Date Received: 2022-01-26
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: Wonder the guise of Free conversion from crypto to crypto coinbase charges a huge spread when making these Free conversations. They need to disclose the spread and the cost of that crypto to crypto transfer.
Company Response:
State: NY
Zip: 11104
Submitted Via: Web
Date Sent: 2022-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-26
Issue: Fraud or scam
Subissue:
Consumer Complaint: We had the exact same scam but we lost over {$3.00} XXXX in total. We are operating on XXXX XXXX and he has a browser in it to use dapps he is a listed company and is also regulated by the US government I don't know why he can allow fraudulent links to use on his platform this is his Vulnerability and now many people have been victimized. My friend was in the UK and then I was in XXXX and we were defrauded of {>= $1,000,000} in total. I'm pretty sure there must be XXXX people in this scam group because their customer service can speak XXXX. His authenticated link appears on his trading platform and his own link has no way of being on it. I hope you can work with the FBI or the Coinbase platform to help us get back the lost funds, or I think Coinbase needs to be responsible for this bug because it's really his bug 1. My first money of over {$250000.00} was transferred on XX/XX/2021 2.They moved all the money from my wallet because of the smart contract 3. XXXX This address is where this XXXX was transferred Later, their fake customer service gave me another XXXX because they said they needed to be forced to pledge. XXXX XXXX I transferred more than XXXX and XXXX to these two addresses respectively, but they did not show in the wallet records because he said that we need to apply for an exclusive channel and then gave us the address directly. But others took it back, so I can't see it now. Currently my own account has almost XXXX in it my friend 's account he will submit to you himself. Below I also attach the conversation with their fake customer service with me. I'm in XXXX and I'm pretty sure their main location is in the US so would like to ask you to work with the FBI and help us recover the stolen funds.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-24
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: On XX/XX/2021 I was trying to check on my coinbase account. I was unable to do so. I was prompted to change my password because I felt I was hacked. When I entered a password reset to be sent to my email attached to my previous coinbase account, I did not receive it. I knew then I was hacked. I had to go to work for a long shift. When I came back home I noticed a pending transaction to my debit card for 1,000 USD that I did not authorize. It put my account in the negative. I recall my previous coinbase account had 1,400 USD in various cryto currencies and the unauthorized withdrawal of 1,000 USD. The total amount lost was 2,500 USD. I attempted to stop payment on the unauthorized transaction of 1,000 USD but was too late. I tried reporting matter to coinbase live support but if you can not provide correct name and email associated with account they would hang up on you after 3 failed attempts. I even mentioned I was hacked how could I provide that information. I then tried to use their online ticket support. I was getting bot responses and could not generate ticket. I was frustrated and stopped attempting to conract them. The following week I visited our local police department and filed a theft report with XXXX XXXX. His email address is XXXX. From time to time I receive notifications from coinbase for example staking updates on an asset I use to own their. Any help with matter to retrieve my lost funds of {$2500.00} USD would be greatly appreciated.
Company Response:
State: CA
Zip: 95503
Submitted Via: Web
Date Sent: 2022-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-24
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: On XX/XX/2022 i refund was issued to my card from XXXX supermarket for {$750.00} for a money order that was cancel. I was told by coinbase that there is a reverse pending on my account and I will recieve my money within 10 days. After 11 I days i called coinbase Iand I was told that the refund is showing completed on my account but they don't know why its not posted to my account and they have to esculated to a specialist. Since then I have call everyday and they refuse to give me my money. I have send myltiply email and no one respond to them. Here are the case number open for the ticket created : XXXX, XXXX, XXXX, XXXX, XXXX. No one can give me a explanation as to why I don't get my refund. I went to XXXX and they show me a print out that the refund was approved and completed, yet, coinbase don't want to give me my money. I asked then to disputed the transaction that I havent received my refund and they say I can't because the refund is showing it is completed and they received it but don't know why is not showing on my account. Please help me am stress and depress and going crazy.
