Complaint Review: CoinBase -

I open up a financial account with Coinbase sometime last year to buy and sell crytocurrency. I have invested $5000 in buying some coin. On 10/19/2021, I was trying to log into my account and was unable to acess the acount with my password. I try calling Coinbase on the phone and no respons; so I sent Coinbase support team to rest my password. I received a response saying "my email is not in the system and they need some verification",  I provided all the verification and they respond with the below message

Hi there,

We are sorry to hear you are having trouble accessing your Coinbase account.

To help get you access to your funds, it will be necessary to create a new Coinbase account using a different email address at https://www.coinbase.com/signup, and proceed with the following steps:

1). Add and verify a phone number

2). Complete the ID upload and live webcam photo (“selfie”) on your new account at https://www.coinbase.com/verifications/documents/new?face_match=true

Once completed, these steps will help verify your ownership of the previous account.

Let us know when you've finished these steps, and once we complete a review of the information, we can look to transfer the balance from the inaccessible account to your new one.

If you have any questions or encounter trouble in the meantime, please feel free to send us a message and we will be happy to look into it.

Regards,

Coinbase Support

I followed this new instructions and provid all the detais and they reply with the below message: 

Hi Thomas,

Thanks for contacting Coinbase Support. 

After our further investigation, it shows that your account has been taken over by the attacker and they were able to change the email address on your account. Our records indicate your account was accessed on the 19th of October 2021 from the IP 69.4.234.63, using a Windows  NT 10 device. This IP is authenticated with your password, your 2FA security codes and the device confirmed via hyperlink sent to your email. This means the attacker had access to your password, 2FA security codes and email to conduct this activity. Using these compromised credentials, they were able to initiate the following external send:

• 2021-10-19 3:35 AM PDT - 0.00159313 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:35 AM PDT - 0.00159313 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:35 AM PDT - 0.00159313 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:35 AM PDT - 0.00159275 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:35 AM PDT - 0.00159313 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:35 AM PDT - 0.00159313 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:35 AM PDT - 0.00159313 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:36 AM PDT - 0.00159313 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:36 AM PDT - 0.00159313 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:36 AM PDT - 0.00159313 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:36 AM PDT - 0.00159313 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:36 AM PDT - 0.00159418 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:36 AM PDT - 0.00159418 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:36 AM PDT - 0.00159418 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:36 AM PDT - 0.00159418 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:37 AM PDT - 0.00159418 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:37 AM PDT - 0.00159418 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:37 AM PDT - 0.00159418 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:37 AM PDT - 0.00159418 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:37 AM PDT - 0.00159418 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:37 AM PDT - 0.00159418 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:37 AM PDT - 0.00159418 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:37 AM PDT - 0.00159418 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:37 AM PDT - 0.00159418 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:37 AM PDT - 0.00159275 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:37 AM PDT - 0.00159450 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:38 AM PDT - 0.00159450 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:38 AM PDT - 0.00159450 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:38 AM PDT - 0.00159450 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:38 AM PDT - 0.00159450 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:38 AM PDT - 0.00159450 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:38 AM PDT - 0.00159450 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:38 AM PDT - 0.00159450 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl 
• 2021-10-19 3:38 AM PDT - 0.00159450 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:38 AM PDT - 0.00159450 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:38 AM PDT - 0.00159450 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:38 AM PDT - 0.00159424 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:38 AM PDT - 0.00159424 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:39 AM PDT - 0.00159424 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:39 AM PDT - 0.00159424 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:39 AM PDT - 0.00159424 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:39 AM PDT - 0.00159424 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:39 AM PDT - 0.00159424 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:39 AM PDT - 0.00159424 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:39 AM PDT - 0.00159424 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:39 AM PDT - 0.00159424 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:39 AM PDT - 0.00159424 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:39 AM PDT - 0.00159531 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:40 AM PDT - 0.00159531 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:40 AM PDT - 0.00159531 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:40 AM PDT - 0.00159531 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:40 AM PDT - 0.00159531 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:40 AM PDT - 0.00159531 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:40 AM PDT - 0.00159531 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:40 AM PDT - 0.00159531 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-19 3:40 AM PDT - 0.00158569 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-20 7:52 AM PDT - 0.00148204 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-20 7:52 AM PDT - 0.00148204 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-20 7:52 AM PDT - 0.00148204 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-20 7:53 AM PDT - 0.00148204 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-20 7:53 AM PDT - 0.00148204 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-20 7:53 AM PDT - 0.00148204 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-20 7:53 AM PDT - 0.00148268 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-20 7:53 AM PDT - 0.00148268 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-20 7:53 AM PDT - 0.00148204 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl
• 2021-10-20 7:53 AM PDT - 0.00130009 BTC - bc1qs4d35tcq4c3zaksqekaf4ey9grqcj0pvumk4gl

And as a result of the attack your account doesn't have a balance on it as the attacker was able to send out all of your funds. Unfortunately, as you may already be aware, all cryptocurrency transactions are irreversible once they've been confirmed on their respective blockchain and the funds are not able to be recovered by Coinbase. Kindly report it to your local enforcement agencies in your jurisdiction and we will cooperate with the investigation.

You can also file a report here: https://www.ic3.gov/complaint/default.aspx/

Since you mentioned that you already created a new account. Please use that account moving forward and make sure that everything is secured. 

We appreciate your patience and understanding with this matter. Please feel free to reply back to this email if you have any further questions about this issue.

Regards,

After the above message was sent, they stop responding to my questions and nothing was done with all the money I invested. I lost all my money and they just went silent with the issue.