Consumer complaint received 2018-01-14
Company: Coinbase, Inc.
State: NJ
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other service problem

Complaint:
In short I 'm locked out of my Coinbase account and I 've tried many things to re-gain access to it. Here 's the context : On XX/XX/XXXX, I broke my cell phone. 

On XX/XX/XXXX, I purchased a new cell phone. And activated it with the same phone number as the previous, now broken, phone. This phone number is also the one tied to my Coinbase account. 

On XX/XX/XXXX, I tried to login to my Coinbase account. But I learned I was locked out my account because I lost access to my XXXX 2factor authenticator app due to the broken phone. Meaning, I still have my Coinbase password, but I no longer have 2fa codes needed for 2factor authentication because the XXXX authenticator app codes were on the broken phone. 

Coinbase offers an Account Recovery Process for such a scenario, i.e., when you do n't have access to your 2fa codes. The Recovery Process requires entering your phone number in order to receive Verification code via SMS, which in turn allows you to proceed to further steps like uploading your ID. 

There seems to be a glitch in the Coinbase Account Recovery Process because I do n't receive the SMS Verification code in order to proceed to the later steps. 

I tried the Coinbase Account Recovery Process several times, in different browsers and after clearing my browsing history and cache. And nothing I did worked. I still do n't receive the SMS verification code and I can confirm that I rcan eceive SMS messages from many other sources. The problem is on Coinbase 's end. 

On XX/XX/XXXX, I submitted a Support request. And I received an automated response email from Coinbase in return. 

On XX/XX/XXXX, I then received a follow-up note from a Coinbase representative. And the representative 's note showed a complete lack of digging into my issue because it did n't speak to my specific problem, but rather general talking points. 

On XX/XX/XXXX, I responded and reiterated what the exact problem was ( of not receiving the SMS verification code ). 

On XX/XX/XXXX, I called Coinbase 's Support telephone number two times. In total I waited over 2 hours without ever having spoken with a human agent.

On XX/XX/XXXX, I emailed the Coinbase Support in the email thread and notified the representative that I could n't get through to a human agent. And soon thereafter, I received email from the Support rep saying : " Having investigated the issue, I am working with a specialist to address it properly. We will follow-up with you as  soon as we have an update. '' It 's now XX/XX/XXXXover a week of being locked out of my accountand my issue is still unresolved. In the interim, I 've reached out to XXXX XXXX on XXXX, I 've continued to try to communicate with the Support representative in the email thread but I have n't received any updates, and I 've sent a separate email to the CEO, XXXX XXXX. 

Which means I 'm still locked out of my Coinbase account and thus can not access my money. 

And I 'm feeling helpless.

Company response to consumer: Closed with explanation