Date Received: 2023-10-23
Issue: Fraud or scam
Subissue:
Consumer Complaint: My laptop was hacked remotely. The hacksters found the routing numbers and account number to my personal bank account number and the same for my Coinbase account. I caught the transactions and my bank made me whole, but the money and crypto in my Coinbase account was depleted. Coinbase fraud department is difficult to reach or find a phone number. In the hold time and phone shuffle to get a live contact the hackers were able to make several transactions without my ability to block them or put a hold on my account. The first customer service agent I talked to said they would block it and save the money. It took me days and hours on the phone to find out that the account was in fact emptied and Coinbase locked me out and blocked my usage. They could not recover any crypto or find out where it went. They informed me I am no longer able to use their service. I feel as if I am being treated like the criminal and the hackers are being protected.
Company Response:
State: WA
Zip: 98391
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-22
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: I made a purchase of bitcoin for $ XXXX using Coinbase Wallet- an app provided by the company Coinbase. I never received my bitcoin in return. My wallet continued to show a balance of XXXX. I called Coinbase support and was told they had to escalate it to another team as they can't directly see Coinbase Wallet. I received a support ticket saying they were working on the issue. 1-2 days later, I received an email asking me to provide my bitcoin wallet identification and a link to the transaction hash. I provided them this information. A couple more days went by and then I was notified by their support that the transaction was completed and they would be closing the ticket. Mind you, this was about 3 weeks to a month after I initially purchased this bitcoin. I still have yet to see any bitcoin. I followed up with Coinbase support and let them know that this issue is NOT resolved and I still need my coin. They followed up saying they are escalating the issue and support would follow up again. A few more days went by and I reached up to followup saying I still had not received my coin. They responded saying they are looking into it. It has now been about a week since then. I can provide the email thread between myself XXXX their support team. I've asked for a refund of my money if they can't provide the bitcoin. They just keep telling me they are looking into the issue. As of now, I tried some troubleshooting steps they had me do with the Coinbase Wallet app and now my app doesn't even seem to connect to a working wallet as it just says " looking for coins ''. Please let me know if there's anything you can do to help! Thanks, XXXX
Company Response:
State: CA
Zip: 94523
Submitted Via: Web
Date Sent: 2023-10-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-23
Issue: Fraud or scam
Subissue:
Consumer Complaint: Between XX/XX/2023, I fell victim to a multi-layered scam operation run by XXXX which involved me making deposits for a total amount of XXXX XXXX from my Coinbase account to a fraudulent investment firm.
Company Response:
State: IL
Zip: 60616
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-22
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2023, I contacted coinbase about fraud committed on my account in order for possible recoupment. Coinbase will have a history of my transactions and the wallet addresses. Coinbase opened a ticket ( ticket # XXXX ). The online agent gave me information from a script after giving me transaction numbers, but did not offer solutions for recoupment from a fraudulent claim. I also submitted a online complaint with Coinbase. All monies were sent from XXXX address : XXXX Sent To addrsses : XXXX. XXXX XXXX. XXXX There are different time frames where crypto fraud took place ( network XXXX. XXXX. XX/XX/2023. {$19000.00} XXXX. XX/XX/2023. {$13000.00} XXXX. XX/XX/2023. {$2100.00} XXXX. XX/XX/2023. {$17000.00} Below are the confirmation transactions : XXXX. XXXX. XXXX. XXXX.
