Date Received: 2020-12-17
Issue: Other transaction problem
Subissue:
Consumer Complaint: On approximately XXXX the XXXX My account on Coinbase was attacked. Coinbase 's security was flawed where there was no measures to secure and make sure that I was the one withdrawing funds from my account. I had measures set up for security but still bitcoin was stolen from my account. I have tried to make contact from this company and financial institution from XX/XX/XXXX to present day.. As of XX/XX/XXXX they have updated their service terms. I can not get in contact with anyone. and their phone system has no live agents or any support whatsoever. during this attack on my account I tried to call them and prevent the transfer from going through and stop before the transaction was veririfed through blockchain. They failed at every turn to protect my property and blamed me, days after their ticket system sent a generic reply. It was stolen directly from coinbase pro coinbase 's exchange where you trade crypto. not from my coinbase account. there were no security measures to ensure safety and when i called them the only message received was if you think your account has been compromised hit this number. I did and in turn my account locked me out of it but allowed someone to steal funds. in an email transaction they said it was my fault and didn't care to fix the problem and said it was minutes before i locked my account. this is total bs. it's been over 60 days they have not tried to resolve the issue and closed ticket and blocked email communication from their servers so when i send an email it is blocked. Also the first coinbase wallet i opened no longer has access and i can not retrieve a password this service financial institution is not protected in any way and I demand i receive my funds back immediately. They also use deception and go offline during major market movements and deceive the public so the market price is not the same in their trading. as i have provided images to prove that statement. I have had a lot of grief due to coinbase and I want my funds immediately as at the time of theft it has increased in value as well, and I have needs to be met immediately.
Company Response:
State: TX
Zip: 792XX
Submitted Via: Web
Date Sent: 2020-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-17
Issue: Problem with customer service
Subissue:
Consumer Complaint: Hello my name is XXXX XXXX and recently my XXXX asked me to update it and so I did and my phone never turned back on again. Next day I tried to get it fixed but never could turn it on again. So I bought a new XXXX. After I bought the new phone I downloaded the app called Coinbase which I also had on my old phone already. Coinbase is a crypto currency exchange app which I invested a lot of money in and currently holding alottttttt of Bitcoin, chainlink, and XRP coins in there. I tried to log back in and it didnt let me log in because it was asking me for an authenticator code which I tried to put in but I guess it never recognized it. So I sent Coinbase an email so they can give me a new authenticator code that could link to my new phone and Coinbase so I can get back into my account. Have I have emailed Coinbase about 12 times and this email started in XX/XX/XXXX. Emailed them on XXXX and XXXX as well and no type of response from them. I have read reviews about their customer service and everyone says they do not reply to you and potentially when you do get your account back all your money will be gone from your account. I am livid with them and I will hate to get my account back and my money is not in my account. So my problem is I need Coinbase to unable my account and give me a new authenticator code that links to my new phone and Coinbase app so I can get my account back. I should have XXXX xrp, XXXX chainlink, and XX/XX/XXXX of a Bitcoin in my account and I do not want to see a single of them missing. I need to get my account back and have Coinbase reply back to me so I can get my thing back. I also taken this matter to court because I am afraid my money is no longer in my account. Please my ticket number for the email to them is # XXXX
Company Response:
State: CA
Zip: 90713
Submitted Via: Web
Date Sent: 2020-12-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-17
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: Hi my Coinbase account and Coinbase wallet hasnt worked properly since day two that it started and I have emailed and tried calling 5 times leaving messages because they promise to call you back but never have Its been 5 days and nights and I cant get my money into my Coinbase card which means its stuck in Coinbase wallet and I could lose it all if the funds crash as they often do I only get an email saying oh were dealing with it and will contact you immediately but 5 days and nights no help no support at al Its very unprofessional but ile bet big players are getting their money ok
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-17
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX, I acquired bitcoins ( {$2000.00} worth of XXXX at XXXX ) and XXXX ( {$2500.00} worth of XXXX at XXXX ) through Coinbase. Reference codes of the transactions : XXXX ; XXXX I kept them there as a savings. On XX/XX/XXXX those XXXX and XXXX basically disappeared even though I have a two step security ( password and text message ) access the account which never were activated. I have tried in more than three occasions to obtain response from Coinbase ( via mail and filing complaints through their website ) but so far no answer or reaction from Coinbase. Please advise how to proceed in this case or what legal options I have. Thank you.
