Consumer complaint received 2018-01-15
Company: Coinbase, Inc.
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Fraud or scam

Complaint:
1. On XXXX XXXX XXXX I transferred XXXX Euros into my Coinbase account from my normal XXXX XXXX account. Here is the reference from my bank account in pounds ( GBP ) : XXXX XXXX COINBASE 2. On XXXX XXXX XXXX I received this message : We appreciate your interest in Coinbase!  However, we 're unable to process your recent deposit for XXXX EUR sent on XXXX because : Unfortunately, a further review has determined that we are unable to clear your account 's ability to receive deposits at this time. If you believe this is an error or have further information please contact us at XXXXXXXXXXXX These funds will be returned back to the sending bank within XXXX business days. 

3. I contacted Coinbase via an online form as follows to query this and ask for my funds to either be credited or returned : XXXX XXXX XXXX Case # XXXX. 
XXXX XXXX XXXX Case # XXXX. 
XXXX XXXX Case # XXXX. 
XXXX XXXX Case # XXXX. 

No action was taken by Coinbase regarding any of these support requests. Coinbase still have my XXXX Euros today and this has in effect been taken since XXXX XXXX XXXX. 

4. On XXXX XXXX I got an email from Coinbase : Hi there, Thanks for reaching out. 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. 
Thank you for your patience. 
Regards, XXXX 5. I heard nothing further after this despite chasing Coinbase, so in early XXXX I decided to phone Coinbase. 
6. I couldnt find Coinbase 's phone number on their website it was not obviously made available. 
7. In desperation I googled for Coinbase Phone Support and it came up with the number XXXX XXXX 8. I of course now realise this was bogus. 
9. I called this number on XXXX XXXX XXXX and a very helpful guy who I thought was on your support desk said he would credit my XXXX Euros XXXX. I was so relieved I let my guard down and was cleverly scammed. 
11. He asked me to open a browser and a piece of software was downloaded.

12. He said that they had to synchronise various accounts to fix the issue.

13. 4 Bitcoins as well as 3 Litecoins and XXXX Ethereum were all moved to wallets that werent mine while my PC screen was black. 
14. He also withdrew XXXX from my XXXX XXXX account and stole that too. 
15. The value was about XXXX USD at the time as far as I remember. 
16. I didnt realise what was going on until it was too late. 
17. I called Coinbase 's real helpdesk this same day after locating the correct Coinbase number and the agent locked the account. I received this email : Hi there, Thanks for reaching out. 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. 
Thank you for your patience. 

18. I heard nothing further you can imagine how desperate I was to discuss a major security breach with Coinbase. 
19. On XXXX XXXX XXXX I reported the Crime to the XXXX police Crime Reference Number : XXXX 20. I sent this email to Coinbase : Sent : 13 XXXX XXXX XXXX On XXXX XXXX, XXXX at XXXX XXXX wrote : I have heard nothing. I have had 4 bitcoins and other coins and XXXX stolen. 

This was due to dialling a false Coinbase support number XXXX. 

I also have an outstanding query from XXXX relating to XXXX that I paid in to Coinbase, was rejected, and Ive never had returned. 

Please contact me as a matter of urgency on these two matters. 

21. No reply from Coinbase. 
22. I then recently raised Case # XXXX with Coinbase. No reply. 

So there are three major issues outstanding : 1. Coinbase have taken XXXX Euros. Coinbase wont credit it or return it. This has gone on for XXXX months so far. 
2. Coinbase 's dreadful support led to the loss of a lot of money and I feel Coinbase are partially responsible.

3. I feel emotionally scarred and very let down.

Thank you.

Company response to consumer: Closed with explanation