Date Received: 2024-01-04
Issue: Other transaction problem
Subissue:
Consumer Complaint: Coinbase ( Financial Institution for Crypto Trading Platform ) has the ability to link bank accounts for quick, easy transfer of cash to and from a customer 's bank account and Coinbase. Coinbase previously has my joint account linked for years- no problem. Cash to and from was fine and trading was fine. I tried to link a new joint account of mine and my husbands to Coinbase to continue trading but Coinbase exclusively used the XXXX app to verify bank accounts. After XXXX would not link I contacted Coinbase directly. Coinbase requested documentation- bank statements and checks to verify that I am a joint owner on the account. Coinbase reviewed and agreed that I am an owner to conduct business with the bank account. However, Coinbase refuses to link the accounts saying that they " can not verify '' my account as I am a joint owner and not the first XXXX listed. Under XXXX rules, I am a joint account owner can conduct business with a bank account. I notified them of this error and they still refuse to allow me to utilize my bank account. I am filing this complaint with the CFPB for a change of business practices with Coinbase ( and possibly XXXX for that matter ) and notify of potential discriminatory behavior.
Company Response:
State: MN
Zip: 551XX
Submitted Via: Web
Date Sent: 2024-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-04
Issue: Fraud or scam
Subissue:
Consumer Complaint: I was victim of XXXX XXXX XXXX XXXX they had video showing you could get more XXXX if i send the XXXX to certain address so i send the XXXX to the address but it was fraud.
Company Response:
State: NJ
Zip: 078XX
Submitted Via: Web
Date Sent: 2024-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-04
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: I am writing to follow up on my previous correspondence regarding unauthorized transactions that took place on XX/XX/2023, resulting in a substantial loss of {$2600.00} worth of cryptocurrency from my account Coinbase Google extension wallets. This is from the policy report that I had submitted shortly after. The actual cryptocurrency wallet address here are abbreviated : -- POLICE REPORT : I am writing to report fraudulent transactions that occurred onXXXX XXXX XXXX involving my BlockFi.com account. On that date, two unauthorized transactions took place, as detailed below:1. **Bitcoin Transaction : ** - Sent Bitcoin : XXXX XXXX - Amount : XXXX - From : XXXX - To : XXXX - Date : XXXX AM XX/XX/2023 - Transaction hash : XXXX - Status : Complete - Network fee : XXXX XXXX XXXX - Total cost : XXXX. XXXX XXXX XXXX XXXX - Sent Ethereum : XXXXXXXX XXXX - Amount : XXXX - From : XXXX - To : darllymane.cb.id XXXX - Date : XXXXXXXX XXXX XXXXXX/XX/2023 - Network : XXXX XXXX Transaction hash : XXXX - Status : Complete - Network fee : XXXX XXXXXXXX XXXX - Total cost : XXXX -- -- I am writing to seek confirmation that I will be reimbursed for the stolen amount of cryptocurrency by Coinbase XXXX Despite my previous reports and requests for assistance, I have not received a response regarding the reimbursement of the stolen funds. The loss of this substantial amount of cryptocurrency has had a severe impact on my financial situation, and I kindly request your immediate attention and confirmation that the stolen funds will be reimbursed to my account. Your cooperation in resolving this matter and providing assurance of reimbursement would be greatly appreciated. Please provide updates on the ongoing investigation and the measures being taken to address this issue. Additionally, I kindly request a timeline for when I can expect the reimbursement to be processed. Please let me know if there is any additional information or clarification required to expedite this process. I look forward to your prompt response and confirmation of reimbursement for the stolen amount of cryptocurrency. Sincerely, XXXX XXXX XXXX
Company Response:
State: FL
Zip: 33714
Submitted Via: Web
Date Sent: 2024-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-03
Issue: Other transaction problem
Subissue:
Consumer Complaint: Subject : Urgent : Unauthorized access & BTC transfer from Coinbase account. I am writing to report a serious security breach on my Coinbase account that resulted in the unauthorized transfer of Bitcoin ( BTC ). Please consider this email and the attached evidence a formal request for a Continued investigation and restitution. Coinbase has also been contacted and responded to the Cyber Crime Unit Detective XXXX of the XXXX XXXX, FL police department. Detective XXXX is also working with Federal Authorities on my behalf for this theft and breach of Coinbase security. Evidence of unauthorized access : Double-factor authentication : My account is protected by both SMS text code and XXXX XXXX XXXX for logins. Despite this, Coinbase security failed to recognize an unknown device used to access my account. Both my phone and computer, devices associated with my account for years, displayed " Not