Date Received: 2020-08-14
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I used a company called Coinbase to purchase {$100.00} of bitcoin back in XX/XX/XXXX. Bitcoin was trading around XXXX when I purchased it. After a couple weeks it more than doubled and there was almost {$300.00} in my account. This is when everything started to go wrong. They literally will not let me cash my money out. I have transferred my Bitcoin to the " XXXX XXXX XXXX '' as instructed. They approve the withdrawal and then ask for documents to confirm identity. Every time I would submit documents to finally get the money there would be unknown errors and other issues with the technology. Ive tried by cell phone and personal computer. It was very easy to submit these documents when I deposited the money. I have send dozens of emails and called the number which no one has ever answered. The email responses are automated and are unhelpful. On Wednesday, XX/XX/XXXX, I tried to submit another request to get my money and close the account. I again transferred the money and submitted withdrawal requests. This time I sent a nasty email that said to close my account and give me the money I just withdrew. I received a response that just said, " we closed your account ''. So now my account is closed. I have no access. My money is still in there. They are ignoring all my additional emails and cries for help. This company is the most unethical banking organization I've ever dealt with ( which says a lot ). These evil people only help when you want to deposit money. Everytime I try to withdrawal there is an error.
Company Response:
State: PA
Zip: 156XX
Submitted Via: Web
Date Sent: 2020-08-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-13
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: Transferred {$500.00} to Coinbase and the funds were taken from my bank account. Coinbase is refusing to allow me access to the funds and it has been three years. Coinbase is claiming that they have reversed the funds to my bank. I have evidence that the funds were never returned to my bank, but Coinbase refuses to view the evidence. I now have to take them to court to even get a reply from them.
Company Response:
State: GA
Zip: 30062
Submitted Via: Web
Date Sent: 2020-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-11
Issue: Other transaction problem
Subissue:
Consumer Complaint: I have an account on Coinbase.com holding some crypto currency assets in their " Hosted Digital Currency Wallet ''. Coinbase decided to disable my account with no notice by any communication channel ( email, text or phone call ). I requested their support team to fix the problem with my account, and followed all the instructions they provided, and I provided them with all the information required ( copy of my ID, and a bill as proof of address ). After more than three weeks waiting, they haven't reinstated my account yet and they are ignoring my messages, they failed to provide an ETA or any information on why my account was disabled in the first place. They are holding my crypto assets and preventing me to sell them and recover the money, causing some financial harm to myself. So far, the timeline of my interaction with Coinbase has been : -> XXXX, XXXX XXXX : I opened a case ( # XXXX ) with their support team to get my account re-enabled. -> XXXX, XXXX XXXX : I received a contact requesting to upload id photo and a bill showing my address. -> XXXX, XXXX XXXX : I finished uploading the requested documents to their tool. -> XXXX, XXXX XXXX : I contacted them through the email for the support case confirming that I completed the uploading the day before, and asking for an ETA on when they could review the documents and enable my account. ( no response received for this ) -> XXXX, XXXX XXXX : Seeing that I received no response in 2 days, I opened another support case ( # XXXX ) to ask for the status of the existing case. -> XXXX, XXXX XXXX : I received a response ( automated ) saying that given that I have another case open ( # XXXX ) they were merging both cases. -> XXXX, XXXX XXXX : I received another email ( automated ) saying that my case # XXXX has been escalated, and that it would 4-5 business days. -> XXXX, XXXX XXXX : I replied to the last email asking for more details about what " escalated '' means and asking more details about why my account was XXXX in the first place. ( no response received ) -> XXXX, XXXX XXXX : I sent another email asking for the state. It's been more than a week ( 5 business days ) and got not response or update on the case. ( no response received ) -> XXXX, XXXX XXXX : I sent another email asking for the state again. ( no response received ) -> XXXX, XXXX XXXX : I sent another email asking for the state again. ( no response received ) -> XXXX, XXXX XXXX : I sent another email asking for the state again. ( no response received ) -> XXXX, XXXX XXXX : I decided to open a new case ( # XXXX ) after receiving no response for the previous 5 emails in 2 weeks. The case has been open now for 17 days with no information nor resolution. -> XXXX, XXXX XXXX : I received an automated email saying that my case # XXXX was merged with the existing one # XXXX. No other reply -> XXXX, XXXX XXXX : I sent another email to the case # XXXX asking for information, and an ETA to resolution. ( no response received ) -> XXXX, XXXX XXXX : Seeing that they ignore emails and only reply to new cases, I opened a new case # XXXX to ask for the status of # XXXX. -> XXXX, XXXX XXXX : I received an automated email saying that my case # XXXX was merged with the existing one # XXXX. -> XXXX, XXXX XXXX : I received an automated email ( exactly the same as XXXX, XXXX XXXX ) saying that my case has been escalated. -> XXXX, XXXX XXXX : I replied to the previous email asking for more information. ( no response ) -> XXXX, XXXX XXXX : Sick and tired of not being able to get any information from them, I opened another case # XXXX. No reply at all has been received for this last case as of XXXX.
