Date Received: 2018-06-19
Issue: Other service problem
Subissue:
Consumer Complaint: Coinbase Case # XXXX Locked Out of My Own Coinbase Vaults Coinbase has a service called the " Vault '' that adds additional layers of security. In order to withdraw funds from the " Vault '', I need to receive confirmation on both Primary and Secondary email addresses. E-mail addresses on a vault can not be changed after it is created. My secondary vault approval address has mysteriously changed by Coinbases system to XXXX. I do not have any e-mail addresses that start with the letter XXXX. Now I cant initiate any withdrawals since two approvers are required. My funds are now frozen. I have spent many hours reading the comments of others on websites such as XXXX that had the same problem with Coinbase. Everyone was told that a specialist will contact them, but that didn't happen. Delay after delay. This is an unethical business delay practice. I contacted support by phone on XX/XX/18 and was sent a follow up e-mail. They still have not resolved the issue or even given me an adequate response detailing when they will help me regain access to my funds. What I want is for Coinbase to move all the funds from vaults ( 3 total ) into my wallets. There are XXXX bitcoins ( BTC ), XXXX ethereum ( ETH ), and XXXX litecoins ( LTC ) in their respective vaults. If you need any additional information from me, please dont hesitate to ask me. I have attached the following : Vault Setup Confirmation Emails ( Primary and secondary e-mails that I chose to use are shown ) Vault details screenshots showing that that secondary e-mail addresses for my three vaults have been changed to ( First letter is now XXXX, it should start with the letter XXXX ) Screenshots showing that my coins are in my vaults If you look closely at each of the screenshots showing the vault detail history, youll see that vault creation date is the same date that Coinbase sent the setup confirmation e-mail.
Company Response:
State: CA
Zip: 90012
Submitted Via: Web
Date Sent: 2018-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-16
Issue: Fraud or scam
Subissue:
Consumer Complaint: There was a fraudulent charge of {$6800.00} charged to my Checking account by CoinBase. I do not have a CoinBase account, so I believe someone has stolen my bank account information and made the unauthorized charge. I have contacted CoinBase and they have refused to investigate the issue, saying that it is my bank 's responsibility to investigate it. I believe this is an unacceptable response from a US based company. If they are unable to provide a secure method of processing transactions to minimize fraud, they should not be in business.
Company Response:
State: OH
Zip: 44124
Submitted Via: Web
Date Sent: 2018-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-15
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX, Coinbase disabled the trading of my account. My account was a fully verified account : legal ID and SSN were provided to Coinbase as required in XXXX. No communication or notification was given to me by Coinbase in any form about why the trading ability was disabled. All " Good till Cancel '' limit orders were also removed without any form of notification by Coinbase. On XX/XX/XXXX, I contacted the customer service and they stated they can not provide any reason as in why my account trading was disabled and why all the orders were removed. They also stated they could not provide any estimation of when I can receive a follow up of the problem investigation, not to mention when can the problem be resolved. An escalated support case was raised and case number is XXXX. I was told to check after 2 business days however till now there is not any update about this case by Coinbase. I am launching this official complaint with the Consumer Financial Protection Bureau about the below Coinbase/GDAX 's multiple unprofessional malpractices : 1. My account trading is disabled without any notification in any form even my identity was fully verified long time ago. 2. When contacted with Coinbase/GDAX customer support, no reason was given about why the trading is disable. 3. No estimation was given on when I can hear back on the escalated case for the problem. 4. Good till cancel order was removed without any notification nor with any explanation why.
Company Response:
State: CA
Zip: 95051
Submitted Via: Web
Date Sent: 2018-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-15
Issue: Fraud or scam
Subissue:
Consumer Complaint: I have a payment required on my account due to unauthorized access to my account. I have attempted to pay this amount regardless, but Coinbase does not allow me to pay the balance due to technical issues. I can not add money to my USD wallet to pay. I can not go to the payment required page and pay by bank or out of my BTC account. I currently have XXXX or {$5200.00} in my account. Due to this supposed " Payment Required '', I am not able to send or withdraw my funds. This needs to be fixed immediately. I have contacted Coinbase repeatedly on the issues within the access of my account and they are not handling it in a timely manner. Cases are still open, but they continue to close cases and I have to reopen them via the support ticket. After calling 4 times, they just continue to escalate the cases only to be rejected.
Company Response:
State: SC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-13
Issue: Fraud or scam
Subissue:
Consumer Complaint: XX/XX/XXXX and XX/XX/XXXX andXX/XX/XXXX myacct was broken in to by a remote hacker and with draws from XXXX XXXX to Coinbase then transferred to another out side us company with out my athurization Then both XXXX XXXX and Coinbase have made me feel I didnt protect my accounts or phone and said to bad I want my money back and I want someone to help instead of blaming me or saying there is nothing they can do.
Company Response:
State: MI
Zip: 49428
Submitted Via: Web
Date Sent: 2018-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-12
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: This situation is a cryptocurrency problem on the website Coinbase. About 3 months ago, I accidently sent Tron ( TRX ) to my ETH Coinbase wallet. They do no support the exchange, but refuse to send the private keys and return the money to the original exchange I sent from ( XXXX ).
