Consumer complaint received 2022-06-06 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 the morning of XX/XX/2022, my cell phone services was mysteriously turn off. I called my cell phone service provider and was told that there was a glitch in their systems. Moments later I tried to log into my bank accounts, emails and stock accounts. The only account that I was unable to log into was Coinbase App. For some reason I was lock out. Later that night I tried again to gain access to my Coinbase App account and I receive a message on the Coinbase App saying I had to wait 24 hours to sign back in to change my password. After waiting 24 hrs and receiving an email from Coinbase about my account recovery I notice that there was over 100 other emails from Coinbase stating that I sold and transferred almost {$16000.00} of Crypto from an Coinbase Pro account. Problem is I never had a Coinbase Pro account. I reach out to a representative at Coinbase around XXXX XXXX on XX/XX/2022 to try and resolve the issues. I was assign case # XXXX and was told to complete an identity verification process, which will take another 48 hrs to to be verified. Tired and stress I waited to the next morning to complete the verification process. Not shortly after I recieved an email stating they was unable to verify my identity. I call Coinbase again in regard to my id and the fraudulent transfers on my account. I recieved and email from Coinbase stating that an hacker had access to my password, XXXX XXXX security codes and my email via a hyperlink sent from Coinbase. On XX/XX/2022 I received an email from Coinbase stating my account recovery was successful and I was able to sign into my Coinbase account. On XX/XX/XXXX, I spoke to another Coinbase Rep and ask how was my crypto transfer from a Coinbase Pro account and which I dont have. This representative seem to be helpful but somehow our phones connection was disconnected. Shortly right after, I recieved an email with case # XXXX stating our phones was disconnected. I immediately call right back and was transfer to another rep. And again our phone connection was disconnect. Also recieved and email with case # XXXX stating our phones was disconnected. Seem odd to me that our phone connection was being disconnected. I called Coinbase a couple of more times to try to resolve this issue and all they keep saying is that once crypto crosses over a block chain there is nothing that they can do. I have been told by at least 2-3 Coinbase representatives that they see that I do not have a Coinbase Pro account. And one representative ask me how did I know the my crypto was transfer from an Pro account. I told the rep again about the emails. This has been a very stressful time for me dealing with Coinbase. It is not a coincidence that my phone services was turn off the same day and time my Coinbase account was hack. This statement is true to the best of my knowledge, as I was very stress at the time trying to remember the order that these events toke place was hard.

Company response to consumer: Closed with explanation