Date Received: 2021-10-27
Issue: Other transaction problem
Subissue:
Consumer Complaint: Today XX/XX/2021 I attempted to transfer funds from Coinbase to my credit union account / debit card. I received an error message stating " We're having connection issues. Please try later. '' I tried later, repeatedly, and got the same answer. I have {$7000.00} in Coinbase, and I need it today. My email with them is XXXX.
Company Response:
State: WA
Zip: 98271
Submitted Via: Web
Date Sent: 2021-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-27
Issue: Other transaction problem
Subissue:
Consumer Complaint: I have placed the buy transaction ( $ XXXX ) on Coinbase pro which I have canceled after sometime but did not canceled for quite sometime. I have tried multiple times to cancel but got error " no order exists ''. It got executed after 15 mins of cancellation in mean time I have sent a message to company that not able to cancel my order please help but did not get any help. After buy executed, I have tried to sell all but I don't see all quantity in my account. It is very weird that price going up and down, my balance is also going up and down but can not sell it. While trying to sell Crypto currency it is showing no balance in my account. I would like to compliant about Coinbase Pro as that is my money and not able to sell it.
Company Response:
State: CA
Zip: 94539
Submitted Via: Web
Date Sent: 2021-10-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-27
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I moved from US to XXXX and I was no longer able to access my Coinbase account due to the inability to receive the sms for the extra layer of authentication. I contacted Coinbase on late XX/XX/2020 and they advised me to create a new account using my Romanian credentials in order to regain access to the original account. All said and done, followed their instructions and instead of a resolution, I got no replies for over 2 months. I tried reaching out to them on XXXX and I probably touched a nerve as they restarted the correspondence and eventually gave me the long needed access to my Coinbase account but to my surprise, the account was just a mirage, as I could only log in and view my assets, without being able to access or modify anything, including sending, exchanging or withdrawing my assets, while a top banner was instructing me to wait for a couple of days for the identity verification to conclude. This was over 7 months ago, the same banner still pops up whenever I log in and my account is still just a shadow. I have opened countless support tickets asking them for an explanation and an update regarding my status but they ghosted me ever since. All I ever got were a few automated replies notifying me that Coinbase has resolved and closed my case which is completely untrue and unfounded as they resolved nothing. Seeing tens of thousands other complaints on reddit and other social platforms brought me to the point of considering I was being scammed or something related and had no other choice but to start a legal process in the attempt to regain access to my portfolio now valued at around {$50000.00}. In conclusion, Coinbase is unlawfully holding my assets, causing me financial grief and emotional distress. Please assist me in this process of bringing Coinbase to the legal accountability, according to the trading laws. I have email proof of the correspondence between me and Coinbase and happy to provide if the need occurs.
Company Response:
State: DE
Zip: 199XX
Submitted Via: Web
Date Sent: 2021-10-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-26
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Coinbase has blocked me from accessing my crypto in XXXX when I transferred it to my wallet. The money is there and I did all the steps correct such as using ETC network. They have restricted access to my own fund without warning or any notice. I am verified and did verification again. Resettled my passwords for extra security and still no response. A support ticked with case ID XXXX, I created was closed without any action or change or information.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-26
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I made purchases with the company Coinbase during the months XXXX of 2020 and also XXXX of 2020 and for some reason on the day of XX/XX/2020 I go check my portfolio and my purchases that I just mentioned were gone my portfolio said {$0.00} and I did absolutely nothing to my account nor have I given anyone access to my account to warrant such results and I also had emails that Ive had with Coinbase about the situation and to no prevail they insisted on explaining to me that I may have used a different email in which I have only used one ever since the dates I just mentioned at the beginning of this statement.
Company Response:
State: NY
Zip: 11213
Submitted Via: Web
Date Sent: 2021-10-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-26
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Using the Coinbase commerce app, I purchased and attempted to transfer XXXX bitcoin to a wallet. The coin was subtracted from my wallet, but the transaction did not go through. When I attempt to view data on the transaction, there is an error code for a connection issue. This problem occurred on XXXX, and I have reached out to Coinbase customer service, to no avail.
Company Response:
State: SC
Zip: 29485
Submitted Via: Web
Date Sent: 2021-10-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-26
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX, I was a victing of a Hacker. The Hacker was able to access to my cellphone and attempted to transfer money from my bank account to an a Coinbase account. - First transfer was of XXXX $ - Second transfer was of XXXX $ Both transfers were made XX/XX/XXXX between XXXX XXXX. When I was alerted of the danger the morning of on XX/XX/XXXX, I declined the two transfers with my bank and after that I tried to contact Coinbase to alerted them that my Coinbase account has been hacked, I explained to them throught emails that someone from Coinbase made two unathorized transactions to my checking account and I lost the access to my Coinbase account. My first email to Coinbase was XX/XX/XXXX at XXXX I only have received from Coinbase automatic emails as response. On my Coinbase account last time I had access I had a balance of aproximatly XXXX $ I've been sending more than 20-30 emails to Coinbase support during all this months. After 4 months, on XXXX they helped me to recover my account and I was able to gain access. My assets of XXXX $ disappear and now they say that I owe to Coinbase a debt of XXXX $ for reversal transactions with my bank. They say that they understand my situation but that I'm responsible for the security of my devices and they are closing the case. I'm not only losing my assets of aproximatly XXXX $ they are asking me for Coinbase 's losses due to a criminal action.
Company Response:
State: MI
Zip: 483XX
Submitted Via: Web
Date Sent: 2021-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-25
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: For some reason, I was unable to log in with my password and tried to reset the password, but when I try to continue with the 2-step verification, another phone number appears that does not belong to me. It seems that my password and other information have been changed, also I tried to contact them in customer service where they told me that my account had no money and to proceed to delete it and create another, not being able to recover the amount of {$1200.00} this was on Saturday XXXX around from XXXX XXXX thank you.
