Consumer complaint received 2023-06-09
Company: Coinbase, Inc.
State: NY
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
On XX/XX/2023, I responded to a XXXX post that was to donate a XXXX XXXX guitar to someone who answered the ad with a good reason to get the guitar. I responded saying that I would like to get the guitar to teach my Grandson how to play. They said fine, I would just have to send shipping cost of {$33.00}. That sounded reasonable, so I paid it on XXXX XXXX. Then they said I would have to pay tax on it of XXXX Ok that wasn't unreasonable, so I thought, so I paid that through XXXX. Now they said that they need to change ownership registration and said that would cost {$85.00}. That is when I decided not to pay any more and that this was a scam. I then called XXXX Customer Service, at XXXX a phone number I got on XXXX. The Customer Service Representative, XXXX XXXX, said this happens frequently and that the scammers get into your phone or PC and steal money, your information or both. He said that the scammers or Hackers have compromised my PC and the only way to get them out is to make transactions of buying XXXX, as this is when the scammers will surface and try to intercept the transaction. He reimbursed the money that I paid for the shipping and tax ( {$110.00} + {$33.00} ). Then he looked at my transactions by having me download The Any Desk app. which allows him to see what I am doing on my phone or PC. We then made a transaction of buying XXXX, and sending it to a " secure XXXX XXXX ''. He then sent the funds back to me. Over the course of the next month or so, ( the last transaction was on XX/XX/2023 ) we made numerous transactions of different dollar amounts that were taken from my XXXX XXXX checking account, to these so called XXXX XXXX XXXX. The Representative was showing me the XXXX Addresses assuring me that the money was safe and that when all the Hackers or Scammers were removed from my system, the funds would be returned. He showed me their IP addresses that were compromising my PC and even showed me pictures of the Hackers. The XXXX was purchased through Coinbase, XXXX, XXXX, or XXXX XXXX. He even sent me a screenshot of the transaction that was to reimburse the funds. When the funds weren't credited to my account in a timely way, I contacted Coinbase to look up the transaction. They said there was no record of the transaction. This is when I knew for sure that I had been scammed. Total amount scammed : {$160000.00} Please help, I am a XXXX XXXX XXXX man, and I need help in getting the scammed funds returned. 
I am in need of an advocate for seniors that have been preyed upon by these ruthless scammers. 
I have spoken to XXXX XXXX  Fraud Department and they said they could not help me. 
There is no XXXX Customer Service to lodge a complaint with. 

PLEASE HELP with communicating with XXXX XXXX, XXXXXXXX XXXX XXXX XXXX XXXX XXXX, in hopes of returning stolen funds. 
I have also : Reported to the local ( XXXX ) Police, complaint number : XXXX on XX/XX/2023 Filed a Complaint with the FBI ( IC3.gov ) on XX/XX/2023 Notified XXXX XXXX  via on-line, and telephone on XX/XX/2023, and met with local branch of the bank on XX/XX/2023. 
Reported to Coinbase : Case Number XXXX on XX/XX/2023 Reported to XXXX XXXX : Claim Number : XXXX on XX/XX/2023 Reported to XXXX XX/XX/2023 I will attach supporting documentation

Company response to consumer: Closed with explanation