Date Received: 2021-03-31
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I have reported Coinbase to the FBI Cyber-crimes OMB CONTROL unit under their consumer fraud division. Also filed case with NYSDFS, Filed report with the Federal Trade Commission and The Attorney General of Virginia. Demanding that this matter be handed over to their legal department. I have never even tried to use these funds to buy crypto. This all began Thu, XX/XX/2020 and still without a simple call or answer where my {$32000.00} are. I want these funds transferred back to my bank and the account close.
Company Response:
State: VA
Zip: 241XX
Submitted Via: Web
Date Sent: 2021-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-30
Issue: Other service problem
Subissue:
Consumer Complaint: XXXX # XXXX On XX/XX/XXXX I tried to transfer my holding in XXXX XXXX to my hardware wallet. XX/XX/XXXX initiated official complaint XXXX # XXXX. XXXX closed my case in XX/XX/XXXX. Posted to XXXX XX/XX/XXXX, XXXX responded XX/XX/XXXX still no resolution. Need to transfer XXXX from XXXX to my hardware wallet. Address is whitelisted and I can transfer from Coinbase Pro to hardware wallet but CAN NOT transfer from Coinbase wallet. I have provided screen shots and do not know how to make it more clear for them to resolve. XXXX months is more than reasonable amount of time to resolve this issue. Can not speak to anyone just email back and forth with a bot or other unintelligent support mechanisms.
Company Response:
State: AR
Zip: 72113
Submitted Via: Web
Date Sent: 2021-03-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-30
Issue: Other service problem
Subissue:
Consumer Complaint: My problem is with coinbase. Case # XXXX - Lost phone. I lost my phone in a taxi and promptly reported it lost with coinbase on XX/XX/2021. Per their policy it would take 10 business days for them to verify my new phone and unlock my account. I followed all steps as detailed on their website to restore access. They never contacted me. I have wrote customer service and the only response I received was them asking me to wait. I sent my last email to their customer service department on XX/XX/2021 asking them to address the problem. As of XX/XX/2021 I have not received a response.
Company Response:
State: FL
Zip: 32803
Submitted Via: Web
Date Sent: 2021-03-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-30
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: Correspondent Name : Mr. XXXX XXXX Create Date : XXXX XXXX Origin : Web File # : XXXX : XXXX : :XXXX Description : XXXX XXXX is my name on the account. I invested several XXXX dollars to Coinbase and everthing was going fine I had earned up to around {$5500.00} total in my account when unauthorized transactions and until they started taking money out of my account without my permission which I will list below along with the emails. You will see a total of 7 withdrawls which were all unauthorized. Once I complained about them and asked for help they locked my account I could not access it. They were responding to me as well via email then the responses just stopped. I asked for my money back at that point and they have been radio silent since. I have sent several emails which I copied below all the way back from XX/XX/XXXX to both help@coinbase.com and support@coinbase.com XX/XX/XXXX - {$200.00} - {$100.00} - {$200.00} - {$600.00} XX/XX/XXXX - {$100.00} - {$100.00} - {$100.00} Coinbase Support Mon, XX/XX/XXXX, XXXX XXXX to me Hello XXXX, Thank you for contacting Coinbase and providing us with information regarding your issue. We appreciate your patience while we work through a high volume of support tickets. Before we can restore access to your account, we need you to confirm that you have taken the following security precautions : 1 ) Scan your devices with anti-virus software and ensure that your devices operating systems are up to date. 2 ) Reset your emails password to something that is long, random, and unique to your email account. You should also enable 2-step verification if you have not already done so. Additionally, please check for any unfamiliar rules, filters, forwarding addresses, or recovery emails. 3 ) Reset the password to your Coinbase account here : https : //www.coinbase.com/password_resets/new. Please be sure to create a password that is long, random, and unique to your Coinbase account. Do not reuse the same password across multiple online accounts. ( Please note : password resets can be completed regardless of the account being disabled. This step does not unlock the account automatically. ) 4 ) Contact your mobile service provider to inquire about security measures you can enable on your mobile account to prevent unauthorized changes such as a SIM swap or phone port. For additional guidance on securing your online accounts, please reference this help center article : https : //help.coinbase.com/en/coinbase/privacy-and-security/data-privacy/how-can-i-make-my-account-more-secure.html We will keep your account disabled until you are certain your mobile number, devices, and online accounts are secure. Please reply back to this email when you are ready to restore access to your account. If you no longer have access to your mobile device or original phone number, please let us know so that we can assist you with additional steps for account recovery. Please note that all digital currency transactions are irreversible. Coinbase has no way of reversing transactions confirmed on the blockchain network from your Coinbase account. If you have any additional questions, please include them in your reply. Thank you for your cooperation and understanding. Kind regards, Coinbase Support XXXX XXXX Mon, XX/XX/XXXX, XXXX XXXX to Coinbase I guess the main question and The problem is is it normal for you guys to withdraw money when the market goes down? -- - XXXX XXXX " The superior man is modest in his speech, but exceeds in his actions. '' -Confucius A man can fail many times, but he isn't a failure until he gives up. Coinbase Support Mon, XX/XX/XXXX, XXXX XXXX Hello XXXX, Thank you for contacting Coinbase and providing us with information regarding your issue. We appreciate your patience while we work through a high XXXX XXXX Mon, XX/XX/XXXX at XXXX XXXX Subject : [ Reply ] Case # XXXX - Unauthorized withdrawals around XXXX worth To : XXXX Hello XXXX, Thank you for contacting Coinbase and providing us with information regarding your issue. We appreciate your patience while we work through a high volume of support tickets. Before we can restore access to your account, we need you to confirm that you have taken the following security precautions : 1 ) Scan your devices with anti-virus software and ensure that your devices operating systems are up to date. 2 ) Reset your emails password to something that is long, random, and unique to your email account. You should also enable 2-step verification if you have not already done so. Additionally, please check for any unfamiliar rules, filters, forwarding addresses, or recovery emails. 