Date Received: 2022-07-28
Issue: Other transaction problem
Subissue:
Consumer Complaint: Greetings, my name is XXXX XXXX XXXX XXXX, I have a problem with my coinbase account, on XX/XX/XXXX someone hacked into my account, sold all my cryptocurrency and withdraw that money, after many conversations with the identity department, cripto and funds department ( coinbase ) i havent been able to locate the money, on XX/XX/XXXX they told me ( over the phone ) that it was sent to a debit card ending in XXXX, several transactions, under my name and with my billing address, which card is not mine, coinbase is not providing me with any tool or efficient help to solve this case, they are telling me that for security reasons they can not give me any extra information about the instrument to which the hacker sent the money, calling that person hacker because without my credentials logged into my account, which is not logical because every time i log in coinbase sends me a text message and the same to sell and withdraw money as a two step verification process, which never hapenned, all in all, what i want is coinbase to be responsible for these acts against my interest in their platform, i feel completely unsupported by them because they are not providing me with any useful information, not even in my account statement, in this one they just show that this person sold the criptos but nothing more, during the call of the 21st with them they told me that on XX/XX/XXXX the debit card mentioned before was added and removed within minutes. The amount substracted in XXXX dollars was around XXXX XXXX ( it was all in cryptocurrencies ). Case number provided by XXXX email associated to this account : XXXX After talking for several hours with their departments they told me that their legal team was going to reach out to me because they were able to see that i have a case, their legal team sent me an email, XX/XX/XXXX, saying that they hope that i had all the help that i needed and that they were closing my case, which help should come from them, i really feel that they are mocking of me and can not understand how such a renown company can treat their clients in this way. I request for your help, This are my savings. Here i attach my coinbase account statement and their last email, which has a different case number that the one they gave me over the phone ( the one i wrote on above paragraph ) Thank you for your support, i look forward for you answer.
Company Response:
State: FL
Zip: 32828
Submitted Via: Web
Date Sent: 2022-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-28
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: Coinbase XXXX Debited my account for large sums of money with my permission and on multiple occasions they told me they didn't receive it and can't find it. They deducted the balance from my bank account, they deducted the amount of money in my Coinbase and restricted my account so I can not properly move what is left. I have them full details on transaction ID numbers, dates etc. and they told me in writing they can not find and will not restore or resolve this issue, they instead told me they would escalate the matter to a department I could not reach by phone and gave me no timeline on resolution. I spoke with my banking institution and they told me they had to wait to dispute it because they could not believe an institution like Coinbase could lose money like that at as it is all tracked and very clear. Coinbase 's accounting is also an absolute nightmare, they couldn't tell me how much money I intended to put onto their platform or how much settled on their platform. I have never encountered such an issue, I was unsuspecting as they are very large, in the USA and publicly traded. Their customer service is outsourced, very confusing and they do not have the proper accounting to resolve issues even if they did. I paid for an insurance policy through Coinbase for my account. I attached documentation and can provide more upon request.
Company Response:
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2022-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-27
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: XX/XX/2022 had a preauthorized amount of {$1100.00} at XXXX XXXX XXXX XX/XX/2022 Coinbase received the final amount submitted by the vendor of XXXX XXXX was opened with Coinbase to fix the issue shortly after XX/XX/XXXX. Coinbase refuses to settle the final charge, withholding the excess amount plus a 2 % card reward, refuses to give any basis for this decision and has caused a great deal of emotional and irreparable damage to me. At the moment of this writing I am still being told to wait. Please help.
Company Response:
State: NY
Zip: 10128
Submitted Via: Web
Date Sent: 2022-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-27
Issue: Fraud or scam
Subissue:
Consumer Complaint: My Coinbase account was hacked on XX/XX/2022 while I was on vacation with my family. The individual funded the account through my XXXX XXXX XXXX debit card in the amount of {$2700.00}. Then the individual withdrew the funds in two transactions. The first occurred at XXXX XXXX in the amount of {$2400.00} and the second transaction occurred at XXXX XXXX in the amount of {$330.00}. These funds were sent to a card ending in XXXX. I have been trying to resolve this issue with Coinbase for more than a month and they have not helped me. I have emails in which I showed them these transactions occurred. I have called them once a week for a status update and they just say that the case is under review. The current case # is XXXX. XXXX XXXX XXXX did not refund me the money that was stolen from me since they want to see hard evidence that those transactions were not mine. I asked Coinbase to provide me the full card number and the name of the bank so I can personally go to that bank and report that card number so they know that individual committed fraud as well the local authorities can prosecute the individual. However, it has been more than a month and Coinbase has not helped me on the matter. XXXX XXXX XXXX has a time limit on open fraud claim cases. If I don't get it within 60 days of the day of the claim date then they will close it. For informational purposes, I have been on the phone with them on the following dates : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Can you please help me obtain this information from Coinbase?
