Date Received: 2021-09-03
Issue: Other service problem
Subissue:
Consumer Complaint: My account has been under review for more than 9 months. I have uploaded my ID documents 5 times and everything is correct. I have bought and sold cryptocurrencies up to 10 months ago normally, but I have not been able to trade for more than 9 months. I opened 3 tickets with the numbers # XXXX # XXXX and another. However, I have not gotten any solution. My money has been blocked for more than 9 months and it is impossible for me to operate. I don't know what other action to take.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-09-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-02
Issue: Money was not available when promised
Subissue:
Consumer Complaint: coinbase account was shut down due to unauthorized activity on XX/XX/24, it is now XXXX and i only get automated responses saying that someone will get back to me in 4-5 days.
Company Response:
State: CO
Zip: 80122
Submitted Via: Web
Date Sent: 2021-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-02
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: On XX/XX/XXXX, Coinbase has put my account under review and they have my money withheld.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-02
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/21 I received an XXXX message from XXXX " on my phone XXXX -- -- XXXX advising me that my contact phone number was going to be modified in my COINBASE account! Then enter my account to see what was happening and change my password several times, receiving XXXX messages ( up to XXXX with the same text changed the verification code, I attach the first of them as an example ) from '' COIN '' that It is a channel of XXXX communications from COINBASE and emails communicating the changes ( up to XXXX that I attach ) Next, I received other XXXX from the address XXXX COINBASE channel, confirming various changes in my password ( up to XXXX, I attach the first of them as an example ) and then I received several SMS also from the address XXXX that later disappeared from my device, indicating on the one hand that to proceed with the verification of the account due to the multiple incidents during the previous hours I had to disable the two-factor authentication that I had enabled in my account for greater protection of funds to allow COINBASE to prevent any intervention by third parties ; and on the other, other messages also from XXXX with different codes ( up to XXXX ) that I had to enter in COINBASE emails that I was receiving ( AT LEAST I RECOGNIZED THEM AS GENUINE ) requesting the codes received by XXXX from XXXX. As it seemed a process to me. Sophisticated enough to be genuine, I followed the steps requested and answered the successive emails from COINBASE until once the process was finished I could not access my account, as a third party had created a new XXXX double-factor verification and I did not I had access to it ( this happened at XXXX pm ) my last password had already been changed. All the XXXX and emails disappeared from my email account and from the phone, so I came to the conclusion that my account had been hacked. To this day I still can not access my COINBASE account. I have been asked from COINBASE support to first create a new temporary account to restore my account and verify it by identifying myself through XXXX, which I have already done. Then they asked me to restore my original account whose login email is XXXX, create a new password for my XXXX email, and verify that my devices were not infected by a virus, which I have also done. ( I will attach in step 3 of this complaint several of these COINBASE support emails received ). Then they ask me to access my account but since the double factor XXXX verification is enabled by a third party, I can not and even though I have explained the situation, they do not solve the problem and insist that I access the account when they know perfectly that can not! As COINBASE recognizes in the mail of the XXXX, it amounts to {$8300.00} as of XXXX, stolen between XXXX AM and XXXX AM. XXXX XXXX PM XXXX XXXX XXXX $ XXXX - XXXX XXXX XXXX PM XXXX XXXX ETH $ XXXX XXXX XXXX XXXX PM XXXX XXXX XXXX $ XXXX XXXX Therefore, from XXXX on the XXXX and XXXX on the XXXX, COINBASE had more than XXXX hours to send me an email or simply block the account temporarily. The complaint in the first place has to do with the COINBASE security breach that, seeing the successive password changes and XXXX double factor authentication, which happened on XX/XX/21, should have temporarily blocked the account to proceed to verify my identity and ownership of the funds and thus protect my savings. In addition, the complaint is in the sense of the lousy customer service, unable to provide solutions and with meaningless automatic responses because I have done everything they have requested. They also offered me a one-time refund, which implies that some mistake they know they have made, however I have not received any news about it.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-09-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-02
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Back in XX/XX/XXXX I attempted to move my crypto from my vaults to my wallets but forgot my second confirmation email address because it was established in approximately XXXX or XXXX. I had to verify my identity, I did that and even hired an attorney to write the company coinbase to facilitate the move of my assets as coinbase indicated they would move the assets for me once verified, I received an email from coinbase indicating verification and yet they have not moved my assets from my vaults to my wallets and continue to cause me great distress, I lost XXXX upon XXXX of dollars due to this
Company Response:
State: GA
Zip: 302XX
Submitted Via: Web
Date Sent: 2021-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-02
Issue: Other transaction problem
Subissue:
Consumer Complaint: I have a card of different types of cryptocurrencies with the company COINBASE, and since last XX/XX/2021 and if there is any explanation, said company has my account blocked due to which I can not buy or sell anything, it is like money seized by them. They do not have any customer service available for XXXX. I beg solution to the problem
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-09-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-02
Issue: Fraud or scam
Subissue:
Consumer Complaint: In early XXXX I bought XXXX XXXX dollars of a crypto called XXXX on Coinbase at around XXXX dollars. In early XXXX I added to my position and bought another XXXX XXXX dollars of XXXX for around XXXX dollars. As of today XXXX is XXXX dollars which brings my account on coinbase to nearly XXXX XXXX dollars. Over a month ago Coinbase deactivated my account for an unknown reason and has not resolved the issue since than. I have a open long position of chainlink I am unable to cash out since coinbase will not let me access my account I have submitted a support ticket ( Case # XXXX ) with nothing resolved. I have submitted a formal complaint ( Complaint # XXXX ) with nothing resolved. Coinbase has robbed me from my money and an active open long position worth nearly XXXX to date. Please help me access my account to get my money out of Coinbase. I have attached the last email I have received from Coinbase on XX/XX/XXXX.
