Date Received: 2021-03-03
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: Good day, Ive checked my coinbase wallet and all my money in there was gone I have a total of XXXX ETH equivalent to XXXXphp in my coinbase wallet but i havent done any withdrawal transaction. I tried to email them several times but no response since XXXX XXXX
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-03-14
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: After My {$23000.00} from my initial XXXX Currency transaction disappeared on XXXX XXXX and I called the support line at Coinbase which locked my account, I received a call from a supposed Coinbase support person. he was going to help me verify my ID and reconnect my Coinbase account. Most of Coinbase support is run online through XXXX and it is replete with scammers and terrible support response. After a couple weeks of trying to get my identification verified and the account reconnected it was finally reconnected and the support person was supposed to put {$33000.00} back in my account to reimburse my funds and account for the increase in value. I also agreed to put in another {$20000.00}. When the account was finally back up, the funds that initially disappeared were not there and all of the additional funds disappeared as well. Somebody sent the money out of my account in XXXX currency transactions that I did not initiate. currency. Coinbase email support which I contacted on XX/XX/XXXX only contacted me back about my lost money on XXXX XXXX for the first time, but this was after all my assets were gone from my account and my balance was XXXX . Coinbase support is not only not responsive they are accusatory of customers. I have seen thousands of additional case like mine after delving into it. One case in late XX/XX/2021 where a customer from Florida had {$500000.00} stolen from his account. I believe this is being done by insiders or with the help of employees, because I like most other customers have XXXX on all my devices and email systems and could not be hacked that easily without inside access information. This company has been having this problem and complaints for years from customer and nothing is being done while it prepares to do a mega IPO and enrich executives by tens of billions of dollars. The operation MUST be shut down until this problem of stealing customer 's money from their trust accounts is resolved. Banks would not be allowed to operate with this problem, neither should Coinbase. This is a Coinbase software and computer hack along with possible employee customer support Scam. This is happening all over the world and these companies/ exchanges should not be allowed to operate until they have a regulated form of customer support that deals with the multiple layers of fraud that is happening internally and externally that is wiping out customers accounts while executives profit.
Company Response:
State: TN
Zip: 37215
Submitted Via: Web
Date Sent: 2021-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-02
Issue: Other transaction problem
Subissue:
Consumer Complaint: on XX/XX/25 i logged into my account. i noticed all of XXXX XXXX was missing. i checked transaction history there was no history except for the purchase. i reported the missing coins which locks ones account. they have auto generated emails and no phone customer service. i have been completely ghosted by support. i have reached out to the founder XXXX XXXX on twitter and XXXX XXXX and XXXX XXXX as well. i have tried reach support multiple ways ... can not get a response except auto generated emails if i go through the contact us page. i am concerned about my missing coins and other funds that i can not secure, buy, or sale.. this is causing and undo amount of stress.
Company Response:
State: NC
Zip: 275XX
Submitted Via: Web
Date Sent: 2021-03-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-02
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I have been trying to access my Coinbase account since the start of this year. There is XXXX security but I have advised them several times that I am in another country without the same phone number. Each time I am told they are looking into it, however, no progress has been made to date. They have now stopped replying to emails. My current case number is # XXXX. I have given them ample opportunity to engage with me and remedy this simple solution but now this matter needs to be escalated as they have my money and I can not access it.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-02
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Hello Since XX/XX/2021 Coinbase has suspended all my activities. I can't do anything on the app, nor website. My account is accessible to read and review showing everything current by the day but I CAN NOT SELL OR TRADE ANYTHING. [ THESE ARE STRAIGHT COPIED FROM EMAILS ] : *RE : CASE # XXXX XX/XX/2021 Hello XXXX , We have transferred your case to a specialist who will be able to assist you with this specific issue. You will be contacted directly as soon as we have reviewed your case. Please note, these reviews are typically completed within 5-7 business days but may take longer. Best regards, Coinbase Support 2ND EMAIL : Hello XXXX XXXX, Thank you for following up with us. Our team is still reviewing your information. However, we've asked them to expedite their review of your account, but it may still take 24-48 hours to complete. We appreciate your understanding. Regards, Show quoted text Coinbase Support **On XX/XX/XXXX I recieved an email stating my case was resolved and closed. When I Check on the app and online the problem still existed and I was unable to use ANY type of crypto transactions. When I tried to email again and they responded : ( Hi there, Thanks for the response! Wed love to help you further, however, this case has been closed and can not be reopened. Please submit a new ticket to our online support form here for continued assistance : https : //help.coinbase.com/en/contact-us.html Thanks, Coinbase Support ) ***I then OPENED a case with their Consumer Complaints Office. This is there reply : Re : CCO case # XXXX Hi there, Please accept this email as confirmation to receive to your complaint. We will review your complaint you will receive a response by the Consumer Complaints Office within 15 business days. If for any reason we need an extension of time we will email you as his possible. Warm Regards, The Coinbase Team. I have emailed 2 more times in this case # reply and still NO answers at all. It has been 8 weeks of my fund being withheld. Also Im NOT able to do anything to sell, trade crypto. I am also handicap? so I have emailed them explaining this stress has really made me feel very bad with my neurological conditions. Thank you for your attention to this serious issue, XXXX XXXX XXXX Today 's my approximate portfolio worth is about {$140000.00}
Company Response:
State: NY
Zip: 11710
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: 2021-03-02
Issue: Other transaction problem
Subissue:
Consumer Complaint: All of my money and bitcoin are missing from my coinbase account and they don't even acknowledge any of my attempts to get in touch with them or discuss my situation. Coinbase has basically no customer service and won't even respond to my emails or any of my attempts of communication. At the end of XX/XX/2021 noticed by looking at my account that all of the bitcoin my coinbase account was missing ( worth 10s of thousands of dollars ). After I that it all was gone and my balance was {$0.00}, I reported it missing to the support area on help.coinbase.com about a month ago which seems to be the only way to try to contact support, and still haven't heard anything back. I never got a trade confirmation that anything had been sold or transferred. I never even got a confirmation that I had filed a complaint or a case ID /reference number for my complaint. My coinbase account became locked after I reported the missing bitcoins so I am unable to access this account now and see any status as to what is going on. It's incredible to me that a company thinks it is ok to not communicate with me for over a month and block access to my account, I also sent a message to coinbase support on XXXX and XXXX, and no response. If a bank or credit card company did anything like this it would be impossible to imagine the lack of transparency and support. This company is about to go public at a valuation of over {>= $1,000,000} while there is zero support and a dangerous platform where large sums of money can mysteriously go missing which is unacceptable. I don't know where to turn.