Company Response:
State: CA
Zip: 94577
Submitted Via: Web
Date Sent: 2023-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-20
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I've been with coinbase for almost a year and never had any trouble transferring money. A few months back coinbase asked me to verify my identity with a drivers license, ID or passport. I've tried to verify it about several times but each time without luck. It's been a few months since i've been able to withdraw or deposit money. Theres about {$14000.00} in XXXX in this account. So i would like to be able to manage my account. I have validated my account through multiple ways even had complete access to my account for over a year and now my account has been locked for further verification. I completed the further verification process and my account is still locked. I have spoken with support and they have said no further information can be provided and please wait an additional number of days. This is the XXXX time I have been told just to wait with no explanation. I have asked for a supervisor or an ombudsman and have been repeatedly told they do not have that. Now a rep, XXXX, from Coinbase is telling me to just be patient after XXXX weeks of my account being locked. XXXX Is the Customer Service XXXX XXXX number # XXXX Hopefully you guys can help me out. Kind regards XXXX XXXX
Company Response:
State: AZ
Zip: 85249
Submitted Via: Web
Date Sent: 2023-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-19
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/23 someone gained access to my trading account and transferred {$2500.00} from my bank account to the trading account. Then they purchased {$2500.00} of XXXX Then they tried to transfer another {$2500.00} to the XXXX account, but I had locked my bank account. Coinbase however, also assumed the XXXX transfer was legit, and allowed the account to purchase another {$2500.00} of crypto. After the 1st transfer and before the 2nd, I figured out that the money in Coinbase was from a transfer from my checking account. Initially I didn't know that there was a fraudulent transfer and purchase of XXXX My bank didn't notify me of unusual activity, and my email account was also compromised, and a filter had been setup where all the notifications from Coinbase were diverted to trash automatically before I saw them. It had been a long time since I used the trading account, and just assumed that I had left open trades. I sold the crypto, and tried to transfer the money back to my account. At some point during this process I informed Coinbase of the fraudulent activity and froze the account. After I tried to transfer my money back to my account, coinbase informed me that I had to wait XXXX hours before transferring the money. No problem. At this time I assumed the ordeal was over, and the money stolen from my account, which I needed to pay bills at the end of the month would be back in my account for me to pay the things I needed to. Then I received a notification that I would need to wait a week. Then I received a notification that in order to unfreeze my account I had to prove my identity to coinbase. I went through the process. I emailed my drivers license, and completed the identity process. I assumed all was still OK, and that I would have the money back to pay the bills I needed at the end of the month. Then coinbase informed me I would have to wait 30 days to get my money. I called them to explain that I needed the money to pay my bills at the end of the month, and was then informed that I would need to wait 60 days before I could get my money. The explanation given was that I had to wait 60 days because they couldn't be sure that I was who I said I was, and that they were afraid of more fraudulent activity. This is not a valid reason to hold my money. I have already proved my identity, and nothing will change in the next 60 days. It seems to be some arbitrary hold to punish me. I will not be able to prove my identity any further no matter how long we wait. Now the end of this month is coming, and I need this money to pay my bills. The email address used for the coinbase account is XXXX I want to get my money out of the coinbase account, transfer it back to my checking account and close the coinbase account.
Company Response:
State: FL
Zip: 33709
Submitted Via: Web
Date Sent: 2023-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-17
Issue: Other transaction problem
Subissue:
Consumer Complaint: Since I received notification regarding my account on your platform www.coinbase.com and the Coinbase app will be limited to sending funds only as of XX/XX/, because they are disabling the access to accounts that no longer meet your updated standards for these services. Also they advised me that this is a temporary measure and you may soon open up the option for you to meet KYC requirements that would allow us to access our products and services again. However, their platform presents problems in complying with this request. I only was able to update my ID on the platform by uploading my national identity document ( XXXX ), but not my address despite a huge amount of attempts, uploading the different document alternatives that they mention on your platform, I am always rejected by the platform authentification process. My account does not have a lot of money ( XXXX dolars ) but I do not want to lose it because Coinbase are unilaterally determining this because you are not generating adequate means to comply with KYC requirements. The case number give me for the support team of Coinbase ( XXXX # XXXX ). Today I received a reminder to enter new information to avoid account closure on XX/XX/XXXX. I need a definitive solution to the platform problem. They inform me that if I do not do so before XXXX, my account will be cancelled and I will lose my money. I feel that the platform is failing on purpose and thus harming small foreign investors. They excuse themselves because of the regulations that have been imposed on them in the XXXX. Since XXXX I have not been able to sell the XXXX fraction I have and the price has not stopped falling, losing resources from the little savings I make from my work. I feel that they are taking advantage of me for having invested from XXXX in their platform. To date I can not make sales or transfers because I have not validated documentation, which is impossible to do because of the failures of the page and Coinbase application.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-17
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I have fallen victim to identity theft this past year and have been experiencing a problem with Coinbase and my cryptocurrency held there. I have lost access to numerous email addresses, phone number, and accounts due to the theft. I have contacted Coinbase on numerous occasions making sure they had all of my updated info, at the end of every call I made sure that there was only one email address that was being used for my one account held there to eliminate any confusion in case this happened. I was assured each time that yes only one email was associated with my account. I am being told now that I have multiple accounts and im being asked for the details of those account to close them. I don't remember all those details because as I said before I've had to change so much. I need access to my account period I have waited snd waited. I have over 1000 transactions I've placed there and I need the completed details of absolutely everything. I haven't been able to file my taxes because of this matter. I was told they would have an update for me and would have access by the end of XXXX, and here we are at the end of XXXX. Something needs to be done asap. I need access.
