Date Received: 2020-10-28
Issue: Fraud or scam
Subissue:
Consumer Complaint: I noticed that a transaction was made in my XXXX wallet of {$2000.00} USD of BTC. So I decided to move the bitcoins to my bank. That same day XX/XX/2020 I filed a support ticket on the website since their phone number is only gives on option to lock the account. The next day, I recied a message that the I was sent a message saying my account had been locked. The website locked my account when i called to ask about the unauthorized transaction. I then had to take a picture of the front and back of my id and take a picture of my face for recovery. They said it would take 48-72 hours to respond. Today XX/XX/2020 I received an email saying my account was unlocked. I was able to get into the account ater several tried the app let me in and there is XXXX $ in it and all the transactions are all gone. I logged into my bank and they had in face charged my credit card a XXXX $ transaction fee. It says its for an ACH Withdrawal from coinbase.com XXXX. The fee was made on XX/XX/2020. I will be calling my bank to dispute the charge. Since my money and transactions have been removed I believe this to be a scam. Support keeps sending me into a loop on the website to change the password. I recievd an email that read : You sold for {$2000.00} USD of BTC We expect your sale to be completed by XX/XX/2020. Reference code XXXX Payment method USD Wallet Date XX/XX/2020 Amount XXXX BTC Exchange rate @ {$12000.00} / BTC Subtotal {$2000.00} Coinbase Fee {$30.00} Total {$2000.00} My account balance is now XXXX $
Company Response:
State: CA
Zip: 94523
Submitted Via: Web
Date Sent: 2020-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-27
Issue: Fraud or scam
Subissue:
Consumer Complaint: I borrowed a total amount of {$1700.00} from Coinbase.com. I paid back {$1600.00}, so I only owe {$72.00}, but my loan balance shows that I owe {$950.00}. I contacted their customer service but they said they don't see anything wrong. I attached my loan transactions and Coinbase response.
Company Response:
State: NC
Zip: 27707
Submitted Via: Web
Date Sent: 2020-10-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-23
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Hello, On XX/XX/XXXX, I transferred XXXX XLM crypto coin being valued about {$6300.00} from my hard wallet to Coinbase wallet. The fund successfully left my wallet and landed at Coinbase, but was not deposited to my Coinbase wallet. I reached out to Coinbase customer service and opened a ticket. They requested additional information regarding the hash ID and transaction ID. I provided all they needed. To verify further they requested that I should transfer exactly 15 XLM coin, to be sent out exactly from my original address as the one under question, and to be sent to the exact destination address. I did exactly as instructed and provided them with confirmation screenshot and all the information about the requested transaction. Since then they have not been responsive and have not provided any update. I opened another ticket to address the issue, but no luck yet. Since cryptocurrencies value fluctuates, and I wanted to liquidate them, the value of my coin has decreased since then. I'd very much appreciate your assistance and support in this regard. Sincerely,
Company Response:
State: CA
Zip: 94597
Submitted Via: Web
Date Sent: 2020-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-19
Issue: Fraud or scam
Subissue:
Consumer Complaint: Message : Hello! I am bringing to your attention my case against coinbase.Basicaly i have both wallet and main account with them.I hold some cryptocurecies with them witch i hope of some profit later in the years to come.Reason i have contacted you is because i transfered some funds from my coinbase wallet to my coinbase main account and the money never reached my account and my wallet is empty ( had an error due to some sort if miner fee, and after the coinbase customer support advise to unistall and install the app again the funds gone missing ) I tried to contact coinbase and they gave me a ticket number but instead of giving me my money back they refused to respond my emails.Please find bellow the case refference number from coinbase : Case # XXXX - transferring funds from Coinbase wallet to Coinbase I belive you are the most appropiate institution to speak in order to get my funds back! Thank you for your time reading this, and looking forward to your reply!
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-14
Issue: Other service problem
Subissue:
Consumer Complaint: The company Coinbase is used by me to exchange, convert, and purchase crypto currency and USD. It is normal for users to have limits on the USD amount that can be spent using various methods of payment. My initial limit, which I can not recall, was raised upon verifying my identity as well as other requirements set by Coinbase to $ XXXX/week through my debit card and we'll above {$1000.00} via bank transfer. I recently sign in to purchase and exchange Bitcoin as usual, only to find that my limit was reduced to $ XXXX/week. Upon my last login, my limit for bank transfer was reduced to {$0.00} and I was not allowed to initiate another purchase or transfer. I asked support why my limit was decreased, and they ave refused to provide a reason. Upon emailing support regarding the issue, I received a reply from " COINBASE SUPPORT '' denying that they are coinbase support and therefore can not assist me with my case. However, this email I sent, which they replied to making this false claim of identity, was in response to an email received from coinbase support, with a case number referenced. So, I don't know why I am being lied to, but, assuming they are telling me the truth, then this raised privacy issues and concerns considering I was never made explicitly aware that I would not be communicating with support from coinbase staff when exchanging emails about my account.
