Date Received: 2021-12-21
Issue: Fraud or scam
Subissue:
Consumer Complaint: My last claim number is XXXX. I have not been contacted since XXXX by the support team. No one followed up and asked for anything. I tried to get in contact with Coinbase. No one responded. I lost my money without authorization from Coinbase. The platform is not safe. I am going to share my experience with everybody and the media if the problem is not solved. Please solve the problem and refund as soon as possible!
Company Response:
State: MA
Zip: 02176
Submitted Via: Web
Date Sent: 2021-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-21
Issue: Other transaction problem
Subissue:
Consumer Complaint: My coinbase.com account was hacked and $ XXXX was stolen. My account was secured with app-based 2FA and address whitelisting, yet coinbase allowed someone to login to my account, sell crypto assets, add their bank account, and steal my funds. Coinbase told me it went to a XXXX XXXX XXXX account ending in XXXX on XX/XX/2021. I had already initiated my account lock/recovery on XX/XX/2021. In called XXXX XXXX XXXX XXXX XXXX- they told me that coinbase.com has capabilities to stop the transfer. Yet, coinbase tells me the transfer went through and they can not do anything about it. and have a ticket open with no action. This was a breach on coinbase and I need help recovering my funds from them.
Company Response:
State: GA
Zip: 30064
Submitted Via: Web
Date Sent: 2021-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-20
Issue: Fraud or scam
Subissue:
Consumer Complaint: Sir, I am XXXX XXXX XXXX living at XXXX XXXX XXXX XXXX XXXX VA XXXX. My cell phone number is XXXX. I am reporting an incident where my XXXX cell account and Coinbase crypto account ( www.coinbase.com ) were both hacked enabling the theives to steal almost {$10000.00} from my Coinbase crypto currency account. In this regard neither Coinbase nor XXXX are accepting any responsibility for this theft with each attempting to place blame on me for the compromise of my accounts on their systems. My passwords in both systems were very strong ( very long having upper and lower case with numbers and special characters ). Both XXXX and Coinbase have had multiple incidents of data breaches and I believe this is the souce of my account compromise. My XXXX phone number was linked to my Coinbase account for two step verification. Once my XXXX account was taken over and transferred to a cell phone in XXXX, that criminal in possesion of that phone was able to use that phone to circumvent the two step sign in verification. Following is the list of incidents that happened : 1. On XX/XX/2021 my Coinbase account ( www.coinbase.com ) had a cash of {$25000.00} dollars which I had transferred from my linked XXXX XXXX savings account. This was the entire balance in my account on that date and this was the only transer I initiated. This was the balance of the account prior to the theft on XX/XX/2021. 2. On the morning of XX/XX/2021 while I still was sleeping, around XXXX I suddenly started to receive a lot of emails and text messages. 3. Around XXXX on my XXXX cell phone there was message saying your XXXX password changed. 4. At the same time around XXXX another text message came if from my Coinbase account saying my Coinbase password had been changed. 5. I immediately attempted to get in to my Coinbase account but system no longer accepted my password. Now I was scared that this definitely hacking. 6. Within a few minutes I received a message from XXXX saying my SIM Card is SWAPPED/Disabled and I will lose service on this phone and I lost service. I never requested any SIM card change and I was sleeping at that time. 7. I immediately tried to reach Coinbase support but their customer service is very bad and long waiting queues and I could not get hold of them. So in order to further stop any damage I requested the Coinbase automated system to lock my Coinbase account. 8. I immediately contacted XXXX to ask why I lost service and why had my SIM been disabled. They told me that there was a SIM swap had been requested by someone in XXXX. I dont know how they allowed it as I am in Virginia and the request was from XXXX XXXX I told them that I never requested this. 9. Next I went through my emails on XXXX that came from Coinbase account to find out the damage is going on since I dont have access to system any more. Coinbase sends email for each transaction. Following are the transactions that the hacker on XX/XX/2021 did during the timeframe of XXXX to XXXX as per the emails I got : a ) Emails on XX/XX/2021 at XXXX XXXX says hacker initiated a {$5000.00} dollars transaction to my coinbase account from my linked XXXX XXXX savings account ( this was in addition to already available cash of {$25000.00} on my account ) 1. This should have been subject to a 5 day wait period per Coinbase policy. 2. In spite of that the hacker was able to convert that amount to Bitcoin which became immediately available for the hacker to send out, which he did. 3. My XXXX XXXX Savings account had only cash around {$1000.00} dollars, and so XXXX XXXX refused the transfer. In spite of this Coinbase credited {$5000.00} dollars towards my compromised account. b ) Email at XXXXXXXX XXXX says hacker converted my {$25000.00} which was already available as cash on my coinbase account. c ) Next email from coinbase at XXXXXXXX XXXX is saying that the cash transfer of {$5000.00} failed from XXXX XXXX savings. d ) Next email at XXXX is saying hacker successfully sent out externally around {$9500.00} dollars worth of Bitcoin ( XXXX ). As well he sent out another {$120.00} dollars bitcoin. Seems total close to {$10000.00} dollars bitcoin was sent out from my account by hacker. I might have missed few more lower amount transactions as well. All above transactions are done from XXXX on XX/XX/2021 by hacker. This is the chain of events that happened as I was able to confirm once I got