Date Received: 2021-09-18
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: This is a mess... I have screenshots and made an extensive spreadsheet with transactions... I have been locked out of my account for a week.. I Just retained access and recovered my account today ( XXXX ) to see all of the fraudulent transactions... It is overwhelming to crunch all of the data on top of anxiety and stress of having my money stolen and taking losses in the crypto market without the ability to buy/sell any assets... I am beyond frustrated... please escalate this issue... I have been staying up day and night in worry and research... Besides that the customer service is not very helpful... I feel helpless... please escalate and respond ASAP This is affecting my physical and mental health.. *Early calculated losses include : ( A unauthorized withdrawal of ( XXXX ETH with a price of {$3700.00} per ETH ) ( from my Coinbase Pro account which is confirmed my a " time-stamped '' screenshot taken shortly before this debacle began ... .I keep good records of my funds... The hacker also converted ( XXXX ICP with a spot price of {$59.00} at time of transaction excluding fees into ( XXXX BTC ) from my coinbase account and then sent it to some unknown wallet ( Wallet : Sent XXXX BTC to XXXX ) ( {$82.00} USD Total ... .according to transaction history ) If I were to try to calculate the losses only including what was stolen from me ( not accrued losses due to loss of trading functions in my account platform ... .to which I still can not access ) would give a early- '' rough '' estimate of ( {$650.00} ) ... .this is unacceptable... and doesn't include my loss of time with my occupation, my children, and my sanity... someone need to respond quickly and give me some answers of I will have to start some litigation processes... I received an email about degraded service and then this happens ... what is going on? On XXXX ... frustrated beyond belief about no resolution into the fraudulent charges occurring on XXXX and XXXX attempted to close my Coinbase account that only had {$12.00} USD remaining in my balance from the debacle of online fraud... When I closed out the Coinbase account ... I then went to my Coinbase Pro account to find out that I could no longer access it ... I had a balance of roughly {$1900.00} USD in that account, which is no longer accessible... I just want to be refunded my money from this online service, including the NSF fees that were charged ... .this does not include the losses I suffered in the volatile crypto market during the time I could not buy/sell/deposit/withdraw/ or access any of my assets... this is robbery with horrible customer service... I feel helpless and frustrated... and my family is at wits end as well.. A total loss of {$2500.00} of assets, that I can not recover for transactions that I did not authorize, also resulting in ( 2 ) NSF fees from my bank for ( $ XXXXeach ). Countless attempts to resolve these issues were not resolved in a two week timeframe...
Company Response:
State: LA
Zip: 70592
Submitted Via: Web
Date Sent: 2021-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-18
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/2021 I tried to transfer XXXX BTC from Coinbase to an external wallet that I control. I received a message that the send would be delayed unless I verified my ID. I sent photos of my ID and a selfie to them and was immediately logged out of my account. I tried to log back in and it says For your security your account has been disabled. I contacted support and they reenabled my account within an hour. I was able to log in but the transaction was canceled. I tried to initiate the transfer again and the same exact issue happened again. They fixed it again and the transfer was canceled again. However, the third time I tried with exact same results I get no response from support. They just keep merging my support tickets into one and no other response. I know that my external wallet address is good because I successfully completed a small {$10.00} transaction the day before. I am completely locked out of my account with no support whatsoever.
