Consumer complaint received 2021-09-02
Company: Coinbase, Inc.
State: MD
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other transaction problem

Complaint:
Coinbase Case # XXXX and Case # XXXX COMPLAINT No Access They totally disabled all of my Coinbase and Coinbase Pro Applications After I notified them of an unauthorized transaction of {$33000.00} on XX/XX/XXXX from my XXXX XXXX  account into my Coinbase USD Wallet. I can not access even a logon page! I get the following message We are having connection Issues. Were looking into it right now. Please quit the app and try again. Your funds are safe. page when I try to access it from a computer, XXXX, or XXXX. 

Since XXXX I have had no way to obtain and review statements and transaction history for either Coinbase or Coinbase Pro accounts in the sum of over {$60000.00}. 
They do not provide any paper copies. So, I have no way of tracking whats happened to my money since XXXX. 
I tried to use the 888 number and could not get through. 
Since XXXX I have not been able to take advantage of trading my money to get better gains They have replied with 8 emails regarding Case # XXXX and Case # XXXX : XX/XX/XXXX ( XXXX ), XX/XX/XXXX ( XXXX ), XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX On XX/XX/XXXX They sent me XXXX different emails with XXXX different case numbers Case # XXXX and Case # XXXX. They replied that I could follow troubleshooting procedures and they still require information that I had already sent. I replied to them stating that I sent it and did they receive it. I didnt receive a reply. 
On XX/XX/XXXX The acknowledged that they had locked me out. Hi XXXX, thank you for reaching out to us and your patience. Weve temporarily locked your account so it remains safe until we can confirm your devices and email are secure. If you have not already done so, you should also enable 2-step verification on your email account. Additionally, please check your email for any unfamiliar rules, filters, forwarding addresses, or recovery emails. Also note that resetting your Coinbase account password will NOT automatically unlock your account. Please reply back to this email indicating that youve completed the steps above, and youre ready to restore access to your account. If you no longer have access to your mobile device or original phone number, let us know so that we can assist you with additional steps for account recovery. Thanks in advance for your cooperation and understanding. We look forward to helping you quickly and safely get back into your account. For additional safety measures you can take to ensure your account is secure, check out this help article : https : //help.coinbase.com/en/coinbase/privacy-and-security/data-privacy/how-can-i-make-my-account-more-secure? ref=es Regards, Coinbase Support Again I responded the next day with what steps I had taken but couldnt complete all because I couldnt access the account. 
On XX/XX/XXXX They stated, the following Hi XXXX, Thanks for reaching out. 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. Thank you for your patience. This let me know something smore serious must be at work. 
On XX/XX/XXXX I sent them an email that stated the following, Hey XXXX Coinbase Support, Can you provide an update on what the specialist found? Can you also provide a reasonable timetable of when this will be resolved and provide and explanation of what technically happened, the residual risk to my account and mitigations made to reduce or eliminate the residual risks? In the meantime I do not have access to my account status, I do not have any control For moving my funds back from where it was transferred, I can not even validate that I am actually corresponding with Coinbase officials, nor validate that my funds are secure. This is causing me some anxiety. Sincerely, XXXX XXXX XXXX from my XXXX. 
On XX/XX/XXXX I responded with another email stating the following. Since you have not responded to any of my recent emails, I will be forced to file a complaint to government authorities. Sent from my XXXX On XX/XX/XXXX They sent me an email on how to gain access to my account, but the instructions were useless since they are blocking access. This is a repeat of the previous messages. 
On XX/XX/XXXX they sent me another email on how to regain access but again I couldnt access their site. This is a repeat of the previous messages. 
Since XX/XX/XXXX they have not answered any of my emails.

Company response to consumer: Closed with monetary relief