Date Received: 2020-12-05
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I have a Coinebase account. I have been unable to access my account after loggin in with my valid Username and Password. When I put in my 2-factor, 6-digit authenticator number, it keeps saying " Invalid number ''. Therefore, I can not get into my account. I have tried repeatedly to contact the company without success. When I call their number, I get a voice recording that directs me to their Help Page. When I go to the Help Page, it is very confusing, technical and basically useless. I leave messages asking for help but no one contacts me. I have about {$30000.00} in my account and I CAN NOT GET TO IT. I just want to get my money out and be done with this company but I can not get a person to help me either in a chat group or on the phone or by email. It's like a ghost company. There is no way to reach them. Please help. Thank you.
Company Response:
State: OH
Zip: 45255
Submitted Via: Web
Date Sent: 2020-12-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-04
Issue: Other transaction problem
Subissue:
Consumer Complaint: After a routine password change on XX/XX/2020 Coinbase is denying me access to my account, thus holding onto any initial investment as well as any subsequent earnings. I have tried to multiple times to verify my account and contact Coinbase support. I have also tried numerous times to verify my account to no avail. I have been unable to resolve my issue, or speak with a human. Not only will I lose any earning but I will lose my initial investment. All I want is access to my account. There is virtually no support at Coinbase and every email correspondence I've received from them has been computer generated.
Company Response:
State: MI
Zip: 48307
Submitted Via: Web
Date Sent: 2020-12-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-04
Issue: Other transaction problem
Subissue:
Consumer Complaint: I have opened an account with Coinbase on XXXX the XXXX,XX/XX/XXXX. At that occasion and for a couple of days I had full access to my account, which includes a second-step verification code sent by my phone. I bought currency, which I assume they have on " my wallet ''. I have the same phone and it works just fine. On XXXX the XXXX, when I tried to log into my account, the system confirmed having sent the code but the code never appeared on my phone. I tried it at least ten times before filing a ticket with customer service. XXXX never got back to me. There is a phone number to call but I made it crystal clear that I can not speak on the phone because I have hyperacusis : the phone background noise causes extreme pain. They must, according to the American Disability Act, contact me in written form. I tried contacting them through their social media ( XXXX and XX/XX/XXXX) then. They ignored my complaint. They have my money, they locked me out of my account and they refuse to solve the problem.
Company Response:
State: OK
Zip: 73119
Submitted Via: Web
Date Sent: 2020-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-02
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Amount : {$3000.00} is being held by COINBASE and the company will not respond to my request for support so that I can remove my funds and close my account with them.
Company Response:
State: VA
Zip: 22030
Submitted Via: Web
Date Sent: 2020-12-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-01
Issue: Fraud or scam
Subissue:
Consumer Complaint: I set up a Coinbase account a little over a year ago and was locked out of my account with around {$50000.00} and an open trade position on XX/XX/2020, which is a month and a half ago as of writing this complaint. When I first noticed the issue, I tried calling Coinbase customer support and found that it was a recording that tells you to submit a request through their website as there was nobody to speak with. I submitted a request through the website on the same day ( XX/XX/2020 ). The only message I got back was an automated email saying their team was working on the issue. After several days of hearing nothing back, I tried responding to the email and received another automated email saying the case was closed and if I had further questions to submit another request through their website. There was no explanation and no access to my money. I submitted another request and had the same experience. Since the date my access to my money was cut off I have submitted around 15 requests, tried contacting numerous times on XXXX, XXXX, XXXX, etc. and all of my attempts to contact them have been ignored. I did some research online and I was shocked to find thousands of other people who are experiencing the same thing as I am, as well as they have received XXXX requests in 6 months from FBI, ICE and other agencies according to XXXX XXXX and many other reliable online sources. This is a link to one of many articles that I found https : XXXX This is literally the worst customer service experience I've ever had with any company. This money was my life saving and I have had to pay my bills with credit cards as I have no access to my money. This has put me in a very difficult situation financially. It's almost XXXX and I have a wife and XXXX children.
