Consumer complaint received 2024-12-31 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Fraud or scam — 
Company: Coinbase, Inc.
State: AK

Complaint narrative:
Coinbase is attempting to steal from me. The company 's customer support service has no one answering the phone at the other end. When individuals with coinbase accounts switch phones, the authenticator does not usually move to the new phone. Coinbase, knowing this, takes advantage of these individuals. Coinbase is stealing their customers is not hackers who are stealing Coinbase customers money XX/XX/XXXX Were reviewing your photos We received the photos you submitted of yourself and your ID. Were working on verifying your identity. This should only take up to XXXX minutes, we will email you when our review is complete. 
XX/XX/XXXX We couldn't verify your ID Be sure to use a valid ID that matches the personal details on your account. Also be sure the photos of your ID are unobscured and easy to read. 

XX/XX/XXXX, Were reviewing your photos We received the photos you submitted of yourself and your ID. Were working on verifying your identity. This should only take up to XXXX minutes, we will email you when our review is complete. 
XX/XX/XXXX We couldn't verify your ID Be sure to use a valid ID that matches the personal details on your account. Also be sure the photos of your ID are unobscured and easy to read. 

XX/XX/XXXX Were reviewing your photos We received the photos you submitted of yourself and your ID. Were working on verifying your identity. This should only take up to XXXX minutes, we will email you when our review is complete. 

Were working on a manual review of your ID For your security, our team needs to manually review the photos you submitted of yourself and your ID. 

Your review should be done by : XXXX XXXX, XXXX at XXXX PM XXXX XXXX email you when your review is complete. Once you log back in successfully to your account, you will have XXXX hours access to update your XXXX verification method. Please update your information to prevent getting locked out again. 

Our manual review process keeps your account secure. This is the fastest way for us to verify your identity. Contacting our customer support team could delay your account review by several weeks. 

What do I do now? 

Theres nothing for you to do now. Well email you when our review is complete. This is the fastest way to regain access to your account and contacting customer support XXXX delay your review by several weeks. 

How can I make my account more secure? 

You can increase your account security by using a strong password and updating it regularly, setting up a security key for your XXXX verification, or securing your email. 


XX/XX/XXXX We couldnt verify your ID You XXXX ignore this message if you canceled your ID verification at any point in the process. We couldnt verify your ID. Please make sure : Youre using a valid government-issued ID Your ID matches the personal info for your account exactly The text is clear and your entire card is visible XX/XX/XXXX Were reviewing your photos We received the photos you submitted of yourself and your ID. Were working on verifying your identity. This should only take up to XXXX minutes, we will email you when our review is complete. 

XX/XX/XXXX We couldn't verify your ID Be sure to use a valid ID that matches the personal details on your account. Also be sure the photos of your ID are unobscured and easy to read. 

XX/XX/XXXX We're writing to let you know that the group you tried to contact ( compliance ) XXXX not exist, or you XXXX not have permission to post messages to the group. A few more details on why you weren't able to post : * You might have spelled or formatted the group name incorrectly. 
* The owner of the group XXXX have removed this group. 
* You XXXX need to join the group before receiving permission to post. 
* This group XXXX not be open to posting. 

If you have questions related to this or any other XXXX XXXX, visit the XXXX XXXX at https : /XXXX XXXXXXXX. 

Thanks, coinbase.com admins XX/XX/XXXX Thank you for contacting Coinbase. 

In an effort to respond more rapidly to support requests, direct emails to this address are no longer enabled. 

To get a response from our support team, please visit the following page to submit a request : https : //help.coinbase.com/en/contact-us.html Please select the appropriate category and include as much detail as possible when submitting your request. 

Kind regards, Coinbase XXXX XXXX XXXX The link the sent for resetting password does not work Coinbase XXXX XXXX your password You recently requested to reset your password. Choose a new password using a device that you have recently used on Coinbase to avoid a security restriction for up to XXXX hours. 

Recent devices : WEB Last login : XXXX XXXXXX/XX/XXXX XXXX XXXX XXXX XXXX XXXX  : Fri XX/XX/XXXX XXXX AM XX/XX/XXXX Were reviewing your photos We received the photos you submitted of yourself and your ID. Were working on verifying your identity. This should only take up to XXXX minutes, we will email you when our review is complete. 

XX/XX/XXXX XXXX Were working on a manual review of your ID For your security, our team needs to manually review the photos you submitted of yourself and your ID. 

Your review should be done by : XXXX XXXX, XXXX at XXXX AM XXXX XXXX email you when your review is complete. Once you log back in successfully to your account, you will have XXXX hours access to update your XXXX verification method. Please update your information to prevent getting locked out again. 

Our manual review process keeps your account secure. This is the fastest way for us to verify your identity. Contacting our customer support team could delay your account review by several weeks. 

What do I do now? 

Theres nothing for you to do now. Well email you when our review is complete. This is the fastest way to regain access to your account and contacting customer support XXXX delay your review by several weeks. 

How can I make my account more secure? 

You can increase your account security by using a strong password and updating it regularly, setting up a security key for your XXXX verification, or securing your email. 

Learn more XX/XX/XXXX We couldnt verify your ID You XXXX ignore this message if you canceled your ID verification at any point in the process. We couldnt verify your ID. Please make sure : Youre using a valid government-issued ID Your ID matches the personal info for your account exactly The text is clear and your entire card is visible XX/XX/XXXX Coinbase logo Were reviewing your photos We received the photos you submitted of yourself and your ID. Were working on verifying your identity. This should only take up to XXXX minutes, we will email you when our review is complete. 

XX/XX/XXXX Coinbase Were working on a manual review of your ID For your security, our team needs to manually review the photos you submitted of yourself and your ID. 

Your review should be done by : XXXX XXXX, XXXX at XXXX AM XXXX XXXX email you when your review is complete. Once you log back in successfully to your account, you will have XXXX hours access to update your XXXX verification method. Please update your information to prevent getting locked out again. 

Our manual review process keeps your account secure. This is the fastest way for us to verify your identity. Contacting our customer support team could delay your account review by several weeks. 

What do I do now? 

Theres nothing for you to do now. Well email you when our review is complete. This is the fastest way to regain access to your account and contacting customer support XXXX delay your review by several weeks. 

How can I make my account more secure? 

You can increase your account security by using a strong password and updating it regularly, setting up a security key for your XXXX verification, or securing your email. 

Learn more XX/XX/XXXX Coinbase We couldnt verify your ID You XXXX ignore this message if you canceled your ID verification at any point in the process. We couldnt verify your ID. Please make sure : Youre using a valid government-issued ID Your ID matches the personal info for your account exactly The text is clear and your entire card is visible

Company response to consumer: Closed with monetary relief