Date Received: 2022-03-30
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: My Coinbase.com mobile app is preventing me from access or transfer my funds for the past 2 weeks. The following message is displayed : Were having connection issues try again. Tried to contact coinbase.com without success. Saw online that this is a common issue with Coinbase.com and the only way to solve it is thru this complaint.
Company Response:
State: FL
Zip: 33496
Submitted Via: Web
Date Sent: 2022-03-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-29
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: Coinbase suspended my Coinbase Debit card ( ending XXXX ) claiming that the card terms were violated. I used this card solely to pay bills in XXXX and XXXX XXXX banks, and that is not in violation of the card terms. I contacted the Coinbase support and they said they can not unsuspend/reactivate the card.
Company Response:
State: NC
Zip: 27455
Submitted Via: Web
Date Sent: 2022-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-28
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXX I have also filed this following report to FTC and have a case number XXXX I bought ethereum coins from Coinbase in XXXX. I was notified by email end of XX/XX/XXXX by Coinbase that I could not get into my account. My account was frozen several times and I called the company and each time spoke to different people who informed me I had to wait until I received an email to start the recovery process to get into my account. It took till XXXX XXXX when i got into my account and retrieved much of the coins and money there and left XXXX ethereum coins in that account as I wanted to wait for the market to improve so I would not lose the money I initially put in.That same day on XXXX that thieves got into my account again and coinbase sent me an email asking me to allow or cancel a transaction to go thru. It was shortly after I had taken out most of my money. I hit the cancel button and it was then that coinbase ignored my cancel transaction and allowed the thieves to take my money out. Now, coinbase tells me that not only dont I have my ehtereum coins in there but that I owe them money. Coinbase owes me money and I repeatedly tell them that. Coinbase had no right to allow the transactions to go thru as I hit the cancel button. Each time I called Coinbase I spoke with different people and made notes of their names, time I spoke with them and date. I told this to Coinbase via email but they ignore what I wrote. The coins were stolen from my account and I want it back. I need help. I need help in retrieving my account. .
Company Response:
State: NY
Zip: 10952
Submitted Via: Web
Date Sent: 2022-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-28
Issue: Fraud or scam
Subissue:
Consumer Complaint: XX/XX/XXXX - my phone service suddenly came to a stop, preventing me from making any phone calls or using cellular data, which I found strange. Later I found out that someone or a group of people used a sim-swap to obtain my phone access and personal information. XX/XX/XXXX - I found out that I had lost access to both my bank account and coinbase account. I contacted coinbase through chat, phone etc whatever I could in order to prevent any feature damage. XX/XX/XXXX - When I got notified of an unauthorized coinbase transfer in the morning of the XXXX, I quickly took action so that the withdrawl could not be processed, and received a confirmation email that it was canceled ( I will include a screenshot of the confirmation email as well ). And after I made the new account, this same amount that I prevented from leaving my account was all that was transferred back to me. All of the remaining amount I had never received any emails or notifications of it being stolen ( Around XXXX USD at the time of event ). I believe that coinbase has the responsibility to return those funds to me. XX/XX/XXXX ~ XX/XX/XXXX - I did everything I could do to strengthen the security to personal information and financial information. Continued to attempt to contact coinbase for transaction history which took them days to respond. XX/XX/XXXX - Since the first request on XX/XX/XXXX of XXXX, it took about a month for coinbase to finally provide my account 's transation history which I used to file police report and currently escalated to a fraud detectives ' case and under investigation.
Company Response:
State: CA
Zip: 91765
Submitted Via: Web
Date Sent: 2022-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-28
Issue: Problem adding money
Subissue:
Consumer Complaint: Hi I am a Coin-base Inc user and I have a problem accessing my assets. I believe this is unfair, it says we are having connection issues. Please quit the app and try again. Your funds are safe. This has been happening for 4 days now and I can not access this part of my account.
