Date Received: 2019-06-22
Issue: Other transaction problem
Subissue:
Consumer Complaint: Coinbase has an account called Vault, where you put some extra barriers in place to protect against malicious withdrawals. I recently transferred some funds to my Coinbase Vault, but Im unable to access them because i dont have access to an old work email address ( the second of two email addresses tied to the account ). I do have access to the primary account email. I contacted Coinbase several weeks ago and Im glad to provide any needed identity verification. I have received no response and so my funds are inaccessible to date.
Company Response:
State: TX
Zip: 78613
Submitted Via: Web
Date Sent: 2019-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-20
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Coinbase insists on clawbacks to my accounts. Their custodial banks refer me Coinbase Support for support but their specialist is unreachable and only sends out automated responses. Much like a robot. It is very frustrating when trying to prove your identity and settle outstanding balances that should clearly be in my favor since all I did was buy coins that went up 30-40 % each. The rest is what they call a compromised account where custodial banks had the privilege of selling and sending my coins to Coinbase without my knowing ; weather or not this was to be profitable to me.
Company Response:
State: FL
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: 2019-06-19
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: I made an online purchase on Coinbase.com for XXXX $ of crypto currency. Only after purchasing was I informed that my funds would be un available for withdrawal until the XXXX of XXXX this was over a week ago.I believe my initial purchase was on the XXXX of XXXX for XXXX. I inquired as to why my funds were being held, and I was told it was for " security reasons '' this was the only information that I was given. I feel it's very misleading and unfair to the consumer to have there funds held for this long of a period without any real answers as to why. Or without any prior warning that this was standard operating practice for this company. I am a XXXX veteran and As it is I'm already on a tight budget to have my money held hostage without any really explanation why is very frustrating to me. O would appreciate any guidance as to how to best handle the situation. Thank you for your time. Sincerely XXXX XXXX
Company Response:
State: MA
Zip: 02740
Submitted Via: Web
Date Sent: 2019-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-18
Issue: Other service problem
Subissue:
Consumer Complaint: So my account on coinbase got temporarly locked and I should contact them to unlock it. I wrote them and got a response about answering some security question. I did that and it was on the XX/XX/2019. Now it is the XX/XX/XXXX and I still got no answer. The Case is : # XXXX.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-17
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/2019 at XXXX Eastern Time I received a text from XXXX indicating that my SIM card was changed. I proceeded to find a public phone to call XXXX immediately and suspend the line at around XXXX. By that time it was too late, and the perpetrator was able to gain access to my XXXX ( XXXX ) reset the password and utilize that to gain access to my Coinbase account. I had around 4-5000 USD worth of BTC in the account at the time, and the perpetrator continue to purchase additional coins inside my account. Access to Coinbase and they are not responding to my active ticket inquiry.
Company Response:
State: NY
Zip: 11374
Submitted Via: Web
Date Sent: 2019-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-11
Issue: Other service problem
Subissue:
Consumer Complaint: On XX/XX/2019 I submitted a support ticket to www.Coinbase.com stating that I had some suspicious activity on my email account associated with my Coinbase account, and a failed attempt to log into my Coinbase.com account. I however looked over my account and everything was fine, there was no breach of my account as I had all the extra security measure set up including 2 factor authentication. I explained this in the support ticket that I just wanted to change my email address as an extra step of security. I specifically said there is no need to freeze my account as no one except for me ( the account owner ) gained access to it. They immediately froze my account asked me to fill out a few questions and that they would investigate. I filled out the form via email and waited. That was on XX/XX/2019. Since then I have not gotten a single response back from the company. I have call there support phone line over 15 times since then asking what is going on? They have no answer and can not give me any more information at this time but tells me they " properly escalated the ticket and should provide me with an update shortly '' They keep saying it is being " Investigated '' but there is nothing to investigate I already know the no " bad actors '' gained access to my account looking at my log in settings and all I wanted to do was change my email address. Also I would like to add that I have went through this same support ticket situation with 4 other exchanges ( XXXX, XXXX XXXX and XXXX ) all of which solved my issue and reinstated my accounts in 4 days or less. How is it so hard to verify an identity and reenable an account/ This has gone on unresolved with no resolution or even an attempt at a resolution. I have what I consider to be a substantial sum of money in that account that I want access back to, at this point to just get my funds and close the account because I will no longer fund this company with my business. I fully intend to file a small claims lawsuit against the company if this is not resolved in the next 2 weeks aka 60 days.
