Date Received: 2021-04-10
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I have been reaching out to Coinbase for 5 years now! In 2016 I had my account deleted they said I had violated a the user agree but never once explained what I did that was in violation. After I received that notice they said I would be able to withdrawal my funds and take them off Coinbase. The next time I had tried to log into my account it was deleted. I believe I have roughly XXXX in the account now. I explained my situation to them many times over the years and I requested an explanation for why my account was deleted and an account statement of all transactions for that account. Two reasonable things I believe I should be entitled too. I just got a response back last week and the completely ignored the fact that I need help logging back into my account to get my funds. And they never gave me an explanation as to why I had my account deleted or provided an account statement, however they did mention my funds were safe. I followed up about 3 times since and again unresponsive. I really just want my money back.
Company Response:
State: IL
Zip: 60608
Submitted Via: Web
Date Sent: 2021-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-10
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: COMPLAINT ABOUT COINBASE NAME OF ACCOUNT OWNER : XXXX XXXX XXXX PHONE NUMBER : XXXX EMAIL : XXXX DESCRIPTION OF THE ISSUE : - On Thu, XXXX XXXX, XXXX XXXX I, XXXX XXXX XXXX, received an alert from my Bank of a Withdrawal of {$300.00}, my alert is for transactions above {$120.00}. See Exhibit A - I went immediately to my Online banking and found out that COINBASE did that withdrawal. - Immediately I went to COINBASE and found out a few unsettling facts : o My account in COINBASE had now XXXX dollars instead of the XXXX I approximately had. See Exhibit B o There were multiple withdrawals and buys done that day at XXXX +/-, none of them done by me. See Exhibit C o My name was there but all my address information was from someone else. See Exhibit D - I tried to contact COINBASE and there was no way I could contact them by phone, only an automated message telling me they are not able to assist in person. - I filed the form they have to complain when we detect unusual or unrecognized activities. See Exhibit E - Please note that when opening my account with coinbase they requested my personal information, State ID, I activated 2 step verification and they verified through my phone, and verified my email. See Exhibit F - I have XXXX XXXX, I have my latest XXXX Update, always verifying I dont have viruses, malware, etc in my computer or browser. Limited extensions added and XXXX XXXX activated. My browser is current as of the date of the issue and all safety measurements have been taken to protect my personal information which is on my computer. - Curiously the COINBASE page didnt have a place where I could cancel any recurring charges in case the person who stole my money did it using that option from COINBASE. Coinbase didnt have any tools to track my transactions, COINBASE didnt alert me of selling my money or any of the transactions shown in Exhibit C - All the private information from COINBASE like secret words to access my account are private and no one had access at no time. COMPLAIN - How can someone get access to my access to my account without having an alert into my phone or email? - How can someone get access and do everything they want without COINBASE noticing any unusual activity? Clearly a person from North Carolina or somewhere else was using my account with COINBASE consent. - I want COINBASE to be accountable and return my money because I feel its their responsibility to protect my money, from people who is not ME. I took all the necessary steps. - Clearly one of the transfers was sent to an account starting in XXXX and ending in XXXX, that account has to belong to a real person.
Company Response:
State: NY
Zip: 11373
Submitted Via: Web
Date Sent: 2021-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-09
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: My problem is with Coinbase. They have not given me any information on where my 8,000+ in Bitcoin has gone. I went through their process of self ( no ) help. I got my account back open after having them shut it for fear of a possible scam. There is only a little over XXXX there now. When I look up the section on orders I see activity thats is not mine. Some amounts of transactions are over XXXX. I now think they messed it up when I tried to make a transfer when my bank funds were still on hold. I think they mixed up accounts or something. I am sure I dont have to explain how poor this company is in solving these kind of issues.
