Date Received: 2021-10-17
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: I am writing this letter after making several desperate attempts to your Coinbase Support. Last week ( Monday, XX/XX/2021, at XXXX XXXX ) I received a message from Coinbase indicating my password has been changed. As I did not change the password I suggested that Customer Support block my account as I believe somebody attempted to hack my account. Since then I am not allowed to access the account nor reinstate the account. I was unable to reach any Coinbase Support agent so far in order to get assistance to reinstate my account. First, I called the Customer Support phone number many times, however ; I could not reach any live Customer Service Support team agent to discuss my issues. It says their system can not recognize my account from my phone number nor by the email address which I provided when accessing the Coinbase account previously. This customer support number seems to be useless as it won't offer any live support to the customers. Then I filed few complaints through Coinbase Support however, again I did not receive any response from your customer support so far. I also make several attempts to file an official complaint using the complaints form in your Coinbase Customer Complain Resolution Process as I could not resolve my issues with Coinbase Support. I could not even submit this complaint form successfully as it repeatedly asking an existing case number on the complaints form which I do not have. Their system never generated any existing case number or a ticket number although I filed many written complaints with Coinbase Support as stated. Now my Coinbase account is lost, and my identity has been lost meanwhile my banking institution that has been linked to this Coinbase account is frequently sending alerts to me as they monitor several unauthorized attempts to withdraw funds from my bank account using my Coin base account that has been hacked. Although I was able to block my bank account I can not do much with my Coinbase account because I dont have any access to reach any customer support.
Company Response:
State: CA
Zip: 92692
Submitted Via: Web
Date Sent: 2021-10-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-16
Issue: Other transaction problem
Subissue:
Consumer Complaint: Dear Sir or Madam, I am submitting a complaint claim to you because I have tried to contact Coinbase on several occasions via email with minimal help- this matter was never resolved and the company just stopped replying to my emails. This company Coinbase always replied by sending a automated email to my request. Currently the account I have with them I am unable to access it - the account states sorry we can not fetch your portfolio balance at this time... this message has been posted to my account for 6 months. I can not make any transactions. The sum should be {$500.00} last time I checked. The following dates are as follows of emailing Coinbase XX/XX/21, XX/XX/21,XX/XX/21,XX/XX/21,XX/XX/21,XX/XX/21,XX/XX/21,XX/XX/21
Company Response:
State: CA
Zip: 91350
Submitted Via: Web
Date Sent: 2021-10-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-16
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXX I Recognize un-authorized activity on my Coinbase account. I asked them to lock my account. XX/XX/2021 I learned that my email account XXXX had been compromised, the unauthorized access was used to gain access to my XXXX, XXXX, and XXXX accounts. XX/XX/2021 I secured my e-mail address with XXXX, changed my password and established XXXX using my phone. I also worked with Coinbase to secure and re-establish my account. We set up XXXX using my e-mail address. Someone has gained access to that account somehow and has changed the security settings removing my phone, voiding my e-mail address as viable contact and has established XXXX on it using another device. The hacker and Coinbase have effectively locked me out of my own account and has seemingly transferred ownership to someone else. I had about XXXX in my account. I had sold all my XXXX XXXX and had converted it to cash {$2800.00}, I was holding about XXXX {$900.00} XXXX and {$45.00} XXXX. I had verified XXXX on my bank accounts with my phone and removed them before I lost access
Company Response:
State: UT
Zip: 84120
Submitted Via: Web
Date Sent: 2021-10-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-16
Issue: Money was not available when promised
Subissue:
