Reply from Nexo

Sep 13, 2026

Hello, and thank you for sharing your feedback!

Nexo delivers unmatched services, including top-rated client care, dedicated native-speaking relationship managers, and innovations like tax-efficient crypto credit lines, the dual-mode Nexo Mastercard, and personalized USD, EUR, and GBP accounts for individuals and businesses.

We continually enhance our platform and optimize administration costs to balance premium offerings with the innovation, security, and value our clients expect.

By refining our approach, Nexo ensures a sustainable ecosystem that supports long-term client success and industry leadership.

Reply from Nexo

Sep 15, 2026

Hello HowMeng,

We're so happy to hear you find our platform easy to navigate and that you appreciate our features and services. We're also glad our tier-based reward system and competitive yields on BTC and stablecoins are meeting your expectations. Thank you for your positive feedback!

Nexo

Reply from Nexo

Sep 11, 2026

Hello xRimuru eth,

Thank you for sharing your experience with us. We would like to learn more about your situation and hope you will respond to our request for contact details so one of our specialists can review your case and offer individual assistance via email.

Reply from Nexo

Updated Sep 14, 2026

Hello Chris,

We appreciate the feedback regarding account growth on our digital asset platform. Due to the inherent nature of a FIATx asset and a stablecoin, these holdings offer minimal upside potential compared to more volatile digital assets such as BTC or ETH, for example. Furthermore, returns were not generated as participation in our Wealth Club program was not active. Detailed information regarding program options is available in the following link - https://support.nexo.com/en-US/article/nexo-wealth-club-explained-au

Reply from Nexo

Sep 10, 2026

Hello N/A.

Thank you for sharing your experience with us. We would like to learn more about your situation and hope you will respond to our request for contact details so one of our specialists can review your case and offer individual assistance via email.

As one of the leading financial services providers, we understand the vital role of prompt and efficient assistance and are committed to maintaining the optimal balance between low response time and high quality of service. We put immense effort into ensuring 24/7/365 availability via Live Chat, where our dedicated agents are ready to offer assistance with any urgent matters. Furthermore, our email support is available year-round to process more complex and less urgent requests.

Reply from Nexo

Sep 9, 2026

Hi Matthew,

To top up USD, the specific bank details can be obtained by selecting the top-up button located directly next to USDx within the platform interface. Once the incoming FIATx assets are credited to the account balance, a manual repayment to the outstanding loan can be initiated. Instructions can be found in the following article: https://support.nexo.com/article/loan-repayments-and-automatic-loan-repayments#how-to-repay

Should further assistance be necessary during this procedure, our Client Care team remains available to provide guidance.

Reply from Nexo

Sep 8, 2026

Hello Juan Trillo,

We understand how concerning this situation is for you and want to shed more light on the matter.

These adjustments reflect the evolving landscape and the growing expectations of investors who require advanced tools, enhanced security, and premium services. Additionally, as the industry continues to develop alongside growing regulatory clarity, safeguarding and meeting our clients' interests is paramount. We continually enhance our platform and optimize administration costs to balance premium offerings with the innovation, information security, and value our clients expect. These updates allow us to maintain a robust platform that continues to deliver exceptional value.

You can learn more about Nexo’s broader vision and the reasoning behind these updates by reading the full blog post (https://nexo.com/blog/2025-focusing-on-growth-loyalty-responsibility), where we detail how these updates align with our mission to empower responsible long-term growth.

Reply from Nexo

Sep 8, 2026

Dear Cesar Calle,

Thank you for sharing your experience. We sincerely apologize for the frustration, delay, and lack of clear communication you experienced during your recent Peruvian Sol (PEN) withdrawal attempts to your BCP account.

While the initial delays were caused by an unexpected issue with our payment partner, we fully recognize that our handling of the situation fell short of the standard you deserve. Specifically, we failed to provide you with proactive updates while the issue was under review, and we should have offered alternative withdrawal methods immediately once the initial attempts were rejected on August 24th. You deserve complete visibility and prompt support, especially when it comes to managing your funds.

We are glad to see that your subsequent withdrawal request on August 25th was successfully processed, but we know this does not make up for the two weeks of uncertainty leading up to it. We have already reviewed our internal processes and communication protocols with our partner to ensure better handling if such a situation occurs in the future. We always do our best to resolve such cases immediately, providing direct solutions and transparent, continuous updates for our clients.

We truly value your trust and would welcome the opportunity to turn this experience around. We sincerely hope to continue our mutually beneficial business relationship and will do our best to make it up to you.