Consumer complaint received 2017-11-22
Company: Coinbase, Inc.
State: AR
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other transaction problem

Complaint:
Company Name : Coinbase/XXXX XXXX XXXX : XXXX XXXX  Hello Sir, Me and my husband are customers of Coinbase/GDAX and have been using their services since XXXX was going well and had made many transactions in Buy/Sell of XXXX Currencies like XXXX, Bitcoin and XXXX. 

Unfortunately on XXXX both our accounts were locked and hence sent out an email to the XXXX support, but didnt receive a response and hence forth I called up to their number by doing a google search which shows as below. In fact, the below number popped up first the day searched, as I have already complained to XXXX and also updated XXXX and XXXX and in XXXX forums to alert everybody now it shows little below and also a new number has been created.So basically the number is a SCAM which nobody couldnt realize as it clearly stated XXXX support. 


XXXX - SCAM number https : XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX https : XXXX https : //blueprints.launchpad.net/mistral/+spec/coinbasetusupport http : XXXX ( XXXX XXXX XXXX! 

XXXX : XXXX When you hit XXXX for XXXX support, this is what pops up : XXXX : XXXX? XXXX & XXXX & XXXX & XXXX & XXXX ... XXXX ... XXXX ... XXXX ... XXXX XXXX XXXX XXXX XXXX & XXXX & XXXX & XXXX ... XXXX ... XXXX ... XXXX As a worried customer, I called the above number XXXX where they said they are XXXX support and would help me get into my account and also help me put my account into secured servers to avoid future issues. 

However, they remotely connected and found that our accounts were locked and told me to wait for few days and on and off were following up on phones. 

We got our accounts access back on SAturday XXXX and XXXX the scammed guys took control over my computer remotely and stole my BTCs. 

I realized that they are scamsters and reported to XXXX in two hours when the unauthorized transaction occurred and requested them to stop it but they stated that the trasanctions are irreversible and they wont be able to do anything. 

The transaction was remotely done which obviously shows our HOME IP address only and also obviously my login etc and hence Coinbase/XXXX blames it upon us for the unauthorized transaction that we are resposible for everything and they couldnt issue any refunds. 

We had XXXX BTCs which were approximately worth {$14000.00} on XXXX which are little more priced today.Its not a small amount for us to let go and take the blame upon this. 

I would clearly want to state these points over here : SECURITY ISSUE 1 : An  email to be sent for a confirmation from the customer, atleast once the transaction is initiated. 

The scammers/hackers are quiet intelligent enough to hack 2FA code and also would like to let you know at times if we login from the same computer it doesnt ask for 2FA code which happened in my situation [ Please check on my logins for proof ] So email would be an alternate option. 

SECURITY ISSUE 2 : When customers store such a huge amount in the WALLET [ ACCOUNTS ], an external security is much equivalent to internal code security! 

As the company maintain a team for internal security, Iit is necessary to maintain an external security on the scams happening around using the company name and to check around atleast what is showing upon google. 

Generally huge companies like COINBASE, should atleast alert customers on the genuine phone numbers of theirs and to clearly update that they dont have any alternate numbers or not to believe any calls which say they are calling from Coinbase.
This issue is one serious issue when they are holding huge amounts of customers in the WALLET.
SECURITY ISSUE 3 : Also every customers who invests/trades in BTCs might not be an intelligent/technology geek and they cant expect them to read long length of terms and condition especially related to security. There might be old people, non-technology geek people, newbies for crypto.So such emails would definitely make them to be alert and stay secured. 

They cant expect every customer to be a Technology/Cryptocurrency Geek to completely take care of the accounts, atleast a minimal email alerts to let them know on how to take care of the accounts would be great. 

SECURITY ISSUE 4 : I understand they have a large flow of inmails but when customers like me are devastated with loss, its hard to get to reach of customer care and get an answer on such fradulent activities.I atleast called less than 2hrs before to stop the transaction [ I know its irreversible ] SECURITY ISSUE 5 : When the Website source code which enables the security for 2FA an addition of valitiy on email for transactions would also be good. 

I have done my research on the transaction and the transaction clearly states the IP address was not mine, which I have a proof of. 

However based on these external issues which company is also responsible for, I request for a refund of my lost BTCs on our accounts. 

Note : My mobile company records the calls and all the phone conversations were recorded. 

From my end as A GOOD SAMARITAN : I called XXXX to udpate the FRadulent issue and requested them to remove these numbers as they are part of scam and many users might fall victims for this. -- - I have call records for this. 

I even alerted the remote control company the fraudsters used to access my systems. [ connectwise.com ] This is the XXXXP address of the transaxtion which is not my HOME IP : XXXX Address XXXX Current Balance XXXX Wallet Name XXXX # Transactions 11 Most Recent Known Output None Total Received XXXX Most Recent Known Input bitcoincopy - XXXX First Transaction XXXX XXXX Website Appearance Last Transaction XXXX XXXX Website Country Last Transaction IP XXXX Website Description Also i took the initiative to update in all the forums about these fraudulent activities and scammed numbers. 

XXXX!

Company response to consumer: Closed with explanation