Date Received: 2021-12-15
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: XXXX disabled my debit card in XXXX without any reason specified. Following a phone call, they corrected the issue and I was able to use the debit card again. The message was " Our team has completed our investigation and has determined that your account meets our criteria to be unblocked for use. '' A few weeks later, the card was again suspended. I again opened a case ( # XXXX ) and the response received was " We completed our investigation of one or more recent transactions which violated our Cardholder Agreement. We've determined that you do not meet the criteria to unblock your card. '' I have repeatedly asked to know what what transactions are in question and which part of the card member agreement is in violation. Per the Terms is Service for the debit card, I am entitled to investigation documents upon request - I formally requested this information and my requests have been ignored.
Company Response:
State: PA
Zip: 15206
Submitted Via: Web
Date Sent: 2021-12-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-14
Issue: Other service problem
Subissue:
Consumer Complaint: In XXXX of 2020, I opened a CoinBase account and invested {$1000.00} in Bitcoin through their platform. I got a new phone number about four months ago and have been unable to verify my identity through their two-step authentication process, so they disabled my account. We've tried submitting at least five " help tickets '' to get it resolved, and in each one I've offered to verify my identity by any means possible. It has only resulted in them sending us instructions that do not work at all, to which they " close '' the tickets as if they were resolved even though I respond to their " did we resolve your problem '' email with a definitive no. I've offered several methods to confirm my identity and haven't talked to a single real person and it's very suspicious that they're intentionally not letting verify my account so they can keep charging me fees for being on their platform with the hundreds of dollars I left in the account without me being able to do anything. I've read on online forums that CoinBase does this to hundreds of users by other first hand accounts. I've been denied access to my funds for nearly 5 months now. Here 's the most recent email word for word they sent me as a response to my most recent attempt : ( HEADER : Case # XXXX XXXX Phone number changed. I can verify my identity any way necessary ) " XXXX XXXX, Thanks for your patience while we looked for your email. It appears you have another account under the email : XXXX. For your security, were not able to provide the entire email. You can try using the email provided above to sign in to access your account. If you forgot your password, youll need to reset your password. You can follow the link below to do that : XXXX XXXX XXXXXXXX Once you've signed into your account and recovered your funds, the account will need to be closed to comply with our policy of one account per person. Regards, XXXX XXXX '' We gave them the benefit of the doubt, tried logging into my father 's account, scrutinously searched every possible page within the account and found absolutely nothing related to another account being linked or anywhere that gave me the option to view or access my funds in my personal account. Yet another superficial response to a desperate help ticket.
Company Response:
State: UT
Zip: 84020
Submitted Via: Web
Date Sent: 2021-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-14
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: When I signed up for a Coinbase XXXX account, Coinbase failed in their Duty to Inform me, as a user, of the miners ' fee components of their transaction system. Due to the excessive miners ' fees charged on Coinbase XXXX, I am unable to access my own funds that I lent out, let alone liquidate my accounts and transfer the crypto currencies to a wallet where I can maintain more control. I have 4 different crypto currencies held on my Coinbase XXXX under the profile name, @ XXXX, that I am unable to access, withdraw, and/or swap for other crypto currencies. I attempted to resolve this issue with Coinbase Support, under XXXX # XXXX, but Coinbase support was unable to escalate the issue to the appropriate level to functionally and actionably address my issues. I requested multiple times for Coinbase to liquidate my crypto currency holdings and transfer them to my Coinbase account associated with my email - XXXX. Coinbase 's actions have left me vulnerable, being unable to access my own funds to cover everyday expenses, and feel predatory given the fact that Coinbase XXXX does not sufficiently disclose the fees associated with transacting on Coinbase XXXX.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-14
Issue: Fraud or scam
Subissue:
Consumer Complaint: I refer to your last statement, dated XX/XX/2021, in which you declined my complaint and duplicated Coinbase 's position. On XX/XX/2021 from XXXX to XXXX XXXX I was the victim of a hacker attack whose software somehow infiltrated my device ( laptop ) while using Coinbase services and when I logged into my Coinbase account, my cryptocurrency funds first tried to transfer in full amount ( equivalent to about XXXX USD ) in the form of BTC, Dogecoin and Cardano cryptocurrencies. After Coinbase withdrew this transfer ( apparently because of the transfer limit ), the funds started transferring XXXX USD each for half an hour until I had no funds left in my account. In addition, hackers transferred about XXXX USD of credit funds that Coinbase provides to customers, and Coinbase demanded I return them, after that Coinbase simply blocked my account. I find this situation egregious especially in terms of Coinbase 's response to my claims. Back on XX/XX/XXXX, Coinbase itself admitted that someone logged into my account from a third-party IP address on XX/XX/XXXX, thus essentially admitting its guilt. However, Coinbase obviously refuses to take responsibility for it. I demand the recovery of funds stolen from me. The two-factor verification was not requested during the transfers to verify them because the funds were transferred from my device or for some other reason. I did not provide a password or access to the hackers. I still have evidence on my device.