Company Response:
State: VA
Zip: 22030
Submitted Via: Web
Date Sent: 2020-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-16
Issue: Fraud or scam
Subissue:
Consumer Complaint: Hi I have been a Coinbase user for the last 3+ years and recently I saw a transaction of {$1000.00} from my bank account to Coinbase and no description of the problem was provided in the detail section. I logged a complain about it using Coinbase 's Help center on their website. Rather than providing me a satisfactory answer instead they disabled my account. It happened on the XXXX XXXX, 2020 and I received a reply from them that we have assigned your case to an account specialist for review and we will get back to you as soon as the review is done. The review takes 3-5 business days. It's been 17 days now and I am not getting any update from them though in these 17 days I have sent them more than 20 emails but they won't respond. My account had roughly {$38.00}, XXXX when they locked it. Where {$22.00}, XXXX or a little more were in USD and more than {$15.00}, XXXX in different cryptos. I am locked out of my account and since crypto currency is so volatile that I have already lost lots of money because I can't take proper steps to sell my cryptos in time. Also I am at a high risk of losing most of my money in the blink of an eye if any crash happens which multiple analysts are already talking about while Coinbase wouldn't resolve my issue and won't respond to any of my emails and won't even unlock my account. They have no online chat or phone no to be used for contacting in case of any such issues. My Case # is XXXX and my email address associated with my account is XXXX. I tried contacting them on XXXX as well but no luck there as well. Someone on XXXX then referred CFPB that they are very active and helpful in case like this. I'll really appreciate if this matter be taken with them and my case be resolved in time. Let me know if you have any questions. Regards, XXXX
Company Response:
State: MA
Zip: 027XX
Submitted Via: Web
Date Sent: 2020-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-16
Issue: Other service problem
Subissue:
Consumer Complaint: Coinbase issue. I purchased a fixed amount of bitcoin in XXXX ( approximately XXXX bitcoin ). I transferred it to my coinbase account. I haven't been able to log into my account soon after that date. I was asked to verify my Identity by submitting an ID such as a passport and a selfie. I followed all of the steps required but it didn't work. I attempted to resolve this issue by following the guidelines on the coinbase site. It didn't work. I reached out to coinbase support on the XX/XX/XXXX and on the XX/XX/XXXX I still haven't received any response from them.
Company Response:
State: AZ
Zip: 85282
Submitted Via: Web
Date Sent: 2020-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-16
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: coinbase.com locked me out of my account citing the need to verify my identity. No other financial institution has ever asked such things after account opening. I submitted the requested verification documents but they were denied. Since I have resubmitted many times and reached out to customer service with no feedback nor response. Initial submission of verification documents : XX/XX/XXXX - 3 separate attempts Initial email to customer service after failed attempts Next submission XX/XX/XXXX Email to customer service XX/XX/XXXX Next submission XXXX Email to customer service XXXX Next submission XX/XX/XXXX Email to customer service XX/XX/XXXX Submitted complaint on XXXX XX/XX/XXXX Its been nearly a month and they will not let me access my money nor digital currency. They are with holding these personal assets to which they have no rights. They will not respond to requests and we have been patient enough.
Company Response:
State: FL
Zip: 34608
Submitted Via: Web
Date Sent: 2020-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-15
Issue: Fraud or scam
Subissue:
Consumer Complaint: Dear XXXX Staff, My husband, XXXX XXXX opened an account with Coinbase, a crypto exchange based in XXXX XXXX. His account is linked to his XXXX email address. On XX/XX/2020, the balance of XXXX 's account was {$1700.00} reflecting the value of XXXX UNI ( swaps XXXX in his e-wallet.. On XX/XX/XXXX XXXX 's account with Coinbase reflected a XXXX balance. He had not conducted any transactions and has the screen shots reflecting the XX/XX/XXXX balance of {$1700.00}. XXXX submitted an email to Coinbase asking for support and no one has responded. He called and no human answers their support line. I also sent an email to the XXXX address and received no reply. This seems a common complaint against Coinbase and on its own XXXX page there were approx. 600 negative remarks about no customer support, and consumers having lost funds. Further, Coinbase states in its FAQs that it is registered with XXXX. XXXX does not do market conduct supervision and I believe this statement misleads consumers, and falsely reassures them that Coinbase is a legitimate enterprise. It is my opinion that Coinbase is either grossly negligent in the handling of consumer funds or purposefully engaging in a pattern of fraud/theft. I have already complained to XXXX which basically told me to go away. I submitted a complaint to the SEC and received no reply. Could the XXXX kindly investigate as it appears numerous American consumers have lost money on this site -- further, I would be willing to bet that if you check with the FCA and other financial regulators that they too are receiving complaints from consumers. Thanks in advance. Regards, XXXX XXXX, XXXX.