Company Response:
State: FL
Zip: 34202
Submitted Via: Web
Date Sent: 2020-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-01
Issue: Money was not available when promised
Subissue:
Consumer Complaint: After having problems with Coinbase myself and reading online that many others have experienced a plethora of problems as well, I decided to sell all btc from my account. I did so on XX/XX/26. I was not and am still not able to withdraw that money off of Coinbase and send it to my bank. I sent an email to Coinbase which has not been responded to other than an auto-email. The app shows that I have USD in my account but when I hit the withdraw button it then says there is {$0.00}.
Company Response:
State: VA
Zip: 22314
Submitted Via: Web
Date Sent: 2020-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-01
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I have paid in {$5000.00} to Coinbase account on Friday XXXX XXXX. After purchase of Bitcoins the same day Coinbase locked my account and Im not able to convert my funds back to USD. No one I responding to me for over a week now.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-30
Issue: Other transaction problem
Subissue:
Consumer Complaint: Coinbase. I had XRP cryptocurrency in Coinbase Vault. When I try to transfer funds to the wallet so I could trade/sell it will not let me. I am able to click approval links in both my primary and secondary emails but only the primary email link registers. The secondary email link just glitches and says I have already performed this action yet on the vault details page it says the approval is pending. It has been 4 days with numerous attempts with no real reply whatsoever. They initially sent me an email to verify my ID ; which I did ; but since then have heard absolutely nothing. I need access to my money and they are obstructing access to my personal property. This is absolutely unacceptable to withhold customers money without even contacting us with any situation report. I am beyond upset about this and something needs to be done about Coinbase. Apparently they were having this issue 3 years ago and still to this day have not fixed it. This is either extreme laziness and contempt for their customers or its criminal.
Company Response:
State: DE
Zip: 19709
Submitted Via: Web
Date Sent: 2020-11-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-30
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I opened an account with Coinbase, Inc., several years ago. I used that account to purchase and sell digital currencies such as Bitcoin. It has been some time since I last accessed my account. When I tried to gain access to my account over one week ago, Coinbase locked my account presumably because of an issue with the authenticator application. My authenticator application that was once linked to Coinbase was disconnected. For me to reset my password and gain access to my Coinbase account, Coinbase 's online instructions state that I must log into my account and link my authenticator application through the Coinbase settings. But this process is circular and leads me to a dead end. I need the authenticator to provide me with the code I need to log in, but the authenticator will not work until I log into my account. Coinbase does not have live support. I have emailed their helpdesk multiple times and nobody has reached out either by email or telephonically. This is important because I have deposits in that account and Coinbase 's inability to respond and get me the help I need to gain access to my account is unacceptable. Coinbase should not be serving consumers if it does not have the infrastructure to provide timely account support. I may have lost significant amounts of money due to my inability to log in and find out about the status of my cryptocurrencies, which as one might expect is a volatile investment.
Company Response:
State: CA
Zip: 91606
Submitted Via: Web
Date Sent: 2020-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-29
Issue: Other service problem
Subissue:
Consumer Complaint: I have attempted to verify my identity several times with Coinbase and the system has repeatedly rejected my identity verification. The verification requires that a person submit a scan or pictures of the front and back of a photo ID and a webcam photo of themselves in real time. I have submitted approximately 10 verification photos and ID uploads from XX/XX/XXXX thru XXXX XX/XX/XXXXI have submitted multiple help tickets with coinbase trying to resolve the issue and all of my attempts have resulted in no solution. Coinbase has made no attempt to assist with a resolution to the problems with my account and has refused to accept my ID verifications and has provided no alternative method for me to access my account, buy or sell my digital currency. In essence, coinbase is holding my money and personal data hostage and committing consumer fraud.
Company Response:
State: CO
Zip: 816XX
Submitted Via: Web
Date Sent: 2020-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A