Date Received: 2021-01-13
Issue: Money was not available when promised
Subissue:
Consumer Complaint: For 4 weeks I have been trying to get my account unlocked. 0 response from Coinbase.com Here are the support tickets I've filed so far : Case # XXXX - Coinbase Pro says XXXX for Withdraw, and Trade blocked out even though payments are up to date Case # XXXX - Can not Sell, Convert, or Withdraw Crypto Case # XXXX - Coinbase Pro account can not withdraw, deposit, or trade! Please help! Case # XXXX - 4th Support Ticket -- No Response. I am reporting Coinbase Pro to the FTC 0 Response. They are holding my funds hostage, please help me.
Company Response:
State: NY
Zip: 125XX
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: 2021-01-12
Issue: Other transaction problem
Subissue:
Consumer Complaint: Hi This complaint is about COINBASE who are holding {$2900.00} of my money and refusing to credit my account with amount. I have requested several times for its return through creating a new transaction to return it from whence it came, the only response being an automated negative rebuff, although it does state they have my transaction. On the XXXX20 I sent the money to coinbase AFTER THEY GAVE ME A TRANSACTION ADDRESS to receive the money. I have checked this address and it is correct. I have contacted organizations who specialise in these matters and are able to assist coinbase to create new transactions to return monies owed, but state that although coinbase are able to help they are refusing with feeble excuses. Coinbase are able to help as they hold the key address. I have checked on line and there are many complaints of the same problem and coinbase are holding hundreds and thousands of Dollars belonging to customers and refusing to return the money. If they do not want to deposit the money in customers accounts then they should automatically reject and return the funds. Many thanks Mr. XXXX XXXX
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-12
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: COPY FORWARDED TO US SEC SECURITIES EXCHANGE COMMISSION ET AL URGENT - URGENT - URGENT - URGENT - URGENT WITH OUR FAMILY ( XXXX YEAR OLD MOTHER ) WELL BEING AND LIVES AT STAKE NOW!! TIMELY THUS IMMEDIATE GOOD FAITH SUBSTANTIVE REPLY DEMAND OF COINBASE AS OUR MONEYS ARE OBVIOUSLY CRITICAL TO OUR FAMILY 'S WELFARE, SURVIVAL, AND LIVES XXXX XX/XX/2021 - XXXX TO : Mr. XXXX XXXX , Coinbase CEO and Coinbase { NON or ANTI } " Customer Support '' FROM : XXXX XXXX , Investment Counsel, Certified Public Accountant, Juris Doctor , MBA Finance , BBA Economics ( new customer with approx. {$100000.00} entrusted to Coinbase ) RE : Coinbase stonewalling and flat out refusal to even reply at all in any meaningful good faith communication despite dozens of desperate pleas - all utterly bizarre and beyond belief CC : SEC ( US Securities Exchange Commission ) and other regulatory and enforcement agenicies of federal and state government Dear Mr. XXXX XXXX, Coinbase CEO and Coinbase { NON or ANTI } " Customer Support '', we are utterly stunned and shocked that coinbase effectively has ignored or stonewalled us when after a few months we have approx. {$100000.00} in your fiduciary custody and care. despite reaching out and pleading countless times coinbase has still stonewalled us. this is absolutely bizarre, unethical, and unconscionable. as noted previously, coinbase left us no choice but to reach out to regulators and enforcement authorities. this was in desperation as anyone would do. as such we contacted multiple agencies and others such as the US-SEC as noted here with their recent reply. this is coinbase 's doing and we have no other alternative as coinbase refususes to even communicate with us to date. beyond bizarre and beyond belief. please ask yourself what would you do it you had {$100000.00} entrusted to a company that plans to do and IPO yet fails to communicate with customers? again, please, why won't coinbase respond to our ongoing countless please for communication. all our communications are now being forwarded to the SEC et al as coinbase left us no alternative. please see SEC reply to us just now. we will continue working with SEC and other enforcement agencies. we can not in good conscience sit back and allow coinbase to abuse us and others and want to be a publicly traded and owned company. we strongly advise coinbase to reply in good faith to our now endless pleas and answer our simple common sense customer questions. this email also is forwarded to the SEC XXXX XXXX Attorney Office of Investor Education and Advocacy U.S. Securities and Exchange Commission www.sec.gov www.investor.gov XXXX thanks for nothing but stonewalling and utter customer contempt. XXXX XXXX XXXX XXXX TO XXXX XXXX FROM US-SEC TODAY Dear Mr. XXXX : Thank you for contacting the U.S. Securities and Exchange Commission ( SEC ). We appreciate the opportunity to review your concerns regarding XXXX. The SECs Office of Investor Education and Advocacy ( OIEA ) processes many comments received from individual investors and others. We keep records of the correspondence we receive in a searchable database that SEC staff may make use of in inspections, examinations, and investigations. In addition, some correspondence received by OIEA is referred directly to other SEC offices and divisions for their review. If they have any questions or wish to respond directly to your comments, they will contact you. Please note that Coinbase is not registered with the SEC. If you have not done so already, we suggest that you report your concerns about Coinbase to the Federal Trade Commission ( FTC ) and the Consumer Financial Protection Bureau ( CFPB ) for further assistance. Contact information for both agencies is shown below : FTC Consumer Response Center XXXX XXXX XXXX, XXXX Washington, DC XXXX Toll-Free Complaint Line : XXXX https : //reportfraud.ftc.gov/ # CFPB XXXX. XXXX XXXX XXXX XXXX, Iowa XXXX XXXX XXXX ) XXXXCFPB ( XXXX ) https : //www.consumerfinance.gov/complaint Once again, thank you for communicating your concerns. Sincerely, XXXX XXXX Attorney Office of Investor Education and Advocacy U.S. Securities and Exchange Commission www.sec.gov www.investor.gov www.twitter.com/SEC_Investor_Ed
Company Response:
State: IL
Zip: 60656
Submitted Via: Web
Date Sent: 2021-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-12
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I have an account at Coinbase ( coinbase.com ) that I used to buy Bitcoin. I want to liquidate my account. I had trouble logging on to my account and eventually Coinbase locked the account and will not reactivate the account or respond to any of my requests for help. I have had two people familiar with online accounts try to help me. I hired a lawyer to write a letter to them. I have called them and tried to contact their help desk, but they do not answer or help. I am XXXX, retired and would like to sell the Bitcoin so I can use that money.
