Date Received: 2021-05-05
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXX I received an email telling me my coinbase account password had been changed. I had not done this, so I called there support number. I was told by a recording that only card members could talk to customer service representatives. I locked my account through the recorded messages. I took the steps to recover my account. After they reviewed it they said they would would send me a verification code. The last 2 digits shown for the phone they where going to send it to where not correct. Somehow someone had changed the phone number on my account. There is no way to call customer service and talk to a representative. I have sent emails, submitted a ticket, and sent messages on XX/XX/XXXXand XXXX and I haven't heard anything from them.
Company Response:
State: NM
Zip: 87110
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: 2021-05-04
Issue: Other transaction problem
Subissue:
Consumer Complaint: My Name is XXXX XXXX, a XXXX Investor at XXXX. I have recently suffered a loss in Coinbase.com. I have this account since XXXX. In XX/XX/XXXX, my account was unlocked for 1 month and half. After a lot back and forth with XXXX the account was finally unlocked on XXXX XXXX. On XX/XX/XXXX for the first time I went online to sign in, I watched in real time as my portfolio went down and down in value, ,from the time I logged in, to the time I that happened, it was XXXX XXXX And in those XXXX XXXX, there XXXX XXXX with XXXX separate transactions. The rapid-fire transactions in this case consolidated all of my virtual currencies including bitcoin ( XXXX BTC ), ethereum ( XXXX ), litecoin ( XXXX LTC-USD ) into bitcoin cash ( BCH-USD ) XXXX XXXX XXXX approximately {$27000.00} ), then exported the funds to the external following account to XXXX After reaching out to XXXX they came the devastating news : XXXX said it was unable to reverse the transactions, attributed the loss to a SIM Swap -remote takeover, and advised him to report the matter to law enforcement. Reference Case # XXXX - My Account has compromised and has been hacked.
Company Response:
State: FL
Zip: 33547
Submitted Via: Web
Date Sent: 2021-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-04
Issue: Other service problem
Subissue:
Consumer Complaint: On XX/XX/2021 - I noticed an unauthorized transfer of funds ( $ XXXX ) into my Coinbase account from my linked checking account. This corresponded to a purchase I made from Coinbase in the same amount, but this transfer was unnecessary as there were adequate funds in the Coinbase account. I reported this problem to Coinbase who immediately froze access to my account. Since that time, Coinbase has been totally unresponsive to my requests for a status update. My account remains locked with a considerable amount of value tied up, and I have not been able to get any information about what is happening to resolve the problem.
Company Response:
State: CA
Zip: 94131
Submitted Via: Web
Date Sent: 2021-05-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-04
Issue: Other service problem
Subissue:
Consumer Complaint: Coinbase Support Case # XXXX. I have been locked out of my Coinbase account since Friday, XX/XX/2021. I reported through their customer service channels that I lost my XXXX authentication and would need help from them to reset it. They initially responded to my customer service request by email on XX/XX/2021. I replied to what appeared to be a form response to explain to them further that I needed assistance resetting/replacing my 2-Factor authentication. They emailed again on XX/XX/2021 to explain that I would need to upload my identification and a photo into their system to verify my identity to solve this problem, but they did not provide a link or other means to actually do this. On XX/XX/2021, Coinbase Support sent me another email explaining other steps I should do to protect myself including changing my password and said that I should continue to reply to their emails to get further assistance. On XX/XX/2021, Coinbase Support indicated that a " specialist '' would look into my case. I have sent them numerous follow-up emails since XX/XX/2021, but have not received any further response once the " specialist '' became involved. I have also tried reaching out to Coinbase and Coinbase Support through various social media channels, but have failed to receive a response. I have substantial value locked up in my Coinbase account and would like to regain access and control of my money. My Coinbase Support Case is XXXX # XXXX.
Company Response:
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2021-05-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-04
Issue: Other transaction problem
Subissue:
Consumer Complaint: This is in regards to Coinbase.com I paid a merchant in ethereum ( cryptocurrency ) and Coinbase claims that the transaction is awaiting network confirmations. It has been over one month since the transaction has cleared. They told me one week ago as of today that theyre working with a specialist on my case and since then I havent heard anything back. Ive sent them at least three emails since then and there hasnt been any response. The ETH is still sitting in the wallet account that I sent it to, but the merchant cant access it, and neither can I. Coinbase refuses to act ( and wont respond to my emails ). Its honestly as if their customer service department is accountable to nobody. I tried submitting a complaint, to no avail. I will likely have to take them to small claims court or something ... Its honestly the worst customer service ever and Ive dealt with many companies ... none have ever had customer service this bad. They dont even sign their emails with an actual name, which is extremely shady. I will update if and when this is resolved. Im beginning to lose faith that it will.