access to my Coinbase locked account and I am able to see all of them. In reference to above chain of events : Opened case with coinbase XXXX Coinbase responsibility ( Case number : XXXX ) : 1. I am not sure how user was able to hack my Coinbase password which was 16 characters base containing numbers, special characters and upper case and lower case characters. Not sure how the hacker was able to get into coinbase system and was able to change the password. Coinbase had multiple breaches of data earlier might have caused this. 2. Even though I keep on specifying on multiple email communication with Coinbase support stating that the hacker stole around {$10000.00} worth from my Coinbase account, Coinbase is not acknowledging that intentionally ( As on multiple emails skipping to answer my questions ) ignoring any amounts that are lost from my account. As on XX/XX/2021 I had {$25000.00} cash on my account and I did not make any transactions after that. So my account should have {$25000.00} dollars cash and I asked them to reinstate my account to that and they are not answering. 3. Another most significant event is that coinbase stopped my ability to do any transactions on my coinbase account until I pay the hacker initiated {$5000.00} dollars transaction on XX/XX/2021 for which Coinbase already gave credit of {$5000.00} dollars. Because coinbase allowed hacker to send that XXXX dollars out even before 5 day limit period, he was able to send out. Later XXXX XXXX savings denied that XXXX dollars but Bitcoin already gave credit of XXXX dollars to hacker which he took out. It is coinbase software glitch. Coinbase is making me responsible for that {$5000.00} dollars transaction and stopped my ability to do any transactions on my account which unfair practice. Clearly it is their software issue where it allowed hacker to take out that money even before it is confirmed from XXXX XXXX savings. As well Coinbase initiated automatic recovery of {$5100.00} dollars from my account already for the hacker initiated transaction where their system failed to limit within 5 day period. They are trying to save their money at the cost of customer. Please do not allow this unfair deal. XXXX responsibility : Somehow this hacker was able to initiate a SIM transfer from my phone in XXXX to his phone in XXXX. My XXXX account is supposedly protected not only by a password but also by a personal PIN code which is supposed to protect my account. It is possible the password and PIN were compromised from the XXXX data breach this past XXXX, or it is possible they were able to make this transfer without my password and PIN code. Either way XXXX allowed a highly suspicious SIM transfer of my phone number to the criminals in XXXX to occur without my knowledge or authorization. I have opened an incident with them as they were not giving any reference number for this. The incident number is : XXXX. In summary with all above events, both Coinbase and XXXX are responsible for my loss. They have both had multiple breaches of data and specifically XXXX in XXXX of this year. I had {$25000.00} dollars cash on my account prior to hacker got on to coinbase system. As well coinbase unfairly locked my ability to transact as their system allowed failed {$5100.00} dollars transaction and recovering that from me. I request you to investigate on both Coinbase and XXXX and help me to reinstate my account {$25000.00} cash as was there prior to hacking. Enclosures : 1. Attached XXXX is the PDF document with set of emails of my conversation with Coinbase support in PDF evidencing how cleverly they are not acknowledging any of the above. 2. Attached XXXX is the document with set of emails showing the list of transactions that hacker did including he sent out nearly {$10000.00} dollars of Bitcoin and the failed XXXX XXXX transaction of {$5100.00} for which Coinbase is making me accountable and recovering from my account I appreciate your help in this regard. Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX VA XXXX USA CELL : XXXX EMAIL : XXXX XXXX
Company Response:
State: VA
Zip: 20105
Submitted Via: Web
Date Sent: 2021-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-20
Issue: Other transaction problem
Subissue:
Consumer Complaint: I previously filed a complaint here almost 6 months ago about my coinbase account being hacked. I got a response from Coinbase telling me that I would be sent instructions on how to get back into my account. However, since getting a reply through here I have still not received any help from Coinbase support. I have sent 5 more emails to Coinbase to try and gain access to my account ( XX/XX/XXXX, XX/XX/XXXX, XXXX, XX/XX/XXXX and XXXX ). I have still not received a single email or phone call from Coinbase. I want to know what I need to do in order to access my account that was hacked! Thank you
Company Response:
State: MD
Zip: 208XX
Submitted Via: Web
Date Sent: 2021-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-18
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I am writing to report that Coinbase misrepresents fees during conversions from XXXX cryptocurrency to another type of cryptocurrency. When performing a conversion, the user interface states that the Coinbase fee is {$0.00}. However, they are clearly charging a percentage of the total transaction as a fee. This can easily be determined by downloading a user transaction report. There is a fee column, and it usually equals 2 % - 3 % of the total USD value of the transaction. I contacted Coinbase XXXX and Complaints seeking clarification. They stated that the difference is due to market volatility, and that they are not charging a fee. However, there is clearly a fee column on their transaction log. Also, market volatility would not create such a reproducible result. If it were due to market volatility, this would some time favor the end user. That never occurs. I will attach the transaction logs to this complaint.
