Date Received: 2021-10-10
Issue: Other transaction problem
Subissue:
Consumer Complaint: This complaint is based on the same events as another complaint previously submitted by my husband ( CFPB # XXXX ). In their response to his complaint, Coinbase claimed that their Privacy Policy prevented them from commenting on another individuals account, and failed to provide any specific non-discriminatory explanation for the disparate treatment I describe below. As a result, I am resubmitting our complaint under my name to reopen the issue. In XXXX XXXX and XX/XX/XXXXXXXX, my husband and I decided to invest in cryptocurrency and chose to create wallets with Coinbase. As Coinbase does not support jointly owned wallets, we created one for both myself and my husband at the same time, with the intent of investing equally within both wallets. From the very first day we became customers of Coinbase, we observed multiple examples of disparate treatment in how Coinbase treated me ( a XX/XX/XXXX female ) and my husband ( XX/XX/XXXX male ) as customers, even though both accounts were created at the same time, and we attempted to invest in these accounts equally. Specifically : When we first created our wallets on the same day, XXXX XXXX, XXXX my husbands wallet was established as verified by just answering a few questions, whereas my wallet required me to upload my drivers license to verify my identity. On XX/XX/XXXX, my first attempts to purchase cryptocurrency were denied by Coinbase due to a suspicious activity warning, whereas my husbands attempts to purchase the same amounts of the same cryptocurrency on the same day went through without any problem. We made a request for online support the same day, and we did not receive a reply from Coinbase support until three months later a generic response that provided no specific explanation for why my purchase attempts had been denied. Our support case was closed a few days later with no resolution provided. On or around XX/XX/XXXX, my ability to send and receive cryptocurrency to external accounts was removed entirely, and I had to upload my drivers license ( again ) and take a webcam photo to verify my identity. At this point, my husband still had not had to provide any proof of his identity at all, and was able to fully access his wallet and buy cryptocurrency throughout without any limitation in service. On XX/XX/XXXX, after this second round of verification of my identity ( and after Coinbase had a photo of me in their system ), I found that my ability to buy cryptocurrency from a separate bank account had been limited from $ XXXX/day to only $ XXXXday, with no explanation provided for this change and no justification in the online documentation. My husbands bank transfer limits remained unchanged at $ XXXXday throughout. We made a request from online support to return my bank transfer limits to where they had been ( and where my husbands remained ), and we received an email a few days later saying that our request was denied, again with no specific explanation or remedy. Coinbase has a responsibility to ensure that their system does not discriminate against any protected basis. As a result of their discriminatory acts, which happened at a time when Bitcoin prices were rising dramatically, I was unable to purchase the same amount of cryptocurrency as my husband was. As a result, my wallet has approximately 1/3 of the overall investment in Bitcoin that my husband was able to invest in. In addition to the above described discriminatory acts, Coinbase has no real option for phone support, so consumers have no recourse but to send an email or complete an online form and hope for a response. In our case, the responses we eventually received from customer service were unspecific, unhelpful, and completely ignored or failed to address our underlying issues. We have since realized through numerous complaints we have seen online that Coinbase has gotten away without providing customer service since the companys inception. My husband and I have detailed documentation and evidence supporting the claims made above, and will be happy to provide them if needed.
Company Response:
State: VA
Zip: 22314
Submitted Via: Web
Date Sent: 2021-10-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-12
Issue: Other service problem
Subissue:
Consumer Complaint: Hello, I am a Coinbase user. In summary, my money from the Coinbase exchange has disappeared, as well as all the transaction history, it is as if the account has been reset. I have been a Coinbase user since XX/XX/2021. Since that time and until XX/XX/2021 I have been trading with Coinbase. In the document " Access history '' you can see how I accessed on XX/XX/2021 ( from that moment I have been operating ). The problem comes when on XX/XX/XXXX I try to access my account and it asks me to verify my identity ( again ). I verify my identity correctly, although I already did when I registered in XXXX ( required to operate ). When I re-enter my account, my balance is XXXX and there is no transaction history in my account ( as can be seen in the document Coinbase Transaction History ). I have created a case in ( XXXX )- but I have no response, they always tell me that I have access to my account ( indeed, I have access, but it is not my cryptocurrency portfolio, it is at XXXX and without transactions ). On XX/XX/2021, I had around XXXX between BTC ( about XXXX ), EUR ( about XXXX ) and CARDANO ( about XXXX ).
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-12
Issue: Fraud or scam
Subissue:
Consumer Complaint: I made 2 large wire transfers to Coinbase Pro in early XX/XX/2021. Coinbase accepted my transfers, then 2-3 days later froze my account. I am unable to access or withdraw my funds. I made a formal complaint thru Coinbase Complaint email on XX/XX/XXXX, but after several emails asking me to wait longer for their " decision '', I am still unable to access my funds, or withdraw my funds- which are in excess of {$40000.00}. I contacted coinbase support several times over the course of 25 days, with no answer as to why my account was frozen, how I could recover my funds or how long they would take to give me an answer. Now, any email I send to them simply sends back an automated email saying " Sorry, this support/complaint ticket has been closed, please open a new ticket ... '' They are holding my funds with no clear path or date for resolution of whatever issue they are having.
