Consumer complaint received 2021-02-03
Company: Coinbase, Inc.
State: OK
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other transaction problem

Complaint:
I downloaded the Coinbase app in XXXX and bought some xrp crypto. There wasn't any problems. In XXXX, I sold the crypto except for the Ethereum  and transferred the money back to our bank account. 
The trouble started in XXXX when I decided to buy more Ethereum and Litecoin, and bought a fraction of Bitcoin. I had over XXXX Litecoins and over XXXX Ethereum. One of the transactions was for {$7000.00}. I looked at my bank account and noticed a double charge of {$7000.00}. I tried using their automated customer service, to no avail -there is no way to contact them they have no customer service until it affects them, so I stopped payment on the second {$7000.00}. Late that evening, after I had already stopped payment, I received an email ( enclosed XXXX from Coinbase letting me know they were aware of the mistake, and would replace the {$7000.00}. I responded to the email, only to find out was a no-reply email. It was too late, so I ended up with an extra {$7000.00} in my account! I finally called Coinbase Support XXXX, which locked my account. That's when I got a call from a man named XXXX from Coinbase was assigned to my case XXXX XXXXXXXX. I guess Coinbase outsources to XXXX. I tried to explain what was going on. I called our bank to release the stop on {$7000.00}. I thought he was helping me he helped Coinbase to XXXX Litecoins and XXXX Ethereum - took account value from near {$30000.00} to approx. {$13000.00}. {$170000.00} taken for a {$7000.00} Coinbase error. ( Screenshots ) A few days later, he restored all of my crypto except for the XXXX Litecoins for the {$7000.00} that Coinbase had put " back '' in my account. ( Screenshot ) Then on XX/XX/XXXX, I received on email from coinbase telling me that I had initiated a buy of Etherium, and I owed them {$12000.00} ( I didn't initiate any buy and didn't owe any money ), and that they were going to do an automatic recovery on XX/XX/XXXX. I called XXXX at XXXX to find out what was going on- no answer - no call back. Coinbase had unlocked my account, but still had restrictions on the account where I couldn't transfer funds. I had tried to move funds back to my bank. My account was a sitting duck. I got an email on XX/XX/XXXX, telling me that the recovery was complete, so I opened my account to see that all of my Ethereum was gone -not {$12000.00}, but over {$20000.00}. After that I called the XXXX again and left a message and told him all of my Ethereum was taken out of my account and he was the only one who had access to my account. he called me back. He transferred what was left in my Coinbase account - {$6700.00} - back into my bank. He said he would check into the missing Ethereum, and call me back, and if course, he didn't. I can't even get into my account now, because I need a verification code, with no way to get one. Over {$20000.00} value at that time was taken and the Ethereum is worth more now. Thank you for looking into this. XXXX XXXX

Company response to consumer: Closed with explanation