Consumer complaint received 2023-06-07
Company: Coinbase, Inc.
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Fraud or scam

Complaint:
My complaint is about Exchange Coinbase, since it does not respond to the evidence sent to me of a possible error that its coinbase wallet product presented. 

It all started on XX/XX/XXXX, when an increase in the price of the Shibadodge token appeared in my coinbase wallet account, with an equivalence of more than XXXX XXXXXXXX XXXX, so I made 4 transactions to convert the token to a more stable cryptocurrency and take advantage of the value. The transactions were reversed, but the value of gas worth close to {$200.00} in ethereum cryptocurrency was deducted from my balance. 

Annoyed at not being able to carry out the transactions, I wrote complaint # XXXX, I tell what happened and complain about the loss of money, then Coinbase tells me that they can not reimburse the value lost for gas from the transactions because they are not in charge of carrying them out. 
I continued to investigate the reversal of the movements with the company XXXX, in charge of the transactions, they responded that the reversal was due to the smart contract of the token, but they did not mention that there was a lack of gas, the gas used appears in the transactions and the limit gas, there it is read that the problem was not a lack of gas. 

Then I consulted the shibadoge token smart contract page and found out that the value of the token did not increase much on the date of the transactions, so it is possible that the value of the shibadoge token presented by coinbase wallet was not the real one. 
As I said before, the wallet showed a value of more than XXXX XXXXXXXX XXXX, but strangely in a few hours, the value of my shibadoge tokens was only XXXX XXXX 
I wrote to coinbase again and told them about the possible error, they replied that they could not return the money deducted for the gas commissions. 

I insisted that I had proof of their mistake, so they told me to write a formal complaint. 
On XX/XX/XXXX, I sent complaint XXXX XXXXXXXX, where I explain the situation again and send evidence of the possible error presented by coinbase wallet, I also explain that I lost money and had negative psychological damage, which I expected to be answered in a respectful and adequate manner. 

On Thursday, XX/XX/XXXX, Coinbase replied that in a response to complaint # XXXX, which was the first complaint filed, they had already answered that they could not refund the cost of the gas, but they do not deny or accept the possible error shown with the evidence sent.. 
I was really upset and asked them to answer me regarding the evidence, but the complaints officer tells me that for coinbase the complaint is closed. 

I apologize to you for the length of this writing, I will add evidence below. 
1. Photos of the balance in dollars of my account in coinbase wallet on XX/XX/XXXX, the day that the 4 transactions that I tried to carry out for more than XXXX USD were reversed. 

2. Evidence of the reversed transactions and of the transfer for almost XXXX usd in shibadoge. 

Transaction Hash of reverse transfers XXXX XXXX XXXX XXXX 3. Photo and evidence of outgoing transfer and incoming transfer to coinbase wallet, from shibadoge with an equivalent of XXXX usd, according to XXXX 

Transaction Hash : XXXX XXXX 4. Photo and evidence of outgoing transfer and incoming transfer to coinbase wallet, from shibadoge with an equivalent of XXXX XXXX according to internal records of coinbase wallet, in contrast to the record kept by XXXX  
As seen in the evidences, the shibadoge token value displayed by coinbase wallet, lost an unusual value of 6 decimal places, in a few hours, which is strange. 
Below I attach the link of the shibadoge smart contract page and the link of the coinmarket exchange, in both sites it is observed that the price of shibadoge did not rise as many positions for the month of XXXX of this year. 

XXXX XXXX XXXX XXXX XXXX XXXX I am including photos of coinbase 's final response and how he refuses to address the issue directly. 

I really appreciate your help, since I perceive that Coinbase does not take me seriously, perhaps because I am a small user, I am not sure that they recognize an error or that they perhaps have some protocol when transactions do not occur due to their errors, I am very grateful for the opportunity to be heard, I hope you are very well. Happy day and blessings.

Company response to consumer: Closed with explanation