3 ) Reset the password to your Coinbase account here : https : //www.coinbase.com/password_resets/new. Please be sure to create a password that is long, random, and unique to your Coinbase account. Do not reuse the same password across multiple online accounts. ( Please note : password resets can be completed regardless of the account being disabled. This step does not unlock the account automatically. ) 4 ) Contact your mobile service provider to inquire about security measures you can enable on your mobile account to prevent unauthorized changes such as a SIM swap or phone port. For additional guidance on securing your online accounts, please reference this help center article : https : //help.coinbase.com/en/coinbase/privacy-and-security/data-privacy/how-can-i-make-my-account-more-secure.html We will keep your account disabled until you are certain your mobile number, devices, and online accounts are secure. Please reply back to this email when you are ready to restore access to your account. If you no longer have access to your mobile device or original phone number, please let us know so that we can assist you with additional steps for account recovery. Please note that all digital currency transactions are irreversible. Coinbase has no way of reversing transactions confirmed on the blockchain network from your Coinbase account. If you have any additional questions, please include them in your reply. Thank you for your cooperation and understanding. XXXX XXXX Mon, XX/XX/XXXX, XXXX XXXX to Coinbase, support@coinbase.com My prior account was compromised I have a new account now with new numbers. Im just sitting here not able to invest. Can somebody please help me get my account updated with my new banking account information so I can get my coin base turned back on because right now it says my account is Disabled? Coinbase Support Thu, XX/XX/XXXX, XXXX XXXX to me Hello, We need additional information from you before we can resolve this case. If you still require support with this inquiry, please reply to our original email with the needed information. If you are unable to locate our emails in your inbox, please check your spam and trash folders as some email providers automatically filter our automated messages as spam. If you no longer require support, please let us know and we'll close the case. We'll send a follow-up email every five days to check if you still need support with this inquiry. Thanks, Coinbase Support XXXX XXXX Fri, XX/XX/XXXX, XXXX XXXX to Coinbase Hello we were getting Unauthorized withdraws from our banking account that is linked to coin base about a week ago so we decided to have our bank make A new account so I think were good all I need to do is link my new account to coin base please let me know the next steps? Thx -- - XXXX XXXX " The superior man is modest in his speech, but exceeds in his actions. '' -Confucius A man can fail many times, but he isn't a failure until he gives up. Coinbase Support Fri, XX/XX/XXXX, XXXX XXXX to me Hi XXXX, 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. Thank you for your patience. Kind regards, Coinbase Support XXXX XXXX Fri, XX/XX/XXXX, XXXX XXXX to Coinbase Thank you I appreciate your response. I do want to know and make sure and ask why these unauthorized withdraws happened and what are you guys going to do to make sure it doesnt happen again? I was just getting ready to put almost double in my account and now somewhat hesitant to invest much more. Thank you for your attention to this matter XXXX XXXX Sun, XX/XX/XXXX, XXXX XXXX to Coinbase Can I log back in also I have a new account number how do I add it? Coinbase Support Tue, XX/XX/XXXX, XXXX AM to me Hello XXXX, We received your inquiry, and because you've previously written in about this same issue, we're consolidating your cases into this email thread. We've passed all new information on to an account specialist who is reviewing your case they'll reach out to you here ( review generally takes 4-5 business days ). All future questions about this issue should be directed to this email thread so that our account specialist can better support you. Thanks, XXXX XXXX Tue, XX/XX/XXXX, XXXX AM to Coinbase Awesome thank you for the update XXXX XXXX Mon, XX/XX/XXXX, XXXX XXXX ( 9 days ago ) to Coinbase Hello any update on this please? Around XXXX just sitting there is nothing I really want to do moving forward please either just give me my money and I will not invest into Coinbase or open up my new account with what I have in there so I can continue please. Please provide an update as it has been 6 days now Thank you XXXX XXXX Mon, XX/XX/XXXX, XXXX XXXX ( 9 days ago ) to Coinbase Please close my account and give back my money ASAP or you will be hearing from my business attorney very soon! XXXX XXXX Fri, XX/XX/XXXX, XXXX XXXX ( 5 days ago ) to Coinbase Hello? How can I access my account? XXXX XXXX Sun, XX/XX/XXXX, XXXX XXXX ( 3 days ago ) to Coinbase Filing a case with SEC tomorrow BBB and many others if I dont here back from you by EOD tomorrow ref : XXXX, XXXX : ref
Company Response:
State: OH
Zip: 430XX
Submitted Via: Web
Date Sent: 2021-03-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-30
Issue: Money was not available when promised
Subissue:
Consumer Complaint: The company is coinbase pro that serves as a wallet and portal for cyrptocurrency. Without notice, Coinbase upgraded it's security protocol that required two factor authentication using a cell phone number. When myself and many others tried logging in, we were unable to access our funds because we had not setup cell phone numbers within our accounts. I have sent numerous correspondences with my Govt. ID and other verification documents but they won't respond ( beyond automated responses ).
