Date Received: 2021-07-05
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: My complaint against COINBASE crypto currency exchange : I did 5 selling orders but it stuck in their system the transaction didn't go through ( frozen ) it started on XX/XX/2021 I submitted support ticket # XXXX and sent official complaint to the company I didn't get any help but empty promises. More than tow months of waiting I lost many opportunity to trade and benefit from market movement. In this new space the company promote itself as ( fair, transparent, efficient and trusted platform ) and that what bring me to them but they neither held themselves to that standard by building functional platform nor they put in efforts to meet their obligations towards investors - that put their trust in them -by hiring enough support staff to meet the demands. My selling orders : 1- XX/XX/2021 XXXX XXXX 2- XX/XX/2021 XXXX XXXX 3- XX/XX/2021 XXXX XXXX XX/XX/2021 XXXX XXXX XX/XX/2021 XXXX XXXX
Company Response:
State: CO
Zip: 80247
Submitted Via: Web
Date Sent: 2021-07-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-05
Issue: Fraud or scam
Subissue:
Consumer Complaint: To Whom It May Concern : Attached is a copy of an email I sent to COINBASE on XX/XX/XXXX. As per the email, I have tried numerous times to access my account which has approximately $ XXXX. As of today, I have still not been able to access my account nor have I received any answer from them other than the automated email they send out! I contacted the U.S. Securities and Exchange Commission, hoping they could help me. They suggested that I contact your agency. As you can imagine, I am deeply troubled and frustrated not being able to access my money! Any help you can provide would be greatly appreciated. Looking forward to hearing from you, XXXX XXXX XXXX This is what i sent to Coinbase also : To Whom It May Concern : I had an account with COINBASE for a few years. Unfortunately in XXXX, XXXX my phone was lost and with it, all my information, therefore my two step verification doesnt work and I am not getting any text messages. Since that time for the past FOUR MONTHS! I have been trying to recover my account with COINBASE without any success! I have followed ALL the instructions numerous times to no avail! My last transaction before losing my phone, was on XX/XX/2020 reference # XXXX in the amount of {$9800.00}. Since then I have not been able to do any transactions! I have monies tied up in my account with no way to access it. On XX/XX/XXXX, I got as far as your verification page! I submitted my drivers license and selfie picture. On XX/XX/XXXX, I received an email stating that my account recovery was unsuccessful! On XX/XX/XXXX, I responded to your email - the case is # XXXX. Although your email states it takes 4-5 business days to respond, it is now 7 days and I still have not heard anything! I would like to reiterate, that I have over the last four months tried numerous times and have responded each time to the instructions, yet I have still not been able to access my account. I am quite anxious about this as you can imagine and will appreciate hearing from COINBASE and resolving this issue. Thank you for your prompt attention and assistance, XXXX XXXX XXXX Cell Phone XXXX
Company Response:
State: NY
Zip: 11219
Submitted Via: Web
Date Sent: 2021-07-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-04
Issue: Other transaction problem
Subissue:
Consumer Complaint: My Coinbase account has been in review since XXXX XX/XX/2021. The company has not provided with any information nor have they responded to my correspondence other than providing with a support case number. They have also blocked me from ending emails to support and have demanded I stop requesting support. My account has a balance of less than XXXX USD.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-07-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-03
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: On XX/XX/2021, i reached out to coinbase and coinbase pro support asking for assistance with crypto that i had gotten access to especially since its now involved with my accounts. I had honestly thought it was a donation or an inheritance from an old friend of mine named XXXX XXXX XXXX. Honestly the minute i noticed the crypto and how much it could convert to i was just astonished. I dont know how to convery crypto or safegaurd it or even just transfer it into my own personal wallet so i know it would be protected. But unfortunately within the next couple of weeks after sending the first email to coinbase, i only got responses saying they are either going to close my case or they are going to merge it with all of my other inquiries. Unfortunately throughout this time someone had compromised my phone number and was able to receive the two factor auth codes without physically having access to my device and ended up resetting my passwords and changed my phone number so i lost access immediately. This happened maybe a couple days after i first mentioned a possible hacking. But im disappointed i havent heard back ever since i first reached out to them in may and it is now XXXX. But yeah hopefully something can be done about this issue. It really wasnt my fault for losing access. I tried my bestto safegaurd it all but coinbase just left me on read basically and has not since responded. I even tried to do the recovery and id verification. Have not heard back at all. Im Very disappointed
Company Response:
State: PA
Zip: 18015
Submitted Via: Web
Date Sent: 2021-07-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-03
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2021 I deposited {$1500.00} from my back account in XXXX Florida with coinbase. Today is Saturday XXXX 2021 and my funds are not yet available to send. Coinbase has held my funds a full seven actual days. I am able to send a wire transfer to XXXX in less than 48 hours, but Coinbase who is in XXXX can not let me have my money after 7 days? Coinbase has caused me damage and I would like a repay,
Company Response:
State: FL
Zip: 33138
Submitted Via: Web
Date Sent: 2021-07-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-03
Issue: Fraud or scam
Subissue:
Consumer Complaint: My account on Coinbase was hacked and all my fund was gone. Coinbase absolutely has 0 support. All they do is send out automated emails. Not to mention that In that email, they conveniently said they aren't responsible for the fund that was already transferred out of the account by the hacker. My hard earned money was gone in a matter of minutes and there is NOTHING coinbase can do about it based on their automated email. There is no way to reach a REAL person who works at coinbase. Nobody should be using Coinbase which has no support and such a weak protection against hackers. Also for some reason, Coinbase deleted all the history of crypto that was SOLD by the hacker and transferred out of the wallet.
Company Response:
State: MI
Zip: 48326
Submitted Via: Web
Date Sent: 2021-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-03
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/2021 all trading was disabled on my account and I wrote to Coinbase support and verified my account. On XX/XX/2021 I received an automated response from Coinbase support saying that their Support team was working hard to answer customer inquiries and to visit their Help Center for more information ( Case # XXXX XXXX. On XX/XX/2021 I received an email from Coinbase Support saying they had transferred my case to a specialist who would be able to further help with this issue, and that replying back to this email was the best way for an update ( ref : XXXX : ref ) On XX/XX/2021 I replied to the email asking for an update and have never received a response to date.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-07-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-02
Issue: Other transaction problem
Subissue:
Consumer Complaint: CoinBase won't resolve my case. I still haven't ever heard from a specialist nor have I had any of my formal complaints responded to. Case numbers : ( My dozens of attempts to get in touch with the exchange ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I recently read that coinbase is a " fiduciary '', ( legal term ). They have a legal responsibility to act in the best interest of their clients, or in our cases, account holders. Coinbase did NOT act in my best interest when they locked me out of my account back on XXXX. All my efforts to resolve this have been to no avail. I've lost access to my portfolio since then, and the appreciated value thereof due to a sim card swap. I had two factor on as well as XXXX authentication but most of my funds were still stolen somehow. I believe there's still money in my portfolio but I still haven't been able to access it. I've re-sent verification weeks ago to reactivate my account but never heard back. If I do hear anything from their team ( which is rare ) it's always just a runaround that they're waiting for their specialist to gather more info before they will contact me. I've been locked out for soon to be three MONTHS now. I was told that they would respond within 15 business days 30 days ago and they are ignoring my repeated attempts to resolve this matter. CoinBase has no doubt effectively stolen my life savings at this point and I don't know what to do next. I've reached out to my local Police Force as well as XXXX XXXX XXXX. I've used CoinBase for six years and I've never in my whole entire life experienced such shady business practices or deplorable customer service. After submitting a complaint on their website it reads " We hope there will never be a need for you to refer your complaint for litigation purposes but please be advised that our internal complaints process will need to be completed before any litigation process is initiated. '' Which to me says " We will never unlock your account so you can never sue us. '' CoinBase is a fiduciary. They have a legal responsibility to act in the best interest of their clients, or in our cases, account holders. CoinBase did NOT act in my best interest when they locked me out of my account back on XXXX. All my efforts to resolve this have been to no avail. I've lost access to my portfolio since then, and the appreciated value thereof.
Company Response:
State: FL
Zip: 33801
Submitted Via: Web
Date Sent: 2021-07-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-02
Issue: Other transaction problem
Subissue:
Consumer Complaint: Hello, I've been using Coinbase Pro before, I can withdraw my BTC ( Bitcoin ) but now I can't. They're reducing my daily withdrawal without any notice, and can not be changed even I requested. My BTC stuck forever. I've tried contacting the support but only automated reply. I did search the internet, there are 2 - 5 guys having the same problem and no customer service was available to help even for several months!
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-03
Issue: Fraud or scam
Subissue:
Consumer Complaint: I opened my account in Coinbase, Inc., the company which operates Coinbase and GDAX in the U.S., based in California. Funded with XXXX. I had to wait 6 days for availability, which I did. Today when the funds are available, they come an block my account disabling all possible options to buy or sell with my money. I sent 3 emails to customer service support but they do not answer. It is impossible to communicate with them I found that this company has been sued in a class action for blocking the accounts without any reason. My ID has been verified 4 times without any problem and the funds are there. I am desperate because it seems that they are taking my money without any justification. Please help XXXX XXXX
Company Response:
State: FL
Zip: 33156
Submitted Via: Web
Date Sent: 2021-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A