Company Response:
State: GA
Zip: 30008
Submitted Via: Web
Date Sent: 2021-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-18
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: On XX/XX/2021 In my Coinbase wallet I converted approximately 80000 usd worth of poligon ( matic ) and I got back approximately half the amount in wluna. I lost around 40000 usd for no reason. The fee I agreed to pay was 6 Luna. On my message complain to Coinbase it seems I can not find my right. Below is the poligonscan address XXXX Can you please help? Is there any law firm that takes cases like this? I appreciate your help XXXX
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-18
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: There are two Unauthorized Transactions on my Coinbase Card. First unauthorized transaction is {XXXX} on XX/XX/2021 from merchant XXXX and the second unauthorized transaction is {XXXX} on XX/XX/2021 from merchant XXXX as well. I never made the purchases with the merchant. Its a scam website. However, Coinbase responded nothing to me after I officially told them those two transactions are unauthorized transactions. Please help me from the financial fraud. Coinbase should take actions to get my money back. However, they are not doing that. Its so bad!!!
Company Response:
State: CO
Zip: 80521
Submitted Via: Web
Date Sent: 2021-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-18
Issue: Fraud or scam
Subissue:
Consumer Complaint: This compliant involves Coinbase Inc. The following events transpired during late XX/XX/2021 leading to identification Coinbase had been breached and my account was negatively impacted : 1. On XXXX & XXXX XXXX, I attempted to unsuccessfully login to my account. I was unsuccessful due to your system advising my password being incorrect, despite using my recorded correct password. 2. On XXXX XXXX, I spoke with one of Coinbase 's customer support representatives, XXXX ( badge # XXXX ) to resolve the incorrect password and subsequent locked account. It is important to highlight at this time, XXXX confirmed two factor Authentication was enabled on my account. 3. On XXXX XXXX, I received an email notification from Coinbase of an unauthorized attempt to transfer Bitcoin Cryptocurrency funds ( XXXX Bitcoin ) from my account, despite my account holding no material residual Bitcoin. XXXX had advised, the transfer was on its way, but Coinbase had stopped the transfer out. It now appears after my personal investigation and analysis ; the hackers have sold my holdings as follows : XXXX. XXXX XXXX holdings sold on XX/XX/XXXX at XXXX AM XXXX. XXXX XXXX holdings sold on XX/XX/XXXX at XXXX AM XXXX. XXXX XXXX holdings sold on XX/XX/XXXX at XXXX AM XXXX. XXXX XXXX units purchased on XXXX XXXX at XXXX PM. Once this had been purchased, the hacker then SUCCESSFULLY transferred XXXX Bitcoin to the following Bitcoin Wallet address despite Coinbase claiming otherwise : XXXX This should not have happened as two factor authentication was enabled. I never received any emails or text messages in relation to any buy/sell transactions made on the account by the hackers or attempts to login to my account, except for the email on XXXX XX/XX/2021. I confirmed with your Coinbase helpdesk within the required 72-hour window this was wrong and Coinbase will have stopped the transaction ( despite it still going through ). This appears to be a failing of the Coinbase compensating controls against fraudulent transactions and cyber threats. I have attempted to resolve this with Coinbase through multiple support tickets and submitting via their complaints process since XXXX XX/XX/2021. I have had no resolution to the theft of my funds at this point in time.
