Consumer complaint received 2025-01-11 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: Coinbase, Inc.
State: NC

Complaint narrative:
I am writing to file a complaint regarding a series of events concerning my Coinbase account. Below is a detailed account of the situation : A few days ago, I received an alert on my phone from XXXX indicating an unauthorized attempt to access my account. Shortly thereafter, I received a call from XXXX, who claimed to be from XXXX. Afterward, I received a similar alert from Coinbase regarding potential suspicious activity on my account. XXXX informed me that both my XXXX and Coinbase accounts had been compromised by an individual located in XXXX. According to XXXX, the hacker used XXXX cookies from a website to gain unauthorized access to both accounts. He further explained that the hacker had converted my cryptocurrency into XXXXXXXX XXXX XXXX valued at approximately {$6900.00} ) though the funds had not yet been withdrawn. 

XXXX stated that XXXX had notified Coinbase of the breach, which led to Coinbase 's awareness of the situation. He also mentioned that a complaint had been filed with both the FBI and XXXX under XXXX XXXX. XXXX. According to XXXX, the Coinbase representative he spoke with wants me to log into my Coinbase account after regaining access and approving a transaction to send the XXXX into my name. However, this request seemed highly suspicious, so I asked XXXX to have the Coinbase agent contact me directly. 

Shortly after, I received a call from XXXX, who claimed to be a Coinbase employee. I informed him that I had contacted the FBI to follow up on Case No. XXXX, but they could not find any information on the case as they can not search by case number. XXXX stated that the complaint with the FBI and XXXX had not been filed yet and would only be submitted after Coinbase 's internal investigation was completed. He insisted that I authorize the transaction by clicking on the order form that Coinbase had prepared to register the XXXX  in my name on the blockchain. This added to my confusion and further raised my concerns regarding the legitimacy of both XXXX and XXXX. 

To clarify the situation, I contacted Coinbase customer support and spoke with a representative named XXXX. Unfortunately, XXXX seemed to lack knowledge regarding cryptocurrency and transactions and was dismissive of my concerns. XXXX failed to provide adequate assistance despite my repeated explanations, and I was forced to repeat myself multiple times. I requested the following actions : XXXX. A refund of the {$300.00} transaction fees incurred during the unauthorized conversion of my crypto to XXXX. 
XXXX. To register my ownership of the above XXXX on the blockchain. I wouldnt know how to do this. 
XXXX. The temporary disabling of the API on my account until the XXXX is placed on the blockchain in my name. 
4. Verification of XXXX ' employment at Coinbase. 
XXXX. A detailed explanation of how my account was compromised. 
XXXX. A transfer to the fraud department for further investigation. 
However, XXXX refused to take any of these actions. Considering the above events, I am filing the following complaints : 1. Fraud/Scams : I believe I have been defrauded due to the unauthorized conversion of my cryptocurrency to XXXX  and the attempted withdrawal of those funds. 
2. Account Access Issues : There has been a clear security breach of my accounts.

3. Customer Service Problems : I experienced poor customer service, including unresponsive support, inadequate knowledge of cryptocurrency, refusal to escalate the issue, refusal to verify XXXX ' employment at Coinbase, and failure to investigate the breach or refund the transaction fees. 
XXXX. Unauthorized Transactions : Someone gained unauthorized access to my account and executed trades without my consent. 
XXXX. Account Freezing or Restrictions : If XXXX is indeed a Coinbase employee, XXXX refusal to verify this caused unnecessary restrictions to my account. 
XXXX. Security Issues : There appears to be a lack of sufficient security measures, leading to unauthorized access and potential hacking incidents. 
XXXX. Refund Problem : I was refused a refund for the transaction fees incurred when the hacker converted my cryptocurrency into XXXX. 

I request your urgent assistance in resolving these issues. The situation has caused significant distress, and I need clarification and support to rectify the unauthorized access, recover my funds, and prevent further security breaches. 
Thank you for your attention to this matter.

Company response to consumer: Closed with monetary relief