Consumer complaint received 2021-08-27
Company: Coinbase, Inc.
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other service problem

Complaint:
IM LOCKED OUT AND UNABLE TO LOG IN TO MY COINBASE ACCOUNT SINCE XXXX XX/XX/XXXX. I WANT ACCESS TO MY ACCOUNT TO TRANSFER MY BTC ================================================================= On the XXXX XX/XX/XXXX, I transferred the below amount to Coinbase and received this message : You just received XXXX BTC ( {$220000.00} USD ) THEN I TRIED TO WITHDRAW THE FOLLOWING AMOUNT FROM MY COINBASE ACCOUNT AND RECEIVED THE BELOW MESSAGE : Hi XXXX XXXX, As a security precaution, we have delayed the send transaction below until XX/XX/2021 at XXXX XXXX  EDT. 

Amount : XXXX BTC To : XXXX Date : XX/XX/2021 at XXXX XXXX EDT You can skip the delay and send your % { XXXX XXXX } now by verifying your ID. If you don't verify your ID, the transaction will still go through on XX/XX/2021 at XXXX XXXX  EDT. 




THEN I SENT THE BELOW MESSAGE : Coinbase, I initiated the XXXXBTC deposit by mistake to my coinbase account and requested withdraw of XXXXBTC. Please unlock my account in order to complete my withdrawal of my BTC and I have provided all ID verification documentation. 

XXXX XXXX THEN COINBASE SENT THE BELOW MESSAGE : On Monday, XX/XX/2021, XXXX XXXX  GMT+3, Coinbase Support XXXX wrote : Hi XXXX, Thanks for reaching out to us. Weve investigated your issue, and were working to fix it. Well follow up with you as soon as we have an update. In the meantime, please complete the following security precautions : 1 ) Scan your devices with anti-virus software and ensure that your devices operating systems are up to date. 
2 ) Reset your email password AND your Coinbase account password to something that is long, random, and unique to each account : https : XXXX 3 ) Contact your mobile service provider to inquire about security measures you can enable on your mobile account to prevent unauthorized changes such as a SIM swap or phone port. 

Note that resetting your Coinbase account password does NOT unlock your account. For additional steps you can take to further secure your online accounts, please see : https : XXXX XXXX If youre confident that your devices and online accounts are secure, and youd like to regain access to your Coinbase account, follow the steps in our Accessing your account article : https : XXXX XXXX If you no longer have access to your mobile device or original phone number, reply back to this email so that we can assist you with additional steps for account recovery. 

Thank you for your patience. 

Regards, Coinbase Support -- -- -- -- -- -- -- - Original Message -- -- -- -- -- -- -- - From : Coinbase Support [ XXXX ] Sent : XX/XX/2021 XXXXXXXX XXXX To : XXXX Subject : [ Reply ] Case # XXXX - Account disabled after BTC transfer Hello, Thanks for submitting your request to Coinbase Support. We'll be in contact with you as soon as possible. 

In the meantime, if youre seeing the error message " account temporarily disabled '', you might be able to resolve this with a few troubleshooting steps. 

Regards, Coinbase Support ref : XXXX : ref THEN I SENT THE BELOW MESSAGE : I don't not have access to my account via my mobil or laptop. Although my account has NOT BEEN COMPROMISED. And I have my original email address, Password, Mobil number and XXXX to access my account. Along with my original ID ( Driver Licenses ) I summited for verification. 

I sent the XXXXBTC to my account yesterday and Im the one who tried to withdraw .1 BTC. ALL THESE TRANSACTION ARE PERFORMED BY ME. AND MY ACCOUNT HAS NOT BEEN COMPROMISED.. 

I mistakenly sent the XXXXBTC to my coinbase account and I kindly request access my coinbase account to allow me to withdraw my BTC. 

Thanks XXXX THEN COINBASE SENT THE BELOW MESSAGE : On Mon, XX/XX/2021 at XXXX XXXX, Coinbase Support XXXX wrote XXXX Hi XXXX, Thanks for reaching out. Having investigated the issue, we are 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. 

Kind regards, Coinbase Support THEN I SENT THE BELOW MESSAGE : XXXX XXXX To : XXXX Tue, XX/XX/XXXX at XXXX XXXX  It happen 2 days since I have been locked out of my account. Can i obtain access to my account as Coinbase is in posession of $ XXXX worth of BTC of my money. 

I NEED ACCESS TO MY ACCOUNT AS YOU HAVE ALL MY : ID, MOBIL NUMBER, EMAIL ADDRESS AND CAN VERIFY I HAVE A XXXX FOR THIS ACCOUNT AS WELL. ALL THIS INFO IS WITH COINBASE HENCE I NEED ACCESS TO MY ACCOUNT PLEASE!!!!!! 



THEN COINBASE SENT THE BELOW MESSAGE : On Thu, XX/XX/2021 at XXXX XXXX, Coinbase Support XXXX wrote XXXX Hello XXXX XXXX XXXX  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 ref : XXXX : ref NO MORE COMMUNCATION FROM COINBASE EXCEPT THE ABOVE LAST EMAIL OVER AND OVER. 


IM LOCKED OUT AND UNABLE TO LOG IN TO MY COINBASE ACCOUNT SINCE XXXX XX/XX/XXXX. I WANT ACCESS TO MY ACCOUNT TO TRANSFER MY BTC

Company response to consumer: Closed with explanation