Date Received: 2019-10-31
Issue: Other service problem
Subissue:
Consumer Complaint: On XX/XX/XXXXI was unable to log into my Coinbase Account. My phone had reset and didnt save my email address for my account. Therefore, I dont know the email address I used for my account but Im able to verify to Coinbase support all the information on that account thats verifiable. ( Driver license, banking information, phone number etc ) I contacted Coinbase Support and created a case #. I got an automated response back and thats all. Ive tried contacting them multiple times over the past two weeks and get nothing from them.
Company Response:
State: NC
Zip: 287XX
Submitted Via: Web
Date Sent: 2019-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-30
Issue: Fraud or scam
Subissue:
Consumer Complaint: Hello, In the past I used a platform called Coinbase.com to trade online currency such as bitcoin. I haven't made a purchase in years, and few weeks ago my account was compromised and my debit card was wipeout. My bank did not stop the charge until they tried there second transaction which made my account overdraw and it was flagged. I was called from a number that showed from my phonebook as coinbase. I later looked to confirm if that was the same number on the coinbase website and it sure is. They stated that my account was under fraud and needed to reset the password. Following what I thought was security questions, later to find out they are the ones whom hacked my account. Although the number was the same number posted on coinbase website, I am being told that it was not coinbase. I am not sure how that is possible, I believe I was scammed from someone within the coinbase office. I have tried for over a month now to speak to representative and can not get a response. I was told all trades are final. How about check my IP address and see where the account was logged into? I can specify were I was at the time of the charge and I bet it doesn't match up the location of the purchase on the IP address. Now I can't even log into my account! I want to remove all of my information and I can't get into my account because the hacker locked out. I am a victim of a cyber attack, and coinbase who let these people into my account have done nothing to get this resolved.
Company Response:
State: NY
Zip: 10465
Submitted Via: Web
Date Sent: 2019-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-29
Issue: Other transaction problem
Subissue:
Consumer Complaint: So I used a website called Coinbase.com that is revolved around using money to invest in cryptocurrency. I invested about {$60.00} into Bitcoin. I stopped investing for a few weeks, but when I logged back on, it said that my account was frozen. When I got my account back, none of my money was in my portfolio.
Company Response:
State: FL
Zip: 32210
Submitted Via: Web
Date Sent: 2019-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-23
Issue: Other service problem
Subissue:
Consumer Complaint: On XX/XX/2019 I realized that my Coinbase Pro account had been temporarily disabled. The same day I contacted their Support Center explaining that I was unable to access my account, and Case # XXXX was opened. Later I received a reply email in which I was informed that my case had been trasnferred to a specialist who would be able to help me with the issue. On XX/XX/2019 I received an email from coinbase in which I was informed of the closure of my account, due to alleged violations of the terms of service. In the same email I was invited to access the account to withdraw the remaining funds and complete the closure. On XX/XX/2019 and XX/XX/2019 I sent two emails to Coinbase asking for more details on the reasons for closing the account and, above all, asking for their help so that I was given the opportunity to withdraw the remaining funds. The amount of funds I can not withdraw is around EUR 15000, divided between BTC, ETH and EUR. To date, my requests have remained unanswered and it is still impossible for me to withdraw my funds.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-18
Issue: Other transaction problem
Subissue:
Consumer Complaint: I have tried multiple times to withdraw funds from my coinbase wallet but transactions keep getting stuck in pending. XX/XX/XXXX - Tried to withdraw XXXX Link but transaction is stuck in pending XX/XX/XXXX - Tried to withdraw XXXX ZRX but transaction is stuck in pending XX/XX/XXXX - Tried to withdraw XXXX Link but transaction is stuck in pending XX/XX/XXXX - Tried to withdraw XXXX XXXX but transaction is stuck in pending I have contacted Coinbase support through multiple channels including telephone, several e-mail addresses and XXXX but have received no adequate response or any assistance what so ever with my issue
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-16