Company Response:
State: NY
Zip: 11364
Submitted Via: Web
Date Sent: 2022-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-13
Issue: Other transaction problem
Subissue:
Consumer Complaint: Someone cloned and hacked my cellphone, and on XX/XX/2021 they used my phone to initiate forgot password on my yahoo email, and then to enter into my email. They then reset my Coinbase password using the " forgot password '' method with Coinbase. They converted all of my cryptocurrency to XXXX, then they initiated a {$1000.00} buy of XXXX. The {$1000.00} was transferred from my bank account to Coinbase, it was then used to buy XXXX, and then all the XXXX was sent to a Coinbase XXXX wallet. In total {$1600.00} was stolen from me, converted to XXXX and sent to someone else 's crypto wallet. I had reached out to Coinbase. Initially they locked down my account and then stopped responding to me. I have, since then, managed to unlock my account and retrieve the transaction reference codes for the transactions and the transfers the hacker intiated through my account. I had also opened a case with Coinbase, and they did not communicate any resolutions to me, they provided no resolution with regards to this hacking, and closed the case. I have reached out to them multiple times and they have been uncommunicative and uncooperative. I have attached, to this complaint, screenshots of the unauthorized transactions, image of a letter from my cellphone provider company showing that my phone was hacked, and my email chain with Coinbase.
Company Response:
State: MD
Zip: 21001
Submitted Via: Web
Date Sent: 2021-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-13
Issue: Fraud or scam
Subissue:
Consumer Complaint: I have a Coinbase account, username XXXX XXXX with the email of XXXX, through which I hold and use a Coinbase debit card. The card is issued by XXXX. Users are instructed to not contact XXXX directly for any issues and are to contact Coinbase support only for any issues. On Saturday XX/XX/XXXX that card 's information was stolen and used for two fraudulent transactions. Transaction # 1 was made at XXXX EDT at XXXX XXXX XXXX for the amount of {$120.00}. Transaction # 2 was made at XXXX EDT at XXXX XXXX XXXX for the amount of {$100.00}. Transaction # 1 dropped my available balance below what was needed for transaction # 2, so transaction # 1 went through but transaction # 2 did not. Upon being made aware of these transactions I called Coinbase Card support at XXXX at XXXX EDT on the same date. It took me a little over 12 minutes to get Case # XXXX opened and was told that my account issues would be rectified within 10 business days. I received an email at XXXX EDT confirming that my case had been opened. The following morning of Sunday XX/XX/XXXX at XXXX EDT I provided screen shots via the email thread showing the two fraudulent transactions. I then received an email that stated my case was being worked by a specialist later that afternoon. I have received no further response from Coinbase support and my account has yet to be reimbursed or have the transactions stricken from it. I have sent a total of 9 follow up emails requesting updates along with reaching out to Coinbase support via XXXX under the user name of XXXX. All subsequent emails have never been answered and all posts on XXXX have been responded to by Coinbase stating that someone will reach out to me shortly, which has yet to happen. The only emails that I have received from Coinbase since Sunday XX/XX/XXXX and the time of this writing have been promotional emails and emails confirming me removing my assets from my account.
