Date Received: 2018-06-27
Issue: Other transaction problem
Subissue:
Consumer Complaint: My issue is with XXXX. I set up an account and I want to cancel it and get my money refunded. XXXX said there were issues with my bank account when there were not. I tried entering new banking information and it would not take. Since then I changed my phone number and have been unable to log into my account because of their verification process. Every time I have called XXXX to complain they said they were aware of it and wait for my turn. I will know when its my turn when I get an email from XXXX telling me its my turn. Never got this email and it has been months. Every time I call I am told this same thing. It was only {$32.00} but now its the principle.
Company Response:
State: IL
Zip: 60453
Submitted Via: Web
Date Sent: 2018-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-27
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXX my debit card was charged {$1000.00} for a second time. I had previously made purchases on XX/XX/XXXX-XX/XX/XXXX that were already charged to my card. Coinbase sent me an email on XX/XX/XXXX stating that they made duplicate transactions on all XXXX card members and refunds would be issued as soon as possible. 4 months later I haven't seen a dollar yet after communicating back and forth with them through numerous emails.
Company Response:
State: SC
Zip: 29303
Submitted Via: Web
Date Sent: 2018-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-26
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX I initiated a transfer into my Coinbase account. I requested the transfer go to my USD Wallet but instead the funds seem to be held up in my XXXX wallet. The transaction shows as " pending '' with Notes reading " Failed to instantly exchange XXXX ''. What does this mean? I have contacted Coinbase numerous of times. Their response was Our payments team and advocacy team are investigating. Weve marked this email thread as a top-priority case, and well provide info to you as it becomes available. Coinbase seemed to be focusing a lot more on expanding their operations instead of properly serving their existing customers.
Company Response:
State: CA
Zip: 93722
Submitted Via: Web
Date Sent: 2018-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-25
Issue: Other transaction problem
Subissue:
Consumer Complaint: I purchased Ethereum from Coinbase on XX/XX/XXXX for {$200.00}, Litecoin on XX/XX/XXXX for {$150.00}, and Bitcoin on XX/XX/XXXX for {$210.00}. My Coinbase account was credited for these transactions. Then on XX/XX/XXXX, the transactions were reprocessed through my bank account. I disputed these charges with my bank because I did not make them. No additional cryptocurrency was credited to my Coinbase account for the false charges. The charges were refunded to my bank account. On XX/XX/XXXX, Coinbase removed {$570.00} worth of cryptocurrency from my Coinbase account. I have emailed them many times and created numerous support tickets to no avail. Coinbase will not credit my account or issue me a refund for the {$570.00} in cryptocurrency they removed from my account. Their customer service is mostly email bots that can not assist consumers with their actual issues. Their customer service is non-exsistent.
Company Response:
State: TN
Zip: 38104
Submitted Via: Web
Date Sent: 2018-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-25
Issue: Other service problem
Subissue:
Consumer Complaint: Coinbase has locked me out of my account on their website and I can not seem to get it recovered. Trying to sign in with my username and password pulls up a prompt for a 2 Factor Authentication code texted to an old phone number that I do not have anymore ( I recently changed it and forgot to update it on a few sites online including this one ). The normal process for many websites and 2FA issues is to submit proof of identity, but I am having repeated issues doing this with Coinbase with little effort on their end to help resolve the issue. After clicking the option that I no longer have the phone number ending in ( my old number ), I am taken to a " coinbase account recovery '' page that asks to upload my state ID and a picture of myself to verify that I am who I say I am and to recover the account. I am not sure what is wrong with their program, but I can not get the system to verify me no matter what I do. I have taken clear photos of my ID multiple times with my new XXXX smartphone, and for the picture of myself have used said phone camera as well as a laptop webcam, but no matter what I try to use their system refuses to accept the valid ID and photo of myself and will not recover my account. After this, I tried contacting Coinbase customer support through an online field submitted to them, detailed with this information that I no longer have my 2FA phone number, that I can not sign in to my account, and that their recovery systems are not working and put in a request for another way to verify my identity and recover the account, such as sending a copy of my social security or birth certificate, for example, or having a support agent personally check the ID and " selfie '' online if their automated system is having issues. I received an email from Coinbase Support within two days after, with what seems to be a canned response. It simply lists the steps to start an account recovery process using the automated method that above I stated is not working, so this was not helpful in recovering my account, as well as a few " tips '' for a successful validation that did not work for me. Furthermore, I was hoping to respond to this email with a further request for something to be done as this did not help me get my account back, but I have no further way to respond to the support ticket filed. The link in the email to follow to view the ticket status and add comments, etc does not work, clicking it simply redirects to the general support FAQ page. The fact that I can't recover my account in a timely manner isn't even a big deal, what's frustrating is that their recovery systems will not work even though my identity is accurate and true on the ID and photo submitted, and when I inquired on why it wasn't working and how to get my account back if it wasn't working, they simply sent a canned response and won't even give me a method to reply back for a different solution.
