Date Received: 2021-07-02
Issue: Other service problem
Subissue:
Consumer Complaint: I need to update my last name with Coinbase. I have submitted required documentation to them several times, and it has been rejected every time. My first record of this rejection was on XX/XX/XXXX ( twice ) and XX/XX/XXXX ( 4 times ). I submitted a help request on XX/XX/XXXX ( Case # XXXX - Got married, changed last name ) and got no resolution. The ticket was then closed by Coinbase completely unresolved. I submitted an additional request on XX/XX/XXXX ( Case # XXXX - Issues updating legal name ) and, after repeated requests, on XX/XX/XXXX they told me they couldn't update my name because my driver 's license is expired. It's not expired. It expires in 4 months. I don't know how to change my name to ensure that I can retrieve my funds. This lack of service and rejection of accurate data feels deceptive at best.
Company Response:
State: CA
Zip: XXXXX
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: 2021-07-01
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I created a Coinbase Pro account for trading cryptocurrency on mid XXXX. I was enticed to transfer digital assets to the Coinbase Pro account at that time. However, after I transferred the cryptocurrency to the account, my withdraw limit was set to XXXX. In other words, I am not able to transfer any digital assets out of Coinbase. It is fraud apparently. The restriction let me lose many investment opportunity and lose a lot of money.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-02
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: On Friday, XX/XX/XXXX at XXXX XXXX EST, I executed a trade of XXXX XXXX ( XXXX ) tokens using the Coinbase App. At this time the spot price on Coinbase was XXXX USD. As communicated through the Coinbase App, when I agreed to sell my tokens, my portfolio was valued at XXXX, XXXX XXXX. As the transaction was completed moments later, my portfolio, then in USD, was valued at XXXX USD - an evaporation of XXXX, XXX USD having been given XXXX USD per token, while XXXX was still trading north of XXXX higher. I fully understand slippage is to be expected while trading cryptocurrencies, especially on Coinbase, however a delta of north of 20 % is not slippage but an error ( at best ) and one that hopefully is corrected swiftly. I've attached screenshots of the transaction as well as a video illustrating the sudden, instant, drop in my portfolio value. Please see the attached for reference : Image # 1 & # 2 XXXX XXXX XXXX Coinbase Spot Price on two different views showing that at XXXX XXXX EST, 1 minute after my transaction was executed, the spot price was still XXXX - XXXX USD. Image # 3 & # 4 : My personal Portfolio balance at XXXX XXXX EST on XX/XX/2021 and my personal portfolio balance at XXXX XXXX EST on XX/XX/2021 after I had sold my XXXX Image # 5 : This video illustrates the above ( similar to Images # 3 & # 4 ) and clearly shows the evaporation for XXXX USD in portfolio balance. As for the price getting locked in when I agree to sell, that is my issue. The price which I agreed to sell at was not the price that my XXXX sold at, despite it getting 'locked in '. I've recently tried to handle this through CFPB. Coinbase as a response and to seemily try to get me to go away, provided {$200.00} XXXX in the form of Bitcoin for my troubles. Not only is this action arbitrary, it's ridiculous, especially when I had a significant of money stolen from me and their response did not address the information that I laid out in any way. Rather, they repeated themselves and their regurgitated boilerplate responses.
Company Response:
State: MA
Zip: 02176
Submitted Via: Web
Date Sent: 2021-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-01
Issue: Problem adding money
Subissue:
Consumer Complaint: I have an account since 2017. I went ahead and changed my bank account for deposits and withdraws and they have blocked me out every since. I have been putting in complaints and made complaints with the XXXX several times. I have contacted support many, many times over the last six months regarding my issue never to be answered. No email, phone contacts or anything. I have lost alot of money because it took me three months to figure out that I could transfer my coins out of their system and I haven't been able to buy or sell. I have done 42 ID verifications as I was directed to do throughout this whole ordeal. I want my account fixed and anything they can do to help track and possibly compensate my for my losses. There should be NO COMPANY in the world that should be aloud to get away with not offering support. Especially after hundreds of attempts over a 6-8 month period.
Company Response:
State: PA
Zip: 15236
Submitted Via: Web
Date Sent: 2021-07-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-01
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I made an account with Coinbase Pro on the XXXX of XXXX and you invested about XXXX XXXX into my account. However, I got an email on the XXXX of XXXX saying my account in under review. Since then, I am unable to trade on my account and also unable to get a refund of my amount back into my bank account. I have contacted the customer support multiple times on their website and on XXXX and I have received no solution or a reply. Its been 2 months and no action has been taken. This company seems like a scam.
Company Response: Company believes it acted appropriately as authorized by contract or law
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-01
Issue: Fraud or scam
Subissue:
Consumer Complaint: I opened an Bitcoin account with Coinbase a couple years ago and never tried to access the account until a month ago. After entering the correct user name and password, and security code, I was told my machine was not the one I opened my account on. So I drove 3 hours to retrieve an old computer that I opened the account on. They still would not let me access my account, saying they needed me to respond to an email after putting in all the right credentials and security code. The email never arrived. I contacted Coinbase support, which must be a robot and not human. I was told my system blocked their emails -- even though they got 5 or 6 emails through to the same email address during this fiasco. They then said I needed to set up a new account and they would transfer the bitcoin to that account. I asked them to call me. No response. I asked them to simply convert the Bitcoin to cash and put my money back into the bank account it came from. No response. After divulging a massive amount of personal information, I received notice my new account had been set up ( see attached ). But when I tried to access it I was told the XXXX ( same one I set the account up on ) was not recognized and asked to verify I lived in some city I have never heard of ( XXXX ). I no longer trust this company and have received a warning their messages may be dangerous ( see attached. ). They have thousands of dollars of mine and no longer even reply to my messages to the help center.
Company Response:
State: NC
Zip: 28409
Submitted Via: Web
Date Sent: 2021-07-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-01
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Okay I've been a coinbase customer for 5+ years but rarely use them because their fees are about three times higher than anyone else. But they sent me an offer to set up recurring buys to receive XXXX bucks in free crypto. So unfortunately I was tempted and accepted the offer. I was supposed to be paid my XXXX dollar bonus after my second successful recurring buy of XXXX or more dollars. Well that was a month ago and I sent an email to support which btw you can't do in the app without it restarting your ticket when you go to verify your email at the end. So for a company that focuses on new and cutting edge technology it's kind of pathetic that they can't even make their support work properly. So then I sent the email successfully and waited 4 weeks with no response. I have since submitted another ticket with no response as well. To say I was disappointed with this company 's shady unethical and illegal actions would be an utter understatement.
Company Response:
State: OH
Zip: 43230
Submitted Via: Web
Date Sent: 2021-07-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-01
Issue: Fraud or scam
Subissue:
Consumer Complaint: I had my entire account stolen and my bank account over drawn the time I had access to my Coinbase account was XX/XX/21
Company Response:
State: CA
Zip: 91601
Submitted Via: Web
Date Sent: 2021-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-29
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/21 at approx XXXX XXXX pacific time, I submitted a " sell '' order for XXXX Bitcoin ( BTC ), via Coinbase. At XXXX XXXX the transaction was " COMPLETED. '' See Coinbase ref code XXXX, which says " Sold Bitcoin '' and " COMPLETED. '' At the time, BTC was trading at approx {$49000.00}. My proceeds, after Coinbase fees, are shown in their own records as {$24000.00}. Unbeknownst to me, the same amount of BTC was then returned to my account. And, at a different price, which is further proof that the transaction completed and Coinbase then undertook a second, unauthorized transaction on my behalf. I of course believed I had {$24000.00} in USD in my account. In the ensuing days, checking my account, I saw that it was not. Instead, I owned BTC, but BTC had dropped dramatically in value since my sale. Multiple attempts to communicate with Coinbase support were useless. First, they claimed it was an incomplete transaction, though their own records show that the transaction completed. Then, they simply closed my case without explanation. At no time was I able to speak with anyone at Coinbase. I eventually sold the BTC at a much lower price as I had no way of knowing what would come of the dispute, and yet BTC continued to drop in value. I sold the same amount of BTC on XX/XX/21, but the proceeds were only {$16000.00}. Coinbase should give me the difference between the two sale prices, which is {$7900.00}.
Company Response:
State: CA
Zip: 945XX
Submitted Via: Web
Date Sent: 2021-06-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-29
Issue: Fraud or scam
Subissue:
Consumer Complaint: My complaint is against the company Coinbase. They have a referral program that promises a certain reward for referring customers to their services. In order to achieve such, you must either send an email or give a personalized link to the referred party and after they purchase or trade {$100.00} worth of XXXX and validate the account they reward you with the promised amount of XXXX. I completed this process with my mother who was interested in crypto at the time. I set her up with the referral link and helped her purchase {$100.00} worth of XXXX. The promised reward was meant to be deposited after a max of 4 business days. Today is many months ( about 3 or 4 ) after we purchased her crypto and I have still not received, nor been confirmed to receive my reward. I have contacted Coinbase on this issue and they responded as follows. " Our referral program is fully automated. Note that we are unable to manually review or credit any referrals that are not automatically paid out. We are unable to provide specific information as to why any referrals may have been deemed ineligible. '' My feeling is that their automated process is not functioning properly as I have followed all guidelines. It is not sufficient to deny me these funds because of an issue with their automated systems. They have assured me they will not help me receive said funds. I have provided them with my mothers very personal information including social security number and photocopy of her drivers license under the promise of compensation, and we were denied such. I feel this is fraudulent and they have stolen said the personal information for their own financial gain. Thank you very much for hearing me out and considering my complaint. I hope this does not occur for others as personal information is becoming ever more sought after and important. Please prevent them from doing this from others. I have attached a photo showing that I have never received compensation for my referral and the email which they responded to me with when I asked about said compensation.
Company Response:
State: OH
Zip: 44109
Submitted Via: Web
Date Sent: 2021-06-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A