Consumer complaint received 2021-06-01
Company: Coinbase, Inc.
State: MD
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
I would like to complain about dealing with a company licensed in the state of Maryland under XXXX ID # XXXX, Coinbase Inc. of XXXX XXXX, CA. 

I have had an online account with this Coinbase, Inc. since XXXX. On XX/XX/XXXX after I reported a possible threat to the safety of my account Coinbase Inc. disabled my account and notified me via email. 

On XX/XX/XXXX Coinbase Support wrote - We will keep your account disabled until you are certain your mobile number, devices, and online accounts are secure. Please reply back to this email when you are ready to restore access to your account. If you no longer have access to your mobile device or original phone number, please let us know so that we can assist you with additional steps for account recovery. 

I did follow their instructions and after requesting help from XX/XX/XXXX thru XX/XX/XXXX on resetting my Coinbase account password I started requesting to enable my account right away so I can check the status of my funds. 

On XX/XX/XXXX Coinbase support indicate the following We received your inquiry, and because you've previously written in about this same issue, we're consolidating your cases into this email thread. We've passed all new information on to an account specialist who is reviewing your case they'll reach out to you here ( review generally takes 4-5 business days ). 

All future questions about this issue should be directed to this email thread so that our account specialist can better support you. 

Thanks, Coinbase Support After waiting the allotted 5 days I kept emailing them using the Coinbase Case # XXXX as they specified but did not get a response. Subsequently according to their User Agreement I filed a complaint with them on XX/XX/XXXX Coinbase complaint case # XXXX just requesting my account be enabled I took all the necessary security precautions including resetting my Coinbase password On XX/XX/XXXX Coinbase support responded requesting information about the Phishing email and again advised taking all the security precautions. 

I did respond with the information requested and again stated Ive followed all the suggested changes and want my account enabled. After this last email from Coinbase on XX/XX/XXXX my XXXX Authentication no longer works. When trying to sign on it still says my account is disabled. 

To date still no response and all I wish is for them to enable my account. Can you please help me reach this conclusion. My funds are tied up and I am locked out of my account. I am counting on this account for my retirement which will be in 4 years at the age of XXXX. I am currently XXXX years old, XXXX in a wheelchair and this has been very XXXX for me. 

My name is XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MD XXXX XXXX The only available form of communication with Coinbase is via their email address XXXX. 
Can you please email them asking them to enable my account referring them to their Case # # XXXX. 

Thank-you so much for any help you can provide. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with monetary relief