Date Received: 2021-08-27
Issue: Other transaction problem
Subissue:
Consumer Complaint: This incident occurred around XXXX XXXX ET XXXX XX/XX/2021 XXXX. I checked my balance on Coinbase, and I found out that my $ XXXX available fund became {$70.00}. Then I checked the recent transaction history, and it showed that somebody converted my investment to Bitcoin and sent it out 2 times in $ XXXX and $ XXXX. I immediately locked my account and submitted a ticket to Coinbase customer service. I scanned for viruses and found 0 viruses. I used a two-step verification for security purposes, and somebody was able to get the verification code. The question is why did Coinbase approve 2 withdrawals worth more than {$6500.00} initiated from a different IP address that was never used, not frequently used, or the IP address had not been used for over a period of time for trading or other purposes by the account holder without verifying the account holder 's IDs and a selfie? This is serious security negligence and lack of common sense. There's something worth mentioning : the hacker was also able to sign in to my XXXX online banking account, but XXXX stopped it when the hacker tried to send the money out.
Company Response:
State: NY
Zip: 11219
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: IM LOCKED OUT AND UNABLE TO LOG IN TO MY COINBASE ACCOUNT SINCE XXXX XX/XX/XXXX. I WANT ACCESS TO MY ACCOUNT TO TRANSFER MY BTC ================================================================= On the XXXX XX/XX/XXXX, I transferred the below amount to Coinbase and received this message : You just received XXXX BTC ( {$220000.00} USD ) THEN I TRIED TO WITHDRAW THE FOLLOWING AMOUNT FROM MY COINBASE ACCOUNT AND RECEIVED THE BELOW MESSAGE : Hi XXXX XXXX, As a security precaution, we have delayed the send transaction below until XX/XX/2021 at XXXX XXXX EDT. Amount : XXXX BTC To : XXXX Date : XX/XX/2021 at XXXX XXXX EDT You can skip the delay and send your % { XXXX XXXX } now by verifying your ID. If you don't verify your ID, the transaction will still go through on XX/XX/2021 at XXXX XXXX EDT. THEN I SENT THE BELOW MESSAGE : Coinbase, I initiated the XXXXBTC deposit by mistake to my coinbase account and requested withdraw of XXXXBTC. Please unlock my account in order to complete my withdrawal of my BTC and I have provided all ID verification documentation. XXXX XXXX THEN COINBASE SENT THE BELOW MESSAGE : On Monday, XX/XX/2021, XXXX XXXX GMT+3, Coinbase Support XXXX wrote : Hi XXXX, Thanks for reaching out to us. Weve investigated your issue, and were working to fix it. Well follow up with you as soon as we have an update. In the meantime, please complete the following security precautions : 1 ) Scan your devices with anti-virus software and ensure that your devices operating systems are up to date. 2 ) Reset your email password AND your Coinbase account password to something that is long, random, and unique to each account : https : XXXX 3 ) Contact your mobile service provider to inquire about security measures you can enable on your mobile account to prevent unauthorized changes such as a SIM swap or phone port. Note that resetting your Coinbase account password does NOT unlock your account. For additional steps you can take to further secure your online accounts, please see : https : XXXX XXXX If youre confident that your devices and online accounts are secure, and youd like to regain access to your Coinbase account, follow the steps in our Accessing your account article : https : XXXX XXXX If you no longer have access to your mobile device or original phone number, reply back to this email so that we can assist you with additional steps for account recovery. Thank you for your patience. Regards, Coinbase Support -- -- -- -- -- -- -- - Original Message -- -- -- -- -- -- -- - From : Coinbase Support [ XXXX ] Sent : XX/XX/2021 XXXXXXXX XXXX To : XXXX Subject : [ Reply ] Case # XXXX - Account disabled after BTC transfer Hello, Thanks for submitting your request to Coinbase Support. We'll be in contact with you as soon as possible. In the meantime, if youre seeing the error message " account temporarily disabled '', you might be able to resolve this with