Company Response:
State: FL
Zip: 330XX
Submitted Via: Web
Date Sent: 2022-02-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-24
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: My card information on my Coinbase card ( visa debt card backed by US dollars ) was clearly stolen. Starting on XX/XX/XXXX numerous transactions began on my account until the money ran out. I noticed Coinbase at least 3 separate times the first day and continue to this day. The phone system is a dead end that leads to no one in Coinbase card and I just get generic generated responses from Coinbase. Some of my case # s are XXXX XXXX XXXX XXXX opened thu messaging and calling. Transactions went from pending to finalized because I couldn't get anyone that knew what they were doing or what I should do on the phone. My email is XXXX that is how Coinbase pulls up accounts. This claim has nothing to do with cryptocurrency. Transactions XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX & XXXX and XXXX XXXX XXXX are all fraudulent dated XX/XX/XXXX starting at XXXXXXXX XXXX. The card # was XXXX XXXX XXXX XXXX which I reported stolen exp XX/XX/XXXX
Company Response:
State: NY
Zip: 11779
Submitted Via: Web
Date Sent: 2022-01-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-21
Issue: Other transaction problem
Subissue:
Consumer Complaint: Coinbase base stole XXXX dollars from my account with out my authorization and when I contact them every day for two months they send me XXXX dollars saying they are sorry.
Company Response:
State: TX
Zip: 75052
Submitted Via: Web
Date Sent: 2022-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-21
Issue: Money was not available when promised
Subissue:
Consumer Complaint: XX/XX/XXXX or XX/XX/XXXX. * I had changed my password on Coinbase since I had been getting XXXX SMS texts on my phone even when I had not been attempting to login. I wanted to make sure that if my password had been hacked, the offending party could not luck into access to my account. * My balance is approximately ( a bit over, actually ) XX/XX/XXXX of a XXXX and around XXXX ETH. XX/XX/XXXX * Coinbase tells me I have to re-verify my account by uploading my ID, front and back, and sending them a selfie. * I follow these directions. XX/XX/XXXX * Coinbase sends an email saying my account recovery is being processed. * I login to Coinbase and see a page that says my account is under review, and I will have access to my account no later than XX/XX/XXXX, at XXXX MST. XX/XX/XXXX * I login to Coinbase again and see the same message, hours after XXXX. * I get an email from Coinbase with the following subject : " Coinbase Security Notification : Keeping Your Account Safe '' which says that their " XXXX XXXX found a set of login credentials published on the web that look like they match [ my ] Coinbase account credentials. '' And that they've temporarily locked my account pending I verify my identity. XX/XX/XXXX * I login to Coinbase again and see the same message saying my account is under review and will be available no later than XX/XX/XXXX at XXXX XXXX. * I call Coinbase support to complain, and basically all I get from the " support '' person is " Please be patient. '' I ask to speak to their supervisor. They tell me they don't have a supervisor. I wonder who trained them. * I get an email with the subject " [ Reply ] Case # XXXX - Call for Coinbase Support from XXXX at XXXX XXXX XXXX '' from Coinbase Support ( XXXX ) that tells me the following : " To regain access to your account, please complete the following identity verification steps. Youll need to use a computer or other device with an integrated camera or a webcam, and a browser instead of the Coinbase app. 1. Sign in to your Coinbase account using your email and password : https : //www.coinbase.com/signin 2. Complete 2-step verification as you normally would. 3. Upload or snap pictures of the front and back of your government-issued photo ID. If you are taking the photos with your devices camera, make sure your ID is clearly visible. 4. Using your devices camera, take a live photo of your face and upload it. Be sure the photo is well-lit ( natural light works best ) and clear. 5. Watch for an email indicating that your identity has been verified. For security reasons, this process usually takes 48 hours to complete but can sometimes take longer. 6. Sign in to your account and reset your password. '' * Yes, they're telling me to do what I have already done. * So I login again, only to be greeted with the page that says my account is under review, and I will have access to my account no later than XX/XX/XXXX, at XXXX MST. Keep in mind there is absolutely NOTHING I CAN DO on this page, except stare at it. If I try clicking on the ID verification " link, '' nothing happens. It's a link to the same page. XX/XX/XXXX * I get an email from Coinbase with the following subject : " Coinbase Support XXXX - Call for Coinbase Support from XXXX at XXXX XXXX XXXX - How did we do? '' * The content of the email is " Did we resolve your issue '' with an option to click " XXXX '' or " No. '' * I click " No '', obviously. XX/XX/XXXX * I get an email from Coinbase with the subject " [ Reply ] Case # XXXX - Call for Coinbase Support from XXXX at XXXX XXXX XXXX '' * Content says that it looks like my ID uploads were successful and have already been submitted for review and that the process usually takes 48 hours to complete. * I login to Coinbase. Same message ( Account Under Review, Access no later than XX/XX/XXXX XXXX XXXX ). * I send them another email telling them I had already submitted my ID for verification A WEEK ago, so it was well past the 48 hours. XX/XX/XXXX * I get an email from Coinbase with the subject " [ Reply ] Case # XXXX - Call for Coinbase Support from XXXX at XXXX XXXX XXXX '' * This