Consumer complaint received 2020-06-23
Company: Coinbase, Inc.
State: GA
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other transaction problem

Complaint:
XX/XX/XXXX I tried to change my cell phone number in my Coinbase account. Which holds my BITCOIN crypto currency and at the price I purchased it. 
Because I no longer have my old cell phone number. 
When I try to login to my Coinbase account with my user name and password.

I am then taken to a 2 step verification process which sends a code to my old cell phone to complete the login process. Since I don't have my old cell phone number. 
I have to click on the link that Coinbase provides to change my cell phone number. 
This link doesn't give you the option to change your number. 
Instead it keeps sending the verification code to my old cell phone number. 
When I tried to call Coinbase customer support. They disabled my account and said I have to login and recover my account.

I CAN '' T LOGIN TO CHANGE MY NUMBER OR RECOVER MY ACCOUNT! 

When I try to open a online support request. I just get the run around saying I need to login to recover my account. Which I believe this is done by design which is theft by taking. 

So I am bringing this to your attention to warn others and maybe help me with this issue. I am also enclosing and attaching my supporting documentation. 

Thankyou XXXX XXXX XXXX XXXX Coinbase Support Tue XX/XX/XXXX XXXX XXXX  To : XXXX Hello, Thanks for contacting Coinbase Support. 

XXXX checked your account and your original request is under review. Youll hear back from one of our agents regarding your request, and we thank you for your patience. Please note that the review process cant be expedited. 

Thanks, Coinbase Support We can't paste this image from the Clipboard, but you can save it to your computer and insert it from there. 

ref : XXXX : ref [ Reply ] Case #  XXXX - Case # XXXX - Case # XXXX - New phone number Change has not been resolved. I am trying to change my account phone number from XXXX to my new number XXXX. How do I file a phone change request Coinbase Support Tue XX/XX/XXXX XXXX XXXX  To : XXXX Hello XXXX, Thank you for following up with us. 

As your inquiry is already being addressed, we will merge this request with case XXXX. 

Please reply by email to the case cited above as this will ensure that the account specialist reviewing your case is notified. Please note, creating multiple cases may cause a delay in our review. 

Thanks, Coinbase Support We can't paste this image from the Clipboard, but you can save it to your computer and insert it from there. 


ref : XXXX : ref XXXX XXXX XXXX Mon XX/XX/XXXX XXXX XXXX Hi XXXX, This sounds like a customer service issue, and my recommendation to you is, once this is resolved, never to use or recommend Coinbase again. They are not a good company in my opinion. If you are just buying Bitcoin, cover using XXXX or XXXX. 

Meanwhile, you should make a complaint here, this might help get your case resolved : https : //www.consumerfinance.gov/complaint/ Good luck! 

XXXX XXXX, XXXX. 

Managing Attorney XXXX XXXX XXXX ( XXXX ) XXXX | XXXX | XXXX | XXXX XXXX XXXX, XXXX  XXXX XXXX XXXX CA XXXX | XXXX | XXXX Important : The contents of this email and any attachments are confidential. They are intended for the named recipient ( s ) only. If you have received this email by mistake, please notify the sender immediately and do not disclose the contents to anyone or make copies thereof. 

On Sun, XX/XX/XXXX at XXXX XXXX  The XXXX XXXX XXXX wrote : Name : XXXX XXXX Email : XXXX Phone Number : XXXX Message : Coinbase has locked me out of my account when I tried to change my telephone number.

Their platform gives me a link to change my number and it keeps sending the 2 step code to my old phone number. When I tried to call them they disabled my account. 

Email contact results in a endless loop of no support. 

What can I do? Can you help me with this issue and how much do you charge? 

I am enclosing some supporting email correspondence. 

Case # XXXX - Case # XXXX - New phone number Change has not been resolved. I am trying to change my account phone number from XXXX to my new number XXXX. How do I file a phone change request? 

Coinbase you are deliberately giving me the run around.

You will Immediately reactivate my Coinbase account so I can access my BITCOIN. 

You will Immediately change my phone number to XXXX on your end. 

Your procedure to change my telephone number doesnt work and you know it. 

When I tried to call Customer No Support you deactivated my Coinbase account. 

You are the custodian of my assets. You have a fiduciary responsibility to return my assets within a reasonable time period, and address the issues appropriately. Simply ignoring my issue because you don't know what to do, or not empowered to do anything about is not acceptable. At a certain point it becomes theft by taking, and unlawful enrichment, which can lead to a criminal complaint. In accordance California Statues. Senior Management can not hide behind a Corporate veil if they ( or employees they manage ) are complicit in their actions. 

I will not let you hide behind your poor customer support. You didnt even call my new number. 

