Date Received: 2021-07-22
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: On XX/XX/XXXX I had {$3800.00} USD in my coinbase account to transfer to my bank. I went to login in to add my banking information and Coinbase froze my account and has been holding this USD hostage. I continuted to attempt to contact coinbase, but they have no phone number or email and only bots answer their inquiries. I opened up a formal complaint with coinbase who then tried to close my account. Attempts to communicate to coinbase are on ... XXXX : XXXX, XX/XX/XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX, XXXX, XX/XX/XXXX, XXXX, XXXX On XX/XX/XXXX, a formal complant was recognized with case # XXXX On XX/XX/XXXX i submitted an escalated case that would not reply until the former complaint was solved. Complaint # XXXX The issue is that I have USD in my coinbase account, but coinbase will not allow me to access this cash to transfer to a bank or other location. They will not respond or reply. The escalated case and original complaint are a dead end.
Company Response:
State: HI
Zip: 96734
Submitted Via: Web
Date Sent: 2021-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-22
Issue: Other transaction problem
Subissue:
Consumer Complaint: Coinbase I have been locked out of my account for over 3 months. They changed system to only send code to SMS text ( phone ) and it does not go through. They sent verification code to email and i put in that code. It still requires code to be sent to phone and it does not go through. Checked with XXXX XXXX XXXX and thousands of individuals have this issue - it is an issue on coinbase 's end. I have sent hundreds of emails to resolve the issue. Was assigned a case #, was told they are looking into it, and then no response. I am still locked out. There are no live chats, no humans to talk to. Anyone using this site is a captive - there is no way to communicate or get any resolution.
Company Response:
State: FL
Zip: 328XX
Submitted Via: Web
Date Sent: 2021-07-22
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: Hi, Below is a description of a case I've filed with the better business bureau regarding an issue with a company based in XXXX XXXX. I've filed a case with the XXXX and have contacted the company Coinbase numerous times but they have not done anything about it for around 21 days since the account has been closed. I initially had XXXX invested and the profit has been below over 10k since. For the sake of not having to repeat myself, I've attached below everything filed with the XXXX. Here is also a link to Coinbase XXXX rating page. I would mostly like my money back that is in the account so I can transfer it to another company and/or would like to sue them for damages caused during this whole experience. This company needs to be held accountable. I would like to sue them but I'm having trouble finding a legitimate and cost effective way to do it. https : XXXX The money that was sent in the bitcoin investment scam was XXXX That's basically how this whole thing started. I converted the currency to bitcoin and sent it. Coinbase did nothing about it even though they stated they might be able to recover it if it was supported on their platform. I contacted them numerous times about it, eventually gave up and then randomly one day they disbaled my account. They wouldn't state why but my guess is the incident I previously stated. There is a person who is pursuing legal action against the scammer as we have a name and everything. However, to stay on topic, this issue is between me and coinbase as they should've been able to recover the funds since they stated that to me as well as restore my funds. On their app it states that they are having connection issues but when I login on the desktop it states that my account is temporarily disabled. Besides giving them a negative review, Coinbase doesn't care and I'm not the only one who has had this issue. This can't be legal. They do have only 90 employees but they have had more than enough time to resolve this given the timeframe they've stated to me numerous times an account specialist would get back to me. As you can tell, all they continue to do is provide me with the same copy and paste response and consolidate my emails into a thread that never gets resolved. At this point, I'm out a loss of time and money. The only thing the XXXX will do is leave them a negative review and point me to an endless route of other resources " better equipped '' to handle my situation. Not sure what else can be done. Any help would greatly be appreciated. Regards, XXXX XXXX Above was my original issue with them. They stated that they couldn't retrieve the stolen btc, however, when I asked them for my sender address so I could see what address I sent the stolen btc from, they asked me for a hash of the transaction. See I have the scammers address but I need my address so I can match the transaction. Coinbase only gives me a receiver address, which means if people want to send me money then I give them that address. That is what the scammer did. He knows that address the money came from. They then replied with asking me to reset my password. I complied and did that. Then I got a message saying my account was disabled. Leaving me locked out once again. Although the last time I was temporarily locked out, this time it's disabled. I don't care about the stolen btc I just wanted my sender address that I sent the money from to track it. My account has tanked well over 10k since this whole incident and while the blame is on my for sending the scammer money it is on coin bases fault for locking me account of my account for over a month allowing my portfolio to become dust. I can't get a lawyer to go after them and they know that because my portfolio is too small compared to others. I've attached the history of my account while it was locked. They responded again today telling me and account specialist will contact me within 4-5 business days but that is a lie because I had to go through the CFPB like I'm doing now again to pressure them into giving me my account back. They compensated me {$50.00} which is a spit in the face. This company should be shut down for fraud. There are no real human beings operating in that place and they are the absolute worst business in the entire universe. I don't understand how they ask me for a hash to see what address the money was sent FROM and then they disable the account and have a specialist take another money to get back to me. I'm willing to bet my account would have still been locked the first time had I not contacted the CFPB. Apparently filing a complain with them is the only and most productive way to get the companies attention aside from the inadequate customer service. I've seen aliens on mars have better communication with human civilization than them. Apparently there seems to be no sign of human intelligence anywhere at their headquarters.
Company Response:
State: FL
Zip: 34677
Submitted Via: Web
Date Sent: 2021-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-21
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I opened an account with Coinbase and over the course of a year+ I slowly purchased a wide range of crypto currencies. At the end of XXXX I went to purchase {$100.00} worth of Bitcoin. The purchase fell to an old debit card I had on file with them. The payment couldn't go through on that card but I had my new card on file as well which was fine the purchase actually did go through on that. Coinbase claimed they never got the money. They did. They then shut down my account at the end of XXXX completely cutting off access to the XXXX I had in my account. It's been two months since this has happen and I've filed 10+ tickets, complaints with them, I've tried calling, tweeting at them and filed complaints with : the SEC , Coinbase, XXXX and FTC .
Company Response:
State: MA
Zip: 024XX
Submitted Via: Web
Date Sent: 2021-07-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-21
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Coinbase has put a 72 hour hold on a bitcoin transaction for nonsensical security reasons and I have no way to contact or4 dispute the hold.
Company Response:
State: CA
Zip: 92883
Submitted Via: Web
Date Sent: 2021-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-20
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: i have my Coinbase account blocked since XXXX, XXXX, 2021 I have try to complite my personal dates, reset my account and solved the problem with them but without success. For this reason i cant move or remove my money from taht count.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-07-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-20
Issue: Other transaction problem
Subissue:
Consumer Complaint: Let me start by saying that I have NEVER had to file a complaint against a company. Im pretty understanding when it comes to customer service/resolution since I know it can take some time for a company to fix a problem. On XXXX XXXX XXXX ( pacific time ) I was at work when I received a weird text message from an XXXX phone number ( XXXX ). It had a verification code that said it was from COINBASE, but did NOT contain a link. I immediately knew something was wrong because I never saw that number from Coinbase before. Almost instantly after, I got another text from Coinbase ( # XXXX ) that said my account recovery was being processed and my two step recovery had been changed as apart of the process. Since Coinbase doesnt have live support I called the XXXX number to lock my account. They sent a text from the same number about XXXX minutes later saying that the request was cancelled. However I still logged in to see the amount of crypto that I had was sent to another wallet address ( essentially stolen ). The hackers also took {$200.00} from my debit card that was linked to my account to purchase XXXX. I contacted my bank account to close my card. I also opened a support ticket with Coinbase that same morning this happened. After work I get home and see that Coinbase responded to my case by email. Coinbase told me that they would be able to help me get my account recovered since they saw that I had called and locked my account earlier that day. They told me to make sure that all of my accounts were secured and to reply to the same email thread when I was ready to begin my account recovery. Knowing that I had already done my steps to secure everything, I immediately responded saying that I was ready to begin. Shortly after I get an email stating : 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. The following morning on XXXX XXXX, they respond to the email saying that a specialist would be investigating and reach out to me in the email thread within 4-5 BUSINESS DAYS. I was also in for a surprise when I saw that their was an unauthorized ACH transfer from my account of {$200.00} causing me to overdraw my bank account. I asked them in the email thread how was someone able to still have access if I locked my account yesterday? NO RESPONSE. I reached out again on XX/XX/2021 to see if they were able to help me as well as open a new ticket but they just redirected me to the same email thread. On XX/XX/2021 I filed a complaint hoping that they would take me serious but they stated : We are writing in response to your XXXX XX/XX/2021 complaint regarding unauthorized transactions on your Coinbase account. Coinbase has received your formal complaint regarding unauthorized access to your Coinbase account. Your account safety is our priority and we need to take certain steps to secure