Date Received: 2021-11-11
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Hello I have an open account with Coinbase ( XXXX XXXX ) which was working perfectly until the XXXX of XXXX in which my account was put " under review '' by them being unable to trade, deposit or withdraw any asset. The message is the following : 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. I hold on this account XXXX USDC which is an stable cryptocurrency that keeps the same value as the United States dollar, therefore, I am unable to access my money. After doing my research I found out about many people with the very same problem and the account frozen for months. I have been in contact with the company twice and they literally told me to wait and never explained why they decided to freeze my assets as my account is completely verified. On the first e-mail I have sent, they replied this : Hello XXXX, Thank you for contacting Coinbase Support. Your account is currently being reviewed and our team will need time to verify your information. During this review period, you will not be able to use the Coinbase platform. There are a variety of reasons that impact the services that we can offer you right now, including our security, compliance and operational procedures or your geographic location. In the meantime, if you can take a moment to review the following : 1 ) Please make sure that youve uploaded your government-issued photo ID here : XXXX XXXX XXXX 2 ) Enter your personal details here : XXXX XXXX XXXX 3 ) Provide us with some insight into how you will use Coinbase, your employment and your source of funds here : XXXX XXXX XXXX Please note that due to a high number of requests, account reviews are taking longer than usual but our team is working hard to get to yours. Regards, Coinbase Support After doing everything they said and still having the account in the same situation, I contacted them again saying I would like to close my account as this is unacceptable and they replied this : Hi XXXX, Thanks for following up with us. We appreciate your patience. Our team is working diligently to review your account. At this time, you do not need to take any additional action. Please do not submit another request related to this issue because doing so could cause a delay. We will contact you as soon as we have an update. We look forward to supporting you. Regards, Coinbase Support All in all, I can not withdraw almost XXXX XXXX dollars from the account and I hope you can help me as many user with the same problem had it solved thanks to you. Thank you.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-11-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-11
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Hello, I am a coinbase ( pro coinbase ) user. I have account with them around 10-11 months. My account has been under review for last couple of weeks. Even I have submitted multiple ticket to remove the " under review '' on my account, all the tickets were closed. This has led my account to be frozen therefore, I am not allowed to buy/sell or even transfer money, therefore, it is incurring financial loss to me. will you please advise how I can get this moving. Coinbase has not been helpful on this matter to resolve my issue or provide a status.
Company Response:
State: IL
Zip: 60062
Submitted Via: Web
Date Sent: 2021-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-11
Issue: Other service problem
Subissue:
Consumer Complaint: The morning of the XXXX of XXXX, when I woke up I tried to access my CoinBase account to withdraw my money and found out that my account was " under review '' and all my money was locked. I can not withdraw, exchange or even add funds to my account. I sent a ticket to CoinBase support and they pointed me to fill out some personal details that were already filled out when I registered. I changed the tiniest details so they would match my ID as best as I could, thinking that might be the problem, but that did nothing to solve it. I uploaded my ID and my driver 's license 's pictures as a verification several times to no avail ; far from helping me solve the problem, now my account needs to be verified through this method ( uploading ID picture ), and it won't accept the pictures no matter how clear they are and how easily readable. I contacted CoinBase support again, pointing out that I had found this new problem and that I needed a solution to access my money, but they just told me to stop messaging them as " it would only slow down the process of reviewing my account ''. I have no idea why it was being reviewed as I have not made any strange money movements ; in fact, I didn't move any money or exchange currencies since several days before this issue, so the account was untouched.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-11
Issue: Other transaction problem
Subissue:
Consumer Complaint: In late XXXX I was unable to start my Coinbase app. At the time the issue was communicated to be a technical one on Coinbase 's side, and I was advised to " try again later. '' After days of trying I turned to log in to Coinbase via my web browser, but was prompted to re-verify my identity by posting my Driver 's License ( again ) and submitting a photo of myself. After that I eventually received a notification that my account was disabled, and I can no longer log into my account via a web browser. I am somehow still logged into my Coinbase app, which now " works, '' however I am no longer able to purchase anything and fear that as soon as something could happen to my phone/app, I will be logged out of my account forever and lose all of the funds I have invested through Coinbase. I have gone through numerous avenues to speak to Coinbase customer service to resolve or gain an understanding of the situation, and thus ensure my financial information hasn't fallen into the wrong hands, but each occasion resulted with me being told, " After a review of your account, weve determined we are unable to restore these restricted capabilities back to your account. Coinbase is unable to provide you any further information on the reasons for your account restriction. '' While they have informed me that I can still trade, sell, and cash out, I am still deeply concerned that I can NOT log into Coinbase any longer. I feel like my financial information has been taken hostage.
