Date Received: 2021-08-30
Issue: Other transaction problem
Subissue:
Consumer Complaint: I have been a customer of Coinbase since XXXX with a simple coinbase crypto wallet. Unfortunately, I lost access to one of the email accounts that was used to log into my coinbase wallet account. I also lost access to the phone number and XXXX XXXX to that account. However, I still remember the old email and password and am able to log in, but once I log in, there is a security prompt for an XXXX to that email, phone number or XXXX XXXX ( which again, I've lost all access to ) so I can not progress any further. The last time I had access to this account was XX/XX/XXXX. I've tried multiple times to do an account recovery via their website so I can prove my identity and that I am the person on the account, but no one has responded from coinbase. It seems almost impossible to reach a human as I've only had responses from bots. I've checked on many forums like XXXX and XXXX and it seems thousands of people have or are experiencing the same issue. That said, I recently received a letter on XX/XX/XXXX from coinbase and their law firm stating my unclaimed property will be handed over to the state that I reside in if I don't sign this letter and email it back by XX/XX/XXXX to confirm I am the account owner and that I do not want to hand it over to my state. I signed the letter and emailed it to coinbase 's law firm and then I received an email stating that it's not enough and that I now also need to access my account by XX/XX/XXXX. I was confused because the letter stated I only need to return this letter to stop the transfer to the state, but the email response from them contradicted that letter. I've raised another ticket with coinbase in hopes I can prove my identity and gain access to my account again. I am filing a complaint here in hopes to get some help to reach someone at coinbase to assist me and close this case. Thank you.
Company Response:
State: WA
Zip: 98030
Submitted Via: Web
Date Sent: 2021-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-29
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: Hi there, On XX/XX/XXXX I had someone call me saying they were from my bank and they were working with Coinbase to secure my account as it had been compromised. They knew my account number and date of birth as proof, and told me that they were working with Coinbase to set up a new external wallet, and that my coins had to be transferred there before I lost everything. I want to be clear that throughout no part of this did I share my password, any XXXX code or download/install any app or software on any of my devices. My phone has not been lost or stolen at all, and I use a strong password including letters, numbers, and upper/lower case characters. The two transactions on XX/XX/XXXX ( of Bitcoin and Ethereum ) from my account were to a scam wallet address, and the cybersecurity breach continued on XX/XX/XXXX when they sent what remained of my Ethereum to another scam wallet address without me even being logged in. I have receipts of the texts and calls I received from these scammers, and recorded part of the conversation for evidence. The below transactions were all part of a scam and cybersecurity attack, with the first ( and most recent ) happening this morning despite having XXXX fully enabled on my account. I have email receipts for each of these transactions, too : 1. XX/XX/XXXX : 2.XXXX ETH to XXXX 2. XX/XX/XXXX : XXXX BTC to XXXX 3. XX/XX/XXXX : 5.XXXX ETH to XXXX To provide additional information I have been in touch with Action Fraud, the police and my bank account to notify them about this which all happened within the last 3-4 days, and I have a case number which I can provide to you if necessary, too. The loss of funds has been exclusively from my Coinbase account, with none of my other personal accounts having been subject to a scam/cybersecurity breach. I have raised a case and complaint with Coinbase, but have yet to hear back on this ( Case # XXXX, Case # XXXX, and Complaint # XXXX ). I can prove that I as the genuine account holder still have access to my email address and provide any form of authentication necessary, including a photo of the front/back of my ID or passport if needed for your own security purposes. Please do assist me with this if possible, as the three transactions listed here total to a significant amount and has left me devastated as a result. For the time being I have requested my account to be disabled to prevent what little is left from leaving my Coinbase account. XXXX, XXXX
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-08-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-29
Issue: Other transaction problem
Subissue:
Consumer Complaint: Coinbase Decline to credit my XXXX tokens or send it back. Day of transaction XXXX The transaction ID is XXXX The deposit address I sent was XXXX Support Case is # XXXX -Transferred XXXX XXXX tokens to an address provided by Coinbase XXXX - I was promised transfer would be credited within 35 confirmations. - Support first claimed I didn't own the address. - When I proved I did own it, They said I sent an unsupported token. The currently only support XXXX - There was no disclaimer when creating the deposit address they only supported XXXX. - Several days after back and forth I check and now there is a disclaimer saying they only support XXXX and you will lose XXXX tokens. This was not clear before. - I want to be credited the amount in current time USD or have the tokens returned to my original address. -They have the ability to do this since they own the wallet. Thank you, XXXX XXXX
Company Response:
State: MI
Zip: 48336
Submitted Via: Web
Date Sent: 2021-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-29
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: Everybody : Read this and complain about coinbase at XXXX XXXX XXXX XXXX XXXX XXXX # XXXX and here : Report possible securities fraud to the SEC. Call OIEA at XXXX, ask a question using this online form, or email us at Help@SEC.gov. This is a public company and they can't pull this BS anymore. Edit : I posted a draft of this : Hi, One XX/XX/XXXX, I had purchased a cryptocurrency from the public company Coinbase. Upon purchasing the cryptocurrency, I was allowed to withdraw it like any other coin on the coinbase platform. The abbreviation for the cryptocurrency purchased was called XXXX XXXX. Basically, I wanted to withdraw the currency, and was able to as well. When I was submitting my withdrawal request, coinbase gave me an estimated time of " instant '' processing time ( Can submit photo evidence ). However, it has already been 8 hours and I have still been unable to withdraw it. I have contacted their support and there is no response through email during market hours. Moreover, they ask for a transaction ID when contacting their specific team of support and I am not even given one. This means that the error is purely from their end and their support for other problems are not even responding. Morever, I am unable to sell or exchange that currency back to anything else. You could imagine, that Coinbase gave me an estimated time of being instant but I am now stuck with the option of waiting over a day without the option to cancel the transaction. For all we know, the price of the cryptocurrency might go to XXXX and I would still be stuck holding the coin waiting for coinbase 's transaction to go through. This is just ridiculous and should almost be fraud in some sense. Who would be responsible for these financial losses? I want to report coinbase for fraud and deceiving lies, which should not be tolerated for a publicly operated company where users deposit their money with a platform. Thanks
Company Response:
State: CA
Zip: 94608
Submitted Via: Web
Date Sent: 2021-08-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-28
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Coinbase has prevented access to my daily transaction BTC reports by delegating administration privileges to XXXX. Coinbase continues to tell me, " we hope you have solved your problems. We have closed this case ''. Meanwhile nothing has been done and I am asked to submit another request using the same email thread when I inform them that I see no results. I have informed them that legal proceedings will commence under UCC guidelines through FTC Financial Crimes Unit. I wish to further generate citations and submit to the FCC and FTC, please acknowledge such and forward to my email XXXX XXXX
Company Response:
State: NV
Zip: 895XX
Submitted Via: Web
Date Sent: 2021-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-28
Issue: Fraud or scam
Subissue:
Consumer Complaint: My account with Coinbase was drained of all its money.I reached out to them several times but they keep stonewalling me.The first case number I opened with them was Case # XXXX which was not resolved and they decided to close it.The next case number I opened with them is Case # XXXX.Apart from acknowleging and giving it a case number nothing is being done.I cant reach them by phone.Only Email and they are not responding with a live person.
Company Response:
State: CA
Zip: 957XX
Submitted Via: Web
Date Sent: 2021-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-27
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX my XXXXoinbase account was taken over. I notified Coinbase and they have been vague and non compliant regarding my Coinbase account.
Company Response:
State: FL
Zip: 33781
Submitted Via: Web
Date Sent: 2021-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-27
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I had an account with Coinbase for a short time. I tried to withdraw my money, but due to the deceptive way their website is set up, I actually transferred more money to them. I tried to contact customer service and they didnt respond. I Finally found out how to close my account and I did on XX/XX/2021. It is the XXXX of XXXX and my funds ( XXXX US dollars ) have still not been deposited to my bank account. Multiple customer service messages have not been answered.