a few troubleshooting steps. Regards, Coinbase Support ref : XXXX : ref THEN I SENT THE BELOW MESSAGE : I don't not have access to my account via my mobil or laptop. Although my account has NOT BEEN COMPROMISED. And I have my original email address, Password, Mobil number and XXXX to access my account. Along with my original ID ( Driver Licenses ) I summited for verification. I sent the XXXXBTC to my account yesterday and Im the one who tried to withdraw .1 BTC. ALL THESE TRANSACTION ARE PERFORMED BY ME. AND MY ACCOUNT HAS NOT BEEN COMPROMISED.. I mistakenly sent the XXXXBTC to my coinbase account and I kindly request access my coinbase account to allow me to withdraw my BTC. Thanks XXXX THEN COINBASE SENT THE BELOW MESSAGE : On Mon, XX/XX/2021 at XXXX XXXX, Coinbase Support XXXX wrote XXXX 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. Kind regards, Coinbase Support THEN I SENT THE BELOW MESSAGE : XXXX XXXX To : XXXX Tue, XX/XX/XXXX at XXXX XXXX It happen 2 days since I have been locked out of my account. Can i obtain access to my account as Coinbase is in posession of $ XXXX worth of BTC of my money. I NEED ACCESS TO MY ACCOUNT AS YOU HAVE ALL MY : ID, MOBIL NUMBER, EMAIL ADDRESS AND CAN VERIFY I HAVE A XXXX FOR THIS ACCOUNT AS WELL. ALL THIS INFO IS WITH COINBASE HENCE I NEED ACCESS TO MY ACCOUNT PLEASE!!!!!! THEN COINBASE SENT THE BELOW MESSAGE : On Thu, XX/XX/2021 at XXXX XXXX, Coinbase Support XXXX wrote XXXX Hello XXXX XXXX XXXX received your inquiry, and because you've previously written in about this same issue, we're consolidating your cases into this email thread. We've passed all new information on to an account specialist who is reviewing your case they'll reach out to you here ( review generally takes 4-5 business days ). All future questions about this issue should be directed to this email thread so that our account specialist can better support you. Thanks, Coinbase Support ref : XXXX : ref NO MORE COMMUNCATION FROM COINBASE EXCEPT THE ABOVE LAST EMAIL OVER AND OVER. IM LOCKED OUT AND UNABLE TO LOG IN TO MY COINBASE ACCOUNT SINCE XXXX XX/XX/XXXX. I WANT ACCESS TO MY ACCOUNT TO TRANSFER MY BTC
Company Response:
State: FL
Zip: 33026
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: First, XXXX $ was withdrawn from my savings account by Coinbase, without authorization on XX/XX/XXXX ( XXXX ) and XXXX ( XXXX ). I never received any confirmation or contact from Coinbase and I didnt authorize. I submitted a case number and complaint to Coinbase. They said theyd investigate and get back to me. I have not heard from them. My bank recovered and resolved my fraud claim. Then, on XX/XX/XXXX, XXXX $ was removed and disappeared from my account w Coinbase. Again, no confirmation or contact was made to authorize this. I didnt authorize this. I contacted Coinbase via email/online complaint form. I also called their phone number provided but the call hung up after pressing an option. There is no customer service via phone available..only email. Have not heard back. Their standard response is under review. There is no progress update, details relating to any emails sent, estimated time, phone contact though Ive requested it. They also lock the account at various times and make accessing the funds impossible. There are transactions listed that were not made. Later those transaction history disappears. Ive received an email stating funds were recovered but no other info given. The emails provide nothing but blanket statements that they resend over and over. There is no phone support. There was XXXX dollars remaining in that account. I sold my holding for that amount bc I worried about that loss. I was sent 2 confirmation emails for this transaction. As of yet, that money hasnt been moved into my banking account. Its supposed to happen in 1-3 business days. It hasnt happened and I have no way to redress any of this with them. i have been researching Coinbase recently and see there is widespread fraud via news articles, posts on XXXX, XXXX. this needs to be investigated. There is nothing preventing Coinbase itself from stealing these funds. I have submitted this information with the SEC. they recommended contacting you.
