Consumer complaint received 2021-07-23
Company: Coinbase, Inc.
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other transaction problem

Complaint:
On XXXX XXXX XXXX I received an email purportedly from XXXX XXXX telling me they were debiting my checking account for an " automatic renewal '' of a three year subscription for {$290.00}. I have a hard copy of that email. I called the number in the email ( XXXX ) I spoke to a XXXX XXXX but he said he was on his way to the office and told me to call " XXXX '' at XXXX, XXXX gave me his cell phone # XXXX. I said I only wanted a 1 year subscription. As I am not that computer savvy, I didn't know if I had a XXXX XXXX on my computer or not. They told me they needed remote access to my computer so they could download XXXX XXXX and so that I could authorize a refund to me of {$200.00}. I allowed them to access my computer remotely. They told me the refund authorization had to be done in two steps : the first for {$90.00} and the second for {$110.00}. A screen appeared on my computer where I was supposed to type in the first amount of {$90.00}. When I did that, the amount on screen showed {$9000.00} and I could not change it. I was freaking out and the person was yelling at me that this was awful, omg, etc. etc. ( At this point I became very confused as to what was happening. I am XXXX XXXX XXXX ). Suddenly my checking account appeared on my screen and they told me that they deposited {$9000.00} into my checking from their bank which they referred to as " XXXX XXXX ''. I saw the {$9000.00} deposit in my checking. They then said they attempted to withdraw the {$9000.00} but couldn't do it. Suddenly my Coinbase account appeared on my screen. I was absolutely panicked at this point. They said it would be easier for me to make a transfer of {$8800.00} ( {$9000.00} less the {$200.00} refund ) into my Coinbase and then take it right back out. I did get a message from Coinbase to verify the transfer which I did because I was totally insane at that point and none of what they were telling me to do made any sense to me and I really could not follow what they were saying for me to do. He was yelling at me the whole time. They attempted a withdrawal of {$3800.00} and another one for {$5000.00} but it was not permitted by Coinbase because I had gone over my daily limit of withdrawal and my Coinbase account said no funds available until XX/XX/XXXX. " XXXX '' said he had to investigate how to do the withdrawals and would get back to me. I asked him who he worked for. He said his company was XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX, CO XXXX but they worked for the XXXX XXXX who does work for XXXX. By this time I realized that I was being scammed. My computer was still allowing them access. I hung up on him and shut everything down and put a lock on my account with Coinbase. I blocked his phone number because he was trying to call me. I called my bank and was advised that the {$9000.00} deposit actually came from one of my credit cards and not from XXXX XXXX These scammers used my own money! I called my local sheriff 's department and they made a police report which I can provide to you. I had my hard drive scrubbed and my computer repair person was able to find the malware and get it off. Further investigation has shown that XXXX does not contract with XXXX XXXX XXXX or the XXXX XXXX. Also, I had NO active account with XXXX and they did not send the original email. 

I had to shut down all my financial accounts because I feared the scammers would be able to access them. I spent the next three weeks re-establishing my accounts and credit cards. It was nightmare. The {$9000.00} was finally removed from my credit card and my checking account by my bank after they did a fraud investigation and found in my favor. 

On XX/XX/XXXX I called Coinbase and spoke to a XXXX XXXX. I believe I called XXXX. He gave me his cell phone number and said to use that XXXX XXXX. I was very suspicious of speaking to anyone on the phone at this point. He told me to log in every day for an update but that Coinbase would send me an email within 5 days with a link to upload a selfie and my driver 's license to activate my account On XX/XX/XXXX I submitted by first complaint to Coinbase and was assigned XXXX # XXXX. On that same day, I received an email from Coinbase regarding Account Recovery but there was no link. On XX/XX/XXXX I received 2 emails from Coinbase telling me that they will begin recovering funds on XX/XX/XXXX. One was for the {$3800.00}. The other for {$5000.00}. The emails say Coinbase " will begin an automatic recovery. This could include selling your cryptocurrency holdings .... To prevent this, please make a payment today. '' On XX/XX/XXXX, I sent another inquiry and that's when I got the second case # XXXX. Since then I have received a number of emails from Coinbase, including one from XXXX on XX/XX/XXXX telling me steps I should take as security precautions. But the last few paragraphs basically say that " any transactions are irreversible and that you have no way of reversing transactions confirmed on the blockchain network from my Coinbase account. '' On XX/XX/XXXX, I replied to that email saying I have done every step listed in your email. 

Coinbase responded later that day : " 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. '' I never heard back until I emailed Coinbase again on XX/XX/XXXX to find out what's happening and was told to use another email, as the old email had been disabled. 

It then happened again on XX/XX/XXXX in response to yet another of my emails telling me to use yet another url to submit a request which I did again on XX/XX/XXXX. That was the last I heard until I emailed them on XX/XX/XXXX. 

Every time you try to find out the status, all they do is assign a NEW case number. I now have three case numbers : XXXX, XXXX and the last XXXX, XXXX, which I just got yesterday XXXX XX/XX/XXXX XXXX. I got an immediate response saying " this case has been closed and can not be reopened ''. 

I never received a determination as to my complaint ( s ) I emailed them back immediately asking " Why was it closed? What was the determination? '' and received a form email saying " Hi there, Thanks for the response! We'd love to help you further, however, this case has been closed and can not be reopened. Please submit a new ticket to our online support form here for continued assistance '' : and provided the website. I submitted another request on XX/XX/XXXX and I'm sure will now have a FOURTH case number assigned. 

I am a very small investor. There is not a great deal of money involved but I want this case resolved. It it unconscionable that Coinbase will not unlock my account. Further research by me has shown that there are hundreds and possible thousands of other account holders who have been blocked from their accounts through no fault of their own and have not been able to contact anyone at Coinbase to help them. All I want is my measly account re-activated and those unauthorized withdrawals on XX/XX/2021 cancelled. 

I have all emails and correspondence so just let me know what you need. I hope you can help me. I will be eternally grateful for your help.

Company response to consumer: Closed with explanation