Date Received: 2021-04-20
Issue: Fraud or scam
Subissue:
Consumer Complaint: I noticed a fraudulent bank account under my name and it shows deposits made from coinbase inc on XXXX which I was not made aware of till XXXX. At that time I did not have a coinbase account. I did open one on XXXX but I do not have full access to it as of yet because of another account possibly open under my name which is fraud. There is no way to file my complaint or gain access to any info with coinbase inc. I am here now to get answers.
Company Response:
State: FL
Zip: 32824
Submitted Via: Web
Date Sent: 2021-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-20
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: On XX/XX/21 I submitted a request to deposit {$20000.00} from my bank account into my Coinbase Pro account. On XX/XX/21 the {$20000.00} cleared my bank account, but the funds in my Coinbase account remain in " Pending '' status as of XX/XX/21 and I do not have access to these funds. I have reached out to Coinbase multiple times showing my bank statement withdraw of {$20000.00} and my " Pending '' {$20000.00} in Coinbase Pro account and they refuse to acknowledge the issue and have since stopped communicating with me. Please help.
Company Response:
State: GA
Zip: 30809
Submitted Via: Web
Date Sent: 2021-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-20
Issue: Fraud or scam
Subissue:
Consumer Complaint: I had XXXX XRP ( ripple ) coin mysteriously disappear from my Coinbase wallet on XX/XX/21 the app updated through the night and now I have XXXX XRP coin and no receipt of the destination is was moved to.
Company Response:
State: CA
Zip: 92805
Submitted Via: Web
Date Sent: 2021-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-19
Issue: Fraud or scam
Subissue:
Consumer Complaint: My name is XXXX XXXX. My open cases with Coinbase are # XXXX and # XXXX ( The latter is the newest one since I hadn't heard from Coinbase in over a week ) The only compliment I can give Coinbase is the phone number that you can call that immediately locks your account which hopefully helped in my situation, otherwise, their support has been non existent. Nothing but automated emails and then when you finally think you're getting somewhere, you don't hear from them until you open another ticket ( In my case, XX/XX/XXXX is when they claimed they would contact me in 4-5 business days- nothing. That was the 2nd time I received a 4-5 business day promise of contact, and a 3rd as of this morning XX/XX/XXXX. I again messaged them via their customer support contact page and received more automated emails today. This is a useless, endless cycle with no results. This all began XX/XX/2021, when my Coinbase account was hacked, and password was changed. I recieved a text alerting me of the change and I locked my account. I know that whoever was tampering with my Coinbase account also attempted to disable my XXXX authenticator which makes me believe they never got in. My account was already locked when that message came from Coinbase, but of course I prompted Coinbase to keep it locked until I secure my email. XX/XX/XXXX, I bought new phone with different sim card, revamped my email with a 2 step verification, changed passsord for email, Coinbase and all other accounts needed. I signed out of all devices that were using my email. I invested in XXXX XXXX and have it running on all devices. SInce that day, my accounts have been secure. I have received several emails from Coinbase, saying that my case was resolved but tried logging back in and it was still saying account XXXX. Of course I contacted Coinbase, and another automated case was opened with no human contact to me. A whole week went by again. Their customer support is so absent, it should be considered criminal. It's going on 3 weeks and I have no idea if the hackers actually got into my account. I do not know if I still have the significant amount that was invested with Coinbase, or if it has been stolen. I have absolutely no one to verify my balance or any other aspect of my account. Through my desperate search for assistance and answers, I was encouraged to contact the Consumer Financial Protection Bureau. I am hoping I can get some answers with your help. I know that many other investers are suffering from this same lack of access to their own account and no one at the company to speak to at all. For all we know, Coinbase themselves are scheming investors out of their own coin. I would like access to my account so I can put it in a secured wallet that is insured and definitely out of Coinbase so this never happens again. Thank you for all your help in advance! I will answer any questions and provide as much detail as possible so that maybe I can recover and others won't have to be subjected to this like me. Best regards, XXXX XXXX
Company Response:
State: FL
Zip: 33418
Submitted Via: Web
Date Sent: 2021-04-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-19
Issue: Fraud or scam
Subissue:
Consumer Complaint: This is a cybercrime involving stolen identity and financial theft - amount not fully determined yet because we can not get a response from Coinbase about whether my funds were stolen. Coinbase has been the most unresponsive of all my crypto account custodian companies. Details/chronological summary 1. XXXX SIM card theft- on XX/XX/2021, about XXXX, XXXX assisted a hacker to take control of my SIM card and disable my phone. The hacker then proceeded to make password changes on my email and several of my crypto currency accounts. The hacker then used Coinbase to request withdrawals of {$150000.00} from a linked bank account at XXXX XXXX. I attempted to use my phone but was frozen out because of the sim swap. I borrowed my parent 's phone and contacted XXXX to get back control of phone. We suspect possible inside job at XXXX since I was later told that their internal notes said it was unauthorized user who called in the change of my SIM card. We have tried numerous times, but have been completely unsuccessful trying to get hold of XXXX 's fraud department and they have not pursued any investigation to my knowledge. 2. Coinbase- I have tried everything to follow up and resolve the issue with Coinbase . I have attempted to do everything they said in their robot responses to no avail. After almost a full month of filing support tickets and requests to find out whether the funds in my account have been stolen, I still have not received a response. Coinbase support tickets continuosly say they have blocked the account, without telling me if there are any funds remaining. Also Coinbase is continuing to allow the hacker to try to draw funds from my linked XXXX XXXX XXXX accounts- three attempts in four weeks for {$50000.00} each. I have no clarity from Coinbase that my {$35000.00} of investment in cryptos is still there, nor do I have any reason to believe the account is secured or frozen. 3. XXXX XXXX- I notified XXXX XXXX to have freeze my accounts there. 4. On XX/XX/XXXX, I called in a police report immediately after the attack but have not been able to get a copy of the police report online. 5. FBI- On XX/XX/2021, I submitted a fraud claim to the FBI cyber crime unit.
