Date Received: 2021-09-02
Issue: Other transaction problem
Subissue:
Consumer Complaint: Coinbase Case # XXXX and Case # XXXX COMPLAINT No Access They totally disabled all of my Coinbase and Coinbase Pro Applications After I notified them of an unauthorized transaction of {$33000.00} on XX/XX/XXXX from my XXXX XXXX account into my Coinbase USD Wallet. I can not access even a logon page! I get the following message We are having connection Issues. Were looking into it right now. Please quit the app and try again. Your funds are safe. page when I try to access it from a computer, XXXX, or XXXX. Since XXXX I have had no way to obtain and review statements and transaction history for either Coinbase or Coinbase Pro accounts in the sum of over {$60000.00}. They do not provide any paper copies. So, I have no way of tracking whats happened to my money since XXXX. I tried to use the 888 number and could not get through. Since XXXX I have not been able to take advantage of trading my money to get better gains They have replied with 8 emails regarding Case # XXXX and Case # XXXX : XX/XX/XXXX ( XXXX ), XX/XX/XXXX ( XXXX ), XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX On XX/XX/XXXX They sent me XXXX different emails with XXXX different case numbers Case # XXXX and Case # XXXX. They replied that I could follow troubleshooting procedures and they still require information that I had already sent. I replied to them stating that I sent it and did they receive it. I didnt receive a reply. On XX/XX/XXXX The acknowledged that they had locked me out. Hi XXXX, thank you for reaching out to us and your patience. Weve temporarily locked your account so it remains safe until we can confirm your devices and email are secure. If you have not already done so, you should also enable 2-step verification on your email account. Additionally, please check your email for any unfamiliar rules, filters, forwarding addresses, or recovery emails. Also note that resetting your Coinbase account password will NOT automatically unlock your account. Please reply back to this email indicating that youve completed the steps above, and youre ready to restore access to your account. If you no longer have access to your mobile device or original phone number, let us know so that we can assist you with additional steps for account recovery. Thanks in advance for your cooperation and understanding. We look forward to helping you quickly and safely get back into your account. For additional safety measures you can take to ensure your account is secure, check out this help article : https : //help.coinbase.com/en/coinbase/privacy-and-security/data-privacy/how-can-i-make-my-account-more-secure? ref=es Regards, Coinbase Support Again I responded the next day with what steps I had taken but couldnt complete all because I couldnt access the account. On XX/XX/XXXX They stated, the following Hi XXXX, Thanks for reaching out. Having investigated the issue, we are working with a specialist to address it properly. We will follow-up with you as soon as we have an update. Thank you for your patience. This let me know something smore serious must be at work. On XX/XX/XXXX I sent them an email that stated the following, Hey XXXX Coinbase Support, Can you provide an update on what the specialist found? Can you also provide a reasonable timetable of when this will be resolved and provide and explanation of what technically happened, the residual risk to my account and mitigations made to reduce or eliminate the residual risks? In the meantime I do not have access to my account status, I do not have any control For moving my funds back from where it was transferred, I can not even validate that I am actually corresponding with Coinbase officials, nor validate that my funds are secure. This is causing me some anxiety. Sincerely, XXXX XXXX XXXX from my XXXX. On XX/XX/XXXX I responded with another email stating the following. Since you have not responded to any of my recent emails, I will be forced to file a complaint to government authorities. Sent from my XXXX On XX/XX/XXXX They sent me an email on how to gain access to my account, but the instructions were useless since they are blocking access. This is a repeat of the previous messages. On XX/XX/XXXX they sent me another email on how to regain access but again I couldnt access their site. This is a repeat of the previous messages. Since XX/XX/XXXX they have not answered any of my emails.
