Date Received: 2021-04-29
Issue: Other transaction problem
Subissue:
Consumer Complaint: XX/XX/2021 someone took at XXXX XXXX coins out of a crypto wallet held on Coinbase wallet. This transaction was unauthorized. Coinbase is unwilling to compensate for my losses that were out of my control. There response was that my recovery phrase was compromised and used to authorize the withdrawal. ( Never happened and it is physically impossible for anyone but Coinbase to know my recovery phase, hence theyre the ones that issue it. ) I want the money and or coins reimbursed. I have already reached to Colorado dept of finance services. I have also withdrawn everything affiliated Coinbase to a separate wallet for safekeeping. Upon further reque st I can send attachments through encrypted email correspondence.
Company Response:
State: CO
Zip: 80634
Submitted Via: Web
Date Sent: 2021-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-28
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I was locked out of my account on Coinbase in XX/XX/2021. I contacted them and they said to create a new account with a different email address. I did and they said they would transfer my stocks to the new account. I have contacted them several times since creating the new account and I haven't gotten any additional responses. They are also still taking money out of my checking account for a some of the stocks. I haven't been able to add to purchase more stocks, sell or trade my stocks. I may be losing money or gaining money, but I don't know.
Company Response:
State: OH
Zip: 45805
Submitted Via: Web
Date Sent: 2021-04-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-28
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I have an account with Coinbase XXXX and have significant XXXX figure holdings for digital currency. I have been accessing my account from either my phone or laptop. In XX/XX/2021, suddenly I couldnt login into my account using my face id and stored password was also deleted. I tried to retrieve my password using retrieve password option but in my email, i recieved the response that said, that password couldnt be reset as I am trying to reset it from an unrecognized device. This device I used was my phone and my laptop which I have been using to succesfully login for last few years. On XX/XX/XXXX i submitted online customer service request highlighting this issue. Case # XXXX. I received a brief response asking for - Device you are using, including model number - Version of the mobile app - Version of your mobile device software - A screenshot of the error message/bug ( if possible ) - Steps taken to reproduce the error message/bug - Any additional information All the information was provided but after that i didnt receive any response for a few weeks. On XX/XX/2021, I again filed the issue with customer service : Case # XXXX and referred to the previous case. No response has been received to date. I then filed a complaint on XX/XX/2021 Case # XXXX - Complaint # XXXX describing unresponsiveness and my stuck assets. I have not been able to access my assets because of the unresponsiveness of Coinbase. I am not able to do any transactions. I am in need of money but can not access my account. This is a significant amount of money. Please help/ There is no way to contact Coinbase because they have no phone customer service or any live person to talk to.
Company Response:
State: CA
Zip: 94024
Submitted Via: Web
Date Sent: 2021-04-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-29
Issue: Other service problem
Subissue:
Consumer Complaint: A few days ago XXXX suddenly stopped working on my phone so Coinbase recommended I disable my account and go through a security check to make sure in which I complied to. At this point, I am unable to log in to my Coinbase account in which I have a lot of funds put into. For a few days, it was like that and I was getting anxious. I submitted a Help form to see if they can resolve the issue but it was just an automated robot answering my needs which were not helpful at all. I posted on XXXX, XXXX, and XXXX to try to get a hold of them but they would keep on ghosting me. Today in the afternoon, however, I received an enlightening text that I was able to access my account. Brought to my dismay, when I try to log in to the app, it says there is a connection issue and every time I try to quit the app and try again, it would be the same thing. Now, I try to access it onto my computer, which directs me to another site where I have to verify myself with a photo ID, which does not seem complicated. However, it has been trying to verify my ID for the past 10 hours when it would say it would take a maximum of five minutes. I emailed them multiple times again and took my anger to XXXX and still nothing. Their customer support does nothing and I have important funds I need access to before the end of the month!
Company Response:
State: NJ
Zip: 07920
Submitted Via: Web
Date Sent: 2021-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-28
Issue: Fraud or scam
Subissue:
Consumer Complaint: One day before their XXXX went live on the stock market Coin base logged me out of my account and claimed my credentials didnt work any. They claimed my number I file was incorrect ... untrue! So they XXXX me around a couple weeks and I did everything they asked of me ... .then they stopped communicating with me. I filed a complaint and then one with XXXX ... still totally in the dark ... I have {$500.00} worth of assets!
Company Response:
State: WI
Zip: 54914
Submitted Via: Web
Date Sent: 2021-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-28
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: On XX/XX/XXXX, my two factor authentication stopped functioning. The code on my phone authenticator would not sync with the website XXXX. I attempted to reaccess my account, could not, so I contacted Coinbase to notify them of this, and to request assistance. They notified me through Case # XXXX to : XXXX ) Go to the Coinbase login page on a desktop or mobile web browser XXXX ) Enter your email address and password ( this will prompt the self-recovery process ) XXXX ) Complete 2-factor authentication I notified them that I no longer have access to my authenticator app. Every area of the site that a customer is sent in terms of no access to 2 factor authentication, in order to resolve the issue, it asked you for your 2 Factor Authentication code. It's a loop that has no solutions. I contacted them again and requested for 2 Factor Authentication disabled from my account so I can verify my identity. No response. I went online, began researching, was led to XXXX where Coinbase has customer service - they have not responded to posts or chats. Since XX/XX/XXXX I have transferred {$6200.00} to Coinbase that I now have no access to and they have no provided me a path to access my account. Based on their reputation, and that they have no responded to my inquiries through their XXXX, I am filing this complaint. I have also filed with the state of New Mexico AG.
