Consumer complaint received 2021-11-13
Company: Coinbase, Inc.
State: DE
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-issue: Charged for a purchase or transfer you did not make with the card

Complaint:
On the morning of XX/XX/2021, three unauthorized transactions appeared on my Coinbase Visa Debit card. This card is still in my physical possession. 

The transaction details are as follows : XX/XX/2021, XXXX XXXX EST, {$730.00} was charged to XXXX, a company based in XXXX, XXXX. 
XX/XX/2021, XXXX XXXX EST, {$740.00} was charged to XXXX, a company based in XXXX XXXX XXXX XXXX. 
XX/XX/2021, XXXX XXXX, {$730.00} was charged to XXXX, but declined due to insufficient funds remaining in my account. 

I would like the first two charges be refunded to my account for a total of {$1400.00}. 

The following is a timeline of my actions and Coinbase 's responses : I was made aware of the transactions when a notification appeared on my phone after the declined transaction at XXXX XXXX, XX/XX/2021. I immediately locked the card and declared it lost/stolen and attempted to contact Coinbase customer support. 
I found out that coinbase customer support works via email, rather than a live conversation. 
At XXXX, XX/XX/2021, I submitted a customer support ticket email detailing the fraudulent transactions and asking for help. 
At XXXX, XX/XX/2021, Coinbase customer support replied stating that I needed to resubmit my ticket and that the department I reached was unable to help with compromised cards. 
At XXXX XXXX, XX/XX/2021, I submitted new customer support tickets to multiple departments detailing the fraudulent transactions and asking for help. 
At XXXX, XXXX XXXX, Coinbase customer support replied asking for the transaction details. 
At XXXX, XX/XX/2021, I replied to Coinbase customer support and provided the transaction details. 
At XXXX, XX/XX/2021, Coinbase customer support replied stating that " this has been a known issue today '' and they have escalated the issue to the fraud team. 
After that, I asked for an update and received the same response. 
It is now XX/XX/XXXX and I have still not had the charges refunded and have lost a total of {$1400.00}. 

During this time period, I attempted to contact the two vendors, XXXX and XXXX to inform them of the fraud. I was informed by XXXX that they received numerous suspicious orders at the same time period and were working to cancel the orders. 

I also did an internet search for " Coinbase Debit Card Compromised '' and found that there were over XXXX comments across several posts discussing compromised coinbase debit cards. The most active discussion was on XX/XX/2021 and can be found here " https : //www.reddit.com/r/CoinBase/comments/q8zxda/gosselin_photo_web/ ''. 
There are over a XXXX comments discussing the same event. Unauthorized charges to " XXXX XXXX XXXX XXXX' appeared on an individuals coinbase debit card while the physical card was still in the individual 's possession. 

Based on my experience on XX/XX/2021, the conversation I had with the vendor XXXX, and the reddit post on XX/XX/2021, I believe XXXX has had at least one or two major security breaches that exposed the payment details of their customers. It has been almost 30 days since the reddit post on XX/XX/2021, however Coinbase has not published any information or warned their customers of this potential breach. I believe the public should be made aware of this before more theft occurs.

Company response to consumer: Closed with explanation