Date Received: 2021-03-29
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: The head of the list complaint is about coinbase.com and XXXX XXXX I opened an account with them made to deposits one on XX/XX/XXXX for {$1000.00} 1 on XX/XX/XXXX for {$2200.00} I and vested it in to XXXX XXXX about a week after I invested at there was almost {$200.00} that seemed to vanish I tried to email someone I got no response after a couple of days I went on to close my account and I was on able to access my account I tried to call the phone number and it is a non human phone number and it is only used to report fradulent activity on your account so I did freeze my account in hopes that there was going to be no more money missing from my account or it be just out there doing whatever it was gon na do and I can't see it it's been 2 weeks now they have emailed me back finally telling me the steps to re gain entry into my account and it tells me all kinds of different things from this is indeed computer you used you entered the wrong information or the best 1 lately has been the system is down please try again later and then underneath that there is a button to track problems with the system I had it says there are no issues going on so I have tried for 8 days to get ahold of somebody and resolve this issue and we get my money back and closed this account out but I have not been able to access my account what so ever and he response time is just really ridiculous Li long for money being invested somewhere and there being an issue. I ended up getting a link to their XXXX page and I was alone away by some monkey comments on XXXX page and how many people have had this problem with them getting their money back money messing not being able to get back into their accounts how are these people even in physis anymore has no one else complained? I tried calling me XXXX 1st and of course XXXX XXXX coin base all of these fly-by-night investment companies are not watch over by the SEC which also was mind blowing but they were kind enough to give me your email address and the FTC I have filed the complaints with both of you but now after trying for 8 days to get resolution with them.
Company Response:
State: FL
Zip: 33437
Submitted Via: Web
Date Sent: 2021-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-28
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XXXX XXXX at approximately XXXX I placed a call to Coinbase Support at XXXX. Coinbase Representative XXXX XXXX, was notified of my 2 factor authentication access issue. Since my account was linked to my cell phone, XXXX called via land line, XXXX, a recorded line for XXXX XXXX at both XXXX and XXXX to assist with my success issue. XXXX advised me to open an XXXX application, on my cellphone, XXXX. I completed the steps and accepted the remote request. Per XXXX, my account was not set-up properly and I was advised to follow the instructions to rectify my errors on my account by sending my BitCoin funds to XXXX XXXX XXXX # XXXX. After I initiated the send instructions, I noticed there was a charge of {$1.00}. I immediately made XXXX aware that I was concerned and that I was confused on how this would help my 2 factor issue, he advised me not to worry, the new funds would be available in 15-20 minutes. At XXXX, I received an email from Coinbase Support regarding the steps. I immediately initiated my account to be disabled. I attempted to contact Coinbase Support and sent multiple emails and responses to Coinbase Support but the responses to my concern ( s ) were slow. I explained to them, through email, what had happened but in the end they only wanted to verify my identity to enable the account. I was made aware they do not have a live customer support contact. I have contacted the XXXX Police Department XXXX I have file a complaint with referral form with Internet Crime Complaint Center. I have obtained the copies of the recorded phone logs and calls, a photo of the website, the fraudulent email, copies of the purchases which date back to XX/XX/XXXX, and all communication to Coinbase regarding the event. According to Coinbase they are willing to release any transaction information to the Authorities ( AHJ ). Any Help would be greatly appreciated.
Company Response:
State: TX
Zip: 75044
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: 2021-03-28
Issue: Fraud or scam
Subissue:
Consumer Complaint: I have a Coinbase XXXX account i have or had over XXXX in it. I was seeking help for a problem with another exchange i was having called Coinbene cant withdraw the support team there sent me to telegram chat where i was scamed for 5 eth out of my coinbase account and that was just the beginning it get a lot worse right now im not even caring about the eth, ,anyhow i felt i was scamed so the next day i contacted Coinbase pro support i got a case number then right after that a thing called Offical Support pops up i asked if they was from coinbase they said they handle coinbase and other exchange problems so i said ok i told them about the scam on the eth and he or she said for me to sent them a copy of the withdraw address i did and they said the eth hasnt made it to the scammers wallet yet so i said great can you get it back and they said yes well they even sent me a offical coinbase paper i had to e sign saying they could lose the eth in the process i signed they asked some personal questions i said i dont know if i should answer they keep saying we are the offical coinbase support and like i said they answered coinbase support so i answered them so after a while things goes south they froze my account but keep assuring me its a part of the process i have all screen shots but not at the begining cause to me its coinbase support anyhow they gave me a https : XXXX to contact them thru the process so i did but in between time i went to coinbase and sent another support mail to coinbase XXXX and got a reply from the offical support that answered my question from the coinbase support email so how could i doubt this.Well on XX/XX/2021 i get a email from the bank saying im overdrawned on my checking my checking is what i used to fund my coinbase sure enough someone tried to withdraw XXXX out of my checking the bank stop all but XXXX cause thats what i had in it. any how now i felt scamed out of my life savings im XXXX and not tech savy i dont understand how this could happen i have a XXXX XXXX and Monday im going to the doc to get me something as now im have XXXX XXXXAnyhow if you ever dealt with coinbase coustmer support is very bad to say the least,, after a couple more tries on XX/XX/2021 they answered my account was still frozen i told them the story and i need to check my account they told me its locked cause i owe them money so that told me the scamer took all my money and now i owe money cause of the withdraw they took like i said they took XXXX, coinbase has a thing where if you commit to a withdraw from your bank which means a deposit to them you can have the money right away so thats how the scamers got the money from my checking account and since the bank stoped the withdraw cause i couldnt cover it,,, so now i owe coinbase money .So all i did was went to Coinbase Support customer service and put my trust in them im out XXXX plus XXXX owed to coinbase thats XXXX now im XXXX with a XXXX XXXX and within less than a week im broke..Please im begging help me I feel Coinbase Failed to keep my account secure as noone should go to coinbase support and have someone help them thats a scamer..