Company Response:
State: NC
Zip: 27587
Submitted Via: Web
Date Sent: 2022-01-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-13
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: I have an account with Coinbase.com and on XX/XX/2021 had approximately {$7500.00} in cryptocurrency in my account. During the early morning hours of XX/XX/2021 I received text messages from Coinbase of suspicious activities in my account and asked if it was me initiating these activities. I awoke from my sleep to answer the texts and responded that it was not me and locked my account. I called and learned that my money was safe but account was locked and would have to wait 24 - 48 hours to have access to my account. I specifically asked to verify that my money was not moved but again reassured that it was safe. I later learned that all my money but {$0.00} remained in my account. I also learned that my personal bank account linked to my Coinbase account had {$1000.00} transferred from my bank to Coinbase during this same time frame. In total, I sustained a loss of approximately {$8500.00}. Communicating with Coinbase to investigate what occurred has been almost impossible. Each time I spoke with a live representative, I was told that my case was being referred to the next level and that I would be contacted by that level within 24 hours. That " level '' has yet to contact me. Coinbase has failed to protect my money, replenish my losses and respond to my desperate requests for answers.
Company Response:
State: NY
Zip: 11720
Submitted Via: Web
Date Sent: 2021-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-13
Issue: Problem adding money
Subissue:
Consumer Complaint: Had issues adding funds from my XXXX account which had more than adequate funding. Coinbase, the recipient, had no customer support available. It is a 24/7 operation. Coinbase systems had issues recognizing the added account. It was not visible on user screen. The app and web browsers needed to be cleared and rebooted for the new account to appear. Coinbase uses a third party to accept username and password to the bank the client is adding. Coinbase still retains access to this information. The issue was submitted to Coinbase support three times. Reference Cases : XXXX, XXXX, and XXXX. Coinbase decided to allow 3 transactions in the total amount of {$610.00} and then returned to this client stating that there was a problem retrieving the funds. Today, XX/XX/2021, they removed monies from my account in excess of expected balance in an attempt to recoup funds that they cound not retrieve from XXXX. Monies could not be transferred into their system to balance the account to their wishes as their failed monetary transfer system failed! They have cost me potentially hundreds of dollars, there is no customer support and cryptocurrency is highly volatile. This client account holder has done absolutely nothing wrong. The systems failed to act according to design which is Coinbase 's responsibility. Coinbase owes me {$700.00}!
Company Response:
State: CO
Zip: 80302
Submitted Via: Web
Date Sent: 2021-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-12
Issue: Money was not available when promised
Subissue:
Consumer Complaint: The company Im dealing with is Coinbase, Im having issues with their platform Coinbase XXXX. On XXXX XXXX 2021 I initiated a transfer of {$3600.00}. About 30 mins later I called to close my account because their was fraudulent activity. They closed the account and had me verify my account. I send them my Drivers license and a selfie to prove my identity and to regain access Into my account. My account was available 24 hrs after it was locked. I realized that the money I had transferred wasnt in my account. I submitted a ticket and I havent received any answers of where my money is. I received an email on XXXX XXXX that my money was available but its yet to show up in my account. Ill attach proof of the email down below. All the company has to do is check in their systems for my account history and theyll see deposit, transfer history and itll show that Im supposed to have an additional {$3600.00} that I deposited. I already checked the statements online and the last transaction is my deposit of {$3600.00} that still isnt available. The company doesnt use account numbers to identify customers, they use emails or case number. My email is XXXX and I pending car number with them is XXXX XXXXXXXX XXXX XXXX.
Company Response:
State: TX
Zip: 79907
Submitted Via: Web
Date Sent: 2021-12-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-12
Issue: Problem adding money
Subissue:
Consumer Complaint: I have been locked out of my account and existing funds on said account since the middle of XXXX. Coinbase is saying my account is " under review '' but I have re-verified all of the information that they asked for identity verification purposes multiple times now. There are funds in the form of cryptocurrency on the account that I have been unable to convert, sell, withdraw, etc. I feel this is unjust and negligent on their part seeing as I put hard earned capital into my Coinbase account in good faith that I would be able to access it after the investment grows. That capital investment has since done good in a particular coin that they seem to have liquidity issues with, and now they're not letting me make any additional trades. I have opened up multiple tickets to try to expedite the " review process '' but the customer service is terrible and they keep sending me back an automated reply instead of actually answering my questions honestly. There is a total lack of transparency on their end. I believe they have a liquidity issue with a certain cryptocurrency and they are using " account review '' as an excuse to block me from trading ; because they reviewed my account history and see that I am only buying and holding the coin they're super short on. So much for a " free market ''.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-12-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A