Date Received: 2021-11-04
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: The company ( Coinbase ) manages virtual crypto wallets. The method of access is either mobile app or web app using typical user/password authentication followed with a XXXX or XXXX challenge . My account uses XXXX and when authenticating to the service the user/password combination is successful but the Coinbase telephone SMS short code is never sent with the authorization code that is required to input into the web/mobile app challenge to complete the authentication process. The issue was taken up with my mobile ISP ( XXXX ) who escalated with a tech support person and engineer to resolve the issue if it was on my end at the phone or their end at the mobile ISP service. My phone was fully reset to defaults and reviewed for any phone or code blocking that could prevent the Coinbase service from sending messages to the phone. Then we successfully tested other short code services ( XXXX XXXX, XXXX XXXX, XXXX, XXXX, XXXX 's short code service, and several other short code services from other applications I use ) and reviewing XXXXXXXX XXXX XXXXXXXX logs for my phone number, it was proven that the Coinbase was never sending their short code XXXX response. Before this process with the mobile XXXX, Coinbase 's online support pages had been followed fully, two times with no success. Phone calls were made to Coinbase 's support number but the service does not actually respond with advice or a person that can assist. At the end of each decision tree of the phone support queue you are dropped from the call. A ticket was opened with Coinbase which initially only offered a canned response of what was provided in the online support pages. Additional information was sent to Coinbase to show that the problem was not at the customer end and a single email response with a repeat of the support advice was returned. When Coinbase was presented with the evidence that neither the mobile device or the mobile ISP was the problem, Coinbase ceased responding. Several thousand dollars are currently residing in control of Coinbase who at this time is not responding to any attempts at communications. At the advice of a XXXX engineer I have submitted complaints to the Common Short Code Administration ( XXXX ) directly through the XXXX XXXX XXXX XXXX ( XXXX ) in regards to their short code service not responding according to XXXX best practices. The same complaint was also filed with XXXX XXXX who is tasked by the XXXX XXXX XXXX to monitor and enforce short code best practices. I am including a screen shot of the authentication page where the XXXX challenge code is input. This shows that I have control of the user/password and can partially authenticate into the Coinbase webpage but require the short code response from Coinbase to be able to move any further.
Company Response:
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2021-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-03
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: HI There, this is XXXX XXXX, I have a Coinbase Account and I had XXXX lite coins before my account was hacked on XX/XX/XXXX, and all my lite coins were converted into bitcoins and transferred to fraudsters account. I'm also attaching proof of my XXXX account was attacked around the same time period and over XXXX were stolen overnight, but XXXX did stopped all the wire transactions and restored my account and all my stocks were restores as before the attack took place. But Coinbase would not do the same they have refused to give my coins back, it was possible because Coinbase does not take extra measures to have an advanced security system to detect unauthorized activity such as login from different device and locations and on top of that they would not take the responsibility. It's their fault if my Coins get stolen and they are responsible for protecting it.
Company Response:
State: CA
Zip: 91606
Submitted Via: Web
Date Sent: 2021-11-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-03
Issue: Other transaction problem
Subissue:
Consumer Complaint: I sent $ XXXX worth of shiba to the address I have for coinbase. They said they can't retrieve the funds because it's not supported.. If it'snot supported whhy would they accept the transaction. Now I have lost my money and they wouldn't issue a refund. Here is the transaction. https : XXXX
Company Response:
State: FL
Zip: 32401
Submitted Via: Web
Date Sent: 2021-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-04
Issue: Fraud or scam
Subissue:
Consumer Complaint: My name is XXXX XXXX XXXX, the owner of a coinbase account that was compromised. On XX/XX/XXXX at XXXX XXXX bitcoin valued at {$24000.00} was transferred from my account. On XX/XX/XXXX at XXXX to XXXX XXXX transactions were delayed, then at XXXX to XXXX XXXX transactions were quickly done, most were bitcoin transfers totaling about XXXX bitcoin valued at that time {$24000.00}. In one minute alone done multiple times up to 18 transfers were done. Also, {$100.00} and {$200.00} purchases of bitcoin were completed with my debit card as well as a {$1000.00} bitcoin purchase was done with my XXXX XXXX XXXX XXXX checking account. I rushed to my bank that next day, XX/XX/XXXX and my bank, stopped payment on the {$1000.00} check. I did not find out about all this until the next morning, XX/XX/XXXX. That morning I tried to create a text message and it showed pending. I thought maybe my plan expired so I tried signing into my XXXX XXXX account and learned my password was changed. I then opened my laptop to go to my XXXX e-mail, and again my password was changed. At that very moment I just knew it had to be a Coinbase compromise since it's my only account with substantial funds. I immediately tried signing into my Coinbase account and learned that password was also changed. Coinbase claims to have the best security which is why I trusted them with so much money. They let me down. They say they have never been compromised, just their customers. Isn't that the same? I first recovered my e-mail address after a couple hours of XXXX tech support. That is when I first got to examine the damage done to my Coinbase account. I saw approximately XXXX emails of sent bitcoin and purchases, some in my trash folder. Next, also on XX/XX/XXXX I locked my XXXX account and filed a case/claim with XXXX, XXXX # XXXX. I began receiving emails from Coinbase demanding I cover the {$1000.00} check my bank refused to honor or they would recover it from my Coinbase