Date Received: 2021-08-21
Issue: Other service problem
Subissue:
Consumer Complaint: I can not get the customer service to respond back to me over months now. There is no person to talk to resolve my issues. I can not get access to my account and they do not help.
Company Response:
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2021-08-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-21
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I opened a Coinbase account in XXXX with XXXX as a ID username and password. I started using the XXXX XXXX in XX/XX/XXXX using a pin code and facial recognition XXXX. I completed all of the XXXX information using drivers license, debit card, ssc, birthdate and phone #. I purchased several $ XXXX of dollars of crypto currencies on the Coinbase exchange as an investment. XX/XX/XXXX my access via pin code and facial recognition XXXX was denied leaving my XXXX as my only access to this account. In XXXX of XXXX my XXXX account had been closed due to hacking. Leaving me no options to access my Coinbase account. I have contacted Coinbase to resolve the access to my account thru bank records and the XXXX that I provided. They say that the ONLY way to access my account was to use the registering email, XXXX that XXXX has permanently deleted. Coinbase has not provide me with an alternative resolution to establish my identity and has blocked my communicating email of XXXX. I believe that email as an XXXX is the most vulnerable of securities in terms of financial services. I am deeply disappointed in Coinbase and their lack of care with customer complaints, account handling and access given the XXXX, know your customer, steps needed to establish an account. Coinbase has no communication thru phone or email. XXXX no longer works and my email XXXX has been blocked from this server.
Company Response:
State: SC
Zip: 29455
Submitted Via: Web
Date Sent: 2021-09-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-20
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: The reason for our complaint basically lies in a problem that occurred during a Cryptocurrency transfer between two applications of the same company ( COINBASE ). Having tried on several occasions to solve the problem through the customer service of said company ( COINBASE ), the only thing we have received have been standard responses, in some cases with evasions, and today we still do not know the status of our claim and we do not have any information that relates the events that occurred. We have tried to explain the sequence of actions that was carried out, but it has also been in vain since the sending of images through the support communication channel is not allowed. Making a summary, the shipment that was made is 1 XXXX XXXX from Coinbase ( Which is one of the applications ) to Coinbase Wallet ( Which is the other application ), once the XXXX XXXX was in my Coinbase Wallet I send it back to Coinbase and it is at that moment when the page begins to register loading errors, showing the XXXX XXXX XXXX with only some options available unlike normal, the only option that appeared was to send and receive through a XXXX XXXX to a XXXX address, when in reality in the XXXX XXXX you should only be able to receive XXXX The application errors caused the page not to load all the necessary information and the address to receive instead of appearing with XXXX XXXX which was the automatic option, only XXXX appeared when it is not a compatible currency in the XXXX XXXX XXXX portfolio that currently can only work with XXXX XXXX I attach some images and videos you can compare in how the page was working during the errors and how it works nowadays, also you can check in some images my wallet movements. The are 2 videos one with the day of errors and the other is the same process but saved today where you can see the errors automatically assigning XXXX where it has to be XXXX XXXX. Dates : XX/XX/2021 Case Ticket Coinbase Support XXXX XXXX XXXX XXXX XXXX ( XXXX ) XXXX Amount : 1 XXXX XXXX
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-08-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-20
Issue: Problem adding money
Subissue:
Consumer Complaint: I am a guy from XXXX who started investing into XXXX 6 months ago into Coinbase, what happens its that my account is restricted and I can not withdraw my money and its everything I have. I have been without using my Coinbase wallet since XXXX of XXXX and still can not use it to invest and retire money. I would like to get a compensation because nowadays that bitcoin is getting in its highest numbers again and casually Coinbase restricts my account.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-08-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-20
Issue: Fraud or scam
Subissue:
Consumer Complaint: Good afternoon, months ago I transferred money to Coinbase, they accepted the money and the next day they restricted my account, they did not let me access, I can not see the amount, I have sent hundreds of tickets to support and nothing that responds to me, I've been with my savings in coinbase for more than 8 months
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-19
Issue: Fraud or scam
Subissue:
Consumer Complaint: I transferred in {$1000.00} in XXXX XXXX and {$11000.00} in XXXX XXXX. I purchased Bitcoin and transferred to the wallet address in XXXX XXXX : XXXX I realized its a fraud and reported to Coinbase right the right in XXXX XXXX, but Coinbase didnt do anything to help me on this.
