Date Received: 2021-06-22
Issue: Other transaction problem
Subissue:
Consumer Complaint: This complaint is towards coinbase. On XX/XX/XXXX of this year, Coinbase locked my account because of a supposed denied transaction while trying to deposit money into my portfolio ( coinbase pro ) regardless of the fact that there was money in my account. I attempted to contact coinbase support on XX/XX/XXXX ( Case # XXXX ). Over the next several months up to today, I have attempted to contact them multiple times and filed two separate complaints and the only responses I could get were to wait for a response and to stop filing complaints because it supposedly only delays the process, which honestly doesn't make any sense since my complaint contains the case number above and compiling said information is not very time consuming ( neither is taking a look at my account and simply unlocking it. Yesterday Coinbase finally sent me an email claiming that the issue was resolved. It wasn't. While they credited my account with a small amount of bitcoin, it was irrelevant considering my account is STILL locked, thus not allowing me to remove my money from their platform. This is completely unacceptable customer support. This billion-dollar company still to this day does not have any live tech support. I can't speak to a live human being about the issue and obviously their online support system is unbelievably pathetic. I am far from being the only person with this issue. Only after complaining about the issue on their XXXX page did someone say that filing a complaint here was the only way they were able to resolve their issue, and it took them 6 months to do it. unacceptable. Please notice the dates in the screenshots provided. Thank you.
Company Response:
State: LA
Zip: 711XX
Submitted Via: Web
Date Sent: 2021-06-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-21
Issue: Other transaction problem
Subissue:
Consumer Complaint: Coinbase is refusing to allow me to withdraw my money in the cash portion of my account. They claim they need to verify my account. However, they don't need to verify my account when I'm paying them their fees, so that's a double standard.
Company Response:
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-20
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: On XXXX XXXX I put XXXX on a bitcoin through XXXX it went through fine on their side but when I went to check and finish set up on Coinbase wallet they had cut me off and I went to check the wallet it said wallet not found I never got to finish setting up my coinbase wallet and can't access my bit coin at all. The second time it happened on XX/XX/2021 I put XXXX on another bit coin on XXXX. The transaction went through again fine on XXXXXXXX XXXX side but has never showed up in my bitcoin wallet on XXXX. I have emailed support several times from XXXX and Coinbase and have not had gotten a response back from either one. There is no phone number to call just email or text also texed both companies and once again no response back.I put cash in the bitcoin machine and have the recipets to prove the money was put on there. But, has never showed up on the coinbase wallet or on the XXXX wallet.
Company Response:
State: VA
Zip: 24153
Submitted Via: Web
Date Sent: 2021-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-19
Issue: Money was not available when promised
Subissue:
Consumer Complaint: i have an account with coinbase i invested in over {$500.00} of bitcoin and ethereum i received phone calls from someone saying they were coinbase i reported this to coinbase coinbase frozen my account, promise to resolve in 10 days that was 3 months ago up until now, i can not access my money i want to cash out and close the account, at the rate of exchange when the froze my account preferably no response from coinbase
Company Response:
State: NY
Zip: 108XX
Submitted Via: Web
Date Sent: 2021-06-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-19
Issue: Other service problem
Subissue:
Consumer Complaint: My account was accessed without my consent on XX/XX/XXXX, locking me out of my account. After submitting a report for my case my account should have been locked from all transactions, however the next day {$300.00} was withdrawn from my XXXX checking a account. After getting my money back from XXXX that day I continued to email Coinbase about my issue and I have yet to receive anything other than copied and pasted replies. I waited a month for a response from Coinbase resolving this problem and I have had no success. I then started asking around in the community to see that others are going months without any resolution, after that I started emailing them again and the situation circled around back to the company support team ignoring me. All I want is my account back in my possession with the correct amount of money in it, and to have the Authenticator, added by someone else, removed leaving me with an SMS authenticator.
