Consumer complaint received 2022-03-31
Company: Coinbase, Inc.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
This is my chain of correspondence with 'Coinbase ' and their 'Fraud Department ' , which stated on XX/XX/XXXX. The Fraud Department has now stopped responding to my emails and supposedly have no phone number for the department to be reached at. To date, no provisional credit received, despite Coinbase telling me it had been processed on XX/XX/XXXX. 

Please see below... 



XXXX XXXX XXXX XXXX, XX/XX/XXXX, XXXX PM ( 12 days ago ) to XXXX That sounds good, any idea when I should see the credits? 

Thank you, XXXX XXXX XXXX ( XXXX XXXX  ) XXXX Fri, XX/XX/XXXX, XXXX PM ( 13 days ago ) to me Hello, We want to give you an update on your dispute regarding XXXX XXXX/ {$130.00} Were working quickly to resolve your dispute but please note that some investigations may take up to XXXX days. While you wait for the final decision, we have processed a provisional credit to your account in the amount of {$130.00} This is considered a temporary credit until your dispute is resolved. If your dispute is successful, your credit will become permanent. However, if the dispute is resolved in favor of the merchant, the provisional amount will be reversed. 
Please note, any rewards associated with the disputed transaction have been reversed. 
For more information, see our Coinbase Card help article : https : //help.coinbase.com/en/coinbase/trading-and-funding/coinbase-card/coinbase-card-for-the-us Regards, Coinbase Support XXXX XXXX XXXX XXXX Support ) XXXX Fri, XX/XX/XXXX, XXXX PM ( 13 days ago ) to me Hello, We want to give you an update on your dispute regarding XXXX XXXX/ {$32.00} Were working quickly to resolve your dispute but please note that some investigations may take up to XXXX days. While you wait for the final decision, we have processed a provisional credit to your account in the amount of {$32.00} This is considered a temporary credit until your dispute is resolved. If your dispute is successful, your credit will become permanent. However, if the dispute is resolved in favor of the merchant, the provisional amount will be reversed. 
Please note, any rewards associated with the disputed transaction have been reversed. 
For more information, see our Coinbase Card help article : https : //help.coinbase.com/en/coinbase/trading-and-funding/coinbase-card/coinbase-card-for-the-us Regards, Coinbase Support XXXX XXXX XXXX XXXX Support ) XXXX Fri, XX/XX/XXXX, XXXX PM ( 13 days ago ) to me Hello, We want to give you an update on your dispute regarding XXXX XXXX/ {$29.00} Were working quickly to resolve your dispute but please note that some investigations may take up to XXXX days. While you wait for the final decision, we have processed a provisional credit to your account in the amount of {$29.00} This is considered a temporary credit until your dispute is resolved. If your dispute is successful, your credit will become permanent. However, if the dispute is resolved in favor of the merchant, the provisional amount will be reversed. 
Please note, any rewards associated with the disputed transaction have been reversed. 
For more information, see our Coinbase Card help article : https : //help.coinbase.com/en/coinbase/trading-and-funding/coinbase-card/coinbase-card-for-the-us Regards, Coinbase Support XXXX XXXX XXXX Thu, XX/XX/XXXX, XXXX AM to Coinbase To whom it may concern : I am writing to request reimbursement for unauthorized charges listed in claim tickets # XXXX, XXXX, and XXXX under UCC XXXX issued XXXX. 

Reasons for Reimbursement : The Electronic Funds Transfer Act The EFTA is Consumer Protection Law that requires s to follow specific error resolution procedures to resolve disputes.

Term 1 : If your physical debit card itself is not lost or stolen, you are not liable for any fraud charges using your debit card number, if you report the fraud within 60 days after your statement is sent. 

Term 2 : If you report an unauthorized charge promptly, XXXX, XXXX, and other card networks have XXXX liability policies that limit your losses to {$0.00}. 
( I reported the fraudulent charges the same day they took place ) Term 3 : They must report the results of its investigation within three ( 3 ) days of completion, including a written explanation of its findings. 
( I have not received any explanation ) Term 4 : If you claim that a charge is unauthorized, the burden is on the service provider to show that the transfer was authorized. They must also give you any supporting documentation upon your request.

( No provisional credit was given. My investigation is open, and I have received no supporting documentation ) Alternatively, I will have to take my complaint to the FDIC, XXXX, Federal Reserve and CFPB. The charges totaling {$190.00} should be reimbursed immediately, regardless of investigation status. 