Consumer Complaint: XXXX XX/XX/2021, I sold an NFT on XXXX.io after accepting an offer for XXXX WETH ( XXXX XXXX XXXX After selling this NFT XXXX I knew the safest place to transfer the currency was to my Coinbase account where I have a security authenticator. To transfer the currency from my XXXX wallet to Coinbase, I sent the XXXX to my ETH address in Coinbase after not finding a XXXX address in my portfolio. Assuming these currencies were the same as they hold the same exact value and no warning popped up, I sent XXXX WETH into my ETH portfolio in Coinbase. I waited an hour, which turned into two hours, and later turned into 8 hours when the funds still never arrived. Looking at XXXX, the transaction was accepted and looked to have no issues ( XXXX : XXXX ). But the funds never arrived as I write this on XX/XX/2021. XXXX XX/XX/2021, I submitted a case with the following response : ** Subject : Case # XXXX - Sent as XXXX and it is not showing up in my account Hello XXXX XXXX XXXX Thank you for contacting Coinbase Support. Your Coinbase account includes a wallet for each cryptocurrency we support. Only supported cryptocurrencies can be sent to Coinbase and they must be sent to the correct wallets using the supported blockchains, otherwise that crypto may be lost. If you sent unsupported cryptocurrency to Coinbase or sent cryptocurrency to a wallet that isnt specifically for that cryptocurrency, we may soon be able to recover your funds. We're developing a service to help recover some of these cryptocurrencies, which should roll out later this year. For information about this service, see our help article XXXX XXXX XXXX XXXXy Before sending crypto to Coinbase, be sure to check if it's supported by visiting our Supported Cryptocurrencies article : https : //help.coinbase.com/en/coinbase/getting-started/crypto-education/supported-cryptocurrencies Thanks, Coinbase Support **Which I responded with : ** I understand that this is an unsupported crypto. What can you do to help me reverse this transaction? Thank you, XXXX XXXX received this response from Coinbase support : ** Hi XXXX XXXX Thank you for contacting Coinbase Support. Only supported cryptocurrencies can be sent to Coinbase and they must be sent to the correct wallet address through the supported blockchain. It is very important that you check the list of assets supported by Coinbase before sending any asset to a Coinbase account : XXXX XXXX XXXX If youve transferred any unsupported crypto to your Coinbase account, then there is no way to recover these assets. However, if a previously unsupported XXXX asset becomes available on Coinbase, then itll automatically be credited to your Coinbase account. Learn more : XXXX XXXX XXXX XXXX In the meantime, if you need help with anything else, please dont hesitate to reach out. Regards, **On XX/XX/2021, I submitted a new claim after the conversation was giving me auto responses for my issue with the same responses : ** Case # XXXX - Sent WETH to my ETH portfolio Hi XXXX XXXX Thank you for contacting Coinbase Support. Only supported cryptocurrencies can be sent to Coinbase and they must be sent to the correct wallet address through the supported blockchain. It is very important that you check the list of assets supported by Coinbase before sending any asset to a Coinbase account : XXXX XXXX XXXX If youve transferred any unsupported crypto to your Coinbase account, then there is no way to recover these assets. However, if a previously unsupported XXXX asset becomes available on Coinbase, then itll automatically be credited to your Coinbase account. Learn more : XXXX : XXXX XXXX In the meantime, if you need help with anything else, please dont hesitate to reach out. Regards, **as well as** Hi XXXX, Thank you for your response. We aim to provide relevant solutions to each request, we highly appreciate your patience and guarantee we'll address your concern as quickly as possible. If you haven't yet, please read our help article about the crypto recovery service, which should roll out later this year : XXXX XXXX XXXX We'll continually add more unsupported cryptocurrencies to the recovery list, but if the crypto you're wondering about isn't on that list, we can't recover it at this time. For the most up-to-date information about our supported cryptocurrencies, please visit the following help article : hXXXX XXXX XXXX Please let us know if there's anything else we can assist you with. XXXX XXXX, XXXX to XX/XX/2021 : ** I have continued to submit cases to assist in returning my funds to my account as it is sitting in Coinbase XXXX here are the cases I have submitted with the exact same responses all ranging between XX/XX/2021 to XX/XX/2021 : Case # XXXX - XXXX sent to ETH address Case # XXXX - Sent as XXXX and it is not showing up in my account Case # XXXX - XXXX to my ETH address Case # XXXX - Reverse XXXX transaction to ETH Case # XXXX - Sent XXXX to my ETH portfolio Case # XXXX - Sent as XXXX and it is not showing up in my account The issue with this is that Coinbase claims they can reverse these transactions in the future, but are not willing to work with individuals to reverse this in the meantime. XXXX ETH as I write this on XX/XX/2021 is worth {$32000.00} in USD and is has been placed in Coinbase limbo with no way for the customer to reverse the transaction, access the transaction, or receive any assist with the transaction. XXXX XXXX is one of the most commonly used currencies on XXXX and other marketplaces in order to transfer across multiple platforms, yet Coinbase Exchange has not given individuals a way to access it or assist in returning the funds if accidentally sent to a Coinbase Portfolio.
