Date Received: 2018-11-15
Issue: Other transaction problem
Subissue:
Consumer Complaint: I had opened my account with XXXX on XX/XX/2017 and did few transactions until XX/XX/2018. After that they took my access to deposit or withdraw funds error showing " Sends and receives are disabled for your account. To enable these features, verify your account. '' I have already verified my account by providing all the required details and they have been telling me that our supervisor will review you case before we give you the access and its been over 4+ months starting XX/XX/XXXX that i haven't received any email or phone call from the company. I have called them over 7-8 times for the same and they tell me to wait, I have their emails mentioning i will receive a call or email from their supervisor in order to get the access. There are so many similar complaints against this company and they have blocked millions of dollars for other consumers too. I was surprised to hear this when i called them on XX/XX/XXXX that they claim they have sent me an email to verify identity which i claim that i haven't received and told them to send me again because even my account says my account is already verified which i already did on the XX/XX/XXXX. I told them have been following my case from months and nobody told me to verify my ID, everytime i call i have been told to my case is pending reviewed by supervisor and this time they told me i have to reply to the email which i never received and i told them to send me again and they say there is no way to send the email again which means i wont be able to get access to may account ever as according to them it was computer generated and can not be generated again. After having heated argument they still say there is no way to send the email again but the fact is my account is already verified and i have supporting documents for the same. I have been trying to sell my virtual currency from the past 4+ months and it has been depreciating since then and i am unable to make any transaction, Please help me my portfolio value has drastically gone down i have lost a lot of my saving because of them.
Company Response:
State: CA
Zip: 93727
Submitted Via: Web
Date Sent: 2018-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-09
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2018, a {$15000.00} charge was made on my now-closed XXXX checking account. This charge DID NOT originate from my Coinbase account. My Coinbase account was not compromised in any way as I have 2 factor authentication and new device security enabled that were both not triggered during that time. My XXXX checking account was also not compromised as I have new device security enabled that was not triggered during that time. I have complaints out with the Illinois Attorney General 's office, the FBI IC3, and a local police report for this fraudulent charge. I also have an active claim with XXXX XXXX regarding this fraudulent charge. Coinbase is not replying to either of these channels whatsoever. I implore Coinbase to please seriously look into this fraudulent transaction with their bank XXXX XXXX XXXX so my funds can be returned to me. I will provide any evidence necessary to support my claim.
Company Response:
State: IL
Zip: 60618
Submitted Via: Web
Date Sent: 2018-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-09
Issue: Other transaction problem
Subissue:
Consumer Complaint: I contacted Coinbase on XX/XX/2018about my account being hacked and all my virtual currency transferred out. This was by phone. I was told they couldn't do anything as virtual currency isn't covered by their insurance. I also had money withdrawn from my linked checking accounts. The agent who helped me told me to send an email with more details and they would get a specialist to investigate. On XX/XX/XXXX coinbase finally responded back asking if this was resolved which it wasn't. On XX/XX/XXXX coinbase sent an email saying my account was closed. I ask about my transaction records etc for Taxes as I don't want to be liable for the transactions. On XX/XX/XXXX I get a response back saying a specialist would investigate. On XX/XX/XXXX I get a specialist response asking more details on what happened but no records. On XX/XX/XXXX I get an email saying suspicious activity was detected on my account and withdrawals would be 14 days. I still can't access my account. My PC was compromised by malware. I also use the XXXX exchange and they have better security measures in place. Both had 2 factor running. I unfortunately had the keys saved in my dropbox. After the initial login from my compromised PC coinbase still allowed IPs from different locations ( even out of the country ) to access my account where XXXX did not. XXXX also flagged the transactions as they weren't typical for my actions and coinbase did not. Point being the hackers tried XXXX but didn't succeed where as coinbase didn't even seem to flag anything. I've had my account with coinbase for years and nothing like this has ever happened. I put my trust in coinbase to help protect my virtual currency and they should at least be possibly responsible for lack of security. They convince their consumers that they are as secure as a bank which is false. I had to actually go to my bank to reverse the checking transactions to coinbase as they didn't do anything on their end.
Company Response:
State: WA
Zip: 98034
Submitted Via: Web
Date Sent: 2018-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-02
Issue: Money was not available when promised
Subissue:
Consumer Complaint: We registered our coinbase account ( XXXX XXXX with emailid : XXXX ) in XX/XX/2018 and starting crypto trading on coinbase platform. On XX/XX/2018 we received an email from coinbase saying that our account has been rejected and we would need to close our coinbase account. At that time we had XXXX USD in our coinbase account/wallet and I requested coinbase to release my funds and then I will close my account. Since then I have raised multiple requests for getting this issue resolved. They have restricted all the trading on my coinbase account. Every time I reach out to there costumer support, they ask me to add my bank account on my coinbase account, but I am not even allowed to add my bank account on the portal to get my money withdrawn. Every week I am back and forth with a costumer representative from coinbase and been assured that this will be looked by a specialist, but nothing has been done yet. It has been more than 5 months now and I still have not received my ( XXXX USD ) money from coinbase. Hope this will help me getting my moeny back.
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2018-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-01
Issue: Other transaction problem
Subissue:
Consumer Complaint: I sent bitcoin to this account which they closed out. I have emailed them for my money back. I have emailed them in the past with zero response due to the account. 1000s of complaints online for this company not replying to their customers. Coinbase company Transaction : XXXX StatusCompleted ConfirmationsXXXX Address XXXX XXXX XXXX DateXX/XX/2018 XXXX I want my currency returned back to me. It is valued at over 4500 $!