Company Response:
State: FL
Zip: 339XX
Submitted Via: Web
Date Sent: 2021-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-27
Issue: Other service problem
Subissue:
Consumer Complaint: I bought XXXX bitcoin on XX/XX/XXXX. On XX/XX/XXXX, bitcoin price shot up and Coinbase reversed the transaction without warning or explanation. The price of the coin was {$38000.00} on XX/XX/XXXX and the price was {$46000.00} on XX/XX/XXXX. This delta ( {$7600.00} ) was not paid out when the transaction was reversed. Further, I did not sell the bitcoin and the price continued going up. I have filed a help ticket and have not gotten any response.
Company Response:
State: CA
Zip: 94025
Submitted Via: Web
Date Sent: 2021-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-27
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2021 I logged in to my crypto currency account with XXXX XXXX and discovered all my crypto currency positions were gone. I reported this to XXXX and on XX/XX/XXXX they locked me out of my account. When they locked my account they instructed me to perform a number of security measures which I have done ( in fact, several times ). I have attempted to contact them 5 times over the past two month as well as tried to log back into my account several times. They have not responded and I remain locked out of my account. There is no way to speak to anyone. The only option is by email at help@coinbase.com. The crypto currencies were Bitcoin BTC, Ethereum ETH and Litecoin LTC. The approximate total value of my positions as of the close on XX/XX/XXXX was {$8400.00}. Since they have not responded and/or unlocked my account in over two months and have continued to lock me out of my account even though I have performed all the security measures they requested, I can only assume XXXX is complicit in the theft of my crypto currencies. Please investigate this crime. I have no other way to pursue. Thank you.
Company Response:
State: TX
Zip: 77079
Submitted Via: Web
Date Sent: 2021-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-27
Issue: Fraud or scam
Subissue:
Consumer Complaint: COINBASE FROZE MY ACCT ON XX/XX/21 MY ACCT HAD XXXX AND I HAVE TRIED OVER 10 TIMES USING THE COMPANY.S PROTOCOL WITH NO SUCCESS TO ACCESS MY ACCT. RESOLUTION : I WOULD LIKE XXXX PLUS CAPITAL GAINS SINCE XX/XX/21. TODAY BITCOIN IS XXXX XX/XX/21 THANKS FOR YOUR EXPEDITIOUS HANDLING OF THIS MATTER. I AM ANXIOUS TO GET INTO MY ACCT
Company Response:
State: TX
Zip: 75237
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: 2021-03-27
Issue: Other transaction problem
Subissue:
Consumer Complaint: RE : COINBASE ACCOUNT CASE # XXXX In XX/XX/2021 I contacted Coinbase via their website that I needed assistance recovering my XXXX Authenticator, They were able to assist and the problem was resolved, In the meantime I was contacted by phone from someone ( XXXX ) whom I now know was from outside Coinbase Support who knew I was having a " technical '' issue and somehow knew my phone number to contact me. I disconnected the call and again went on Coinbase website and let them know of the contact attempt as they do not call customers. They disabled, locked my account and I have been trying to get my account unlocked ever since. The account recovery process needs to be done from a desktop computer which I have used many times by purchasing a XXXX app on my phone. Once I did that I completed account recovery several times and it may have had a watermark on the " selfie '' and Drivers License photo, once I realized that I purchased the upgraded version to remove the watermark. The Account Recovery Process repeatedly is coming back as " Cancelled '' with no explanations or help in recovering my account. Its been 2 months now and a lack of Customer Support to resolve this issue. I am attaching all the details and timeline of communication and description of the difficulties in reaching resolution.
Company Response:
State: FL
Zip: 34120
Submitted Via: Web
Date Sent: 2021-03-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-27
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I sent XXXX via wire transfer and yet havent received my money in the coinbase pro account thank you.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-27
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: Dear Sirs, Coinbase disabled my account on XXXX XX/XX/2021 and we are now on the XXXX XXXX. Despite 14 messages, 4 cases and 1 complaint, Coinbase did not restore my account access. I am unable to trade, transfer or retrieve my funds. Customer support has been unsupportive, absent and I'm losing sleep over this situation. Coinbase said they would fix this within 4/5 business days. Clearly Coinbase is abusing my trust and confidence after having accepted to store my funds. This situation is causing psychological and financial harm to me and my family.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-03-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-26
Issue: Other transaction problem
Subissue:
Consumer Complaint: My Coinbase account got hacked. I been trying to get it figured out for over a week. I tried getting access to the account but the hackers changed the phone number. And the customer service is not answering my questions. I told them that the number they are sending the authorization code to is the hackers number. This company should not have access to financial information. Everything is automated and no one will answer my questions.
Company Response:
State: OH
Zip: 44281
Submitted Via: Web
Date Sent: 2021-03-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A