Company Response:
State: WA
Zip: 98107
Submitted Via: Web
Date Sent: 2020-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-11
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: I had a Coinbase account since XXXX. I purchased Bitcoin. I had a small balance in my account of approximately {$2000.00}. On XX/XX/XXXX, when Bitcoin was increasing in value I transferred {$4000.00}. from my XXXX XXXX Account into Coinbase to purchase more Bitcoin.This transaction occurred in XXXX. I have all of the supporting documentation for this transaction. Towards the end on XXXX I tried logging into my account to check my balance and I could not get into my account. I was locked out. I called Coinbase and found out I had to email their support team. I became frustrated because I could not access my account and they were not helping me with their reply emails. Nothing was working and some emails Coinbase sent to me appeared to be generic emails. Coinbase then, after about 15 emails at this point, alerted me to the fact that I couldn't get into my account because a transaction from my XXXX account for {$5000.00}. was reversed. Thats when I really became alarmed because I did not make any transactions with my XXXX account and alerted them that I thought my account may have been compromised. I then got an email back with a link : https : //www.coinbase.comXXXX I was told that the resolution to my issue was to click the link and deposit {$5000.00}. into my account to gain access. This did not make sense. I felt fraud may have occurred on my account and I was told after 15 emails back and force to put more money into my account. Had I taken the recommendation of Coinbase I would have lost even more money because my account had been compromised. Coinbase would never take a call from me, even though on their website they do list a number for possible fraudulent activity. This is a deceitful way of doing business because they make it seem like if there is a fraud problem you can speak to someone. There is only a recording on that line. Therefore, rather than take their instructions to put more money into my account I closed my account because putting more money into my account in order for me to access my account made no sense -- especially if criminal activity had occurred. And further, Coinbase was telling me to do something that would expose me to more theft. This was their solution. That is negligent for a company to ignore my pleas for help with a possible compromised account and direct me to put myself in a position to loose more money. I later found that my account had been compromised and criminal activity had taken place. I was able to get the blockchain address where the money in my account had been transferred to. It was confirmed by the police report that I filled that the blockchain address where the money that was cleared out of my account was the address of over 2 Million dollars in stolen funds. It was not until XX/XX/XXXX, two months later, that I was able to find out what happened to my account. I have over 80 emails back and forth that I will send to you for documentation. I pleaded with Coinbase to call me and alerted them that criminal behavior was most likely taking place because I was frozen out of my account. When I finally got access to my account by having to set up a new account with a different email that I learned all of my money was moved out of my account in XXXX, and that was why I couldn't get access. Coinbase made a point to tell me they take no responsibility and security is up to me. I had security enabled on my account and they made no attempt to help me, and delayed me 2 months for finding out what occurred. And recommended a solution that would have resulted in even more money lost.
Company Response:
State: GA
Zip: 30076
Submitted Via: Web
Date Sent: 2020-08-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-11
Issue: Fraud or scam
Subissue:
Consumer Complaint: Hello, I have XXXX 1 month trying to send my bitcoins to another wallet or withdrawl my money thanks to coinbase I lost XXXX, I just want my money or send my bitcoins to another wallet, They didnt answer me anymore.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-10
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: Multiple transfers were made on coinbase.com as well as coinbasewallet 1. I transferred about XXXX $ usdc to link coin to my coinbase account. Nothing showed up, says the transfer went through but I dont see the funds in my account 2. I transferred bzrx token to usdc and I never received that either. Transaction said it went through but I dont see anything in my account. 3. I transferred XXXX of BZRX to ETH on coinbase wallet and it also said the transaction was a success but when I check my funds nothing is there?! Ive contacted coinbase support multiple times about this issue and I still have not received any type of help at all. This has been ongoing for 3 weeks now
Company Response:
State: CT
Zip: 06810
Submitted Via: Web
Date Sent: 2020-08-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-09
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXX I was transferring digital currency called Basic Attention Token BAT from my Coinbase digital wallet back to my Coinbase Pro account. The XXXX BAT never reached my Coinbase Pro account. In fact there is no record of the transaction anywhere I could find. I made transfers of other digital assets before and after the disputed transaction without issue. I have made multiple formal complaints to Coinbase requesting my account be credited the XXXX BAT valued at approximately {$460.00} usd at the present moment I'm drafting this. They provided me with a " canned '' response on XX/XX/XXXX. Their response addressed none of my issues nor did it provide a explanation of where my digital assets went. I again filed another formal complaint on XX/XX/XXXX for the same exact issue and have yet to receive a response. In researching Coinbase they have a documented history of ignoring and or not resolving customer complaints. While {$460.00} isn't a large sum of money it's unacceptable that they will provide no documentation or explanation as to where my digital assets are.
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2020-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-09
Issue: Other transaction problem
Subissue:
Consumer Complaint: Based in XXXX, I have had an account with coinbase, I have used it to purchase cryptocurrency up to now. About three weeks ago the account blocked me from trading, buying or selling bitcoin and ether, it erased my payment methods saying that I need to add another credit debit card but it wont allow me to add a card. ( Tried all three of my cards ) I have tried many times to contact them and written to coinbase via their customer service but it just goes around and around in circles. I have over {$6000.00} US dollars stuck in a portfolio in this account, my life savings and I really dont know what to do. I have another XXXX account that works perfectly without issue. Please can someone help me to retrieve my funds blocked in my coinbase portfollio
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-08-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-06
Issue: Fraud or scam
Subissue:
Consumer Complaint: I would like to bring your attention to a serious issue I have with Coinbase wires that first took place on the XXXX of XX/XX/XXXX to a FRAUD SCAM Brokers : XXXX XXXX ( XXXX XXXX XXXX, XXXX ). I have been victimized by a multilayered scam operation orchestrated by XXXX XXXX ( XXXX XXXX XXXX, XXXX ). - the Scammers. The funds were transferred utilizing Coinbases services in the total amount of XXXX CAD! I would also like to point out that on the XXXX of XX/XX/XXXX - I filed a dispute with Coinbase.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-06
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: My Tezos suddenly disappeared from my account on Coinbase and their customer service is atrocious. I have tried multiple times to get in touch with them but to no avail. This is not ok and I have no insight as to what happened here.
Company Response:
State: NY
Zip: 11367
Submitted Via: Web
Date Sent: 2020-08-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A