Date Received: 2021-07-25
Issue: Fraud or scam
Subissue:
Consumer Complaint: Hello, the problem I have is that the Coinbase ( Coinbase Inc. - XXXX XXXX XXXX. ) company has blocked my account for no apparent reason, I have been trying to unblock my account for almost 6 months, and constantly the application asks me to send my ID, I sent it but the account after verifying the document and accept it, automatically, it is locked again. I have written more than 50 emails and tickets and there is no way they will respond to me. It is an account with a lot of money, about XXXX USD, I deposited a smaller amount but the rise of cryptocurrencies made me have more capital, which I want to withdraw but it is IMPOSSIBLE, they do not let me do anything with the account, or withdraw my cryptocurrencies, or exchange them, nothing. My account is XXXX and I have been a user since 2019 or even earlier.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-07-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-24
Issue: Other transaction problem
Subissue:
Consumer Complaint: on XX/XX/21 my email was hacked temporally. I had a Coinbase Account associated with the email. I was able to get control of my email address within a few hours. They never hacked the coinbase account. It was secured through XXXX. I emailed Coinbase customer support to inform them of the security problem. My plan was to switch the email to a more secure email address for the account. They emailed me back and elected to lock the account down. Since that time - now 5 weeks ago. They have not allowed me access to the account. There is money stored on their platform as cryptocurrency. I have no access to the account. They have sent emails stating they have turned the case over to a specialist but have not emailed me anything further. I have filed a separate Coinbase complaint ticket. They said they would respond within 15 business days. It has been 5 days now but I have read they do not respond to these emails and I want to be proactive. Someone needs to investigate Coinbase for fraud. The internet is littered with thousands of similar stories of customers being locked out of their accounts.
Company Response:
State: OR
Zip: 97212
Submitted Via: Web
Date Sent: 2021-07-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-24
Issue: Other service problem
Subissue:
Consumer Complaint: I am having a problem with Coinbase and Coinbase XXXX, My account has has restricted acces for over 6 months. I can not move crypto currency around and despite numerous attempt to resolve thru customer support all I get is canned email replies with no details on what the issue is. They have no way of ta ; king to a live agent and for a public compant this is simply unexcusable! If I had to rate this company It would be " 0 '' based solely on their complet lack of customer support.
Company Response:
State: LA
Zip: 704XX
Submitted Via: Web
Date Sent: 2021-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-23
Issue: Other transaction problem
Subissue:
Consumer Complaint: 1. On XX/XX/XXXX I transferred XXXX XXXX to Coinbase from Coinbase Pro 2. On XX/XX/XXXX I took out a loan for XXXX using XXXX XXXX as collateral 3. On XX/XX/XXXX the XXXX was deposited into my bank account ending i and I still had XXXX total XXXX 4. On XX/XX/XXXX I receive emails that my transfer of XXXX was cancelled, it never was and CoinBase stated that this was due to an internal error 5. On XX/XX/XXXX I also receive an automated email stating that XXXX XXXX equaling XXXX were sold at a XXXX loss for funds recovery. Recovery of what I do not owe them anything outside of the loan which is still has a balance of XXXX and is current. 6. I now only have XXXX XXXX and still have a XXXX loan balance. 7. Thus, my account is short XXXX They admitted that they had issues the night of the XXXX and it caused a problem with the state of my loan. Since then they have not returned over 10 of my emails kindly asking for the status of my missing XXXX. I have no other recourse left but to file complaints as they are not responsive in solving this error or communicating with me regarding when this will be corrected. I have two cases open regarding this matter case # XXXX and # XXXX.
