Date Received: 2021-08-24
Issue: Fraud or scam
Subissue:
Consumer Complaint: This is all related to my Coinbase Pro account ( case # XXXX XXXX. I tried to log in on XX/XX/XXXX and could not. They said someone from XXXX was trying to get into my account. They asked me if I knew anyone from XXXX, I said no. They asked me if I had given my password to anyone. I said no. They said ok, then we will block them. I started a withdrawal in the amount of {$510.00}. When I logged back in to see where the withdrawal was, I noticed all of my crypto was gone except of XXXX cents of XXXX. I just called Coinbase at XXXX and XXXX and talked with someone regarding my case # XXXX. They said all of my crypto assets had been stolen. This is the first time I have heard this and this complaint has been filed for a week. When I called both of these numbers back they said they have been disconnected. On both calls the person hung up on me when I asked for a full accounting of my account for XXXX. I have completed the Coinbase complaint form regarding not having access to my account and another one requesting reports of all XXXX transactions my account. I have been promised twice that someone would contact me within 24 hours, and nobody has called me. In addition to the two Coinbase Complaint Forms, I have filed a Complaint with the Better Business Bureau and now I need all my account transactions reports and crypto balances for XXXX to file a State Complaint, an SEC Complaint and then follow through with a lawsuit. Coinbase has no method of escalating Fraud or getting ahold of a Senior level person to report and resolve Fraud in a timely manner. To wait a week to tell me that my crypto asset had been stolen is complete negligence. In addition, my access was taken away and when I called in you said my account had been hacked. You asked me if I knew anyone from XXXX and I said no and then you asked me if I had provided anyone with my password and I said no. You said someone had tried to access my account and that you were going to block them. COINBASE DID NOT BLOCK THIS PERSON FROM MY ACCOUNT AND ALL MY CRYPTO ASSETS WERE STOLEN. I now need a complete accounting of my account to file additional complaints and sue you ( reference attachments ). I have sent 5 emails requesting an accounting of my account and there is no response ( see email verbiage below ) : This is a fifth request for an accounting of my account holdings each day during XX/XX/XXXX. In addition, I need an accounting of all transactions in my account during XXXX. I need to file a complaint with the SEC immediately! You guys are not responding within the period of time you told me you would. This issue started on XX/XX/XXXX. It has now been 20 days. I do not have access to my account and nobody has called me. You are a publicly traded company and have complaints for bad Customer Service. You promised you would change that and you have not. PLEASE PROVIDE THE RECORDS/REPORTS I AM REQUESTING ASAP! Coinbase is not responding and XXXX just did a story on this. They are not following their complaint guidelines.
Company Response:
State: TX
Zip: 75078
Submitted Via: Web
Date Sent: 2021-08-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-24
Issue: Other transaction problem
Subissue:
Consumer Complaint: So I filed a previous complaint under Complain ID XXXX because I thought that the issue was with the receiving entity XXXX XXXX. After doing some additional digging I was able to find a thread on XXXX that describes issues with the MEMO tag on CoinBase Pro transfers disappearing when or after initiating the transfer of funds. I am 100 % positive that I inserted a MEMO tag in the transfer line and that it disappeared when i initiated that transfer. I can not get a human to respond from CoinBase and have only received automated Bot responses from the submissions i have sent them. This is a known issue with CoinBase and I consider this a theft of funds since it is a known issue that they have filed to fix. On XXXX I initiated a transfer of XXXX of XLM from Coinbase Pro to XXXX Coinbase Pro shows the transfer as complete and I have yet to receive the funds in my XXXX XXXX account. I have also sent multiple messages to XXXX XXXX to see if they can fix it and they have yet to respond either with anything more than an automated bot response.
Company Response:
State: KS
Zip: 662XX
Submitted Via: Web
Date Sent: 2021-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-24
Issue: Other service problem
Subissue:
Consumer Complaint: On XX/XX/XXXX, I submitted a request via online support to Coinbase as I no longer had access to my email associated with my Coinbase account. They instructed me to open a new account and provide verification documents which I did so they could transfer the funds into my new account, I have asked for an update weekly since then with zero response. I filed a formal compliant with Coinbase and they referred me back to the original ticket opened on XX/XX/XXXX. I just need access to my account or have funds transferred.
