Consumer complaint received 2021-09-02
Company: Coinbase, Inc.
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other transaction problem

Complaint:
On XX/XX/21 I received an XXXX  message from XXXX " on my phone XXXX -- -- XXXX advising me that my contact phone number was going to be modified in my COINBASE account! Then enter my account to see what was happening and change my password several times, receiving XXXX  messages ( up to XXXX with the same text changed the verification code, I attach the first of them as an example ) from '' COIN '' that It is a channel of XXXX communications from COINBASE and emails communicating the changes ( up to XXXX that I attach ) Next, I received other XXXX  from the address XXXX COINBASE channel, confirming various changes in my password ( up to XXXX, I attach the first of them as an example ) and then I received several SMS also from the address XXXX that later disappeared from my device, indicating on the one hand that to proceed with the verification of the account due to the multiple incidents during the previous hours I had to disable the two-factor authentication that I had enabled in my account for greater protection of funds to allow COINBASE to prevent any intervention by third parties ; and on the other, other messages also from XXXX with different codes ( up to XXXX ) that I had to enter in COINBASE emails that I was receiving ( AT LEAST I RECOGNIZED THEM AS GENUINE ) requesting the codes received by XXXX  from XXXX. As it seemed a process to me. Sophisticated enough to be genuine, I followed the steps requested and answered the successive emails from COINBASE until once the process was finished I could not access my account, as a third party had created a new XXXX double-factor verification and I did not I had access to it ( this happened at XXXX pm ) my last password had already been changed. All the XXXX  and emails disappeared from my email account and from the phone, so I came to the conclusion that my account had been hacked. To this day I still can not access my COINBASE account. 

I have been asked from COINBASE support to first create a new temporary account to restore my account and verify it by identifying myself through XXXX, which I have already done. Then they asked me to restore my original account whose login email is XXXX, create a new password for my XXXX email, and verify that my devices were not infected by a virus, which I have also done. ( I will attach in step 3 of this complaint several of these COINBASE support emails received ). Then they ask me to access my account but since the double factor XXXX verification is enabled by a third party, I can not and even though I have explained the situation, they do not solve the problem and insist that I access the account when they know perfectly that can not! 
As COINBASE recognizes in the mail of the XXXX, it amounts to {$8300.00} as of XXXX, stolen between XXXX AM and XXXX AM. XXXX XXXX PM XXXX XXXX XXXX $ XXXX - XXXX XXXX XXXX PM XXXX XXXX ETH $ XXXX XXXX XXXX XXXX PM XXXX XXXX XXXX $ XXXX XXXX Therefore, from XXXX on the XXXX and XXXX on the XXXX, COINBASE had more than XXXX hours to send me an email or simply block the account temporarily. 
The complaint in the first place has to do with the COINBASE security breach that, seeing the successive password changes and XXXX double factor authentication, which happened on XX/XX/21, should have temporarily blocked the account to proceed to verify my identity and ownership of the funds and thus protect my savings. In addition, the complaint is in the sense of the lousy customer service, unable to provide solutions and with meaningless automatic responses because I have done everything they have requested. They also offered me a one-time refund, which implies that some mistake they know they have made, however I have not received any news about it.

Company response to consumer: Closed with monetary relief