Consumer complaint received 2023-11-23
Company: Coinbase, Inc.
State: NC
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Fraud or scam

Complaint:
My complaint is with the company Coinbase. I have been trying to contact and get a resolution with this company since XX/XX/XXXX regarding removing my funds from the platform especially after being compromised.When I had a dispute issue they restricted my account and said for security purposes when I understood giving what happened. They then made do countless verifications and after verifying they said since I was sure my credentials were secure they had restored access. When I went to try to withdraw my funds from their platform I see that it was still restricted.I contacted they said they were still reviewing the account. I gave it time. I contacted by phone and was told a specialist will send an email. They then sent an email saying that I was no longer eligible to use the platform but I will be able to withdraw, sell, or transfer my remaining funds which was weird considering I didnt have any issues with them until I realize I was compromised and thats when they came with this. I responded to them and said you guys are not giving me the option because its still showing restricted and not letting me have access to my money and steadily charging me XXXX for something I cant use.I did a XXXX complaint as well regarding the issue and was contacted by someone named Jewels and they said the same thing again after reviewing I can no longer use the platform but will be able to withdraw and a specialist will assess my ability to withdraw my remaining funds and will give an update. After waiting over a month I contacted and was getting ignored. They were also closing open tickets as resolved when it was not. I follow their steps and even did a formal complaint which is if you are not satisfied with support resolution and still nothing. I wrote chat again and they basically gave the same answers and avoided my reason which is withdrawing my funds. They then said they are still reviewing and I said how when you basically sent emails stating, after careful review you can no longer use Coinbase but will be able to withdraw remaining funds which clearly informs that you did a review. They are causing me a hardship. I have seen other consumers going through this same issue and its like they are stealing your funds and not directly trying to resolve the resolution and hurry and close tickets when they done nothing. I never expected this from Coinbase this has been the most horrible experience and its suspect and alarming. I hope this company is not a fraud as consumers make it out to be.They are not following their TOS which states if Coinbase or the user chooses to close the account they will be able/permitted to withdraw remaining funds and how can I do that with them keeping it restricted after being told a specialist will assess my ability to withdraw my funds. I just the company to stop ignoring and actually provide customer service and resolve my issue instead of ignoring because it seems as if they are trying to steal my funds. This has been terrible and causing emotional stress.Attached is some emails from where Coinbase has been telling me different information. I also have the emails and will attach where they resolved my dispute in my favor.My funds have been available its crazy they wont let me access but still have been charging me taking money from my account but wont let me access and remove my funds so the account can be done.

Company response to consumer: Closed with explanation