Date Received: 2021-03-10
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened my account with Coinbase back in XX/XX/XXXX and purchased a Bitcoin and then I had my email that I was using at the time shutdown due to not having service with them anymore. After lots of years trying to reopen my email account I was finally able to gain access to it. I was able to reset my Coinbase password and gain access to my account and my Bitcoin was in my account. I tried to sell my coin and the site said that my account was restricted to buy and sell. I uploaded all the required varication on XX/XX/XXXX. I received email XX/XX/XXXX stating that my ID uploads were summited successfully and it would take 48-72 hours but sometime longer. Tomorrow it will be one month this is under review. I have done nothing wrong or suspicious. I have lived at the same address since I have bought the coin I have the same phone number same email and the same bank account that I purchased it with back in XXXX. Verifying my information should be quick and easy. I know that Crypto Currency is not main stream but we are not dealing with a small amount of money. I have as of today over {$57000.00} locked out that I can not sell or manage. If XXXX XXXX or XXXX XXXX did this same thing it would not be accepted. I do not know much about Coinbase as a company but I do know that they are about to have an IPO for {$100.00} XXXX evaluation soon. The company does not have any phone tech support that is hard to believe the email tech support would not be able to unlock an account for a month. I have researched lots online and the XXXX and XXXX groups are flooded with similar experiences. I am sure some of them are individuals that are trying the fraud Coinbase or launder money or something but this is not my case. Maybe they are just trying to protect my money which I appreciate but a month is a long time to verify something.
Company Response:
State: SC
Zip: 29803
Submitted Via: Web
Date Sent: 2021-03-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-10
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: On XX/XX/2021 I made 2 purchases of {$50.00} each of Bitcoin on Coinbase ( total {$100.00} ). On XX/XX/2021 Coinbase withdrew {$50.00} three times from my bank account ( total {$150.00} ). I have sent several emails requesting a refund of the third {$50.00} withdrawal. All I get in return is a generic email with no name attached telling me that the issue has been resolved, but it has not. They still have not deposited a refund in my Coinbase account or in my bank account as of today, XXXX Apparently no one has actually looked at my account to resolve this. Also I have received these dismissive responses for other inquiries. They just send an email saying the " case '' is closed. Less than helpful customer service. Thank you for your help. XXXX XXXX XXXX
Company Response:
State: VA
Zip: 22903
Submitted Via: Web
Date Sent: 2021-03-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-10
Issue: Other transaction problem
Subissue:
Consumer Complaint: My name is XXXX XXXX. I have been submitting claims, complaints and cases through the Coinbase website and have only gotten automated responses, and then no responses at all. I originally purchased {$1500.00} worth of XXXX currency in XXXX on the Coinbase platform. I purchased XXXX, XXXX and XXXX. In XX/XX/XXXX, I noticed all of my funds were taken from my account. There are no transactions showing the money being withdrawn from my account, nor did I sell any of those positions or take money from any of the investments. I am not getting any response when submitting claims. Please help, I am seeking whatever legal recourses needed at this point. I have multiple case numbers and a complaint number. Here is the case number I tried re opening XXXX and complaint number XXXX.
Company Response:
State: FL
Zip: 33434
Submitted Via: Web
Date Sent: 2021-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-09
Issue: Fraud or scam
Subissue:
Consumer Complaint: I have been trading cryptocurrencies for a few years on Coinbase and CoinbasePro. My account has been locked however since early XXXX - for some reason I can not sell or withdraw my assets which are worth about {$15000.00} ( XX/XX/XXXX ) I have opened multiple tickets to get this matter resolved with Coinbase but they just sit on it for 20 days and send a response saying issue is resolved and just close the ticket. I have opened at least 6 tickets with no resolution. At this point I feel they are illegally holding my money without any form of communication. I need your help in freeing up my money so I can withdraw it forever from Coinbase. To reiterate - I have money in Coinbase and Coinbase Pro. They are both locked since early XXXX. After a month of opening tickets and reaching out to them - I have no resolution and instead they send me automated responses falsely claiming that they resolved my ticket and end up closing my tickets without any actual resolution. This is quite frustrating and to me it seems illegal. Please help.
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2021-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-09
Issue: Other transaction problem
Subissue:
Consumer Complaint: I've had an account with Coinbase for a couple years. On XX/XX/21 I had {$300000.00} on my account at XXXX and at XXXX the account read {$0.00} funds and no record of previous transactions. Most of the cryptos were in a vault where it would be a 2 or three day process to take out the funds even for me. There is also a XXXX authenticator which changes codes every 10 seconds to access the account. I have been trying to contact Coinbase ever since. There is no Phone support and I've sent at least 20 e-mails and they have not responded. I don't even have a case number for this situation. A few days ago trying to log in to my account it said I was required to change passwords and an e-mail would be sent. No e-mail was ever sent. I've done this many times. Something is very wrong. I've had to recover my account before and there was no problem
Company Response:
State: MA
Zip: 026XX
Submitted Via: Web
Date Sent: 2021-03-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-09
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I have made an account with Coinbase and purchased some Bitcoin. This occurred over 2 months ago. From the day I purchased it, Bitcoin have locked me out of my account preventing me from accessing my money. I have contacted the company and they closed my case after 1 month saying that theyve resolved the issue when in fact they have not.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-03-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-09
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: On XX/XX/2021 I got SIM swapped from XXXX. The intruder was able to hack my emails and also get into my Coinbase account. He was able to change my password and also change my 2FA verification settings with XXXX authenticator so I do not have access to the account. That person also made an unauthorized transfer to an unknown digital wallet worth almost {$50000.00} of my LINK tokens. I was able to disable my Coinbase account online since they do not have a live agent you can speak to when you call the customer service number. This is the worst financial company out there. Since that day I have been sending them complaints and emails and filling out incident reports on their support website. All i get is automated replies. My email address on my Coinbase account is XXXX. Please I need help. I do not know how this happened. I do not have access to my account. How can this be legal?? I have been reading that there is a whole lot of people also trying to get communicated with Coinbase and they can not get a hold of anybody. How can this keep happening????? I filed a police report but that is no help either. They do not do anything to help. Nobody seems to do anything
Company Response:
State: FL
Zip: 33126
Submitted Via: Web
Date Sent: 2021-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-09
Issue: Other transaction problem
Subissue:
Consumer Complaint: I tried to do a transaction from XXXX crypto currency wallet to my coinbase wallet, the money never appeared. I contacted XXXX support they got back to me in 3 days telling me everything went fine on their side. Tried contacting coinbase 3 times and tried to call and still no response over a month. Transaction ID : XXXX Date : XX/XX/2021 Amount : {$440.00}
Company Response:
State: FL
Zip: 33486
Submitted Via: Web
Date Sent: 2021-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-09
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Coinbase has refused to merge my two accounts after I fully identified myself as they directed. They have not answered months worth of emails. They have stolen thousands of dollars from me in XXXX. [ Reply ] Case # XXXX - Email access no longer valid
Company Response:
State: MO
Zip: 63026
Submitted Via: Web
Date Sent: 2021-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-09
Issue: Other transaction problem
Subissue:
Consumer Complaint: Have been locked out of my Coinbase account for over a month now when I did not request it. I have over {$7500.00} locked on their site with no way to access. I reached out to customer support which told me 3-4 days for a response and still havent gotten one, I also reached out to customer complaints which said 15 days for a response and still havent gotten one. Theres no way to get ahold of any one to retrieve my account so theyre essentially stealing my money without me even approving of my account being locked
Company Response:
State: PA
Zip: 193XX
Submitted Via: Web
Date Sent: 2021-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A