Date Received: 2019-07-02
Issue: Other service problem
Subissue:
Consumer Complaint: On XXXX XX/XX/2019, I submitted a support ticket to Coinbase requesting my 2 Factor authentication be removed in order to allow me to access my account. I requested this service due to the fact I broke my phone and lost access to the XXXX XXXX XXXX on my phone. For awareness, 2FA allows for an additional layer of security to be implemented on many accounts. I received a reply on XXXX XX/XX/2019 @ XXXX EST requesting that create a new account in order to verify my identity and phone number. I complied with the request and submitted all the documentation. I was fully verified by XXXX EST on the same day. I currently possess XXXX Bitcoin currently store on Coinbase, which as of writing is valued at {XXXX}. I am unable to access my account and $ $ $ due to Coinbase not removing my 2FA as requested. I attempted to contact customer support via XXXX and the automated service hung up on me immediately after stating " all representatives are busy and to submit a ticket online. '' This company is growing to provide adequate customer service. This is a financial institution regardless of anyones feelings of cryptocurrency. They transfer hundreds of thousands of dollars an hour in and out through different mediums. This is unnacceptable. A simple search will demonstrate this company has hundreds, if not thousands of complaints of month/s long tickets not being processed. Money lost to investors and a complete disregard for the well being of their customers. I would like my case looked into and resolved, I am sure I am not the only one. My ticket number is XXXX. I have gone as far as creating new tickets with the previously listed number as the titled issue. They simply cancelled the new tickets.
Company Response:
State: VA
Zip: 23666
Submitted Via: Web
Date Sent: 2019-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-02
Issue: Other transaction problem
Subissue:
Consumer Complaint: I noticed an unauthorized money transfer on my bank statement from my Coinbase account. I logged on to verify and then contacted Coinbase on XX/XX/XXXX. They disabled my account while they investigated, I received an email on XX/XX/XXXX asking for follow up questions ( Case # XXXX ). Another on the same day saying that my request has been elevated. On XX/XX/XXXX, I received an automated notification that the case had been resolved and closed. I tried to login to my account but it was still disabled. I contacted Coinbase for help. After repeatedly trying to reach them on the customer service line and being disconnected, I submitted a new Case # XXXX- Disabled Account on XXXX. On XX/XX/XXXX, I received an email Case # XXXX stating that having investigated the issue, I am working with a specialist to address it properly. I was told I would get a follow-up with an update. The same email came again on XX/XX/XXXX. XX/XX/XXXX, I received an automated email with a different case number ( XXXX ) thanking me for contacting Coinbase and notifying me that they closed my case. I phoned and asked when I would have access to my account and was told that XX/XX/XXXX I would have access to my account. My account is still disabled. I have tried to call..I have tweeted..I left a callback number and was called back, I was asked to log in to XXXX by the support person, I did and then he disconnected me and never called back. I found a XXXX phone number for Coinbase I spoke to someone named XXXX XXXX, he told me that the only resolution was to close my account and the funds would be returned to my checking account but then began a XXXX message asking what other cryptocurrency accounts I have and requesting I send XXXX BTC to this account XXXX before XXXX XXXX tomorrow to have my funds credited to my bank account. He also told me the current amount in my account which I couldnt verify because I dont have access. I have all emails and screenshots of conversations.
Company Response:
State: NY
Zip: 10009
Submitted Via: Web
Date Sent: 2019-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-02
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX at about XXXX MST there was unauthorized access to my Coinbase account. 2 factor authentication failed for some reason and over {$12000.00} was stolen from my account. They did this by buying bitcoin then sending it to an unregistered wallet. They then attempted to increase account limits, and obscure the theft by transferring {$12000.00} from my checking account. My bank is aware and blocked the transaction. I contacted the company but they have not indicated that they will assist me, and I am currently locked out of my account- they will not grant access.