Company Response:
State: CA
Zip: 94596
Submitted Via: Web
Date Sent: 2021-08-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-24
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: on XX/XX/2021 my account said i had {$630.00} available in cash. i withdrew the money to my bank account. On XX/XX/2021 i was told i was told there was a duplicate credit to my coinbase account and i needed to repay {$630.00}. Until i pay i cant buy or sell crypto on my account. Also if in 5 days the money hadnt been paid coinbase would sell some of my crypto for the payment. Today is XX/XX/2021. After numerious email correspondence still no resolve. Ive alway had a balance of {$1000.00} dollars so there never was an issue for coinbase to collect their repayment. I am still froze out of my account with a balance over {$2300.00} dollars. I fill coinbase has stolen my money.
Company Response:
State: IN
Zip: 475XX
Submitted Via: Web
Date Sent: 2021-08-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-23
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: Coinbase.com on XXXX my account was hacked and ~ {$15000.00} dollars was withdrawn to an external bank account. This bank account was added by the hacker. This was not simply a stolen cryptocurrency transaction. The hackers converted all my crypto holdings to USD and withdrew them to their bank account. Coinbase support is non-existent. I have gone through their proper channels with filing a support claim only to get canned response emails telling me to secure my account and verify my identity ( i did ). Dozens and dozens of emails attempting to obtain more information about the hack have been fruitless. Coinbase has not responded to requests to send me the uncensored bank account information which my USD was withdrawn to. All records refer to this account as ( for example ) XXXX. My account has app based 2 factor authorization required to withdraw anything from my account. I believe coinbase has fundamental security flaws which led to this theft.
Company Response:
State: NC
Zip: 28205
Submitted Via: Web
Date Sent: 2021-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-23
Issue: Other service problem
Subissue:
Consumer Complaint: I opened an account with CoinBase in XXXX of XXXX. I then funded this account with more than {$100000.00} in XXXX of XXXX. On XX/XX/XXXX, I asked CoinBase to lock my account as I had been phished. On about XX/XX/XXXX I asked CoinBase to help me unlock my account so that I could access my funds. As of XX/XX/XXXX I have submitted approximately 10 support tickets and submitted approximately 30 e-mails under these support tickets requesting that CoinBase help me get back into my account or to liquidate my account and return the money to my bank account that they have on file. To date I have not received any meaningful response from anyone at CoinBase. In addition to this I sent 3 registered letters to the CoinBase CEO, COO and CLO asking them to help me to get back into my account or to liquidate my account and return it to my bank account that is on file. I have got NO response from anyone.
Company Response:
State: FL
Zip: 34683
Submitted Via: Web
Date Sent: 2021-08-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-23
Issue: Other transaction problem
Subissue:
Consumer Complaint: COINBASE.COM I have been trying to get COINBASE to help me access my account for months. The problem is the 2-step authentication does not work Their solution is always to sign in to my account to fix it ... .BUT I need 2-step authentication to sign in. I have started the process 5 times, they say they are sending my case to an expert, then I never hear back from the expert ....
Company Response:
State: NH
Zip: 038XX
Submitted Via: Web
Date Sent: 2021-08-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-22
Issue: Fraud or scam
Subissue:
Consumer Complaint: ON OR ABOUT XXXX XXXX XXXX MY PHONE WAS SIMM SWAPPED LEADING TO MY ACCOUNT AT COINBASE BEING COMPROMISED. COINBASE LOCKED MY ACCOUNT. I FILLED THE REQUIRED FORM OUT AND RECEIVED CASE NUMBER XXXX, AND NEVER HAVE HEARD A WORD BACK, KIND OF SCARY WHEN YOU HAVE FUNDS ( $ XXXX ) SITTING THERE AND ARE UNABLE TO ACCESS IT.
Company Response:
State: FL
Zip: 344XX
Submitted Via: Web
Date Sent: 2021-08-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-22
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: My account on the Coinbase website has been under review since XX/XX/2021. I can not sell, buy or withdraw my money. I have contacted the technical support to unblock my account but they do not give me any solution ( attached conversation ). When I open the Coinbase website I get the following message : ( Your account is currently being reviewed and we need some time to verify your info. During this review, you won't be able to use Coinbase. Reviews generally take a few days, so sign in every day or two to check your status. ) Six months have passed and there is no way to fix the problem.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-08-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-21
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: They disable my account the XXXX of XXXX, And their is no way to get back to them, because the answer in the email is from a robot, and They send me to auto support service and that does not work, because it does not allow me to enable my account. this is what they send to me, the " Hello, Thank you for contacting Coinbase. As Coinbase experiments with expanding into more markets, there will be varying levels of support provided. Initially, Coinbase will only offer self-help customer support " I need to recover the money that I have in the account is {$300.00}
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A