Date Received: 2019-08-04
Issue: Problem adding money
Subissue:
Consumer Complaint: I can not transfer my cryptocurrency BTC from my Coinbase vault into my Coinbase wallet. I have {$430.00} USD worth of Bitcoin that is in my Coinbase vault which needs to be withdrawn to my Coinbase wallet to access. I tried withdrawing but there is an issue with the withdrawal because I need to verify it from two of my emails ( my personal emails, one primary and another secondary that I had entered when I created my account ) to do so. Coinbase sent me a confirmation to both of these emails which each included a link to approve the withdrawal, and i was able to successfully verify it from my primary because after, I was directed back to Coinbase and a green check was marked on that email address under the withdrawal transaction. I then logged into my secondary email and followed the same steps, however after clicking on the link, a notification popped out from Coinbase which stated THE ACTION WAS ALREADY PERFORMED. Yet upon checking my Coinbase account and the withdrawal transaction, there was NO green check mark next to my secondary email address which meant that my approval from it was still pending. I then tried to do it again , ave even tried canceling the transaction altogether to create another withdrawal yet the outcome was all the same. NO green check mark next to the secondary, and no approval. I then did research online to see if any other Coinbase users have had the same problem, and found that there are MANY users who have encountered the same issue. However, Coinbase has not solved the problem after contact with support, and they still can not access the funds that are stuck in their Coinbase vaults. A few have even been waiting months which I found to be alarming, because the withdrawal process is stated to take no longer than 3 days. This is theft because Coinbase will not release the funds which are rightfully mine, due to their verification problems and technical issues. Please help.
Company Response:
State: CA
Zip: 95132
Submitted Via: Web
Date Sent: 2019-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-02
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Ive had a Coinbase account for several years. Two months ago they locked my account. I made several complaints and no one ever got back to me. I want my money released back to me and I want to close my account with them for their terrible customer service. I almost feel like its a scam and they stole my money.
Company Response:
State: TX
Zip: 77057
Submitted Via: Web
Date Sent: 2019-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-02
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2019 I had sent XXXX XXXX from XXXX XXXX to Coinbase Exchange so that I could sell the currency. At the time worth approximately {$10000.00} ( Current value at the time of writing this complaint, {$8500.00} ) My Coinbase wallet address and destination tag were included. The transmission receipt shows that Coinbase received the currency however it was never credited to my Coinbase wallet. I contacted Coinbase XX/XX/XXXX to inform them that my funds hadn't arrived in a timely manner and they told me it would take five days to investigate. Immediately after getting off of the phone, I received and email from Coinbase support stating that it would take four to five weeks for a specialist to review. So I called back and they assured me that they would escalate the case. I have received several automated email messages since, stating that my case is being reviewed by an account specialist. This is still unresolved. Transaction XXXX : XXXX XXXX XXXX
Company Response:
State: TX
Zip: 78664
Submitted Via: Web
Date Sent: 2019-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-01
Issue: Fraud or scam
Subissue:
Consumer Complaint: Company : Coinbase. Been a customer for years. On XX/XX/19, I successfully transferred XXXX USD into the Coinbase account. Coinbase put a hold on the funds ( already cleared my bank! ) and then disabled my account. I have sent numerous emails to find out what the issue is, and they do not respond with more than, " we are working on it. '' When I asked if they would send my money back into my bank account, they said no. So in essence, they are holding my money for no reason, and will not respond to my emails. I know it's not a lot of money, but it is to me. Very frustrated. XXXX XXXX
Company Response:
State: GA
Zip: 305XX
Submitted Via: Web
Date Sent: 2019-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-31
Issue: Other transaction problem
Subissue:
Consumer Complaint: I attempted to send approximately {$50.00} worth of cryptocurrency XLM to my CoinBase account on XX/XX/2019. My transaction made it to CoinBase, but never made it into my account because a " Memo '' line was input incorrectly. I immediately submitted a support ticket to CoinBase notifying them that the transaction had not gone through. I received a response on XX/XX/XXXX informing me that I would receive a response in 4-5 weeks. I followed up on XX/XX/XXXX, as it had been more than the 5-week deadline and I had not received a response. I received a response on the same day asking me to send CoinBase additional transactions to verify ownership of the account sending the funds. I lost the credentials to the account in a hardware failure and am unable to recover them, so I can not complete this request. In an case, CoinBase has already mismanaged {$50.00} that I have tried to transact to them, so requesting additional money to recover the funds that they have already lost is untenable. CoinBase refuses to refund my money until I " comply '' with their request for additional transfers. I made multiple contact attempts by phone to try to discuss this matter with a CoinBase representative. The automated system informed me that I could not be helped over the phone on two occasions without connecting me to customer service. On a third occasion, the automated system simply terminated the call. This is within the definition of Unfair, Deceptive, and Abusive Acts and Practices in a number of ways : - I immediately contacted the organization with a host of information that would be sufficient for a reasonable person to verify that I made the transfer, including that the memo that was sent was only 1 digit off of the correct memo. - CoinBase has made no attempt to verify my account in any way except for requesting additional transactions ( which have a transaction fee and involve sending money to CoinBase ), stating in an email that I must " comply '' with a request to send them additional funds. - I would have had possession of my account if CoinBase had not held the {$50.00} without responding to me for over 5 weeks. - Most importantly, CoinBase received the {$50.00} that I clearly intended to send to myself. They stand to profit from this deception for all customers who similarly are denied their funds.
Company Response:
State: CA
Zip: 955XX
Submitted Via: Web
Date Sent: 2019-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-31
Issue: Other transaction problem
Subissue:
Consumer Complaint: I noticed a transfer of {$1000.00} to Coinbase which I did not initiate on XX/XX/19. I contacted Coinbase support and they started an investigation and locked down my account. I have contacted them numerous times however they will not respond to my e-mails and when calling in simply tell me to e-mail the attached case. My account has been locked down for two weeks without any updates.
Company Response:
State: AZ
Zip: 85339
Submitted Via: Web
Date Sent: 2019-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-31
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/2019, XXXX XXXX, I contacted Coinbase Support with the following email, " Hi, My name is ******* *********. I am trying to initiate a transfer from my vault to my bitcoin wallet. Unfortunately, it seems that my secondary email address has changed without me doing it. I need my secondary email address changed back to the original one ( XXXX ) so I can approve the withdrawal from my Vault. If you need any additional information, please let me know. My phone number is XXXX. You can also reach me at either XXXX or XXXX. Thank you, XXXX '' I also called them on the same day thru their support number on XXXX, to reiterate my concerns, and I spoke with XXXX. He told me he would immediate forward my case to a specialist team. Coinbase emailed me the following on the XXXX of XXXX. : " Hi there, Thank you for your patience. This issue is being addressed by case XXXX. Please use that case number to communicate with us and track current developments involving your issue. All the best, Coinbase Support '' I have been waiting for a month for Coinbase to resolve this issue, and during this time when I have wanted to withdraw my funds, bitcoin has fallen from {$14000.00} a coin to below {$10000.00}. This type of customer service is ridiculous. I called them today ( XX/XX/XXXX ) to inquire about my account information and my inability to withdraw my funds, and it seems that they have not been working on my case, and XXXX, the service representative I was speaking with, repeated the same lines that XXXX said, and would be unable to do anything about it. All I want to do is withdraw my money out of this organization. Changing my secondary email address without my permission should never have happened in a company of this size. And XXXX my issue, yielded results that this has happened to many other people, yet Coinbase is doing nothing about fixing the error with their own system. After I called them on XX/XX/2019, the sent me two emails saying that they would look into it. I have attached those 2 emails. If you look at the attachment called email2, it says " Please note that these reviews are typically completed within 5-7 business days. '' It has been over a month since they said that, and there is no progress so far.