Company Response:
State: CA
Zip: 90403
Submitted Via: Web
Date Sent: 2021-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-16
Issue: Other service problem
Subissue:
Consumer Complaint: Good day, I have asked Coinbase support several times to change my residency address for my current one but they haven't done it properly ( country not matching the rest of the address ). Their support seems to be incompetent at carrying even the simplest tasks. It's an important matter as I believe financial institutions are supposed to have up to date informations on their customers. Best Regards.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-10-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-15
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: Coinbase you have hijacked my funds in pending status they do not offer me the opportunity to cancel the transaction nor do they give me a hash, when I contact customer support they ask me for the hash that I do not have it is as if they have me in an unknown state, meanwhile I can not see my crypto while I see how my money devalues The transaction hash : you did no give me one yet, Case # XXXX - Transaction is pending for over 8 Hours Thanks for contacting Coinbase Support. It appears the information you provided might be incorrect for the transaction youre having an issue with. Please resubmit your request and make sure you enter : The exact transaction amount The transaction hash The email address associated with account for the transaction We require this information so we can clearly identify the issue. To learn how to find your transaction hash, please visit : https : //help.coinbase.com/en/coinbase/getting-started/crypto-education/what-is-a-transaction-hash-hash-id? ref=es If you didnt need help with an on-chain cryptocurrency transaction, please double check what you select in your next support request. Thank you for understanding. Regards,
Company Response:
State: FL
Zip: 32955
Submitted Via: Web
Date Sent: 2021-10-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-14
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Transaction Date : XX/XX/2021, XXXX XXXX Amount transferred : XXXX XXXX from XXXX ( through XXXX ) to my account in coinbase. The amount was confirmed to be sent out from my account, and payment already confirmed to my bank account with coinbase ( attached is the outgoing payment Proof of Deposit from the partner of XXXX ). However coinbase insisted they can not see this transaction. The sending bank requested a statement of my account from coinbase before they can proceed with further investigation. However, coinbase can not issue me a proper statement. ( see attached email conversation.
