Date Received: 2021-01-02
Issue: Other transaction problem
Subissue:
Consumer Complaint: Coinbase Vault.The co-signer email address in my Vault never gets the email to approve my transfer. That email does get emails. I got one from Coinbase on XX/XX/2020. Have tried this transaction numerous times prior to this date with the same outcome. No way I can find to change my second email. In my world I have money in a vault that I can not access. How can I do this? I am really frustrated and getting ready to escalate this in any way possible to get my money so I can use it as I want. Have sent this more than once with no response outside of a Robo email.
Company Response:
State: CA
Zip: 95476
Submitted Via: Web
Date Sent: 2021-01-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-02
Issue: Other service problem
Subissue:
Consumer Complaint: Compaint is for coinbase.com Case # XXXX I have an account on coinbase for 3 years. As you are able to check the last three months virtual coins went alltime high. I was trying to verify my mail address as coinbase asks with my bank statement. For no any reason or explaination they freezed my ability to sell or buy and as a result of it I lost over XXXX usd which was very important to me. I want to be honest and tell you that prices went higher than the time I decide to sell but at the time that I decide to sell the price was XXXX usd. When I tried to sell and cashout as I was doing all these three years, a message appears that I was not able to do anything in my account and to contact coinbase. I cantacted them 7 times at the last 20 days but no one came back to me. Every time I am receiving back an automate email which says : ''Please accept this email as confirmation of receipt of your complaint. We will review your complaint and you will receive a response from the Customer Complaints Officer within 15 business days. If for any reason we require an extension, we will notify you as soon as possible. '' As a result of it I lost savings of this year which as you can understand are very important for my family as a result of covid19 economical situation worldwide, but anyway I lost them without any reason, any fault of mine or anyone to explain me why.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-01-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-02
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: Because I have disabled my Coinbase account because of the hack I do not have access to exact dates, numbers, however I can express my actions. In late XXXX it seemed the first initial hack. Since then it is believed that XXXX has been taken from my crypto sent to the same crypto address. I emailed coinbase about this and then decided to disable my account while I await further response.
Company Response:
State: TX
Zip: 76226
Submitted Via: Web
Date Sent: 2021-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-01
Issue: Fraud or scam
Subissue:
Consumer Complaint: It started with a solicitation through discord that BTC was available through redemption Then I was informed that I would need to activate the account, then activate a separate cryptocurrency account, pay an unknown federal tax, then deposit additional funds to pay another exit tax The dates are below XXXX First send of XXXX BTC XXXX " Premium '' Account Activation fee of XXXX sent XXXX First attempt to pay " Federal Tax '' of XXXX sent XXXX Second Attempt " Federal Tax '' amount XXXX sent XXXX Third Attempt XXXX XXXX Fourth Attempt XXXX XXXX The freeze is allegedly lifted with a payment of XXXX XXXX First attempt to pay exit fee XXXX BTC XXXX Final attempt to pay exit fee XXXXBTC I am then informed that there needs to be another deposit made on XX/XX/2020 Complaint is subsequently filed
Company Response:
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2021-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-01
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: On XXXX XXXX, I was transferring assets from my account on Coinbase to my hardwallet. I successfully transferred some funds and these transactions were validated via my drivers license and webcam photo. While I was in the midst of this process, I received the following email : Hi X, As a security precaution, your withdrawal of XXXX XXXX on XX/XX/2020 at XXXX PST has been delayed for 72 hours to make sure you authorized it. You can view the withdrawal at Coinbase.com. If you did make this withdrawal, no action is required. The withdrawal will automatically be completed in 72 hours. In my account, it indicated that I could avoid the delay if I re-authenticated, which I did, uploading my license multiple times as requested and allowing the webcam to validate with my picture. They then disabled my account. When I contacted support, I received this email. Hi XXXX, Thanks for reaching out. Having investigated the issue, we are working with a specialist to address it properly. We will follow-up with you as soon as we have an update. Thank you for your patience. Kind regards, Coinbase Support ref : XXXX : ref Subsequent efforts to contact Coinbase return this response : We received your inquiry, and because you've previously written in about this same issue, we're consolidating your cases into this email thread. We've passed all new information on to an account specialist who is reviewing your case they'll reach out to you here ( review generally takes 4-5 business days ). All future questions about this issue should be directed to this email thread so that our account specialist can better support you. Thanks, Coinbase Support I have received no further contact nor information. There is no means to call the company unless I have suspected fraud ( which I guess I do - but by coinbase! Not someone else ) 10 days have now passed and all my efforts return nothing but a message that my account has been disabled. I have read online that this is a frequent ploy of Coinbase and I am concerned that I will never get my access returned and they will appropriate the assets in my wallet for their own gain. Please help! The Case number they assigned it is Case # XXXX. Thank you!
