Date Received: 2021-05-24
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I have a account on coinbase.com with XXXX XXXX in my wallet. I've bought XXXX XXXX on XX/XX/21 and another XXXX on XX/XX/21. Since then I can not sell, buy, send or receive any of the coins. I have access to the account but always get the message that they have to verify/examine my account and this should take XXXX or 2 days. So I contacted the support on XX/XX/21 to ask how long this will take and that. I want to send my coins to another wallet or sell them and need access. Here is the answer : " Hi XXXX, Thanks for following up with us. We hear your frustration, and we understand this is not the most ideal experience. Were currently receiving a high number of requests, but our team is working diligently to get to your account review. In the meantime, please do not submit multiple support requests as this could cause further delays. We will contact you as soon as we have an update. Regards, Coinbase Support '' Since then I contacted support every 2-3 days. The last email was yesterday XX/XX/21 and all I get is the same answer an no help. I still can not access my asset. So I've contacted the FRC to help me with this case and they gave me the link and asked me to contact the consumerfinance. I kindly ask you to help me to get access to my assets. Thank you in advance! XXXX XXXX XXXX
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-05-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-24
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I might of been hacked or hacked and have been reaching out to XXXX support about the issue since XX/XX/XXXX. I lost access to my XXXX phone number that is tied to my coinbase and coinbase pro accounts. I used XXXX XXXX for XXXX authentication and when I set that up I saved my recovery key in case my phone was lost, stollen etc. On my new phone I used the recovery key to generate the authentication codes on my new phone but the keys are invalid. I filled a complaint with the XXXX after getting a response via email saying my issue has been escalated and a specialist will be in contact with me within five days. I do not get contacted back about my issue until I sent multiple replies asking why it is taking so long. It has been almost six months and I still can not get access to my account I have had with coinbase since around XXXX or XXXX. The help desk contacted me back finally and asked me to make a temporary account and only upload my ID and take a selfie with my webcam to verify my identity so they could verify my account and add my new phone number. I did this over a week ago, I have done everything they asked of me ; including following all the FAQs. I have sent replies asking about a time frame to update my account and have yet to get a reply back when the help desk specialist said they would.
Company Response:
State: TX
Zip: 759XX
Submitted Via: Web
Date Sent: 2021-05-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-24
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Hello, I am still waiting for the company to reply to me. it has been two months now and I have not heard back from coinbase. I have money on the account but it seems, the company does not reply to customers. I am getting frustrated and who knows what might happen next. This lack of customer service to help customers was the same reason why a young investor on XXXX killed himself. These companies need to be held acc ountable. Coinbase is initiating the same pattern of no replying to customers. It is a US company and publicly traded company and needs to be looked into. Thanks
Company Response:
State: TX
Zip: 77025
Submitted Via: Web
Date Sent: 2021-05-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-22
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I deposited 1 bitcoin to my coinbase pro exchange account in order to sell a bit and take profit. Upon doing so, I then proceed to withdraw the remaining bitcoin balance I had left back to my personal hardware wallet, the exact amount was XXXX bitcoin, or around {$19000.00} at the time of this writing. The transaction never made it thru, and has in fact been stuck in " Pending '' status for over 3 days now. Withdraws usually take only minutes to be completed and broadcast to the blockchain. I put in this withdraw request on XX/XX/2021 at XXXX CST. After waiting hours and it still being in pending status, I reached out to customer support to see what the hold up was. It has been 3 days, and I have been absolutely unable to get any sort of resolution or for that matter make ANY level of progress whatsoever with support. I continue to get generic pre-written canned responses to my email and ticket support requests. I have also attempted reaching out to support via all social media outlets as well, XXXX, XXXX, XXXX, etc, all to no avail. There is no phone number where I can reach a live person to deal with, and this is a decent amount of money we are talking about here. I have screenshots and ticket correspondence with all of their generic canned responses as well if that is needed. I have put in multiple support requests for what should be a very simple to fix issue, but I now feel that I am being totally ignored and given the runaround. All that needs to be done on their end is process the transaction or cancel it so that I may submit it again to regain access to my own funds, however I have been 100 % absolutely unable to reach anyone to help me get this sorted. Its almost as if every single response is just coming from an automated bot that sends me FAQ links and pre-canned responses. Multiple tickets put in with no resolution on any of them : XXXX, XXXX, XXXX, XXXX. I can provide any and all required info to pursue this and obtain resolution. I only want my funds released so that I may regain control over them again!
