Consumer complaint received 2021-08-24
Company: Coinbase, Inc.
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Fraud or scam

Complaint:
This is all related to my Coinbase Pro account ( case # XXXX XXXX. I tried to log in on XX/XX/XXXX and could not. They said someone from XXXX was trying to get into my account. They asked me if I knew anyone from XXXX, I said no. They asked me if I had given my password to anyone. I said no. They said ok, then we will block them. I started a withdrawal in the amount of {$510.00}. When I logged back in to see where the withdrawal was, I noticed all of my crypto was gone except of XXXX cents of XXXX. 
I just called Coinbase at XXXX and XXXX and talked with someone regarding my case # XXXX. They said all of my crypto assets had been stolen. This is the first time I have heard this and this complaint has been filed for a week. When I called both of these numbers back they said they have been disconnected. On both calls the person hung up on me when I asked for a full accounting of my account for XXXX. 
I have completed the Coinbase complaint form regarding not having access to my account and another one requesting reports of all XXXX transactions my account. I have been promised twice that someone would contact me within 24 hours, and nobody has called me. In addition to the two Coinbase Complaint Forms, I have filed a Complaint with the Better Business Bureau and now I need all my account transactions reports and crypto balances for XXXX to file a State Complaint, an SEC Complaint and then follow through with a lawsuit. 
Coinbase has no method of escalating Fraud or getting ahold of a Senior level person to report and resolve Fraud in a timely manner. To wait a week to tell me that my crypto asset had been stolen is complete negligence. In addition, my access was taken away and when I called in you said my account had been hacked. You asked me if I knew anyone from XXXX and I said no and then you asked me if I had provided anyone with my password and I said no. You said someone had tried to access my account and that you were going to block them. COINBASE DID NOT BLOCK THIS PERSON FROM MY ACCOUNT AND ALL MY CRYPTO ASSETS WERE STOLEN. I now need a complete accounting of my account to file additional complaints and sue you ( reference attachments ). 
I have sent 5 emails requesting an accounting of my account and there is no response ( see email verbiage below ) : This is a fifth request for an accounting of my account holdings each day during XX/XX/XXXX. In addition, I need an accounting of all transactions in my account during XXXX. I need to file a complaint with the SEC immediately! You guys are not responding within the period of time you told me you would. This issue started on XX/XX/XXXX. It has now been 20 days. I do not have access to my account and nobody has called me. You are a publicly traded company and have complaints for bad Customer Service. You promised you would change that and you have not. PLEASE PROVIDE THE RECORDS/REPORTS I AM REQUESTING ASAP! 

Coinbase is not responding and XXXX just did a story on this. They are not following their complaint guidelines.

Company response to consumer: Closed with monetary relief