Company Response:
State: NC
Zip: 28273
Submitted Via: Web
Date Sent: 2021-07-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-22
Issue: Other transaction problem
Subissue:
Consumer Complaint: Hello, I would like to report a complaint related to the Coinbase ( Coinbase XXXX , Inc. ) cryptocurrency exchange platform. They refuse to refund my crypto funds. I faced a problem of accidental transferring my XXXX crypto funds from the Coinbase Wallet directly to XXXX address in Coinbase Exchange and my money got stuck/was lost ( not showing in my portfolio balance ). The thing is, - I successfully sold my NFT item on XXXX XXXX and the money showed up in my account ( Coinbase Wallet ) as XXXX instead of XXXX so I assumed they were interchangeable. At the beginning, I didn't even assume that the cryptocurrencies must be manually converted and XXXX/ETH are completely different cryptocurrencies and it's possible to wrap XXXX from XXXX ... It was all new to me ... I used only their Coinbase-related services ( Wallet and Exchange ) and transaction hash shows that it is successful, providing the link below : XXXX XXXX XXXX If you check my XXXX ( to which I transferred my lost XXXX funds ) using XXXX link above, - you can clearly see that it actually holds my money. This means that they have not disappeared and are actually stored in this XXXX XXXX that is controlled/owned by Coinbase. But Coinbase tech support keeps telling me that : " Cryptocurrency transactions on the blockchain are irreversible, meaning once they are sent, there is no way to recover funds. ". However, XXXX is an ERC20 token so they should be able to access it from the Ethereum wallet address I sent it to. ERC-20 tokens ( XXXX ) and XXXX use the same addresses so they can be recovered. The Ethereum chain supports ERC20 tokens. XXXX XXXX address is a valid ERC20 address, meaning I can send any ERC20 token to it. The coins I sent would technically be sitting in a wallet that Coinbase controls. I've already tried to contact them privately and solve my situation through their tickets ( # XXXX and # XXXX ) and even using social media such as XXXX : XXXX XXXX XXXX This wouldn't be acceptable for any other financial institution, they hold my funds in a wallet and refusing to return them. I'm also ready to pay a fee for a refund from my side. I really hope that you will help and support me here. Looking forward for your feedback. Thank you in advance.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-23
Issue: Fraud or scam
Subissue:
Consumer Complaint: Purchased XXXX from coinbase.com on XXXX XXXX XXXX with my XXXX XXXX account. Tried to trade in XXXX XXXX, was locked out of my account. Filled support ticket ( # XXXX ) no resolution just bot emails. I was forced to refile support ticket ( # XXXX ) in XX/XX/XXXX due to the complete lack of customer service. I did further authentication and brought my account to the highest security settings, as per what it said in the coinbase help page. 2 days later i received an email saying i was no longer eligible to use the platform! They said i can transfer the XXXX to the coinbase fiat wallet then transfer to my XXXX account. I am hesitant to do this as many other users have said they WILL NOT release funds. I posted on XXXX in XX/XX/XXXX directly to the coinbase support thread, as some users said this would expedite the process, i was replied to by another coinbase bot saying my case was being reviewed. I have since received coinbase support emails ( XX/XX/XXXX ) saying that my issue has been resolved, case closed, my account is being restricted, and that i am being kicked off as a user. My only option is to covert my XXXX to usd and transfer it to my XXXX account. This is unacceptable and my XXXX btc must be released. I have lost untold amounts of trading revenue during this last bullrun of crypto due to my account being restricted.
Company Response:
State: CO
Zip: 805XX
Submitted Via: Web
Date Sent: 2021-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-22
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: My bitcoin wallet on coinbase has been missing for months and I can't access my funds.
Company Response:
State: MD
Zip: 20850
Submitted Via: Web
Date Sent: 2021-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-23
Issue: Other transaction problem
Subissue:
Consumer Complaint: Im having issues with Coinbase. My account has been locked since XXXX Im not receiving any response from them after numerous contact. I received a push notification from them about my account been compromised on that day. Also a {$1000.00} was withdrawal from my bank account on XX/XX/2021 ... Im working with my bank to resolve that issue. I want Coinbase to contact me and unlock my account. Thank you
Company Response:
State: VA
Zip: 220XX
Submitted Via: Web
Date Sent: 2021-07-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-23
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Shortly after opening a Coinbase account ( approx. XX/XX/2021 ), depositing money in the account and purchasing Bitcoin through the account, I was locked out of my Cointbase account. When the account was set up, I needed to furnish a copy of my drivers license to verify my identity. Now, to access my account, I am required to supply an image using a webcam, to which I do NOT have access. A cell phone camera is not an option. I have repeatedly explained to Coinbase that I do not have access to a webcam. Nonetheless, Coinbase continues to require webcam access to enable me to access my account ( and MY money ). This has been going on for several months. Finally, I advised Coinbase to close the account -- sell the Bitcoin and send the money back to my account from which my Coinbae account was funded ( information that they presumably still have ). They refuse to do so. While this has been going on, the value of my account has diminished due to the reduction in value of Bitcoin. Coinbase has my money and will not give me access to my money.
