Date Received: 2021-04-28
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/21 my XXXX XXXX was hacked and XXXX ETH XXXX current XXXX value of {$100000.00} XXXX was transferred out of my account with no authorization on my behalf. I contacted XXXX and was not able to get a live representative. When I let them know their platform was hacked and my money was stolen they sent a very generic e-mail and then a follow up e-mail that the account was " resolved '' and " closed ''. They advertise their wallet as a " secure '' place to store money yet it was easily hacked and my life savings gone. As a result, I am in immense financial and emotional distress. XXXX has done nothing to help. Avoid this company at all cost. They settled in the past for a money laundering case.
Company Response:
State: AZ
Zip: 857XX
Submitted Via: Web
Date Sent: 2021-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-27
Issue: Other service problem
Subissue:
Consumer Complaint: On XX/XX/2021 I became locked out of my coinbase account because of a flaw in their system that was asking me for a 2 step verification that was not activated on my end but coinbase app and website was asking for the verification number that was not active on my end so Im not sure what number coinbase is expecting. On XX/XX/2021 I filed for support and was given case # XXXX. Since then I have only received generic emails after multiple attempts at contacting them via email and there links on the website. They have no phone number to call. I have over $ XXXX amenrican dollars that I am locked out of for close to a month and have not received an email from an actual person only automated responses.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-27
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I have been trying to get my money from my coinbase account for almost two years. I sent them countless amounts of tickets and they have closed every single one of them. It was only today that I received an email from them saying that they decided to close my account and that my funds needs to be withdrawn. My account is now in the process of closing but I can not withdraw my funds. When I try to do that it says this : You are currently unable to send Bitcoin. Please contact support. I sent in another ticket about that message and not being able to withdraw my money from my account. They have never even replied to ANY of my support tickets so I don't know how I'm going to contact support over this withdrawing issue.
Company Response:
State: PA
Zip: 187XX
Submitted Via: Web
Date Sent: 2021-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-27
Issue: Fraud or scam
Subissue:
Consumer Complaint: My Coinbase account was compromised on XX/XX/2021via a SIM Swap and stolen email. My email account was stolen and 2fa was changed so I can never get the email associated with my account back. I tried to report the SIM swap to Coinbase via phone and by creating a support ticket but responses were apparently routed to the stolen email account. I have created tickets with my current email account that was not stolen and have received responses that a specialist would contact me in 4-5 days. It has been 2 1/2 months and I have received nothing but form email responses. I have tried opening multiple tickets and they get consolidated back into a single ticket with a promise of a response in 4-5 days. I need to get my account back so i can file taxes and see what the thief stole. In addition, I have funds on other exchanges that are frozen waiting for verification of transfers from Coinbase to confirm my identification that I can only get if I'm logged into my account. The current support ticket is Case # XXXX - Stolen email
Company Response:
State: CO
Zip: 80401
Submitted Via: Web
Date Sent: 2021-04-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-26
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I did a wire transfer to coinbase on XX/XX/XXXX and my account has not been credited yet. I submitted a ticket through coinbase on XX/XX/XXXX but I have not heard anything back. The case # is XXXX. I have contacted them multiple times and I am getting nowhere. Any help would be appreciated.
