Consumer complaint received 2021-08-12
Company: Coinbase, Inc.
State: NY
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other transaction problem

Complaint:
This is to formalize a complaint filed against Coinbase for refusing to release my account after it was disabled. 
FACTS : 1. Please note that because of Coinbase ' inability to process my complaint in a timely manner I have lost over 35 % of my investment portfolio. 
2. At this time I have been financially harmed and continue to lose the value of my account everyday because up until todays date I am unable to gain access to my account. I have also been forced to file a complaint with the SEC. 
3 ) On or about XX/XX/2021 the value of my Coinbase account was approximately {$140000.00}. My investment included approximately 32 tokens and the names are listed below : 1 ) XXXX 2 ) XXXX 3 ) XXXX 4 ) XXXX XXXX XXXX 5 ) XXXX 6 ) XXXX 7 ) XXXX 8 ) XXXX 9 ) XXXX 10 ) ) XXXX 11 ) 12 ) XXXX 13 ) XXXX XXXX 15 ) XXXX 16 ) XXXX 17 ) XXXX 18 ) XXXX 19 ) XXXX 20 ) XXXX 21 ) XXXX 22 ) XXXX XXXX 23 ) XXXX XXXX 25 ) XXXX 26 ) XXXX 27 ) XXXX 28 ) XXXX 29 ) XXXX 30 ) XXXX 31 ) XXXX 32 ) XXXX  COMPLAINT # XXXX FILED ON XX/XX/2021 4 ) On XX/XX/2021 XXXX Observed that my coins were missing from my Coinbase wallet. 
I contacted COINBASE and immediately reported this problem to them. I also requested a reset of my password. 

5 ) I later discovered that the coins were appearing in my wallet so I deposited the coins to my account in order to cash out of my investment as I was concerned. I again contacted Coinbase to inform them that the tokens appeared in my wallet but discovered that they had disabled my account on their platform. I requested that my account be reinstated but I have been locked out of my account for 21/2 months. I then transferred the coins from Coinbase wallet to the Coinbase account. Since XX/XX/2021 XXXX have not been able to access my account and I have filed numerous complaints, followed all instructions to the following as listed on the coinbase platform and I have received no feed back as to when I will be granted access. 
Actions Taken : a ) I have followed the twostep verification by going to Trouble shooting b ) I have changed my password approximately ten times c ) I have completed the email, password reset d ) I have sent several emails to support 6 ) I have received the following message " ERROR MESSAGE COINBASE SECURITY REVIEW TO BE REMOVED. 
a ) I have received emails to answer the following questions " Did you file a previous case b ) Verified email by sending verification code XXXX c ) I have received notice that I will receive a response by XX/XX/2021 but up until XX/XX/2021, no response COMPLAINT # XXXX FILED ON XX/XX/2021 COMPLAINT REFILED ( # XXXX ; XXXX, XXXX ; ( XXXX ( closed with no response ) I was informed that my complaint would be resolved in 15 business days. I requested that more information but after reading the various ways that XXXX can resolve this matter including a complaint for litigation I saw that the internal process can be initiated. 
XX/XX/2021 I received an email stating that coinbase is asking for additional time to resolve my dispute. They asked for 20 days from XX/XX/2021. There was no information or update on the status of my coins and I have been very frustrated by the process and Coinbase inability to inform me that my coins were sere secure. 
XX/XX/2021 XXXX received notice that there are access steps that I should take to access my account. I was unable to do so and received a notice that my account was disabled. I attempted to make the changes on two occasions prior to XX/XX/2021 but received the notice again, Disabled '' and I should contact " Coinbase support " I have filed a complaint with the SEC and I again sent an email threatening that I intended on filing a complaint with the courts. 
On XX/XX/2021 I filed another complaint but I am now out of options. 
When I log in to other aggregators, I see that there should be approximately {$300000.00} in my account but I can not gain access to my account This is very frustrating and I have lost the value of my coins in XX/XX/2021 due to Coinbase ' s refusal to reinstate my account. 
They do not have a customer service to contact and the only communication that can be made is via email.

Company response to consumer: Closed with monetary relief