Company Response:
State: OR
Zip: 970XX
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: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Description : I have an account with coinbase. I have purchased crypto currency with coinbase. I have been locked out of my account with coinbase since XX/XX/XXXX. I have called and have 5 ticketsrequesting each time to have my account unlocked. I have had no response, no resolution to date XX/XX/XXXX. I did notify coinbase if they did not give this matter there immediate attention last week I would be filing this complaint. I have been hung up on by coinbase customer service reps today XX/XX/XXXX which is what prompted this complaint. The issue is during the 2 step verfication I am able to put in my password and receive the text from coinbase. However, during the 2nd step coinbase is to send me an email to confirm to my email address on file. They are failing to do this. Thus I can not access my account. I can not even file a complaint with coinbase online because in order to do that you must receive an email to confirm your complaint and I am not receiving any emails from coinbase? I have many other accounts with other exchanges I can tell you this is the worst customer service of all by far. With all other exchanges online you can speak to a representative in a chat, an resolve simple issue like this. Not with coinbase. No one in customer service can and will do anything for you. You can hear people playing in the back round like this is a joke, unprofessional conduct. I am sure if it was there money it would not be so funny. For me this is a very serious matter. Coinbase is a company that represents US and billions in currency now and in the future the customer support and service is a 1 out of 10 because at least someone answers the phone that how they get a 1.This company has way to much money to have such poor training and human resources and customer support. I hope all my crypto is still in my account?
Company Response:
State: AZ
Zip: 85143
Submitted Via: Web
Date Sent: 2021-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-26
Issue: Other transaction problem
Subissue:
Consumer Complaint: I have tryed to contact this company ( Coinbase ) over 65 times, you can not contact them by phone only email, they will not let me access my account, and they will not send me security codes to my phone .WE have gone back and forth with this company for 5 months, they are such a scam artist company,,, what kind of company has no live customer phone service?, that should have been my 1 st clue that they were fraudulent, i have contact New york State banking commission , and other agencys, i will serve them with acompliant if you cant help me. I transfered {$1000.00} back in XX/XX/2021 to them, and its been a nightmare ever since. I will contact my bank to see if there any recourse., but im sure they wont be able to, ,please forward this case to any other agencies thyat you think might be able to help me
Company Response:
State: NY
Zip: 11757
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: 2021-08-26
Issue: Other transaction problem
Subissue:
Consumer Complaint: There was a phishing attempt made on my Coinbase account about 3 weeks ago, roughly XX/XX/XXXX. I put a temporary hold on my account as coinbase instructs customers. When I tried contacting them to open my account back up they told me to change my password. I followed this instruction and when i tried logging back in, it told me coinbase locked my account. I've tried repeatedly to contact coinbase about the procedure for unlocking my account isn't working and they REFUSE to call me even after I emailed and sent my number to them 3 different times. Any publicly listed company that refuses to respond to consumer complaints and account issues needs to be fined and DE-LISTED. This is literally legalized theft, they have my funds and refuse to give me access to them.
Company Response:
State: OH
Zip: 45801
Submitted Via: Web
Date Sent: 2021-08-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-26
Issue: Fraud or scam
Subissue:
Consumer Complaint: -I received notification on XXXX mail that my e-mail account was accessed using the code sent to my phone number ( I never received a code to my phone, now I know because my phone number was ported ) -Soon after, I noticed my password to my Coinbase account was changed ; I could no longer access my account with my personal password, and I still have not been able to get into my account for 6 days. I have contacted support with Coinbase and there has still been no resolution for getting into my account ; I have correspondence stating that the account was locked and sign-in disabled. I'm not sure if I intercepted quickly enough to avoid any transfers because I have not been able to access the account. -I went back to my email to check the message regarding account access using a code sent to my phone number and the email was gone and the trash was empty. Luckily, I made a screenshot. XX/XX/2021 -I notice an unauthorized transfer from my XXXX XXXX account to my Coinbase account ; I contact XXXX XXXX XXXX to stop payment and stop any withdrawals from the account until further notice I was able to change passwords and recover the number. Then on XX/XX/2021 -I noticed my phone had no service, I restarted the phone, then received a message from my carrier congratulating me on a new phone. -I received notification on XXXX mail that my e-mail account was accessed using the code sent to my phone number ( I did not receive notification or request a code ; at this point, I knew the same thing was happening ) -I checked my account activity, but I see no other devices outside of my device which I was currently using to access my account. ( but that is not the case, I have the email from XXXX stating that my account was accessed from a different device ) -This time, I was able to see the mail in the trash folder which were all from my cryptocurrency accounts ( XXXX and Coinbse ) For password resets and new device log-ins I have now been in contact with Coinbase support for approximately 5 weeks with no resolution. It is past time for resolution. I have supporting documents for all of the aforementioned incidents. The documentation the number port evidence ( where it all began ) is probably the most important piece of evidence in this case. Please see the attachment.
