Date Received: 2021-03-04
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXX my telephone number was compromised. They were able to access my email and other accounts that were on my phone. They proceeded to request a password change, having both my phone number and email account they were able to do access them. They changed my password for Coinbase. In the meantime, I alerted the XXXX ( My cell phone carrier ) and shut down my phone. Changed my passwords for all my accounts and recovered my email. The hackers were able to access my coinbase account. The process to close the account and protect it, was convulsed and impossible because my phone number and email were both compromised. Hours later after the damage was done, I was able to close it down. My issue is that Coinbase has given me no information regarding my account or access to the account. I have contacted them and they are not responding to my inquiries. I am left not knowing if there is anything in my account or what has happened to my account. Preferably there is some money remaining but I don't know! Then a few days later they threatened to take the money that the hackers had tried to get from my bank ( did I mention the hackers got into my bank account because I had recurring deposits. But the bank was helpful and reinstated whatever was stolen from my account ). Their customer service is inadequate to say the least.
Company Response:
State: WA
Zip: 98290
Submitted Via: Web
Date Sent: 2021-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-04
Issue: Other transaction problem
Subissue:
Consumer Complaint: My account with coinbase had a phone number attached to it that was not mine the website only showed the last four digits of the number. I went online to delete that number and update my number on the account and was instructed to enter the phone number associated with the account. Of course I had no idea what the full number was. I contacted them via email and they instructed me to set up a another dummy account an email them back with new account information and we could move forward. I went back online and their website wouldnt let me open another account. I emailed them with issue and they were investigating the issue and will follow up with me as soon as they have an update. That was XX/XX/XXXX. Ive requested an update twice via email since than and have had zero response.
Company Response:
State: GA
Zip: 31410
Submitted Via: Web
Date Sent: 2021-03-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-04
Issue: Fraud or scam
Subissue:
Consumer Complaint: on XX/XX/XXXX someone hacked my phone sim card and email address and was trying to reset my log in information with coinbase. I was able to catch this in time and block any transactions and changed my email and phone on the account. Coinbase suggested i immediately disable my account which I did. Till today I am trying to recover my account that has my own money and i have no response from coinbase at all. The initial tickets i submitted has a auto reply that it will be fixed in 4-5 business days. After couple weeks passed i lodged a compliant and the auto reply said i will hear back in 15 business days and if they can not resolve someone will contact me to ask for extension. That deadline has already passed and no response. I am very frustrated as my money is tied up in the account which i can not access. I hope you can help. This company is not helpful at all. I wonder how they can go public without any customer support. Thank you
Company Response:
State: WA
Zip: 98036
Submitted Via: Web
Date Sent: 2021-03-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-04
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX I was locked out of my coinbase account do to an unauthorized transactions, after being sent an email to follow steps I followed every step I was then sent an email on XX/XX/XXXX I received this email We have successfully collected the funds from your recent failed transfer. However, there may still be restrictions on your account. And since then I havent heard anything back from anyone my account is still locked with over XXXX dollars in it. Ive been emailing for the past month and still nothing.
Company Response:
State: NY
Zip: 11691
Submitted Via: Web
Date Sent: 2021-03-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-04
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Hello, I contacted ( cryptocurrency exchange ) XXXX 's support about a potential attempt to compromise my account. Basically, I received a text at my business account with an authorization code for a coinbase account. This number was not associated in any way with my personal coinbase account, but I feared it might be an elaborate hacking attempt. Over a week later coinbase locked me out of my own account, claiming that they were helping to protect my funds. I have been locked out of my account ever since and have made several attempts to regain control. I altered my password, according to their suggestion and sent an email requesting re-access, to no avail. I have made several attempts to contact XXXX support but am being perpetually ignored. I have written several emails, posted on their XXXX page, commented on their XXXX, messaged then directly on multiple social media platforms. I have never gotten a single response or even viewed message from their team. They are essentially holding {$2000.00} of my digital assets hostage, without any timeline or plan or information regarding a safe return. Additionally, there are hundreds, if not thousands of customers to whom they are doing the same exact thing. This should be considered XXXX. XXXX is actively allowed to profit off of the coins that they hold custodially. Meanwhile the customers who they claim to be working for are having no access to their legally entitled funds. The amount of damage that they are causing to people 's lives every day is immeasurable. I implore you to help me and consumers like me in getting this issue resolved. And not just on a case by case basis, but permanently. This is a disgusting miscarriage of justice that has been probably carried on for at least 3 years. The evidence for XXXX and their tendencies to abandon customers and seize funds without just cause or legal grounds is staggering. It is absolutely disgusting that they could even be considered for a public offering right now. If allowed to continue, this approval would be led strictly by greed and not reason.