Company Response:
State: MD
Zip: 20721
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: Wave 3 : another {$800.00} lost on XXXX!!! Hello, I pulled down the report and it shows fresh buys today for {$800.00}. I am not making these purchases and I don't know where/how they are charging these amounts. I recommend all purchase and/or transfer activity be shut off in my account immediately to avoid further fraudulent activity. Also, please remove any financial accounts ( debit cards/bank account info ) from my account in order to avoid this activity. Thank you, XXXX XXXX XXXX Prior situation XX/XX/XXXX and XX/XX/XXXX UPDATE - HACKED AGAIN TODAY! CASE # XXXX as of XX/XX/XXXX @ XXXX : UPDATE 2nd incident happened today!!! FIRST INCIDENT XX/XX/XXXX @ XXXX to XXXX My account was taken over by someone in XXXX, AZ with an IP Address XXXX Beginning at XXXX PDT and ending at XXXX PDT on XX/XX/XXXX unauthorized access ( account compromised ) and a series of unauthorized transactions occurred : ( 1 ) Conversion of my XXXX XXXX to XXXX BTC [ Value = {$270.00} ], reference code XXXX ( 2 ) Conversion of my XXXX COMP to XXXX BTC [ Value = {$15.00} ], Reference code XXXX ( 3 ) Three ( 3 ) unauthorized purchases of BTC using my XXXX debit card ending in XXXX : PYMT SENT COINBASE XXXX XXXX CA Amount {$450.00} ; Ref # XXXX [ {$430.00} in BTC, {$17.00} fee ] PYMT SENT COINBASE XXXX XXXX CA XXXX {$200.00} ; Ref # XXXX [ {$190.00} in BTC, {$7.00} fee ] PYMT SENT COINBASE XXXX XXXX CA Amount {$100.00} ; Ref # XXXX [ {$96.00} IN BTC, {$3.00} fee ] ( 4 ) Eleven ( 11 ) Transfers out of unauthorized BTC purchases to XXXX : XXXXBTC { Value = {$89.00} ] at XXXX PDT plus XXXXBTC transaction fee [ {$0.00} ] XXXXBTC { Value = {$89.00} ] at XXXX PDT plus XXXXBTC transaction fee [ {$0.00} ] XXXXBTC { Value = {$89.00} ] at XXXX PDT plus XXXXBTC transaction fee [ {$0.00} ] XXXXBTC { Value = {$89.00} ] at XXXX PDT plus XXXXBTC transaction fee [ {$0.00} ] XXXXBTC { Value = {$89.00} ] XXXX XXXX PDT plus XXXXBTC transaction fee [ {$0.00} ] XXXXBTC { Value = {$89.00} ] at XXXX PDT plus XXXXBTC transaction fee [ {$0.00} ] XXXXBTC { Value = {$89.00} ] at XXXX PDT plus XXXXBTC transaction fee [ {$0.00} ] XXXXBTC { Value = {$89.00} } at XXXX PDT plus XXXXBTC transaction fee [ {$0.00} ] XXXXBTC { Value = {$89.00} } at XXXX PDT plus XXXXBTC transaction fee [ {$0.00} ] XXXXBTC { Value = {$89.00} } at XXXX PDT plus XXXXBTC transaction fee [ {$0.00} ] XXXXBTC { Value = {$89.00} } at XXXX PDT plus XXXXBTC transaction fee [ {$0.00} ] My account was taken over by someone in XXXX XXXX, CA with an IP Address XXXX SECOND INCIDENT XX/XX/XXXX @ XXXX to XXXX Beginning at XXXX PDT and ending at XXXX PDT on XX/XX/XXXX unauthorized access ( account compromised ) and additional unauthorized transactions occurred : One ( 1 ) unauthorized purchases of BTC using my XXXX XXXX card ending in XXXX PYMT SENT COINBASE XXXX XXXX CA Amount {$100.00} ; Ref # XXXX [ {$96.00} in BTC, {$3.00} fee ] At XXXX someone in XXXX XXXX XXXX CA with an IP Address XXXX requested access to my account Two ( 2 ) Transfers out of my account took place to XXXX, removing residual BTC from the XX/XX/XXXX incident and the new fraudulent purchase. Details : XXXXBTC [ Value = {$8.00} ] at XXXX PDT plus XXXXBTC transaction fee [ {$0.00} ] XXXXBTC [ Value = {$98.00} ] at XXXX PDT plus XXXXBTC transaction fee [ {$0.00} ] PLEASE CONTACT ME SO WE CAN RESOLVE THIS! Regards, XXXX XXXX XXXX XXXX Cases # XXXX / # XXXX / # XXXX
Company Response:
State: FL
Zip: 32708
Submitted Via: Web
Date Sent: 2021-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-01
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2021 I was trying to log into my Coinbase account on my laptop, which I had done only one or two other times as I normally use my phone app. After entering my login in credentials there was a message stating that my " Account had been restricted and that I need to call the number provided. '' There was also a chat window in the lower corner. I chose to use the chat to notify customer service that my account was locked. The person on the other end responded and told me that my account had been compromised by someone in OHIO. They asked me to open up the email from Coinbase and request that the IP address City : XXXX, Country : United States, IP Address : XXXX in the email not be authorized on my account. They then explained that a customer service rep would call my phone to walk me through the rest of the restart and unlocking of my account. I received a call from XXXX. I began to get suspicious, so I hung up and I called the phone number on the screen, XXXX. When the person answered I asked the individual to verify his employment with Coinbase and he gave me a name to XXXX and find his XXXX account. I started to receive messages via SMS and they asked me to enter those ID number to verify my identity. He then asked me to download a program XXXX, which I already had on my computer. From there he requested access to my computer in order to reset my profile for Coinbase. As he began to clear my cache and then he opened a browser window to open my Coinbase login screen and logged in to my account, I saw the list of withdrawals. I started to strongly question what he was doing and began to get upset. He was trying to reassure me that he was trying to help. I hung up with him. I used a different computer to XXXX a customer service number for COINBASE support, XXXX. I immediately chose the option to freeze my account. From there I reached a customer service representative that would not disclose any of my account information or balances on my portfolio. She tried to reassure me that everything was going to be okay and that it was going to take about 24hours to get my account reset and recovered. I repeatedly asked to speak to someone in their fraud/security department and was told she had no way to transfer the call and that they would be sending an email for my to communicate any fraud issues with my account. This company processes billions of dollars of transactions everyday. It is unacceptable that they do not have a fraud department to assist in asset recovery for their customers!! On XX/XX/2021 at XXXX I received an email that my Coinbase account was recovered, I immediately logged in and reset my password. ALL of my portfolio both USD and Cryptocurrency was converted to Bitcoin ( {$40000.00} ).