account. Over the course of the next few days they reached out to me to tell me how to recover my hacked account. I sent them pictures with myself holding up signs with " Coinbase Verification '' and my driver 's license. On XX/XX/XXXX a week later at approximately XXXX they gave me limited access to my account and I learned they recovered the {$1000.00} from funds left in my Coinbase account I didn't think I still had. They did it just minutes before they gave me access to my account. XXXX required me to create a new password and use SMS 2 factor authentication, which I've always used to begin with. Seems rather strange they would request I go back to the same sign in method that may have cost my entire savings. They obviously do not care to protect custodial accounts or they would have forced customers to change sign in procedures to a more secure method. Customers trusted them. I had to do all this to create new password but the scammer didn't have to do any of it. If you forget your password in any account with so much money shouldn't the company be very careful and make darn sure it's you. Why did they require scans of both sides of my drivers license ID when I opened the account years ago? I thought it was for security, guess they didn't think so. On XX/XX/XXXX four transactions were completed and my balance is now {$81.00}. I removed my bank accounts and my XXXX account and they disabled purchases. Most of the 283 transactions say sent but not completed. Today, 14 days from the attack some 82 transactions of the original 283 are now completed. I can not get through to a live person or email a real person to find out if the rest could be blocked. I have to just sit and watch the damage finalize. If I only knew what I know today, I would run, not walk, from my coinbase account. I highly suspect that Coinbase was compromised, my sensitive information was stolen, used to change my XXXX email account password, change my XXXX XXXX XXXXcount password, and port my phone number to a new carrier. Then the scammer changed my Coinbase account password by clicking " forgot password '' and use my e-mail account access and my phone number access for SMS 2 factor authentication to create new password, disable 2 factor authentication and access my Coinbase account. Then it was easy to steal almost all my bitcoin as well as make new bitcoin purchases. Not surprising, my only accounts affected were accounts connected to Coinbase. I've researched this and the exact thing has happened the same way to possibly thousands of others going back to over a year. I just have to wonder what is wrong with Coinbase security. How could they continue to allow this to go on for so long without making a change to secure their custodial accounts? Why aren't their red flags that lock accounts for suspicious activity like every other institution has. I certainly do not make hundreds of transactions in an hour. Everything that happened is a red hot red flag any institution would have stopped except them. I just have to wonder what their involvement is. I have never received any phishing e-mails or texts from anyone impersonating Coinbase until after this breach. I would never respond to any such attack, NEVER! I do not do any social networking or give my sensitive information out to anyone. I've read Coinbase blames the user for falling for phishing attacks claiming they are not responsible for third party attacks. Again, I have never ever responded to a phishing email or text and I've been using technology for decades. Another point worth consideration is, How would the scammer know I was worth the trouble? How did they get my sensitive information? I still hold a glimmer of hope I can get my {$24000.00} back. It is so much money to our family. We care for our XXXX and have an XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Thank you so much for your time spent reading my complaint, it means so much to me. Sincerely, XXXX XXXX XXXX
Company Response:
State: NH
Zip: 033XX
Submitted Via: Web
Date Sent: 2021-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-03
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXX, I attempted to withdraw {$2000.00} from my Coinbase account into my XXXX Savings account, but I did not receive the funds. After analyzing the transaction history, I realized that it was sent to a different XXXX XXXX account. As I continued to look at my linked bank accounts on my Coinbase account, I noticed there were 2 different XXXX savings accounts linked to my Coinbase account. This is a problem because I only remember linking 1 XXXX savings account. Because of this, I believe my Coinbase account must have been hacked and this extra XXXX savings account was added without my authorization or knowledge. Since I only added XXXX XXXX savings account to my Coinbase account, I must have selected the unauthorized and unknown XXXX savings account for the XXXX transaction because both accounts were labelled " XXXX Savings ''. I have no idea or no knowledge of how this unauthorized XXXX savings account showed up on my Coinbase account. In addition to this, I've only had one XXXX savings account and XXXX XXXX checking account in my lifetime. This can be verified through XXXX if you wish to contact them. I have tried to resolve this issue with Coinbase and attempted to get my money into the correct account, but they informed me that they can not do anything about it because I was the one who authorized the ADDITIONAL XXXX savings account, therefore it was my fault. This does not make sense because there is no other way for me to have known the full account number of a whole different XXXX savings account if I only had XXXX XXXX savings account to begin with. I also contacted XXXX to see if they would be able to track where the money went, and they did confirm that it was sent to someone else, but they could not do anything about it either. I have a picture of the {$2000.00} transaction that was sent to the WRONG and UNAUTHORIZED XXXX savings account that was somehow added to my account. I also have a picture with the email I received from Coinbase who claimed they could not help me ( with a case number ). And I also have another picture of another transaction on XX/XX/XXXX where I was able to successfully withdraw {$110.00} to the CORRECT XXXX savings account. Again, this can all be verified with XXXX that I have never had 2 XXXX savings account. If you need any other documents to help support my claim, please let me know and thank you for your time.
