Date Received: 2021-04-03
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: my problem happened XX/XX/21. XXXX Coinbase Case # XXXX ) I made 4 conversion trades that all went through smoothly. Later that day I looked at my bank account and see 4 separate {$100.00} charges from coinbase that correspond to the 4 conversion trades I made. Mind you, conversion trades between coins charge no fees. So I contacted Coinbase support, explain the situation and get an automated response that a ticket will be opened and they will look into it and get back to me. Later that evening as I'm trading away my account is locked!? I check my email and sure enough I got a reply from Coinbase support! They tell me they are " locking my account while they investigate, but my funds are safe! '' So they have my {$6000.00} dollars in a volatile market which I do mostly swing trades and lock it. How does that make my funds safe exactly? My account is secure and has not been hacked. Coinbase simply charged me {$100.00} for each of my small swing trades! Today ( XX/XX/21 ) I get an email saying " my case is closed '' NO other information, no resolution and my account is still locked and have no idea where any of my money is now! They now don't respond to emails and if I try and open a new ticket they just merge it with the now " case closed '' ticket. I have never in my life had such poor experience with any company. especially one that is supposed to be # 1 and going public on the XXXX!
Company Response:
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2021-04-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-02
Issue: Other transaction problem
Subissue:
Consumer Complaint: I have had coinbase account now for a couple years and one day all of the sudden my account was " under review ''. This was back on XX/XX/21 and they said it would take a few days. I then got an email on XX/XX/21 saying my issue was resolved, but it clearly has not since i can not get back into my account. I have reached out a couple more times and have not heard back from them. I would simply just like to get back into my account so I can pull out my funds.
Company Response:
State: OH
Zip: 44240
Submitted Via: Web
Date Sent: 2021-04-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-02
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: My phone was stolen on XX/XX/XXXX so I had them disable my account on Coinbase to prevent any transactions. The email said to respond once you've recovered your device so they can reactivate my account. I've messaged them every single day since and haven't gotten a single response and I also have filed a complaint to them. I then reached out to their social media pages and their XXXX customer support team finally responded. The person was no help and completely ignoring what I was trying to tell them and after maybe a 10 minute conversation, they said " I'll forward your information to someone else '' without even knowing any of my information at the time. I asked to speak to the persons XXXX multiple times because they were just giving up trying to help and said " I need to help other people ''. After this conversation my account was still disabled, but I also had a coinbase wallet that was working perfectly fine and all the money was still on there because it uses a private key and I didn't have to worry about whoever stole my phone being able to take that money. This interaction happened on XX/XX/XXXX and when I went to check my wallet today XXXX XX/XX/XXXX ), all of my money on that account had been sent somewhere else. I checked the time it was sent and it was shortly after I had the conversation with their XXXX Customer Support. I went back to the XXXX messages once I found out and sent them a message and never got a response back. I then tried to send another message this afternoon and it turns out they blocked me. So now I have a disabled Coinbase Account that I can't get in, the money on my Coinbase Wallet account has been sent somewhere else, can't get in contact with anyone through any outlet, and have now been blocked by the XXXX page. This company is robbing me and I can't do anything about it.
Company Response:
State: MI
Zip: 48823
Submitted Via: Web
Date Sent: 2021-04-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-01
Issue: Other transaction problem
Subissue:
Consumer Complaint: On Monday XX/XX/2021, A hacker broke into my coinbase.com account ( after changing the password ) and three minutes later transferred 99 % of my crypto balance of XXXX CVC coins ( worth around {$3500.00} today ) out to their own crypto wallet illegally. I would like Coinbase to restore the XXXX CVC into my account on the following bases : 1. Failed to protect a consumer from illegal password change ( from unknown location ). 2. Failed to protect a consumer by disallowing transfers out within 24 hours of a password change ( no other serious financial application or entity allows transfers out within 24 hours of a password change ). 3. Failed to detect illegal and unauthorized transactions based on various red flags ( new IP, changed password, wiping the account empty within minutes of changing password, connection over a VPN ) etc. 4. No crypto exchange should be allowed to operate with such loose or non-existent consumer safety and security policies. Coinbase should be penalized for jeopardizing and exposing their consumers in a massive way. I would like CFPB to investigate how a major crypto exchange is exposing consumers to major fraud by failing to implement simple policies like disallowing transfers out ( especially to other crypto wallets ) immediately after changing a password from a new location from customer 's regular IP address.
Company Response:
State: MD
Zip: 20879
Submitted Via: Web
Date Sent: 2021-04-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-01
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I have been having issues with Coinbase for over 9 months that my money was stuck with them, at first I couldnt login into my account which took way too long, after about 7 months I was allowed to long in into my account which i was happy that finally I can get my money out. I try to withdraw all my money out into another wallet address which I was told they wouldn't allow be to withdraw my money via Cryptocurrency except I add a bank account. It took them several days after I was able to login before they can respond back to me. Now I tried adding another bank account to get my money immediately which i transferred part of my money to the new bank, Now i am trying to add another bank account or my XXXX account to Coinbase which i realized again they locked me out from adding any form of payment. I am tired with the way coinbase operate I need to get my money out and be done with that company. I really need help.