Company Response:
State: OR
Zip: 97520
Submitted Via: Web
Date Sent: 2021-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-02
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX I was logged out of my coinbase.com account and lost access to it. This was because my phone number was sim swapped and someone got my personal information. I was sim swapped on XX/XX/XXXX and this happened on the XXXX of XXXX of this year ( 2021 ). I had close to {$8000.00} in Bitcoin in my account. I emailed Coinbase.com multiple times but no response has been received.
Company Response:
State: FL
Zip: 33572
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: Other transaction problem
Subissue:
Consumer Complaint: My account in Conbase has been blocked and I can not access my virtual currencies or my XXXX money
Company Response:
State:
Zip: XXXXX
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 am a customer with Coinbase. In XX/XX/2021, my account was locked and under review as i saw an error message on screen and clicked the support link to check about this. After dozens of emails and verifying myself, it was only unlocked the end of XX/XX/2021. When unlocked, i saw transaction, a withdrawal of {$40000.00}. My account was locked so it was not me. I sent another email to them and they locked my account again. For security reasons. It was locked when my investment was taken so i am not sure how this provides any security to my account. My case number is XXXX. Nobody will get back to me about this but they do send generic emails which asks for a bit more time. I have had enough.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-31
Issue: Fraud or scam
Subissue:
Consumer Complaint: Coinbase has placed a hold on my account, without any noteworthy activity on the account. CFPB previously assisted in an account issue a couple years ago for the same account, and now we're back at it. If my account is not restored within the specified timeframe, and access to my funds remains blocked, I will pursue legal action. Case ID # XXXX.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-31
Issue: Fraud or scam
Subissue:
Consumer Complaint: Hi, On XX/XX/2021 morning approximately XXXX XXXX, while checking my coinbase cryptocurrency portfolio on Coinbase Pro, i saw my funds reduced from approximately {$90000.00} USD to {$28.00}. I was stunned but realized that my account may have been compromised. I then tried to reach to coinbase and got to know how to lock my account on an automated phone service. I locked my Coinbase account as soon as possible. Roughly in 20-25 mins, if i remember correctly. I reached to coinbase support and they said they will assign a specialist who will only communicate on an email. After few hours coinbase responded with an investigation report ( attached in this complaint ), saying that my phone was compromised and my username/password alongwith 2FA was used by hackers to loginto my coinbase pro account and send the funds through an Ethereum wallet. They can not do anything and shrugged off entire responsibility. Very next day i reported this crime to my XXXX XXXX, FL law enforcement who immediately connected me with Detective XXXX XXXX from XXXX Financial Crimes unit, Florida. He has been handling my case since XXXX XXXX. Meanwhile, I reset all my email passwords, coinbase passwords, and recovered my locked coinbase account on XXXX XXXX. I want the authorities to know the below : I have followed all the security recommendations given by Coinbase including 2FA using XXXX XXXX app. Infact, another important step i had taken in security was I had enabled crypto address " XXXX '' on Coinbase, to ensure no withdrawals happen outside my approved list of crypto address/wallet. According to Coinbase, if you enable whitelisting, no funds of any coin can be withdrawn outside the approved/whitelisted addresses/wallets. Despite this the hackers were able to withdraw to a net new ETH address. Infact, I never have even setup an ETH address/wallet that is whitelisted. Coinbase support has not been helpful at all. Infact they have not responded to my " XXXX '' query since XXXX XXXX. Such a big fraud and look the way they treat customers and shrug off security responsibility. On XXXX XXXX XXXX sent approximately XXXX people errorneous 2FA reset text message. This means they have some serious problems with 2FA internal security and being a public company, they need to be transparent about their internal investigation. I have checked my phone for viruses with XXXX scanner and i have attached proof that my phone is not infected. I need strong action against this company. I need justice. I have lost my life savings here : (
Company Response:
State: FL
Zip: 32746
Submitted Via: Web
Date Sent: 2021-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-31
Issue: Fraud or scam
Subissue:
Consumer Complaint: Hello, my name is XXXX XXXX, I am from XXXX with XXXX XXXX. I have problems with the Coinbase company since I have the account blocked and under review for more than 6 months. I have tried to contact them many times and they close the disputes automatically and the result is always the same. I wanted to be able to recover around XXXX in cryptocurrencies but I can't since my coinbase account is blocked I hope I can get my money back and I'm writing here since I'm in a situation where I don't know what else to do. Really thank you very much and I await your response.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-08-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-31
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Hello my name is XXXX XXXX. I have made a complaint numerous times to Coinbase the company to remove the restriction on my account and let me have access to my money but they have ignored me for almost 2 years with no solution and I have about XXXX in my account that I want to take back and but they are being very scammy. It is almost impossible trying to reach a live agent to help you solve your problem its so bad I have night sweats and headaches trying to get my money out and I have been stressed for 2 years trying to find a solution please help me!!!
Company Response:
State: MA
Zip: 02118
Submitted Via: Web
Date Sent: 2021-08-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A