Company Response:
State: CA
Zip: 90803
Submitted Via: Web
Date Sent: 2020-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-13
Issue: Fraud or scam
Subissue:
Consumer Complaint: Hello, i hope that everything is well I was w orking on Coinbase very well but right now my account is under review and i cant send or receive money there, i have around XXXX $ there friend, and i'm really scared about. They can't talk with me via Email, i've opened a ticket but they closed it few day after
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-13
Issue: Other service problem
Subissue:
Consumer Complaint: i have had an account with coinbase.com since XXXX and have been a great customer without issues. on XX/XX/XXXX i tried to purchase some virtual account with my account, then i got an error that my account has been XXXX. i taught this may have been for my security but when i contacted support, i was informed that my account has been closed. i ask the reason and they declined to give me one not even an email notice of any sort. please investigate them 1 ) the stop buy and sell orders whenever the price of virtual currencies are % 30 to the upside. 2 ) i would at least want to know why they closed my account ( i deserve to know its my account ) 3 ) They have my personal information and i want is disposed from their service.
Company Response:
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2020-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-13
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: On XX/XX/2020 I transferred a total of {$570.00} from my bank account into my newly created " Coinbase '' account. " Coinbase '' is a platform used to buy bitcoin / crypto currency. Weeks after my investment, " Coinbase '' shrunk my account down from {$570.00} to just {$300.00}. In other words, roughly {$270.00} went missing / has been stolen. After many attempts trying to gain clarity, " Coinbase '' stated this had happened because my bank account had insufficient funds the date of the transaction. However, after contacting my banking institution, they found the funds to be sufficient at the time of the tranfer, debunking the false claim made by " Coinbase. '' Long story short I have been robbed and something needs to be done about it. Case # XXXX Coinbase.com XXXX XXXX, CA XXXX
Company Response:
State: PA
Zip: 189XX
Submitted Via: Web
Date Sent: 2020-10-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-11
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I have attempted to regain access to my Coinbase account since XX/XX/XXXX XXXX. I have sent photo id drivers license, and opened account to find no money!! And a message that my portfolio could not be acessed. The phone number the give gives no access to live representive. Since XXXX i have spent hours to try to acess my account tickets prove to be a series off complicated lost of things to do.
Company Response:
State: PA
Zip: 166XX
Submitted Via: Web
Date Sent: 2020-10-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-05
Issue: Fraud or scam
Subissue:
Consumer Complaint: XXXX by XXXX allowed my phone number to be reassigned to a different device in the middle of night and reverted it back to my original sim about 25 minutes later. My security on the account is a PIN - which was bypassed. As the fraudster now could get my text messages, they were able to click 'forget password ' on my CoinBase accounts and get the text verification codes to steal all my alt currency. Description of events below : Approx. XXXX ET on XX/XX/XXXX, my phone showed a " no sim card '' 'error ' and I called XXXX from my home phone. A few minutes into the rep looking to see what was going on, service was restored. Approx. XXXX ET on XX/XX/XXXX, my phone once again showed a " no sim card '' 'error ' and I called XXXX again from my home phone. The CS rep asked if I had possession of my phone - which I did - and she suggested taking the sim card out and reinserting it. That seemed to have worked. Approximately XXXX on XX/XX/XXXX, I received 2 texts from XXXX that my autopayment of {$15.00} was successful. Immediately I called XXXX again to asked what charges were for. I was asked if I had just been in a store switching devices. I let rep know that NO, NOT ME. The rep said something looked 'odd ' or 'wrong ' as my PIN seemed to have been bypassed. They suggested I go to a local store to see if the change was in person and which store. That phone reps can't tell me, but a store could look it up. Meantime, I realized something was wrong and logged into my CoinBase accounts. Passwords were not correct and I had to reset them. Upon resetting, I logged in to find all my alt currency stolen!! As well, they transferred $ XXXX from my XXXX account ( CoinBase limit ) to buy more and then move to their account. I immediately contacted CoinBase to tell them fraud, but they don't have a person to talk to. The support number disabled my accounts. So I then emailed support. CoinBase responded it did appear