Company Response:
State: NY
Zip: 11377
Submitted Via: Web
Date Sent: 2018-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-12
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Dear Sir/Madam My case number with Coinbase is XXXX The Coinbase system is not sending out my secondary email address which I need to withdraw my funds. The primary address of XXXX works fine - I get the email asking for approval. But the secondary email which I need to approve which is to be sent to XXXX never arrives. I have tried everything they advise to try in their FAQs to no avail. And they are not responding to my requests for help. It's not in spam of course. They also state on the phone that they can't help with vault problems via the phone. So essentially my 3 Bitcoin is locked up. I have read about people having this problem for months at XXXX so there is a bug in the system. You can see here XXXX XXXX XXXX XXXX XXXX XXXX Some people waited for months to finally get access to their money. Coinbase needs to be held accountable for their problems and needs to provide better service for their clients. I have been waiting and trying now for weeks to no avail and am fed up. Best XXXX XXXX XXXX XXXX XXXX.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-11
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: I invested in concurrency XX/XX/2017. I used Coinbase as it is the lead US wallet for crypto. I made a decent amount of money, so i decided to hold and just use my wallet as a investment in case the price was to rise. well I had not touched my Coinbase accounts for almost half a year. When one day, I checked my bank account and saw that coinbase had charged me 4 separate transactions that totaled to $ XXXX. Once I saw this I logged into my Coinbase account on XX/XX/XXXX and saw that my currencies had been emptied and sent somewhere else and someone was able to use my card to buy $ XXXX in bitcoin and sent it also to a address. I have contacted coinbase and they act that they do not care. I get different answers every time I call and quite frankly it is something I consider quite serious. I lost about ~ $ 6K and they just say I have to wait for my support ticket to get looked at. I am not too sure if it was a hack or not. I have reason to believe my account was not actually hacked. I received ZERO emails for any transaction that happened. I received ZERO 2fa for any login attempts. This is why i have reason to think it may be fraud. It really is a joke when a company treats money with support tickets. It just seems like someone had administrative access to my account and misused it.
Company Response:
State: KY
Zip: 420XX
Submitted Via: Web
Date Sent: 2018-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-10
Issue: Other transaction problem
Subissue:
Consumer Complaint: I meant to purchase XXXX BTC on coinbase.com on the morning of XX/XX/XXXX. However, transactions on coinbase will be pending for 1 week and mine will complete on XX/XX/XXXX. Immediately after the transaction, I realized I purchased XXXX. I immediately took to the support center to find a way to remedy this situation. It is impossible to speak to a human or get help for anything with coinbase.com. I have submitted a support request, but I then proceeded to read horror stories about many months-long support requests online. I am appalled by the level of service this company provides given the amount of money that is exchanged on this website each day. How can a company like this be so negligent when so much is at stake? How is it not possible to cancel a mistaken transaction while it is still pending, and will not take place until XX/XX/XXXX?
Company Response:
State: VA
Zip: 220XX
Submitted Via: Web
Date Sent: 2018-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-10
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Dear Sir / Madam, I have an account with coinbase to which I have been using for trading but has been restricted, so say coinbase, because I needed to verify my identity. I have since done that on the XX/XX/XXXX and made countless replies to the support ticketing system, to which I am consistently getting a somewhat generic response to wait until a specialist looks at my account. This problem has been going on since XX/XX/XXXX! After uploading the initial documentation recently, I have had a reply, stating : ( by XXXX XX/XX/XXXX XXXX Thank you for writing back. I understand that you have waited for quite some time now and you want your account restriction lifted. Please allow me to explain further. I made a clear review and your concern has been properly forwarded. Sometimes the time-frame given can take longer depending on the volume of cases. I can assure you that your case will be looked into and will be addressed by our specialists. Thank you for your utmost patience. Your understanding on this matter is highly appreciated. I then repeatedly advised XXXX that coinbase have no right to restrict access to my wallets. I stated that all I want to do is withdraw my coins from the coinbase run wallets so that I can store the coins in my own hardware wallet. I have also noted to coinbase that before the intention to restrict my account, I have never been given an opportunity to withdraw my coins from coinbase wallet and close the account. Instead coinbase have restricted the ability to send/withdraw coin. I have repeatedly stated to coinbase that I need access to my coin because I am a full time trader, I trade crypto markets for a living, and because they have restricted access to my coin, they are causing me great emotional distress and financial hardship, as well as it being illegal to withhold my coin. I have successfully uploaded all identification documents and a selfie, received the appropriate emails from coinbase to confirm this, I have done nothing wrong, yet my wallets are still restricted and I am unable to withdraw my coins. The answer from coinbase is always, please wait whilst a specialist checks the account. by XXXX XX/XX/XXXX XXXX Hi, XXXX XXXX Thank you for writing back and thank you for completing the identity verification. Let me ensure that this gets addressed as soon as possible. I am working with a specialist to continue resolving this issue for you. We will follow-up with you as soon as we have an update. I do not understand why coinbase have restricted access to my coin wallets, nor should they be allowed to do so. I have repeatedly asked them to fix this issue, but the generic reply is always given which is to wait and wait and wait. I do not wish to do business with coinbase any longer, I just want to withdraw my coins to my own hardware wallet and then subsequently close my account with coinbase as I have been treated very badly and no longer wish to pursue any future business with them.There is a significant amount of coins in my account, that coinbase are withholding from me, preventing me from withdrawing my coin to my own hardware wallet. The coin details are attached.
Company Response:
State: VT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A