Consumer complaint received 2024-04-16 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Fraud or scam — 
Company: Coinbase, Inc.
State: FL

Complaint narrative:
On XX/XX/XXXX, I called Coinbase at approximately XXXX XXXX immediately after notifications of suspicious transactions from my XXXX XXXX XXXXXXXX account to Coinbase that I did not make. ( XXXX of approximately {$240.00} that were denied from XXXX  that should have been a red flag to Coinbase, particularly after my call. Coinbase makes it almost impossible to report fraudulent activity and acount being compromised since they direct you to their app which you can not access if your account is compromised. Luckily my wife found a number and was able to get through. 

The bottom line is when I called, their representative quoted my full balance and assured me that the fraudulent transactions would be stopped and my account frozen. I rested easy while trying to determine how this happened with XXXX & XXXX. Approximately 10 days later, I called back and went through a XXXX hour process to unfreeze my account and discovered that my account was drained to an unknown XXXX wallet on XX/XX/XXXX. I can not access my account for the lousy {$36.00} that is left without going through the XXXX hour process. 

Why did Coinbase allow the unauthorized transactions to take place after I called? She told me my balance and assure me that everything was safe and frozen. 

During those 10 days between XX/XX/XXXX and when I finally unfroze my account I sent several emails and made many calls & emails to Coinbase in response to emails about activity I did not make and they said " no worries '' so I waited to unfreeze my account as I dealt with the other problems caused by this incident as I dealt with XXXX & XXXX. NO ONE FROM COINBASE TOLD ME MY ACCOUNT WAS DRAINED. 

They just keep sending the same XXXX emails from a bot saying we have not heard from you in a while and keep asking for the same information I have sent a dozen times After getting access to my account and discovering the crime, their representative said the unauthorized transactions were made from an XXXX   in XXXX, XXXX miles away. IP address : XXXX : XXXX : XXXX. I have never owned or used an XXXX 

THE BOTTOM LINE IS THEIR AGENT QUOTED ME MY BALANCE AND ASSURED ME IT WAS SAFE AND THE UNAUTHORIZED TRANSATIONS ON XX/XX/XXXX WERE DENIED BECAUSE I DID NOT MAKE THEM. 

They have to be working with the criminals to allow the transaction after I called and they told me they did not take place yet. They did not make the criminal go through a XXXX hour process to verify their ID, but they are making me go through it even though they have record of my devices an ip address. They are negligent in that they do not have a phone number to call to report fraud easily. It has to go through a lengthy process using the app and resetting the password. They are negligent in not flagging a strange device from XXXX miles away, after several transactions from XXXX were declined, after I called and was told the fraudulent transactions would not take place. You can see by a XXXX search they have a widespread problem with account security and there is a legal industry advertising to sue them. The XXXX government has a lawsuit against them from operating illegally in this country. They are a bad actor that assists bad actors and victimizing seniors. 

Their security is completely backwards, a customer with known devises and known IP address for years has to go through a XXXX hour process to prove ID while a criminal does not. I was also told it would take XXXX hours to get my remaining {$36.00} but allowed a criminal with unknown device XXXX miles to drain my account in a matter of minutes or hours. Their guarantee is a fraud. 

They now say the fraudulent transactions happened before I called, in contradiction with the actual call of XX/XX/XXXX. They refuse to acknowledge this call in over XXXX emails I have sent. 

I just want my balance restored to the morning of XX/XX/XXXX. They won't respond in a rational manner, just the same email asking for the same information. All other financial institutions made me whole except Coinbase. They have a XXXX XXXX address but they are a foreign company. If not, I want to go to arbitration. 

In the question if I was a sender or receiver, I was only a sender as thecresult of fraud that was immediately reported as fast as possible.

Company response to consumer: Closed with explanation