Company Response:
State: CA
Zip: 90403
Submitted Via: Web
Date Sent: 2022-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-28
Issue: Fraud or scam
Subissue:
Consumer Complaint: On Monday, XX/XX/2022 my SIM card was fraudulently ported to a new device at a XXXX store in XXXX, IL resulting in approx. $ XXXX being transferred from a Coin Base investment account within about 45 minutes. Here is how it happened : At XXXX on XX/XX/2022 I received a text stating there was a request to access my account at a XXXX store in XXXX IL XXXX Once I saw the text around XXXX I attempted to check email and call my wife but realized my phone was no longer working. The only number I was able to call was XXXX customer service. When I called XXXX I was told my SIM card had been ported to a new device and I needed to go into a XXXX store because without access to my phone the call center employee on the phone was unable to verify my identity and help me. Eventually authorization was given and I was able to get the SIM card moved back to my device. In the meantime, a total of $ XXXX from withdrawn from a coin base investment account. Once I was able to long into XXXX mail again I saw I had email from Coin Base notifying me my password had been changed. When I logged into coin base I saw that at XXXX nearly $ XXXX had been withdrawn from the account. A series of 450 transactions of {$50.00} each had been processed by Coin Base between XXXX and XXXX. I am appalled at the lack of account monitoring in place at Coin Base. A total of 450 transactions at {$50.00} each were processed in a matter of minutes without a freeze on the account. This was clearly suspicious activity and the account should have been frozen. Even a minimum level of account monitoring should have flagged this activity and put a stop to it. Coin base refuses to engage in a conversation about the theft and has clearly indicated they will not be doing anything about it.
Company Response:
State: WA
Zip: 98040
Submitted Via: Web
Date Sent: 2022-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-27
Issue: Fraud or scam
Subissue:
Consumer Complaint: OK... so i sighed up with them to be able to buy and sell XXXXXXXX XXXX. Things went well for a while when all of a sudden buy for {$100.00} kept coming up without my authorization. the first couple of times i just transferred money because i thought that these were just transactions I had authorized, and it was taking some time to complete. However, it kept occurring. When I stopped funding the account, they automatically started selling some of my holdings to satisfy the by. We went back a fourth several times both voice and email, but nobody knew what was going on. During one conversation one of their agents told me I had placed a recurring buy order. NO WAY. I may not be a wall street broker, but I have been playing in the market both with and without a broker for decades I know how to place an order. So, in the meantime my computer crashed and after I rebuilt it their site saw me as a new location and wanted verification, the same way as when I signed up OK, reasonable. However, that is when things went south ( the attached document is an audit trial of our emails ). I submitted data after data, including the original documentation that was accepted. I even used HD images of the documents ( license, mainly ). No matter how many times I did that, it kept coming back as unusable. When I tried to communicate with them, they just send out standard replies that I have to be registered before they can help me. Hellooo ... they just did not seem to understand reregistering has failed over and over. At that point I was starting to boil over and got nasty. Not threatening, just telling them to close my account and give me back my money ( its about $ XXXX I cant verify because I can not log in ). Their last communique was that I was breaching their rules of etiquette. I probably was bordering on rudeness. But I was not getting anywhere, and frustration was at its peak! They threatened to close my account. YAY, problem solved, or so I thought. I returned their email with please do that and send me what is in my account. However, I head nothing more from them in spite of me sending several more emails trying to get them to close the account. They have ghosted me. I have sent email after email inquiring what is my status but they have not replied. I have not seen my money nor any communique that my account has been closed. BTW, when I tried to resolve this via voice. I was told there was nothing they could do internally. It had to be done by me on the web site ( even though I told them I can not log in no matter what I tried ) They even said they would escalate since the person I spoke with could not find proof that I had placed an ongoing buy order in place within a couple of days. However, no one ever got back to me. So, I need help to get my funds back. I feel they are keeping my funds illegally and this borders on, if not, actual criminal activity. They have refused to follow my instructions and requests. No matter what they think or what has transpired, I have a right to get my money from them!! l The attached is a transcript of my communiques with them. Pease help... Tks XXXX XXXX
Company Response:
State: CO
Zip: 80110
Submitted Via: Web
Date Sent: 2022-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-26
Issue: Fraud or scam
Subissue:
Consumer Complaint: XXXX XX/XX/22 Coinbase to XXXX for tax payment to XXXX supposedly I am being told to pay another XXXX before my funds will be released from crypto trading on XXXX.
