Date Received: 2021-11-01
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Transferred Etherium ( worth {$8000.00} ) ( cryptocurrency ) from one online exchange to coinbase on XX/XX/XXXX. Coinbase 's policy is to wait for 35 network confirmations for this transaction to complete. My transaction completed, and has been ready for 5 days, but coinbase has my funds as " pending '' and I can not access them to withdraw my savings. I have contacted " support '' dozens of times and only get canned automated responses and never can speak to a human. I don't think they have people actually working support. The emails are just the same text that are on the help section of their website. I can not speak to anyone over the phone because they don't have phone support for issues like mine.
Company Response:
State: FL
Zip: 32937
Submitted Via: Web
Date Sent: 2021-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-01
Issue: Fraud or scam
Subissue:
Consumer Complaint: I contacted company when I discovered that my account had been hacked, I had no results with the phone service, it is a joke. They have nothing but emails, and despite I had submitted the claim, and concern they denied, it said it was null and void ... ... ..??? never even looked at it. How did the XXXX get my money, when I have a phone and the XXXX sevice has to go to my phone ... .. and i was never noticed of any notification. I am a victim of Identity Theft ... ... and Coinbase should have a gate for sending funds, and an algorithm showing fraudulent activity. I have Never used the send and receive features, and when doing so it was around a {$12000.00} ... ... ... they should have denied that much money being sent do to lack of evidence showing that I only have limited experience using that feature..
Company Response:
State: NC
Zip: 27215
Submitted Via: Web
Date Sent: 2021-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-31
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: Coinbase Support XXXX - Error on APP. I opened a case with Coinbase and did not get any helpful response or help with my issues. I wanted to buy only {$150.00} on Coinbase for a coin. I log into app and make purchase. When I hit buy/purchase, the app showed a network connection error screen with widgets. I thought the transaction was not completed as I did not get a confirmation on the app or see any coin in my wallet. I tried to buy again same error. So, I tried 6 times total and error every time. Later I checked my email and see I bought the coin 6 times for {$150.00}. I reached out to Coinbase and tried to get the transaction reversed. They said they could not do that. Coinbase also told me I could sell the coins and try to recovery my money. I was charged {$2.00} fee per transaction to buy. Now they want to charge me $ XXXX fee to sell. In addition I had was also hit with overdraw fees on m y checking account and had to move money to cover. The money from Coinbase takes 3 days to return to my bank account unless I pay a higher fee to move the money back. Coinbase was very unresponsive and kept offer ing generic canned responses.
Company Response:
State: NJ
Zip: 07901
Submitted Via: Web
Date Sent: 2021-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-31
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Crypto exchange Coinbase has my account under a review since XX/XX/XXXX and that means that all the crypto that I hadn't yet removed from my Coinbase account is frozen now. I haven't been able to reach a single human being and get an answer, even after contacting the support email for more than 10 times as well as failing complaint with the company. On top of freezing my crypto with no warning ( as promised in their terms of use ) the company is ignoring my demand to release my customer data. They also state that account reviews take a couple of days when I have been waiting for 88 days. I suspect that they are locking people out randomly to boost the money pool on the platform and that would be illegal as I never gave my consent for them to borrow my money. There is an ocean of complaints from other users across the internet who were also locked out of their accounts with no reason or notice. Please look in to this, Coinbase is dong something very, very sketchy. Sincerey, Never trust Coinbase with your money! I hope CPFB can hep me..
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-30
Issue: Other transaction problem
Subissue:
Consumer Complaint: Coinbase.com shut my account down after doing business with them for many years. Costing me a bundle and a major hassle. I only know about purchasing, not really in transfering so they forced me to transfer and much of it ended up lost as well. Their " customer service '' is ignorant and plays clueless.
Company Response:
State: TX
Zip: 75078
Submitted Via: Web
Date Sent: 2021-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-30
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX I placed a limit order for a virtual currency ( XXXX XXXX ) in the amount of approximately XXXX . I later cancelled this order, the order still shows as being open and I don't have access to my funds or the currency. If I try to cancel it it says order not found. I have reached out to the company ( coinbase ) multiple times and have multiple tickets. Each time they reply saying the problem is solved in a generic email but it is not. For 3 days now I have lost access to my XXXX $ with no contact from their company
Company Response:
State: NC
Zip: 28277
Submitted Via: Web
Date Sent: 2021-10-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-30
Issue: Fraud or scam
Subissue:
Consumer Complaint: I signed up with the cryptocurrency exchange, Coinbase Inc, on XX/XX/21, I funded my account on XX/XX/21 and just 1 day later my account was hacked and drained of over {$230000.00} in funds and assets. I have evidence that shows Coinbase leaked, or gave employees access to my personal information that consisted of : my phone number, my email and my account status at Coinbase - this main factor absolutely proves this was not a random phishing attack, the hacker knew I was an account holder at Coinbase, and only Coinbase and I were privy to that information. This leak of my personal information and account status at Coinbase jeopardized the security of my account and allowed for what blatantly appears an inside, orchestrated, fake support hack via Coinbases servers and employees to take place depleting me of all my funds and assets. This is also a case of identity theft as they were posing as me, the account holder, when accessing my Coinbase account. It was mind-blowing to be online chatting with Coinbase support through a chat window on their website ( it is verified in my Coinbase Activity Report, this was not a spoofed website, I was chatting with someone posing as support via Coinbases servers ) and watching as my money was being drained from my account right before my eyes. I was unable to stop it or withdraw the money myself because the the support person put a lock on my account that would keep me from performing any withdrawals or transfers myself. I have used other cryptocurrency exchanges and nothing like this has ever occurred before. I follow all security protocols and never have any of my accounts been compromised let alone completely drained. Coinbase makes it very difficult to find a legitimate customer support number to call in an emergency and no real lock down method should you find your account in critical jeopardy. When they finally do lock the account they also lock the customer out and dont allow them to withdraw or transfer money for days, sometimes months, while they investigate the situation. They basically hijack their customers funds and prevent them from relinquishing what they might have left in their account. Coinbase has taken no responsibility whatsoever for this situation and solely blames me saying it was my fault and that I was the victim of a " fake support hack '' - but the real fact of the matter, and one they keep attempting to side-step is they allowed for my sensitive information to fall in the hands of these hackers, and there is no way it was a random attack- they knew I was an account holder and the only way that wold be possible is if they worked for the company or that info was leaked to them by Coinbase. Also to be noted is the " fake '' support people I chatted with were communicating with me via Coinbase 's servers, which you can see plainly on my Coinbase Activity Report. I am convinced this was all an inside job based on : the verification email I received from an unknown IP address that was sent via Coinbase 's email servers, my Coinbase Data Reports, Coinbase Activity Report and the Coinbase chat transcript from the fake support I received that morning I was hacked. I will provide all of this documentation attached to this complaint. This data breach on Coinbase 's behalf needs to be thoroughly investigated. The company needs to be shut down until they can be trusted again. You will find thousands of other cases just like mine occurring daily - I will be including a few from social media sources such as XXXX and XXXX and I have included just a few examples in my Coinbase Evidence Report, you can find thousands more online.
Company Response:
State: FL
Zip: 339XX
Submitted Via: Web
Date Sent: 2021-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-30
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: XXXX as well as Coinbase have altered the XXXX XXXX XXXX XXXX as of XX/XX/2021. Current supply shows between XXXX XXXX while before this glitch occurred during a huge increase in price the circulating supply was stated as XXXX XXXX. Those of us who invested at the XXXX XXXX circulating supply point either over paid for coin or the error needs corrected along with loss of value due to an error that has been now going on for 3 days. This is clear market manipulation and also needs investigated by the SEC as well. This is beyond believable that a company owned by hedge funds are actually allowed to rob people of a growing free market with manipulation like this. So to fix this issue either the supply value needs corrected or those of us who entered into a transaction with these companies need what we are owed due to false information. If this happened on the stock market this company would have fixed this instantly and these two exchanges need fined.