Company Response:
State: CA
Zip: 92618
Submitted Via: Web
Date Sent: 2021-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-08
Issue: Fraud or scam
Subissue:
Consumer Complaint: XX/XX/2021 my phone started to receive text messages stating my login code. I then received a message from XXXX stating thank you for being a new customer. Soon after I found out that my Coinbase account was being hacked. I find out that the $ XXXX invested was removed and I now owe the company {$5000.00} and I have no balance. This was due to a sim-swapping hacker and I can not get Coinbase to inform me of multiple transactions or return my investment. Thank you. XXXX XXXX XXXX
Company Response:
State: VA
Zip: 232XX
Submitted Via: Web
Date Sent: 2021-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-07
Issue: Other transaction problem
Subissue:
Consumer Complaint: Coinbase Wallet made an unauthorized transaction to an unknown wallet on XX/XX/2021. They transferred XXXX XXXX ( XXXX ) resulting in a loss of over {$2400.00}. I submitted a claim and the company wrote back saying the wallet is compromised and there is nothing they can do. They suggested changing to a new wallet.
Company Response:
State: CA
Zip: 90062
Submitted Via: Web
Date Sent: 2021-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-07
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: I was burglarized on XX/XX/2021. The identity thief stole my XXXX XXXX, and using the phone the thief used 2-factor authentication ( which he had access to as he had SMS and email in phone, effectively making it use 1 factor ) to change the XXXX password. He then entered my Coinbase account using the password he created. He transferred my cryptocurrency, worth around 3k, into XXXX and transferred it. He also transferred XXXX from my bank account, and I have an outstanding balance of XXXX USD to XXXX. I reached out to XXXX within hours to lock my account. I recovered the account and changed the password after 4 days of emailing with XXXX ( who do not have live agents to help ). I then saw what had been done to my account, and have been reaching out to XXXX to revert these transactions or restore my funds after faults in their security ( only having 1 factor in 2FA and allowing huge transfers immediately after a password reset ). XXXX has been auto-responding to me, and have said they will take no action.
Company Response:
State: NY
Zip: 10003
Submitted Via: Web
Date Sent: 2021-10-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-06
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On a XX/XX/21 Coinbase announced that they were accepting the AXS token. On XX/XX/21 I transferred XXXX AXS tokens from my coinbase wallet to my coinbase account but the transfer did not go through. I contacted Coinbase about the issue, they said that I sent the old version of AXS and that they dont support that token. For the record both of these AXS tokens have the same ticker, which is AXS and when Coinbase announced they were accepting AXS, they did not explain that they didnt accept the old version of AXS. I will attach a screenshot of this email. Coinbase did not offer me any resolution to the problem.
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2021-10-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-06
Issue: Other transaction problem
Subissue:
Consumer Complaint: My problem is with coinbase.com They blocked my account for revision more than one month ago... the origin of the problem was that they send an email ( by error ) saying that my configuration of double factor login was changed, and they sugest click a button for revision of my account if I didn't do the change... I pushed the button, but after this coinbase.com published a message explaining that the e-mail of double factor change was an error that they send. The problem is that I have mi account blocked in revision from then. I sended some e-mails to coinbase requiring unlock my account, I sended photo of my face, my nathional ID card, etc... but they respond that the revision required a few days ... more than 35 days after, my account still is blocked. I have a little inversion of XXXX XXXX currency, that start with XXXX but in this time arrived to XXXX today it's in XXXX But I can not touch my money Can you help me? Thank you very much Regards
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-10-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-06
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX to XX/XX/XXXX, I made some small deposits and a withdrawal. I did some trading and had a profit of approx {$1500.00}. On XX/XX/XXXX an additional depo of $ XXXX was added to the other $ XXXX deposit on XX/XX/XXXX. That deposit just became clear. {$12000.00} was bal on XX/XX/XXXX. We put money in XXXX XXXX and on XX/XX/XXXX it was worth XXXX. On XXXX the other $ XXXX was cleared and bal was {$29000.00} which went to XXXX. On XXXX we added $ XXXX more. All this was in XXXX on XXXX, the account was at {$82000.00}. On XXXX added another XXXX. This brought the account to {$220000.00}. On XX/XX/XXXX, added $ XXXX. Now {$230000.00}. XX/XX/XXXX got XXXX of XXXX XXXX XXXX XX/XX/XXXX put the XXXX into XXXX XX/XX/XXXX XXXX at XXXX XX/XX/XXXX added XXXX. Break down {$190000.00}. XXXX {$97000.00} XXXX ( $ XXXX + interest ) {$210000.00} XXXX {$500000.00} Total {$260000.00} Basis {$240000.00} XXXX XX/XX/XXXX XXXX came due. Went to XXXX Bal {$320000.00} XXXX is {$200000.00} {$520000.00} {$260000.00} Basis {$260000.00} XXXX XX/XX/XXXX Put $ XXXX in XXXX. Also made appointment for XXXX XXXX XXXX XXXX. Will put $ XXXX in and will get 15 % -20 % XX/XX/XXXX. Sold XXXX and put $ XXXX in for subscription on XXXX XXXX XXXX XXXX coming on Friday XXXX wired $ XXXX for taxes. SCAM XXXX wanted XXXX to withdraw account
Company Response:
State: FL
Zip: 33764
Submitted Via: Web
Date Sent: 2021-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-05
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX, I received an email from what was supposed to be Coinbase stating that my account was disabled and that I needed to verify my identity. Once I clicked the link and verified my identity, I proceeded back the app to see that all of my funds in the account were gone. Approximately {$2000.00} was cleared from my coinbase/coinbase pro account. I called to speak with a customer service representative on XX/XX/XXXX, and which they stated they were not responsible and could not get my funds back. As if they weren't going to even investigate it.
Company Response:
State: AR
Zip: 72032
Submitted Via: Web
Date Sent: 2021-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A