time the content is a little more abrasive : " Hi xxxx, As mentioned in our previous email, it looks like your ID uploads were successful and have already been submitted for review. Youll receive an email confirmation after our review is complete. No more action is needed from you at this time. '' With bold emphasis on the last sentence. * I send them another email asking them if they can give me a ballpark figure on how long this will take. XX/XX/XXXX * XXXX receive another email from them with the subject " [ Reply ] Case # XXXX - Call for Coinbase Support from XXXX at XXXX XXXX XXXX '' * Content : " Hi xxxx, We received your inquiries, and because you've previously written in about this same issue, we're consolidating your cases into this email thread. Recently, our security team found a set of login credentials published on the web that look like they match your Coinbase account credentials. To ensure your accounts security, your account was temporarily locked. As previously mentioned, it looks like your ID uploads were successful and have already been submitted for review. Youll receive an email confirmation after our review is complete. No more action is needed from you at this time. '' No emphasis this time. * Keep in mind I HAD ALREADY CHANGED MY PASSWORD SINCE I HAD BEEN RECEIVING SMS XXXX MESSAGES FOR ABOUT A MONTH PRIOR, WHEN I REALIZED I SHOULD CHANGE MY PASSWORD. If this was a problem for them, WHY WASN'T IT A PROBLEM WHEN SOMEONE APPARENTLY *WAS* TRYING TO LOGIN FRAUDULENTLY? * I don't remember specifically, but I think the content of my next email was along the lines of what I just mentioned in the previous bullet. * I login to Coinbase. Same message. ( Acct XXXX XXXX, No later than XX/XX/XXXX blah blah ) XX/XX/XXXX XXXX DAY, YES. * Received an email from Coinbase with the subject " [ Reply ] Case # XXXX - Call for Coinbase Support from XXXX at XXXX XXXX XXXX '' * Content : " Hello xxxx, Thank you for contacting us. Recently, our security team found a set of login credentials published on the web that look like they match your Coinbase account credentials. To ensure your accounts security, your account was temporarily locked. This does not mean that Coinbases security or data has been or is compromised. If you use the same credentials with other services, the information may have been accessed that way or you may have encountered a phishing site or experienced a malware attack. As a security precaution, we recommend that you reset your passwords on your other online accounts. You may want to consider using a password manager to generate and store strong, unique passwords. We also recommend that you run a full malware scan on your devices and computer. After you regain access to your account, we strongly recommend that you look for any transactions you did not authorize. Please follow these instructions : 1. Generate a transaction history report here : https : //www.coinbase.com/reports 2. Review the report for any unauthorized transactions, trades, or cryptocurrency sends. 3. Review your activity logs by going to your Account Activity : https : //www.coinbase.com/settings/account_activity 4. If you notice any unauthorized transactions, please immediately report this activity to all applicable law enforcement agencies in your jurisdiction. Coinbase is willing to offer full cooperation with all law enforcement investigations relating to unauthorized activity on your account. Cryptocurrency transactions are irreversible once theyve been confirmed on the blockchain so a reversal is not possible. If you notice suspicious activity on your account, please follow these steps to make your account more secure : https : //help.coinbase.com/en/coinbase/privacy-and-security/data-privacy/how-can-i-make-my-account-more-secure.html? ref=es Moreover, it looks like your ID uploads were successful and have already been submitted for review. Youll receive an email confirmation after our review is complete. No more action is needed from you at this time. '' XX/XX/XXXX - XX/XX/XXXX * I login every now and then but essentially give up, waiting for something to happen. * Somwhere during this time period I send a new email complaining about this process. XX/XX/XXXX * I receive and email with the following subject : " [ Closed ] XXXX # XXXX - Account recovery XXXX '' ( new case number ) * Content : " Hello there! It looks like your ID uploads were successful and have already been submitted for review. These reviews usually take 48-72 hours to complete, but can sometimes take longer. If we have any need for further information, we'll be sure to reach out. Thanks, Coinbase Support '' So it's the same XXXX all over again. I HAVE NOT and CAN NOT upload IDs anyway since there's NOTHING I can do after I login. XX/XX/XXXX * XXXX receive an email with the subject " [ Reply ] Case # XXXX - Call for Coinbase Support from XXXX at XXXX XXXX XXXX '' * Content : Hi, Thanks for working with Coinbase Support. We hope you were able to get the help you needed. We're closing this case ; if you need additional support, please visit the Coinbase Help Center for quick answers to many questions. Regards, Coinbase Support '' * So now they've CLOSED MY ORIGINAL CASE without even verifying if it has been resolved. It has not. XX/XX/XXXX - XX/XX/XXXX * I login randomly throughout this time period to check and see if any progress has been made. Same page. No progress. EVERY. SINGLE. DAY. XX/XX/XXXX * XXXX file a formal complaint with Coinbase about this exact issue, and tell them I will be reporting them to the SEC and CFPB. XX/XX/XXXX * No emails received. XX/XX/XXXX * No emails received. * I'm filing this complaint with the CFPB right now. Coinbase has had enough time to resolve my issue. * If needed I have documentation on the balances through reporting software.