My Device '' warnings upon unauthorized login attempts ( see attached screenshots ). Coinbase Chat transcript ( XXXX XXXX, XX/XX/XXXX ) : During a chat, a Coinbase employee confirmed that transferring BTC requires a XXXX Authenticator code, impossible without access to my phone or a SIM swap. Restaurant receipt and XXXX location data : At the time of the transfer ( confirmed by transaction details ), I was at a restaurant ( verified by receipt, available upon request ) and my phone was with me away from home and my computer was turned off ( XXXX data available upon request ). Questions and concerns : How did the hacker bypass Coinbase 's " Not My Device '' security measure and initiate a transfer with an unrecognized device? The failure of Coinbase 's device recognition system alone suffice as evidence of a security breach and Coinbase 's liability for this loss. If the XXXX Authenticator code was used to verify the transfer of the XXXX BTC, please supply me, my attorney 's and Detective XXXX with proof of the XXXX Authenticator code used. I request a CONTINUED thorough investigation of this incident and a full refund of the stolen XXXX BTC. Please contact me, or XXXX XXXX or my attorneys XXXX XXXX XXXX which you have already have been contacted to discuss this matter further and provide any additional information you may require. My name is XXXX XXXX XXXX. I was scammed out of {$100000.00} of Bitcoin BTC from Coinbase and I believe it was an inside job. On XX/XX/XXXX, in the evening XXXX XXXX eastern time, I tried to log into my Coinbase account to transfer some Bitcoin ( BTC ) from my XXXX XXXXXXXX XXXX hard wallet. I was unable to log in, so I tried to reset my password. I entered a new password and tried to log in again several times, but I was still unable to sign in. I was not locked out of my account, but I didn't want to continue entering incorrect passwords in order to avoid locking it. I proceeded to click on the Coinbase support chat. I am certain that I was on the Coinbase chat page, and I did not leave the site to open another page, XXXX search for Coinbase support, or search for a Coinbase phone number. I continued on chat, and since my new password wasn't working, the Coinbase chat person provided me with a phone number to call : XXXX. I called this number from my office landline Voice over IP ( VoIP ) phone and spoke with support for 1 hour and 18 minutes. We proceeded to work on my password. I did not disclose the new password, and the support person did not ask for it on this call. All the while I was on the phone with the support person, I was also still on the Coinbase chat. The chat person would ask once in a while if I was still active, and I replied yes. I got disconnected from the XXXX number on my office phone, and almost immediately the same support person called my mobile. I did not disclose to the support person on the office phone what type of phone I was on, nor did he ask. I have no idea how the fake support person from XXXX could have known my mobile number and my tenure as a Coinbase customer. The guy on the phone already knew that information. With that, I had no reason to distrust him. Once the support person on the XXXX number called my mobile, we were able to log into my account along with the chat person. The fake support person on the phone knew of my long account history and proceeded to tell me that for IRS reasons, I needed to transfer the XXXX BTC back onto Coinbase that I moved from Coinbase in XX/XX/XXXX due to my long inactive account history. Once I gained access into the Coinbase account with my hard wallet plugged in, I proceeded to transfer the XXXX BTC into the Coinbase Vault. The support person on the phone acknowledged that was the safe thing to do. But, the support person on the phone said I should approve the transfer from the BTC Vault that same night, XX/XX/XXXX, XXXX. I trusted him because he knew things about my account that I did not disclose. He asked about my Ethereum ( ETH ) assets as well, and I informed him that I was not transferring those, nor would I remove various other assets from the Coinbase Vault to the Coinbase exchange. I was on the phone for a total of XXXX hours from my office phone and mobile phone. After the transfer of my BTC from hard wallet to Coinbase Vault was complete, and my authorization from Vault to Exchange was complete, we hung up. I did not 4 speak with him or chat since that final time on XX/XX/XXXX, XXXX. I returned home on XX/XX/XXXX at XXXX XXXX from the restaurant to transfer my needed XXXX BTC to USDC and move the remaining BTC back to my hard wallet. To my stupidity and shock, I saw that my XXXX BTC had been transferred out 10 minutes prior to my arrival home. I then spent more hours on chat and voice support regarding my issue. Over the proceeding weekend with XXXX chats, I have found that this similar issue has happened to others and the sophisticated hack, knowledge of accounts, history, other assets, has to be a partial inside job within Coinbase relaying information to attackers.
