Consumer complaint received 2024-09-04
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: Coinbase, Inc. (NC)

Copy of emails recently sent to Coinbase XX/XX/XXXX To Coinbase Security Team.immediately after sending the email below to Coinbase I received an automated message requesting I open another compliant from the Coinbase website. After my failed login attempt from yesterday I tried to send Coinbase an email, but was never able to find the opening directly from your websites Help page. The opportunity or link to send an email request for help was never apparent, in spite of my repeated attempts from a wide variety of links, drop down menus, etc on your Help page. 

How can we resolve this issue if I can not communicate directly with a Coinbase representative who has the authority to close my account, instead of only automated Coinbase emails. Note my original complaint was lack of access to my account, however due to the lack of responsiveness / customer service from Coinbase, my patience has been exhausted and the only solution for me now is to close my account. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ; Coinbase Support XXXX XXXX XXXX XXXX XXXX coinbase.com Subject : Update from XXXX XXXX XXXX Coinbase Complaint ... ... RE : [ Can not be Reopened ] Case XXXX XXXXXXXX - WE WILL NOT CALL YOU ABOUT THIS ISSUE XX/XX/XXXX To Coinbase Support, Disappointed that I have had no reply from you regarding my request from my XXXX XXXX email for help. 
( see below ) For your information I tried again yesterday to gain access to my account, inputting my password correctly as well as my Authenticator #. Since Coinbase didnt recognize my device, even though it was the same personal tablet that I have always used to access my account, they requested confirmation of my email address to send me an email.which never arrived. Note I did check my spam folder tool In view of your continued unresponsiveness to my requests for assistance, I have complained to the Federal Trade Commission and have attached a copy of their confirmation of my report to them for your information I hope to resolve this issue at the earliest. 

Regards XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX To : Coinbase Support XXXX Cc : security @ coinbase.com Subject : Re : [ Can not be Reopened ] Case # XXXX - WE WILL NOT CALL YOU ABOUT THIS ISSUE... ... ... ... .if the case ( which was unresolved ) can not be reopened, consider this email as a request to open a new case based on the email I just sent to you less that XXXX minutes ago. 

REgards XXXX XXXX ________________________________________ From : Coinbase Support XXXX Sent : Tuesday, XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Subject : [ Can not be Reopened ] Case XXXX XXXXXXXX - WE WILL NOT CALL YOU ABOUT THIS ISSUE Note : Coinbase will never initiate a ticket on your behalf. If you did not submit this ticket from help.coinbase.com yourself please report this email to our team at security @ coinbase.com for us to investigate. Coinbase will also not call you about this issue. If you receive a call from someone claiming to be from Coinbase, please hang up. Additionally if you would like to lock your account or report suspicious activity related to your account, please see how to secure your account here. 

Hi there, Thanks for the response! Wed love to help you further, however, this case has been closed and can not be reopened. 

Please submit a new ticket to our online support form here for continued assistance XXXX XXXX XXXX XXXXXXXX Thanks, Coinbase Support thread : XXXX XXXX XXXX XXXX Coinbase www.coinbase.com Coinbase Case # XXXX Reopened / Still Pending...... XXXX : Closure of Account for Dissatisfied Coinbase Customer - XXXX XXXX XXXX XXXX XXXX To : Coinbase XXXX XXXX XXXX XXXX @ coinbase.com Tue XX/XX/XXXX XXXXXXXX XXXX Good Afternoon Coinbase I received an email from Coinbase Support, the day after I sent the email below to the SEC, advising me that my case had been closed ( # XXXX ) and they could NOT help me, that I would have to reopen a case at Help @ Coinbase. I did not see how my case could be considered closed since my issue ( not having access to my account and your non responsiveness to my multiple requests from me ) especially in view of my previous emails to you of XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, all of which requested your help to resolve my issue and were not answered, or rather were ignored by you. 

