Consumer complaint received 2025-03-25 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other service problem — 
Company: Coinbase, Inc.
State: NV

Complaint narrative:
Hello, Unfortunately, my daughter convinced me to invest in 'Coinbase ', specifically Bitcoin. I believe in XXXX of XXXX. I invested a small amount and rarely checked it over the years. In XXXX, I left XXXX XXXX and moved to our once vacation home in XXXX XXXX XXXX XXXX ), Nevada, which is now my primary residence. Last year, I changed my cell phone provider and obtained a new number. The old number ( with XXXX ) was disconnected and the number surrendered. On XXXX XXXX, XXXX, I tried signing in to Coinbase with the Password information and due to XXXX step authentication, their system wouldn't allow me to get into the website. However, I must have tried so many times, it gave me access for a brief period of time. So I went to update ( change ), my address, but their system specifically stated I COULD NOT change/update my phone number. Coinbase had no number or email to contact, so once I was off the site, that was it. 

I searched online as to how to contact someone, and someone posted to go to XXXX ', so I did. I sent so many DM 's to Coinbase on XXXX  but they kept asking me to follow the information on the website, as to upload your Driver 's License and to go online and speak, while the computer captured your image. The License was uploaded but their system never worked to allow my image, while speaking to be uploaded to Coinbase. However, out of frustration, the person representing 'Coinbase ' stated they would have Coinbase contact me with a 'Complaint number. ' This went on through XXXX and XXXX and I finally gave up. 

On one occasion, I found a phone number to Coinbase, while googling Coinbase. I called that number, which was answered, 'Coinbase, XXXX XXXX ' I gave him identifying information and he said he needed to access my computer, to relay information. I told him I don't want him to 'remotely control ' my computer, he said just click on the link. I did and saw the arrow move on my screen. I immediately shut off the computer, telling him he had no permission to remotely control it. He laughed with his XXXX accent and said, " All your financial accounts are currently being drained as we speak ''. I had to take my laptop in to erase whatever was uploaded and inserted by this person and finally ended up having to buy a new computer to insure that whatever spyware/malware was inserted was not still functioning on the old laptop. This led to 2 weeks of changing online ID and codes to several financial institutions, credit card access and obtaining new credit cards... it was a nightmare. 

I'm retired law enforcement ( XXXX XXXX XXXX XXXX XXXX XXXX. ), and at one point, 'Coinbase ' sent an email to have me transmit a photo of myself while clipping on my Nevada DL with info written this is to Coinbase on a sheet of paper with the date. It looked like a 'mug shot ' and was degrading, but I did it to get in and sell whatever was there and close the account. I did all this, and more, and still they wouldn't update/change my new cell phone number. I'm convinced they are corrupt and why they absolutely will not help is beyond me. No business I've ever heard of did what they did. If you go to XXXX there are hundreds of complaints listed over the past several months, warning people to stay away due to Coinbases ' behavior. I believe they need to be investigated, but right now I just want to get in, sell the crypto, receive my funds and close the account. I'm no different than the many comments/complaints made on XXXX. Please help me, I'm XXXX XXXX XXXX and for health reasons, can't keep going through this.

Company response to consumer: Closed with monetary relief