Consumer complaint received 2018-01-31
Company: Coinbase, Inc.
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
In late XX/XX/XXXX I set up an account at Coinbase and after doing the confirming my bank account process I bought {$1000.00} of bitcoin. 
I did not set up reacquiring payment but Coinbase started doing daily withdrawals of {$1000.00} on XX/XX/XXXX ; XX/XX/XXXX and three on XX/XX/XXXX. 
I went to my bank on XX/XX/XXXX and put stop payment on any more transactions from Coinbase. 
I tried calling Coinbase at ( XXXX ) XXXX but was put on hold for an hour or more and gave up. 
On XX/XX/XXXX I emailed Coinbase through XXXX about the situation. 
Doing an internet search, I found other phone numbers with one being XXXX which looked legitimate. On XX/XX/XXXX I called XXXX and was told they cant look up my account and needed to log onto my computer remotely to view my account which should have been a red flag. I allowed them access my computer and they went to my Coinbase account and set up {$940.00} to be sent to m

y Bitcoin address which was not what I was asking them to do. It showed as a test?

They moved other funds over from my Bitcoin wallet supposedly to be sent back to my bank. 

On XX/XX/XXXX I called XXXX and talked with XXXX who I allowed to access my computer and my Coinbase account. I got know where and asking for a supervisor then talked with XXXX and requested to put the {$940.00} back into my Bitcoin wallet. 

I called XXXX back on XX/XX/XXXX and was told the moved funds of {$4100.00} was to be sent back to my Bitcoin wallet. It was not. 
On XX/XX/XXXX I called XXXX and talked with a XXXX who accessed my computer and went to my Coinbase account said that both the {$940.00} and the {$4100.00} would be put back into Coinbase Bitcoin wallet by the XX/XX/XXXX. At that time I could sell some with it depositing into my bank and it should be there within an hour! Noting was deposited back into my personal bank account or my Bitcoin Wallet? 
In reviewing my account daily nothing was new except for confirmation details showing COMPLETED but all the funds were in the same place. 
On XX/XX/XXXX I called Coinbase at XXXX ( XXXX ) XXXX and after being on hold for over an hour I gave up and hung up. I called several more times and was put on hold for extended periods of time before I hung up. 
On that same day XX/XX/XXXX I did another internet search and from XXXX I got a number for Coinbase as XXXX. 
I called that number where they answered as Coinbase and I talked with XXXX XXXX who I allowed to access my computer remotely and reviewed my Coinbase account. I asked for a supervisor and talked with a XXXX. 
I was assured that everything was taken care of and not to worry. THEN they accessed my computer while I was away from my desk and got into my XXXX account and made unauthorized purchases. I was able to get two reversed, but one I was not able to cancel or reverse because the transaction came from my IP address.

I immediately called my computer tech and had him remove any programs where someone could access my computer. 
I went into my Coinbase account and contacted support by email with all the details of my situation. 
On XX/XX/XXXX, XXXX XXXX I called Coinbase at XXXX and using option Account Compromised I was put on hold and finally talked with XXXX. I told him everything and he disabled my account as Comprised and would escalate to an internal investigate. 
I got email from XXXX, XXXX : working with a specialist to address it properly. In that email there was ; Follow this link to view the status of your case and add additional comments : http : //support.coinbase.comXXXX In following that link I always get a page with Partial System Outage : A fix has been implemented and we are monitoring the results I replied to that email with the details of my Coinbase problems. 
On XX/XX/XXXX I got email from XXXX saying Thank you for contacting Coinbase. 
In an effort to more quickly respond to requests, directly emailing XXXX is no longer enabled. 
To get a response from our support team, please visit the following page and complete the request form : https : //support.coinbase.comXXXX Please use the email address that you use to log in to Coinbase, select the appropriate category, and include as much detail as possible when submitting your request. 
Thanks in advance for your patience and support. 
I went to https : //support.coinbase.comXXXX and it is a big run around getting me know where! 
On XX/XX/XXXX, XXXX XXXX  I called Coinbase at XXXX ; Finally talked with XXXX, who saw my account escalated to specialist, priority 10. I got and email from XXXX with Case # XXXX. 
Email below : Ive just checked your account and can confirm that your request has been properly escalated. 
For fastest response, please do not create multiple tickets about your issue. 
We respond to cases from oldest to newest, and creating new tickets only makes your case appear new again, moving it to the back of the line. 
I understand how frustrating it can be to wait, but this is the fastest way to receive a response. 
If your request is cleared, well send you an email. 
If you need any additional assistance in the meantime, please let us know. 
This message was sent to XXXX in reference to Case # XXXX Follow this link to view the status of your case and add additional comments : http : //support.coinbase.comXXXX Again, in following the link I got the page with Partial System Outage : A fix has been implemented and we are monitoring the results XX/XX/XXXX ; XXXX XXXX  called I called Coinbase at XXXX ; Finally talked with XXXX, who said my case was escalated priority 10, There was no supervisor he could let me talk to and nothing else he nor Coinbase could do ; for me to just wait patiently. 
XX/XX/XXXX, XXXX XXXX ; I called Coinbase at XXXX ; after being on hold for a long I finally talked with XXXX who said my case was labeled critical, priority 10 and a specialist should get to it soon and he could not do anything. 
XX/XX/XXXX ; XXXX XXXX ; I called Coinbase at XXXX, on hold 23 minutes ; talked with XXXX, told him to just close my account and send me my money! I got put on hold, he came back and said he cant do anything! 
I got the same email from XXXX no subject line ; Follow this link to view the status of your case and add additional comments : http : //support.coinbase.comXXXX Again, in following the link I got the page with Partial System Outage : A fix has been implemented and we are monitoring the results On XX/XX/XXXX ; I went to my bank and did a reversal on the 5 unauthorized charges of {$1000.00} each ; I got 5 emails from XXXX, 1- for each reversal. I received 5 separate deposits of {$1000.00} back into my bank account On XX/XX/XXXX ; XXXX XXXX ; I called Coinbase at XXXX ; Talked with XXXX, who said he could do nothing to just wait. I got email from XXXX, see below Hi there, Thanks for calling in earlier ; it was a real pleasure speaking with you today! 
This is a follow-up email for the call we had earlier regarding your escalated As promised, we have sent this issue out to a specialist to take a closer look and address it properly. I only ask that you please be patient as our specialists do have a long queue to process. 
Again, I really appreciate your speaking with me. It truly was a pleasure! If anything else comes up, or if your issue develops further, please dont hesitate to reply to this email! 
Thank you so much, -Coinbase Support Team This message was sent to XXXX in reference to Case # XXXX Follow this link to view the status of your case and add additional comments : http : //support.coinbase.comXXXX Again, in following the link I got the page with Partial System Outage : A fix has been implemented and we are monitoring the results XX/XX/XXXX ; I called Coinbase at XXXX ; talked with XXXX. As with most of my calls since the XX/XX/XXXX of this year I expressed my displeasure with their lack of doing anything on my Critical, High Priority 10. To just cancel my account and send my fuds to my bank. Was there anyone I could talk to or anyway to get this taken of. Why 45 days later had I heard nothing? XXXX was sympathetic, but he cant do anything. 

Since XX/XX/XXXX I have not been able to log onto my account and their link http : //support.coinbase.comXXXX always go to a page with Partial System Outage : A fix has been implemented and we are monitoring the results They have over {$5000.00} of my money and I cant access my account or get them to close it and send the funds to my bank.

Company response to consumer: Closed with explanation