Consumer complaint received 2022-01-21
Company: Coinbase, Inc.
State: CO
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Money was not available when promised

Complaint:
XX/XX/XXXX or XX/XX/XXXX. 
* I had changed my password on Coinbase since I had been getting XXXX SMS texts on my phone even when I had not been attempting to login. I wanted to make sure that if my password had been hacked, the offending party could not luck into access to my account. 
* My balance is approximately ( a bit over, actually ) XX/XX/XXXX of a XXXX and around XXXX ETH. 

XX/XX/XXXX * Coinbase tells me I have to re-verify my account by uploading my ID, front and back, and sending them a selfie. 
* I follow these directions. 

XX/XX/XXXX * Coinbase sends an email saying my account recovery is being processed. 
* I login to Coinbase and see a page that says my account is under review, and I will have access to my account no later than XX/XX/XXXX, at XXXX MST. 

XX/XX/XXXX * I login to Coinbase again and see the same message, hours after XXXX. 
* I get an email from Coinbase with the following subject : " Coinbase Security Notification : Keeping Your Account Safe '' which says that their " XXXX XXXX found a set of login credentials published on the web that look like they match [ my ] Coinbase account credentials. '' And that they've temporarily locked my account pending I verify my identity. 

XX/XX/XXXX * I login to Coinbase again and see the same message saying my account is under review and will be available no later than XX/XX/XXXX at XXXX XXXX. 
* I call Coinbase support to complain, and basically all I get from the " support '' person is " Please be patient. '' I ask to speak to their supervisor. They tell me they don't have a supervisor. I wonder who trained them. 
* I get an email with the subject " [ Reply ] Case # XXXX - Call for Coinbase Support from XXXX at XXXX XXXX XXXX '' from Coinbase Support ( XXXX  ) that tells me the following : " To regain access to your account, please complete the following identity verification steps. Youll need to use a computer or other device with an integrated camera or a webcam, and a browser instead of the Coinbase app. 

1. Sign in to your Coinbase account using your email and password : https : //www.coinbase.com/signin 2. Complete 2-step verification as you normally would. 
3. Upload or snap pictures of the front and back of your government-issued photo ID. If you are taking the photos with your devices camera, make sure your ID is clearly visible. 
4. Using your devices camera, take a live photo of your face and upload it. Be sure the photo is well-lit ( natural light works best ) and clear. 
5. Watch for an email indicating that your identity has been verified. For security reasons, this process usually takes 48 hours to complete but can sometimes take longer. 
6. Sign in to your account and reset your password. '' * Yes, they're telling me to do what I have already done. 
* So I login again, only to be greeted with the page that says my account is under review, and I will have access to my account no later than XX/XX/XXXX, at XXXX MST. Keep in mind there is absolutely NOTHING I CAN DO on this page, except stare at it. If I try clicking on the ID verification " link, '' nothing happens. It's a link to the same page. 

XX/XX/XXXX * I get an email from Coinbase with the following subject : " Coinbase Support XXXX - Call for Coinbase Support from XXXX at XXXX XXXX XXXX - How did we do? '' * The content of the email is " Did we resolve your issue '' with an option to click " XXXX '' or " No. '' * I click " No '', obviously. 

XX/XX/XXXX * I get an email from Coinbase with the subject " [ Reply ] Case # XXXX - Call for Coinbase Support from XXXX at XXXX XXXX XXXX '' * Content says that it looks like my ID uploads were successful and have already been submitted for review and that the process usually takes 48 hours to complete. 
* I login to Coinbase. Same message ( Account Under Review, Access no later than XX/XX/XXXX XXXX XXXX ). 
* I send them another email telling them I had already submitted my ID for verification A WEEK ago, so it was well past the 48 hours. 

XX/XX/XXXX * I get an email from Coinbase with the subject " [ Reply ] Case # XXXX - Call for Coinbase Support from XXXX at XXXX XXXX XXXX '' * This time the content is a little more abrasive : " Hi xxxx, As mentioned in our previous email, it looks like your ID uploads were successful and have already been submitted for review. Youll receive an email confirmation after our review is complete. No more action is needed from you at this time. '' With bold emphasis on the last sentence. 

* I send them another email asking them if they can give me a ballpark figure on how long this will take. 

XX/XX/XXXX * XXXX receive another email from them with the subject " [ Reply ] Case # XXXX - Call for Coinbase Support from XXXX at XXXX XXXX XXXX '' * Content : " Hi xxxx, We received your inquiries, and because you've previously written in about this same issue, we're consolidating your cases into this email thread. 