Company Response:
State: FL
Zip: 33137
Submitted Via: Web
Date Sent: 2021-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-02
Issue: Other transaction problem
Subissue:
Consumer Complaint: It all started on XX/XX/XXXX when I noticed that Coinbase inc. withdrew {$500.00} on XX/XX/XXXX out of my bank account without my authorization. The worst part is, they withdrew the money, but not deposited it into my coinbase account. So basically they took money out without my permission and deposited it somewhere else. I already opened a fraud case with my Bank so they can look into refunding my account. I contacted coinbase immediately on XX/XX/XXXX and opened a case, case # XXXX. I immediately received a response that my account was locked and to follow a few steps to unlock it. I followed the steps and sent them a follow up email saying it was completed. I do not understand why they locked my coinbase account when my bank account was withdrawn not my coinbase account. Anyways, that was the last I heard from them. I sent 3 emails on XX/XX/XXXX, 2 email on XX/XX/XXXX. I opened up another ticket with them on XX/XX/XXXX thinking I can get an answer. On XX/XX/XXXX I received an email saying my cases were consolidated to case # XXXX and an agent will reach out to me in 4 to 5 business days after review of the case. The 5 business days came and are now long gone and I am yet to hear back. As a courtesy before I filed this complaint, I emailed them one last time on XX/XX/XXXX asking for status. Still no response. Unfortunately this is the only way to communicate with them.
Company Response:
State: OH
Zip: 44145
Submitted Via: Web
Date Sent: 2021-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-02
Issue: Other transaction problem
Subissue:
Consumer Complaint: Coinbase has refused to communicate, provide updates, and maintain professional courtesy with me the customer. Not to mention the out right thievery of roughly XXXX usd. i had a transaction, namely an ach transfer fail, and of course needed to cover the outstanding balance of XXXX asap. i quickly funded my account via debit for the amount of XXXX and much much more. as i continued to make transactions i was notified i needed to make a payment manually, so i did using etherium. upon reviewing my account, coinbase not only took my XXXX payment but proceeded to take XXXX payments themselves without my authorization a total of 3 times. so for an outstanding balance of XXXX total of XXXX was paid. i raised multiple support tickets, all the while continuing in good faith with the company making transactions, but after weeks of no response to my inquiry, i began to worry. i sent tickets daily, and once i finally got a response they proceeded to block any further ability for me to reach them. email being the only way available, i was receiving blocked by recipient notifications. only way i could get a message across was via support tickets which they said only made the process take more time due to the sheer number of tickets. they notified me of the consolidation of my support tickets once i threatened to reach out to law enforcement. they notified me that a specialist was taking over my account and reviewing the situation. weeks later, i find an email stating my support thread has been resolved and closed and unable to be reopened. odd.. because i have yet to receive any resolution, explanation, or restitution. the whole mess started XXXX/XXXX til now with no resolution. i dont know what to do.
Company Response:
State: CA
Zip: 91007
Submitted Via: Web
Date Sent: 2021-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-02
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I earned some Bitcoin on XXXX in XXXX. I'm unsure of the amount ; it was somewhere in the tens of dollars at the time, but with Bitcoin 's higher price today, I think it would be in the hundreds of dollars. XXXX was acquired by Coinbase, who created a process for XXXX users to move their balance to a Coinbase account. I followed that process, but it didn't work ; I never saw Bitcoins enter my Coinbase account. I attempted to contact Coinbase three times about this : twice using their online contact form, and once using XXXX. I never received a response.
Company Response:
State: CA
Zip: 94804
Submitted Via: Web
Date Sent: 2021-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-02
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: I used my coinbase wallet to store a cryptocurrency called XXXX XXXX I was storing XXXX XXXX worth at the time {$1400.00} USD. Sometime yesterday someone transfered in roughly XXXX worth of etherium then transferred all of my shib out of my wallet. I have it set up to request a pin sent from coinbase to my phone for transfers out of my wallet. No requests were made or received. I have pictures of the wallet addresses that were involved. I suspect it was a coinbase employee.
Company Response:
State: AZ
Zip: 85143
Submitted Via: Web
Date Sent: 2021-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A