I have already given you a reasonable time period to address the issues appropriately. 

By design you have your platform setup so I cant login to my account to change my telephone number. Your platform keeps sending the 2-step code to my old phone number and you know it. 

I will NOT complete your recovery process you will fix it on your end and email me within 24 hours when it has been completed with an apology for my inconvenience and a follow-up call to my new telephone number XXXX to verify that I am still a satisfied Customer! 

If this is NOT completed with 24 hours I will be forced to take stronger action. 

The following is my last withdrawal from my Coinbase account on XX/XX/XXXX and you already know my last attempt to login and change my phone number starting on XX/XX/XXXX and there has been no fraudulent activity that I am aware of because I cant login to tell you if there has been for all I know you have already stolen it and wont let me login to see! 

Date Payee Category Deposit Amount XX/XX/XXXX Coinbase.COM/BTC XXXX Personal Income : Other Inc XXXX XXXX XXXX XXXX XXXX {$5.00} I know Coinbase is no stranger to complaints concerning your ethics policy! 

This is another Coinbase Customer Comment : Coinbase is the most fraudulent and deceiving company to buy bitcoin or any crypto ... they can't provide support, and their policy practices are very deceiving ... be aware that if you send money ( crypto ) to an email address that's is not yet active with them, they will do  anything in their power to not make it possible for that person to validate that email address with them, so the money can not be claimed ... this happened to me, and their policy says that if this happens to you, then you would have to wait for 30 days and then if the money has not been claimed in that email the money will be returned to you ... it has been already almost 2 months and their responses are vague and ridiculous ... they keep changing the case number assigned to my case, so every time I need an update they don't even know where to start, so basically that money remains in a limbo, or in their pocket better ... waiting for the person to give up to dispute it for them to take over ... the only word that can be applied to them or this kind of practice is THIEFS AND ROBBERY ... and by the way, it is almost impossible to speak with a person, and when you are able to all they say is I'm sorry but you have to write an email, and an specialist is gon na be in contact with you ... well I have written more than 10 emails during the last week and all I have got are those automate responses but nothing regarding my money ... I have found out this last week that they have already thousands of complaints and they are under investigation ... hopefully somebody can do something about this company ... HOPEFULLY A CLASS ACTION CAN STOP THEM ... BUY YOUR BITCOIN SOMEWHERE ELSE! AND LET THE XXXX KNOW THAT THEIR TUTORS AT XXXX UNIVERSITY MUST BE VERY PROUD OF THEM, THEY HAVE PROBABLY GRADUATED XXXX HONOR AS THE BIGGEST THIEFS EVER ... 

Another Customer complaint concerning the fact that Coinbase is no stranger to complaints concerning their ethics policy! 

CLOSE MY ACCOUNT COINBASE! Case # XXXX It has been weeks and I haven't had a single response from COINBASE. Just like everyone else on here having the same issues. NO WORDS OR SUPPORT WHATSOEVER. 

I would to have my ACCOUNT CLOSE ASAP and my funds either RETURNED TO SENDERS OR give me access to send to an external wallet. 

Coinbase restricted my account for no justifying reason, they are absolutely vile, horrendous and couldn't care less about the well being of their clients. Just have a look at reviews on XXXX AND APP STORE, it will tell you all you need to know about this disgraceful company. 

YOU WILL NOT HAVE ACCESS TO YOUR FUNDS THE MOMENT YOU DEPOSIT INTO COINBASE, SO STAY AWAY FROM THIS APP! DO NOT GIVE THEM YOUR MONEY! YOU WILL NEVER SEE IT AGAIN Case # XXXX - Case # XXXX - New phone number Change has not been resolved. I am trying to change my account phone number from XXXX to my new number XXXX. How do I file a phone change request? It is very frustrating gettin ... 

Coinbase Support Fri XX/XX/XXXX XXXX XXXX  To : XXXX Hello XXXX, Thanks for contacting Coinbase Support. 

It looks like you recently locked your Coinbase account by calling Coinbase Support. We will be able to recover your account, but please read below before attempting self recovery. 

Intentional Lockout If you locked your account due to a security concern, we will conduct a security review ( do not attempt self recovery ). To help expedite our security review, please reply to this email and answer these questions to the best of your ability : - When was your last successful login and authorized action on your account? 

- Please list any unauthorized actions, including the amount and timing of any transactions. 

Unintentional Lockout If you locked your account by accident and are NOT experiencing account security concerns, you can recover access to your Coinbase account by following these steps : 1 ) Go to the Coinbase login page on a desktop or mobile web browser. 

2 ) Enter your email address and password ( this will prompt the self-recovery process ).

3 ) Complete 2-factor authentication.

4 ) Begin identity verification.

