Date Received: 2021-01-15
Issue: Other service problem
Subissue:
Consumer Complaint: Hello On theXX/XX/20 I have tried to send 1 ethereum token from my XXXX XXXX telephone app to my Coinbase app. The Transaction was successful however I had sent the ethereum cryptocurrency via a BEP20 network and not what Coinbase accept to enter the fund into my Coinbase account. I can not access my funds whatsoever. The transaction is successful however I can not access my own funds. The crypto cuirrency can be released by Coinbase but they claim they can not. I have contacted them but there is no way to get my money back. I would like them to at the very least return my funds back to the same source they received the funds from ( my XXXX account ).
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-15
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/2021 I received an email from Coinbase Inc. that I needed to verify my identity on their website. I immediately followed the instructions and completed the verification successfully. Soon after I received an email also confirming that the verification was completed and I could use my account to invest. However, after logging in, my account was still blocked from making any transactions. I submitted a ticket and followed up twice on the status but after an entire day, I still haven't received a response. There is also no phone number you can call and speak to a representative. The only means of contact is email. Without any explanation my account has been blocked and I can not trade or withdraw my assets. The lack of responsiveness is also unacceptable.
Company Response:
State: NJ
Zip: 076XX
Submitted Via: Web
Date Sent: 2021-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-15
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I have attempted for more than a dozen times over 30 days every available means to contact Coinbase only to be advised regarding my concern, complaint, I will be contacted. Password resets are not replied to, nothing happens. Their only last resort phone line is an auto-reply to lock your account. Coinbase has effectively closed all forms of direct communication and only accepts the complaints without any form of reply other than an auto answer acknowledgement. There is no direct communication available. With $ XXXX of dollars locked up, it is infuriating. Imagine a Bank where there is no Branch, no phones, no ability to access your funds, and no one to complain to? You have no cheques, no proof the deposit exists, and no insurance. Would you ever deposit your money in such an account?
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-15
Issue: Other service problem
Subissue:
Consumer Complaint: My XXXX year old son died, unexpectedly on XX/XX/2017. In the process of dealing with his death and estate, I closed out his bank account. I noticed that he had made payments to CoinBase which I later learned was a company that sold and/or held virtual currency. I have tried, on three different occasions, to contact CoinBase through their website to find out the process to go through to get access to my son 's CoinBase account. I've not received any response from CoinBase even though their website says they have customer service to deal with matters such as mine. I have my son 's death certificate, the court authorization for me to act for the estate, a screen shot he sent to his brother the night before he died with his CoinBase account. He used an XXXX and we tried to get XXXX to unlock it so we could have access but they refused as part of their privacy initiative. I feel helpless and don't know how else to contact them and I'm hoping that contact from XXXX may get their attention.
Company Response:
State: WA
Zip: 98029
Submitted Via: Web
Date Sent: 2021-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-14
Issue: Fraud or scam
Subissue:
Consumer Complaint: Good Afternoon, On XX/XX/2021 I sent XXXX XRP which is the equivalent of roughly {$2000.00} USD to a digital wallet with Coinbase. The funds never arrived. The wallet address I used was correct, but the 10 digit destination tag was incorrect, 1 digit got cut off so only 9 made it onto the form and not 10. I have contacted both the sending platform and Coinbase. The sending platform confirmed this will need to be resolved on Coinbase 's end. Coinbase support responded to my ticket and told me this would take 4-5 to look into. Unfortunately, they are lacking in the customer service department. They have no service phone number, no live chat, and no means to contact them other than the support ticket. They have a small presence on platforms like XXXX and XXXX that are filled with complaints that 2-3+ months later, people 's tickets are still being ignored with not even a simple update being given. I have responded to the email chain asking for an update, and have received nothing. I have asked both their XXXX and XXXX pages for support, and received nothing. Though it has only been a week, the overall consensus from the user population is that there is no reason to trust their support times / processes / or to even expect a resolution. I am exploring all possibilities from SEC complaints, XXXX complaint, etc. The sending platform XXXX XXXX XXXX which does have a live support, confirmed the funds will be stuck in Coinbases wallet because the tag was incorrect, and that a simple re-route of funds should take less than an hour to figure out. Had it been reversed, and XXXX was the receiving party, they confirmed it would not take long to fix. The issue with the long wait times and reason I am submitting this complaint, is market volatility. I have no control to sell buy trade with these funds until Coinbases credits my account. Coinbase Case # - XXXX Transaction HASH ID - XXXX
Company Response:
State: CO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-14
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXX, I established an account with Coinbase and purchased {$1700.00} of ETH ( Etherium ) as an exploratory investment in Cryptocurrency. I established two-factor authentication, with a single-use code sent to my cell phone by text message. After successfully logging in a few times to monitor the investment, I encountered a notice stating that text messages were no longer being sent for authentication and that I had to use an authentication app. I opened an authentication app on my phone, and the app instructed me to open the account in question and take a photo of the QR code to synchronize the app with the account. I advised the Coinbase support staff of the problem, and, after some back-and-forth conversations, no progress had been made. On XX/XX/XXXX, at XXXX XXXX, I advised them to liquidate my account and send the balance to me either in the form of a paper check or by ACH deposit directly to my bank account. Following further back-and-forth emails, at XXXX XXXX Coinbase support advised me to stand by while they worked on finding a solution, and they promised to get back to me with a response through the original email thread. By XX/XX/XXXX, they had not responded ; so, I sent another email at XXXX XXXX in which I directed that the email be elevated to a supervisor. I stated that they had not followed through and that I was ready to take the matter to the S. E. C. They have not responded since the XX/XX/XXXX email. I want my Coinbase account closed, and I want the value of the account forwarded to me immediately. I opened this account as a personal account in my name. The individuals from Coinbase support do not provide their names.
