Quote from: bxmail on August 29, 2019, 04:21:44 AM

Skycity Aug 27, 2019 22:50 EDT

This morning I found my BTC balance 0. But it must be 0.035 BTC on it (about 350 USD).
What happened? I did not send anything or even accessed my BTC wallet.
Please HELP.

Greg (Blockchain)

Aug 28, 10:13 EDT

Hello,

I'm very sorry to hear about this. You may have some type of malware on your computer that resulted in your funds being stolen because your private information was somehow obtained. One of the most common types of these are browser extensions posing as bitcoin price tickers that are actually stealing your account information. There's also the possibility that you visited a phishing site posing as Blockchain. We've also heard of computer viruses that detect when an address is in your clipboard, and replace the one you wanted to use with an address controlled by this malicious party.

By design, Blockchain never has access to users' accounts or funds. If you keep your password and private key backups secure, then your funds are always safe with us. Since this information has been compromised, be sure to never use this wallet or any addresses contained within it. I'd also highly advise against using the same password again. I'm truly sorry that you had funds stolen from you. That certainly is an extremely frustrating experience.

If you?d like to learn more about how our wallet works, please visit: https://www.blockchain.com/learning-portal/wallet-faq.

Skycity

Aug 28, 23:54 EDT

Hello,
None of what you mentioned really occured, it was probably a breach in your security system. And, yes, again as you mentioned, that certainly was an extremely frustrating experience. But what is more frustrating is that you hold no responsibility. I was totally sure that my funds would be safe with you, blockchain.com wallet was chosen, because I trusted you.
But this is the point where trust ends.
That was not my fault. My computer is always double-checked and secure, and I never visit phishing sites or extensions. Such response from you, no help or compensation offered from your side, makes it even more frustrating.
I will never use again and will discourage other people to use your service.
I am also going to make this situation and our conversation public.
skycity@usa.com

Sent: Wednesday, August 28, 2019 at 5:13 PM

Once the private key is in your hands you're responsible for the funds. Truly speaking someone might have known about your private keys and passwords. Myself too have experienced loss of funds from my blockchain wallet which happened due to my negligence of keeping private keys securely.