I am writing to formally report a serious issue regarding unauthorized access and transactions on my customers account.
I was searching for an original website account when I encountered access issues. During this time, I received a phone call from someone claiming to be from your company. The individual indicated that they noticed my login difficulties and offered to assist me with the issue.
Given these circumstances, I am requesting your urgent assistance in:
Investigating this incident to identify the individual responsible for this unauthorized access.
Please treat this matter as urgent and provide me with updates regarding the investigation process, actions taken, and the anticipated timeline for resolution.
(link redacted)
Hello,
You have unfortunately fallen victim to a scam.
Typically, the scammers find your phone number in a dataset from some unrelated breach. To date, we are not aware of any breach that would include customer phone numbers.
And in the past, we knew about phone call incidents posing as “Trezor” to people who are not actually Trezor customers, further indicating that the chance is somewhat random.
In any case, Trezor is a self-custody solution, meaning that Trezor Company has zero control over your funds. If you give out your recovery seed (also known as wallet backup), this gives the other party full control over your accounts. At that point, nothing more can be done either from your side or from Trezor’s side. It is game over.
You may want to contact law enforcement and report the theft. However, be advised that recovery of funds lost this way is extremely unlikely.
(Be also advised that the internet is rife with scammers posing as “crypto recovery service”. There is no legitimate service that is able to recover funds lost in a cryptocurrency theft. The vast majority of what you can find are scams intending to rob you when you’re down.)
Also, just so you’re aware, you are posting this on a public community forum. While the support staff does follow the forum, any sort of formal report and requests in this place have roughly as much weight as if, instead of reporting something to the police, you put it on a sticky note on the doors of the police station.
If you want to receive more personal attention, you will need to contact a support agent via the chatbot on Support | Trezor Knowledge Base