Date Received: 2021-12-26
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXX, I initiated a deposit transaction using the Coinbase XXXX mobile app from XXXX to Coinbase XXXX for {$30000.00}. I was given a credit of $ XXXX by Coinbase to start buying cryptocurrency to trade instantly. On XX/XX/XXXX I've been informed by Coinbase that my deposit failed and they froze my account unable to buy, sell, deposit, or withdraw. I've created 2 support tickets immediately but only got a respond that they are looking into it. I called 2 times on the XXXX and XXXX which totaled to almost 2 hours each call waiting on line to get someone to speak to. I was able to get someone on the line on both occasions. The first call, I've explained to Coinbase about what happened. I beg Coinbase to see if there's any way they can help me on the spot. At the time of the call, my total asset is at {$41000.00}. I beg the support agent if she could help me sell the asset at that time or give me the ability to sell the asset. I reminded them that this is the time to do something about or else, the price of the asset could go down in value if we waited 5 days to auto recover and sell the asset. I beg for them to do something about it that if it goes south I could end up owing money. The person refused and neglected to help me. I've ask to reach out to their RISK team and she said that they will also say the same thing. I tried to convince that we have an opportunity to fix it and they shouldn't ignore it. The refused. I tried again to call on the XXXX of XXXX. Same thing. I gave up because there was nothing I could do anymore. It's way out of my control and I had to just let it play out. On the XXXX of XXXX, the asset went down in value and Coinbase sold it {$18000.00}. Now I owe Coinbase {$12000.00}. Coinbase neglected my ask for help to remediate the issue. With XXXX support tickets, XXXX phone calls from XXXX to XX/XX/XXXX asking for help and was all neglected in all occasions. I do believe Coinbase could have help if they wanted to. They didn't care at all. This is extremely unfair to consumers to be able to be let down like that. The Coinbase RISK team was supposed to be solving problems like this. Even if i wanted to move money to Coinbase, the money I had was on XXXX. The only option for me to deposit money to Coinbase to satisfy the $ 30K was through my own bank account and I don't have 30K. The money was on XXXX and by the time I could withdraw my money from XXXX to my bank and deposit from my bank to COinbase, it would already be too late. I believe it's unfair and it's not my fault. Everything happened on Coinbase Platform. I had no control over the deposit failing. There was no way for me to manually intervened. It's unfair for me to own this money because Coinbase was lazy or refuse to help. I sincerely ask for your help in resolving this issue. I was unfairly treated and now I owe money that I didn't have to because Coinbase neglect customers and they don't care about their customers. I really think that Coinbase should not allow customers to be able to trade with money that they don't have because their platform is not perfect. things can go wrong with deposits. If there's anything you can do to help, I have no other options. I wanted to go through this before I look for legal help on this. Thank you very much for your help.
Company Response:
State: CA
Zip: 95131
Submitted Via: Web
Date Sent: 2021-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-25
Issue: Other transaction problem
Subissue:
Consumer Complaint: My name is XXXX. coinbase entered my account and stole XXXX euros, transferred them to XXXX without my permission. This money was mine and I had it in ETH2. I have sent them more than 100 emails and they say that this money did not exist, that it was a decimal error. In truth, that money was mine and I had converted to several cryptos. I have proof of its theft and of the conversions to different virtual currencies.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-24
Issue: Fraud or scam
Subissue:
Consumer Complaint: Wire transferred $ XXXX to COINBASE to invest in CRYPTO XX/XX/XXXX & with some difficulty fulfilling all requirements account established & purchased crypto. XX/XX/XXXX, wire transferred another $ XXXX, followed same instructions & they received, & after three cases XXXX on XX/XX/21, another case XXXX on XXXX, last Case on XX/XX/21 XXXX, each time calling them on the phone & waiting over hour n half only to be told that everything looks fine & didnt see any problem & each time told couldnt resolve issue after some investigation & told me they would forward to higher authority to release account to enable me to use wired money to invest in crypto as I requested. NOW, going on 30 days holding my money without them offering any understanding of why wont allow since already invested the XXXX wire transferred on XX/XX/XXXX? The last outcome after calling once again, said hold time 30 minutes but took TWO HOURS, representative said she once again didnt understand why after her investigation was not able to trade??? She said she would consolidate all three cases to higher authority that would only communicate through email only after there complete investigation. Totally at my whits end with what can be done?? REQUEST to either allow me to trade or wire transfer my funds back to my financial institution. Email XXXX Address : XXXX XXXX XXXX XXXX XXXX XXXX, TX. XXXX Cell # XXXX My name is XXXX XXXX
Company Response:
State: TX
Zip: 77546
Submitted Via: Web
Date Sent: 2021-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-24
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX around XXXX I got several email from XXXX asking if I changed my password. Before I could open the email I lost phone service. Seeing as I was at home I got on my wifi and the emails that came in stated that my XXXX password has been changed. Th next emails I got were from coinbase saying someone had accessed my account from a windows 10 device. Seeing as I was at home I tried calling coinbase from my wife 's phone to put a block on my account ; I could not reach a rep and waited on hold for 1 hour and 30 mins. I went to a XXXX store that was still open and explained to the representative that somehow my phone lost service and that someone was changing my passwords. The rep was able to verify my identity and change my SIM card back to my phone. Within the hour my coinbase account was hacked and all my money was stolen from my account. Even though I called coinbase in time they are not trying to refund me any of my money and are even trying to tell me that I owe them money when they have confirmed that I did not authorize or make any of these transactions. My whole life saving was in my coinbase account and they are telling me they can't do anything.
