My complaint:
Ii was notified by coinbase that my password had changed and I immediately tried to call but my phone had been sim switched Thanks T-mobile another complaint.
I logged onto my computer and froze my account and contacted thier customer service using the phone tree which is less than efficient. After 5 calls and 5 different Coinbase representative’s it was determined to to open another account which I did. I locked the account as stated in their protocols and followed their instructions to the letter. see attached a conversation email with their customer support.
Hello,
The email address you reference m.l@ok.com you sent me is the Hackers email. my original account was attached to the email c@yahoo.com Your personnel advised me to setup a new account which I did while they were on the phone which is t@hotmail.com. unfortunately your personal transferred my account to a regular Coinbase account instead of a Coinbase pro account.
I am curious that these individuals were able to change a email address while my account was locked and when I called from my phone attached to my original account I had trouble getting through. That when my phone was hacked and I tried to use another phone Coinbase phone tree kicked me out because they stated it was not the phone attached to the account.
If I didn’t know better I would think Coinbase was complicit in assisting the hackers to steal my account. Is there a fraud division or a supervisor I can call? Since in the past Coinbase doesn’t immediately send funds out or transfer them and I immediately locked down my account how were they successful in stealing my funds? Where were these funds sent a wire ? a bank account? another coinbase account?
I am trying to be patient but I have had to cancel credit cards, open a new bank account? go through and change all my passwords, Freeze my credit and many other things associated with identity theft. While I know it is not Coinbases fault my identity was stolen it seems you have done little to protect my account and assisted the hackers in stealing my funds.
If there is an account associated with the Hackers email you sent I request you lock it down until your fraud division can determine that the information I am providing is correct and those funds belong to me. I would also like to have a phone number where I can speak to a Coinbase representative and not use your inefficient phone tree.
Sincerely,
T. L
On Thursday, October 14, 2021, 07:24:31 PM PDT, Coinbase Support wrote:
Hello T,
Thanks for your patience while we looked for your email. It appears you have another account under the email: m.l@ok.com. For your security, we’re not able to provide the entire email.
According to our records, the email that you’re using to contact us does not match the one we have on file for this particular account. It’s possible that you’ve created an account using a different email address in the past.
Please check the e-mail address you used to sign-up and log into the correct account. Check any purchase ation emails you have received from Coinbase and verify the email address to which they were sent. If this address is different from the one you used to contact us, please try using it to log in and check whether the funds are in that account.
If you discover you have opened more than one account, please close any extra accounts to avoid any further confusion in the future.
If you are certain you have never used another email address with Coinbase, please respond to this email as soon as possible and we’ll be happy to look into this issue further for you.
We appreciate your patience and understanding.
Thanks in advance,
Coinbase Support
Suggested solution:
Coinbase should have froze any funds transferred followed the advisement I suggested froze the hackers email
return my original funds in a wire transfer to me
