Date Received: 2020-12-25
Issue: Money was not available when promised
Subissue:
Consumer Complaint: no follow up. Coinbase XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX and all of them auto cancelled due to 48 hr window trying to move funds from a vault to the wallet. My email approved the transactions 2nd approver ( wife ) approved as well multiple times yet still no service, answer to my emails, costing me $ $ . Need a live coinbase rep and or resolution.
Company Response:
State: IN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-12-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-24
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I have XXXX USD sitting on Coinbase pro and I am unable to send the cash back to my linked bank. I logged a support request and they responded that they have no timeframe to resolve the issue In the mean time I have XXXX Locked up!
Company Response:
State: CA
Zip: 90505
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: 2020-12-23
Issue: Other transaction problem
Subissue:
Consumer Complaint: Greetings CFCB, I recently joined Coinbase on XX/XX/XXXX. I went through all the verification steps, provided ID, SS, Address, 2 part verification - email, sms and XXXX authetication and was approved. I made 3 trades using my bank to fund - 2 purchases of Bitcoin ( XXXX ) and 1 {$3500.00} purchase of XXXX ( XX/XX/XXXX ). They allowed those ACH transactions to process and my bank completed them. The next day, without warning, provocation or explanation - Coinbase set my account deposit and withdraw limit to {$0.00}. When I try to do wire transfers - I get a prompt of 'how to ' but cant actually select a wire as an option. I am locked out from adding to or withdrawing funds from Coinbase. This is absolutely unacceptable. They are de facto holding my account, my trades and my money hostage. I submitted a request to increase the limit multiple times and was denied. I tried multiple linked bank accounts all of which had limits set to {$0.00}. I filed a request to Coinbase to troubleshoot and only received auto generated email responses that took days to appear. I then filed a client complaint and they dodged this issue. I went on XXXX and XXXX requesting help - No response. There is no 24/7 support or call center number to talk to a human. I feel completely helpless. Ostensibly, Coinbase took my money and disappeared. Can you please help me and refer to all screen grabs. It's a lot of money for me and I do not know what to do.
Company Response:
State: DC
Zip: 20001
Submitted Via: Web
Date Sent: 2020-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-23
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Coinbase has a two part verification process. First its the password, then a verification code will be texted to your registered number. Well upon passing the first part, Coinbase never sends the second part. I have received a text for the two years j have been with them. Up until XX/XX/2020, I received those texts. Now no text and no access to my account. Which is crypto currency and I need that info for taxes. I have brought it to there attention and posted on their social media page. The got there attention. I was directed to a XXXX XXXX chat which I was fold it would be fixed. And also promised if I missed out on any earn capabilities I would be reimbursed. After three days of off and on chats. Today I come to find the chat had been closed and no resolution at all.
Company Response:
State: TX
Zip: 765XX
Submitted Via: Web
Date Sent: 2021-01-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-22
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I have bought Virtually currency worth several thousand dollars from Coinbase in their platform. They should then have provided access for me to use or transfer my purchases. However, after receiving my payments, Coinbase has closed my access to the account and not letting me using or receiving my purchases. They have added a statement on my account saying that " ... you have attempted to log in to your account from a country prohibited by law in doing Business ''. However, this is not true at all. I have only accessed their platform either from my home XXXX XXXX ) or office ( XXXX XXXX, XXXX. I'm also the only user of my account on their platform. It's worth mentioning that the purchases were also made via my account which was also verified by them. I have contacted them several times via their contact form, emails, and social media ( Twitter ) as well as by post. But I have received no response from them. After investigations on their social network accounts,XX/XX/XXXX, and etc, I have found a considerable number of complaints and negative comments about Coinbase that is attempting to take people 's money/purchases with untrue statements, and then ignore the people to provide any response to them. There are many similar cases that you can find them online who have been trying to contact Coinbase for months. This suggests that either the Coinbase owners are trying to make unlawful financial gain in any way possible, or their system has an error. But, if the latter, they should have provided an answer and investigated and resolved the issue, in particular, despite my several attempts to contact them. However, they did not respond, and in fact, because of their bad reputation online now and peoples ' comment, it looks that they simply take peoples money/property in any way possible for -unlawful- financial gain. This action is considered fraud. I'm now very stressed now and I can only hope that is not true, and problem can be solved soon. I have also, according to XX/XX/XXXX asked them for my data. This is not provided as well. I, therefore, kindly ask you to help me and investigate my complaint in this regard. Thank you in advance for your work and efforts. Sincerely yours, XXXX XXXX XXXX
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-22
Issue: Other service problem
Subissue:
Consumer Complaint: I have btc in a coinbase vault wallet and have been trying for weeks to get the links to authorize the withdrawal of funds to a regular XXXX XXXX but the links do not work have sent in several emails reached out on several social media platforms with no clear solution or honestly a clear response other than generic emails saying my issue is being looked at when the support case is initiated the latest case number I have is XXXX which I have also sent to coinbase support in XXXX
Company Response:
State: KS
Zip: 667XX
Submitted Via: Web
Date Sent: 2020-12-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-21
Issue: Other transaction problem
Subissue:
Consumer Complaint: In the middle of XX/XX/2020, I attempted to log into my account with Coinbase. It would not accept my password so I attempted to reset it. I had used my work email to set up the account, and since then, my company rebranded and changed out work email. This created an issue where I was not able to get the auto email sent to resent my password ( even though I had not changed my password and still have it ). I was unable to get ahold of Coinbase for assistance for 2 weeks. I ended up using the phone service to lock my account in an attempt to get someone to contact me. Finally on XX/XX/XXXX they did. They told me that I would need to create a new account, verify it, and then they would tranfer my balance to the new account once verrified. I followed all steps, going back and forth with them via email, to take care of all the tasks they asked of me. Once I had my account setup and verified, I never heard from them again. The last email i got from them was the XXXX of XXXX. I sent them an email on the XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, and again today the XXXX. I have yet to recieve a response. They were once very responsive but as soon as I had completed the steps they wanted me to take, I have yet to hear back despite my attemps to contact them. All I want is for them to finish what they promised to do and transfer my blanace to my new account so that I have access to what is rightfully mine.