Company Response:
State: FL
Zip: 32082
Submitted Via: Web
Date Sent: 2021-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-01
Issue: Other service problem
Subissue:
Consumer Complaint: My account has been disabled since XX/XX/XXXX, due to the fact that my account login was canceled, since then I have not been able to count on a XXXX support service, my emails do not respond and I have my fonts trapped in the account. My case number # XXXX
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-31
Issue: Fraud or scam
Subissue:
Consumer Complaint: I have used this company with the legal name coinbase pro. I have transferred money from my bank account to my digital wallet in coinbase pro to use for trading currencies on their platform. Now I cant widraw my money from the digital wallet stored in coinbase pro. My account have been disabled with no explanation and my funds have also been blocked. I have send several emails in attempt to have my money back or transferred back to my account but no response. I have XXXX in US dollars in my coinbase pro digital wallets that I cant widraw because they disabled my account.
Company Response:
State: NY
Zip: 10460
Submitted Via: Web
Date Sent: 2021-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-31
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: On Monday XX/XX/21 I accidentally locked my Coinbase account rather than my Coinbase wallet which is entirely separate. This also resulted in me being locked out of my Coinbase Pro account. I followed the steps they presented which involved photos of my valid Drivers License and a selfie. I was then sent an email with a link about when I may be able to access my funds. That day was originally listed as XX/XX/XXXX though on subsequent checks on the link the date started moving further into the future. After numerous attempts to reach Coinbase support which is essentially unreachable by email and rarely responds in their social media channels I was directed to get a case number. Within a few minutes of my first response from Coinbase I received an email saying my verification had failed. They refuse to acknowledge anyone without a case number so I then filed a complaint in regards to the lack of customer service, the shifting dates on expected recovery and finally the failed recovery. I then received an a form email which instructed me to do the very steps I had just done to regain access. I replied that those were the steps I had taken and the basis of the whole complaint. I received an email that simply stated they would look into it with no commitment or apparent urgency to release my property. Their customer service social media channels are filled with many in my situation. I wish I had seen those before trusting them with my money. They seem to acknowledge that they are unable to adequately tend to their customers with a constant notice on their support site that they are poorly equipped to handle complaints. Ultimately the assets they are holding belong to me and and I have submitted plenty of documentation to prove I am the person that owns the account.
Company Response:
State: SC
Zip: 29403
Submitted Via: Web
Date Sent: 2021-03-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-31
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I deposited XXXX. XXXX owned to XXXX XXXX I deposited XXXX FIL coin owned to cXXXX XXXX And some other coins I already owned like {$300.00} worth. All in all about {$2500.00} worth of coins Anyways I made two purchases for {$350.00} each on crypto on XXXX XXXX. My bank rejected the transaction so XXXX XXXX disabled the trades and withdraws on not just what I bought but ON THE ENTIRE ACCOUNT HOLDING MY MONEY XXXX. This is a OUTRAGE .... anyways i resolve the bank problem and a few days later. And XXXX XXXX is now paid. But now they still have my account disabled I canr withdraw my crypto they refuse to respond to a email they just keep emailing saying they are " sending my email to a specialists which according to users online who have issues with XXXX this is there way of saying XXXX you were never fixing the issue.
Company Response:
State: FL
Zip: 32128
Submitted Via: Web
Date Sent: 2021-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-31
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: This issue is regarding my attempt to transfer Bitcoin from my wallet on XXXX ( digital asset exchange ) to my private hardware wallet. On XX/XX/XXXX, I withdrew XXXX BTC ( equivalent to {$6100.00} as that day 's market price ) from my XXXX wallet to my private wallet. This transaction was successful. However, XXXX incorrectly double posted this withdrawal leading to a negative XXXX BTC balance in my account. I also had other currencies that I needed to transfer to my private wallet ( ETH and LTC ). I was unable to make those transactions because XXXX restricts withdrawals when you have an overall negative account balance. In order to get the other currencies withdrawn, I sent XXXX BTC in from my private wallet on XX/XX/XXXX. I subsequently withdrew the ETH and LTC amounts I needed to. XXXX never corrected the erroneous double post. I submitted a support ticket to XXXX on XX/XX/XXXX, in which I describe the above in full. They asked for more details and eventually admitted it was an error in their system on XX/XX/XXXX after reviewing : " Thank you for contacting us about this. We have confirmed this to be an issue with our system and are working to resolve it as soon as possible. Your case has been recorded for review by an expert. Thank you for your patience in the meantime we will be in touch again as soon as we have an update. '' No response from XXXX for weeks so I asked them why it wasn't resolved on XX/XX/XXXX. To which, they replied : " Thank you for contacting XXXX. In an effort to respond more rapidly to support requests, direct emails to this address are no longer enabled. To get a response from our support team, please visit the following page and complete the request form : XXXX XXXX XXXX Please use the email address that you use to log in to XXXX, select the appropriate category, and include as much detail as possible when submitting your request. Thanks in advance for your patience and support. '' No resolution still. I submitted another ticket to follow up on XX/XX/XXXX ( Case # XXXX ), but there has been no response. I have elevated this case number today ( XX/XX/XXXX ) and notified XXXX I am formally submitting a complaint to the CFPB. Today, the XXXX BTC is worth approximately {$22000.00} USD.
Company Response:
State: CA
Zip: 94402
Submitted Via: Web
Date Sent: 2021-03-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A