Company Response:
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-02
Issue: Trouble accessing funds in your mobile or digital wallet
Subissue:
Consumer Complaint: Coinbase I have not been able to access my Coinbase account for several weeks. Have tried multiple times to regain access. Keep getting the run around. I think they are trying to steal my XXXX. Their support line has not been able to unlock it. I have requested to go to a higher level of support but have been denied. When trying to prove my identity, they say if I call them it will take XXXX weeks longer. This is a threat to continue to delay my access. I have not been able to buy or sell anything since XXXX XXXX. I keep getting the run around.
Company Response:
State: OK
Zip: 74012
Submitted Via: Web
Date Sent: 2024-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-03
Issue: Other transaction problem
Subissue:
Consumer Complaint: I received an email today XX/XX/XXXX from Coinbase to log in and provide my drivers license. I did so and promptly received an Account Closure email without any way to contact them as to why and how to get my money out- which was invested in XXXX XXXX. The only way they will help you is if you sign in to your account- which I can not do since they deleted the whole thing! I even tried a support email address from XXXX and it only returned a no-reply email saying I have to log in to contact them. Screen shots have been provided with this complaint. Today XX/XX/XXXX I also tried to create a new account and it too was immediately closed. I had originally invested {$500.00} in XXXX XXXX in XXXX and my last balance today XX/XX/XXXX was around {$210.00} ( which fluctuates constantly ). My bank information was connected and I want to sell the position and have my remaining funds returned to me. As well I need to be provided with my tax documents related to selling the position. They intentionally have obscured their contact information behind a website that I can not log into. Their XXXX # only directs you to log in and use the " chat '' feature. Thank God I am not in for thousands of dollars but any amount of wrongfully closing the account and taking the money is WRONG. Please help me get my funds back as a legal US citizen that has not committed any kind of fraud.
Company Response:
State: HI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-02
Issue: Fraud or scam
Subissue:
Consumer Complaint: Continued on going fraud and identity theft from other entities using email and personal information to set up or change account details notified fraud and phishing departments numerous times
Company Response:
State: WA
Zip: 98408
Submitted Via: Web
Date Sent: 2024-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-01
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Subject : Complaint Regarding Unjustified Account Freeze and Delayed Resolution by Coinbase Dear Consumer Financial Protection Bureau ( CFPB ), I am writing to file a formal complaint against Coinbase , Inc., regarding the ongoing freeze on my account and the unreasonable delays in its resolution. Account Freeze and Financial Hardship : Since XX/XX/XXXX, my Coinbase account has been frozen, restricting access to {$14000.00} of my funds. The alleged reason for the freeze is " suspicious activity, '' but I have received no specific details about this activity despite repeated attempts to clarify the situation. I have contacted Coinbase customer service via phone on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and attempted to provide any necessary information to expedite the investigation. However, each call resulted in a further delay in accessing my funds. The latest estimated resolution date, originally XX/XX/XXXX, and has been pushed back several times to XX/XX/XXXX, a delay of 60+ days, with no clear explanation or update on progress. This ongoing freeze has caused significant financial hardship. I have missed out on time-sensitive investment opportunities, resulting in a loss of several XXXX dollars. The constant uncertainty and shifting timelines exacerbate my stress and disrupt my financial stability. Transparency and Fair Treatment : I vehemently assert that my account does not exhibit any genuine " suspicious activity. '' On XX/XX/XXXX, a customer service representative confirmed that their system did not detect any frozen activity on my account. I am a legitimate user of the platform and have always complied with Coinbase 's Terms of Service. In addition, one the first call ( XX/XX/XXXX ) the service representative said my account would be escalated and reviewed in 3-5 business days. When I made the second call after not hearing back in this time frame, I was told it had been rejected with no explanation or notification. I have called 3 more times after this each opening a new ticket to be escalated each call and have not heard and feed back about these tickets. On the last call on XX/XX/XXXX the date at which my