Date Received: 2021-05-06
Issue: Other transaction problem
Subissue:
Consumer Complaint: This complain is about Coinbase Crypto currency platform.I opened my account with them in XXXX XXXXAfter successfully opening my account, I started buying Bitcoin and other crypto currency for a month or so.All if a sudden, my account was under review and it has been over 3 months and not been resolved. I have emailed support on several occasions but got automated response and nothing has been done.There is no phone number as well.I have submitted all required documents which were asked when opening the account and not sure why it is review. I am loosing hope and need desperate help to get my money back. Please help.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-05-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-06
Issue: Other service problem
Subissue:
Consumer Complaint: My Coinbase account got hacked into, I locked the account and changed my password, now when I try to sign in it directs me to a verification page to prove its me. I have done the verification and I keep having to repeat the verification process and it wont let me into my Coinbase account. I just get directed to the verification process everytime. Please help Ive emailed multiple times and they keep responding with the basic response. They arent helpful at all! I have a lot of $ in this account and Im worried my funds are gone or Im not gon na be able to get in.
Company Response:
State: NY
Zip: 10002
Submitted Via: Web
Date Sent: 2021-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-06
Issue: Other service problem
Subissue:
Consumer Complaint: My name is XXXX XXXX I have had a coinbase account since XX/XX/XXXX. I have had no problems with my account until XX/XX/XXXX. I received an email stating that I had inquired about my account from an email address that was not on file. I then logged into my account and noticed that nothng looked unusual with my account. All the balances were still as expected. As a precaution I forwarded the email to coinbases security team and put a manual freeze on my account. I have been trying to unfreeze my account since XX/XX/XXXX and was told that the response time would be 4-7 business days. After 20 business days I filed a formal complaint on the coinbase website and received an email stating they would get back to me in 15 business days. Then after a week received another email stating it would be another 20 business days. I have a fairly large balance and the fact that I can not get any response has prompted me to tell my story here. the coinbase case # is XXXX Thank you for your help XXXX XXXX XXXX
Company Response:
State: GA
Zip: 30189
Submitted Via: Web
Date Sent: 2021-05-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-06
Issue: Other transaction problem
Subissue:
Consumer Complaint: I got SIM hacked on Monday XX/XX/XXXX, ie Hackers took over my phone temporarily via sim transfer and my gmail permanently. After I got my phone number back from XXXX I instantly tried locking my account on Coinbase when I couldn't get in, I finally found a phone number where you can do that, even though it's just a bot. I also wrote an email to coinbase support and they only responded with a generic email about security and mentioned reinstalling the account via email ( which just had been hacked and is still compromised!?! ). I have not received any updates if the hackers were successful in transferring any crypto out ( I ; m afraid so ) or if they are locked out or what the actual damage is, etc. And I read in many forums like XXXX that CB often takes their sweet time to respond, up to weeks and months! How is that possible for such a big company with a huge IPO to ignore their customer safety this badly? This contributes to the bad image crypto has as enabling criminals. XXXX also is rather sketchy in allowing the sim swap and said they won't reveal the findings of their internal research to me, ie where was the sim swapped, in store, online, etc. There have been many reports of insider jobs at carriers like XXXX and XXXX, and a long history of sim swap hacks that they should guard themselves and their customers better. It's way too easy.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-05-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-06
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: XXXX # XXXX - I trying to update my email address to a new email My account was deactivated Tuesday XX/XX/2021 at XXXX XXXX Coinbase support hasn't been too helpful. I get the message Sorry, account temporarily disabled. Please contact support. I've been without access to my account and funds since Tuesday XX/XX/2021. I have provided an e-mail below is the last message I received from Coinbase.
From : Coinbase Support
Company Response:
State: GA
Zip: 30341
Submitted Via: Web
Date Sent: 2021-05-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-05
Issue: Fraud or scam
Subissue:
Consumer Complaint: I am writing about the Coinbase fraud that was committed on my account. The fraud was committed on XX/XX/21 where my digital coins were sold to USD then transferred out to another XXXX account. The unauthorized XXXX transaction happened on XX/XX/21 Friday morning at XXXX PT in the amount of {$3200.00}. The money was sent to a XXXX email account at " XXXX ''. I have filed police reports, reported this action to the identity theft org, and now am planning to consult legal help.
