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"The problem with SIM swapping and cryptocurrency is the moment you lose access to your cell phone, professional hackers will steal all of your money in less than 30 minutes," said David Silver, an attorney who focuses on cryptocurrency. "As a result, Coinbase is unable to reimburse you for your alleged losses."Įventually, the company sent a $200 credit, telling Ben, "your Coinbase experience and your wait for a response to your formal complaint was not up to our standards."Įxperts say SIM swapping, where fraudsters seize control of a victim's phone number and SIM card through their phone company, is to blame for many of the cryptocurrency thefts. "There is no credible or supportable evidence that the compromise of your login credentials was the fault of Coinbase," the message said. The email noted that transactions on the blockchain are irrevocable and said Coinbase's insurance policy does not cover theft from individual accounts. The CFPB responded to one of Ben's ensuing complaints with an answer from Coinbase's Regulatory Response Team.
"It just seems to me that Coinbase did absolutely zero research and just said, 'Hey, yeah, sorry.'" In a response to his frantic email, Coinbase told Ben his computer had been hacked and there wasn't anything the company could do. He logged onto his Coinbase app in March, verifying his identity with two-factor authentication, but over a four-minute stretch almost $35,000 in various coins disappeared from his account, he said. Like the Vidovics, Ben, a Virginia resident who asked that his last name be withheld, said he saw thousands of dollars vanish.
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