Company Response:
State: CA
Zip: 95131
Submitted Via: Web
Date Sent: 2022-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-25
Issue: Fraud or scam
Subissue:
Consumer Complaint: File a Complaint Feedback from consumers is vital to XXXX. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Your complaint details : First Name : XXXX Last Name : XXXX XXXX : XXXX Phone : XXXX XXXX Address : XXXX XXXX XXXX XXXX : OH City : XXXX Zip : XXXX Country : XXXX Description of Complaint : Coinbase demonstrates the like and similar pattern and practice of illicit and/or dilatory behavior described by many other Complainants. Following is a fragment of evidence found in the complete record : Sun, XX/XX/XXXX at XXXX XXXX XXXX there, Thanks for contacting us. We see that youre having difficulty accessing your account and we're ready to help. After our further investigation, it shows that your account has been taken over by the attacker and they were able to change the email address on your account. Our records indicate your account was accessed on XXXX, XXXX XXXX from an unknown IP address and device. This IP is authenticated with your password, your 2FA security codes and the device confirmed via hyperlink sent to your email. This means the attacker had access to your password, 2FA security codes and email to conduct this activity. Using these compromised credentials, they were able to initiate the following buy : XXXX, XXXX XXXX XXXX Wallet XXXX XXXX {$37.00} Please follow these steps : 1. Create a new Coinbase account using a different email address at https : //www.coinbase.com/signup 2. Add and verify a phone number. For security purposes, do not add and verify a VOIP number. 3. Complete the ID upload and live photo ( selfie ) when prompted at : https : //www.coinbase.com/verify-document? Coinbase, Inc XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX ( XXXX ) XXXX If you have any questions or concerns, please contact the XXXX assigned to your complaint : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX Email this XXXX ( XXXX ) XXXX facematch=true. These steps will help us verify your ownership of the previous account. Please inform us when you've finished these steps. After we complete a review of the information, we can transfer the balance from the inaccessible account to your new one. DONE and Coinbase still fails to lawfully transfer assets they do not own with endless BS. I DEMAND Coinbase immediately pay out my approximately XXXX XXXX, .1 ETH, 1 LTC, and all other assets held immediately to my new account which has been verified and the same you have been found to snoop on, or my prior known Bank Account ending in XXXX, or my address of record prior to this suspicious alleged " hack '' from an " unknown IP '' with an unlawful bypass of the established 2FA regulation which is under investigation. Desired Settlement : Refund plus punitive damages and referral to criminal
Company Response:
State: OH
Zip: 454XX
Submitted Via: Web
Date Sent: 2022-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-25
Issue: Fraud or scam
Subissue:
Consumer Complaint: Coinbase , Inc . In a response to my prior CFPB complaint # XXXX, you stated, " In relation to your specific question about why cryptocurrency sends were not delayed 48 hours after a password reset was initiated from an unknown device, this was not a feature offered by Coinbase at the time of the alleged unauthorized activity on your account. During the time in question, a password reset was delayed by 24 hours on your account, once the 24 hours had elapsed, the alleged unauthorized third party was able to proceed with the password reset using your compromised email address. '' This is false. Below is the timeline of the actions and theft of my funds : Unauthorized Coinbase Password Reset Time : Same Minute at XXXX The correct information of Coinbase password request and password completion is as follows : IP address XXXX password REQUEST on XX/XX/2021 XXXX IP address XXXX password COMPLETE on XX/XX/2021 XXXX This password completion was performed and successful with the SAME MINUTE and not the 24 hour time elapsed, you claim. Verified Second Factor Time : Same Minute @ XXXX ( See document attachment ) New device Completed. Confirmation completed Time : Same minute @ XXXX Unauthorized Transfer of BTC Time : XXXX ( XXXX minutes after Coinbase password reset ) Unauthorized Transfer of ETH Time : XXXX ( XXXX minutes after Coinbase password reset ) Attached on this complaint are the screenshots on your network involving my account. Includes the timestamps of Requested Password reset, Password Reset completion, Verified second factor, New device Completion. Also, the 48 hour security hold time of funds-sends was and is a feature. Next, I immediately took precautions and froze my account. I received a confirmation email from Coinbase On XX/XX/2021 at XXXX pm and another on XX/XX/2021 XXXX that shows I FROZE MY Coinbase account. The 2 screenshots are provided on this complaint and are attached. Time : Confirmation is less than 10 hours of password change. My action is less than confirmation email. YOUR SECURITY FEATURE of 24 hour password delay that you claim had elapsed on my account is incorrect. IF YOU ENFORCED YOUR SECURITY FEATURES you promote, publish, I would have my funds. What you are doing, and what you've done is classic fraud. At this point you are fabricating the timing and events that took place on my account to attempt to have no responsibility and blame it on a phone carrier. I continue to submit all facts on this case, including this deception to the Attorney Generals Office of California, as well as the FTC.
Company Response:
State: CA
Zip: 95023
Submitted Via: Web
Date Sent: 2022-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A