Company Response:
State: OH
Zip: 43206
Submitted Via: Web
Date Sent: 2020-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-21
Issue: Fraud or scam
Subissue:
Consumer Complaint: I opened an account with Coinbase on XX/XX/2020. My account is verified ( see attached email ). Despite me having many emails and bank statements confirming my purchase of various crypto, none of coinbase confirmations contain my account number. I find this concerning and question the reasoning for this lack of basic account information in the event of a hack, how would they know how much was stolen and to whoms account? This basic information should be provided on each confirmation of crypto purchase. On XX/XX/2020, I attempted to get into my account. I was met with the following message : " Sorry your account is temporarily disabled '', Please contact support ( see attached ). Yet, they provide NO contact information! They lock you out, period. This Company have a very very very bad reputation, which unfortunately I became aware of after the fact, and have been reprimanded by the SEC for exactly the same kind of shady business culture. Many people I know are dealing with the same shady interference by Coinbase. I believe they are keeping our funds and skimming of the interest. An investigation into this companys business practices is warranted. Just go on XXXX, and the internet and you will see ALL the account holders dealing with the same issue, and coinbase refusing to contact them. Some people end up walking away because coninbase ignore all requests. It is disgusting that this company ahs been able to do this for so long. I contacted coinbase on XXXX, as their website do not provide any links to contact support. It quickly become clear, that coinbase had absolutely no intentions of trying to fix their issue. The rep was arrogant and rude. When I asked questions that required transparency, he was unable to, or chose not to answer. He lied, telling me 2 different reasons ; 1 ) A glitch, then 1 minute later changed it to Malware. I then asked him, are you telling me coinbase is not secure, he ignored me, this after telling me to calm down, as I was and remain angry that I am unable to manage MY account with MY crypto. I will hold these XXXX responsible ( it is their incompetence ) if I lose money, be it due to an increase or decrease in the cryptos value. It has been 3 days already, and they have done nothing, no status update, nothing. As you know, time is of the essence when dealing with crypto currency investments This shady company is costing me money. I need to be able to manage my account and various investments. They don't care, they play games with our investments. Either ay, they will cause me to loose money such is the Crypto investment if you fail to keep up on it/unable to manage it. Please find out what is really going on with this company, because it is not right what they are doing to many many accounts. XXXX XXXX.
Company Response:
State: FL
Zip: 33544
Submitted Via: Web
Date Sent: 2020-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-19
Issue: Other service problem
Subissue:
Consumer Complaint: I am very concerned about my Coinbase account. I have invested thousands of dollars into Bit Coin plus a sizable amount of cash exists in this account as well. On XX/XX/XXXX I noticed that the amount of cash was incorrect. There was a sizable additional amount of funds. On this date I got a call from my XXXX XXXX XXXX XXXX that an unauthorized amount of approximately {$19000.00}. XXXX was going to be transferred to Coinbase. I made sure not to approve it and to terminate said unauthorized Coinbase transfer. However coinbase actually had reflected that I already had these additional funds in my Coinbase account. I tried to contact CoinBase however they refuse to allow me to speak to a live person. Instead I was made to follow online prompts to disable my account. I received an email confirming my case. XXXX # XXXX. I tried calling a customer service line several times but no one answers and on. A recorded line indicated that if I felt my account has been compromised to press # 1 to disable your account after I did this the phone disconnects. Ive since attempted several calls during the last few days and the same thing always happens. Yesterday XX/XX/17 I was also sent an additional email indicating that : on XX/XX/XXXX my balance had increased due to a {$300.00} buy/sale # XXXX The trouble is, I never attempted any buys on XX/XX/XXXX. Furthermore their online prompts influenced me to disable my account and made me attempt to change my password. Its now Friday XX/XX/XXXX and I have been locked out of my account all week. I have no access and no clarity to see what is going on with the account. I was sent several emails over the week stating that my case was being researched by a specialist and they would get back to me in 4-5 business days. This experience is highly irregular and I have a sizable amount invested with Coinbase. I do not feel comfortable about it and have no idea what is going on or what is going to happen. This is no way to treat a customer who has over {$30000.00} invested with Coinbase especially after I have put my faith and trust in their service.
Company Response:
State: CA
Zip: 90272
Submitted Via: Web
Date Sent: 2020-12-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-18
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I received a message from coinbase saying that they think I logged in from XXXX and they asked for some identification. I provided my documents which shows that I am a XXXX citizen in the XXXX. They told me that they would review my account within 4/5 business days and they would get back to me. Five days gone and they dont even answer anymore. I read peoples comments with similar issues and I realised my funds could be locked away from me for ages. I hold just less that XXXX XXXX in my account and I have no access to them. The fact that they kept me uninformed is so frustrating and I would like to make an official complaint. Please help if you can. My case number with coinbase is XXXX. Thank you.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A