Money transfer, virtual currency, or money service -- Fraud or scam -- Complaint #4684304
Complaint Overview
Complaint ID: 4684304
Company: Coinbase, INC.
Product: Money transfer, virtual currency, or money service
Sub-Product: Mobile or digital wallet
Issue: Fraud or scam
State: California
ZIP Code: 91387
Date Received: 2021-09-01T12:00:00-05:00
Date Sent to Company: 2021-09-01T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/XXXX at approximately XXXX XXXX my phone stopped working. I contacted XXXX XXXX XXXX which took several hours and they told me that my phone number was ported to XXXX. I asked who authorized the port and they said I did. I asked what is needed to port the phone number. They said on business accounts you need. Business name - Public information Business Address _ Public Information Tax ID # - Public information Cellular account # They would not allow the reversal because the number was no longer associated with XXXX XXXX XXXX. I had to go through a Fraud process and XXXX XXXX XXXX had to request it back from XXXX. I also called XXXX and pleaded with them that my number was illegally ported and if they could at least suspend the number. No one would help. Meanwhile the hacker at XXXX XXXX initiated a password reset of my email account and a password reset of and a transaction at Coinbase. According to coinbase rules and regulations, when there is a password reset, and a transaction is initiated from a new device, there is a mandatory 24 hour hold on the transaction to avoid any type of fraudulent activity. I contacted coinbase within 90 minutes of the hack. The hacker also set up a XXXX on my email account so I was locked out. My computer at work was fortunately still logged in but I had to wait until the next morning to check it. Meanwhile I made a support ticket at coinbase and notified them that my phone and email had been hacked and to freeze my account. I did this at around XXXX XX/XX/XXXX. Coinbase responded at XXXX XXXX on XX/XX/XXXX confirming my request. Coinbase sent me an email at XXXX am XX/XX/XXXX - stating they were working with a specialist to address the issue. The next morning I checked my email at work. My computer was still logged inland I was able to check the activity that the hacker did, but was unable to take control back because of the XXXX. I found some information on the hacker. Email : XXXX Platform : XXXX Browser ; XXXX IP Address : XXXX I sent this info to coinbase at XXXX XXXX XX/XX/XXXX They responded at XXXX XXXX XX/XX/XXXX With the same generic email, stating that a specialist was working on it. Since then they have been non responsive. I have a police report, I contacted the FBI, and now in need of your help. To date there is over {$600000.00} in cryptocurrency that is missing.
Frequently Asked Questions
What is Complaint #4684304 about?
Complaint #4684304 was filed against Coinbase, INC. regarding Money transfer, virtual currency, or money service specifically about Fraud or scam. It was received by the CFPB on 2021-09-01T12:00:00-05:00.
How did Coinbase, INC. respond to this complaint?
The company responded with: "Closed with explanation". 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.