Please contact me via the email address provided below, or reply to this email address, to help resolve this issue as soon as possible. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX ( Coinbase Support ) Fri, XX/XX/XXXX, XXXX AM ( 13 days ago ) to me # # - Please type your reply above this line - # # Your request has been updated. To add additional comments, reply to this email. 


XXXX XXXX ( Coinbase ) XX/XX/XXXX, XXXX PDT Hello, Thank you for contacting Coinbase regarding your dispute. 

We apologize for any inconvenience this may have caused you. 

The current status of your claim is pending as of XX/XX/XXXX. 

Please be advised that dispute process may take up to as many as 45-90 days to be resolved. 

Once the dispute process is completed, you'll receive a notification via email regarding the final resolution. 

For more information, see our Coinbase XXXX help article : https : //help.coinbase.com/en/coinbase/trading-and-funding/coinbase-card/coinbase-card-for-the-us We appreciate your patience and understanding regarding this matter. 

Regards, Coinbase Support Spurlocksf XX/XX/XXXX, XXXX PDT This is a follow-up to your previous request # XXXX " Fraudulent Purchases '' To whom it may concern : I am writing to request reimbursement for unauthorized charges listed in claim tickets # XXXX, XXXX, and XXXX under UCC XXXX issued XXXX. 

Reasons for Reimbursement : The Electronic Funds Transfer Act The EFTA is Consumer Protection Law that requires s to follow specific error resolution procedures to resolve disputes.

Term 1 : If your physical debit card itself is not lost or stolen, you are not liable for any fraud charges using your debit card number, if you report the fraud within 60 days after your statement is sent.

Term 2 : If you report an unauthorized charge promptly, XXXX, XXXX, and other card networks have XXXX liability policies that limit your losses to {$0.00}. 
( I reported the fraudulent charges the same day they took place ) Term 3 : They must report the results of its investigation within three ( XXXX ) days of completion, including a written explanation of its findings. 
( I have not received any explanation ) Term 4 : If you claim that a charge is unauthorized, the burden is on the service provider to show that the transfer was authorized. They must also give you any supporting documentation upon your request.

( No provisional credit was given. My investigation is open, and I have received no supporting documentation ) Alternatively, I will have to take my complaint to the FDIC, XXXX, Federal Reserve and CFPB. The charges totaling {$190.00} should be reimbursed immediately, regardless of investigation status. 

Please contact me via the email address provided below, or reply to this email address, to help resolve this issue as soon as possible. 

Sincerely, XXXX XXXX XXXX XXXX [ XXXX ] On Fri, XX/XX/XXXX at XXXX PM Support ( Coinbase Support ) XXXX wrote : # # - Please type your reply above this line - # # Your request has been updated. To add additional comments, reply to this email. 


Support ( Coinbase ) XX/XX/XXXX, XXXX PST Hello, Thank you for contacting Coinbase Support. 

We apologize for the delay in responding to your questions, we strive for quick responses to all customer inquiries! 

We received your dispute request. As a reminder, your ticket number are XXXX, XXXX, XXXX. 

Dispute has been received and dispute begun processing with the following transactions : XX/XX/XXXX XXXX ONLINE {$130.00} XX/XX/XXXX XXXX PM XX/XX/XXXX XXXX ONLINE {$32.00} XX/XX/XXXX XXXX PM XX/XX/XXXX XXXX ONLINE {$29.00} XX/XX/XXXX XXXX PM We'll make every effort to resolve your dispute XXXX days, but some investigations may take longer to resolve. If the investigation needs more time, well reach out to let you know. 

For more information, see our Coinbase Card help article : https : //help.coinbase.com/en/coinbase/trading-and-funding/coinbase-card/coinbase-card-for-the-us Regards, Coinbase Support Spurlocksf XX/XX/XXXX, XXXX PST Subject : Fraudulent Purchases Country of Customer : US Description : The following XXXX charges are fraudulent... 

XX/XX/XXXX XXXX XXXX {$130.00} XX/XX/XXXX XXXX PM XX/XX/XXXX XXXXXXXX XXXX {$32.00} XX/XX/XXXX XXXX PM XX/XX/XXXX XXXXXXXX XXXX {$29.00} XX/XX/XXXX XXXX PM

Company response to consumer: Closed with monetary relief