Consumer complaint received 2018-03-03
Company: Coinbase, Inc.
State: MD
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other transaction problem

Complaint:
My last successful login and action on my account was on XX/XX/XXXX involving the selling of all crypto assets ( ~ {$4000.00} USD ), and keeping said assets in my USD wallet account - This was done on XX/XX/XXXX at night Pacific Time, though I do not know the specifics of the timing.  Any actions conducted from XX/XX/XXXX onwards were not authorized by me. The motivation of selling said assets were to prevent my total capital gains from falling as the crypto-market was bearish. Likewise, I've always kept my crypto trades a secret from anyone. 

On XX/XX/XXXX, suspiciously convenient unauthorized actions were performed purchasing {$3000.00} and {$1000.00} worth of BTC on XX/XX/XXXX. I have confirmation e-mails of said actions that were received around XXXX and XXXX XXXX respectively. What is even more suspicious is that at XXXX XXXX, my 2FA settings were changed, though I did not receive notice of this until after my account was compromised. Likewise, a request to change my e-mail account was conducted at XXXX XXXX. 

I noticed these attacks an hour later after they happened, and unfortunately, immediately had to wait for another 2 hours or so waiting for the customer service fraud hotline to speak to me regarding my account. I felt extremely panicked especially when I logged into my account to check whether or not the deposit of {$4000.00} into my BTC was made - it was not.The call was rather unhelpful, as the only actions performed were to disable my account, and refer my case to a " specialist, '' with no time-frame given to as me when the issue would be resolved. 

After a LONG three-weeks after the incident, I received feedback on my case questioning the security of my household and wether other individuals had access to my information/codes. At the time, my household only contained two individuals - my mother and I - so naturally, I found it offensive that they questioned the integrity of the security of my household when this case arouses suspicion of internal fraudulent activity. 

Likewise, Coinbase suggested that I change the passwords of my Coinbase account, and to run malware scans on my computer, and to change my password of my e-mail accounts - all of which I had completed during my following customer support call. After having updated all that I can, I have not received any further communication with Coinbase since. Moreover, I remain locked out of my account with no ability to recoup my money that remains in my account. 

My case number : # XXXX Email : XXXX Phone Number : XXXX Side Notice : I had previously transferred money to a different wallet ( to XXXX ) in order to purchase XXXX   before. The documentation and evidence of this is attached as the e-mail correspondence with CoinBase suggests that I had chose to externally transfer my funds outwards. I have no e-mails confirming this except the one time transfer I made from Coinbase to XXXX in order to purchase XXXX. This can be cross confirmed with XXXX.

Company response to consumer: Closed with explanation