Date Received: 2021-05-03
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I opened an account with Coinbase almost a year ago with {$10000.00}. I invested it all in XXXX. I have almost XXXX shares worth approx {$55000.00}. My company has sold and thus my email address is not longer in service. I can not verify my coinbase account any longer. I emailed coinbase 3 weeks ago to advise them of the problem. They advised in email to open a new account with a new email address, get verified and let them know when done and they will transfer everything from my old account into my new account. I have done all of that and did email them multiple times with no response. I am in need of assistance in gaining access to my account again. Once I do, I will transfer it to a much more reputable company. Thank you very much for your assistance. Regards, XXXX XXXX
Company Response:
State: IL
Zip: 60047
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: Wrong amount charged or received
Subissue:
Consumer Complaint: On Friday, XX/XX/XXXX at XXXX XXXX EST, I executed a trade of XXXX DNT ( XXXX ) tokens using the Coinbase App. At this time the spot price on Coinbase was XXXX USD. As communicated through the Coinbase App, when I agreed to sell my tokens, my portfolio was valued at XXXX, XXXX USD. As the transaction was completed moments later, my portfolio, then in USD, was valued at XXXX USD - an evaporation of XXXX, XXX USD having been given XXXX USD per token, while DNT was still trading north of XXXX higher. I fully understand slippage is to be expected while trading cryptocurrencies, especially on Coinbase, however a delta of north of 20 % is not slippage but an error ( at best ) and one that hopefully is corrected swiftly. I've attached screenshots of the transaction as well as a video illustrating the sudden, instant, drop in my portfolio value. Please see the attached for reference : Image # 1 & # 2 : DNT 's Coinbase Spot Price on two different views showing that at XXXX XXXX EST, 1 minute after my transaction was executed, the spot price was still XXXX - XXXX USD. Image # 3 & # 4 : My personal Portfolio balance at XXXX XXXX EST on XX/XX/2021 and my personal portfolio balance at XXXX XXXXM EST on XX/XX/2021 after I had sold my DNT. Image # 5 : This video illustrates the above ( similar to Images # 3 & # 4 ) and clearly shows the evaporation for XXXX USD in portfolio balance.
Company Response:
State: MA
Zip: 02176
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: 2021-05-02
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/2021 I attempted ach deposit from my checking account at XXXX XXXX, XXXX, XXXX To coinbase ( pro ) I have used coinbase almost XXXX years & coinbase pro nearly a year with scores of successful transactions. This is not an error on my part. ( Coinbase & coinbase pro are connected & same company. The pro version is cheaper transaction fees but not as user-friendly & easy for beginners as regular coinbase but transfers between the two are immediate & free of cost so buying, selling & transferring is more reasonable on pro version & /but for holding assets ( semi ) -long-term its easier on coinbase regular to track & research coin ). On coinbase pro if a bank account is linked for ach deposit I believe when one is made their system can verify if sufficient funds are available then ( usually ) within seconds it will say " success, you can trade immediately while we wait for your funds you can withdraw in XXXX days '' & usually in approximately XXXX business days the withdrawal from bank account will show in bank balance. On XX/XX/XXXX my {$400.00} usd deposit showed " PENDING XXXX' on coinbase pro & it never changed. ( After a month or so they added a 2nd {$400.00} deposit transaction for that day to the transaction ledger on coinbase pro stating " successful or complete '' I first got an email stating insufficient funds for the {$400.00} deposit. I tried a {$200.00} deposit minutes later same day. Same thing. But the {$200.00} never left the bank. The {$400.00} DID! I've got pictures & paperwork from my bank. Then I noticed an email saying " your available balance..deposit success blah blah.. ) I followed the email link it took me to reg coinbase transaction history ( linked with pro ) it showed XX/XX/XXXX {$400.00} deposit " complete '' on pro still showed " PENDING '' by then I had already submitted a support/help request # XXXX. Since then I submitted several more & I got email stating consolidation of requests to # XXXX. Ok. I've emailed XXXX times with thousands of words, pleas with concern. Usually auto-bot emails come from coinbase to me. No human response. XX/XX/XXXX I finally get an email that had a little human quality to it but indicated my case had not been examined thoroughly & /or plain ole stole from me & /or don't care. The email was completely in accurate. It said on XX/XX/XXXX I made a couple deposits amounting to {$400.00} which one was insufficient & I was " credited " NO. I WAS NOT. I immediately emailed back ( several times since ) but still no response. None at all now & since then. It's obvious if someone didn't intentionally take my money then that one email sender could not have spent more than XXXX seconds hurriedly scanning the situation because they were WRONG & are completely neglecting their duties & obligations. Every time I have deposited usd to coinbase/ pro I would immediately buy what I was after. There was Nothing bought with that {$400.00} supposedly deposited on XX/XX/XXXX EVER. my usd balance was NEVER " credited " nothing was credited. Not to me. I work. Approx XXXX hours for {$400.00}. I've spent hours now messaging coinbase.