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I have called, emailed XX/XX/2018 and tried to log into my account using the same credentials I set the account up with. After several months, the company, 'Coinbase Pro ' would not allow me to login and stated it did not recognize my device. It required me to upload my US gov issued Drivers license including the back ( with barcode ) over an unsecured transmission. A clear screenshot was required, or I could take a photo while accessing the device using my phone or webcam. Again, both methods are insecure and no one has legal right to store my ID or photos of me and the devices I use to access my accounts. I have received email correspondence from Coinbase Pro reiterating the same requirements over and over without resolving the matter or calling me to resolve the matter. I have purchased and traded with other exchanges and not had any problem between them ( XXXX ) until I changed my email address. Since they can not send me a confirmation by email and they have no other dual authentication set up it has been months since this began and it has not been resolved. I can not access : XXXX {$95.00} XXXX {$100.00} XXXX {$50.00} XXXX XXXX TOKENS XXXX XXXX TOKENS XXXX
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-12
Issue: Other transaction problem
Subissue:
Consumer Complaint: Hello, On XX/XX/19 I responded to a XXXX ad from someone selling XXXX tickets. The person told me the only way he would sell these to me was if I purchased XXXX through the company Coinbase. I made a transaction via Coinbase by purchasing {$280.00} in XXXX onXX/XX/19. After giving the individual from XXXX my personal information and attempting to give him my {$280.00} it XXXX, the transaction never processed. Ultimately, it turned out the person selling the tickets was a scammer. From this point on all I wanted was my {$280.00} transaction from the Coinbase.com website reversed. After several attempts at trying to access my Coinbase account and contacting customer service via Email, I finally heard back from them on XX/XX/19. After several messages exchanged with Coinbase.com they were not able to provide me with a solution. Instead, they decided to lock my account on XX/XX/19. I never asked them to lock my account. I tried contacting them via phone several times but it was impossible to speak with a live representative and every time I asked them in several email messages they never provided me a way to speak with someone on the phone to resolve this. Eventually, on XX/XX/19, I was able to log back into my Coinbase account and on XX/XX/19 they provided me with me access and the steps to withdraw my money. It turns out during this whole time, the value of my Coinbase account had decreased and I was only able to withdraw {$180.00}. During all of the email exchanges and unnecessary steps, nobody mentioned to me that the value was decreasing until the final email message on XX/XX/XXXX. I responded back addressing these concerns and asked to speak with a manager on the phone but Coinbcased has stopped responding to my messages all together.
Company Response:
State: WI
Zip: 54115
Submitted Via: Web
Date Sent: 2019-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-08
Issue: Other transaction problem
Subissue:
Consumer Complaint: I initiated a transfer of money from my XXXX XXXX XXXX account for {$9000.00} to Coinbase on XX/XX/XXXX. They initiated a second unauthorized amount for {$9000.00} and overdrew my bank account. They are now saying I owe them this money because my bank account rejected their offer and are going to take my money that is currently in their account. I am owed the {$9000.00} plus any fees my bank charges me for them overdrafting my account but currently I can't access my account until I pay them the money that I " owe '' them.
Company Response:
State: NV
Zip: 89122
Submitted Via: Web
Date Sent: 2019-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-07
Issue: Other service problem
Subissue:
Consumer Complaint: I have contacted this company 5 times in XXXX and XXXX and asked specifically to talk to a customer service rep to reset my password. They have made it impossible to access my account. I used two-step authentication and had a old phone number that I no longer have. The new number is not recognized by the Customer Service phone robot and it hangs up 100 % of the time. Coinbase understand that I do not have my old phone number and do not have my old XXXX Authenticator and they understand that my new phone number and new XXXX Authenticator do not work and will not ever work unless Coinbase takes some action. They send me the same old instructions over and over to use XXXX Authenticator and reset password. This fails now and will always fail since they're directed to numbers that no longer exist. They have refused to address my needs. They have refused to get me a rep to talk to. I want my money back from them and I want to close my account.
Company Response:
State: IA
Zip: 525XX
Submitted Via: Web
Date Sent: 2019-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-07
Issue: Other service problem
Subissue:
Consumer Complaint: This issue is against COINBASE. I have had an account with them since XX/XX/2015. Recently, about 3 months ago they decided to lock my account with over 8 btcs ( XXXX USD value ) and give me no reasons. I have re-submitted all my documents, proof of address, ID etc. and they have gone silent and have not answered my in over 1 month. I do not know what to do at this point. They have most of my funds and I desperately need them.
Company Response:
State: NY
Zip: 10065
Submitted Via: Web
Date Sent: 2019-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A