Consumer complaint received 2023-05-31
Company: Coinbase, Inc.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
On XX/XX/XXXX at about XXXX I sold my XXXX  so I could cash it out. The same day at about XXXX an unauthorized transaction of XXXX occurred. This was on my COINBASE account with debit card. At first I didnt know where the money went as the transactions list was not showing any transactions of this amount or any that I didnt not recognize. 
When I went to the assets page of the app and looked into my US dollars assets and saw a transaction and it showed the amount date, time, and that it was a COINBASE card transaction, but no merchant name. I immediately called the bank. Since the it showed that it was a card transaction I selected to talk to the COINBASE card team. They informed me that since the transaction doesnt show on the card side of transactions I need to call the account specialist. I was told to hang up and call the same number but then to select for the account specialist. I called the account specialist and they told me it was a COINBASE card issue since it showed a card transaction on their end and the call back and talk to the card team. So reluctantly the I called again and spoke with the card team but they tried to pass me off again to the specialist. I said no this is a problem and I need help. I explained all the run around I was getting and they told me they couldnt help me as they cant see the transaction so I called the specialist again and refused to get off the phone until they helped me. They submitted a dispute and told me to wait for an email.

A day later I got an email saying they were working on the issue. But needed more information and they needed the date of transaction, amount and merchant. I told them I dont know who the merchant is because its not showing and that I have already explained all this information. I waited another day and asked for sn update and basically got the same email again asking me for the same information. I called and asked for help and tried to passed me back and forth with the specialist and card teams until I got mad and they submitted another escalated dispute request and told me to wait for email. On Friday XX/XX/XXXX I called to find out any updates they told me to wait for email, I asked to speak to a supervisor they told me they are not allowed to transfer me to a supervisor and to just wait patiently. I refused to get off phone and they eventually hung up on me unwilling or unable to help Im not sure. I kept calling and demanding help only to be continually told to wait for email. At the end of the day I finally got ahold of a person who was able to find out that the amount was taken because of a transaction from XX/XX/XXXX that finally reconciled. 
I told them that I do not recognize this transaction and that I keep trans of all transactions through quicken. The lady in the phone asked me to email her proof by sending screen shots of my quicken data on this account on and near the date of this alleged transaction. She confirmed she got the evidence and told me she would file a complaint and dispute over transaction as i was claiming it was fraud and to wait for email. I got an email saying they were working on my complaint. A few days later I responded to the email asking for update and never got any helpful responses then no responses. I called again on Friday XXXX XXXX for update ( card team ) and they had to submit a dispute again. They had also tried to make me called specialists again but I refused because I told them that is is clearly a card issue because the email identified the transaction ( alleged ). I received an email from support on Tuesday XX/XX/XXXX with the statement telling me they explained what happened to me already and they considered the matter closed and it gave no mention of my claim in the fraud claim. I called immediately ( card team ) and they told me that it was passed the 100 day window to dispute and I needed to contact the merchant. I told the the merchant will not take me serious on a issue that supposedly happened a year ago and after some long period of arguing they told me they would submit a dispute and wait for email. I called later that afternoon ( specialist ) and just went off on how nobody cares that this is fraud and nobody wants to help or take me seriously and all I want is my XXXX back so I can close my account and be done with them. They supposedly filed another escalated dispute and told me to wait for email. I just want my money back

Company response to consumer: Closed with explanation