Company Response:
State: VA
Zip: 23139
Submitted Via: Web
Date Sent: 2021-04-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-26
Issue: Other service problem
Subissue:
Consumer Complaint: Hi, I have a coinbase account that I've been actively checking on my mobile device for over a year and it has 2 factor authentication setup. I was automatically logged out of my device on XX/XX/2021 that displayed the login screen. I reset the password only to receive an auto generated email that says my device is not recognized as authorized. I wasn't sure what that meant or what I need to do next but responded to that email and have been submitting requests since then to no avail. I got a general response to most every email except one that asked me to confirm a series of questions that I answered saying yes I'm using the same phone, same number, same email, have forgotten the password and need to reset and that I was really concerned why it logged me out and why I can't reset. Mobile app allows the use a pin code for quick access and so I was using that and never could have thought it would not let me reset the password. After 30+ attempts of password reset from multiple browsers and devices and password combination, submitted multiple tickets as I wasn't hearing anything but the auto generated email saying 4-5 days before someone will reach me to conduct a security review and if I've a webcam and what not, tried reaching them on XXXX coinbase support and coinbase and have not gotten any response to resolve. I'd have never thought I couldn't reset my own password especially when I setup the 2FA. I'm really unsure as to what else I need to do so I'm coming to this as a past resort to get your help. Please let me know how I can get them to help me reauthorize my device to reset my password. Warmest Regards, XXXX
Company Response:
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-25
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: On Thursday, XX/XX/XXXX I discovered that my email account had been compromised. I immediately logged into Coinbase on my iphone. All the Bitcoin I owned was still there, and nothing was out of the ordinary. I followed their specific customer service instructions. Coinbase has specific instructions on their site in case your email has been hacked. Their specific instructions are to call their 800 customer service number, and lock the account immediately. I went ahead and called the number. An automated response picked up and said my account was now locked. This seems accurate as Im no longer able to access my account. I received no case number or follow up instructions after having my account locked. There was also an online form to submit asking for the specific reason I was concerned about my account. I specifically stated the reason Im locking my account is that my primary email on file had been compromised. I stated in the form that they should not try to communicate with me through the email on file because it has been hacked. The online form also specifically asked whether I still had access to my phone. I answered Yes. I figured I would receive some type of communication from Coinbase by text or call to prove my identity and begin the account recovery process. Coinbase stated on their site that due to high volume they would contact me within 15 days. Over 15 days have now passed. Not only have I not been contacted by Coinbase, I have not even received any case number to follow-up. Im hopeful Coinbase wouldnt be so negligent as to have sent my case # to the compromised email, but Im concerned this is the case. I tried to follow-up but a case number is required. In trying to follow up, their site says they will only communicate by email. The entire reason I locked this account was because the email on file has been hacked. A compromised email must be a common reason people contact Coinbase to protect their account. Not only is their no human customer service at Coinbase, they may be communicating with the person who hacked my email to restore my account. I notified Coinbase as quickly and professionally as possible that my email had been hacked. My level of concern over the past 15 days has grown due to the way Coinbase specifically instructed me to handle this issue. Either this company has been negligent in sending my case number to a hacked email, or negligent in not even sending me a case # after locking my account. I own about XXXX Bitcoin on Coinbase. It was all there when I filed the complaint over 15 days ago. Ive lost about XXXX dollars by being unable to access or sell any of this Bitcoin over the past 15 days. Following Coinbase specific customer service instructions cost me money, and seems to have put the funds in my account at greater risk of being stolen by this email hacker. I hope its still there. Im concerned and frustrated that a publicly traded company is allowed to behave in this manner. Thank you in advance for your attention to this matter.
Company Response:
State: IL
Zip: 600XX
Submitted Via: Web
Date Sent: 2021-04-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-25
Issue: Other service problem
Subissue:
Consumer Complaint: I asked Coinbase by email on XX/XX/2021, with whom I had attempted to setup an account on XX/XX/2021, that, " At this point I wish to close my coinbase account ( if it was ever considered open ) and ask that coinbase delete all my personal information it has, including but not limited to all information I provided to coinbase to establish my account. Can you please complete that for me? '' As of XX/XX/2021 Coinbase has still not replied to my request.
Company Response:
State: CA
Zip: 94070
Submitted Via: Web
Date Sent: 2021-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-24
Issue: Fraud or scam
Subissue:
Consumer Complaint: here was a XXXX video saying free XXXX if you send it to an certain wallet address : XXXX : XXXX Contribution Address : XXXX Destination tag : XXXX Specification PAYMENT Tx hash : XXXX Date : XXXX XXXX, 2021, XXXX XXXX XXXX XXXX : Coinbase ( 10 ) https : //www.coinbase.com/dashboard Destination : XXXX XXXX : XXXX Amount : XXXX XRP ( XXXX XXXX XXXX I sent the XXXX not knowing it was a scam. I have the whole transaction and my wallet address if needed and screenshots of the website. Which of the following were used in this incident? ( Check all that apply. )
Company Response:
State: CO
Zip: 80920
Submitted Via: Web
Date Sent: 2021-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-23
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I have a Coinbase account that took {$1000.00} out of my bank account on XX/XX/2021 unauthorized I contacted them about this on the XXXX and they froze my account which I have no access to with a considerable amount of money. They are making no effort to resolve this I was given 2 case numbers the last oneXXXX Im more concerned about getting my account back than the {$1000.00} that was taken. This seems to be a common problem with this company.
Company Response:
State: NY
Zip: 14127
Submitted Via: Web
Date Sent: 2021-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A