- Take a photo of a valid ID and upload it to Coinbase.

- Take a photo of yourself ( a selfie ) and upload it to Coinbase.

Please note that this process can not be completed using the mobile app. You will need to complete this process on a desktop or mobile browser.

If you're having trouble getting your upload completed, please refer to the following help page from the Coinbase Help Center : https : XXXX? XXXX If you continue to have access issues, please let us know and we will continue the troubleshooting process. 

Thanks, Coinbase Support ref : XXXX : ref From : Coinbase Support Sent : Friday, XX/XX/XXXX XXXX PM To : XXXX Subject : [ Reply ] Case # XXXX - Case # XXXX - New phone number Change has not been resolved. I am trying to change my account phone number from XXXX to my new number XXXX. How do I file a phone change request? It is very frustrating gettin ... 

Hello XXXX, Thanks for contacting Coinbase Support. 

It looks like you recently locked your Coinbase account by calling Coinbase Support. We will be able to recover your account, but please read below before attempting self recovery. 

Intentional Lockout If you locked your account due to a security concern, we will conduct a security review ( do not attempt self recovery ). To help expedite our security review, please reply to this email and answer these questions to the best of your ability : - When was your last successful login and authorized action on your account? 

- Please list any unauthorized actions, including the amount and timing of any transactions. 

Unintentional Lockout If you locked your account by accident and are NOT experiencing account security concerns, you can recover access to your Coinbase account by following these steps : 1 ) Go to the Coinbase login page on a desktop or mobile web browser.

2 ) Enter your email address and password ( this will prompt the self-recovery process ).

3 ) Complete 2-factor authentication.

4 ) Begin identity verification.

- Take a photo of a valid ID and upload it to Coinbase.

- Take a photo of yourself ( a selfie ) and upload it to Coinbase. 

Please note that this process can not be completed using the mobile app. You will need to complete this process on a desktop or mobile browser. 

If you're having trouble getting your upload completed, please refer to the following help page from the Coinbase Help Center : https : //support.coinbase.com/customer/en/portal/articles/2974978-account-recovery-faq? b_id=13521 Account recovery FAQ | Coinbase Help How do I recover my account? If you've lost access to the email address associated with your Coinbase account, locked yourself out of your account, or lost access to your account : If you no longer ha support.coinbase.com If you continue to have access issues, please let us know and we will continue the troubleshooting process. 

Thanks, Coinbase Support ref : XXXX : ref Thanks XXXX The content of this message is confidential. If you have received it by mistake, please inform us by an email reply and then delete the message. It is forbidden to copy, forward, or in any way reveal the contents of this message to anyone. The integrity and security of this email can not be guaranteed over the Internet. Therefore, the sender will not be held liable for any damage caused by the message. 

From : Coinbase Support Sent : Tuesday, XX/XX/XXXX XXXX XXXX  To : XXXX Subject : [ Reply ] Case # XXXX - Coinbase you are deliberately giving me the run around. 

Hello XXXX, Thank you for following up with us. 

As your inquiry is already being addressed, we will merge this request with case XXXX. 

Please reply by email to the case cited above as this will ensure that the account specialist reviewing your case is notified. Please note, creating multiple cases may cause a delay in our review. 

Thanks, Coinbase Support ref : XXXX : ref Coinbase you are deliberately giving me the run around. 

You will Immediately reactivate my Coinbase account so I can access my BITCOIN. 

You will Immediately change my phone number to XXXX on your end. 

Your procedure to change my telephone number doesnt work and you know it. 

When I tried to call Customer No Support you deactivated my Coinbase account. 

You are the custodian of my assets. You have a fiduciary responsibility to return my assets within a reasonable time period, and address the issues appropriately. Simply ignoring my issue because you don't know what to do, or not empowered to do anything about is not acceptable. At a certain point it becomes theft by taking, and unlawful enrichment, which can lead to a criminal complaint. In accordance California Statues. Senior Management can not hide behind a Corporate veil if they ( or employees they manage ) are complicit in their actions. 

I will not let you hide behind your poor customer support. You didnt even call my new number. 

I have already given you a reasonable time period to address the issues appropriately. 

By design you have your platform setup so I cant login to my account to change my telephone number. Your platform keeps sending the 2-step code to my old phone number and you know it. 

I will NOT complete your recovery process you will fix it on your end and email me within 24 hours when it has been completed with an apology for my inconvenience and a follow-up call to my new telephone number XXXX to verify that I am still a satisfied Customer! 

If this is NOT completed with 24 hours I will be forced to take stronger action. 

The following is my last withdrawal from my Coinbase account on XX/XX/XXXX and you already know my last attempt to login and change my phone number starting on XX/XX/XXXX and there has been no fraudulent activity that I am aware of because I cant login to tell you if there has been for all I know you have already stolen it and wont let me login to see! 