Company Response:
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-05-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-04
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I am a loyal customer of Coinbase and referred several friends and family members to open a Coinbase account. On XX/XX/21 my Bank account had two charges from Coinbase which I did not make ( {$1000.00} and {$110.00} ). I contacted Coinbase to get an explanation for the two charges. Coinbase immediately suspended my account and assigned a Case # XXXX. After contacting Coinbase in efforts to change my password and regain access to my account. I received an automated email stating it normally takes 4-5 business days for a specialist to review my case, which this has been 15 days now with no response or update. Since then I have made repeated attempts to contact Coinbase with returning emails of any updates. I would like my case expedited and account re-opened since there was not a problem with my Coinbase account, it was charges on my Bank account from Coinbase. The account is in excess of {$300000.00} US and I have no access to verify my account balances. I will update what happens from here and timing to access my Coinbase account again.
Company Response:
State: FL
Zip: 34982
Submitted Via: Web
Date Sent: 2021-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-04
Issue: Other transaction problem
Subissue:
Consumer Complaint: Account became restricted for no reason. After multiple attempts to fix the issue, its been weeks with no responses. XX/XX/XXXX : deposited {$1000.00}. Also XX/XX/XXXX : account restricted. Was able to deposit and fund my account, but unable to trade or withdraw any of the funds that I just had deposited.
Company Response:
State: NJ
Zip: 07470
Submitted Via: Web
Date Sent: 2021-05-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-04
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: Hi. Someone hacked my coinbase account on XX/XX/21. My bank information was linked to my coinbase account. Hacker deposit {$5000.00} of my money to my account and was trading. I lost around $ 400-600. I did not get about the Transactions. Also, hacker deposit {$5000.00} not showing on my coinbase account.I feel coinbase unsafe. Just wan na close my account when everythings fixed. I am not sure about the loss. The hacker is from XXXX. I am a US Customer amd they did not see this is wrong. Coinbase was not protecting my account at all. I want my money back. Coinbase made a mistake and a I hope they take responsibility for it. Also, I have another problem. {$5000.00} transaction was pending. I called my bank to stop this transaction. Coinbase want to pay {$5000.00} back. I paid {$3900.00} back. ( it was on my account ). I tried to add my bank to pay the rest {$1000.00}. I removed from my bank informaton before because hacker had access to my bank information. So, I tried to add my bank once again to pay the rest of the money and it did not let me. So, I wired money to coinbase. ( {$1000.00} ). It doesnt show on my coinbase account and I did not get email about they received my money. In this case I want this money back to. I attached pictures. I circled which transactions was unauthorized and I circled I paid {$3900.00} back. Also, I attached a picture about the wire transfer. I did not buy bitcoin I add that picture too. Thank you for your help : )
Company Response:
State: NY
Zip: 116XX
Submitted Via: Web
Date Sent: 2021-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-03
Issue: Money was not available when promised
Subissue:
Consumer Complaint: XXXX hacker was attempting to steal my funds from Coinbase and Coinbase Pro and I lost access because they changed my password and I asked them to freeze accounts. They confirmed that they froze accounts but now they will not let me recover access. They ask me to open a new account but when I try I get a letter back that I am not allowed and that my account is deleted. I filed complaints with them, the XXXX, the SEC and have heard nothing.
Company Response:
State: NY
Zip: 10028
Submitted Via: Web
Date Sent: 2021-05-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-03
Issue: Fraud or scam
Subissue:
Consumer Complaint: COINBASE HACK My coinbase account was hacked this morning at XXXX. They managed to ta take {$12000.00} plus of my investments. Leaving {$24.00}. They also managed to take {$1000.00} out of my bank account attached to coinbase. The Ip address XXXX and the email that was used XXXX Not sure at this point if I will get any of the money from coinbase. My bank is working on getting my {$1000.00} they managed to take from my personal account. Coinbase is supposed to be safe and secure. The only way I can contact them is through email ... I have had no reply. This is alot of money and hard to swallow. And I'll I get is an email to send my concerns to ... scary guys.
Company Response:
State: ID
Zip: 83705
Submitted Via: Web
Date Sent: 2021-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A