Company Response:
State: OH
Zip: 44109
Submitted Via: Web
Date Sent: 2021-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-23
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XXXX XXXX XXXX I received an email purportedly from XXXX XXXX telling me they were debiting my checking account for an " automatic renewal '' of a three year subscription for {$290.00}. I have a hard copy of that email. I called the number in the email ( XXXX ) I spoke to a XXXX XXXX but he said he was on his way to the office and told me to call " XXXX '' at XXXX, XXXX gave me his cell phone # XXXX. I said I only wanted a 1 year subscription. As I am not that computer savvy, I didn't know if I had a XXXX XXXX on my computer or not. They told me they needed remote access to my computer so they could download XXXX XXXX and so that I could authorize a refund to me of {$200.00}. I allowed them to access my computer remotely. They told me the refund authorization had to be done in two steps : the first for {$90.00} and the second for {$110.00}. A screen appeared on my computer where I was supposed to type in the first amount of {$90.00}. When I did that, the amount on screen showed {$9000.00} and I could not change it. I was freaking out and the person was yelling at me that this was awful, omg, etc. etc. ( At this point I became very confused as to what was happening. I am XXXX XXXX XXXX ). Suddenly my checking account appeared on my screen and they told me that they deposited {$9000.00} into my checking from their bank which they referred to as " XXXX XXXX ''. I saw the {$9000.00} deposit in my checking. They then said they attempted to withdraw the {$9000.00} but couldn't do it. Suddenly my Coinbase account appeared on my screen. I was absolutely panicked at this point. They said it would be easier for me to make a transfer of {$8800.00} ( {$9000.00} less the {$200.00} refund ) into my Coinbase and then take it right back out. I did get a message from Coinbase to verify the transfer which I did because I was totally insane at that point and none of what they were telling me to do made any sense to me and I really could not follow what they were saying for me to do. He was yelling at me the whole time. They attempted a withdrawal of {$3800.00} and another one for {$5000.00} but it was not permitted by Coinbase because I had gone over my daily limit of withdrawal and my Coinbase account said no funds available until XX/XX/XXXX. " XXXX '' said he had to investigate how to do the withdrawals and would get back to me. I asked him who he worked for. He said his company was XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX, CO XXXX but they worked for the XXXX XXXX who does work for XXXX. By this time I realized that I was being scammed. My computer was still allowing them access. I hung up on him and shut everything down and put a lock on my account with Coinbase. I blocked his phone number because he was trying to call me. I called my bank and was advised that the {$9000.00} deposit actually came from one of my credit cards and not from XXXX XXXX These scammers used my own money! I called my local sheriff 's department and they made a police report which I can provide to you. I had my hard drive scrubbed and my computer repair person was able to find the malware and get it off. Further investigation has shown that XXXX does not contract with XXXX XXXX XXXX or the XXXX XXXX. Also, I had NO active account with XXXX and they did not send the original email. I had to shut down all my financial accounts because I feared the scammers would be able to access them. I spent the next three weeks re-establishing my accounts and credit cards. It was nightmare. The {$9000.00} was finally removed from my credit card and my checking account by my bank after they did a fraud investigation and found in my favor. On XX/XX/XXXX I called Coinbase and spoke to a XXXX XXXX. I believe I called XXXX. He gave me his cell phone number and said to use that XXXX XXXX. I was very suspicious of speaking to anyone on the phone at this point. He told me to log in every day for an update but that Coinbase would send me an email within 5 days with a link to upload a selfie and my driver 's license to activate my account On XX/XX/XXXX I submitted by first complaint to Coinbase and was assigned XXXX # XXXX. On that same day, I received an email from Coinbase regarding Account Recovery but there was no link. On XX/XX/XXXX I received 2 emails from Coinbase telling me that they will begin recovering funds on XX/XX/XXXX. One was for the {$3800.00}. The other for {$5000.00}. The emails say Coinbase " will begin an automatic recovery. This could include selling your cryptocurrency holdings .... To prevent this, please make a payment today. '' On XX/XX/XXXX, I sent another inquiry and that's when I got the second case # XXXX. Since then I have received a number of emails from Coinbase, including one from XXXX on XX/XX/XXXX telling me steps I should take as security precautions. But the last few paragraphs basically say that " any transactions are irreversible and that you have no way of reversing transactions confirmed on the blockchain network from my Coinbase account. '' On XX/XX/XXXX, I replied to that email saying I have done every step listed in your email. Coinbase responded later that day : " 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. '' I never heard back until I emailed Coinbase again on XX/XX/XXXX to find out what's happening and was told to use another email, as the old email had been disabled. It then happened again on XX/XX/XXXX in response to yet another of my emails telling me to use yet another url to submit a request which I did again on XX/XX/XXXX. That was the last I heard until I emailed them on XX/XX/XXXX. Every time you try to find out the status, all they do is assign a NEW case number. I now have three case numbers : XXXX, XXXX and the last XXXX, XXXX, which I just got yesterday XXXX XX/XX/XXXX XXXX. I got an immediate response saying " this case has been closed and can not be reopened ''. I never received a determination as to my complaint ( s ) I emailed them back immediately asking " Why was it closed? What was the determination? '' and received a form email saying " Hi there, Thanks for the response! We'd love to help you further, however, this case has been closed and can not be reopened. Please submit a new ticket to our online support form here for continued assistance '' : and provided the website. I submitted another request on XX/XX/XXXX and I'm sure will now have a FOURTH case number assigned. I am a very small investor. There is not a great deal of money involved but I want this case resolved. It it unconscionable that Coinbase will not unlock my account. Further research by me has shown that there are hundreds and possible thousands of other account holders who have been blocked from their accounts through no fault of their own and have not been able to contact anyone at Coinbase to help them. All I want is my measly account re-activated and those unauthorized withdrawals on XX/XX/2021 cancelled. I have all emails and correspondence so just let me know what you need. I hope you can help me. I will be eternally grateful for your help.
Company Response:
State: FL
Zip: 32034
Submitted Via: Web
Date Sent: 2021-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A