Company Response:
State: NH
Zip: 03801
Submitted Via: Web
Date Sent: 2021-01-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-31
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Hello CFPB, I am writing to you because I have not received any satisfactory resolution from CoinBase for 3 months. I currently have around XXXX in funds which have been 'locked ' on CoinBase with no explanation. All of my account information has been verified and there are no informed locks on my account. For the last 3 months, CoinBase have not co-operated in finding a solution to this issue. I have contacted CoinBase many times regarding this on multiple different platforms. All of my support cases get ignored, closed down as completed without response or I am provided with answers which provide no solution. I can see from CoinBase support pages that there are thousands of new cases being created of a similar nature every day, on support pages such as XXXX.XXXXXXXXXXXXXXXXCoinBase. It is an incredibly frustrating situation and I do not know how I am going to get this resolved without contacting an organisation such as yourself. I believe that this needs urgent investigation, not only for my XXXX but for other business and individuals falling victim to CoinBase 's non-existent support and in-turn suffering significant financial implications. My business has had to take out a XXXX loan to cover the money that has been locked on the business account. My business has also had to cover significant 'Exchange Fees ' to convert the Bitcoin to XXXX to prevent unwanted fluctuations in the value. Here is a list of the cases that I have created with CoinBase 's support system. I have received responses on very few of these case ID 's and none of the responses have resolved my issue. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Regards, XXXX, XXXX XXXX
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-31
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: *I am able to prove identity with my state identification and a selfie video, birth certificate and social security instruments as well as same phone number I have on file with them* Hello, I registered an account with Coinbase in XXXX of 2020. Email XXXX phone number ( XXXX ) XXXX XXXX enabled from XX/XX/XXXXdevice where phone number was assigned to Mid XXXX I deposited {$500.00} into a Bitcoin atm in XX/XX/XXXXMichigan to my Coinbase Bitcoin wallet address. In XXXX my girlfriend and I split up and she stole my device and hacked everything that I used to register with my account. I have no access to anything I created my Coinbase account with, nor the device itself. I made contact with support team in XXXX through a different email I no longer have access to. Coinbase wanted me to send a selfie video from the device 's IP address.I explained in XXXX the problem from a different email was that my device is stolen so I don't have the same devices IP address, only the phone number. I made the complaint about that and never herd anything back. I have made one last attempt to email them from ( XXXX ) in an attempt to gain access to my trust account. Please, please help resolve this issue for me. Please I really need my money right now more than anyone. Thank you, XXXX XXXX XXXX *I am able to prove identity with my state identification and a selfie video, birth certificate and social security instruments as well as same phone number that I have on file with them*
Company Response:
State: MI
Zip: 49424
Submitted Via: Web
Date Sent: 2020-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-28
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: Hello, Since few days my My account coinbase is retricted, I try to ckeck control Identity but Don't work and Coinbase don't respond to my case, so I can do nothing with my account ; I don't unstand why? eveything work fine before. this one of my case number open to COINBASE : XXXX. can you help me to fixe my issue please. thak you best regard.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-28
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I have an account with Coinbase ( for 3 years ) where I buy and trade Bitcoin as an investment opportunity. I have funds locked in a Bitcoin XXXX that need to be moved to my Bitcoin wallet ( part of their normal security process ). There are multiple layers of security and 2 email addresses are required. One of my old email addresses is no longer active so this is preventing me from receiving an authentication email to get my funds. Coinbase no longer has a phone line for customer service ( I assume due to covid ) so email is the only customer service available. I first emailed them about this problem XXXX, receiving a generic email thanking me for contacting them and someone would be in touch soon. I waited one week, heard nothing, email again -- same generic response back. Emailed again every day from the XXXX. Finally on XX/XX/XXXX I get a response saying the only way to fix this is to have them move the funds to my wallet, delete the vault, and then I could create a new vault and be back in shape. They sent a link asking me to verify my id ( send phot of drivers license ) which I did. On the XXXX I get the same email asking me to verify again which I did and got confirmation that it was verified. Today ( XXXX ) they email me saying if they don't hear from me my case will be closed due to no action on my part. BEYOND FRUSTRATING that my investment money is locked with no access and their lack of customer service is causing me to loose money every day as the Bitcoin market fluctuates like a stock price. Amazing that this company wants to go public with an IPO and yet has virtually no level of customer service when funds are locked and unacsessable. XXXX XXXX ( XXXX ) XXXX XXXX XXXX
Company Response:
State: AR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-12-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-25
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2020 I was logged out of my Coinbase Pro account on the app on my phone. When I attempted to login I was prompted to input a code from an authenticator application. I dont recall setting up any Coinbase credentials on any authenticator app or if I did its no longer available on any of my apps. I submitted a ticket so the Coinbases support team to assist with resetting my authentication method. Upon receiving my ticket, the Coinbase specialist disabled both New York Coinbase and Coinbase Pro accounts, logging me out and locking me out of one account that I had no issue accessing and locking me out of the account I needed assistance with the authenticator. After submitting the information requested by Coinbases specialist the specialist promptly restored my accounts however did not assist with my authentication issue. After I sent a follow up email to the specialist, the specialist immediately disabled my account again and stopped all further communications and work on my ticket. The specialist also refused to close the ticket so another specialist could be assigned to a new ticket. Both my accounts have been disabled for over six days and I have not received any communications from the specialist or any one else working on my issue in over 72 hours. Coinbase support team represented multiple times that my account issue would be resolved in 4-5 days, however its been over six days and I havent even received an update. After searching a few minutes on the public Coinbase help page I found the solution to my original problem described in my ticket. I sent the details and a link to the page to the support analyst who ignored my email despite providing the solution and continued to hold my account and funds XXXX by refusing to restore the account. As of today, XX/XX/2020, Coinbase has illegally been withholding access to my accounts for over six days without any justification especially with respect to their decision to restore and then subsequently disable after following up requesting assistance with the reason I submitted a ticket. My accounts total in excess of {$54000.00}. Coinbase in its own policy represents that is has no title to assets held by other individuals, and is illegally withholding my assets and money from me without cause.
Company Response:
State: NY
Zip: 115XX
Submitted Via: Web
Date Sent: 2020-12-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A