Recently, our security team found a set of login credentials published on the web that look like they match your Coinbase account credentials. To ensure your accounts security, your account was temporarily locked. 

As previously mentioned, it looks like your ID uploads were successful and have already been submitted for review. Youll receive an email confirmation after our review is complete. No more action is needed from you at this time. '' No emphasis this time. 

* Keep in mind I HAD ALREADY CHANGED MY PASSWORD SINCE I HAD BEEN RECEIVING SMS XXXX MESSAGES FOR ABOUT A MONTH PRIOR, WHEN I REALIZED I SHOULD CHANGE MY PASSWORD. If this was a problem for them, WHY WASN'T IT A PROBLEM WHEN SOMEONE APPARENTLY *WAS* TRYING TO LOGIN FRAUDULENTLY? 

* I don't remember specifically, but I think the content of my next email was along the lines of what I just mentioned in the previous bullet. 

* I login to Coinbase. Same message. ( Acct XXXX XXXX, No later than XX/XX/XXXX blah blah ) XX/XX/XXXX XXXX DAY, YES. 
* Received an email from Coinbase with the subject " [ Reply ] Case # XXXX - Call for Coinbase Support from XXXX at XXXX XXXX XXXX '' * Content : " Hello xxxx, Thank you for contacting us. Recently, our security team found a set of login credentials published on the web that look like they match your Coinbase account credentials. To ensure your accounts security, your account was temporarily locked. 

This does not mean that Coinbases security or data has been or is compromised. If you use the same credentials with other services, the information may have been accessed that way or you may have encountered a phishing site or experienced a malware attack. 

As a security precaution, we recommend that you reset your passwords on your other online accounts. You may want to consider using a password manager to generate and store strong, unique passwords. We also recommend that you run a full malware scan on your devices and computer. 

After you regain access to your account, we strongly recommend that you look for any transactions you did not authorize. Please follow these instructions : 1. Generate a transaction history report here : https : //www.coinbase.com/reports 2. Review the report for any unauthorized transactions, trades, or cryptocurrency sends. 
3. Review your activity logs by going to your Account Activity : https : //www.coinbase.com/settings/account_activity 4. If you notice any unauthorized transactions, please immediately report this activity to all applicable law enforcement agencies in your jurisdiction. Coinbase is willing to offer full cooperation with all law enforcement investigations relating to unauthorized activity on your account. Cryptocurrency transactions are irreversible once theyve been confirmed on the blockchain so a reversal is not possible. 

If you notice suspicious activity on your account, please follow these steps to make your account more secure : https : //help.coinbase.com/en/coinbase/privacy-and-security/data-privacy/how-can-i-make-my-account-more-secure.html? ref=es Moreover, it looks like your ID uploads were successful and have already been submitted for review. Youll receive an email confirmation after our review is complete. No more action is needed from you at this time. '' XX/XX/XXXX - XX/XX/XXXX * I login every now and then but essentially give up, waiting for something to happen. 
* Somwhere during this time period I send a new email complaining about this process. 

XX/XX/XXXX * I receive and email with the following subject : " [ Closed ] XXXX # XXXX - Account recovery XXXX '' ( new case number ) * Content : " Hello there! 

It looks like your ID uploads were successful and have already been submitted for review. 

These reviews usually take 48-72 hours to complete, but can sometimes take longer. 

If we have any need for further information, we'll be sure to reach out. 

Thanks, Coinbase Support '' So it's the same XXXX all over again. I HAVE NOT and CAN NOT upload IDs anyway since there's NOTHING I can do after I login. 

XX/XX/XXXX * XXXX receive an email with the subject " [ Reply ] Case # XXXX - Call for Coinbase Support from XXXX at XXXX XXXX XXXX '' * Content : Hi, Thanks for working with Coinbase Support. 

We hope you were able to get the help you needed. We're closing this case ; if you need additional support, please visit the Coinbase Help Center for quick answers to many questions. 

Regards, Coinbase Support '' * So now they've CLOSED MY ORIGINAL CASE without even verifying if it has been resolved. It has not. 

XX/XX/XXXX - XX/XX/XXXX * I login randomly throughout this time period to check and see if any progress has been made. Same page. No progress. EVERY. SINGLE. DAY. 

XX/XX/XXXX * XXXX file a formal complaint with Coinbase about this exact issue, and tell them I will be reporting them to the SEC and CFPB. 

XX/XX/XXXX * No emails received. 

XX/XX/XXXX * No emails received. 
* I'm filing this complaint with the CFPB right now. Coinbase has had enough time to resolve my issue. 
* If needed I have documentation on the balances through reporting software.

Company response to consumer: Closed with monetary relief