Consumer complaint received 2025-07-18 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: Coinbase, Inc.
State: OH

Complaint narrative:
My complaint were the policies of Coinbase.com are too stringent and too difficult to unlock my account from a hacked attack from a scammer on XX/XX/year>. My first call to XXXX IT support complain of suspicious activity. I was told by IT support who only had XXXX weeks on the job as a new hire that they couldn't see where I had been hacked on my account after I had given a clear description of abnormal circumstances & strange events that led to the hack. Initially as she being the IT tech viewed my account along with me, she couldn't tell if had been hacked cause my funds were still intact though my description to her of what happened to me should have set off red flags prompting her to instruct me to lock my account, but she gave no mention to offering or strongly suggesting I do that. Instead, she said it looked like another IT tech support tech had gone through some random security checks on my XXXX account to her best estimation. Later that night the hacker struck again, and this time stole all my XXXX XXXX funds. I was also informed that my stolen funds upon investigation after unlocking my account would be fully restored with reimbursement of the total stolen amount. After I was hacked another IT support tech says I may not have all my stolen funds restored but only partially reimbursed. After that IT support I called again and got a different description that I'll never have my stolen XXXX fully restored and I would have to accept it as a total loss. XXXX has criminal insurance to cover hacker theft and fully restore my lost funds so I expect XXXX to treat me right with full restoration of stolen XXXX funds but they refused to do this. Indicating that the funds transferred to another account overseas to XXXX was irreversible when it comes to reimbursement. Their policy is too difficult not to mention blindsiding with new hurdles to overcome that weren't part of the step process only after having been told all was needed was to upload my selfie and my valid driver 's license and my account would be unlocked. A new snag popped up when I'm told that just the selfie and ID will no longer suffice but now perform a balancing act of a dated sign " For XXXX verification '' along with Driver 's ID and my selfie crammed into one picture only to be told one issue after another as not being able to accept my photo submissions. To date I have about XXXX XXXX XXXX XXXX attributed to this one same hack of my XXXX funds account. The damages are the inconsistency in allowing to proceed with unlocking my account. One IT tech told me after I informed him I spent the whole day with my new XXXX XXXX phone less than a month old kept having the photos of my ID rejected and this was done in the day in sunlight or in the kitchen directly under XXXX XXXX ft. fluorescent light bulbs and in the bathroom under XXXX vanity light bulbs to no avail and all this with spending XXXX hours with a IT tech only to be told to try a new device. I opened up a new Tablet and the photos were accepted for both Driver 's ID and Selfie and sent over to my laptop for virtual confirmation for digital acceptance like usual and only to be rejected cause the system doesn't recognize my Driver 's ID! My ID is valid for another year. Policy need changed. I had a new phone check - new tablet check - Unlocked account= NO. I was told by another IT tech support to not use my XXXX XXXX XXXX XXXX. I needed to download XXXX XXXX  instead. It failed too. Make them insure hacked accounts recovery & retore funds.

Company response to consumer: Closed with monetary relief