Company Response:
State: NY
Zip: 11211
Submitted Via: Web
Date Sent: 2021-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-29
Issue: Fraud or scam
Subissue:
Consumer Complaint: I invested XXXX and had profits in there late XX/XX/2021. I went in to change my password and on XXXX I was locked out of my account and you Have NO ONE you can REACH or call and TALK to at the company! So frustrating. On XXXX I finally get an email I can back in and all the money is gone except XXXX!! There is a potential Class action law suit someone started from XXXX with many saying the same thing they are locked out and money is gone! Feel free to go to XXXX and Type in Coinbase Class Action law suit. Lots of allegations on this company. All I know I want my money back and profits and an explanation!
Company Response:
State: FL
Zip: 33437
Submitted Via: Web
Date Sent: 2021-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-29
Issue: Other service problem
Subissue:
Consumer Complaint: Since at least the XXXX of XX/XX/2021, my Coinbase account has been restricted with no explanation on why ( I have funds in my account and I can't sell or buy on coinbase ). I've emailed them in XXXX because I was unable to sell my crypto but was allowed to buy and they never responded to me. On the pop-up telling me my account was restricted, it told me to go the support page and file a complain, however on their support page there is no option for " restricted account '' or anything alike and you must file a report through their website to potentially get a response. I've direct messaged @ CoinbaseSupport on XXXX 11 times and publicly tweeted at them asking for a response but to no avail. I decided to search online for information about what to do if your Coinbase account is restricted, instead of finding answers I found many posts of people saying they were restricted too and Coinbase support were giving no help.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-29
Issue: Other service problem
Subissue:
Consumer Complaint: I have been trying to get access to my Coinbase account since XXXX. I have created a Case # XXXX on XXXX XXXX to resolve this issue but I have not received any action or timeline on when I will have access to my account. Coinbase has no human customer support whatsoever, and will not resolve support requests.
Company Response:
State: CT
Zip: 061XX
Submitted Via: Web
Date Sent: 2021-03-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-29
Issue: Fraud or scam
Subissue:
Consumer Complaint: Ref. : Requesting restitution in the amount of {$72000.00} pls. due to hacked account I am a XXXX XXXX! Hello Mr. XXXX : I am a Sr. Citizen and need your help pls. pls I have had an account for some time at XXXX. Sometime between XX/XX/XXXX and XX/XX/2021 my Coinbase account was hacked and the following assets were stolen/ misappropriated : 0.999 BTC-USD asset valued at {$52000.00} approximately Cash balance in the amount of {$19000.00} I am humbly requesting Coinbase XXXX your help in making the restitution for the full amount ( {$72000.00} ) to my account please, please!! Would you please have Coinbase respond to my letter in writing by XX/XX/2021. Thanking you in advance. Sincerely, XXXX XXXX
Company Response:
State: CA
Zip: 95070
Submitted Via: Web
Date Sent: 2021-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-29
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I have a complaint about the company coinbase. They are an online platform for purchase of different crypto currencies. I signed up with them on or about XX/XX/21. Long and short of it is that they proved useless for my purposes of investing. Have been simply trying to get my XXXX deposit back and have not been able to do despite repeated efforts to do so. Now my account with them is locked and they have my money. I want nothing to do with them any further and just want my money back.
Company Response:
State: NV
Zip: 89102
Submitted Via: Web
Date Sent: 2021-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A