Date Received: 2021-02-10
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I am complaining about Coinbase, Inc. who have locked me out of my account which contains about {$25000.00} in assets. I invested money in two cryptocurrencies : XXXX ( ETH ) and XXXX ( LTC ) a few years ago. My work email was used to set up the Coinbase account ( XXXX ). I have not accessed that account in about 4 years and I have changed jobs and can not access the previous email account. Coinbase customer service told me to open another account with my new email ( XXXX ) and they would merge the old and new accounts. I did that, but they have locked that account also. I followed all the steps customer service told me to follow including sending them my ID. All they have to do is reopen my account, but they just ignore me over and over and I can not access my money.
Company Response:
State: ID
Zip: 838XX
Submitted Via: Web
Date Sent: 2021-02-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-10
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: i deposited XXXX XXXX in my coinbase account ( XXXX ), they freeze my account so i cant withdraw my balance. i tried to contact them many times but no responding. they freezed it since XX/XX/2020 till now
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-10
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XXXX XXXX, I contacted the Coinbase Help Desk. I simply asked if they could help me identify an extra {$100.00} wire transfer from my bank. I said I couldnt locate it in the transactions. I was NOT stating I thought I may have been breached. There were three {$100.00} charges in a row. I remembered one. I found the second. My error. Could they help me identify the third. Just a few minutes later, I received a bot email response stating the had locked my account. I immediately replied back NO. I sent another email telling them to unlock it. That was ignored. Then an hour or so later, one of their Staffers replied with a response to my inquiry. I had inadvertently set up a {$100.00} recurring buy charge. He told me how to cancel that. I replied I cant fix it until they unlock my account. He replied it would take their investigators four to five days to unlock it. So I waited. I tried emailing the Help Desk again, but received another bot response that their email was no longer enabled. I had to submit a ticket. I did so. I have since sent in multiple tickets referencing the first ticket number. I just get bot responses saying each ticket will be added to the first. Thank you for your patience. I filed a complaint ticket. It has now been 17 days. Their own site says lockouts can take up to ten days. No other communication. They have only one published telephone number. That is solely for the purpose of calling to lock ones account if one thinks its compromised. I hunted down all three of their physical mailing addresses, of which they really only publish two. I sent a long letter to their VP Customer Experience explaining this whole fiasco. In the meanwhile, Coinbase has my money. It is part of the pool of investor monies that they can leverage for their own investing, yet I can not trade or sell or buy anything while a XXXX XXXX is running. They are thus using my entrusted invested money but keeping me from utilizing it myself. I cant even see how much I am losing or gaining. As a XXXX XXXX on a fixed income who is diligent in watching over his investments for retirement, this action on their part is egregious and untenable. The last time I saw my account there was about XXXX in there. That may be peanuts to them, but it is a quarter of my total invested money. As they keep signing on thousands of new users to fill their coffers, they seem content to manipulate the assets of old clients. Others have been locked out for ridiculous amounts of time as well. I gave no consent for an arbitrary lock out. That is what their one sole telephone number is for. The original ticket number is XXXX.
Company Response:
State: MI
Zip: 48224
Submitted Via: Web
Date Sent: 2021-02-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-10
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Coinbase XXXX put out a press release clearly stating that while trading of XXXX would be suspended on their platform XXXX would still be available for withdraw. I have sent several emails to customer support over the last 10 days and received not one meaningful attempt to help withdraw my funds. They are hiding behind " technical issues '' and indicating operator error. After reading that countless people are having the same issues I believe it safe to say it is not the latter. I'm really curious how this not theft or fraud? Coinbase XXXX had no problem converting my USD into XXXX and charging me exorbitant fees to do so. Now that I would like to withdraw the currency I can't and I find it suspicious to say the least. I would expect more from a company looking to go public than to hold millions, if not billions of consumer funds hostage. This is a major injustice and I'm shocked it is not front page news.
Company Response:
State: WA
Zip: 982XX
Submitted Via: Web
Date Sent: 2021-02-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-10
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: i have had a coinbase account for about a year+ never had any problems using their services. recently around XX/XX/XXXX i tried withdrawing my money XXXX $ and till this day i can not because they have placed my account under review for no reason. i have tried contacting and submitting multiple ticket complaints but their customer service has not replied or fixed my problem. my money is inaccessible and im furious because i need that money to survive during this pandemic.
Company Response:
State: TX
Zip: 78228
Submitted Via: Web
Date Sent: 2021-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-09
Issue: Fraud or scam
Subissue:
Consumer Complaint: I've been with coinbase for almost a year and never had any trouble transfering money. A few months back coinbase asked me to verify my identity with a drivers license, ID or passport. I've tried to verify it about 70 times but each time without luck. It's been a few months since i've been able to withdraw or deposit money. Theres about XXXX in XXXX on this account. So i would like to be able to manage my account. The verification doest work, coinbase says that my date of birth doesn't match the one on my id, drivers license or passport. But it does. I've changed the information on my profile plenty of times and again without succes. Even got a new drivers license but without luck. Hopefully you guys can help me out. Kind regards
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-09
Issue: Fraud or scam
Subissue:
Consumer Complaint: I invested in XXXX and XXXX through Coinbase on XX/XX/XXXX in the amount of {$5000.00}. Apparently my account was hacked on XX/XX/XXXX. I have tried many times over last few years to contact Coinbase support but it is impossible to talk to anyone and their online support asks for information with an email that can not be replied to and they auto-close the ticket after a few days. This company is a complete scam/fraud with no customer support available.
Company Response:
State: CA
Zip: 90066
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-09
Issue: Other service problem
Subissue:
Consumer Complaint: This is the first occurrence of this issue. It is a urgent issue. XXXX I received a new coinbase account and then waited for my self to be authorized and I was 5 days later. Later on I am back to being on review XXXX. Case # XXXX. I got my account locked because I had no choice but to call coinbase. I have an amount of money which is increasing because of a positive growth and I have not been able to do what I wish with my own money. I tried to email many times and never did it fix the issues. Once I was aware of the fact that coinbase is not a trusted company and they have been doing this to many longtime customers then I would like to get my money while Im still in profit and get out! When I sent a long email addressing the issue for the 5th time I said I would contact CFPB and they responded the next day and unlocked my account but did not confirm it is my account. I sent in my drivers license, passport, health card and my face. Thank you!
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-09
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I lost access to an email that is used to verify access to the Coinbase Vault. I put in a support ticket on XX/XX/2020 and Coinbase has still not resolved it despite repeated attempts to cointact them. The one response I did get was about a month ago and say, " We can see your case is on the right track, thanks for your patience as our team works through the queue. ''
Company Response:
State: NC
Zip: 28105
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-09
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I have been contacting Coinbase since XX/XX/2020 to lift holds that have been put on my account. I am not given any information as to why my account is restricted, just with the following message - " Account Restricted You are currently unable to buy and sell crypto on Coinbase. Please visit https : //support.coinbase.com for assistance. '' When I visit the webpage and submit, they don't respond at all. I have more than {$10000.00} worth of money there and I can't sell/withdraw that money to my bank account. This is a repeated pattern and you can see them intentionally ignoring all the customer complaints at XXXX XXXX XXXX
Company Response:
State: WA
Zip: 980XX
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A