Consumer complaint received 2020-05-18
Company: Coinbase, Inc.
State: IL
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other transaction problem

Complaint:
I have an account on a digital currency exchange, named Coinbase-Pro, located in XXXX XXXX, California. On XXXX at XXXX XXXX, I tried to make a transfer of funds from the Coinbase-Pro platform, into another account at XXXX currency exchange. The amount that I wanted to transfer was XXXX XXXX crypto-currency. As soon as I finished the transaction, I got a message on that Coinbase-Pro screen, saying that my transaction had failed, and that I have to manually transfer the funds to XXXX account by following a link that was included in that warning message. I followed the link that was recommended by Coinbase-Pro message and I was instructed to call a customer service number. I called that number, that is located in California XXXX XXXX XXXX, and I spoke with someone who said that he is a Coinbase customer service rep. I followed the instructions given by that person, who said that there is a glitch on my Coinbase account, and while I was on the phone with him, he changed my 2-way authentication factor, I was not able to get a new authentication pin on my phone, and that Coinbase customer service rep. removed from my account at Coinbase Pro XXXX XXXX coins, at an aproximatlly value of {$13000.00}, then my Coinbase account got frozen, I can not access the account since XX/XX/2020, and after I immediately reported this incident to the fraud department from Coinbase, I got a couple of e-mails from them telling me that they are investigating the report. I will include here a copy of the e-mail from Coinbase, with the case number that was given by them : XXXX From : Coinbase Support XXXX | Save to Address Book | Block Sender To : " XXXX '' XXXX Subject : [ Reply ] Case # XXXX - Someone from Coinbase Pro took out from my account XXXX XXXX without my consent Date : Tue, XX/XX/2020 XXXX XXXX Report As JunkBlock Sender [ Print ] Hi XXXX, Thank you for following up with us. This request is already being addressed through case XXXX. Please note that we will merge this case with the previous one created, so we kindly ask you to use that case number to communicate with us and track current developments involving your request. This is to ensure the account specialist working your case is notified. Kind regards, Coinbase Support ref : XXXX : ref The person that took my XXXX funds from my Coinbase-Pro account, had an XXXX accent, and also the person that I spoke with on the phone when I reported the fraud on my account, had also an XXXX accent. I believe that the person that committed this fraud to my account, is still working for this company, or maybe he is a former employee that has all the necessary knowledge to commit this type of crime. 

Coinbase is holding my money, blocked my account, they also blocked my phone number so I have no way to reach them by phone, and they are ignoring my repeated attempts, by e-mails, to resolve this matter. I am prevented from selling, buying, transferring or accessing my property and also cutoff from all transaction history and other information. However, I still have records, on my XXXX XXXX account, that can show all the transfers that I made from my XXXX wallet acount ( XXXX ) into the Coinbase walet account ( XXXX ). This transactions were made from XXXX till XXXX, when I sent to Coinbase over XXXX XXXX in a total of seven transfers.

Company response to consumer: Closed with explanation