Company Response:
State: NY
Zip: 11221
Submitted Via: Web
Date Sent: 2021-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-11
Issue: Other transaction problem
Subissue:
Consumer Complaint: Hello, excuse my spelling ( I use a translator ) my language is XXXX I have been a user of the Coinbae application for more than two months. Everything was fine so far I registered and provided all the official documents, for the verification of my person and to avoid fraud etc. The problem is that since XX/XX/2021 my account is blocked by Coinbase with the excuse that it is under review This after having registered for more than two months and with my verified identity Update my personal and work data etc. But the situation persists Unable to contact Coinbase customer service On the phone is a recording And by email a robot answers with the same answer always My money is blocked and I can't do anything Can you please help me get Coinbase to release my account Thanks in advance
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-10
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX. 2021 my Coinbase and Coinbase Pro accounts were hacked and almost {$16000.00} of my crypto currency including {$1000.00} bank transfer was stolen out of my accounts. As soon as I realized what was going on I tried to lock my account by calling Coinbase support # XXXX as directed to do in the Coinbase website, but this number is a recording telling you to file an online ticket with Coinbase support ( which I did ) NO LIVE customer service representative, by the time they locked my account it was to late. The thieves know this process which gives them plenty of time to steal. I believe this is someone who knows all of the security flaws in the Coinbase system. An unauthorized unknown device with unknown I.P. addresses was allowed to log into my accounts and change my pin number and convert my coins and a {$1000.00} transfer from my bank to XXXX and sent it all to an unknown wallet out of Coinbase ( wallet # XXXX ). There was no waiting period to verify the validity of any of these actions which is a VIOLATION of their user agreement. Over 125 transactions in the matter of 15 minutes and NO red flags went up? If you look at my account activity prior to XXXX XXXX, 2021 there was very minimal activity and I never sold or transferred anything out of Coinbase. If you investigate that wallet, you will see approximately {$200000.00} was sent to that wallet the same day XX/XX/2021. As a thief, they were able to get in and out of my accounts without having to prove any identification to Coinbase, but I had to jump through hoops and wait several days to prove my identity to regain access to my accounts only to find out I was almost wiped out. The only thing the thieves couldnt steal was {$1500.00} in a staked ETH position, which means it is LOCKED up with no access to these funds from ANYONE including Coinbase. While I had an ongoing formal complaint with Coinbase, my bank determined that the {$1000.00} transfer was unauthorized by me and charged back Coinbase. Coinbase then STOLE {$1000.00} from my STAKED ETH position to pay back my bank and didnt even notify me of what they had done, Coinbase violated their user agreement again. Out of all my online accounts Coinbase was the only one that was hacked, which Leeds me to believe that all of my vital information was obtained solely through Coinbase to carry out this theft ( name, home address, email address, phone # including XXXX and XXXX numbers, account value and all positions held ) Also, on XXXX XXXX 2021 while my account was locked an unknown private I.P. address logged out of my account but no record of logging in, how is this possible? This is not an isolated case, this is happening to thousands of Coinbase customers, there is a serious security flaw in Coinbase. Thefts are being reported constantly, same scenario, same issues ( read all social media about Coinbase ). Also, now every time I log out of my Coinbase account my pin # deactivates another security flaw, which makes it easier for someone to get back in. As a publicly traded company Coinbase is obligated to protect their customers and their money and Coinbase did nothing to protect me. They state they are committed to keeping your funds secure. Coinbase violated numerous sections of their user agreement ( sect. 3, 3.1,3.2,3.7 sect.5, 5.4 ( b ), sect 6, 6.2 ) Also in Coinbases XXXX privacy policy they state in section 5 sub section 3 ) to enforce and prevent fraud and/or funds loss. Your personal information is processed in order to help detect, prevent, and mitigate fraud and abuse of our services and to protect you against account compromise or funds loss. They violated this part of their agreement as well. Coinbases response to my support ticket # XXXX And my 2 formal complaints # XXXX and # XXXX, was, I was pretty much XXXX out of luck, and to add insult to injury they said sorry heres {$10.00} in XXXX now go away. This is NOT acceptable. I would like all of my coins and cash refunded to their original positions prior to the theft of XXXX XXXX, 2021 or the cash equivalent of todays market value including all fees that were charged for these fraudulent transactions. Your help at solving this issue would be greatly appreciated. P.S. If there is any further information you need please contact me as I have pages and pages of transactions. Thank you, XXXX XXXX Email : XXXX Phone : XXXX
Company Response:
State: FL
Zip: 34953
Submitted Via: Web
Date Sent: 2021-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-10
Issue: Other service problem
Subissue:
Consumer Complaint: i have had several issues with coinbase, they don't have ANY customer support and make it impossible to resolve issues and problems. i made a 4 figure transaction on coinbase this morning that never arrived, and i have NO WAY of getting support from them. How is this MAJOR financial institution allowed to operate without ANY customer support?????