Company Response:
State: MO
Zip: 63640
Submitted Via: Web
Date Sent: 2021-10-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-30
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: Hello. On XX/XX/2021, I withdrew an amount of BAT ( Basic Attention Token ) from my XXXX account ( XXXX XXXX XXXX ) to my Coinbase account ( https : //www.coinbase.com ). At the time of the withdrawal 's completion ( XXXX XXXX ), this amount was equal to about {$100.00}. It was my intention to immediately withdraw this amount to my XXXX XXXX account. XXXX does not have the functionality for withdrawing funds directly to one 's bank account, and so withdrawing to Coinbase first was a necessary step. These funds never arrived to my Coinbase account. Ultimately, the issue ended up having to do with the network I selected when initiating the withdrawal at XXXX ( I chose to complete the withdrawal using the XXXX XXXX, which Coinbase is apparently incompatible with ). My issue with the whole situation is that Coinbase does not specify this lack of compatibility when it comes to BAT coin. On Coinbase, when initiating a withdrawal/transfer to Coinbase, one must first specify the type of coin to be withdrawn. Once selected, Coinbase provides a unique withdrawal address that is specific to one 's account and the chosen coin. The instructions at this point is to then paste this address at XXXX. There is no mention that one must choose a specific network ; neither on the FAQ page for BAT coin ( XXXX XXXX XXXX ), nor on the page where one is given the unique BAT coin address. This is different when one chooses, for example, USDT ( Tether ) token. In this case, BOTH the FAQ for USDT ( XXXX XXXX XXXX ) AND the page where one receives the unique withdrawal address, specifically mention to solely use the XXXX XXXX : " Important : at this time, Coinbase only supports XXXX on the Ethereum blockchain ( XXXX ). Do not send XXXX on any other blockchain to Coinbase. '' This is why I see Coinbase as being negligent. They make out the withdrawal process for BAT coin to be a completely simply matter, but do not mention such a crucial requirement! If you search on XXXX for the following search terms : XXXX XXXX coinbase, you will encounter a ridiculous amount of cases where individuals are losing hundreds and even thousands of dollars because of this nonsense. When I brought up my issue to Coinbase, they responded several times with the following robotic message in slightly different variations : *** Thank you for reaching back out. It appears that the transaction or account hash you've provided XXXX is invalid. To ensure we locate the correct transaction, please provide the URL for the transaction as our system is unable to process screenshots. If you're unable to locate this information please reach out to the other exchange or the sender for the hash information. You can see more information on transaction hashes here : XXXX XXXX XXXX Thanks, Coinbase support ref : XXXX XXXX XXXX *** The hash they refer to is from the following link provided by XXXX which shows the withdrawal completed successfully : https : XXXX After several days of back and forth, they finally responded with the following message : *** Thanks for contacting us. It's really saddening that you haven't received your BAT funds, we would really like to help but there is nothing we can do. It appears this transaction was performed using a network that Coinbase currently does not support. Since we dont support this network, the funds did not arrive in your Coinbase account and we do not have the ability to recover these funds. For details on all our assets and which networks Coinbase supports, please refer to our Asset Directory : XXXX XXXX XXXX We recommend performing a small test send before sending any large amounts to avoid loss of funds. 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, Coinbase Support ref : XXXX : ref *** The link they provide simply leads to the FAQ pages for each asset they support ; which I mentioned above that BAT is one of them, and which does NOT specify one must use a particular network. Thank you reading for this.
Company Response:
State: FL
Zip: 34758
Submitted Via: Web
Date Sent: 2021-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-29
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2021 someone accessed my Coinbase Wallet Transferred all my XXXX holding to XXXX then transferred my XXXX to this external XXXX account that is not mine : XXXX They stole $ XXXX from my Coinbase Wallet. I immediately locked my account when I discovered this occurred. I have tried to request help from Coinbase by already creating two service tickets and have not heard back from them. I called Coinbase and their support could not help me and told me I need to wait from an email from them and they will only communicate via email. This is unacceptable from a company Coinbases size.
Company Response:
State: TX
Zip: 780XX
Submitted Via: Web
Date Sent: 2021-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A