Consumer complaint received 2021-05-06
Company: Coinbase, Inc.
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
I would like to report unauthorized transactions made on my Coinbase account. This is to ensure Coinbase is advised of all steps taken by me, in an effort to work with Coinbase to resolve this matter and regain access to my Coinbase account. 
XX/XX/XXXX : Text came that my XXXX password was reset. On Phone w/XXXX, I get text that Coinbase password was reset. Asked XXXX for SIM Lock & Port Freeze. XXXX  rep reset my PIN, changed password. 
XX/XX/XXXX : Called Internet Service Provider, XXXX by XXXX to change password on email used to login to the XXXX and Coinbase. 
XX/XX/XXXX : Received emails from Coinbase for following four unauthorized transactions : 1 ) {$100.00}, 2 ) {$400.00}, 3 ) {$80.00}, 4 ) {$35000.00}. I called Coinbase XXXX to deactivate my account, and completed online form providing details. I received Coinbase email ( Case # XXXX ) with directions to take security precautions, and reply back when ready to restore access to my account. On XX/XX/XXXX, I completed all precautions and replied to Coinbase to restore access to account. 
XX/XX/XXXX : XXXX XXXX XXXX shows 2 transactions pending ; stop payment on both {$400.00} and {$35000.00}. Changed all banking and credit card passwords. 
XX/XX/XXXX : Called XXXX, spoke to XXXX. She said someone accessed XXXX account on XX/XX/XXXX, reset password, changed SIM card number within XXXX account. That allowed criminal to make unauthorized transactions remotely from a new SIM card and phone. XXXX put port freeze and SIM lock on account. 
XX/XX/XXXX : Email response from Coinbase state they are working with a specialist to address this issue ; to follow-up as soon as they have update. 
XX/XX/XXXX : Email from Coinbase stated the {$35000.00} and the {$400.00} transactions failed. If I dont take action, in 5 days they initiate automatic recovery. 
XX/XX/XXXX : I Email Coinbase with additional information and request status of their investigation of this issue. 
XX/XX/XXXX : I sent online inquiry to Coinbase for status update and request account access. They replied by email, and have passed all my info on to an account specialist reviewing the case ; state it generally takes 4-5 business days. 
XX/XX/XXXX : I sent email inquiry to Coinbase asking for account specialist to respond with update and help me restore access to my Coinbase account. 
XX/XX/XXXX : Corporal Landis Suwannee County Sheriffs Department took info and documentation to share with investigators in his office and file police report regarding the unauthorized transactions reported to Coinbase. 
XX/XX/XXXX : I filed identity theft report with the Federal Trade Commission regarding the unauthorized transactions reported to Coinbase. 
XX/XX/XXXX : I sent email inquiry to Coinbase asking for account specialist to respond with update and help me restore access to my Coinbase account. 
Further details such as case numbers, or transaction codes can be provided upon request.

Company response to consumer: Closed with explanation