All the emails listed above are being forwarded to you below for your easy reference and information, as well as a copy of my email to the SEC, which I assume prompted your email today. Consider today 's email a formal request to reopen this long pending case with you. 

The SEC has already replied to me, suggesting that I contact the Federal Trade Commission and the Consumer Financial Protection Bureau to help me. I will allow you this week to settle this matter, before I contact them. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Cc : Coinbase Support XXXX Subject : Request help from SEC ... ... ... ... ... ... Re : Closure of Account for Dissatisfied Coinbase Customer - XXXX XXXX Securities Exchange Commission Consumer Protection Hello SEC, As you can see from my several emails Below requesting help to access my Coinbase account, they have ignored my inquiries completely since they last response in XXXX of last year ( XXXX ) and I have been unable to reach them by telephone. 

Would you be able to help in recuperating my account, my monies? If not directly through your intervention, could you offer me another suggestion to resolve my issue with Coinbase? 

Many thanks for your consideration. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX P.D. I have erased my personal bank account info in the email below ( in red ) which had been shared with Coinbase ________________________________________ From : XXXX XXXX XXXX XXXX Sent : Tuesday, XX/XX/XXXX XXXXXXXX XXXX  To : Coinbase Support XXXX Subject : Closure of Account for Dissatisfied Coinbase Customer - XXXX XXXX XXXX XXXX, I have tried to call your support tel. # ( XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX ) which never allowed me to speak to a customer service agent. Frustrated that I have not been able to access my account and amazed at your lack of service and accessibility, I want to close my account. Please respect my instructions and advise me what information you require to proceed. I have noted my bank info below ( account and routing numbers ). Also note that my telephone number is new and is not registered in my personal profile. The telephone number you have on my account was lost 8 months ago. 

I realize and appreciate that account security is a primary concern, however you have made it impossible for me to access my account to use your services, and since your help center remains isolated behind their programmed written and audio responses with any avenue to human assistance, you have left me no other choice but to close my account. A prime example is your complete lack of response to my email query / request of more than XXXX weeks ago below. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Sent : Thursday, XX/XX/XXXXXXXX XXXX XXXX  To : Coinbase Support XXXX Subject : Re : Help for Dissatisfied Coinbase Customer - XXXX XXXX XXXX Morning, Unless I hear from you within the next days to resolve my request to liquidate my holdings since I have not been able to access my account, I will have no other option but to report XXXX to the SEC and XXXX XXXX XXXX XXXX XXXX XXXX 

Regards XXXX XXXX XXXX XXXX XXXX XXXX ________________________________________ XXXX XXXX XXXX XXXX XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX XXXX To : Coinbase Support XXXX Subject : Re : Help for Dissatisfied Coinbase XXXX - XXXX XXXX XX/XX/XXXX Coinbase Support I would appreciate a response and resolution to my request of XXXX weeks ago at the XXXX XXXX XXXX XXXX XXXX XXXX Get Outlook for Android ________________________________________ XXXX XXXX XXXX XXXX XXXX Sent : Sunday, XX/XX/XXXX XXXXXXXX XXXX To : Coinbase Support XXXX Subject : Help for Dissatisfied Coinbase Customer - XXXX XXXX XXXX Morning If you will check your records, I am sure that you will see that it has been more than 6 months since I have been able to access my account. Today, I correctly inputted my password, successfully inputted my Authenticator code, however since you did not recognize my device ( although it is the same tablet I have used for the past XXXX years ), you indicated that you would send me an email to authenticate I never received the email in spite of repeated attempts. Note that I did put all XXXX Coinbase customer service emails into my contacts lists. I also repeatedly called both of your customer service telephone numbers, however I was never able to speak to a human and the automated choices were of no help to me. 

My patience and perseverance has reached my limit. Please send me a full statement of my account and advise me how to close it. I appreciate your prompt attention to this matter, and will not entertain any other solutions at this late hour. 

Sincerely XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX