Money transfer, virtual currency, or money service -- Unauthorized transactions or other transaction problem -- Complaint #4672993
Complaint Overview
Complaint ID: 4672993
Company: Coinbase, INC.
Product: Money transfer, virtual currency, or money service
Sub-Product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem
ZIP Code: XXXXX
Date Received: 2021-08-29T12:00:00-05:00
Date Sent to Company: 2021-08-29T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Hi there, On XX/XX/XXXX I had someone call me saying they were from my bank and they were working with Coinbase to secure my account as it had been compromised. They knew my account number and date of birth as proof, and told me that they were working with Coinbase to set up a new external wallet, and that my coins had to be transferred there before I lost everything. I want to be clear that throughout no part of this did I share my password, any XXXX code or download/install any app or software on any of my devices. My phone has not been lost or stolen at all, and I use a strong password including letters, numbers, and upper/lower case characters. The two transactions on XX/XX/XXXX ( of Bitcoin and Ethereum ) from my account were to a scam wallet address, and the cybersecurity breach continued on XX/XX/XXXX when they sent what remained of my Ethereum to another scam wallet address without me even being logged in. I have receipts of the texts and calls I received from these scammers, and recorded part of the conversation for evidence. The below transactions were all part of a scam and cybersecurity attack, with the first ( and most recent ) happening this morning despite having XXXX fully enabled on my account. I have email receipts for each of these transactions, too : 1. XX/XX/XXXX : 2.XXXX ETH to XXXX 2. XX/XX/XXXX : XXXX BTC to XXXX 3. XX/XX/XXXX : 5.XXXX ETH to XXXX To provide additional information I have been in touch with Action Fraud, the police and my bank account to notify them about this which all happened within the last 3-4 days, and I have a case number which I can provide to you if necessary, too. The loss of funds has been exclusively from my Coinbase account, with none of my other personal accounts having been subject to a scam/cybersecurity breach. I have raised a case and complaint with Coinbase, but have yet to hear back on this ( Case # XXXX, Case # XXXX, and Complaint # XXXX ). I can prove that I as the genuine account holder still have access to my email address and provide any form of authentication necessary, including a photo of the front/back of my ID or passport if needed for your own security purposes. Please do assist me with this if possible, as the three transactions listed here total to a significant amount and has left me devastated as a result. For the time being I have requested my account to be disabled to prevent what little is left from leaving my Coinbase account. XXXX, XXXX
Frequently Asked Questions
What is Complaint #4672993 about?
Complaint #4672993 was filed against Coinbase, INC. regarding Money transfer, virtual currency, or money service specifically about Unauthorized transactions or other transaction problem. It was received by the CFPB on 2021-08-29T12:00:00-05:00.
How did Coinbase, INC. respond to this complaint?
The company responded with: "Closed with monetary relief". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Money transfer, virtual currency, or money service) and describe your issue in detail.
Can I see other complaints against Coinbase, INC.?
Yes, visit the Coinbase, INC. company profile at readthecomplaint.com/company/coinbase-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.