Date Received: 2018-08-03
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I have had an open coinbase support ticket for over a week ( Case # XXXX ). I have an entire transcript of the issue as well. I withdrew cryptocurrency ( ethereum ) from my wallet - and a glitch in their system has yet to send it to the blockchain. Support has been entirely unhelpful, as they ignored the problem many times stating that the transaction was sent. I sent 4 transactions for the same amount ( .XXXX ethereum ) and 3 were successfully sent. The support team keeps telling me they were sent referencing the 3 successful transactions. Four days ago, they acknowledged the unsuccessful transaction ( finally ), have said they are working on a fix, but have not provided one nor any timeframe in which theyll have a solution. Because of this, my account has had .XXXX ethereum removed from it, which is being held by Coinbase since they have yet to send the transaction to my original withdrawal address or credit back my account because of their own internal issues.
Company Response:
State: CO
Zip: 80129
Submitted Via: Web
Date Sent: 2018-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-03
Issue: Other transaction problem
Subissue:
Consumer Complaint: In 2013 I was using Coinbase for virtual currency transactions. One day I logged in and my entire account balance was empty. Checked the login logs that they make available and someone had logged in, in the XXXX to the account and transferred the balance. I contacted the company several times of the years trying to see what could be done. Providing logs, information and anything they asked for. Unfortunately they always said there was nothing they could do.
Company Response:
State: NM
Zip: 880XX
Submitted Via: Web
Date Sent: 2018-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-31
Issue: Other transaction problem
Subissue:
Consumer Complaint: Earlier this year, I had invested in the " XXXX XXXX '' XXXX, acquiring XXXX tokens in total. On the XX/XX/2018 I decided to withdraw these tokens, and sent them to my crypto wallet at " Coinbase.com ''. After waiting several hours and not seeing the transaction appear in my Coinbase account despite it being visible as completed on XXXX, I contacted Coinbase at which point they advised me that they in fact do not accept that form of token, were unwilling to return my transaction and that I should consider it lost. I went on to request that my issue be escalated which it was, and I received one more email stating the same as the previous. Since then they will not respond to my communications. I believe that this is a case of theft, regardless of how they try to hide it behind the guise of technological issues. They have access to my funds, which at the time were equivalent to somewhere between {$3000.00} - {$4000.00} and refuse to either credit them to my account or return the transaction to it's original location, something that in any financial institution would have been done automatically by appropriate mechanisms.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-28
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Hello my name is XXXX XXXX. On XX/XX/2018 I purchased {$80.00} of Bitcoin and {$10.00} from the website Coinbase. The {$80.00} of Bitcoin was stored in my Bitcoin wallet and the {$10.00} was stored in my USD wallet. I was told to wait a few days before trying to transfer the funds from my Coinbase wallets over to my XXXX wallet. However, while waiting I noticed that the {$85.00} had been double charged in my checking account which set my account into a negative balance and thus a NSF fee was charged. I didnt have the funds to bring my account into the positive and when I spoke to Coinbase about the issue they said they would have their agents look into it. A few mroe days passed and they didnt resolve the issue so I filed a report with my bank and they got the {$85.00} that was double charged back into my account. However, Coinbase put my funds that I had in my wallets on their site into a hold until they could look further into the issue that took place on my account. On their site it had a disclaimer on my account that my funds would be on hold until XX/XX/2018. When that day arrived however my funds were released from being on hold but it said that buys were " currently disabled from your account ''. This means I cant transfer the funds from my Coinbase wallets into checking account cause there is a block on my account. When I called Coinbase support they keep telling me that I have to wait for their agents to fix my account and get the hold uplifted on my checking account. I have been waiting since XX/XX/XXXX and at this point am frustrated and tired of playing the waiting game. Any help you could provide would be extremely appreciated and helpful to me.
Company Response:
State: FL
Zip: 33563
Submitted Via: Web
Date Sent: 2018-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-27
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Around XX/XX/XXXX I was unexpectedly locked out of my Coinbase account without warning or a reason given. I contacted customer support about the issue and they replied that they had a specialist working on the issue. I waited patiently for the issue to be resolved, but I didnt hear anything from Coinbase. Almost 3 weeks I have been locked out. I contacted customer support since then close to 10 times, and each time they tell me a specialist is working on it. They asked me to take 2 surveys about my account. I did everything the have asked. Even customer service keeps saying that it shouldnt take this long, but there is nothing they can do. I have almost XXXX worth of coins in the account and its all locked up. Meanwhile my bills are piling up. I have read that this has happened to many other people being locked out of their accounts for no apparent reason for months.