Company Response:
State: GA
Zip: 30047
Submitted Via: Web
Date Sent: 2021-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-09
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Dear madam or sir, I was trying to deposit CZK XXXX XXXX to my Coinbase Pro account which is denoted in XXXX. Hence, I used XXXX XXXX now just called XXXX XXXX to transfer the money XXXX EUR XXXX after exchange ). However, I forgot that Coinbase requires the account from which the money comes to be registered on my Coinbase account first. Once I noticed, I registered it and Coinbase rezognized it. However, they have never actually deposited the money to my Coinbase account. I have continuously filed many complaints through their platform in which I described the problem in detail. I always got an answer that the issue was either solved or that they are still looking for it after which they just sent a generic email that if I still need a support I should contact them. I always did, but still nothing happened after many months. Please find attached the report of the transfer from XXXX and the screenshot of the complaints I filed to Coinbase. I really hope you could help me. Kind regards, XXXX XXXX
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-08
Issue: Other transaction problem
Subissue:
Consumer Complaint: My account on Coinbase was hacked. Hacker sold my XXXX and trasferred all the funds via XXXX transfer to 11 different accounts. As soon as I discovered the unauthorized access, I called Coinbase. Their phone number only allows me to lock my account which I did. After 3 days they unlocked my account and I found that all the funds were gone. I opened a case with Coinbase. After about 3 weeks of investigation, I was given tips on how to secure my account and a statement that read " all transactions are irreversible but we will comply with all investigations ''. This hack happened because the company was unable to protect my information and was prone to attacks that allowed unauthorized activity. I already had 2 factor authentication however the hacker somehow as able to bypass that. Also, while coinbase requires XXXX for login, they do not require it or send any communication to the account holder when new accounts are attached to the account or go any sort of due diligence process to assure the legitimacy of the accounts added.
Company Response:
State: IN
Zip: 46530
Submitted Via: Web
Date Sent: 2021-04-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-08
Issue: Other transaction problem
Subissue:
Consumer Complaint: I sent XXXX XLM ( XXXX XXXX ) from XXXX to coinbase on XXXX around XXXX XXXX EST. This usually takes at most 15 minutes. This time it was taking considerably longer but the transaction still said pending on XXXX so I wasnt worried about it. I then read that there was an issue with the XXXX network but XXXX and the exchanges were looking into it. Around XXXXXXXX XXXX that same day, I received notice from XXXX and XXXX XXXX that the problem had been resolved. Within an hour, my transaction showed successful on XXXX end but still no funds were received on coinbase. I gave it some time and then when I realized other people were having the same issue, but only on coinbase, I started a support ticket with coinbase. I received a vague automated response stating that they were aware of the issue and working on it but it has been over 24 hours now and I havent been updated, nor has anyone else who is experiencing this issue. They seem to still be blaming it on the XXXX network but the issue has been long resolved on XXXX end and every other exchange has seemed to have figured it out except coinbase. This isnt the first Im hearing about funds disappearing on coinbase and it doesnt seem like this type of thing gets resolved very often without some sort for mediation. The worst part is, theyre not even attempting to warn anyone that there is an issue and are continuing to allow customers to attempt to send/recieve funds and all are just ending up in limbo.
Company Response:
State: CT
Zip: 06851
Submitted Via: Web
Date Sent: 2021-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-07
Issue: Money was not available when promised
Subissue:
Consumer Complaint: www.coinbase.com coinbase ran an advertisement on the XXXX XXXX promising {$50.00} in XXXX for making an account around XX/XX/2020. There was no star or fine print but when you clicked on the ad and made and account you never got the money. Their customer service said I was not entitled to the money in the advertisement because I didn't verify my personal information even though the ad did not put stipulations on the money. After months of waiting and emailing them they never said how someone would get paid the {$50.00} just that they were not paying it out.
Company Response:
State: PA
Zip: 161XX
Submitted Via: Web
Date Sent: 2021-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-08
Issue: Fraud or scam
Subissue:
Consumer Complaint: Initiated a bank transfer from XXXX to Coinbase. XXXX sent a fraud warning. I locked my account and froze transfer per XXXX direction. Re transferred money 4 hours later when fraud scare was cleared. Money landed in my Coinbase account. Coinbase allows trading prior to full account transfer. I purchased {$1300.00} XXXX coin. On XX/XX/XXXXmy position in XXXX was liquidated by Coinbase and money was gone.
Company Response:
State: NY
Zip: 10009
Submitted Via: Web
Date Sent: 2021-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-08
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Coinbase Account I want to close this account and withdrawal my money but you can't contact this site by email or phone they withdrawal money from my account with no authorization and overdraft myXX/XX/XXXX account.
Company Response:
State: FL
Zip: 32901
Submitted Via: Web
Date Sent: 2021-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-07
Issue: Fraud or scam
Subissue:
Consumer Complaint: Coinbase App allowed me to go in and buy XXXX currency like XXXX. I purchased assets over time and accumulated over {$5000.00} in assets. When I finally wanted to take the money out of the app as soon as I converted the assets to USD/Cash I was immediately locked out of my account. Coinbase the company has no phone number and of all the XXXX 's of emails I have sent I do not get a response or any help in resolving this problem. I need to get this money back for my son and my family. The more I read about this company the more I can see this is a common problem and lot of other people have the same problem. No response from Coinbase because they are stealing my money.
Company Response:
State: PA
Zip: 15212
Submitted Via: Web
Date Sent: 2021-04-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A