Date Received: 2020-09-21
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XXXX approximately XXXX XXXX I attempted to log onto my Coinbase account from my laptop computer. The process includes a 2 step verification in which they send your phone an sms message. During the log in the code they provided did not work. I tried to log in again and the same thing happened. I was prompted to change the password. After changing the password I became locked out of both my mobile account and the laptop I was trying to log in with. I then tried contacting coinbase through their chat which seems to be completely automated and run by a robot only. I then tried to call to speak with a person only to find the number is solely for compromised accounts and you still can not talk to an actual person. I then contacted support through an email in which they replied they would look into it. I then had to complete a recovery process. After completing the recovery process I was then told it could take 48-72 hours to reinstate my account. In the world of stocks and crypto that amount of time is unacceptable. I have now been forced to watch my money plummet well over XXXX dollars with no way to access my portfolio or sell what I do have to prevent further loss. Due to the fact they have blocked me out of my own account all I have are screenshots of where my account was at approximately XXXX XXXX on XXXX. I have bank record of money invested and if they ever open the account back up I can provide all the transaction history.
Company Response:
State: PA
Zip: 15317
Submitted Via: Web
Date Sent: 2020-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-19
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: OnXX/XX/XXXX there were unauthorized transactions with my Coinbase and Coinbase pro accounts. I immediately reached out to Coinbase to have my accounts locked. Ive since contacted them following all procedures to regain access to my account showing Ive taken all security measures but theres no luck. Theres no customer support and theres no live agent whatsoever. I really need to gain access to my accounts I still have funds remaining. Case # XXXX Any transactions made on XX/XX/XXXX or after is fraudulent. My last transaction was a deposit to my Coinbase pro account prior toXX/XX/XXXX for {$500.00}. When I logged into my Coinbase accounts before disabling because of the unauthorized transactions I still had some remaining digital currencies that Ill like to access. Please allow me to access my accounts and have someone reach out to me to get this resolved. Thanks
Company Response:
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2020-09-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-19
Issue: Fraud or scam
Subissue:
Consumer Complaint: Coin base Closure Email- https : XXXX Closing too many accounts error-https : XXXX Unable to send BTC error- https : XXXX XXXX have used Coinbase for a few years now. About 7months ago, i made a transaction of over XXXX from an external wallet into coinbase. BAD IDEA!! After a few days going by i then checked the funds and tried to send a portion elsewhere. OH NO! It said sending and selling was XXXX ....!! I thought, maybe its a little issue, and coinbase would sort the issue. There was NO phone number to ring, support is useless. I waited 7days+ everytime for a response from a bot saying case closed. XXXX XXXX!! 7months down the line and me constantly putting in tickets, they decide to close my coinbase account.. No idea why, But they have closed it. I got another email stating to follow the instructions ; log in and withdraw to an external wallet. ( account has to be XXXX before closure ). I put in another wallet ID, do my authenticator.. and it says again, sending XXXX?! i keep trying and then it says " You are closing too many accounts, please try again later. " There is no hope with this company.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-16
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I have bought and sold crypto on XXXX for over a year, not large amounts most under 3k at any time. I have never had an issues withdrawing from my account. I sold bitcoin two days ago and can not get m y money back to my banking account. I have been verified the whole time my account has been open and never had a issue. I have emailed and can not get a clear answer or one that makes sense. I would like to withdraw my money to may bank.
Company Response:
State: CO
Zip: 805XX
Submitted Via: Web
Date Sent: 2020-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-15
Issue: Other transaction problem
Subissue:
Consumer Complaint: Hi My name is XXXX XXXX XXXX.and I have got some issue here related coinbase funds withdraw. I have started total 2 withdraws on XX/XX/XXXX, which is amount {$3100.00} reference number : XXXX, and amount {$5400.00} reference number : XXXX to my XXXX XXXX XXXX account.i can see the money did hit my account, and have been posted.BUT the exactly same amount of money been DEDUCTED from my account by coinbase at same time.which means I didnt receive the money I mean to withdraw either in my bank account nor coinbase wallet.i have try to contact coinbase for this matter in past 15 days and havent got satisfied answer, the problems remain unresolved! i DEMAND coinbase to take it serious as this is quite big money for me! please understand my problem here and give me the solutions!