Company Response:
State: GA
Zip: 30349
Submitted Via: Web
Date Sent: 2021-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-26
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/2021, I requested all my funds be withdrawn from my Coinbase account and be transferred to my bank account. Prior, to this transaction I did not have any problems withdrawing money ; however, this was the first time I withdrew all my funds. A week goes by, and I did not receive a deposit into my bank account. I reached out to Coinbase and via email was told to wait 3-5 business days, check with my bank because it might be holding my funds, etc., and if funds were not deposited to my account at the end of the 3-5 wait period, I was informed I should send documentation of the withdrawal. I waited, and sent the documentation as requested but did not receive any response after a week. I then resubmitted my documentation twice back-to-back and received an email telling me to be patient they will work on finding out what the problem was. I still have not been provided with a disposition or any customer follow up other than a random email that stated the following : Hello, We havent heard back from you regarding this case. If you still require assistance, please reply to this message. If you no longer need help, we will automatically resolve your case in 48 hours. Thanks, Coinbase Support They provided no number or specialist to contact, and I never received any disposition to my initial complaint, nor an acknowledgment when I replied to the link above mentioned. It was as if they were only going through the motions. This company is one of the worst companies I have ever dealt with and I would not recommend they be seriously used for investment purposes. Please look elsewhere before depositing any amount of money with them. They have horrible customer service and basically refuse to return the money, in the same manner, they remove money from your account. This is bad business. The next step will be legal
Company Response:
State: MN
Zip: 55443
Submitted Via: Web
Date Sent: 2021-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-26
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: On XX/XX/2020 I doubled the amount of XXXX tokens on my Coinbase account due to a bug ( went from XXXX to almost XXXX in a matter of seconds ). I sold my initial investment but kept the rest. In the following days it was announced that XXXX ( XXXX ) was under investigation by the SEC agency and the price went down to 50 %. I then received an email form Coinbase saying that my tokens I earned were due to a bug and that I had to repay immediately. I payed everything I had earned plus my initial investment but by account was still in negative balance. Now the price of XXXX went up again and the balance is more and more negative. I've seen that this is not only my case but a lot of other people suffered from this problem and lost all of their earning due to Coinbase mistake. Please help me find a solution to this problem as soon as possible.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-26
Issue: Fraud or scam
Subissue:
Consumer Complaint: I am a New York resident and on XX/XX/21 I purchased {$70000.00} worth of XXXX coins, totaling XXXX coins. When I tried to sell the coins on XX/XX/21, I noticed that I was restricted to view only and the buy/ sell option had disappeared. It said that trading wasnt available in my region. After doing some research, I saw that XXXX isn't available to be traded in New York. Again, less than 24hours I had the ability to purchase the coins, and now I had that ability taken away from me. I even tried to withdraw/ transfer the XXXX funds to another exchange or wallet but each time, I was given an error message - try again later. Right away I emailed support and alerted them to the issues and since Ive only received generic/automated replies stating the companys FAQS. I have also filed a complaint and have received no resolution. It has now been 10 days and I can do nothing but watch the funds deplete. They refuse to refund the transaction. This clearly seems to have been an error on their part. It doesnt make sense that I was given the ability to purchase and now I am unable to manage those funds in anyway. I have since withdrawn all other available funds from Coinbase and will close the account once this issue is resolved.
Company Response:
State: NY
Zip: 11003
Submitted Via: Web
Date Sent: 2021-08-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A