Company Response:
State: TX
Zip: 77494
Submitted Via: Web
Date Sent: 2018-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-24
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: I sent ltc to my wallet today. On top of that, I received a notification that my transaction was suspended for 72 hours. But I need the money very soon. It was coinbase.com Referenz-Code : XXXX XXXX. XXXX 2018 XXXX LTC
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-22
Issue: Other transaction problem
Subissue:
Consumer Complaint: This complaint is in regards to Coinbase. someone hacked my account and stole some cryptocurrency from my account. I notified them and they put a stop on the account. they did not nothing to retrieve my money. For the past 8 months I have been trying to log in to my account again and I have not been able to get access. I have sent numerous emails and calls and they keep telling me they are escalating this but nothing is being done. I just want access tom y account to close it. This is a fraudulent company and the government needs to examine their practices. XXXX XXXX
Company Response:
State: CA
Zip: 90505
Submitted Via: Web
Date Sent: 2018-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-22
Issue: Fraud or scam
Subissue:
Consumer Complaint: My coinbase account has been locked for over eight months! I am unable to buy or sell my coins, and my account was locked for no apparent reason. I called customer service, emailed them, and they gave me a ticket number to which was pointless because they did not resolve anything. I even submitted a complaint to which they said my account would be enabled in 14 business days. It has been 30 days, and the buying and selling option is still disabled! It is outrageous. How can they be so irresponsible? My only explanation is that coinbase is a fraud, and I am alerting all of those around me to stay away from them and use other platforms.
Company Response:
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-20
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: On XX/XX/2018 I was locked out of my Coinbase.com account. This happened for no reason and I have called the company multiple times with no resolution. Coinbase customer service themselves admitted that it was a " mistake '' and shouldn't have happened. However, 4 months later my account is still locked and they will not unlock it. I can't even speak to anyone other than a general customer service rep who states the same rehearsed lines. I have called them 5 times, emailed numerous times and can not get any form resolution to my problem. My {$3900.00} dollars has been locked up, or may be gone completely, they can't even confirm, for over 4 months with zero help from them.
Company Response:
State: NM
Zip: 874XX
Submitted Via: Web
Date Sent: 2018-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-19
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Dear Sirs, Please remove all of my data once the deposit has been made. A telephone call out of courtesy would be appreciated.
Your conduct is appalling Im afraid. hugely disappointed. I also wish to make a written complaint and therefore request your XXXX office address for this.
Im totally frustrated and quite disgusted at your processes and lack of function.
Regards XXXX XXXX XXXX, I cant add the XXXX account because this is the original problem! It will not accept the data but has been verified by my bank as correct.
The problem, as per the several complaints on many blogs and forums is the same as everyone elses.
Please arrange the deposit before I contact the US ombudsman.
Regards XXXX XXXX XXXX Set this up please for withdrawls out of both EU and GBP.
XXXX XXXX XXXX XXXXXXXX On XX/XX/XXXX, at XXXX, Coinbase Support
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A