Company Response:
State: TX
Zip: 78154
Submitted Via: Web
Date Sent: 2019-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-30
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: I have an active account on Coinbase Pro online exchange platform. On XX/XX/2019 and unauthorized user gained access somehow to my account and transferred all digital assets to unknown addresses. The USD value of my account was {$2600.00} of which I transferred directly by ACH from my bank account. The assets were digital currencies : BTC & LTC in which I had two open limit orders. The unauthorized user closed my open trades and withdrew the digital coins to two unknown addresses. The transactions are as follows : BTC : XX/XX/2019 - XXXX XXXX XXXX BTC : XXXX USD VALUE : {$2000.00} Destination Address : XXXX Transaction Hash : XXXX LTC : XX/XX/2019 - XXXX XXXX XXXX LTC : XXXX USD VALUE : {$380.00} Destination Address : XXXX Transaction Hash : XXXX I have contacted Coinbase support but have not received any response. My account had all security protocols in place at the time. 2FA and white listed withdrawal addresses. I do not know how this happened.
Company Response:
State: NY
Zip: 11432
Submitted Via: Web
Date Sent: 2019-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-30
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: My brother passed away on XX/XX/2019. I found that he had a Coinbase account with XXXX ETH in it. Currently worth just under XXXX XXXX dollars. I looked up what to do with a deceased account and Coinbase said they would transfer the assets to another Coinbase account pending documentation. This initial contact with the company was on XX/XX/2019. I submitted the documentation and was given a set of instructions. I followed the instructions and they did not work. I told support I followed the instructions. They said follow the instructions. I sent pictures of what my screen looked like, wallet ID info, address, etc. Coinbase responded with ... follow the instructions. It seemed like the process was run by a chat bot as responses did not react to my messages. I tried to call Coinbase on XX/XX/XXXX, customer service said that only a specialist can help and I should get a response shortly. Nothing. Contacted on XX/XX/XXXX. No response. I contacted them on XX/XX/XXXX. Nothing. Coinbase is refusing any action and wrongfully holding onto the assets of a deceased individual, ignoring family requests and court documentation.
Company Response:
State: VA
Zip: 22102
Submitted Via: Web
Date Sent: 2019-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-26
Issue: Other transaction problem
Subissue:
Consumer Complaint: Back in XX/XX/2017, my credit card company XXXX XXXX XXXX accidentally marked my 8 Coinbase transactions as fraud and blocked them as a result. The transactions totaled {$1800.00}. I received a notification of this from Coinbase through email, which stated that I may need to sort this out with my bank. XXXX pushed these transactions through a few days later after I sorted the issue out with them over the phone. However, Coinbase took a little over 6.2 Ethereum ( virtual currency ) from my account days later on XX/XX/17 to cover the credit card charge backs. This equates to {$1800.00} of purchases, which are outlined below along with their Reference ID/ARN codes. My bank statement is also attached. I have still not been refunded my money. Amount Reference ID {$360.00} XXXX {$100.00} XXXX {$300.00} XXXX {$410.00} XXXX {$100.00} XXXX {$200.00} XXXX {$150.00} XXXX {$100.00} XXXX {$36.00} XXXX I have since then reached out to Coinbase on multiple occasions in attempts to sort out the issue. For the first year, I received no responses other than auto replies and generic emails acknowledging the inquiry. My most recent exchange occurred from XXXX to XXXX this year. During this exchange I provided them with my credit card statement and ARN transaction codes that show that funds were sent from XXXX to Coinbase. My credit card statement initially sent me Security Credits for the transactions it mistook for fraud, but the same bank statement will also show that all of those credits were reversed shortly thereafter. I've attached my credit card statement from XX/XX/2017 along with multiple email threads of me reaching out to XXXX. The most recent email with the subject title " Case # XXXX - Case # XXXX Unresolved Since XX/XX/2017, explains the dispute the best. Thanks, XXXX
Company Response:
State: IL
Zip: 60107
Submitted Via: Web
Date Sent: 2019-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A