Company Response:
State: PA
Zip: 189XX
Submitted Via: Web
Date Sent: 2021-03-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-04
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/21 I created a crypto account with a company called Coinbase and bought {$130.00} of various cryptocurrencies with my debit through their mobile app. I bought XXXX dollars in Bit coin, XXXX dollars in XXXX, XXXX dollars in XXXX and bought XXXX dollars of XXXX XXXX XXXX coins. I could see the reflected balance fluctuate with the market on my porfolio up until XX/XX/21 XXXX XXXX. When I check my porfolio and hour or so later my porfolio showed a balance of XXXX. I checked the transactions on each crypto and there no recent transactions to show why my balance is XXXX. It only showed the amounts I purchased the night before. Out of concern I locked my account and emailed coinbase several times I recieved a generic reply from a third party website asking if my problem was resolved and replied " no it has not ''. I tired to contact customer service by phone as well but can not get in touch with a live representative. Only an automated line that allows you to lock your account if you feel it has been compromised. I researched online and found forums with many people having this same problem. Can you please help stop these crooks? Thank you, XXXX XXXX
Company Response:
State: WA
Zip: 98001
Submitted Via: Web
Date Sent: 2021-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-03
Issue: Fraud or scam
Subissue:
Consumer Complaint: I had about {$1200.00} in a coinbase account. {$1100.00} invested and about {$150.00} in profit as of this morning. I checked the account this afternoon to see my portfolio at XXXX and no records of any transactions in regards to the missing money. They don't have anyone that you can speak to. i did file a complaint and locked my account. then to unlock my account it was a long process and will take up to 72 hours. there is no response in regards to my missing money and i want an answer now. this is wrong and that is a lot of money to me.
Company Response:
State: NY
Zip: 14701
Submitted Via: Web
Date Sent: 2021-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-03
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: I opened a Coinbase account ( https : //www.coinbase.com/ ) Date : Fri, XX/XX/XXXX XXXX XXXX and have been using it. Today, XXXX, I went to my account and the $ XXXX I had in there is gone and it shows a zero balance with no explanation. There really is no " customer support ''. I locked down my account as it was the only option available, but I don't think anyone broke into my account ( with 2 factor security ), no I think Coinbase just stole all my money!
Company Response:
State: TN
Zip: 37849
Submitted Via: Web
Date Sent: 2021-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have proof according to their website of deposits in total of {$110000.00}, yet only XXXX is showing in my portfolio.
Company Response:
State: FL
Zip: 34986
Submitted Via: Web
Date Sent: 2021-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-03
Issue: Other transaction problem
Subissue:
Consumer Complaint: hi, i opened an account by Coinbase like a year ago. since then i have been able to buy, sell and exchange cryptos. the XXXX of XXXX last i tried to send a small amount of eth to my wallet in swissquote ( XXXX XXXX and it didnt worked out ( no problem - the transaction has been voided ) BUT MY ACCOUNT HAS BEEN ARBITRARILY DEACTIVATED SINCE THEN, claiming a security issue. i wrote to them immediately telling them that my account is not in danger whatsoever and got the answer they are gon na check the issue and it can take till 10 ( ten! ) days to get an answer ... after 11 days no comment from them. no answer to my mails. i should have XXXX XXXX -- in there now ... please help. tx in advance XXXX
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-03-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A