Consumer complaint received 2022-06-07
Company: Coinbase, Inc.
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/2022, at XXXX XXXX  my Coinbase Card was charged {$250.00} for a purchase that I didn't make. 

The purchase was still pending so I called Coinbase 's card customer service and their agent told me that they can't do anything to flag or resolve this issue until the fraudulent charge was completed & is no longer pending. 

Once the fraudulent purchase was completed I called customer service again & they initiated an investigation. They emailed me back that same day saying the following : " Thank you for contacting Coinbase Support. We understand that you want to dispute your Coinbase card transaction. 

Please be informed that we've completed our investigation of your dispute for the transaction of {$250.00} USD. 

Unfortunately, the chargeback was rejected by the network for the following reason XXXX Dispute is invalid under Dispute XXXX XXXX for a XXXX XXXX transaction. XXXX Case Number XXXX. 

As a result, we will be closing your claim. ". 

I called customer service again & their agent told me that there was nothing they could do as they aren't the team responsible for the claim 's investigation. 
When I asked to speak with a manager the agent told me the manager was busy & can not talk on the phone. I asked when he will not be busy & they responded by saying that they don't know when the manager will be able to talk. 

I asked the agent for the contact details of the team who investigated my claim & the agent said they don't have a phone number. The agent told me to respond to the email for my XXXX XXXX XXXX XXXX. 

I responded to that email asking if I will get my money back & if I can talk to somebody directly about how my money was stolen off of their financial platform. They responded with the following email : " Thank you for your response. We appreciate your time and effort for bringing this back to our attention. 

Please be advised that our team completed the investigation into your dispute transaction and it was rejected by the network. Due to security purposes, we can't provide specific details and elaborate more information on our account reviews. 

Additionally, for the security of your account, Coinbase Support does not make outbound calls to customers. To speak to one of our phone agents, please visit our contact page here : XXXX  : XXXX ''. 

Coinbase Card has offered me no fraud protection & no means of reimbursement for the money that was stolen from me through their platform. Any means of communicating with their team is met with zero support & lacks any information that explains their lack of action. They are being irresponsible with their customer 's money & making us customers pay for their incompetence as a financial service. I'm outraged by their absolute lack of security, customer support & zero communication. 

Please help me get my money back, This type of irresponsible business practice with people 's money is unacceptable. 

I recorded the phone conversation with their customer support agent- please let me know if you need anything else or have any questions.

Company response to consumer: Closed with monetary relief