Company Response:
State: WI
Zip: 53029
Submitted Via: Web
Date Sent: 2021-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-02
Issue: Other service problem
Subissue:
Consumer Complaint: XX/XX/2021 reached out to Coinbase support to help on 2 factor identification issue locking me out of my account. My phone number had changed and I could not receive the 2 factor code. XXXX XXXX I have followed all their support instructions, uploaded ID images, pictures of myself from web cam, etc. XX/XX/XXXX received email " Our team is currently reviewing your account to find best solution ''. XX/XX/XXXX requested status XX/XX/XXXX requested status XX/XX/XXXX requested status XX/XX/XXXX requested status I have not had access to my account or funds for over 30 days. This is not acceptable and it seems like it should also be illegal to not help customers gain access to their account to trade.
Company Response:
State: GA
Zip: 30075
Submitted Via: Web
Date Sent: 2021-09-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-01
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX at approximately XXXX XXXX my phone stopped working. I contacted XXXX XXXX XXXX which took several hours and they told me that my phone number was ported to XXXX. I asked who authorized the port and they said I did. I asked what is needed to port the phone number. They said on business accounts you need. Business name - Public information Business Address _ Public Information Tax ID # - Public information Cellular account # They would not allow the reversal because the number was no longer associated with XXXX XXXX XXXX. I had to go through a Fraud process and XXXX XXXX XXXX had to request it back from XXXX. I also called XXXX and pleaded with them that my number was illegally ported and if they could at least suspend the number. No one would help. Meanwhile the hacker at XXXX XXXX initiated a password reset of my email account and a password reset of and a transaction at Coinbase. According to coinbase rules and regulations, when there is a password reset, and a transaction is initiated from a new device, there is a mandatory 24 hour hold on the transaction to avoid any type of fraudulent activity. I contacted coinbase within 90 minutes of the hack. The hacker also set up a XXXX on my email account so I was locked out. My computer at work was fortunately still logged in but I had to wait until the next morning to check it. Meanwhile I made a support ticket at coinbase and notified them that my phone and email had been hacked and to freeze my account. I did this at around XXXX XX/XX/XXXX. Coinbase responded at XXXX XXXX on XX/XX/XXXX confirming my request. Coinbase sent me an email at XXXX am XX/XX/XXXX - stating they were working with a specialist to address the issue. The next morning I checked my email at work. My computer was still logged inland I was able to check the activity that the hacker did, but was unable to take control back because of the XXXX. I found some information on the hacker. Email : XXXX Platform : XXXX Browser ; XXXX IP Address : XXXX I sent this info to coinbase at XXXX XXXX XX/XX/XXXX They responded at XXXX XXXX XX/XX/XXXX With the same generic email, stating that a specialist was working on it. Since then they have been non responsive. I have a police report, I contacted the FBI, and now in need of your help. To date there is over {$600000.00} in cryptocurrency that is missing.
Company Response:
State: CA
Zip: 91387
Submitted Via: Web
Date Sent: 2021-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-01
Issue: Fraud or scam
Subissue:
Consumer Complaint: I cant get into my account with Coinbase, a company listed on the XXXX stock exchange. I have an account for 5 months, 1 1/2 months ago I started getting texts and emails ( emails were sent to trash, but I never trashed any emails ). When I go into the spot that says change password, I change it but then the 2 step verification comes up with a phone number which is not mine. I cant get the code from the 2 step verification because its not my phone number. I tried to change phone number but it asks for current phone, i tried my real phone number because I dont know number they listed because it has xxxx except last 2 digits. I think my account has been hacked or Coinbase is not helping fix my problem. I cant call them, no phone number, I have sent many emails from their help.Coinbase.com site. But each time I do I get those emails with a case number ( as I mentioned previously in trash ). I send a response from that email and they say this case has been closed.I am in this terrible loop and its been 1 1/2 months now and cant get into my account. I need help Case # XXXX or XXXX, 5ese might be old because I cant get a straight response
Company Response:
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2021-09-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A