Company Response:
State: WA
Zip: 98270
Submitted Via: Web
Date Sent: 2018-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-29
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I used Coinbase.com on XX/XX/18 to change {$300.00} USD to Bitcoin for payment to an individual. Coinbase.com had me set up an ACH from my checking account to fund the initial deposit because their service could not use my Debit Card information to that account. Once done, the funds were available to exchange to the digital Bitcoin currency, but I could not use the currency to make the payment I intended to use it for. I contacted their service dept. and they said that the funds needed to clear my account the ACH was drawn upon. Ok, this I could understand. The funds cleared my bank on XX/XX/18. On the XXXX, my Bitcoin was still not available for use as payment, and I followed up with Coinbase.com service dept., they again told me the ACH needed to clear. When I told them that it had already cleared, I was emailed that there was a hold on my account that was abnormally long and that they would need to get back to me. That they could take another 4-5 days to get back to me if not longer. As I wait, the market fluctuations in Bitcoin dwindles the value of my holdings of which I have no control over ... I was charged fees to do the transaction, and now my funds are being held with no explanation other than it needs time to clear. While the amount of the transaction is small comparatively to maybe others ... how many " other '' people is this happening to? Especially when fees are involved. I was trying to use Bitcoin as a faster method of payment, now it has been a week, and I am still unable to use the now reduced funds ( due to market fluctuation ) to the intended recipient.
Company Response:
State: WV
Zip: 250XX
Submitted Via: Web
Date Sent: 2018-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-22
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/2018, I sent {$15000.00} USD to my USD wallet on Coinbase from my debit card. I have level 3 verification which allows I believe {$25000.00} in a deposit, so this is within my parameters. I should be able to trade immediately, but not be able to withdraw for 3-5 days, which was no problem. I received an email notification that day that my withdrawal time frame had changed to 14 days. I received a follow up email a couple minutes later stating that I could not withdraw for 30 days - both due to " suspicious activity ''. Since XX/XX/XXXX, I have called Coinbase numerous times and emailed them. The " suspicious '' activity is that I deposited more than I generally do, however the deposited amount is within my verification limits, so this should not be " suspicious. '' The next day, I realized my ability to buy had been frozen, so as of XX/XX/XXXX, I could not buy any coins with the {$15000.00} that had cleared from my bank and was now officially in my Coinbase account. After several calls and emails, I was told these issues would be resolved within 5-7 business days. To clarify, there were two issues - ( 1 ) my ability to withdraw was locked for 30 days, and ( 2 ) my ability to purchase had been frozen. When talking to customer service, they were confused as to why either issue was going on, especially purchasing, as once the funds hit Coinbase, I should be able to trade immediately. So now I had to wait 9 days ( 7 business days + a weekend ), while {$15000.00} ( my entire savings ) was locked for purchase AND withdrawal. On Friday XX/XX/2018, I received an email stating that my funds would not be able to be withdrawn until XX/XX/2018 ( over two months ). The purchasing issue still has not been addressed. I was also told that even though my money is in a USD wallet, the amount can fluctuate up and down based on the price of Bitcoin. So to summarize, my funds are locked for 2 months, I can not purchase, I can not withdraw, and my total amount can go up and down. I have no access to {$15000.00}. I am a student with hundreds of thousands in loans, and I saved up {$15000.00} to put on Coinbase and they have essentially stolen it for two months. This is fraudulent, illegal, and unacceptable. I demand the ability to withdraw immediately and will not bring my business back to Coinbase. I will also note that I deposited the money so I could purchase BTC when it dropped to {$6100.00}. The evening of my transfer, it dropped to {$6000.00}, and a few days later, it is now at {$6400.00}. Coinbase, on top of everything else, prevented me from making an {$800.00} profit.
Company Response:
State: CA
Zip: 94611
Submitted Via: Web
Date Sent: 2018-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-12
Issue: Other service problem
Subissue:
Consumer Complaint: Hello We need to get what we were offered and promised! It's a contract! The issue here I think can be that the person which I sent a referral to used my original email address when I registered with coinbase almost a year ago, and which I gave to her to register for coinbase, while she didn't have any spare email for that time. So their automated system probably detected duplicate email address which already received a referral offer a year ago. But the person who got a referral has her own name, social security, account number, it's not a duplicate profile! And referral offer was under her name! We contacted coinbase many times, they are not willing to help, or even to understand what the issue is and why it's not triggering the referral offer for both of us.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I made a deposit from a bank account into my Coinbase account. On the confirmation screen ( before clicking submit ) it said specifically that my funds would be available within " 48 hours '' to withdraw. Therefore, I proceeded to submit. After the funds were confirmed to be available in my Coinbase account ( the next day ), the Coinbase web site proceeded to tell me that my {$250.00} deposit would not be available for " 27 days. '' Not only are they freezing / holding my funds for no reason, but it's very different than the availability that I AGREED TO before clicking submit. This is unacceptable to me. I reached out to Coinbase via support e-mail. They seem rather uncaring. I was told that it would be forwarded to a specialist and may or may not be resolved. It's been three days now. There is no follow-up and no resolution. I am looking forward to having this resolved as soon as possible, as well as an apology from Coinbase.
Company Response:
State: CA
Zip: 94102
Submitted Via: Web
Date Sent: 2018-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-09
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I bot Bitcoin in Coinbase. Before I deposit and buy Bitcoin. They never ask me document check. When I try to withdraw my money. They need me verify my ID. However, I tried to use my cell phone. My laptop, my desktop. My ID uploaded so many times, it is not working. They don't have physical address can solve the problem. Their chat is robot. Their tel number is robot too. They hold my money since XX/XX/2018 My point is if they can no allow withdraw. They can not allow deposit. They hold my money and extend the holding period. Now my money still can not withdraw
Company Response:
State: FL
Zip: 32837
Submitted Via: Web
Date Sent: 2018-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A