My complaint:
Unauthorized transfers out of my Coinbase account, and unauthorized purported Coinbase withdrawals from my Frost Bank account. I keep getting referred to help@coinbase.com, then get e-mails saying need to contact help again. I have made no progress in attempts to regain access to my Coinbase account; there is no REAL help from them.
From e-mail previously sent to Coinbase:
As best I can recall, I last logged on 3 to 4 weeks age, to check on my account balance. I took no action involving my account.
On 2222022, $115.00 was electronically withdrawn from my account with Frost Bank for transmittal to Coinbase. On 2232022, an additional $900.00 was similarly withdrawn from the same account, again for transmittal to Coinbase. I neither initiated nor authorized either transfer.
The only way I access my Coinbase account is on my PC; I sometime access my Frost Bank account on my cell phone, but only to make deposits. On the day of both unauthorized transactions, my PC was in my home and my cell phone was either in my home or on my person.
I first called Frost Bank at 800-513-7678, and initiated a fraud complaint with a representative named Olympia, I believe. I then called Coinbase at 888-908-7930, but did not reach any human being. Instead, I was directed to fill out a form on-line to set out my complaint about the fraudulent transfers.
I have not suffered any noticeable interruption in my phone service, and I do not believe I was a victim of a phone portsim swap.
I received about 46 unsolicited e-mails on Sunday, 2202022 saying I had transferred out amounts of bitcoin, all purportedly coming in at 12:41 and 12:42 PM. I was unable to log in to determine what those unauthorized transfers were about.
I am not aware of any recent installation of remote desktop software on my desktop.
I am not aware of any recent installation of any software or browser extension. I just ran a Norton Smart Scan, and no threats were found.
I have no idea how my credentials were compromised, if that is in fact what happened. I do know I did not initiate or authorize either one of the bank transactions reported above, and did initiate or authorize ant transfers out of my Coinbase account.
I do not have any additional information to provide to help you understand the fraudulent attacks on my accounts. I do expect all such fraudulent transfers to be reversed as soon as possible.
ROBERT RUSSO
210-288-1338
rhinorojo@hotmail.com
It has been Kafka-esque trying to get help with this issue from Coinbase. And I am not confident that I will find a way to communicate with Coinbase about my complaint with them
Suggested solution:
Restore my access to my account. Stop further unauthorized withdrawals from my account, if there is anything left in it. If account has been drained, then restore what was taken. Confirm with Frost Bank that the purported Coinbase withdrawals from my Frost Bank account were not made by them and were not initiated or authorized by me.