account was supposed to be available the representative told me they had pushed it back an additional 60 days. I was not informed of this. through this time I had re-verified my ID and sent emails responding to coinbase about myself and intent of using there platform ( which they requested ). I have asked to speak tho a manager each time on the phone and they will nnot give me anyone to talk to.They have completely left me in the dark after taking my money costing me {$1000.00} 's in investment opportunity cost. Therefore, I demand immediate action to rectify this situation. Specifically, I request : A full and transparent explanation for the account freeze, including the precise details of the alleged suspicious activity. An expedited review of my case and a guaranteed timeline for regaining access to my funds. Direct communication with a dedicated representative who can provide regular updates on the investigation 's progress. While I understand the importance of Coinbase 's security protocols, the current handling of my situation is unreasonable and inflicts undue hardship. I expect a prompt and fair resolution to this matter. Attached to this complaint are copies of my communication history with Coinbase, including call logs and email transcripts. I urge you to investigate this matter and hold Coinbase accountable for their unfair and detrimental practices. Thank you for your time and consideration. Sincerely, XXXX XXXX
Company Response:
State: TX
Zip: 77008
Submitted Via: Web
Date Sent: 2024-01-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-01
Issue: Fraud or scam
Subissue:
Consumer Complaint: In late XXXX of 2022, I received a text that there was transaction activity in my Coinbase account. I could not sign in or even change my password. I have sent Coinbase multiple e-mails for assistance to no avail. As of now my account is still blocked.
Company Response:
State: MD
Zip: 21244
Submitted Via: Web
Date Sent: 2024-01-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Other transaction problem
Subissue:
Consumer Complaint: At the end of XXXX I tried to log in to my Coinbase account which I have had for a couple of years. I was able to log in but when I attempted to make a transaction a message appeared saying " your account is being reviewed and you are unable to process transactions at this time ''. I contacted customer support and it appears that Coinbase had sent me an email requesting updated information and I did not respond. I'm not surprised I did not respond because I get phishing scheme emails weekly and many times they will use the Coinbase logo trying to get personal information. I went through their process and verified my identity and also sent them requested financial information. My account stayed locked and I contacted them again. Customer support said there was nothing they could do because my case had been turned over to their compliance team and they would need to be the ones to un-lock my account. I have XXXX case numbers for youXXXX and XXXX. The fist case number was my original case number and the second is my complaint case number. It has been weeks and I am still locked out of my account. I have emailed and called on multiple occasions and I only get automated responses. I have ask to speak to upper management and they refuse. I have asked for their legal council contact and I get no response. At one point I received and email stating my complaint was resolve and closed ( see attachment ). I understand now why XXXX trading companies need XXXX government regulation. On top of this ... during this " lock-out '' time someone has changed my password on more than XXXX occasion and I did not receive notification. I was able to re-set my password and re-verified my identity twice. My funds were fine but I was still locked out from making any transactions. I am concerned that someone inside of Coinbase may be trying to manipulate my account and I am unable to transfer my funds out of Coinbase. Coinbase support will not let me speak to anyone other than the support group and the support grout says they can not do anything because the compliance group has the hold on my account. They tell me that the compliance group does not speak to anyone over the phone. As far as I know Coinbase may be using my funds for other purposes and that is why they will not allow me access to transfer my funds. In the beginning I was going to just trade some funds but continue to keep them in my Coinbase account. At this point I want to transfer all of my funds out of Coinbase and be done with them. This type of un-professional and un-ethical way of doing business must stop in the XXXX and I will help you anyway I can to expose their actions. I plan to speak to my congressman after this is resolved to see if he wishes to use my story as testimony as to the way this company conducts business.
Company Response:
State: NC
Zip: 28117
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A