Company Response:
State:
Zip: XXXXX
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: 2021-10-14
Issue: Fraud or scam
Subissue:
Consumer Complaint: My name is XXXX XXXX, a cryptocurrency investor of Coinbase. I invested XXXX trade through the platform. When I was ready to withdraw my funds on XX/XX/XXXX, the XXXX XXXX dealers came up with multiple reasons to decline my withdraw of {$440000.00}. This resulted in a huge financial loss. Coinbase is a publicly-traded company in the United States that permitted XXXX XXXX trade, so they should be responsible for accurate verification of the XXXX trade on XXXX. As Ive trusted Coinbase - investing all my life savings, now XXXX on Coinbase refused to withdraw my funds according to the rules, so I request Coinbase leadership to return my funds of {$440000.00} ( see attachment for the transaction details ). Coinbase has a major flaw, enabling fraudsters to abuse its platform. Coinbase gave no warning or effort to stop a transaction to a flagged-for-fraud wallet ; In no time the money is transferred into a wallet reported several times for fraud. Coinbase also doesn't verify me or the receiver of the transaction. This incident has caused my family and I huge financial loss and major physiological impact - resulting in a XXXX on my end. I reserve the right of further accountably of Coinbase on my financial loss and phycological agony. I believe that my case is not the first of its kind and will not be the last. The following is my record tract of investment on Coinbase, so you can investigate : 1. XX/XX/XXXX, I downloaded the Coinbase app on the XXXX XXXX and registered for an account with phone, email, and driver 's license. 2. XX/XX/XXXX XX/XX/XXXX, I transferred 11 times totaling {$440000.00} dollars from my XXXX XXXX XXXX bank account into Coinbase purchasing BTC. 3. I purchased XXXX XXXX trade on the Coinbase platform, funds were transferred from the Coinbase wallet into XXXX platform for a XXXX trade. 4. XX/XX/XXXX I initiated withdrawal from XXXX platform to Coinbase for selling ( at that time my assets were at {>= $1,000,000} ( RMB ), XXXX online customer service refused my withdraw ( see attachment XXXX Platform ). 5. This is when I discovered the XXXX platform provided by Coinbase platform is a scam because the legit platforms do not ask for assurance funds. Records are provided in attachments, please see attachments.
Company Response:
State: CA
Zip: 92128
Submitted Via: Web
Date Sent: 2021-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-14
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXX, I was a victim of a sim swap. It was a hacker attack, the hacker accessed my acct and took out about $ XXXX {$50000.00}. When I realized about this I contacted Coinbase right the way. The only way to contact them was through email, and it took a couple days before they answered, but didn't take any steps to stop the attack, to block my acct. They had an option to block the acct over the phone but even that was not working, because I did it. Just a few days later I saw 2 transactions into my personal banking acct of {$1000.00}. So not only that the hacker took the $ XXXX {$50000.00} from my acct, he tried to get more from my bank acct that was linked to the coinbase acct. On XX/XX/2021, I read the news all other that Coinbase is reimbursing the funds to the victims of the hacker that used the 2 factors authentification system, including the sim swap cases, from XXXX to XXXX. My situation happened on XX/XX/XXXX so immediately after this period. Coinbase refuse to reimburse me saying that my email is not on their list. So please help to clarify this situation, since they assume their fault in all this hackers attacks but they refuse to reimburse when I have this exact situation. Thank you
Company Response:
State: SC
Zip: 29579
Submitted Via: Web
Date Sent: 2021-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-14
Issue: Other transaction problem
Subissue:
Consumer Complaint: In XXXX of XXXX I opened this account with Coinbase. I purchased about {$1200.00} of Crypto. Then another transaction appeared that I did not authorize. A debit from my XXXX XXXX XXXX account. I immediately questioned it and the email took a week to get a reply. They froze my account to investigate my claim. 3 months pasted.!! They ignored all efforts to find out what and why it took 3 months. The determined they were completely innocent and it was on me... Of course they did. After this happened I tried to access my account to close it and still blocked. I try and try for months to gain access to close my account but they keep changing the requirements and then don't reply for several days. I even sent at their demand a selfie, yes a selfie of me holding a hand written note, dated, with my drivers license. And then that was not enough. Today I got a email after reporting this to the SEC, and same thing, they thanks me for my patience and we start the same exact thing again with no results. So after 10 months of trying and failing to get my money back I need help please. Coinbase is a XXXX company and do not have US customer service. Evidently they will do anything to keep your money. The are unwell to resolve the problem and the consumer is powerless to do anything but get help from agencies that have authority to discipline these type of companies. As a XXXX XXXX I can not afford to loose my {$1500.00} Please please help me!! Thank you for your help. XXXX XXXX XXXX
Company Response:
State: UT
Zip: 840XX
Submitted Via: Web
Date Sent: 2021-10-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A