Consumer complaint received 2021-07-13
Company: Coinbase, Inc.
State: OH
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Fraud or scam

Complaint:
I have had an account with Coinbase since XXXX. On XX/XX/XXXX, my account was compromised, with several unauthorized actions taken by the perpetrator. These actions included the attempted ( or successful ) theft of XXXX, initiating several XXXX transfers and purchase of additional XXXX XXXX from my linked bank account, and changing the phone number associated with my account. I think that the perpetrator gained access to my Coinbase account through the takeover of the email address that was ( and is ) associated with my Coinbase account.. XXXX XX/XX/XXXX, I immediately called the Coinbase automated phone line to lock my account. 

I have not been able to regain access to my Coinbase account AT ALL since the account was compromised on XX/XX/XXXX ( now almost XXXX  weeks ago ). This is due to the fact that I can not proceed to verify my identity with Coinbase, as the 2 factor authentication code that is required to log into the account is being sent to the perpetrators phone number that has been added to my account. Without this 2FA code, I cant get into the account. I need Coinbase to help me get back into my account. 

Coinbase does not offer live customer service. Instead, you must submit a request through their website for assistance. I have repeatedly sent requests to Coinbase for assistance in accessing my account. The responses I get from Coinbase have been form letter-style auto responses from their bots. The responses have promised that my account had been referred to a specialist to resolve my issue, and that they typically respond within 4-5 days. A response from the specialist to help me simply access my account so I can surmise the damage never came. 

So, I then tried to escalate my case to try and get a resolution through Coinbases internal complaint process. I submitted the complaint on XX/XX/XXXX, and was promised a response within 15 business days. Shortly before day XXXX, on XX/XX/XXXX, I got an email from Coinbase stating that they required up to an additional 20 days to research my issue. Shortly before the end of this additional waiting period, on XX/XX/XXXX, I received an email from the Complaint resolution area instructing me that someone would be in touch with me to assist me, and to try and let customer service resolve the issue. More promises of help that never came. A complaint resolution process that provided nothing other than further delays in getting this issue resolved. This is the most disturbing lack of care for customers and their financial assets that I have ever experienced. Being the victim of cyber crime is incredibly unsettling ; having a company that you have trusted to do business with offer no support or help of any kind to resolve the issue is equally bad, and has made the whole episode immeasurably worse. Coinbase is a US based, publicly traded company, and should be required to offer prompt assistance in these situations. 

I have attached several of the emails that I sent to/received from Coinbase customer support and Coinbase complaint resolution for your review. I have sent a total of 15 requests/emails to Coinbase since XX/XX/XXXX and have not gotten a resolution.

Company response to consumer: Closed with explanation