions provided, sent money, and still have nothing to show for it after 2 weeks. If you feel my attached documents are not real, then return my money.

Your support team asked if they could send my documents to the seller, Isaiah Mahmoud. Please send me his contact information. I’ll be happy to resolve this issue myself if you are not able to act.

Also note: When I call you 866-841-2646 ext 1 phone number, it drops my calls. I with I could talk to someone.

Please figure out how to move this transaction forward.

——– Original Message ——–
Subject: Your Wall of Coins Order
Local Time: January 3, 2017 2:25 PM
UTC Time: January 3, 2017 10:25 PM
From: jmacpherson@genitrust.com
To: cysme@protonmail.com

Hello,

Please send me your real ID and real name.

We will also need the ID and name of person who actually made the deposit.

Thank you,

Wall of Coins Team

——– Original Message ——–
Subject: Re: Wall of Coins: Photos Needed
Local Time: December 28, 2016 3:47 PM
UTC Time: December 28, 2016 11:47 PM
From: cysme@protonmail.com
To: Karla Benavidez
support@wallofcoins.com

Attached are the pictures that I think you wanted. Please tell me if you need something else.

——– Original Message ——–
Subject: Re: Wall of Coins: Photos Needed
Local Time: December 28, 2016 12:25 PM
UTC Time: December 28, 2016 8:25 PM
From: kbenavidez@genitrust.com
To: Cysme , support@wallofcoins.com

Hi,

Alright. Kindly send these information later once you have it. Please send it to: support@wallofcoins.com. Thanks

Kind regards,

Karla

On 12/29/16 4:24 AM, Cysme wrote:
I can’t complete this in 30 minutes because I don’t have the “printed proof of transfer with written infos” with me. It will be after 5 pm central time before I can obtain that information.

——– Original Message ——–
Subject: Wall of Coins: Photos Needed
Local Time: December 28, 2016 11:51 AM
UTC Time: December 28, 2016 7:51 PM
From: kbenavidez@genitrust.com
To: cysme@protonmail.com

View in browser

This request must be fulfilled within 30 minutes.

Hello,

Thank you for using our service. For this process, we will need photos from your end. Kindly send us these:

1. Photo of your printed proof of transfer with written infos next to your government-issued ID.
2. Photo of yourself holding your printed proof of transfer with written infos

Please make sure that your face,the printed proof of transfer and government-issued ID should be clear enough. Kindly send these so we can proceed with your order. Thank you!

Kind regards,

Wall of Coins Team

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