Consumer complaint received 2025-03-04 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Wrong amount charged or received — 
Company: Coinbase, Inc.
State: OR

Complaint narrative:
About five years ago I lost access to all of the cryptocurrency trading platforms that I was using regularly to buy and sell cryptocurrencies. I lost access to these platforms because for lack of a better term I had my identity stolen. For years I couldnt get through to this company in particular because of my lack of a steady phone number or lack of identification. Last winter I finally had all I needed to prove my identity and start the process of recovering my accounts that still had positive balances in them. After spending over 3 hours on the phone with one of their agents we had closed out numerous accounts that were opened in my name and had it down to 3 accounts with positive balances. I was assured that between them it was at least {$1800.00} and that the worst part of the verification process was over and I should be reunited with my funds without any issues. The next few days I had multiple calls with this company and it was always something else holding up the transfer of my funds back to me. I got so frustrated that I couldnt handle any more arguing or yelling so I just gave up for one more year. Quick note this theft of my identity has completely wiped me out I lost everything including my home.. so any amount of money is now a very big deal to me.

After taking yet another year off I decided to try again recoup my funds. This was just a couple of weeks ago. I ended up spending over 13 hours on the phone in one sitting with them jumping through every hoop that was presented. That amount of time is so far out of what should be acceptable in any business for any reason it should be criminal. It became clear that they were doing any and everything possible to deter me from seeing this process through to the end. Finally I was assured that they had consolidated all of the funds from my remaining accounts and that they were sending them to me that day. I asked for the amount of money they were sending and I was told that they couldnt discuss the amounts! I said that was ridiculous as they must have been confident in the fact that they were surely dealing with the account owner and j wanted details. They refused. When the transfer finally did come through it was less than {$1000.00}. They assured me that the company had sent everything and that was all there was. They refused to send any records of my accounts activity before this date and two weeks later they wont address the fact that my account is still restricted, but only in several very detailed ways that prevent me from regaining access to their advanced trading platform where I have found more than a few assets of mine hidden, or view only ie you cant withdraw. To add insult to injury they had failed to mention this entire time their new smart wallet that would make allocating these hidden and randomly distributed assets much easier. They wont lift restrictions from my account, even though it says right in the screen that restrictions would only last 3 days its been weeks! And they arent addressing the problem that out of the money I was sent when I went to transfer some of it to where I could actually access it as cash, it didnt make it to the address I sent. Last check which was last night because of the nature of cryptocurrency I can easily trace each transaction, there were three transactions that never made it to their destination, rhwynhad all been filtered out to different wallet addresses that I did not enter.it seems they are trying to use some sort of tax law excuse to keep the money from me and are using tax laws about sending cryptocurrency to yourself as an excuse for stealing my money. It makes no sense I can sell all the crypto i want no restrictions. But the stuff that they hid from me is in an advanced trading platform owned by the same parent company but technically a different company. To trade on that platform ie to be able to get my money back, I have to buy into that trading platform which at first I did. But then I was quickly barred from trading. And they still have restrictions on me BUYING XXXX. So i have no way of getting any of it back. They wont help me understand where the $ XXXX {$600.00} is that I sent to myself is or why its being held XXXX. This has been the most frustrating and mind boggling experience Ive ever had doing business with any company in my 47 years of.being a consumer. These people are criminals!

Company response to consumer: Closed with explanation