Company Response:
State: CA
Zip: 934XX
Submitted Via: Web
Date Sent: 2021-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-27
Issue: Fraud or scam
Subissue:
Consumer Complaint: I, as a consumer, did not receive the service that was promised or described by the Coinbase , Inc . I tracked the downstream wallet, which was reported several times for fraud, and Coinbase ignored the problems and didn't do anything to investigate or close the fraud wallet. Instead, Coinbase locked my account without any explanation. Coinbase has a big loophole that makes easy for the scammer to do money laundering and allows scam sites to steal my money to their platform. Such merchant was contributed to fraudulent practices and did not have any safety precautions in place to protect myself and others from this happening. Therefore, the fraud transaction should be investigated and refunded from Coinbase. I was not knowing the scam was happening so the transaction was not authorized. There is no alert from the bank systems that scammers ' bank accounts have problems. There is no alert from the bank I transferred from with such huge amounts to a stranger 's bank account. I met two guys from a dating app that convinced me that using Coinbase would be a great way for buying cyrptocurrency. I trusted their judgement, which led to me being scammed through the Coinbase platform. Attached is the timeline with the scammer 's name. Timeline : XX/XX/XXXX Downloaded Coin base XX/XX/XXXX Downloaded XXXX XXXX ( Linked to XXXX XXXX ) XXXX ETH purchased {$1900.00} using XXXX XXXX XXXX Transfer. ( Coinbase fee XXXX ) ( Scammer-XXXX ) Sent XXXX ETH to fraudulent Wallet ( XXXX ) XX/XX/XXXX XXXX ETH purchased {$1000.00} using XXXX transfer. ( Coinbase fee {$38.00} ) ; ( Scammer-XXXX ) Sent XXXX ETH to fraudulent Wallet ( XXXX ) XX/XX/XXXX Wire Transfer {$50000.00} from XXXX XXXX to XXXX XXXX XXXX ETH purchased {$50000.00} ( Coinbase fee {$730.00} ) from wire transfer ( Scammer-XXXX ) '' Sent XXXX ETH ( {$50000.00} ) to fraudulent Wallet ( XXXX ) '' XXXX ETH purchased {$51000.00} from Wire Transfer via XXXX XXXX. ( Coinbase Fee {$760.00} ). ( Scammer-XXXX ) XXXX ETH sent to fraudulent wallet ( XXXX ). XX/XX/XXXX XXXX ETH purchased {$5000.00} from XXXX XXXX XXXX Transfer. ( Coinbase fee {$73.00} ). XX/XX/XXXX Wire Transfer {$10000.00} from XXXX XXXX to Coinbase 's bank XXXX XXXX XXXX XXXX ETH purchased {$9900.00}. ( Coinbase fee {$140.00} ). XXXX XXXX XXXX XXXX XXXX ETH to fraudulent wallet ( XXXX ). XXXX ETH purchased {$5000.00} using XXXX XXXX XXXX Transfer. ( Coinbase fee {$73.00} ). XX/XX/XXXX Created Case with Coinbase Support Case # XXXX Withdraw from fraudulent website unsuccessful from XXXX XXXX. No updates from Coinbase since then.
Company Response:
State: NY
Zip: 119XX
Submitted Via: Web
Date Sent: 2021-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-27
Issue: Other service problem
Subissue:
Consumer Complaint: On XX/XX/2021 I received a text and email that a phone number had been added to my Coinbase account. I immediately logged in and Changed my password then locked my account so no further actions could be taken. I have not had access to my account since this day. No one will get back to me and no one is answering my complaints. There is not a person to talk to just an automated system that leads you no where. Since then I have submitted several requests and complaints to rectify this situation. I still have not heard anything to this day. I have contacted the SEC and FTC regarding this as well with no fix as of yet. I have lost over {$3000.00} as of now although I don't know the real amount because it flows the coins I own.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A