This is issue is still ongoing AND not resolved.
+37 Support tickets opened and closed. Most ignored.
I need the funds returned to my account. This all happened in April when AT LEAST 6,000 other users had their accounts wiped… emailed Coinbase in April 2021... and May, June, July, etc PLUS opened additional support tickets on a regular basis due to them being ignored and closed without ANY response. Did not receive any non-automated reply until NOVEMBER 2021. Was locked out of my account and couldn’t get back in until the END of November. Everything is gone AND I owe several thousand dollars?
All my investments are missing. I’ve sent all required info in November AFTER BEING IGNORED FOR MONTHS and we still keep going around in circles. Always kept accounts secure, used 2FA (non-SMS), and monitored my crypto on a daily basis… tracking all trades, P&L, and etc. I built that account up with thousands of hours of trading and studying… and it’s no longer there. Just randomly… account was locked... and SEVERAL months later, with no response from support, all my money was gone.
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Total owed on my account:
- Balance that has vanished - $60,919!
- Duplicate deposits on my bank account that cleared but did not reflect on crypto balance- $28,469!
- “Free” (AS ADVERTISED IN APP) conversions that incurred fees listed in transaction history download - $11,918.69!
TOTAL: $101,306.69– which at current rates, would be near DOUBLE!
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I've even requested SEVERAL TIMES for an address to send legal documents from my attorneys with NO RESPONSE when requested— this has taken over a year of my life away and induced extreme anxiety not knowing where a large portion of my life savings went when I was confident that it was safe utilizing 2FA and having CB "support team." During the 8 months I ended up having significant damage to my life, health, and well being not knowing where my life savings was and if I’d ever see it again. My attorney and I looked through all the info and compiled it in a spreadsheet which I sent over SEVERAL TIMES. IGNORED.
It’s MAY 2022 and I haven’t had any access to the money I’ve had in my accounts since April 2021.
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Let’s start first with the $11,918.69 in fees charged for free conversions (as advertised in app). When I downloaded the transaction history, it listed fees charged for the “free trade/swaps” within the CB application. Can this be refunded? I sent over the transaction and trade history and highlighted these transactions. IGNORED.
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Next, there are the duplicate bank deposits. That was also attached and shown via my banking information history compared to the CB transaction history in the excel sheet WITH OFFICIAL BANKING DEPOSIT FORMS. Exactly $28,469. IGNORED.
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Why did all my Bitcoin and crypto get liquidated when my account was compromised? I had $60,919 in crypto, I emailed, let CB know to look into it and lock my account in April, requested that it be converted to USD, and followed up countless times asking about my balance… no response until November 2021— that’s +8 whole months. I sent over all the requested info.
I just need my money back, to no longer have to send email after email, and to stop going around in circles. Open tickets, respond to tickets, get ignored, tickets closed with no response, etc. Only received THREE responses in the past year.
Please see attached THREE, YES ONLY THREE, responses I received throughout this ENTIRE PROCESS after countless tickets, emails, and followups. Finally received MY FIRST response on 11/12/2021 since first contact on 04/29/2021.
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FIRST RESPONSE ON 11/12/2021- MONTHS AFTER INITIAL REQUEST ON 04/29/2021:
Hello {redacted},,
Thanks for your patience as we investigate this issue.
In order to better understand what happened, please answer the following questions at your earliest convenience:
* Was the device in your possession during the unauthorized activity?
* Had you been in touch with any customer service representative via phone or social media before or during the activity? If so, please provide us with the phone number or URL.
* Had you suffered any noticeable interruption in your phone service or been a victim of a phone port/sim swap?
* Had you received any unrequested email or SMS message from Coinbase that prompted you to click a link and enter your login credentials? If so, please send us a screenshot of that message so we can take a look.
* Did you use or had installed any remote desktop software around the time of the activity?
* Had you recently installed any software or browser’s extension? If so, could you run a malware scan on your device and let us know the results?
* Can you provide any further information about how your credentials could have been compromised?
Kind regards,
Coinbase Support
📷
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My response only a FEW HOURS AFTER their FIRST RESPONSE TO ME SINCE APRIL:
Thank you for the reply. Please see responses below:
* Was the device in your possession during the unauthorized activity?
A:Yes. Goes wherever I go.
* Had you been in touch with any customer service representative via phone or social media before or during the activity? If so, please provide us with the phone number or URL.
A:No, never.
* Had you suffered any noticeable interruption in your phone service or been a victim of a phone port/sim swap?
A:No, I do not believe so. I have AT&T.
* Had you received any unrequested email or SMS message from Coinbase that prompted you to click a link and enter your login credentials? If so, please send us a screenshot of that message so we can take a look.
A:I do receive scam looking emails that look like CB emails... I always check the actual senders address and delete if not directly from CB.
* Did you use or had installed any remote desktop software around the time of the activity? Remote desktop, as in virtual control?