Company Response:
State: TX
Zip: 76180
Submitted Via: Web
Date Sent: 2021-06-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-18
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2021, I found my coinbase crypto account was transferred by a scammer with a huge sum of two times Total {$100000.00}. Then I wrote an email to coinbase to remain them some fraud company to transferred my money away. Coinbase reply me email said need 5 business day to solve the problem and locked my coinbase account. but until now it is over two months, coinbase never answer me and I email to them many time, they dont answer me and still locked my account, I still have some bitcoins in my account, they are illegal locked my personal account, They are responsible for the loss of my account.
Company Response:
State: NY
Zip: 11356
Submitted Via: Web
Date Sent: 2021-06-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-18
Issue: Other transaction problem
Subissue:
Consumer Complaint: Coinbase without warning, explanation or help resolving stopped sending me the text message codes to access my account. For over 3 weeks I have not been able to see where my money XXXX XXXX XXXX is. They will not contact me XXXX other than automated emails ) in a meaningful way and have not resolved this situation. I believe they stole my money. I simply want to sell and leave this terrible ordeal behind me. I was under the impression that because they were a publicaly traded company that there was some oversight but appears they can behave fraudulently without XXXX and get away with it. There are many complaints and a lawsuit in regards to this behavior. I wish I knew this before I used their exchange. I need your help.
Company Response:
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2021-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-17
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XXXX I was notified by Coinbase that an unauthorized transfer of {$1000.00} was unsuccessful and that I had to act immediately to fund this action. So I transferred the {$1000.00} and contacted Coinbase to explain that I did not make this transfer and that it came from their end. Coinbase locked my account out of XXXX. Coinbase told me to make several security measures and then they would unlock my account. I did. Since then I made requests to explain the unauthorized withdrawal and to unlock my account. No one has ever responded to multiple request including a close account request. Coinbase has refused to communicate or explain why I am out {$1000.00} or unlock my account. I mailed XXXX XXXX CEO of Coinbase of the circumstances regarding this indefinite unlawful lock out and non-responsive customer support as well as the multiple class actions against Coinbase for the same issue. No one has responded and I am still locked out.
Company Response:
State: ID
Zip: 83814
Submitted Via: Web
Date Sent: 2021-06-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-17
Issue: Other service problem
Subissue:
Consumer Complaint: I tries to open a cpinbase account on a new email address because the email I had used to sign up to coinbase wasn't going to be used by me anymore. Because of this simple thing coinbase banned my account. I have tried to get it opened again by coinbase but they answer my tickets ( about 6 now ) by stating that they can not help me and the can not tell me why and to try to open another ticket in a month. It has been almost a year now ....
Company Response:
State: MA
Zip: 01844
Submitted Via: Web
Date Sent: 2021-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-15
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/2021, at XXXX XXXX, My coinbase crypto currency account held on Coinbase.com was hacked and coinbase sent 2 step verification to the hackers after they altered my verification process somehow. They then transferred over {$16000.00} worth of XXXX tokens to an unknown wallet and I believe they traded it into all bitcoin before then sending it all into approximately 126 other wallets. I have tracked the initial illegal transfer through the website XXXX. I found there the hackers made 4 transfers out of my account and then did the rest out of their own account. I called the XXXX County Sheriff 's department in South Carolina who took a report for me. I contacted Coinbase support also on the XXXX of XXXX to inform them that they allowed unauthorized transfer of my funds and wanted help from them to replace what was stolen. It was my life savings that was taken. I am on XXXX and do not have the ability to " make that up '' by working or saving it up again. It has taken me years to get the money to the level it was at. I got an initial response to my inquiry stating they needed 3-5 business days as they had a " specialist '' looking into the incident. That was on XX/XX/2021 and once again on XX/XX/2021 they repeated that statement as I sent the information I had gathered on XXXX tracking the thieves/hackers. I was told to wait 3-5 business days and I have not heard back from coinbase since that email which arrived at XXXX XXXX on the XXXX of XXXX, 2021. I need help in this matter as I have taken the steps as directed on the coinbase website and filed a police report on the matter. I am in deep jeopardy in the near future when it comes to debts owed that was due to be paid out through those investments. Their delay in responding to me is making me think that they were or are involved with the theft of my money as well. Why else would they ignore someone who was robbed from their site? I am distressed daily over this matter. I need my investments back. I do not know what I can or should do next.
Company Response:
State: SC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A