Company Response:
State: KY
Zip: 403XX
Submitted Via: Web
Date Sent: 2021-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-02
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: I have filed several complaints to the company still yet they have refused to fix my problem, a month ago i got a notification to reverify my identity on coinbase when i tried sending bitcoin out to a bitcoin address so i did and my account was verified again i got a mail that all restrictions were taken out of my account and i can now regain access to my funds but still yet the restrictions is still right there and my funds are tied down on coinbase, I have been sending mails and complaining through the contact us on the coinbase web nothing was done still yet my account is under restrictions for month all case numbers are : # XXXX # XXXX # XXXX # XXXX # XXXX # XXXX
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-03
Issue: Other transaction problem
Subissue:
Consumer Complaint: Company : XXXX Date : XX/XX/2018 All my XXXX tokens were stolen by XXXX. I have screenshots from my account transaction history of my tokens being transferred to XXXX. The tokens were not transferred to a wallet. This transaction was not authorized by me. I purchased these tokens on XXXX exchange and then it was randomly taken by XXXX. Ive filed multiple cases with XXXX with no response on their end. I ask for updates and just get generic responses saying they are looking into the issue and then nothing further happens. Amount : a little over XXXX XXXX tokens
Company Response:
State: MO
Zip: 63122
Submitted Via: Web
Date Sent: 2021-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-02
Issue: Other transaction problem
Subissue:
Consumer Complaint: Case # XXXX I created an account about a week ago. I provided multiple documents ( Drivers ID, Employment Card ) and a selfie to verify my ID. My account was then verified. Even after this process buys and deposits have been 'Disabled ' since the creation of my account. I went through the proper channels to fix these but was told that specialists would look at my case. I reported the problem a day or so after creating the account but haven't herd back. This happened to me before with a previous account that I ended up just closing after not getting a response for weeks. The date of this complaint is XX/XX/2021.
Company Response:
State: OH
Zip: 452XX
Submitted Via: Web
Date Sent: 2021-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-02
Issue: Fraud or scam
Subissue:
Consumer Complaint: This is regarding a money laundering compliant against coinbase.com for cryptocurrency worth around $ XXXX XXXX. Coinbase helped criminals facilitate crime who extorted me of a large amount of cryptocurrency. Coinbase aided and abetted criminals. Their customer service took over a month of countless followups to respond. They responded with a generic copy pasted response and DID NOT EVEN OPEN MY LETTER OR ATTACHMENTS. They are incompetent and I need help with getting a hold of a XXXX XXXX that will admit they have broken AML laws and owe me a full refund for my damages. I've attached a letter with all the details. In addition, they are not cooperating with law enforcement to reveal the identity of the of user who is the owner of the COINBASE COMMERCE MERCHANT account.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-02
Issue: Fraud or scam
Subissue:
Consumer Complaint: At XXXX on XXXX I started receiving SMS verification codes from Coinbase. I woke up around XXXX due to constant pinging of my cell phone and saw all these texts and instantly knew something was wrong. I got multiple other texts saying withdrawals have been delayed for security purposes. I didnt do or authorize any of these. I jumped out of bed and instantly disabled my account online with Coinbase. I used their online submission form to disable. Since CB has no live agents to chat with I emailed them to ensure they knew these withdrawals were fraud. Since my account was XXXX I could not sign in to cancel these withdrawals. Ive emailed CB multiple times to inquire if they stopped these withdrawals that they put a delay on. I have heard nothing from CB on resolving this issue. On XXXX I started the account recovery process so had to send them pics of my drivers license and a selfie of me. They state it will be 4 days to recover my account. Since no communication from CB I dont know if they stopped these withdrawals or not. I have emailed 3-4 times with no response. 36 hours later and with 6 figures in my account before the hack I have no idea if I have any money left. Crazy that they cant assist me quicker and a multi billion dollar company has no live agents to help people immediately for these issues.
Company Response:
State: GA
Zip: 30152
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: 2021-05-01
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: My Coinbase base account was compromised. I am unable to login to my account. However, someone who was able to withdraw all my monies from my bank account. I called my bank account and had to close the account that was linked to Coinbase and open a new one. I wrote Coinbase about the complaint, but have not received a phone call or anything that could resolve my issues. I have over {$4000.00} in asset in my Coinbase account.
Company Response:
State: CA
Zip: 92346
Submitted Via: Web
Date Sent: 2021-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-30
Issue: Fraud or scam
Subissue:
Consumer Complaint: Hi on XX/XX/2021 my Coinbase account was hacked using a SIM card swap. Whoever gained access to my cell phone number, was doing change my password and verify with my cell number. However they disconnected my phone and all my texts were going to them. I disabled my coinbase account and verified my account and was able to get back in two days later. However, these hackers still had access to my phone number which I did not know at the time. They were waiting for the verification process to go through to try again at hacking my account. After coinbases verification process they were able to get me out of my email completely and back into my coinbase account. I ended up canceling my service provider and getting a new phone number. My problem now is that coinbase is not allowing me back into my account. I can not get into the account to change my phone number OR verify my identity. I get an error message saying account disabled contact support. I have around {$5000.00} in there. When I email them they say a specialist is working on my case. Ive learned through XXXX that no one is working on my case. I desperately need help. I want all of my money back or at the very least access back into my account so I can withdraw all of my money. I had absolutely no idea they were enabling hackers ( they cant void transactions, have no idea where money goes when its been sent, dont answer emails or have a phone line ). Im praying you guys can help me.
Company Response:
State: CA
Zip: 94519
Submitted Via: Web
Date Sent: 2021-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A