Company Response:
State: CA
Zip: 95121
Submitted Via: Web
Date Sent: 2021-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-05
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: In late XX/XX/2020 I opened a XXXX account and on my mobile device a XXXX XXXX. I did so and followed all instructions about the phrase they use to recover. Then just a few days later when I went to open the wallet, it prompted me to add 2 step authentication XXXX a program on my mobile device that gives me a new code each time I login, for safety purposes. When I performed that task, it gave me a recovery code. I have the screenshot and print out. It is a lengthy code of various numbers and letters. At the bottom of the page it states " you have now enabled 2 step verification for your account. Please note that if you lose this code and your password, you will permanently lose access to your account while 2 step verification is enabled. '' so during XXXX through XXXX I used the wallet app and opened on regular basis, depositing various currencies. I have record of deposits. Then one day it would not allow me to open, stating something on my phone had changed? So I went to the recovery code I printed and gathered my login and password only to find they now want the 12 word phrase used at the creation of the account. I have reached out to XXXX and got a standard reply while I was traveling. By the time I got back the inquiry had expired and I had to contact them again, they again stated I needed the 12 word phrase. I replied with the information I noted above and to date have not gotten a reply in any form. I had deposited almost {$10000.00} and that is worth more now. I did exactly what the program advised me to do. I saved the code it gave me, and I have the password and login for my account. This is a public company so was surprised by the lack of communication and assistance. It may be an accidental or innocent oversight on how they set up their program, but fact of the matter is I have done exactly as asked. Please let me know what if any information is required. I have the code and instructions saved and also printed. I have the deposits and dates also. Thank you
Company Response:
State: NC
Zip: 27546
Submitted Via: Web
Date Sent: 2021-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-05
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: I send XXXX xlm coins to coinbase from my ledger live and never received it. I try contacting coinbase about the problem they reply back by saying that the issue has been resolved but it was never resolved
Company Response:
State: NY
Zip: 11691
Submitted Via: Web
Date Sent: 2021-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-05
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I am a XXXX account holder with critpocurrencies ( bitcoin, and ethereum ). I live in XXXX. My XXXX account has been blocked since XXXX. XXXX says it's under review and dont let me access my money. XXXX also don't tell me what is wrong. If I can't find out what the problem is, I can't fix it. In my opinion there is no problem at all. My account its been fine since the first day I sent XXXX XXXX. Nothing has changed. I have sent XXXX many complaints and they always tell me to wait a few days. The result is always the same. XXXX do not solve the problema and dont let me access my funds. Also, my money is exposed to what happens in the market, I feel hurt. XXXX allways says is going to do something but its been almost five months since I cant get my money. Cant understadn this could happen in the USA, and cant understand this happen with XXXX, a XXXX listed company.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-05-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-05
Issue: Other service problem
Subissue:
Consumer Complaint: I tried to deposit {$2500.00} into my Coinbase XXXX account. I had forgotten to transfer my money from my checkings account to my savings account, so the transfer failed. Immediately after realizing, I added the money to my checkings account, and then the transfer was successful. The money was deposited into my Coinbase XXXX account, but then my account was completely disabled. I am currently unable to transfer money back into my bank account, which is a huge problem for me. I am also not able to buy/sell XXXX, meaning I'm being exposed to much more risk than I want. I previously had {$2500.00} in Coinbase XXXX meaning over {$5000.00} of my savings is frozen. I have three unresolved email threads with XXXX, but each time they stop responding. They gave me some very simple advice such as " refresh the app '', " update the app '', " logout and login '', which are not helpful. It seems that they have disabled my account on their end, and all this would take to resolve is a switch on their end.
Company Response:
State: CA
Zip: 95014
Submitted Via: Web
Date Sent: 2021-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A