Company Response:
State: OH
Zip: 45801
Submitted Via: Web
Date Sent: 2021-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-10
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: I acquired the cryptocurrency called XXXX ( XXXX ) and sent it to my coinbase XXXX address. The transaction on my crypto.com XXXX address says that it was successful, however, the XXXX never arrived on my coinbase account. After doing some research on the XXXX XXXX, turns out the XXXX on crypto.com is the native version and the XXXX on coinbase is the XXXX version ( XXXX token ). In crypto, you can not send a crypto from one blockchain to a different blockchain without converting it first. The main issue i have with this situation is that coinbase did not notify people that the XXXX on their exchange is the XXXX ( Ethereum ) version of the XXXX, not the native version. Long story short, I lost my funds and want them back. There is a simple solution to this problem, however, the user would require their private keys from their wallet, however, coinbase does not provide their customers with their private keys. When attempting to contact customer support, everything is automated, and none of the automated answers can help me with this particular issue that can be solved in minutes if I could talk to a real person. At the very least, they could at least list both the XXXX XXXX version and the XXXX native version and make it OBVIOUS that they are both different to prevent mistakes like this from happening again. XXXX and XXXX did this by simply placing a " XXXX '' in front of their wrapped currency ( XXXX and XXXX respectively ). Wrapping is simply making a native currency functional in the XXXX blockchain.
Company Response:
State: FL
Zip: 33617
Submitted Via: Web
Date Sent: 2021-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-09
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/21 an email account of mine was hacked and used to access my investment account at Coinbase and create a new bank account with XXXX XXXX XXXX. The hacker liquidated cryptocurrency assets held in my Coinbase account, transferred cash to the XXXX XXXX XXXX bank account, and used my linked brokerage checking with XXXX to purchase more cryptocurrency, sell, and transfer a portion of the liquidation proceeds to the XXXX XXXX XXXX account. I informed Coinbase and XXXX of the unauthorized transactions within hours of them occurring, but they were no action was taken by either company. My Coinbase account utilized 2 Factor Authentication for security and Coinbase does not allow immediate withdrawals of cash contributions, but both Coinbases authentication protocols and transfer procedures were bypassed. I have written to Coinbase via their web portal for remediation, but they have not acknowledged any fraudulent activity and have not indicated they are working to recover my assets in their responses. I have contacted XXXX XXXX XXXX for remediation but they have not returned correspondence or provided me information on where cash was transferred, only stating that they closed the unauthorized accounts which received cash stolen. XXXX XXXX XXXX XXXX 's banking functions are conducted through XXXX XXXX Bank. XXXX 's banking functions are conducted through XXXX XXXX, XXXX.
Company Response:
State: VA
Zip: 22150
Submitted Via: Web
Date Sent: 2021-11-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-09
Issue: Other transaction problem
Subissue:
Consumer Complaint: this link shows the details ( XX/XX/2021 ) : XXXX Ether : https : XXXX I had a transaction that failed but I still had my money removed from my wallet and never refunded, was looking to get that back please. I reached out the COINBASE but they said I need to talk with UNISWAP, getting the runaround ... XXXX doesn't answer e-mails, COINBASE just points the finger to someone else. .04 Ether was removed from my COINBASE wallet but the " trade '' was never completed yet my money was removed. can you help me?
Company Response:
State: AZ
Zip: 85340
Submitted Via: Web
Date Sent: 2021-11-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A