Consumer complaint received 2021-04-19
Company: Coinbase, Inc.
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Fraud or scam

Complaint:
My name is XXXX XXXX. My open cases with Coinbase are # XXXX and # XXXX ( The latter is the newest one since I hadn't heard from Coinbase in over a week ) The only compliment I can give Coinbase is the phone number that you can call that immediately locks your account which hopefully helped in my situation, otherwise, their support has been non existent. Nothing but automated emails and then when you finally think you're getting somewhere, you don't hear from them until you open another ticket ( In my case, XX/XX/XXXX is when they claimed they would contact me in 4-5 business days- nothing. That was the 2nd time I received a 4-5 business day promise of contact, and a 3rd as of this morning XX/XX/XXXX. I again messaged them via their customer support contact page and received more automated emails today. This is a useless, endless cycle with no results. 
This all began XX/XX/2021, when my Coinbase account was hacked, and password was changed. I recieved a text alerting me of the change and I locked my account. I know that whoever was tampering with my Coinbase account also attempted to disable my XXXX authenticator which makes me believe they never got in. My account was already locked when that message came from Coinbase, but of course I prompted Coinbase to keep it locked until I secure my email. XX/XX/XXXX, I bought new phone with different sim card, revamped my email with a 2 step verification, changed passsord for email, Coinbase and all other accounts needed. I signed out of all devices that were using my email. I invested in XXXX XXXX and have it running on all devices. SInce that day, my accounts have been secure. 
I have received several emails from Coinbase, saying that my case was resolved but tried logging back in and it was still saying account XXXX. Of course I contacted Coinbase, and another automated case was opened with no human contact to me. A whole week went by again. Their customer support is so absent, it should be considered criminal. It's going on 3 weeks and I have no idea if the hackers actually got into my account. I do not know if I still have the significant amount that was invested with Coinbase, or if it has been stolen. I have absolutely no one to verify my balance or any other aspect of my account. 
Through my desperate search for assistance and answers, I was encouraged to contact the Consumer Financial Protection Bureau. I am hoping I can get some answers with your help. I know that many other investers are suffering from this same lack of access to their own account and no one at the company to speak to at all. For all we know, Coinbase themselves are scheming investors out of their own coin. I would like access to my account so I can put it in a secured wallet that is insured and definitely out of Coinbase so this never happens again. Thank you for all your help in advance! I will answer any questions and provide as much detail as possible so that maybe I can recover and others won't have to be subjected to this like me. 
Best regards, XXXX XXXX

Company response to consumer: Closed with monetary relief