Company Response:
State: GA
Zip: 30126
Submitted Via: Web
Date Sent: 2021-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-24
Issue: Other service problem
Subissue:
Consumer Complaint: I have a Coinbase account. The password reset function on their website and app did not work ( the link via email would send me to Coinbase 's main webpage ). It appears that this has been a problem for other customers for days based on some online searches. Customer service could not provide information and would engage in shady practices ( placing me on hold on multiple occasions for long periods of time, refusing to stay on the line and answer further questions or assist, etc. ). As a result I have no access to my account and no information or method in order to regain access. While the website says that you can speak to customer service to speak with a security expert for password resets, that option was completely unavailable. I have never had a worse customer service experience.
Company Response:
State: NY
Zip: 10024
Submitted Via: Web
Date Sent: 2021-12-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-24
Issue: Fraud or scam
Subissue:
Consumer Complaint: XXXX XXXX XXXX Unit # XXXX XXXX, IL XXXX XX/XX/2021 XXXX XXXXXXXX XXXX, XXXX. Legal Counsel Legal Order Process Attn : Code XXXX XXXX XXXX XXXX XXXX XXXX DE XXXX Phone # XXXX Fax # XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX XXXX XXXX XXXX XXXX XXXX Texas XXXX Federal Trade Commission Headquarters Cyber Crime Department XXXX XXXX XXXX, XXXX Washington, DC XXXX Federal Bureau of Investigation ( FBI )/ IC3 FBI Headquarters ( Cyber Crime Unit ) XXXX XXXX XXXX, XXXX Washington, D.C. XXXX ( XXXX ) XXXX I am thinking on XX/XX/XXXX is the date when I called XXXX XXXX XXXXXXXX inquiring about Coinbase.com and what was Coinbase.com. XXXX XXXX XXXX, XXXX. should have all audio recordings and records validating my call to the bank during these periods of time. On XX/XX/2021, a Coinbase.com representative persuaded me to assist me in setting up an account with Coinbase.com. The representative name was XXXX XXXX or XXXX XXXX. XXXX XXXX walked me through the steps in getting a sign-in name and password and walked me through the platform. Now keep in mind after all my banking account was verified, I schedule XXXX to be transferred from XXXX XXXX XXXX, XXXX XXXX to Coinbase to be used to purchase coins only. XXXX XXXX ( Coinbase rep ) was still trying to get me to understand the system until I started to become more confused with the process. She was showing me some XXXX XXXX XXXX XXXX XXXXXX/XX/XXXXand got remote control of my computer for a moment until I was noticing something was not right. I signed out quickly from Coinbase and she went back in after I told her that I don't think I want to go any further because something that she did showed me that she was not so familiar with the Coinbase.com process. She submitted something that I told her that was not what I wanted or asked for. I immediately tried to see if Coinbase.com had a customer service that I can call immediately to put a hold and stop on anything that may have been processed. I tried to contact Coinbase.com in many ways that I could think of. I eventually notified them by email in regards to the unauthorized activity. I too notified XXXX XXXX XXXXXXXX to immediately request their assistance and to possibly recall my funds back to XXXX XXXX XXXX, XXXX. due to fraudulent activities over on Coinbase.com. XXXX XXXX XXXXXXXX, XXXX. assigned me a claim number of XXXX and advised me that they were going to reach out to Coinbase.com. XXXX XXXX XXXXXXXX, XXXX. notified Coinbase.com with Coinbase.com returned a response back to XXXX XXXX XXXXXXXX, XXXX. claiming that such was authorized by me may be saying that the initial withdrawal in the amount of {$10000.00} was initial authorized, but failed to undertake and see that my account was compromised and the lady name XXXX XXXX performed an unauthorized transaction. I have tried to explain all this to both XXXX XXXX XXXX, XXXX, and Coinbase but Coinbase still wants to fail to see that this was fraudulent tampering with my account resulting in an unauthorized transaction which later resulted in a federal crime called money laundering. The thing about this is that I have all this personal contact information and have done extensive homework and located her whereabouts. If Coinbase.com would like to have such, I will not have an issue or problem in turning it over to Coinbase.com for she ( XXXX XXXX ) needs to be caught and needs to be prosecuted. I strongly feel that enough time was there for immediate action should have taken place and these transactions could have been reversed to save all this in what I have to do to file these claims for the return of my funds after going through this. Keep in mind that this person by the name of XXXX XXXX or XXXX XXXX was working with me prior to this and had me thinking that she was a trustworthy person in trading in XXXX XXXX XXXX XXXX XX/XX/XXXXfor she will be working with me daily on what to enter when been given such trading instructions. This is how I end up setting this up with Coinbase.com to show me other ways and avenues to invest when all along her interior motives were to deceit me out of my earning. Still, you will see after finding out that this is a scam and an intentional act to set people up to scam them out of their earning. I have everything to support my statements here and now I have XXXX XXXX XXXX, XXXX, and Coinbase.com with Coinbase.com now have to validate that this person is a representative of Coinbase.com and what she was doing was in accordance with Coinbase.com 's disclaimer statement. Please, I ask for your help and everyone 's support in getting this STOP before it gets out of hand. XXXX XXXX Fraud Victim