Company Response:
State: OH
Zip: 447XX
Submitted Via: Web
Date Sent: 2018-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-27
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: On XX/XX/2018, I transferred XXXX Bitcoin ( {$1000.00} USD at the time ) from my GDAX account to my Coinbase account. The balance in my GDAX account went to XXXX BTC. When I checked my Coinbase account, the balance was also XXXX BTC. Effectively my Bitcoin balance just disappeared entirely. I created a ticket with Coinbase to resolve the issue and it turns out there was a bug on their side which caused the BTC I transferred to be sent to my old deleted account, making it impossible to access the BTC. It has been almost a month with no updates from Coinbase and I am completely unable to access these funds.
Company Response:
State: CA
Zip: 94596
Submitted Via: Web
Date Sent: 2018-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-26
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: Account was initially locked then suspended. It has been over a month but my USD funds are locked in the Coinbase system without a method for withdraw. Multiple emails and phone calls have been made, but there has been no action for resolution or even talks of how the issue will be resolved. - All phone calls have ended with " a specialist with reach out to you '' all emails have been canned answers " Unfortunately are unable to elaborate on our internal decision process. '' - There has been no response made via XXXX - No response from mods via XXXX - All agents ignore the issue at hand that the company is locking my personal funds on their system without any means of withdraw.
Company Response:
State: CA
Zip: 91205
Submitted Via: Web
Date Sent: 2018-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-25
Issue: Other transaction problem
Subissue:
Consumer Complaint: I have attempted to recover my missing funds in the form of bitcoin from Coinbase since XX/XX/2017. I have emailed them several times and spoken to their customer service and nothing has been resolved.
Company Response:
State: CA
Zip: 95376
Submitted Via: Web
Date Sent: 2018-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-25
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I have been a user at www.coinbase.com for over a year. They recently closed my account claiming I have violated their TOS, and are forcing me to withdraw my funds ( {$12000.00} USD ). I have repeatedly withdrawn from their site before using my linked bank-account. But this time, they will not process the withdrawal because of a system error. XX/XX/2018 : I e-mailed their customer support about this. They replied to my e-mail with a URL link that I should use to fix the issue - but the URL does not work. XX/XX/2018 : I told them the URL they provided does not work ; they referred me to a " specialist '' to " investigate '' the issue. [ four days pass with no reply ] XX/XX/2018 : I call their customer support phone hot-line, and they said they would send me an e-mail with a different URL link. After I hung up, I tried new URL link, but that also did not work. XX/XX/2018 : I call their customer support phone hot-line again, and they said they can see the issue had previously been raised and there is nothing they can do to speed it up. They refused to give me a timeframe of when it could be resolved. They said they are just support and have no information of the progress of the " investigative specialists '' that my issue was forwarded to a week ago. I have read that many people have had this issue since 1 year ago, and have waited 3+ months still with no reply. Then there are reports that CFPB complaints is the only thing that gets coinbase to rectify the issue in a timely manner.
Company Response:
State: FL
Zip: 33196
Submitted Via: Web
Date Sent: 2018-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-21
Issue: Other service problem
Subissue:
Consumer Complaint: My phone was stolen, and my PC drive went bad in the same week, so I lost my saved authentication methods. There is a process to validate your identity and regain access to your account by scanning your photo ID, etc. My photo ID says " XXXX XXXX XXXX XXXX ''. My account says " XXXX XXXX ''. There was no mention at the time of account creation that my account name had to match my photo ID. XX/XX/18 - opened Case # XXXX with phone support XX/XX/18 - I emailed coinbase to check the status XX/XX/18 - they sent me the same pre-written " your case has been escalated '' email, with no further instructions are projected date of resolution XX/XX/18 - they sent me an email with a link to verify my ID. This was extremely insulting, as the reason I opened the case is that their method of ID verification can not work when your name does not match your ID. XX/XX/18 - I called them, re-explained the issue and why the link they sent me is not useful, and they assured me " my case has been escalated '' for the umteenth time.
Company Response:
State: OR
Zip: 97219
Submitted Via: Web
Date Sent: 2018-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A