Date Received: 2021-08-13
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I changed my physical phone and phone number associated with my Coinbase account and did not change my information over prior to making the change. I've been trying to contact Coinbase and they have been unable to help me for two weeks now via email as they do not have any live customer support. They've told me there is a process for fixing this and regaining access, but every time I try their recommendation there is either a step in the process that is not possible or impossibly unclear instructions. I've provided all of my verification information multiple times including the same ID that was used on the original account.
Company Response:
State: UT
Zip: 840XX
Submitted Via: Web
Date Sent: 2021-08-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-12
Issue: Other transaction problem
Subissue:
Consumer Complaint: This is to formalize a complaint filed against Coinbase for refusing to release my account after it was disabled. FACTS : 1. Please note that because of Coinbase ' inability to process my complaint in a timely manner I have lost over 35 % of my investment portfolio. 2. At this time I have been financially harmed and continue to lose the value of my account everyday because up until todays date I am unable to gain access to my account. I have also been forced to file a complaint with the SEC. 3 ) On or about XX/XX/2021 the value of my Coinbase account was approximately {$140000.00}. My investment included approximately 32 tokens and the names are listed below : 1 ) XXXX 2 ) XXXX 3 ) XXXX 4 ) XXXX XXXX XXXX 5 ) XXXX 6 ) XXXX 7 ) XXXX 8 ) XXXX 9 ) XXXX 10 ) ) XXXX 11 ) 12 ) XXXX 13 ) XXXX XXXX 15 ) XXXX 16 ) XXXX 17 ) XXXX 18 ) XXXX 19 ) XXXX 20 ) XXXX 21 ) XXXX 22 ) XXXX XXXX 23 ) XXXX XXXX 25 ) XXXX 26 ) XXXX 27 ) XXXX 28 ) XXXX 29 ) XXXX 30 ) XXXX 31 ) XXXX 32 ) XXXX COMPLAINT # XXXX FILED ON XX/XX/2021 4 ) On XX/XX/2021 XXXX Observed that my coins were missing from my Coinbase wallet. I contacted COINBASE and immediately reported this problem to them. I also requested a reset of my password. 5 ) I later discovered that the coins were appearing in my wallet so I deposited the coins to my account in order to cash out of my investment as I was concerned. I again contacted Coinbase to inform them that the tokens appeared in my wallet but discovered that they had disabled my account on their platform. I requested that my account be reinstated but I have been locked out of my account for 21/2 months. I then transferred the coins from Coinbase wallet to the Coinbase account. Since XX/XX/2021 XXXX have not been able to access my account and I have filed numerous complaints, followed all instructions to the following as listed on the coinbase platform and I have received no feed back as to when I will be granted access. Actions Taken : a ) I have followed the twostep verification by going to Trouble shooting b ) I have changed my password approximately ten times c ) I have completed the email, password reset d ) I have sent several emails to support 6 ) I have received the following message " ERROR MESSAGE COINBASE SECURITY REVIEW TO BE REMOVED. a ) I have received emails to answer the following questions " Did you file a previous case b ) Verified email by sending verification code XXXX c ) I have received notice that I will receive a response by XX/XX/2021 but up until XX/XX/2021, no response COMPLAINT # XXXX FILED ON XX/XX/2021 COMPLAINT REFILED ( # XXXX ; XXXX, XXXX ; ( XXXX ( closed with no response ) I was informed that my complaint would be resolved in 15 business days. I requested that more information but after reading the various ways that XXXX can resolve this matter including a complaint for litigation I saw that the internal process can be initiated. XX/XX/2021 I received an email stating that coinbase is asking for additional time to resolve my dispute. They asked for 20 days from XX/XX/2021. There was no information or update on the status of my coins and I have been very frustrated by the process and Coinbase inability to inform me that my coins were sere secure. XX/XX/2021 XXXX received notice that there are access steps that I should take to access my account. I was unable to do so and received a notice that my account was disabled. I attempted to make the changes on two occasions prior to XX/XX/2021 but received the notice again, Disabled '' and I should contact " Coinbase support " I have filed a complaint with the SEC and I again sent an email threatening that I intended on filing a complaint with the courts. On XX/XX/2021 I filed another complaint but I am now out of options. When I log in to other aggregators, I see that there should be approximately {$300000.00} in my account but I can not gain access to my account This is very frustrating and I have lost the value of my coins in XX/XX/2021 due to Coinbase ' s refusal to reinstate my account. They do not have a customer service to contact and the only communication that can be made is via email.