A:No, not that I am aware of. The only things I connected to my Coinbase Account were Coinigy, 3Commas, and Coin Stats. NONE of those were given withdrawal/deposit permissions.
* Had you recently installed any software or browser’s extension? If so, could you run a malware scan on your device and let us know the results?
A:I will do this now. But no extensions used on secure browser.
* Can you provide any further information about how your credentials could have been compromised?
A:I am unsure.
I just know that I randomly got completely locked out, a bunch of bank deposit attempts were made (+$30k that I never initiated), and I contacted you in April/May and heard nothing back until now. Everything is completely gone.
Still, to this date, when I try to login in tells me the "Rate limits have been exceeded..." and it has still been several MONTHS since I have been able to login.
Additionally, I was charged $12k in "FREE CONVERSIONS" and have found almost $30k in duplicate bank deposits that never reflected in CB balance... I've attached the excel file with all bank deposits vs CB deposits, fees that were put on "free" transactions, and most of my/my attorney's analysis while looking into this. Hoping we can get this resolved. Thanks! Have a blessed day!
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11/15:
Hi {redacted},
Thanks for contacting us. It appears your account is restricted due to reversed transactions with your bank and an outstanding balance owed to Coinbase. We understand that your account may have been compromised and unauthorized activity occurred. Customers are responsible for the security of their devices and passwords, and for any activity that occurs when those devices or passwords are compromised. Please read our security page for more information: https://support.coinbase.com/customer/en/portal/articles/1447997
We recognize the difficult position this puts you in. However, we cannot reimburse or credit you for this outstanding balance owed to Coinbase because once digital currency is purchased or sent off the platform, we are unable to reverse these transactions.
Please note: For Coinbase to consider restoring the purchasing ability for your Coinbase account in the future, you will first need to first resolve the outstanding balance owed to Coinbase.
However, if you would like to file a formal complaint with Coinbase, please contact us by using this form: https://support.coinbase.com/customer/portal/emails/new?t=793660.
For more details, visit our help page here: https://support.coinbase.com/customer/en/portal/articles/2944385-how-to-send-a-complaint-uk-and-eu-only-?b_id=13521.
Regards,
Coinbase Support📷
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My response only a FEW HOURS AFTER their SECOND RESPONSE TO ME SINCE APRIL:
Yes, I understand that. I did not make those deposits. I was unable to access my account when those were made. The issue here is all of the funds that disappeared from my account, the unauthorized free trade fees in Coinbase, and the total disappearance of all funds in Coinbase Pro account.
- All if the crypto was removed from my account. Over 1.5 btc. Everything was liquidated and disappeared.
- $13k in “free” trade fees were charged from swaps I did authorize were deducted from my account.
- Multiple duplicate deposits totaling $28k.
This is all in the excel sheet attached to the previous email.
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11/26- CB Response:
Hello {redacted},
Our decision remains final, and we're unable to make the requested changes to your Coinbase account.
As a security measure, we can't elaborate on our internal decision process.
Thank you for your understanding.
Kind regards,
Coinbase Support
📷
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My response only a FEW MINUTES AFTER their THIRD RESPONSE TO ME SINCE APRIL:
Thank you for the response. This is absolutely disappointing and extremely poor customer service— especially after leaving customers waiting several months for a response.
I will be having my attorneys contact you with a class action suit and will also be making a report to the BBB about this ordeal. Which address is preferable to send any/all legal documents?
Please expect certified documents to be overnighted Tuesday or Wednesday as we have already prepared these in the event of non-cooperation.
I was hoping we could get this figured out without taking legal action, but I believe this will not be possible. Leaving customers without communication for 5 months on their investments will not hold up— only to liquidate and take their assets. Not only did I lose my money, I’ve experience mental and life damages in terms of the theft— providing for my family, incurred debts, counseling, and such.
Thanks
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Completely Ignored, Ticket Closed, Opened Another Ticket on 12/08/2021:
None of my questions were answered. Please see below, as I am in need of the address to send legal documents asap:
In regards to the original case: This is absolutely disappointing and extremely poor customer service— especially after leaving customers waiting SEVERAL months for a response.
I will be having my attorneys contact you with a suit and will also be making a report to the BBB about this ordeal. Which address is preferable to send any/all legal documents? My case is identical to case number 3:21-cv-08689 which is currently filed against Coinbase.
Please expect certified documents to be overnighted Tuesday or Wednesday as we have already prepared these in the event of non-cooperation.
I was hoping we could get this figured out without taking legal action, but I believe this will not be possible. Leaving customers without communication for months on their investments will not hold up— only to liquidate and take their assets. Not only did I lose my money, waste months of time I’ll never get back, I’ve also experience mental and life damages in terms of the theft and lack of cooperation on behalf of Coinbase— providing for my family, incurred debts, counseling, and such.