Company Response:
State: CA
Zip: 94530
Submitted Via: Web
Date Sent: 2020-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-14
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I have got some issue here related funds withdraw from coinbase. I have started total 2 withdraws on XX/XX/XXXX, which is amount {$3100.00} reference number : XXXX, and amount {$5400.00} reference number : XXXX to my XXXX XXXX bank account.i can see the money did hit my account, and have been posted.BUT the exactly same amount of money been DEDUCTED from my account by coinbase at same time.which means I didnt receive the money I mean to withdraw either in my bank account nor coinbase wallet. I have try to contact coinbase for this matter in past few days and havent got satisfied answer, the problems remain unresolved! i DEMAND coinbase to take it serious as this is quite big money for me!
Company Response:
State: CA
Zip: 94530
Submitted Via: Web
Date Sent: 2020-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-09
Issue: Other service problem
Subissue:
Consumer Complaint: Dear Coinbase, Yes, you responded to my complaint filed with the CFPB # XXXX but what you said is not accurate. To the point, I have responded to you at your help support page at least 20 times now and I never get a response from you. You say your response is listed as case # XXXX but on your page there is no way to access that case. You have no live person to call to help me regain access to my account which given your standing in the crypto field is out of line with the normal way of doing biz, wouldn't you agree> So will you provide me with a number for you to call so that I may speak with a real person about this, regaining access to my account since nothing else is working?
Company Response:
State: GA
Zip: 305XX
Submitted Via: Web
Date Sent: 2020-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-08
Issue: Other transaction problem
Subissue:
Consumer Complaint: I have a total of {$880.00} sitting in my Coinbase account. I bought and sold XXXX which is XXXX. I want to transfer my money out of my Coinbase account back to my checking account. They froze my funds. I don't understand how they could do this. I emailed them many times and they are giving me the run around saying that that they can't allow a transfer because of security issues. I feel they are saying this as an excuse to keep the money. Please help me with this situation. Attached you will see a copy of the email they sent me saying the funds can't be transferred out of Coinbase and another attachment showing a snapshot of my back office showing my available balance. And a description of the amount that says it is unavailable to transfer out. I feel they might be trying to keep the money. I was unaware that this thing could happen.
Company Response:
State: CA
Zip: 91201
Submitted Via: Web
Date Sent: 2020-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-07
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: On XX/XX/2020 I opened an account with coinbase.com. I transferred money into this account from my XXXX XXXX savings account. I made 5 transfers from my XXXX account to coinbase on the following dates. XX/XX/XXXX, transaction 1 - {$9900.00}, transaction2 - {$150000.00}, XX/XX/XXXX, transaction3- {$17000.00}, XX/XX/XXXX transaction4 - {$9000.00} and finally XX/XX/2020 for {$25000.00}. Afterward their wait time, I transferred money to an offline account as I do not trust the security of online companies like this to hold my money. I completed all of coinbase 's verification steps to validate my identity with my Florida drivers license, an updated self photo and setup 2 factor authentication on my account. On XX/XX/XXXX, while attempting to transfer bitcoin to an offline wallet, I received an indication that my account is restricted. I filed a complaint with their support department, but the only response they have given is that my account is not eligible for review until XX/XX/2020 and also stated that they can not elaborate on this decision. I have emailed them back and informed them this is unacceptable and to call me at the telephone number listed in my account but communication from coinbase has ceased and I have not received any other communications.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-04
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I purchased XXXX ETH on Coinbase on XX/XX/2020. When trying to transfer that same sum of Ether out of my Coinbase wallet and into my own personal wallet, my funds were unexpectedly withheld for undisclosed " security '' reasons. Even after completing two-factor verification for the transaction, I received a message saying " A withdrawal from Coinbase is being delayed as a security precaution. '' The status of my transaction being displayed as " WAITING FOR CLEARING ''. My funds are gone from my account, but they're being withheld without any ETA or explanation. Coinbase support has been useless.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A