Company Response:
State: NY
Zip: 10466
Submitted Via: Web
Date Sent: 2021-08-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-12
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: I had been buying bitcoin from Coinbase early in the year on a few occasions. On Monday XX/XX/2021 around XXXX, I was transferring all my bitcoin ( BTC XXXX about CAD XXXX ) from my Coinbase wallet to my newly bought XXXX XXXX XXXX After the transfer, my XXXX XXXX XXXX only received BTC XXXX ( CAD XXXX, the same amount being sent out by Coinbase ). My Coinbase account became XXXX and my transaction history has also been erased. CADXXXX had vanished in this transaction. I complained to Coinbase to no avail although they did put back CAD XXXX into my account later. I also complained to FTC and they sent me an email with a reference number on XX/XX/2021, but I haven't heard from them since. To me this is fraud as I can prove that Coinbase had been receiving money from my bank account on several occasions.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-08-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-12
Issue: Fraud or scam
Subissue:
Consumer Complaint: Hello, I am trying to regain access to my compromised account for my cryptocurrency at coinbase - after XXXX company allowed identity theft and sim card number swap.I have been waiting form the coinbade specialist to contact me for over XXXX business days when in a original message stated to wait XXXX business days. I am highly concerned and unfortunately disappointed in the customer service coinbase is providing in such a sensitive case. I will be filing complaint in a hope that others dont have to go through the same stress associated with choosing coinbase as their cryptocurrency trating up. I am hoping someone will care to provide me with my case status update as soon as possible As well I have no response from tmobile after filing fraud and no help or directions or taking the responsibility for what happened what so ever
Company Response:
State: CT
Zip: 06902
Submitted Via: Web
Date Sent: 2021-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-12
Issue: Other transaction problem
Subissue:
Consumer Complaint: In XXXX buy XXXX euros of XXXX on the exchange coinbase in bank transfer. The next day they sent me an email that my account was under review, so far perfect. I saw that the days were passing and my account was still under review, until yesterday, XX/XX/2021, when they removed my resvision and I could now operate. But today XX/XX/2021 they have put me under review again and I don't understand why. I would like to have the review removed because I need to have my money.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-08-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-11
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: On XX/XX/2021, Coinbase sent me the following email : " We noticed suspicious activity on your account and have suspended it for your safety. If you believe this was in error and are ready to reactivate your card, please contact us. '' When contacting Coinbase on XX/XX/2021, phone representatives indicated that the card was still in an active status but transactions were being declined. The representatives indicated this request would be internally forwarded. I received a message on XX/XX/2021 stating : " Our team has completed our investigation of XXXX or more recent transactions which violated our Cardholder Agreement. We've determined that you do not meet the criteria to unblock your card. '' However, I was not informed of any transactions that violate the Cardholder Agreement. Furthermore, in the Cardholder Agreement there are the lines : " If we refuse to approve a Card Transaction and/or restrict, suspend, or terminate your use of the Card and/or any or all Coinbase Services in this way, we will ( unless it would be unlawful for us to do so ), provide you with notice of our actions and the reasons for refusal, restriction, suspension, or termination where appropriate, with the procedure for correcting any factual errors that led to the refusal, suspension or termination. '' When asked for this information, Coinbase refused to provide any more detail on this suspension. I have not been provided any notice of suspension ( other than the initial notification indicating a temporary operational suspension ) and no reasons for Coinbase 's actions.
Company Response:
State: AK
Zip: 99507
Submitted Via: Web
Date Sent: 2021-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-11
Issue: Other service problem
Subissue:
Consumer Complaint: On XX/XX/2021, Coinbase disabled my account with asset worth {$32000.00}. I could not login to my account, since that time I sent them more than 17 emails, and I did opened three complaint cases with them, but without any response accept the auto replay emails that stated they will look into it and return to me after 15-20 days, till now I did not get any response from them and I don't know what to do, this is my life saving money.
Company Response:
State: MD
Zip: 21043
Submitted Via: Web
Date Sent: 2021-08-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-11
Issue: Fraud or scam
Subissue:
Consumer Complaint: Incident XX/XX/2021, $ XXXX+ lost,, No account access to Coinbase. Basically I was part of a sim card switch fraud where my phone was taken over for a period of time. During that time they gained access to my Coinbase account by using the XXXX authentication since Coinbase uses your email address as the username and that is easily obtained by almost anyone. My Coinbase account was wiped out and they even attempted to transfer funds from my linked bank account. I notified Coinbase on XX/XX/2021 and they gave me a case # however as of today, XX/XX/2021, Coinbase has not given me access to my account and there is no response from them since XX/XX/2021.
Company Response:
State: FL
Zip: 33196
Submitted Via: Web
Date Sent: 2021-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-11
Issue: Other transaction problem
Subissue:
Consumer Complaint: Around XX/XX/2021, my Coinbase/Coinbase Pro account was restricted from buying and selling any digital currencies that I was holding ( XXXX, ETH ). I was holding on roughly $ XXXX {$7000.00} in value prior to the decline in price so was trying to sell however Coinbase restricted any attempt. Even worse, I had USD in my account that I attempted to transfer out after they restricted my account. Any attempt to transfer out my own USD resulted in a canceled transaction. The only USD transfer they allowed was moving from Coinbase Pro to Coinbase but my funds are still locked in Coinbase. I submitted my first ticket XX/XX/2021 and submitted tickets every two weeks with no response. I reached out to @ coinbase_support on XXXX and actually received a reply on XX/XX/XXXX. However, there was no update since. It is currently XX/XX/XXXX and my BTC/ETH/USD are still locked up in my account. I need it unlocked so I can access my own funds.
Company Response:
State: IL
Zip: 600XX
Submitted Via: Web
Date Sent: 2021-08-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-11
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I purchased Bitcoin through an account I had created with Coinbase , Inc . Immediately after purchasing the Bitcoin, using their XXXX application, I was locked out of my account with no access at all to my funds. I have been contacting Coinbase customer support, every day, for the past 3 weeks. I have never gotten anything except an automated response that doesn't even address the problem. I have sent just over 120 messages to Coinbase customer support now. Researching the problems I am encountering with Coinbase has shown that I am not alone. It seems like many thousands of people have had the exact same thing happen to them. I just want my funds and I want to close the account.
Company Response:
State: MD
Zip: 212XX
Submitted Via: Web
Date Sent: 2021-08-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A