Company Response:
State: NY
Zip: 10002
Submitted Via: Web
Date Sent: 2021-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-19
Issue: Fraud or scam
Subissue:
Consumer Complaint: Hello, My complaint is against Coinbase. My account has been locked since XX/XX/21 - it is now XX/XX/21. I have gone through their complaint process which ended in XXXX. I have yet to receive any support from them. I have had no access to my account which has a substantial amount of vitrual currency and cash that I need to survive. I have also missed out on the ability to sell in a highly volatile market. They are IGNORING me or have taken all of my money. Please see reference case numbers below : Case # XXXX - Case # XXXX - Complaint # XXXX, XXXX, XXXX XXXX
Company Response:
State: WI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-08-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-19
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: In XX/XX/2021 my Coinbase account was locked by my request after I received some phishing texts claiming to be from XXXX XXXX. When I made attempts to contact customer service to verify my funds were safe and reopen my account on XX/XX/2021 I received auto responses from Coinbase stating my case would be reviewed in 4-5 days. Since then I have received no cooperation or help from Coinbase. Their email I was referred to by the automatic response XXXX does not seem to be a working email for customer service. There seems to be no possible way to contact anyone directly at Coinbase for assistance and this was found to be a wide spread problem. They now have custody of over {$3000.00} worth of crypto currency and have locked me out without any type of resolution. They have also made it impossible for me to open the app from my XXXX. Please help.
Company Response:
State: OH
Zip: 444XX
Submitted Via: Web
Date Sent: 2021-08-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-18
Issue: Other service problem
Subissue:
Consumer Complaint: I have been locked out of my account for the 2nd time in as many years with no explanation, contact or support. I tried opening support tickets and all were auto-closed. The last email/ticket I created on XX/XX/XXXX was ignored to date but may still be open with zero response. There is no phone number, email is ignored and tickets closed, i have no way to contact anyone. I filed a XXXX complaint which was also ignored.
Company Response:
State: CO
Zip: 80010
Submitted Via: Web
Date Sent: 2021-08-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-17
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: Hello, I'm sure you have dealt with this complaint before, so I'll simply say it's an issue with Coinbase 's " account under review '' issue. To elaborate, I was requested by the centralized cryptocurrency exchange known as " Coinbase '', a publically traded company in the US to provide some simple information about myself in an effort to collect data about their users. I'm assuming this is a KYC request. The request was fairly simple and involved asking me what I made, how I was employed, and what I would be using the platform for. Despite the fact that this request was voluntary, Coinbase has kept my account " under review '' for a substantial amount of time. Their message says the review should take approximately 2 days, but it has since been just under one month. Had I not submitted to this voluntary review, I was able to continue using the platform unrestricted until XX/XX/XXXX. I have approximately $ XXXXUSD in the account ( depending on how the Crypto winds blow of course ) and that amount was added over a few months. I have created several " tickets '' with the company which were mostly all closed with no explanation on why things were taking so long. To be clear, if there's something that needs to be done that is reasonable, that's fine, but there has been no contact whatsoever on the company 's part, and from what I've read online, many people have had this issue for months/years (? ). For this reason, I can only assume that my money is deemed " stolen '' by the company, even if that is not truely the intent of the company. I can provide more information upon request, but the form requests that I do not provide personal information. I would request to have CFPB reach out to Coinbase to resolve the issue with the account associated with ticket XXXX. I am not seeking compensation beyond what I have given Coinbase, nor am I explicitly looking to never use this company again for financial services. I hope for a simple resolution to this confusing situation. Thank you for reading, XXXX
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-08-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A