Consumer complaint received 2021-07-22
Company: Coinbase, Inc.
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other transaction problem

Complaint:
Hi, Below is a description of a case I've filed with the better business bureau regarding an issue with a company based in XXXX XXXX. I've filed a case with the XXXX  and have contacted the company Coinbase numerous times but they have not done anything about it for around 21 days since the account has been closed. I initially had XXXX invested and the profit has been below over 10k since. For the sake of not having to repeat myself, I've attached below everything filed with the XXXX. Here is also a link to Coinbase XXXX rating page. I would mostly like my money back that is in the account so I can transfer it to another company and/or would like to sue them for damages caused during this whole experience. This company needs to be held accountable. I would like to sue them but I'm having trouble finding a legitimate and cost effective way to do it. https : XXXX The money that was sent in the bitcoin investment scam was XXXX That's basically how this whole thing started. I converted the currency to bitcoin and sent it. Coinbase did nothing about it even though they stated they might be able to recover it if it was supported on their platform. I contacted them numerous times about it, eventually gave up and then randomly one day they disbaled my account. They wouldn't state why but my guess is the incident I previously stated. There is a person who is pursuing legal action against the scammer as we have a name and everything. However, to stay on topic, this issue is between me and coinbase as they should've been able to recover the funds since they stated that to me as well as restore my funds. On their app it states that they are having connection issues but when I login on the desktop it states that my account is temporarily disabled. Besides giving them a negative review, Coinbase doesn't care and I'm not the only one who has had this issue. This can't be legal. They do have only 90 employees but they have had more than enough time to resolve this given the timeframe they've stated to me numerous times an account specialist would get back to me. As you can tell, all they continue to do is provide me with the same copy and paste response and consolidate my emails into a thread that never gets resolved. At this point, I'm out a loss of time and money. The only thing the XXXX  will do is leave them a negative review and point me to an endless route of other resources " better equipped '' to handle my situation. Not sure what else can be done. Any help would greatly be appreciated. Regards, XXXX XXXX Above was my original issue with them. They stated that they couldn't retrieve the stolen btc, however, when I asked them for my sender address so I could see what address I sent the stolen btc from, they asked me for a hash of the transaction. See I have the scammers address but I need my address so I can match the transaction. Coinbase only gives me a receiver address, which means if people want to send me money then I give them that address. That is what the scammer did. He knows that address the money came from. They then replied with asking me to reset my password. I complied and did that. Then I got a message saying my account was disabled. Leaving me locked out once again. Although the last time I was temporarily locked out, this time it's disabled. I don't care about the stolen btc I just wanted my sender address that I sent the money from to track it. My account has tanked well over 10k since this whole incident and while the blame is on my for sending the scammer money it is on coin bases fault for locking me account of my account for over a month allowing my portfolio to become dust. I can't get a lawyer to go after them and they know that because my portfolio is too small compared to others. I've attached the history of my account while it was locked. They responded again today telling me and account specialist will contact me within 4-5 business days but that is a lie because I had to go through the CFPB like I'm doing now again to pressure them into giving me my account back. They compensated me {$50.00} which is a spit in the face. This company should be shut down for fraud. There are no real human beings operating in that place and they are the absolute worst business in the entire universe. I don't understand how they ask me for a hash to see what address the money was sent FROM and then they disable the account and have a specialist take another money to get back to me. I'm willing to bet my account would have still been locked the first time had I not contacted the CFPB. Apparently filing a complain with them is the only and most productive way to get the companies attention aside from the inadequate customer service. I've seen aliens on mars have better communication with human civilization than them. Apparently there seems to be no sign of human intelligence anywhere at their headquarters.

Company response to consumer: Closed with explanation