Company Response:
State: NM
Zip: 87112
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: 2021-04-28
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: I have an online account with Coinbase.com where I buy cryptocurrency and store it with them. XXXX allows us to change from XXXX XXXX to another so on XX/XX/XXXX I submitted 2 orders to convert XXXX dollars of MKR cryptocurrency to XXXX XXXX and XXXX dollars of AAVE cryptocurrency to XXXX XXXX. After I submitted the XXXX orders, Coinbase.com performed the conversion at NO fees, commission free. But I noticed that they only gave me XXXX dollars of XXXX from XXXX conversion and XXXX dollars from the XXXX conversion eventhough the conversion is for XXXX and XXXX dollars respectively. XXXX convert some of the money and kept the rest of the requested amount to convert. So I asked to convert XXXX dollars ( XXXX ) but they only converted ( XXXX ) dollars and stole the rest of my money which is about XXXX dollars. Where is my XXXX dollars and why they took it out of my account and why did they convert only a partial amount of my order and took the rest to themselves. Taking XXXX dollars out of my account is stealing and fraud and scam. I converted XXXX dollars of MKR and XXXX dollars of XXXX both to XXXX XXXX so that is what I should get and NOT less XXXX dollars and that is NOT fees. There are no fees for conversion and even if there is it wont be XXXX dollars XXXX gouge their fees on buying cryptocurrency and now they are stealing my money. I want my XXXX dollars back from XXXX. These transaction happened on XX/XX/XXXX.
Company Response:
State: AL
Zip: 35226
Submitted Via: Web
Date Sent: 2021-04-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-28
Issue: Fraud or scam
Subissue:
Consumer Complaint: XX/XX/21 received text from Coinbase that my password was changed ... when I checked the App I was locked out of my account. followed by emails stated that I had authorized a new device, which I didnt .. I opened Coinbase ticket : # XXXX XX/XX/21 Received email to reset password.. the system didnt let me log back in I opened Coinbase ticket # XXXX XX/XX/21 My XXXX XXXX account was compromised and XXXX was withdrawn to fund my Coinbase account which I was locked out of. I contacted my bank to block any further withdrawal from this merchant. I opened Coinbase ticket # XXXX XX/XX/21 Revived an email from my bank ( XXXX XXXX ) stating my my XXXX withdrawal by Coinbase was returned due to insufficient funds. I AM UNABLE TO CONTACT A COINBASE REPRESENTATIVE TO SPEAK TO. I CAN OPEN HELPDESK TICKET. FRUSTRATED-ANGRY- VOilated -ROBBED OF XXXX US DOLLARS . I NEED MY MONEY REFUNDED BY COINBASE. THEY DID NOTHING TO PROTECT MY PRIVACY AND MONEY.
Company Response:
State: NY
Zip: 11207
Submitted Via: Web
Date Sent: 2021-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-28
Issue: Other transaction problem
Subissue:
Consumer Complaint: On Sunday, XX/XX/2021, when I wake up around XXXX and tried to check email, I could not sign in. Then I checked my coinbase pro account to see the activity, it was also not letting me in. Then I realized my XXXX XXXX service was out, but internet was working through my home Wi-Fi. I tried to reset my XXXX account as well as coinbase pro account. I went to coinbase support and email about the incident. After several attempts, I was able to reset my password for email. Then I realize my t mobile service was back and was able to reset coinbase account. I saw all my virtual currency was stolen and left with approximately {$160.00} cash balance. But after few minutes the coinbase pro account signed out automatically and locked. I emailed coinbase support again about the account transaction. Then I immediately called XXXX XXXX customer service about the incident. XXXX XXXX representative acknowledge that my sim was swapped by an unauthorized person around XXXX in the morning and the fraud department later detect the fraud and redirect the sim back to my phone. During this couple of hours of time frame the hacker was able to get into my email, change the email password, get into my coinbase pro account, change the password, and transfer the virtual currency. Also, the hacker deposit {$1000.00} instantly from my linked bank account to buy more virtual currency and transfer that too. I found that Monday morning when I was checking my bank account. It shows as the transaction to coinbase was in process of transferring from my Bank. Since I called my bank on Sunday to stop all transaction from coinbase, they were able to reverse back that {$1000.00} transaction. I informed this issue to coinbase support too. I got a case number from coinbase, but my account is locked. Try to call coinbase customer support but can not have live person to report. Not sure how coinbase is handling the case. Need help to get my money back. Also, called t mobile several times regarding sim swap, they accept its their fault but not willing to compensate the loss. Do not know where to call or how to get help to get my money back. Please help. Thank you.
Company Response:
State: IL
Zip: 622XX
Submitted Via: Web
Date Sent: 2021-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-28
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: Coinbase wallet had over {$100.00} then was just gone. I did nothing to cause this, it was just gone. Many others are having the same problem I am having. Coinbase support only closes your access to your other Coinbase exchange accounts which locks your funds. All you get in response is automated emails telling you XXXX coinbase support can help. Problem is people are pretending to be coinbase support staff on XXXX to try and steal funds in exchange. Coinbase is keeping customers money and not letting them back in to even withdraw there funds. How do they get away with this, are there no laws to protect us from this?
Company Response:
State: TN
Zip: 370XX
Submitted Via: Web
Date Sent: 2021-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A