Company Response:
State: TX
Zip: 775XX
Submitted Via: Web
Date Sent: 2022-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-27
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2022, XXXX XXXX XXXX I, got an email stating the following Upon careful review, we believe your account has engaged in prohibited use in violation of our Terms of Service and we regret to inform you that we can no longer provide you with access to our service. We respectfully request that you follow the on-screen instructions presented when you sign in to your Coinbase account to send any remaining balance offsite to an external address. But I did not do anything that violated the terms of serivce. So I would like my account reinstated as I did not break the terms of service
Company Response:
State: PA
Zip: 194XX
Submitted Via: Web
Date Sent: 2022-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-26
Issue: Fraud or scam
Subissue:
Consumer Complaint: A scam company contacted me online and advised me to invest in them. I had very little experience in investing/trading so I did everything under their instructions. After I had not made a single XXXX I tried reaching out to them but they had cut all ties with me. I could not retrieve my funds after that. It all happened around XXXX XXXX 2022, I lost : XXXX XXXX which was around XXXX USD at that time.
Company Response:
State: NJ
Zip: 08701
Submitted Via: Web
Date Sent: 2022-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-25
Issue: Other transaction problem
Subissue:
Consumer Complaint: This is a complaint against Coinbase Inc. My account is under this same email alias that I am lodging this complaint. My account with Coinbase and Coinbase Pro ( one account on two different trading platforms ) has been operational since XXXX. I deposited some BTC coins at the end of XX/XX/XXXX. There was a platform service degradation where I couldn't trade ( sell/buy ). When this persisted for a few days, I decided to withdraw my BTC coins back into my hardware crypto wallet. I couldn't because the account was " locked ''. I found out that Coinbase wanted me to complete the KYC process. I then proceeded to upload following documents : 1. Articles of incorporation for my account ( as this is under a business entity ) 2. Banking statement showing the source of funding for this Coinbase account 3. W9 form 4. Personal government identification 5. Completed submission of the following roles - " Primary Control Person 1 '' and " Authorized Representative 1 ''. Unfortunately, when I tried to submit details for " Authorized Applicant 1 '', the KYC program " hung ''. There's a bug. Coinbase Customer Help has not been able to help, and keep creating new support cases that do not address how to complete the KYC. In attached email, you can see that Coinbase had made " .. some modification in the portal to allow you to see KYC application to update your information and documentation. ''
Company Response:
State: WA
Zip: 98042
Submitted Via: Web
Date Sent: 2022-07-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-25
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: Hi, i was using Coibase wallet and was scammed in a arbitrage trading platform on their site called XXXX, i had XXXX worth of XXXX ( about XXXX USDT ) taken from my account without my permission, I have contacted Coinbase but they say it is not their responsibility and say they can not recover my funds.. I did not make any transaction and have lost everything to the scammers. Coinbase will not help me even though we have the wallet address it was sent to and the transaction information. Please help me, i have lost everything and coinbase will not help me.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-25
Issue: Fraud or scam
Subissue:
Consumer Complaint: I deposited {$50.00} with Coinbase. I made {$38.00} in transactions. There should be {$11.00} left in my account from this deposit. My balance is {$0.00} USDC. Further, the balances detail on Coinbase says I have {$17.00} available. If you add up the assets, the total value is not {$36.00}. The balances of each asset ads up to {$19.00}. They ghosted my money and they are absolutely NO HELP in retrieving it. I did not send USDS to anyone. I deposited money, used the Coinbase card for 2 transactions, and withdraw {$13.00}. Thats it. I want my money back.
Company Response:
State: OH
Zip: 43615
Submitted Via: Web
Date Sent: 2022-07-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-25
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2022, out of the blue, without any justifcations or explanations I receive an email from Coinbase stating that they have blocked my account for security purposes and that I can no longer trade nor withdraw funds from my account. I immediately try to contact them via chat, or phone, but both channels are a farce as they have NO agents in line. In both cases it is just a machine providing solutions to technical problems, with no possibility of escalating to a real person. I opened a ticket in their system and again, have received no response, in the space of 11 days. After several followups. It is clear to me that they have liquidity problems and are withholding funds from users, under the pretext of security purposes.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A