Company Response:
State: GA
Zip: 30305
Submitted Via: Web
Date Sent: 2021-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-17
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2021 my Coinbase account was hacked as was my cell phone through XXXX and email through XXXX. {$2000.00} worth of cryptocurrency was sold on the Coinbase exchange converted to Bitcoin and dozens of XXXX dollar transferres out of my accout was made. XXXX was overdrafted from my linked XXXX XXXX account that I was able to freeze the very next morning upon discovery. Also contacted Coinbase to Freeze the account and investigate the fraud takeover. Coinbase customer service phone support and email support both walked me through resetting my account password, but I could not get the account to reactive during the ID verify session. Now Coinbase says I'm restricted and they can't do anything because the account has a different email. I had {$2000.00} dollars in staked XXXX that could not be sold, therefore Coinbase is stealing those funds from me making this a double victimization situation. I requested a detailed report of all transaction on my account dated XX/XX/2021, but they have yet to comply with that request. This was the last email XXXX sent me : XXXX XXXX, Thanks for your response. The activity took place on a regular XXXX XXXXXXXX device from a VPN protected IP address XXXX - XXXX, IL. This XXXX device and IP address have been used before with this Coinbase account. This indicates the attacker had access to your authenticated Coinbase session via your device. This suggests the compromise may have been the result of a malware or virus infection on your device. Your account may have been accessed during a compromised sign-in session using your verified device from the IP address we provided. " Session cloning '' or " session hijacking '' is an attack where a user session is taken over by an attacker. A session starts when you log into a service, for example your Coinbase account, and ends when you log out. We recommend you immediately disconnect the infected computer from your local network, consult an IT security specialist, and scan for malware on your device. The transactions in question are : XXXX XXXX PM XXXX to XXXX XXXX PST with 21 offsite sends, a total of XXXX XXXX sent to an external account XXXX As a safety precaution, we would strongly encourage reviewing any recently installed browser extensions, remote access applications, and run a malware scan of your devices and network. If you installed any cryptocurrency related software resulting in this infection, let us know the hyperlinks to the application. Please also send us any detections you find in your antivirus/malware scans. Unfortunately the email address linked to your original account was changed by the attacker during the compromise therefore the account is now inaccessible. It also appears your account is restricted due to reversed transactions with your bank and an outstanding balance owed to Coinbase. For additional information regarding reversals, please contact your bank directly. Coinbase is not responsible for crediting your bank account for any fees incurred by your bank due to reversals. We understand that your account may have been compromised and unauthorized activity occurred. We cant prevent an attacker from gaining access to your personal devices or your personal email account used to access your Coinbase Account. However, we do recommend that all customers use unique passwords for all their important logins, enable enhanced 2-factor authentication ( like XXXX XXXX or XXXX XXXX ) if available, and ensure you do not click on any suspicious links from emails you do not recognize. These tips can help you maintain your device and email security. Please note, our User Agreement specifically states that users are responsible for creating strong passwords and maintaining adequate security and control of any and all access methods and codes used to access Coinbase. Additionally, Coinbase is not responsible for any loss suffered due to compromise of account login credentials due to no fault of Coinbase. Please visit our security page for more information : XXXX XXXX XXXX We do recognize the difficult position this puts you in. However, this does not change the current status of the account. Therefore, while we are sympathetic to your situation, Coinbase is unable to reimburse you for your loss nor are we able to reverse cryptocurrencies sent off the platform due to the inherent nature of it. If you have not already done so, it is imperative that you report this incident to law enforcement agencies in your jurisdiction immediately including the FBI XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Be sure to include as much detail as possible in your report. Coinbase is willing to offer full cooperation with all law enforcement investigations pertaining to your account 's compromise. We hope this information is helpful to you in showing why Coinbase came to this decision. Regards, Coinbase Support
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-18
Issue: Fraud or scam
Subissue:
Consumer Complaint: I have been a victim of financial fraud and identity theft. I was scammed, the suspect had access to my ID, social security. I reported to my bank, Coinbase, police Federal Trade Commission and FBI IC3. I have lost total of {$52000.00} which $ XXXX of the total was transferred from my XXXX XXXX to Coinbase, The first transaction was on XX/XX/2021 to Coinbase for {$30000.00} The second transaction was on XX/XX/2021, also to Coinbase for {$20000.00}. The funds were sent to Coinbase and subsequently transferred to two separate third-party digital wallets without any warnings about potential fraudulent activity in relation to said digital wallets. The digital wallets belonged to scam cryptocurrency platforms/organizations. I have not receive the service or protection that was promised or described by Coinbase LLC nor XXXX XXXX I have tried to contact Coinbase to dispute these transactions but was ignored and not offered any assistance. XXXXXXXX XXXX is not willing to investigate further or to recover my money.
Company Response:
State: CA
Zip: 90038
Submitted Via: Web
Date Sent: 2021-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A