Company Response:
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2021-01-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-11
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I have cash in my account. I want to withdraw it to my bank account. The site says only a fraction of the amount in my account is available for transfer. This has been the case for a week. It will not allow me to withdraw money that is clearly in my account.
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2021-01-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-10
Issue: Other service problem
Subissue:
Consumer Complaint: I locked my Coinbase account as a security measure to protect it as I could not login and could not reach customer service. I have submitted 3 total request to Coinbase over the course of the last 2.5 weeks starting around XX/XX/XXXX. I also tried emailing an address I found online ( XXXX ) on XX/XX/XXXX but that address only sends a bounce back message. This is a custodial wallet service through Coinbase with XXXX so they have verified my driver 's license and my address is tied to a bank account as well. I use Coinbase app on my phone and logged out at one point to reduce me checking virtual currency prices and possibly swapping/purchasing more. Since I am used to logging in with my fingerprint ( biometrics ) before on the my phone app, I could not remember my password. Unfortunately, I had setup a new more secure email just for Coinbase ( on XXXX vs XXXX previously ) that I do not regularly use, I could not remember my password for the email tied to my account to reset my password. In this situation where I could not access my account nor reset my password using the email tied to it, I felt it best to lock my account to secure it. Prior to doing this, I tried to see if I could call Coinbase customer service and realized that they had no LIVE customer service and only available through submitting requests. Searching online - it appears that Coinbase can take weeks and often months to respond ; simply google coinbase and XXXX or any combination you prefer or search CFPB website. This seems HIGHLY inappropriate for a financial firm not to have live customer service or one that responds within hours. I am used to XXXX XXXX or XXXX or a bank and being able to reach them on the phone in a matter of minutes. I would not except to wait for months to try to access a financial firm. If I knew that there is no customer service from a firm handling $ Billions in volume from the get go- I would never have used Coinbase. I appreciate help CFPB can provide dearly and thank you for all that you do. Have a nice week!
Company Response:
State: CA
Zip: 94002
Submitted Via: Web
Date Sent: 2021-01-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-09
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XXXX I made a withdrawal to my Coinbase BTC wallet! Coinbase crashes which is not my problem and I still have bot received my BTC! It is stuck in a pending state BTC is never stuck in a pending stage for two days. I have reached out to support with no response I have had two other small transactions go thru but this large sum transaction I am waiting on! This is illegal for a company to keep your money!
Company Response:
State: VA
Zip: 22191
Submitted Via: Web
Date Sent: 2021-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-09
Issue: Other service problem
Subissue:
Consumer Complaint: On XX/XX/2021 I attempted to remove my Bitcoin from my Bitcoin vault on CoinBase and transfer it to my XXXX XXXX so I can withdraw the money from my account. To withdraw the money you must approve the withdraw from 2 emails. My primary email allows me to approve the withdraw, but my secondary email will not allow me to approve the withdraw due to a glitch by CoinBase. The company will not reach out to me on this serious matter and they are holding my money with absolutely no help. They are holding XXXX of my Bitcoin that I invested in. This is an ongoing issue with CoinBase that was never fixed on their end. Im asking to be able to have my money restored to me appropriately and have CoinBase help me.
Company Response:
State: PA
Zip: 191XX
Submitted Via: Web
Date Sent: 2021-01-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-08
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Coinbase of XXXX XXXX has frozen my available cash. I can not withdraw available cash to deposit in my bank account. They are holding my money against my will. It has been over 10 days and I have received emails from showing my funds are available but they have them locked.
Company Response:
State: KS
Zip: 660XX
Submitted Via: Web
Date Sent: 2021-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-08
Issue: Other service problem
Subissue:
Consumer Complaint: I am writing in regards to my Coinbase Account. XX/XX/XXXX : I tried accessing my account had to reset my password. I could not get into my account after resetting my password. XX/XX/XXXX : I tried accessing my account again on XX/XX/XXXX and I was asked to submit my Drivers license and photo for verification purposes. After submitting these forms of ID right away ( XXXX ), I received an email that the company was unable to verify my ID information with my account. XXXX XXXX : I submitted my IDs again for verification and received the same response that they are unable to verify the information I supplied with my account. XX/XX/XXXX : I received an email from Coinbase Support XXXX and a case number was provided to me ( case # XXXX ). They say, " Our team is working hard to answer customer inquiries in a timely manner, but you may experience longer response times. '' I have read through any tips provided on the help sites to trouble shoot anything that could be related to the verification process, but have not been successful. Thank you for reviewing my complaint -XXXX XXXX
Company Response:
State: IN
Zip: 47401
Submitted Via: Web
Date Sent: 2021-01-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A