Date Received: 2021-03-19
Issue: Fraud or scam
Subissue:
Consumer Complaint: Incident happened on XX/XX/2021 around XXXX PST. My Coinbase account was hacked even though I have 2 Factor authentication and all my BTC and ETH positions were transferred out of my account. The hacker cleaned out my account.
Company Response:
State: CA
Zip: 94555
Submitted Via: Web
Date Sent: 2021-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-19
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I have trading Bitcoin on coinbase for a couple of years and have increased my portfolio as well as added more funds to it. Recently, Ive been using it instead of my bank for all of my personal savings, because I was easily able to both deposit and withdraw. Last month, I was traveling and lost my phone which meant I lost access to my XXXX authenticator application used to verify my identity when logging into coinbase. I followed their protocol to resubmit my identity documentation and waited the appropriate 72 hours. My identity submission was denied without explanation and my account was disabled. I then logged a case with them begging for their assistance and although my account is no longer disabled I still have no way to access it without my old device and the authenticator codes. I have sent emails almost daily and only received the occasional we will get back to you when we can response and usually only that when I log a new ticket. I have now been locked out of my funds for 5 weeks. I have all the emails Ive sent but wont attach them here as I read above not to include any personal or account information unless asked to do so.
Company Response:
State: CT
Zip: 06880
Submitted Via: Web
Date Sent: 2021-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-18
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXX I deposited {$3900.00} into my Coinbase account via a bank transfer. After the 10 day holding period I was informed I could now trade. When I tried to make my first taste I received an email that suspicious activity was detected on my account. I answered immediately tell them to cancel all transactions and disable my account. No confirmation was received. My account has been temporarily disabled since then. Despite several emails to support only response has been that an account XXXX was reviewing and I would hear from them in 4 to 5 business days. Its been nearly 3 months and no response. I have no idea if my money is still in my account.
Company Response:
State: NC
Zip: 27511
Submitted Via: Web
Date Sent: 2021-03-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-18
Issue: Money was not available when promised
Subissue:
Consumer Complaint: XXXX XXXX XXXX, I deposited {$100.00} into fiat account to make trades. I immediately withdrew the funds XXXX XX/XX/2021 at XXXX because the way it works is you deposit funds into XXXX account and use that to make trades but on XXXX XXXX, after depositing funds into XXXX and making two trades, they *again* withdrew funds from bank account - which is NOT usual, normal procedure - and this is what made me immediately withdraw the {$100.00} I deposited within a 10 minute time frame. Contacting Coinbase, they sent 5 emails saying it would take 10 days and the funds would be credited back to account. I NEVER received the " confirmation '' email and it has now been 16 days with no receipt of the funds. I have sent over *10* support emails since XXXX XXXX, but no one responded back until XXXX XXXX, where they asked that I submit a bank statement showing date of transfer through to current. I uploaded this file on XXXX XXXX and sent ANOTHER support ticket and I still have not heard back. I am a reasonable person and understand that these things take time, but the normal procedure for withdrawal from Coinbase fiat account back to personal bank account is the standard 3-7 business days. There are thousands of people on the internet saying that this has happened to them as well as having their accounts locked with no access to their funds or cyptocurriences and that they can get no response from Coinbase. I was told in the email XXXX XXXX that they would send my statement to " Payment Specialists '' who would find the money, but from the comments on the internet, it seems that this never happens as there are many comments on the internet speaking of the " payment specialists and getting no answers or monies returned. I joined their platform in good faith, followed their rules. but they are now not responding. All I want is for them to return my {$100.00} to my account as they have been claiming they would. They have given time frames of 3-5, 5-7 and 10 days, and have even closed out a few of my support tickets saying " case resolved. I have all correspondences, screenshots of my account showing withdrawal and bank statement showing it was never redeposited. I filed a complaint with SEC who then told me that I should contact FTC. I have now filed a complaint with the FTC and am filing this complaint here with CFPB. I feel that there is something hinky going on at Coinbase and they are not being straight with their consumers. They *NEVER* answer support tickets and are giving multiple stories as to what is happening. At best, they are very shortsighted by not having proper, correct customer services. At worst, they are thieves. And while the {$100.00} won't make or break me - it's the principal of thing. Thank you for your time. Sincerely. XXXX
Company Response:
State: TX
Zip: 784XX
Submitted Via: Web
Date Sent: 2021-03-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-17
Issue: Other service problem
Subissue:
Consumer Complaint: On XX/XX/2021 I lost my phone with my Coinbase app on it with approximately {$3500.00} in my account. I contacted Coinbase and they disabled my account to prevent theft. I quickly replaced my phone and signed out of the accounts on the old device from my new phone and let coinbase know in an email on the same day I lost my phone. I was sent an email saying they'd look into it for a solution. I contacted Coinbase by email on XX/XX/2021 and they replied that they would review the situation and respond with in 4-5 days. Still I have yet to hear from coinbase or gain access to my account. Apparently this is a common problem and their customer support is non existent.