fraudulent and they would investigate, but my money is gone. To unlock my account I needed to reset password again. ( Since I had no more money, why would I do that!? ). I ended up calling XXXX customer service at least one other time after I found the fraud and another agent confirmed something was strange as my PIN was bypassed to make the switch as well as my PIN appears to have been changed. I filed complaints with FCC, FTC, and IC3. I also filed a police report. XXXX was able to recover my $ XXXX. CoinBase refuses to reimburse stolen crypto. I went to a local XXXX store who looked up my account. They also said something was strange as my device was moved to an XXXX ( or XXXX ) and looked like was done without ID verification. Then shortly thereafter moved back. After my FCC complaint, XXXX XXXX with XXXXXXXX XXXX office of the President reached out to me. She was not very helpful and just said they have their own legal team to investigate how this happened, etc. This team at XXXX is known as XXXX. The detective on my case reached out to XXXX XXXX XXXX XXXX and XXXX seemed to be cooperative and told him they'd keep him posted. However, as soon as they conducted an internal investigation, they stopped cooperating with local law enforcement. Detective XXXX then filed a search warrant about 5 weeks ago, and XXXX has not responded. Nor will they return his calls. XXXX 's response to the FCC was not helpful, but does seem to incriminate them a bit as they said, " on XX/XX/2020 at approx. XXXX PDT the sim card assigned to her line of service ending in XXXX was changed '' They then say, " It is important to note, as of XX/XX/2020, at approx. XXXX PDT reverted the SIM card on the line of service ending in XXXX ... ..letter to FCC that she XXXX not authorize or request the sim change '' XXXX XXXX letter also states, " if necessary, XXXX by XXXX will fully cooperate with any investigation undertaken by local law enforcement ... '' NOTE : They no longer return detectives calls nor have they responded to search warrant filed about 5 weeks ago. NOTES : I called CS 2x couple hours before they made the change complaining my phone wasn't working and I had a sim card error. I made it clear that I needed THAT phone ( with original sim card ) to be working. This should have been a red flag to BOTH CS reps. It was not until about 4.5 hours later my number was reassigned so proof it wasn't me. AND, why would XXXX revert the sim card back?? This doesn't say I ( or the person pretending to be me ) requested the change, rather that XXXX reverted it back. Did they know this was fraud and failed to tell me? As a result of XXXX allowing my phone number to be reassigned to a different device in middle of night - and after I already called CS TWICE that I was getting 'no sim card ' errors, fraudsters were able to click 'forget password ' to then get verification texts on my CoinBase accounts and reset passwords and remember that device, etc. As a result of XXXXXXXX XXXX error of allowing my phone number to be moved for around 25 min in the middle of the night AFTER I alerted them of sim card errors, I'm out around {$6000.00} - {$10000.00}. As the price of crypto currencies vary, the value of loss varies. CoinBase confirmed seemed fraudulent and refuses to reimburse my crypto. As well, CoinBase confirmed my accounts were locked, yet they provided a breakdown of transactions to Detective XXXX AND COINBASE ALLOWED TRANSACTIONS AFTER ACCOUNTS WERE LOCKED! The fraudsters likely have the wallet IDs, but wallet is locked, NO TRANSACTIONS should be allowed. Heck, even I, the owner, can not access. Yes, I did reset the passwords on XX/XX/XXXX and changed from text verifications to XXXX Authenticator, but asked the accounts to remain locked. CoinBase confirmed via email that my accounts are locked. They have NOT responded to my questions of how is there activity post account lock. This complaint is against both XXXX and CoinBase. Important to note that a few weeks prior to this, XXXX had a nationwide outage that they claim was router related I think. I believe they were hacked and all customers information was hacked as well, but that they will not admit this is the case. The only way my sim card info with email address and phone number could get in wrong hands is if they have internal fraud or were hacked and FAILED to alert consumers. As XXXX is NOT cooperating with local law enforcement after their internal investigation, I suspect a cover up of wrong doing. And one that cost me, and maybe others money. I would advise any person with XXXX or XXXX who had any ID theft or bank/crypto fraud after their nationwide outage to call them to ask if their number was temporarily reassigned to another device around the time of fraud. Any help in recovering lost crypto funds is appreciated! And any help holding XXXX liable is also appreciated!
Company Response:
State: GA
Zip: 30328
Submitted Via: Web
Date Sent: 2020-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A