Company Response:
State: PA
Zip: 17042
Submitted Via: Web
Date Sent: 2023-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-16
Issue: Other transaction problem
Subissue:
Consumer Complaint: In XX/XX/2023 I upgraded my cell and ever since then coinbase system denied me doing any trade, transfer, withdrawal or any transactions with my account and all my crypto. When I contacted coinbase several times via call, chat and email asking why I'm unable to do anything with my crypto and nft 's I have in coinbase and coinbase wallet It's constantly the same conversation every time I tried to get answers and access to my crypto and NFT 'S ... I get put on hold while they review my account and they say, ' Seems this is already being looked at by the next level department and they'll escalate it ' or similar to that. When I ask, every time, why is this happening I keep hearing these words. Only once did they say that I broke thier rules and can no longer do any trade with them. then I ask, what rule did I break? They don't give me that answer. They said I'd get an email after further review and the email states something like... we agree with the original decision and the ruling stands. They finally did answer via email in XX/XX/2023 but the information they stated about me being in OFAC is false!! I live and always have lived in the USA! so no idea why they think otherwise Again, no way for me to get them to correct that... they wont I have a very low total XXXX never went over {$1500.00}. N now it's only worth just under {$600.00}. I'm a XXXX woman and really need that money back and I don't want to be forced to transfer the crypto vs sell off n close out because the fees would wipe out what funds I have. That was thier original suggestion to me but since have cut that off too. I need my money back and don't want to transfer crypto. I want to have them sell off all my crypto for USD n then transfer the USD to my bank account linked to my coinbase account. It's beeXXXX months now ... they closed my initial complaints in XXXX XXXX the others so thats why there r several case # 's No idea. I just need my money back asap The email from XX/XX/2023 attached here, where coinbase states I'm in a country that the U.S. OFAC sanctions country and they can't do business with me. I LIVE IN XXXX XXXX XXXX PENNSYLVANIA XXXX XXXX so iveno idea why they're stating I live in an OFAC location. My ID n all I used to kyc with them shows that. I live in my existing home for 24+ yrs and still do. I'm XXXX and can't even go outta the country physically I've attached 10 screenshots of emails from coinbase proving this has been going on since XX/XX/2023 but that kept closing the cases so I'd have to start another because they didnt solve my issue.
Company Response:
State: PA
Zip: 18702
Submitted Via: Web
Date Sent: 2023-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-16
Issue: Fraud or scam
Subissue:
Consumer Complaint: I fell victim to a multilayered scam operation orchestrated by XXXX ( XXXX ) ( the Company ) with the design, development, manufacturing, promoting, marketing, distributing, labeling, and/or sale of illegal and outright fraudulent investment services, all of which aim at contributing to the goal of robbing and defrauding clients through a predetermined cycle of client losses to gains in the equivalent of XXXX USD which was transferred from my wallet utilizing Coinbases services.
Company Response:
State: MN
Zip: 55109
Submitted Via: Web
Date Sent: 2023-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A