Company Response:
State: CA
Zip: 952XX
Submitted Via: Web
Date Sent: 2021-03-17
Company Response to Consumer: Closed with monetary relief
Timely Response: No
Consumer Disputed: N/A
Date Received: 2021-03-18
Issue: Other transaction problem
Subissue:
Consumer Complaint: I was locked out of my Coinbase account and no longer have access to the email address associated. Back in XXXX I contacted Coinbase and was directed to make a new account which i did. They then had me upload information to verify my identity. Since I uploaded all that was asked, I have received no response or access to my old account. Since my initial complaint to them the value of the portfolio has more then tripled. I filed a formal complaint with Coinbase over a month ago, was told a specialist will reach out and once again received nothing. I am currently filing another formal complaint with them. Coinbasess communication is horrendous and actions are unethical. They are clearly keeping my portfolio and riding the recent boom to there benefit.
Company Response:
State: GA
Zip: 30028
Submitted Via: Web
Date Sent: 2021-03-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-17
Issue: Other transaction problem
Subissue:
Consumer Complaint: I attempted to withdraw my funds from Coinbase of {$320.00} and after 10 days they have not submitted the funds to my bank account nor are they available to speak to. The only responses I have gotten from them are via email where they claim " we are looking into it ''. Apparently Coinbase has done this to thousands of people now. How are they allowed to continue operating?
Company Response:
State: CT
Zip: 060XX
Submitted Via: Web
Date Sent: 2021-03-17
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2021-03-17
Issue: Other service problem
Subissue:
Consumer Complaint: Hello, I have a complaint about Coinbase. At beginning of XXXX, Coinbase started to review my account and leave a message : " Your account is currently being reviewed and we need some time to verify your info. During this review, you won't be able to use Coinbase. Reviews generally take a few days, so sign in every day or two to check your status ''. I submitted a ticket to get help and receive replies On XX/XX/XXXX, " Hello, Coinbase Support resolved and closed your case '' Case # XXXX. In fact, my account still under review nothing changed. And I sent several messages and received the same content '' Coinbase Support resolved and closed your case '' Case # XXXX # XXXX # XXXX # XXXX # XXXX. More than 70 days have passed, Coinbase didn't do anything, my account still XXXX to trade and withdraw. During this period, the market went up and down, my account balance from {$57000.00} down to {$41000.00}. I lost the money. Now there are many people who have the same situation as me. We all work hard to earn money and invested in Coinbase, dreaming to make the quality of life. Don't break my dream. please help me get back to the account!!!
Company Response:
State: FL
Zip: 33173
Submitted Via: Web
Date Sent: 2021-03-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-16
Issue: Other transaction problem
Subissue:
Consumer Complaint: My Coinbase was hacked and Hacker sells and withdraws money to an unknown XXXX account.. I made many ways to contact and made many cases but it very hard to wait, and has no responding other then ROBO replays. The hacker made unauthorized transfers were almost {$15000.00}. Hacker linked new XXXX accounts and sold all of my BTC and Ether with in minutes to USD, then transfer with in sec to unautorized XXXX. I contacted XXXX directly since Coinbase has no Live support, but XXXX can not do any actions, the case must contacted by Coinbase service,,. These are my Unauthorized items : 1 ). On XX/XX/2021 at XXXX PST, you initiated a withdrawal of {$1700.00} from your USD Wallet. {$1700.00} will arrive in your XXXX account by XX/XX/2021. Withdrawal reference : XXXX 2. ) On XX/XX/2021 at XXXX PST, you initiated a withdrawal of {$2500.00} from your USD Wallet. {$2500.00} will arrive in your XXXX account by XX/XX/2021. Withdrawal reference : XXXX 3 ). On XX/XX/2021 at XXXX PST, you initiated a withdrawal of {$2500.00} from your XXXX XXXX. {$2500.00} will arrive in your XXXX account by XX/XX/2021. Withdrawal reference : XXXX 4 ). On XX/XX/2021 at XXXX PST, you initiated a withdrawal of {$2500.00} from your USD Wallet. {$2500.00} will arrive in your XXXX account by XX/XX/2021. Withdrawal reference : XXXX 5 ). On XX/XX/2021 at XXXX PST, you initiated a withdrawal of {$2500.00} from your USD Wallet. {$2500.00} will arrive in your XXXX account by XX/XX/2021. Withdrawal reference : XXXX 6 ). On XX/XX/2021 at XXXX PST, you initiated a withdrawal of {$2500.00} from your USD Wallet. {$2500.00} will arrive in your XXXX account by XX/XX/2021. Withdrawal reference : Unknown. Lost confirmation email. I do not know how many funs will be lost more since now my Coinbase is lock out by reporting unauthorized. The Coinbase has security flows on Compromised unauthorized transfer to XXXX.
Company Response:
State: OR
Zip: 97007
Submitted Via: Web
Date Sent: 2021-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-16
Issue: Other service problem
Subissue:
Consumer Complaint: Coinbase has completely ignored mine and thousands of others request for assistance on their platform. Their XXXX has spelled my name completely wrong ( XXXX XXXX instead of XXXX XXXX ) and now I can not sign back into my account due to identification procedures. I have trying to communicate this mistake and how to fix it and it has been 4 months with 0 response from this company. Coinbase does not help any of their customers support tickets and needs to be stopped and investigated. Look online for this company they are scamming and abusing their customers.
Company Response:
State: CA
Zip: 90026
Submitted Via: Web
Date Sent: 2021-03-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A