Company Response:
State: SC
Zip: 29926
Submitted Via: Web
Date Sent: 2021-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-25
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/2021, my Coinbase account was hacked using my phone number 's XXXX. My first indication was that my phone no longer had service. I contacted my carrier and they stated that someone had called to have my number switched to a XXXX phone. Once I got on my computer, I saw tons of emails from Coinbase that my account balance was being converted to Bitcoin and transferring out to numerous wallets. There was also an attempt to transfer {$1000.00} USD from my bank account. On the automated emails from Coinbase, there was an option to " freeze account '' if I did not authorize these transactions. I clicked the " freeze account '' button and also immediately emailed their customer support regarding the issue. Then I called my bank to advise about the fraudulent money transfer and to freeze my accounts/ credit cards. My bank and phone carrier instantly took care of the issue while Coinbase sent me through loops while providing no customer support. Coinbase claimed to have my account frozen while asking me for photos of my identification cards, photos of myself etc. to verify my identity. My bank immediately froze all my accounts and my phone provider recovered my number within 48 hours. After more than a week, Coinbase was still providing me zero help. When I was finally able to gain access to my Coinbase account, I saw that all of my cryptocurrency had been drained ( approx. {$300.00} ). After over a week dealing with Coinbase and their lack of support, I realized that they had not frozen my account after I quickly clicked on the link on the unauthorized transfers email and sent notice to their customer support email. Not a single phone call was answered from their support line and it only stated a message that I should submit a ticket, which I had and was getting no help. They were quick to send a separate email ( aside from the customer support ticket email ) that I owed {$1000.00} since the hacker tried to transfer funds from my bank. These were the funds that my bank quickly flagged as fraudulent and notified me. Within days I received an automated message that my account is in " recovery mode '' for the {$1000.00} they claim I now owe their company. It is stated that this will take place by draining any cryptocurrency I am associated with. I emailed them from the beginning that I wanted Coinbase to close my account. There was not much money so I was willing to take the loss so that my other identification information could no longer be leaked/ accessed. They still refuse to close my account and say I owe money. After looking online for guidance, I realized that this seems to be an all too familiar scheme involving Coinbase. Whether it is internal or not, it is evident they are doing nothing to prevent the breach of security. There is no hold on funds even after clicking on their automated emails that the transaction is unauthorized. They do not freeze the account like the other financial institutions did instantly for me. There was not much in my account to begin with, so I am not upset about losing {$300.00} from my Coinbase account. What is upsetting is their complete disregard with security since they are handling currency and using this as an attempt to take additional funds. I am reporting this incident with Coinbase because of their lack of help for customers and because it does not seem to be a coincidence that so many other users have an identical story. It starts with a number porting scheme, we send the request and they take no action to freeze the account. Coinbase continues allowing crypto transfers THEN says the customer owes {$1000.00} to gain access back to their Coinbase account.
Company Response:
State: IL
Zip: 60046
Submitted Via: Web
Date Sent: 2021-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-25
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/2021 I was locked from access to my money during a high-volume trading session. I have the event recorded and screenshots. The Coinbase website locked my money and would not let me make any transactions. However! Other customers were able to secure a favorable position. This shows me it was not a global problem and my account was singled out. I lost XXXX XXXX SHIB one transaction and XXXX XXXX SHIB on another ( both recorded ). I contacted customer service and they did not help. Refund the transaction or money lost. Link to the video/screenshot evidence so everyone can see. https : XXXX? usp=sharing -- Fri, XX/XX/XXXX, XXXX XXXX to Coinbase Okay. I mean that sucks because it wasn't a global outage. It was a targeted outage. You can clearly see from my photos/videos. I was locked out while others were able to still remain active. Please don't turn into XXXX and start selecting certain people to lockout during profitable times ( I left that platform after they did that to me the first time ). I'll keep recording the interactions to keep you guys honest because I want you all to succeed. If it's a normal ( GLOBAL ) outage that can't be avoided. But if it's a targeted outage, that suggests behavior that should be watched and reported. You should at least return the fee for that transaction as it didn't execute as a part of your policy. I understand for technical reasons or glitches it may the order may not fire. However, you are stealing from your customers every time they PAY for an order and it's not executed to expectation. It's like if you order a hamburger and got it 5 years later. You didn't receive it as advertised, it wasn't in the condition you ordered it, it didn't match the picture that was advertised. I would have NOT given up my shib position if I knew I was going to be locked out. But there was no warning, there was no additional option, no slippage notification. Nothing. I was just trapped for 30 minutes while I lost my position. You as customer support send this to your manager and ask this. If this happened to you, is the corporate response that was provided in the last email fair and good policy? If this ever happened to you. What solutions would you like to be implemented? Please, don't be a tool of the greed of today. Remember that we are all people and we want to be treated fairly. I'm not asking for a handout. I'm just asking to receive that service that I paid for. Remember this message next time you are wronged in a service setting. On Fri, XX/XX/2021 at XXXX XXXX Coinbase Support XXXX wrote : Hello, Thank you for contacting Coinbase Support and I am very sorry for the trouble you experienced while our services were unavailable. I completely understand your frustration. Per our User Agreement ( https : //www.coinbase.com/legal/user_agreement ), although we will strive to provide all customers with continuous operations, we do not guarantee continuous access or that there will be no delays, failures, errors, omissions or loss of transmitted information, nor do we guarantee that any Order will be executed, accepted, recorded, or remain open. We continuously work to make our services better, more reliable, and learn from these outages. Thank you, Coinbase Support ref : XXXX : ref
Company Response:
State: IL
Zip: 60302
Submitted Via: Web
Date Sent: 2021-11-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A