Consumer complaint received 2021-09-18
Company: Coinbase, Inc.
State: LA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
This is a mess... I have screenshots and made an extensive spreadsheet with transactions... 
I have been locked out of my account for a week.. 
I Just retained access and recovered my account today ( XXXX ) to see all of the fraudulent transactions... 
It is overwhelming to crunch all of the data on top of anxiety and stress of having my money stolen and taking losses in the crypto market without the ability to buy/sell any assets... 
I am beyond frustrated... please escalate this issue... I have been staying up day and night in worry and research... 
Besides that the customer service is not very helpful... I feel helpless... please escalate and respond ASAP This is affecting my physical and mental health.. 

*Early calculated losses include : ( A unauthorized withdrawal of ( XXXX ETH with a price of {$3700.00} per ETH ) ( from my Coinbase Pro account which is confirmed my a " time-stamped '' screenshot taken shortly before this debacle began ... .I keep good records of my funds... 
The hacker also converted ( XXXX ICP with a spot price of {$59.00} at time of transaction excluding fees into ( XXXX BTC ) from my coinbase account and then sent it to some unknown wallet ( Wallet : Sent XXXX BTC to XXXX ) ( {$82.00} USD Total ... .according to transaction history ) If I were to try to calculate the losses only including what was stolen from me ( not accrued losses due to loss of trading functions in my account platform ... .to which I still can not access ) would give a early- '' rough '' estimate of ( {$650.00} ) ... .this is unacceptable... and doesn't include my loss of time with my occupation, my children, and my sanity... someone need to respond quickly and give me some answers of I will have to start some litigation processes... 
I received an email about degraded service and then this happens ... what is going on? 
On XXXX ... frustrated beyond belief about no resolution into the fraudulent charges occurring on XXXX and XXXX attempted to close my Coinbase account that only had {$12.00} USD remaining in my balance from the debacle of online fraud... 

When I closed out the Coinbase account ... I then went to my Coinbase Pro account to find out that I could no longer access it ... I had a balance of roughly {$1900.00} USD in that account, which is no longer accessible... I just want to be refunded my money from this online service, including the NSF fees that were charged ... .this does not include the losses I suffered in the volatile crypto market during the time I could not buy/sell/deposit/withdraw/ or access any of my assets... this is robbery with horrible customer service... I feel helpless and frustrated... and my family is at wits end as well.. 

A total loss of {$2500.00} of assets, that I can not recover for transactions that I did not authorize, also resulting in ( 2 ) NSF fees from my bank for ( $ XXXXeach ). Countless attempts to resolve these issues were not resolved in a two week timeframe...

Company response to consumer: Closed with explanation