Company Response:
State: MD
Zip: 208XX
Submitted Via: Web
Date Sent: 2021-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-19
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: On XX/XX/XXXX, Coinbase locked my account without any reason or notice. I have been contacting them daily regarding unlocking it and have not received any correspondence beyond " Thanks for reaching out. Having investigated the issue, we are working with a specialist to address it properly. We will follow-up with you as soon as we have an update. '' I have not been able to log into my account, sell/trade, or perform any actions. I have tried contacting on XXXX and XXXX and have only found more people complaining of the same issues. Some of this people ( especially in the XXXX group Coinbase ) are saying they have been locked out of their account for months without reason.
Company Response:
State: MO
Zip: 63026
Submitted Via: Web
Date Sent: 2021-04-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-19
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Back in XXXX I traveled to XXXX and once there i tried to open my Coinbase phone application to check my balance and see how my XXXX investment was doing. I follow the steps and at the end i couldn't open it. Once i came back to XXXX XXXX, Ca i tried to recover access to my phone application/my account and it displays a message saying that i tried to use the application in an unauthorized country. I email Coinbase and i provided all the documentation they asked for to verify my identity ( My driver license and a bill with my current address ) proving that i lived in USA Customer Service replied to me that i will be contact once a specialist review my case and as of today XX/XX/2021 I have not hear from them. I have tried to contact tweeting them and no answer. Since i emailed Coinbase multiple times i have two cases number. Thank you
Company Response:
State: CA
Zip: 90706
Submitted Via: Web
Date Sent: 2021-04-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-19
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: On XX/XX/2021 my entire Coinbase account was hacked of approximately XXXX USD. On that day I saw that thieves transferred my entire coin wallet into their wallet and stole my entire contents. I contacted Coinbase immediately after seeing my account drained.Supposedly there was supposed to be a 2 step process to initiate the process BUT this did not occur because they never asked me for the 2-step code. Coinbase responded by telling me to close my account.They assured me by email that I would have 72 hours to have the funds reversed. They then locked ME OUT so I could not reverse this transfer. I have taken screenshots of proof. I have reported this event to the police department as a case of grand larceny as well as my insurance company. I have called and emailed Coinbase incessantly since the occurrence and they have not responded. Because they sent me an email that funds had 72 hours to reverse and I alerted them within hours I feel that Coinbase breached my contract
Company Response:
State: NY
Zip: 10028
Submitted Via: Web
Date Sent: 2021-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-18
Issue: Other transaction problem
Subissue:
Consumer Complaint: Someone accessed my Coinbase account on Friday XX/XX/2021. He/she deposit XXXX to coinbase from my bank without my authorization. Following sells all my cryptocoins, and withdrawal {$8500.00} to third party account of XXXX XXXX XXXX with 4 last digit XXXX. Tried to contact Coinbase customer service by email/phone to prevent the withdrawal which will happen on Wednesday XX/XX/2021. Only get automatic respond.
Company Response:
State: TX
Zip: 77063
Submitted Via: Web
Date Sent: 2021-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-18
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XXXX XXXX I sent my money to my own email address, I was trying to read their support page about sending money to own eamil address and it clearly state they will automatically refund within 30 days, I also emailed Coinbase straightaway and they reply and say the same as in the support page to wait for 30days ang they will refund me back, 6 weeks past still i need not receive the money i emailed them back again and they said to wait again for another 15 days, this is getting rediculous anymore! The amount was XXXX.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A