Company Response:
State: MI
Zip: 48009
Submitted Via: Web
Date Sent: 2019-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-10
Issue: Fraud or scam
Subissue:
Consumer Complaint: Back on XXXX XXXX 2019, several transfers were instructed from my Coinbase account, in the total amount of BTC XXXX ( EURO XXXX ) to a scam Binary Option / XXXX / XXXX XXXX dealer XXXX. They did not invest my money, but only stole it. I submitted a recall dispute to Coinbase on approximately XXXX XXXX 2019. Coinbase replied with their final response on XXXX XXXX 2019. They confirmed that the merchant is a scam and noted that Coinbase added to their blacklist the relevant address so that no further Coinbase users can be scammed in the same way going forward and yet they declined my recall on grounds that it is impossible for them to reverse payments that made with cryptocurrency. I wanted to reply on their letter and try to explain that no services, investment or good were giving me in return to those payments. but Coinbase sends another email to me three days after, saying that the case has been closed. Im aware that I can refer my claim to XXXX ( XXXX XXXX XXXX ) in case I am not satisfied with the resolution of my complaint 's outcome, As I know Coinbase is registered in the USA, I would like your assistance in resolving my issue. When I authorized the payments by my account, I did not know that the merchant is a scam, I discovered it later on. I asked Coinbase to take the responsibility and asked for a recall because no services or investments were supplied by the scam merchant. XXXX is an illegal scam operator. What is egregious is that I have found out that there were numerous warnings issued by scam broker investigators, and other regulators, warning against allowing the instruction of payments to this particular merchant : XXXX. How is it that Coin Base approved the transaction in the first place and didn't protect me, as their customer? I've attached a statement of the full course of events along with other relevant documents.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-06
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I am unable to withdraw funds from my Coinbase. I am not able to send money for the service that I needed to pay for with BTC, because my available balance shows $ XXXX/ {$200.00}. Since I was unable to send this money right away, I wanted to pull it out and place it back in my bank account. Coinbase says they are to hold my funds for at least 6-7 days. This is an isSue because I now will come up short on my rent as I needed to pay for this service through XXXX. This is illegal and terrible business practice. What right does coinbase have to withhold my hard earned money? How can they legally not allow me to access my funds especially after their service is useless to me currently due to the fact that I can not even send money to other wallets. I am extremely worried that I may face a hefty penalty for paying my rent late. I have emailed them twice and called numerous times. I got no help in the email response, and nobody to pick up the phone. I am finally writing yet another complaint that hopefully resolves this shady business practice.Thats the whole point of a currency, its to create an exchange market for transactions. Coinbase is preventing me from doing anything but buying more crypto in my account. I have a fully verified level 3 account. I have never heard of any company being legally allowed to stop you from closing your account and receiving the funds within it.
Company Response:
State: FL
Zip: 33156
Submitted Via: Web
Date Sent: 2019-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-04
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I hope this message finds you and your families doing well. This Complaint is for CoinBase Pro Trading Platform. I have approximately XXXX XXXX XXXX U.S. Dollars ( not cryptocurrency ) on the CoinBase Platform. Coinbase will not give me access to my Dollars. I have been locked out of my account and they will not give me access no matter how many times I submit a request to support. On XX/XX/19 I had an indication on my phone that someone was attempting to access my trading account without my permission. ( I have the 2 step verification set up and no one can access my account with out the pincode sent to my phone. ) I immediately called CoinBase Pro explained to them what had occurred. Coinbase said that " My funds were still available and that they would shut down the account so that no one including myself would be able to gain access. '' I explained to them that I was traveling and that it may be sometime before I could address this issue but would get back to them as long as my funds were secure. Coinbase assured me that my funds were secure. They sent me an email on the XX/XX/19 indicating that the problem had been fixed on their end and that I should secure my email phone etc on my end. On XX/XX/19 I have began to access my account with no success. Every support ticket I submit is returned " Account closed by an automated email. I have spoken to support on several occasions and they have said '' Your request has been prioritized and sent to a security specialist '' and I should wait to hear back form them. I receive a ticket closed or I hear nothing back at all. Since you are asking that I provide no personal information, or account information, this is all the information I can provide to you at this time.These people have in essence stolen my US Dollars and I want my money. I hope you can help me with this problem and any other information such as account number and support ticket can be supplied to you at will. Anything you can do to help would be greatly appreciated. Kind regards,
Company Response:
State: AL
Zip: 35126
Submitted Via: Web
Date Sent: 2019-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-31
Issue: Other service problem
Subissue:
Consumer Complaint: i have an acct w/coinbase.com - the garbage about that isnt that i forgit my emaik address but i forgot the password i used on gmail and the verification? s so XXXX wouldnt givr me a temp password and lets say you forget the pass ok ya coinbade acct the only way they will let you bacj on ya acct is by sending that emaik addy a temp password. even though i will enclose the name address and ssn on that account.., :i have emailed them one time every week for the past month anf theyve just ignored me. i will attach solid proof of my old acct. can you help me get on my acct w/my funds?
Company Response:
State: NV
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A