Company Response:
State: TX
Zip: 78602
Submitted Via: Web
Date Sent: 2021-09-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-18
Issue: Fraud or scam
Subissue:
Consumer Complaint: Good evening there, I hope you're well. Given CFPB long experience, regarding consumer protection, I'm sure the following case is nothing new for your agency. OBJECT : Coinbase illegal freezing of assets The Coinbase account was opened on XX/XX/XXXX. Trading activity was smooth and KYC process was fully completed. On XX/XX/XXXX, account got frozen without prior notice. No explanation or communication was received either. Ticket # XXXX was opened, inquiring about the issue. No reply received. Costumer Support replied only after complaining on XXXXXXXX Coinbase page. No explanation was provided, instead Costumer Support tried explaining how they were reviewing the possibility to withdraw via ACH. Coinbase is totally aware that ACH transfer is only available for US clients, which is not this case, since the account is from XXXX. It seemed, like searching every possible way, to withold the funds. Our next email pointed out the ACH impossibility and formally requested explanations. Along with this, an update was published on Reddit.com. Costumer Support 's next move was to officialy close the Coinbase account, delete any post from XXXX and ban the account from publishing more. Therefore, given Coinbase ToS about account 's closure, we requested to withdraw the balance. " You are allowed to withdraw all funds from your Coinbase account and send it to any wallet address you choose .... before the account closure proceeds. '' ( https : //help.coinbase.com/en/coinbase/other-topics/other/does-coinbase-freeze-accounts ) No reply was ever received. All following emails went unanswered. Viewing Coinbase as a respectable business, with a solid base, this behaviour seems odd to say the least. Thanks a lot for your assistance. I wish you a pleasant day.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-09-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-17
Issue: Other transaction problem
Subissue:
Consumer Complaint: I have tried multiple times to contact Coinbase to get information from them. On XX/XX/2021 they removed XXXX $ from my bank account and the only resolution I was able to get was by speaking with my bank and getting this reversed. Then I made a mistake on XX/XX/XXXX and sent XXXX from my Coinbase XXXX to my Coinbase XXXX account and the funds are not showing in my account. Coinbase refuses to answer my emails since XX/XX/XXXX and I am hoping you can email them and scare them into complying and helping me finally. I have exhausted all other channels. Case # XXXX
Company Response:
State: IA
Zip: 525XX
Submitted Via: Web
Date Sent: 2021-09-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-16
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Coinbase has locked my account and wont send me the password reset link. Automated Bots answer their email support and provide no help besides suggesting to look in spam folder. Numerous cases like mine reported.
Company Response:
State: MA
Zip: 01752
Submitted Via: Web
Date Sent: 2021-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-16
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2021, I sent XXXX Of my HEX coins to my Coin base account from my XXXX mask account ( valued close to {$23000.00} on that date ). Coin base received my coins and the transaction was successful. Transaction ID : ( XXXX ) The Coins/funds was never credited to my coin base account. I reached out to coin base customer service to find out why my HEX coins ( or their value ) were not in credited to my coin base account, I got back from coin base customer service stated that HEX coins are not used in coin base. So, I sent another email to Coin base customer service to resend the HEX coin back to my XXXX XXXX XXXX since the transaction was done/ completed and the HEX coins are in their platform and out of my XXXX XXXX XXXX, but they never did giving me the same story as HEX coins are not used in their platform. I filed a compliance compliant with coin base and the answer was the same as their customer service. I would like to file a complaint about their business practices and in the way they are maliciously and fraudulently holding my HEX coins and how I am not able to get them credited on my coin base account or refund them back to my XXXX XXXX XXXX COIN BASE is publicly traded company, and they need to stay away from shady practices and keeping investors monies as hostages. The bottom line I am not able to get Coin base to credit my account or refund my HEX coins/ money, please help. Kind regards.
Company Response:
State: FL
Zip: 32207
Submitted Via: Web
Date Sent: 2021-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-15
Issue: Fraud or scam
Subissue:
Consumer Complaint: Coinbase has put my account under review and are holding my funds I have contacted support multiple times you get no response after looking for advice on the Internet I am not the only one coinbase are doing this to thousands of customer they have basically stolen my money
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-09-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-15
Issue: Money was not available when promised
Subissue:
Consumer Complaint: coin base has received direct money wires from XXXX XXXX and refusing to release the fund in a timely manner
Company Response:
State: IL
Zip: 61832
Submitted Via: Web
Date Sent: 2021-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-15
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/2021 all trading was disabled on my Coinbase XXXX account again, and my attempts to place a sell order resulted in the following error message : 'SELLS ARE DISABLED. ' On XX/XX/2021 at XXXX XXXX I wrote to Coinbase support to report the issue ( Case # XXXX ). On XX/XX/2021 at XXXX XXXX I received an email from Coinbase Support asking what error message ( s ) I was receiving, and/or to provide a screenshot of the issue and upon receipt of the information requested above, they would work hard to quickly address this issue ( ref : XXXX : ref ) On XX/XX/2021 at XXXX XXXX I replied to Coinbase Support via email providing an attachment with a screenshot of the issue showing the error message 'SELLS ARE DISABLED. ' On XX/XX/2021 all trading is still disabled on my account when this was supposedly resolved after a previous complaint to the CFPB.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-15
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: On XXXX I tried to log into my conbase account and I was unable to do do. When I called customer support, they hung up on me.
Company Response:
State: TX
Zip: 75217
Submitted Via: Web
Date Sent: 2021-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A