Consumer complaint received 2023-01-15
Company: Coinbase, Inc.
State: NY
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other transaction problem

Complaint:
XXXX XXXXXXXX at XXXX my cellphone suddenly stopped working. After numerous calls to my provider ( XXXX XXXX ) and visit at their corporate store i have learned that my number that I owe for XXXX years was stolen from me. Someone ported the number to a different provider without my consent. After more than XXXX of working with the store the number was found but was not restored ( they got it back XXXX XXXX later ) That was just a beginning of my problems. After I got back home I started calling all of my CC and banks to lock my accounts. I went online to change passwords and followed everyone 's procedures. I have been using Coinbase for my cryptocurrency trading. I couldn't log in to my account as I didn't have access to my phone and they need to send me a code as part of XXXX stage verification process. I decided to call their customer service. I reached their automated service and had an option to lock my account by pressing a designated number if for any reason I felt like my account might. have been compromised. I choose the option to lock the account at prompted. I didn't trust the automated system and decided to follow up and call their customer service. I got XXXX of their customer service representatives on the phone and learned that there was some transactions made that day but there was a hold on it for XXXX and nothing have left my account yet. I called about XXXX after the transaction was initiated and was assured by that person that the transaction was still on hold. I requested for my account to be locked then. On their website they have an explanation of what the lock XXXX  the account means. It clearly states that all of the devices will be logged out from the account and all pending transactions will be cancelled. After I got my phone back and all of my ac counts secured I called Coinbase ( XX/XX/XXXX ) to unlock my account. I have learned from the agent I spoke with that all of my assets have left my account. Apparently the person I spoke with on the XX/XX/XXXX never locked my account neither the automated system I used!!! After that there was just lie after lie from Coinbase trying to get out of this situation. Is Coinbase involved in that fraud? Was it intentionally left to clear? Why wouldn't they take responsibility for their employee 's mistake? If my account was locked on XX/XX/XXXX as I requested my assets would never have left my account!!! It is their own policy. They are trying to explain that once XXXX  transaction hit blockchain it is not reversible ... That I understand!!! my question is why this transaction was allowed to hit the blockchain? It didn't when I called and requested the lock on the account. Coinbase is responsible for my loss and they keep refusing to take responsibility for it!!! I got proof for all of it ... and I requested them to save the recording of my conversation from XX/XX/XXXX with their representative. They have confirmed via email that they have it and XXXX of their supervisors have listened to it and confirmed that I have requested my account to be locked that night. I do not know where to go and how to proceed .... They will not let me speak any person that could make any decisions 's and they keep sending me this emails trying to get out of this. It's been a moth and nothing has been done.

Company response to consumer: Closed with explanation