Company Response:
State: NY
Zip: 146XX
Submitted Via: Web
Date Sent: 2021-01-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-14
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/2021 between XXXX and XXXX am, we transferred two amounts of XXXX from XXXX exchange to Coinbase Pro, so we could withdraw money to buy groceries for the family. Being forced to trade currency to survive since the US government has given up on America and we are all trying to survive after congress and their minions imported Covid from XXXX. We received emails from Coinbase proving our XXXX arrived into our correct account, where it also shows as a deposit. We have verified it has the necessary transactions to become available but has not been placed into our control, even 6 days later, preventing our family from buying food which we need. I emailed their support 2 times and no response after 6 days. No other support options. We want to remove all our money from coinbase but are afraid the money we have in USD will be stolen from us by Coinbase and not transferred to our bank, since this is the second time Coinbase has withheld our capitol from us without cause. We are seeking help from the government to help us get our money from Coinbase so they don't steal it as we are reading they are withholding many peoples money in reports on XXXX and other sites. Do we also need to file complaints and seek help with the SEC?
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-13
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: On XX/XX/2020 I used Coinbase and converted XXXXXX/XX/XXXX USDC to ATOM but only received {$2700.00} worth of ATOM. The exchange rate used was XXXX ATOM/USDC but that was wrong. The rate should have been XXXX ATOM/USDC because it was {$5.00} per coin when I exchanged it. I should have received XXXX ATOM minus the Coinbase fee but I only received XXXX. Transaction reference code XXXX. I have reached out to Coinbase a couple of times over a month ago but the only response I have received was a case number, which is XXXX.
Company Response:
State: UT
Zip: 84096
Submitted Via: Web
Date Sent: 2021-01-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-13
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Started transfer of funds from Coinbase to my bank account on XX/XX/XXXX and was told it would be done by the end of the day. It has been three days and I have yet to see the funds deposited into my account. I have since deposited more funds into the account and tried to withdraw them to see how long it would take and it has been two days since. There is not customer service line besides an automated voice that is only for compromised accounts. No other way to contact the company.
Company Response:
State: MI
Zip: 48430
Submitted Via: Web
Date Sent: 2021-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-13
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I USED COINBASE A XXXX XXXX BASED CRYPTOCURRENCY PHONE APP TO P URCHASE AND SELL VARIOUS CRYPTOCURRENCIES DURING XX/XX/2021. THE PROCEEDS FROM THE SELL OF THE CYRPTOCURRENCY TOTALS {$37000.00}. I HAVE ATTEMPTED TO WITHDRAW THESE FUNDS FROM MY COINBASE ACCOUNT TO MY CHECKING ACCOUNT. FOR REASONS UNCLEAR WHEN I ATTEMPT THE TRANSFER ..THE COINBSE APP GIVES ME AN ERROR MESSAGE ON THE SCREEN : {$0.00} AVAILABLE. THIS INSPITE OF HAVING A COINBASE ACCOUNT CASH BALANACE OF {$37000.00}. I HAVE EMAILED THEM TWICE ... .BUT HAVE NOT GOTTEN THE PROBLEM RESOLVED..AFTER SEARHCING FOR COMPLAINTS ON COINBASE ON THE INTERNET..I HAVE COME TO FIND OUT THAT THIS A COMMON PRACTICE BY COINBASE TO LOCK CUSTOMERS ACCOUNTS OR PUT A HOLD ON THEM FOR LONG PERIODS OF TIME ..PLEASE ASSIST ME IN THIS MATTER THANKS BEST XXXX XXXX
Company Response:
State: IL
Zip: 60615
Submitted Via: Web
Date Sent: 2021-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A