Company Response:
State: IL
Zip: 60657
Submitted Via: Web
Date Sent: 2021-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-23
Issue: Fraud or scam
Subissue:
Consumer Complaint: My phone number was fraudulently ported out to a XXXX prepaid account. I have the account number. My email was then hacked ( XXXX ) with my phone number. Then the person logged into bitcoin after saying forgot password. Then moved all of my bitcoin over to their wallet. All of this done in under 30 minutes. Now I am out a phone number I've been using for 15 years and roughly 14,000.00. This all occurred on XX/XX/2021. I believe this is from a coinbase breach in their data. I would also want to think that XXXX needs to add more security to not allow employees to move phone numbers.
Company Response:
State: CA
Zip: 91302
Submitted Via: Web
Date Sent: 2021-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-23
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX my Coinbase account was emptied. I opened the account in XXXX and never touched it for years. In XX/XX/XXXX I was contacted by XXXX of XXXX as agents for Coinbase. They offered to help me to move funds in my account to increase my earnings. XXXX XXXX was my contact and he provided me with almost daily information on my account including graphs showing how my funds were increasing. At his suggestion I made XXXX {$10000.00} transfers to Coinbase between XXXX and XX/XX/XXXX, with the last one taking place on XX/XX/XXXX. On XX/XX/XXXX I was no longer able to access either my Coinbase account or XXXX. It took me XXXX days to reinstate my account with Coinbase ( they kept asking me to re-set my account ). By mid XXXX I was able to access my account and found that it had been emptied on XX/XX/XXXX. I contacted the local police who sent XXXX XXXX XXXX to visit us on Wednesday, XX/XX/XXXX ( Case No. XXXX ) and at his suggestion I filed an Internet Crime Complaint on XX/XX/XXXX. Although the report was acknowledged, I have never heard back from them. In the meantime, I have had multiple communications with Coinbase who claim that they have always followed my requests. They sent me several reports showing the movement from my account on XX/XX/XXXX and the amount of the transactions, which were much higher than the funds I had in my account. When I asked them for further explanations regarding these reports, Coinbase provided me with a link to a site where I can subpoena them - I only wanted further information and had no intention of suing them or forcing them via subpoena. Obviously, my account was hacked and emptied, but what I want from Coinbase is information about how this was done and by whom, and the explanation for the very high volume of transactions that appear to have taken place in my account. I will attach a copy of my complaint to the Internet Crime Complaint base which provides information concerning XXXX and the different people involved, with dates of contacts, etc. XXXX additional name to add is XXXX XXXX who responded to one of my calls to XXXX XXXX in XXXX. His number is XXXX. I am not sure what connection he has to XXXX, but he was not happy to get my call.
Company Response:
State: WA
Zip: 98133
Submitted Via: Web
Date Sent: 2021-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-23
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I opened a Coinbase ccount when Coinbase began. I am continuously locked out of my account for one reasoning or another. This time I have not been able to access my account since XXXX. I have sent email after email to their support. I have called. I even opened a Coinbase wallet to try and access my funds that way but to no avail. I am fed up. They say no two factor authentication, to which I even sent them what they asked for ad copy of my driver license. Nothing. I'm still locked out. I can not see my balance which was at over {$500.00} in XXXX. This is not fair nr right. I shouldn't have this problem accessing something of my own.
Company Response:
State: MI
Zip: 490XX
Submitted Via: Web
Date Sent: 2021-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-22
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: I store my money in coinbase wallet with amount of XXXX and those money was unauthorized to send to a unrecognized entity in XXXX XXXX XXXX. The XXXX token it was sent to is XXXX. This fraud stolen was happening without any notice/alerts and my money is totally stolen. I have contacted coinbase wallet customer service and they said there is no way to revoke this transaction.
Company Response:
State: WA
Zip: 98029
Submitted Via: Web
Date Sent: 2021-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A