Company Response:
State: CO
Zip: 80013
Submitted Via: Web
Date Sent: 2022-01-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-21
Issue: Fraud or scam
Subissue:
Consumer Complaint: I received an email from my bank about suspicious activity on my account. There were multiple attempt to buy bitcoin with my debit card on Coinbase, a company for which I have no account. They tried multiple amounts {$1.00}, {$50.00}, $ {$100.00} .... and the only one that went through was the charge for {$100.00}. I talked to my bank and they said that they could try to get my money back through dispute form but there are no guarantees of actually recovering the funds. I called my states Department of Financial Institutions to also get some advice and was told that the process would XXXX long>. I just thought that this would be a better platform to help. I have tried several numbers and several chat platforms that supposedly belong to the company with no success. Since I don't have an account I can not receive any type of LIVE help. Please advise next steps.
Company Response:
State: WA
Zip: 98055
Submitted Via: Web
Date Sent: 2022-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-21
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXX, my Coinbase account was hacked and the scammer wire transferred {$23000.00} from my XXXX XXXX account into coinbase. I called coinbase and they locked down my account immediately. I also contacted XXXX XXXX to notify them of the scammer. On XX/XX/XXXX, the scammer attempted to wire transfer another {$23000.00} to Coinbase from my XXXX XXXX account. XXXX XXXX was able to retrieve that wire transfer before it reached Coinbase. Coinbase made {$2000.00} of the wire transfer immediately available and the scammer did transfer that money out via Bitcoin. As of XX/XX/XXXX, I haven't been able to access the {$23000.00} from my Coinbase account and Coinbase is saying I owe them money because the 2nd wire transfer was never completed because XXXX XXXX put a stop to that transfer. I was told by the first agent at Coinbase I spoke to on XX/XX/XXXX that my account would be frozen but my funds would be available in a few days. Ive placed multiple phone calls and emails to Coinbase since I was scammed and havent been successful in getting my funds released because there hasnt been a thorough investigation by the specialists and they are claiming it is me who owes Coinbase money. No one is taking the time to see this is not the case. Its been a nightmare with Coinbase 's customer service to try to get my case resolved and to get my money back. I feel like I am being scammed a second time and Coinbase is holding my money hostage unjustifiably. I am including documentation from my bank to show the two transactions that were made on XX/XX/XXXX and then the reversal of the second amount of {$23000.00} back into my XXXX XXXX account. I have also filed a police report with the city of XXXX Colorado. I also intend to file a complaint with the New York XXXX XXXX XXXX XXXX.
Company Response:
State: CO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-19
Issue: Other transaction problem
Subissue:
Consumer Complaint: Hello I do not known if you can help me but this seems crazy that this is happening to me. I use coinbase as a investment platform. I have invested thousands of dollars over the last two years. XXXX of last year I used their application in order to transfer money from my personal account to their Platform my coinbase account. The address the QR code in their application provided was incorrect and sent it to someone else. When I reached out to them upset because they had just sent {$2000.00} of my money to a random person they said that this happens sometimes and that it was my fault I couldnt believe what I was hearing, I stated to them if they knew about this why isnt there some warning for their customers using this application that that is a possibility and to triple check in case their app provides the wrong address. I feel like I have been the victim of a company that does not properly test their product before sending it out into the public. This can list people thousands of dollars over a massive scale. They are not taking responsibility and are betting on me giving up and being afraid to defend myself and my saving they lost. I have had to work extra hours had to make sacrifices over the last few months to replenish what I lost I suffered XXXXXXXX XXXX XXXX XXXX. This issue was caused by Coinbases negligence. Please let me know the proper channels I can reach out to to hold them responsible so that this doesnt happen to other families. I have video of their QR code providing the wrong address if that helps.
Company Response:
State: CA
Zip: 94044
Submitted Via: Web
Date Sent: 2022-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A