I apologize for the intensity of this message, but I was hoping Coinbase would have actual customer service. Unfortunately, Coinbase does not. Please see OWED BALANCES BELOW:
Total owed on my account:
- Balance that has vanished - $60,919
- Duplicate deposits on my bank account that cleared but did not reflect on crypto balance- $28,469
- “Free” conversions that incurred fees listed in transaction history - $11,918.69
TOTAL: $101,306.69– which at current rates, would be near DOUBLE!
1. Let’s start first with the $11,918.69 in fees charged for free conversions (as advertised in app). When I downloaded the transaction history, it listed fees charged for the “free trade/swaps” within the coinbase application. Can this be refunded? I sent over the transaction and trade history and highlighted these transactions.
2. Next, there are the duplicate bank deposits. That was also attached and shown via my banking information history compared to the coinbase transaction history in the excel sheet. Exactly $28,469. Can this also be refunded?
3. Why did all my Bitcoin and crypto get liquidated when my account was compromised? I had $60,919 in crypto, I emailed, let y’all know to look into it and lock my account in April, requested that it be converted to USD, and followed up several times asking about my balance… no response until November— that’s several whole months. Can this be investigated and refunded? I sent over all the requested info.
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Completely Ignored, Ticket Closed, Opened Another Ticket on 12/12/2021:
I’ve been building all of this out with my attorneys and I would appreciate fixing this issue without having to take this to court. This is eerily similar to current lawsuit case number 3:21-cv-08689.
If we cannot resolve this issue ASAP. Please provide an address to serve legal documents in the event of non-cooperation.
- My funds disappeared during the time of ~6,000 other accounts were hacked and had their funds removed. I had $84,881 in my account that has vanished. I was notified of this and never received any refund. See screen shot below (#1). All my trades were highly profitable and I built that balance from much time and effort invested. Can this be refunded?
- Was / have been locked out of my account since April.
- Contacted CoinBase in April— no legitimate response until November despite my consistent follow up.
- My account was not safeguarded when notified of potential breach and duplicate deposits/unauthorized conversion fees. No reasonable measures were taken and permitted my funds to be stolen and additional deposits to be made for months after notifying coinbase via email.
- Once the deposits cleared from my Bank of America Account and the last few attempted deposits failed, all my crypto was withdrawn from my Coinbase Pro account, converted to various tokens, and then sent off / liquidated due to owed balances I did not authorize. How did this happen if my account was supposed to be “locked down” as requested during initial investigation?
- $28,469 (30 deposits) in duplicate deposits that cleared from my bank account that never reflected in my Coinbase balance. See screen shot below #2. Can these unauthorized, identical, automatically duplicated funds be refunded?
- $11,918.69 in “free conversion” fees (advertised in APP as FREE) were deducted from my balance. See screen shot below #3. Can these unauthorized fees be refunded?
- After further investigation with legal team and hired financial auditors, the total loss we have calculated is a total of: $125,268.69 at past cryptocurrency pricing.
Please see earlier responses to your questions below before asked again via automated email:
* Was the device in your possession during the unauthorized activity?
A:Yes.
* Had you been in touch with any customer service representative via phone or social media before or during the activity? If so, please provide us with the phone number or URL.
A:No.
* Had you suffered any noticeable interruption in your phone service or been a victim of a phone port/sim swap?
A:No. I have AT&T.
* Had you received any unrequested email or SMS message from Coinbase that prompted you to click a link and enter your login credentials? If so, please send us a screenshot of that message so we can take a look.
A:I do receive scam looking emails that look like CB emails... I always check the actual senders address and delete if not directly from CB. I’ve opened them but never clicked any links.
* Did you use or had installed any remote desktop software around the time of the activity? Remote desktop, as in virtual control?
A:No.
* Had you recently installed any software or browser’s extension? If so, could you run a malware scan on your device and let us know the results?
A:No. I have a Mac and have software to monitor malware.
* Can you provide any further information about how your credentials could have been compromised?
A:I am completely unsure. I’ve always used 2FA.
All that I know is that I randomly got completely locked out, several bank deposits were made (Almost $30k that I never initiated), and I contacted coinbase support in April, and the following weeks and heard nothing back until last month-- besides an initial “we’re investigating this” email in April. Continued following up with no responses.
Sent in tickets and followups on a regular basis in November, December, January, February, etc. NOT A SINGLE RESPONSE--- requesting supervisors, audits, addresses for my attorneys to send legal letters to etc.
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Still Ignored, Tickets Closed, Opened MANY TICKETS since then. NOTHING. Ignored.
What in the world am I supposed to do? Just let them disappear with my $110k with no explanation besides:
Our decision remains final, and we're unable to make the requested changes to your Coinbase account.
As a security measure, we can't elaborate on our internal decision process. ?
I'm at a loss here. People need to see this. IF ANYONE HAS ALSO EXPERIENCED THIS, PLEASE LET ME KNOW.
If anyone has ANY ADVICE, please let me know!