Company Response:
State: CO
Zip: 80525
Submitted Via: Web
Date Sent: 2019-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-01
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I sent XXXX to Coinbase Pro at the bank account their website ( XXXX XXXX XXXX ) advertises : Account Number : XXXX XXXX : XXXX Bank Name : XXXX XXXX XXXX XXXX Address XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX Account Name : XXXX XXXX XXXX XXXX Account Address : XXXX XXXX, XXXX XXXX, XXXX, XXXX XXXX, XXXX XXXX This was sent 10 days ago ( XXXX XX/XX/2019 ). My bank has confirmed that it arrived in Coinbases account. Coinbase have not answered my support ticket ( except for generic copy and pasted responses ) which was raised 5 days later. I called their customer support on Thursday ( XXXX XXXX ), Friday ( XXXX XXXX ) and Monday/ today ( XXXX XXXX ). They respond in rehearsed answers and do not tell me whats going on. This is the second payment that they have taken. Another one being made to their XXXX account on the same day that my bank confirmed was deposited into their account within an hour. I think they are holding customer funds to use for their own liquidity. Internet forums are full of similar stories with Coinbase. They have the worst reputation of all cryptocurrency exchanges. I should of read the forums before sending my money to Coinbase.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-27
Issue: Money was not available when promised
Subissue:
Consumer Complaint: purchased bitcoin and erthrum coin from coinbase worth XXXX dollars to try it out and the money was frozen and they transfer from a simple debt card took days to transfer and the activity was paralysed and i lost the big gain the currency offered at the time of purchase and yet still they can not let you take your money out for next 18 days this i find really crazy and horrible plus the customer service do not respond nor answer their phone. the automated system is horrible and useless.
Company Response:
State: FL
Zip: 33068
Submitted Via: Web
Date Sent: 2019-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-27
Issue: Fraud or scam
Subissue:
Consumer Complaint: I have been attempting to close my account with Coinbase.com However there is {$1000.00} dollars in cash in the account that Coinbase is not giveing back to me. I was told to move all my assets off the site, and I tried to and all my digital assets I moved off, However they have Coinbase Pro and that is where my {$1000.00} is and there is no option for me to deposit that money into my bank account. They also dont respond to any of my emails. They are robbing me.
Company Response:
State: MI
Zip: 48009
Submitted Via: Web
Date Sent: 2019-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-26
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Coinbase wallet and I'm unable to close the account and redeem my cash. They don't respond to email or answer the phone. My password will not reset. I'm unable to access my {$200.00} which they continue to make money on via float.
Company Response:
State: OH
Zip: 43016
Submitted Via: Web
Date Sent: 2019-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-24
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I have had a Coinbase account for over 2 years now, I transferred bitcoins to a XXXX XXXX I had created at the beginning of the account, now I want to withdraw them but I keep being asked about a secondary e-mail that I obviously dont remember, Im trying to contact the company support for more than 3 weeks with not a single reply from them. I searched online and this is a common problem so I dont understand the delay.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-23
Issue: Other service problem
Subissue:
Consumer Complaint: am XXXX, onn a recent trip to XXXX to visit my family I tried to check my balances on Coinbase. When I returned to the United States, I was surprised to find out that Coinbase had locked my access to my own account. They requested documents to show that I live in the US and I sent the same day my back account statements as they required. However, even after I resubmitted all documents requested I haven't heard from them in more than 12 days. It is impossible to get a person on the phone to discuss this issue. They only have email communication available but the response is obviously automated.I don't have access to about {$9000.00} dollars value in cryptocurrency. I contacted them several times and not resolution at this time, is not the first time I filled a complaint against them, last year they locked my account and was almost 1 month to gain access again. I need them to unlock account asap. Thank You for helping us on this matter!
Company Response:
State: FL
Zip: 33143
Submitted Via: Web
Date Sent: 2019-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-22
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I had someone in a home use my phone to transfer money from my account to Coinbase. I alerted Coinbase. They froze account, This happened back in XX/XX/2019 Here it is the XX/XX/2019 and I still can not enter my account pending an investigation that supposed to be 1 week. I need to transfer money from there to my XXXX XXXX account to cover the XXXX I am in. I had an issue with my job in Pennsylvania and a emergency. This has caused alot of financial hardship! I have lost alot of money since I had my account frozen. I could of reinvested the principal a few times to make a few thousand dollars. So I am going to be contacting a lawyer soon. Latest call to ask what was going on with account gave me this case number Case : # XXXX The following are calls Ive made and was given a case number that gets closed and does not resolve me being locked out of account. Case # XXXX Case : # XXXX Case # XXXX Case # XXXX Case # XXXX
Company Response:
State: FL
Zip: 344XX
Submitted Via: Web
Date Sent: 2019-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A