Consumer complaint received 2021-12-27 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Fraud or scam — 
Company: Coinbase, Inc.
State: CA

Complaint narrative:
On XX/XX/XXXX, my coinbase account had been locked. I got the help from the " message me '' of Coinbase screen and the message asked me to answer the phone ( XXXX ) because I did not answer at the first time ( the number was weird ). After I answered, the person logged into and remoted control my computer and tried to fix to unlock my account. After a while. the person knows my coinbase account is connected to my bank so he set up two purchasing transactions for me without my permissions one was US {$5000.00} and the other was US {$1000.00} and mentioned that I could not use my account for 7 days. I told him I do not want to purchase any currency now. At that time, I only have US {$5700.00} in my coinbase account However, he ignored what I said and disconnected the phone with me. 
I tried to call back the phone ( XXXX ) to tell them the situation and I want them to cancel the purchasing. The person got into my computer again without my permission and deleted the two confirmations of purchasing transaction that the person from coinbase Inc set up for me in my e-mail and deleted from the " Trash '' folder to totally destroy the evidences. The person said if I would like to have the money back, I need to provide them the XXXX account or debit card number and I told them I do not have both and he hanged the phone up. After he hanged up my phone, I called my bank @ XXXX to report the fraud transactions and my bank told me that XXXX ONLY can prevent the funds in the bank so XXXX has done something to protect my account. XXXX recorded the report for me. A few days later, I tried to call the number ( XXXX ) again. It was discounted. I tried to call coinbase customer service XXXX and asked to enter my phone number to related to my account and the voice said the phone number ( my cell XXXX is ONLY number I have ) is not related with account and the phone was automatically disconnected. 
I e-mailed to Coinbase @ XXXX and call their only customer service number XXXX. Either a generic response for a long time or I am not able to talk with anyone and the phone was disconnected. 
I had {$5700.00} in my coinbase wallet so the coinbase Inc automatically sent repayment {$4600.00} and {$1000.00} from my wallet in coinbase Inc and XX/XX/XXXX ACH debit {$300.00} from my bank account for the two purchasing transactions they set up for me ( {$5000.00} and {$1000.00} ). 
US $ XXXXUS $ XXXXUS XXXX XXXX=US {$6000.00} The total loss would be : {$5700.00} ( the funds I have in the wallet of Coinbase + {$300.00} ACH to Coinbase account on XX/XX/XXXX from my bank ) = {$6000.00} ( the above was involed with Fees that coinbase Inc charged ) The total loss {$5700.00} XXXX = {$6000.00} The amount is different to the above because of transaction fees charged by Coinbase. 

**** All proof of paper will be available as a request. 
Now, my coinbase wallet balance was {$0.00}. All my fund is gone. I tried to contact with them through e-mail and only got a generic answer and I called XXXX again during the midnight on XX/XX/XXXX and XXXX, XXXX and the person said my account is {$0.00} but I told him I did not set up the transactions and it was set up by your side. He mentioned he will send me the e-mail for the reporting incident but I did not receive it until now. 
The funds were borrowed to pay the medical, tuition and living expenses for my family. When you celebrate your holiday, my family suffer because your greedy and selfish. 

On XX/XX/XXXX, the customer service from Coinbase Inc jumped in my computer again and indicted on the dialog showed your account has been recovered ( Not exactly the words showed. I am not very comfortable that the Coinbase Inc can always jumps in my computer. 
The coinbase sent me the e-mail twice as follows on XX/XX/XXXX and XX/XX/XXXX : The below image was from XX/XX/XXXX. 

Our service detected unusual activity in your coinbase account Unusual activity is detected by our service in your account, we temporarily lock your account, you can not add or withdraw balance, to remove this limit, please verify your personal data by pressing the " Verify now '' button below. 
United States, Ios, XXXX Verify now If this is not you, please secure your account and verify it. 

I logged in from Coinbase Inc home page to get a help. This is Coinbase 's fraud. Coinbase Inc did not get me a chance to call ( my communication was been locked with Coinbase Inc for 7 days ) or Coinbase Inc delayed response to me.

Company response to consumer: Closed with explanation