your account. Someone from our team will contact you with further instructions regarding securing your account and any potential credits to your account due to the unauthorized access. Please allow us to resolve your issues through our Coinbase Support Team first and if you are still dissatisfied with our resolution at that time please submit a new Formal Complaint. At this point it is now XXXX XXXX and I still havent gotten access to my account. I know this was a lengthy complaint but I have tried everything to get help : - I filed a police report that day ( XX/XX/2021 XXXX since I did have money from my account stolen ( just to have it on record ). - I tried reaching out to them via social media. - I have tried opening a new case because they just abandoned the original case. - I have tried researching online to see how others have gotten account issues like SECURITY resolved. I have filed another complaint on XX/XX/2021. Tried to open a new case. And have even provided my identification to the email threads so they wouldnt have to waste time asking me for it. The new cases that I did try to open would just be closed without having my problem resolved. Im honestly at the end of my rope and I have told Coinbase this but they DONT CARE. I take full responsibility for the loss of my XXXX, but it becomes an issue to where someone else can access my account and not myself. I have not asked them for any money back or anything of that sort, I just wanted them to restore my XXXX that the hackers changed so I can have access back to my account. Lastly, The company has asked for personal information when I created the account and when tax time comes around the hackers can have access to my ssn on the forms that they upload online. I need help. I am at the end of my rope.
Company Response:
State: CA
Zip: 95831
Submitted Via: Web
Date Sent: 2021-07-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-20
Issue: Fraud or scam
Subissue:
Consumer Complaint: i start trading cryptocurrency with COINBASE in XX/XX/XXXX, make several transactions deposit and withdraw with no issues till XX/XX/XXXX, someone compromise my account and change password and email for my account and tried to make 2 other purchase using my bank account XXXX, but thank GOD i could dispute those transactions because they were still in pending, tried several times to contact Coinbase customer support via email and phone to fix this issue but no aim, no-one get back to me except for first time to provide steps to reset password but when i try to tell them that hacker change Email for my account to his, they stop responding and never get back to me after that, the hacker took {$14000.00} from my account in 5 different transactions cleared from my bank account as shown below : XX/XX/XXXX {$3000.00} XX/XX/XXXX {$2600.00} XX/XX/XXXX {$2500.00} XX/XX/XXXX {$2800.00} XX/XX/XXXX {$2900.00} i really need my money back my case # XXXX username : XXXX thank you
Company Response:
State: TN
Zip: 37013
Submitted Via: Web
Date Sent: 2021-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-19
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Hi, l am a customer of Coinbase. l always seem to have a problem accessing my money to transfer it to another bitcoin wallet address. For instance, when l had {$1100.00} deposit in my account, the system/payment gateway would tell me l do not have enough money for the {$1000.00} transfer. l would have to wait and try and try again to transfer the {$1000.00}. When it finally allow me to transfer the {$1000.00} it only allowed {$960.00}. l would like the Consumer Financial Protection Bureau to have Coinbase change their payment gateway to one that allow for immediate access to the money in my account.
Company Response:
State: TX
Zip: 75038
Submitted Via: Web
Date Sent: 2021-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-17
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: My account with Coinbase ( coinbase.com ) was hacked and {$2500.00} was withdrawn from my account. Someone hacked into the account, and withdrew transactions from XXXX and checking accounts which were connected to Coinbase. This happened on XX/XX/XXXX and is due to Coinbase 's inadequate safeguards. I raised a complaint ( Help Ticket ) with Coinbase and they said that they would investigate and get back to me in 4-5 days. Since then I have sent them numerous emails as followups ( they have no phone number to call ) and they will not return any of my emails. I have meanwhile asked XXXX and my bank to help as well.
Company Response:
State: CT
Zip: 068XX
Submitted Via: Web
Date Sent: 2021-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A