Company Response:
State: AL
Zip: 36330
Submitted Via: Web
Date Sent: 2021-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-03
Issue: Other transaction problem
Subissue:
Consumer Complaint: My account was put on review on XX/XX/21 and since then I have not been able to use my account in coinbase, without being able to withdraw the funds entered into the account. I tried to contact them but according to them there was no problem in my account
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-03
Issue: Other service problem
Subissue:
Consumer Complaint: Hello there, My problem is with the Coinbase.com site, that have blocked my account and don't allow me to manage my crypto currencies. I have all my documents and information verified and the amount of money that I have actually is around XXXX , so nothing " suspicious ''. I tried to contact with them via XXXX, XXXX and they support platform, but I only receive automatic messages.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-02
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: On XX/XX/21, my crypto was hacked through coinbase and the hackers was able to made away with {$12000.00} without coinbase doing nothing, even when I try to lock my account when the hacking was going on, but still coinbase doesnt lock my account. The painful part of it was that the next day the hackers was continue to hacked my account after I reported to coinbase that my account should be lock. However coinbase is telling me that they cant do nothing to get me my money back then want block my account saying its my fault my account was hacked from their system they claim its security, Im getting to believe coinbase hacked my account and they are the one hacking people account or its must be their employees are the one doing it, because they know how to control your account and do what they what to do without you having no control or it at all, even after you reported it they will still hacked it anyway
Company Response:
State: TX
Zip: 77406
Submitted Via: Web
Date Sent: 2021-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-02
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I have discovered that coinbase offers no phone support for their credit card, only for their trading platform. My coinbase credit card was stolen and fraudulent charges are ONGOING. All I can do is email them, and they may get back to me in a week or so they say. How is this acceptable for fraud reporting? What's more, the trading platform support staffer told me that I had a to submit a whole new email ticket because the last one didn't even record my stolen card ( which I specified in detail ). On top of that, they told me to freeze my trading account ( which I've since learned was not necessary ) and I'm now locked out from doing any online monitoring of my card. Meanwhile my credit card is still active and ongoing for the thief out there to continue making charges on, even today. There's nothing I can do to stop it, and coinbase offers no recourse to stop it promptly.
Company Response:
State: TX
Zip: 78759
Submitted Via: Web
Date Sent: 2021-11-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-01
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXX I placed an order for XXXX on Coinbase XXXX. The amount was for XXXX. There was a glitch that caused my money to be placed on " Hold '' within their system on an " order ''. Money is typically reserved on hold so you can't inadvertenly trade more than you have. The only problem is this money was placed on hold and I had no active limit order which I could see. This means I couldn't cancel it. I couldn't see if it executed. I couldn't see if it's stuck. Now, the problem on top of this is that the money is still on hold within their system and I can't access it. There was an outage previous to my order placement in which a number of people have reported a lot of different issues including the one i have now. I opened a ticket that night and another the next morning as you don't get a ticket number until they first process your ticket. The two tickets are : XXXX and XXXX XXXX was first replied to on Saturday XXXX XXXX at XXXX XXXX EST Looks like an automated message I replied a few minutes later at XXXX XXXX. XX/XX/XXXX Next response was today XX/XX/2021 at XXXX XXXX. EST. Letting me know I could file a complaint, but they considered the matter resolved. I've had a running Direct Message on XXXX with their Coinbase Support team and they keep redirecting me to the Customer Care team who quite frankly does not care. I've filled a formal complaint with them via case XXXX and with case XXXX there hasn't been another response to it since i opened it. My formal complaint number is Complaint # XXXX. In order to see that the issue is impacting my account all you have to do is go to my portfolio page and see orders on hold and see that there is XXXX on hold. Next go to the orders tab and see that there is no orders active. Essentially they have XXXX on an orphaned/ghost order that their system lost. It's traded through my limit buy price atleast twice. At this point in time I'm considering sueing them in small claims to get my money back as they do not seem to care about people investments.
Company Response:
State: IN
Zip: 46112
Submitted Via: Web
Date Sent: 2021-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A