Company Response:
State: TX
Zip: 77433
Submitted Via: Web
Date Sent: 2021-05-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-21
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: On XX/XX/XXXX I submitted a deposit of {$1200.00} USD into Coinbase Pro. The money was taken from my checking account but never credited to my Coinbase account. In the App it says PENDING DEPOSIT and on the website it says PENDING highlighted in YELLOW. I contacted support and was given Case # XXXX, they told me the money was deposited into my account, but this is NOT true. The balance in my account is NOT {$1200.00} and I have not made {$1200.00} in trades so this is not possible for me to have received the money. I need this escalated so they can properly credit my account with my money that they took from my checking account.
Company Response:
State: FL
Zip: 344XX
Submitted Via: Web
Date Sent: 2021-05-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-21
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: On or around XX/XX/2021 someone impersonated me and hacked my phone, email and transferred money online to my Bitcoin investments and then withdrawn it all!!!! They somehow done a SIM card swap and then used my Coinbase wallet to transfer all my money out of my business account to bitcoins then withdrawn all my bitcoins or transferred them somewhere else with no trace??? I contacted XXXX XXXX XXXX XXXX and Coinbase.com and nobody knows anything or how to recover my stolen money
Company Response:
State: IN
Zip: 47374
Submitted Via: Web
Date Sent: 2021-05-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-21
Issue: Other transaction problem
Subissue:
Consumer Complaint: Good afternoon : I recently opened an account with coinbase.com. I adhered to all the security and privacy protocols. I made two purchases amounting to roughly {$1900.00} between XXXX XXXX. I received an alert that said my account was compromised. I immediately asked Coinbase to shut my account down until I strengthen my security protocols, thinking it would be easy to reinstate. A notification from Coinbase said they would rectify the problem in 4-5 days. I believe I may not be the only one that is feeling scammed by a Coinbase. After reviewing certain crypto blogs, it seems like its a fairly relevant in common situation. They provide no customer service or any way to contact them via phone. XXXX contact is done through a case number and email. Which, always goes on answered. Please help me to get my money back. Thank you
Company Response:
State: MA
Zip: 025XX
Submitted Via: Web
Date Sent: 2021-05-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-21
Issue: Other transaction problem
Subissue:
Consumer Complaint: My account was hacked through the coinbase website on the early monring of XX/XX/2021. They used coinbases secutiry features to remotely access my account/phone and reset my password and change my phone number. " They '' bypassed all of Coinbases security features and stole {$14000.00} that I had in my account. They also started withdrawls from my checking account that totaled in amounts over {$3000.00}, I was able to cancel these transaction I have contacted Coinbase numerous times. They have no live support, I was emailed a case number and have not heard anything back sense.My account was locked and I am no longer able to access any of my info. After doing some research it appears that it is common for Coinbase to give people a support ticket and never follow up. I want my money back from coinbase. It appears that people having money stolen from or by Coinbase is very common.
Company Response:
State: IL
Zip: 61109
Submitted Via: Web
Date Sent: 2021-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-21
Issue: Fraud or scam
Subissue:
Consumer Complaint: Hi, I was the victim of a sms message phishing attack on XX/XX/2021. I received a fake text message saying someone was attempting to withdraw bitcoin from my Coinbase account. The message said " if this is not you then click this link ''. Well I regretfully clicked the link and that's how the hackers were able to gain access into my account. They then proceeded to withdraw 1.49 bitcoin ( around {$75000.00} ) from my account. However, I had 2FA enabled in my account for any withdrawals, so I'm not sure how they were able to make a withdrawal. I have the phone number the message came from, the IP Address, and the bitcoin address my money got sent to. But that is it. I have attached the email confirmation I received when this unauthorized withdrawal went through. I also attached a screenshot of my recent account activity showing different IP addresses that had logged in. XXXX is the one the hackers were using. I also included a screenshot of the fake message I received. Is there anything you can do to help me? Thanks so much for your time. XXXX XXXX
Company Response:
State: IA
Zip: 500XX
Submitted Via: Web
Date Sent: 2021-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-21
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/2021 I received a confirmation that I bought {>= $1,000,000} worth of Bitcoin. Apparently I messed up with the verification process and they locked my account. I found a guy named XXXX XXXX that said he could help me get back into my account and transfer my Bitcoin to my XXXX wallet. It didn't feel right so I cancelled the transfer. This was done XX/XX/2021 at XXXX PDT. Since then after numerous emails promising to unlock my account I am still locked out.
Company Response:
State: CA
Zip: 960XX
Submitted Via: Web
Date Sent: 2021-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A