Company Response:
State: WI
Zip: 54301
Submitted Via: Web
Date Sent: 2020-12-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-14
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I opened an account on Coinbase.com on XXXX, XXXX, 2020. Deposited via ACH 6 different amounts over 3 days, XX/XX/XXXX - XXXX, 2020 into Coinbase Pro Account https : //pro.coinbase.com. The first 5 transferred & was given an advanced on each transfer Totaling {$55000.00}. {$32000.00} have successfully transferred out of my XXXX checking account. The last one had not as a large check had not cleared & I was unaware. On XX/XX/XXXX, I had placed a trade limit on XXXX ( XXXX ) at below market price, {$450.00} for {$55000.00}. On XX/XX/XXXX I had logged in the evening close to XXXX to see a message that my limit order had been canceled by Coinbase & a prompt that said they were going to sell my XXXX XXXX if I didn't pay {$23000.00} within 5 days. I was able to select a tab that took me to another page that said something similar. I don't own any XXXX XXXX & didn't correlate that the {$23000.00} didn't go through. I freaked out & called their 888 number only to get one option to select that my account had been compromised. I then submitted a on their contact page 2 separate messages & told them I was freaked out, didn't understand what was going on and to have someone call me. They do not have any customer service support to talk to and only communication is by email as I found out. I got a couple of automated messages saying that someone would be in contact. I submitted another ticket on their site that I accidentally locked my account. I received an email to of the steps I'd need to take make sure all my devices were secure & phone number was mine, etc. I wrote back & told them this was all completed, re-explained what happened. They locked me out of being able to re-verify on their site and submit ID & XXXX photo until XX/XX/XXXX. I submitted multiple messages over the next couple of days stating what happened, that as soon as I could get in I'd be able to make the {$23000.00} advancement on Monday morning. They did not respond until evening XXXX ; XXXX XXXX, over 2 days later after sending XXXX emails and a couple more ticket submissions on their website for help. " 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, Coinbase Support ref : XXXX : ref '' I was appalled at the customer service and wrote them & told them to take back their advancement, let me have access to the {$32000.00} which had successfully transferred from my XXXX account into Coinbase so I could take my business elsewhere. No response. I was able to finally submit ID & webcam photo on the morning of XX/XX/XXXX. I wasn't able to log into my account until the XXXX. But still didn't have access to the {$32000.00}. I received an email not the XXXX stating that they had recovered their funds of {$23000.00}. Once I was able to get into my account, I saw that the account balance said {$55000.00}, but {$0.00} able to withdraw. I figured maybe their system hadn't updated that it should say {$32000.00}. I thought they were going take back the advancement. On the XXXX, I went into my XXXX Branch to wire {$23000.00} into a different Exchange called XXXX. To my surprise, their had been an ACH transfer initiated on XX/XX/XXXX, verified on XX/XX/XXXX. I did not authorize this ACH transfer. I've written them over 20 emails asking them to give me access to the {$55000.00} verified from my XXXX account. I received this message on XX/XX/XXXX at XXXX XXXX. " Hello XXXX, Thanks for reaching Coinbase Support. We've documented the information you have provided and have escalated this case to a specialist. We will follow-up with you as soon as we have an update. Please note, these reviews are typically completed within 5-7 business days but may take longer. We appreciate your patience with this. Best regards, Coinbase Support ref : XXXX : ref '' I was appalled that they are going to take 5-7 more business days when the {$55000.00} is mine & I'm not able to make a trade or withdraw it. I submitted another support ticket telling them the urgency & this is rightfully my money 100 % verified. I then received another message XX/XX/XXXX at XXXX XXXX stating : " 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, Coinbase Support ref : XXXX : ref '' To this day, XX/XX/2020 I still have NOT received any email from an account specialist. I have ZERO access to the {$55000.00} which is mine, rightfully so. I have XXXX indication as to when I will have access to my money. This could be HUGE financial losses due to not being able to make a trade at the right moment. The companies on XXXX website about Coinbase are appalling and I wish I had read them before going with this company. I don't have weeks and months to wait, nor should I have to. This is not reasonable not having access to my money after it has 100 % been verified.
Company Response:
State: WA
Zip: 98126
Submitted Via: Web
Date Sent: 2020-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-10
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I opened my Coinbase acct. in good faith on XX/XX/XXXX with my cell phone. Today is XX/XX/XXXX. I have never used any other device to log into my coinbase acct. Now all of a sudden, coinbase app says my device is unrecognized. I have tried the reset my password option but it still won't take. I am unable to get a live person to talk to and I have repeated submitted tickets to them, but they don't care to address it. I have also requested that they close my account, refund my money back into my bank account, and send me all the proper paperwork for me to file my taxes. No response from them. Now they have my money locked up with me unable to access it during this covid pandemic when every cent counts.
Company Response:
State: GA
Zip: 30260
Submitted Via: Web
Date Sent: 2020-12-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A