Date Payee Category Deposit Amount XX/XX/XXXX Coinbase.COM/BTC XXXX Personal Income : Other XXXX XXXX XXXX XXXX XXXX XXXX {$5.00} I know Coinbase is no stranger to complaints concerning your ethics policy! 

This is another Coinbase Customer Comment : Coinbase is the most fraudulent and deceiving company to buy bitcoin or any crypto ... they can't provide support, and their policy practices are very deceiving ... be aware that if you send money ( crypto ) to an email address that's is not yet active with them, they will do anything in their power to not make it impossible for that person to validate that email address with them, so the money can not be claimed ... this happened to me, and their policy says that if this happens to you, then you would have to wait for 30 days and then if the money has not been claimed in that email the money will be returned to you ... it has been already almost 2 months and their responses are vague and ridiculous ... they keep changing the case number assigned to my case, so every time I need an update they don't even know where to start, so basically that money remains in a limbo, or in their pocket better ... waiting for the person to give up to dispute it for them to take over ... the only word that can be applied to them or this kind of practice is THIEFS AND ROBBERY ... and by the way, it is almost impossible to speak with a person, and when you are able to all they say is I'm sorry but you have to write an email, and an specialist is gon na be in contact with you ... well I have written more than 10 emails during the last week and all I have got are those automate responses but nothing regarding my money ... I have found out this last week that they have already thousands of complaints and they are under investigation ... hopefully somebody can do something about this company ... HOPEFULLY A CLASS ACTION CAN STOP THEM ... BUY YOUR BITCOIN SOMEWHERE ELSE! AND LET THE XXXX KNOW THAT THEIR TUTORS AT XXXX UNIVERSITY MUST BE VERY PROUD OF THEM, THEY HAVE PROBABLY GRADUATED XXXX HONOR AS THE BIGGEST THIEFS EVER ... 

Another Customer complaint concerning the fact that Coinbase is no stranger to complaints concerning their ethics policy!

CLOSE MY ACCOUNT COINBASE! Case # XXXX It has been weeks and I haven't had a single response from COINBASE. Just like everyone else on here having the same issues. NO WORDS OR SUPPORT WHATSOEVER.

I would to have my ACCOUNT CLOSE ASAP and my funds either RETURNED TO SENDERS OR give me access to send to an external wallet.

Coinbase restricted my account for no justifying reason, they are absolutely vile, horrendous and couldn't care less about the well being of their clients. Just have a look at reviews on XXXX AND APP STORE, it will tell you all you need to know about this disgraceful company. 

YOU WILL NOT HAVE ACCESS TO YOUR FUNDS THE MOMENT YOU DEPOSIT INTO COINBASE, SO STAY AWAY FROM THIS APP! DO NOT GIVE THEM YOUR MONEY! YOU WILL NEVER SEE IT AGAIN Case # XXXX - Case # XXXX - New phone number Change has not been resolved. I am trying to change my account phone number from XXXX to my new number XXXX. How do I file a phone change request? It is very frustrating gettin ... 

Coinbase Support XXXX Fri XX/XX/XXXX XXXX PM To : XXXX Hello XXXX, Thanks for contacting Coinbase Support. 

It looks like you recently locked your Coinbase account by calling Coinbase Support. We will be able to recover your account, but please read below before attempting self recovery. 

Intentional Lockout If you locked your account due to a security concern, we will conduct a security review ( do not attempt self recovery ). To help expedite our security review, please reply to this email and answer these questions to the best of your ability : - When was your last successful login and authorized action on your account? 
- Please list any unauthorized actions, including the amount and timing of any transactions. 

Unintentional Lockout If you locked your account by accident and are NOT experiencing account security concerns, you can recover access to your Coinbase account by following these steps : 1 ) Go to the Coinbase login page on a desktop or mobile web browser.

2 ) Enter your email address and password ( this will prompt the self-recovery process ).

3 ) Complete 2-factor authentication. 
4 ) Begin identity verification.

- Take a photo of a valid ID and upload it to Coinbase.

- Take a photo of yourself ( a selfie ) and upload it to Coinbase.

Please note that this process can not be completed using the mobile app. You will need to complete this process on a desktop or mobile browser.

If you're having trouble getting your upload completed, please refer to the following help page from the Coinbase Help Center : https : //support.coinbase.com/customer/en/portal/articles/2974978-account-recovery-faq? b_id=13521 If you continue to have access issues, please let us know and we will continue the troubleshooting process. 

Thanks, Coinbase Support ref : XXXX : ref

Company response to consumer: Closed with explanation