Date Received: 2018-05-16
Issue: Other transaction problem
Subissue:
Consumer Complaint: XX/XX/XXXX I was moving coins between my XXXX and Coinbase account to transfer them out until I got an error and was logged out of the system. Trying to log back into XXXX it again gave me an error but this time showed a splash that I should contact support. I called the support line and case # XXXX was put in for me about my issue, XX/XX/XXXXI received a reply saying that " A manual review has determined that you are not eligible to use the Coinbase platform to purchase digital currency. Were sorry for any inconvenience that this may cause. We regret that we are not able to supply you with any additional information. Please note that we have not blocked access to any balance currently in your Coinbase account. While we can no longer process buy orders via our banking relationship, you may withdraw these funds at any time. Again, I apologize for any inconvenience this has caused you. ". After reading this I assumed that I could log into XXXX to retrieve my coins, I saw the same error and splash saying I should contact support. I contacted specifically XXXX support this time due to me not knowing at the time that support for Coinbase and XXXX were the same. Given the case # XXXX, I received 2 responses that next day the XXXX. One from Coinbase support saying that my banking limit had been increased to {$10000.00} and one from XXXX support saying that they have received my request in reference to case # XXXX. My next attempts to get access to my XXXX account was just me calling support, being told that " my case is getting escalated to a higher level '', and that " they're waiting on a response from the specialist ''. The last time I contacted XXXX/Coinbase support about this issue was XX/XX/XXXX. Until today XX/XX/XXXX where I wanted to verify that nothing has changed, the support on the phone gave me the same spiel as I had been previously getting.
Company Response:
State: AP
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-15
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I'm trying to link my account with coinbase.com a cryptocurrency account But it saying.. I am blocked. Please assist
Company Response:
State: TX
Zip: 77072
Submitted Via: Web
Date Sent: 2018-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-15
Issue: Other transaction problem
Subissue:
Consumer Complaint: On the XX/XX/XXXX, I attempted to make a purchase of XXXX USD of Ethereum on Coinbase. Coinbase rejected my purchase ( directly linked to my XXXX XXXX account ) due to " insufficient funds '' in my account. First, I did not have insufficient funds, but secondly, and MOST importantly, the XXXX USD was still withdrawn from my account by Coinbase in a wire transfer. I never received the Ethereum. Two days later, I called Coinbase and was immediately informed that this was a " glitch '' in their system. The customer service representative kindly informed me that Coinbase would wire me the full amount in 3-5 business days. After 6 business days, I called another representative, who informed me that because of issues with banks, the transfer will actually require 10 days. After day 11, I called again, and was informed that nothing has happened, but that " a case specialist '' is working on my case. I called back a day or two later, and they asked me for pictures proving that the money was actually withdrawn. After rendering the pictures, I was informed that I would be receiving the money very shortly. I called back a day later, and they informed me that after sending my pictures, the company had " escalated '' my case, but due to large volume of " new users, '' it might take some time. I finally called back on the XX/XX/XXXX, inquiring about my case. The customer service rep informed that there were no new notes, and that actually, a case gets " escalated '' the second that a rep and customer file it in the system. This is problematic, because it means that by submitting pictures of my account, nothing new actually happened, and it appears that I'm no closer to a resolution and a return of my XXXX XXXX. As of now, Coinbase has {$1000.00} of my money, without justification or purchase on my end.
Company Response:
State: MN
Zip: 551XX
Submitted Via: Web
Date Sent: 2018-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-15
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Coinbase was a company I used to buy crypto currencys. They charged my account for crypto I didnt receive so I did a chargeback on my bank account. Ever sense then my account has been locked up and that was back in XXXX or XXXX of 2017. Ive called many many times but they just keep saying my account is being looked at. I have money sitting in my account that I turned into actual dollars not crypto currency. But because of my account being locked up theyre just holding my money illegally for months now. I want it back and they arent doing anything to make that happen.
Company Response:
State: AZ
Zip: 85205
Submitted Via: Web
Date Sent: 2018-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-15
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: My account was disabled/locked on Coinbase. I did a couple of transactions in the past and everything was fine. The problem I had today ( XXXX of XX/XX/XXXX) was the first time I was facing a account block. I bought approx 1.16 ETH ( round about 750 EUR ) After that the ETH was added to my Coinbase wallet. So far so good. After that I have tried to transfer my 1.16 ETH to my ETH wallet adress ( external Wallet ) and I did the withdrawl on Coinbase. After that I got an Email which says that the transfer is delayed and will take 72 hours. After that I have used the Coinbase option to accelarate the transfer by uploading my ID, Passport and a selfie of me. And thats what I did exactly. After that my account was disabled. No response from Coinbase at all. On the phone they told me that they dont know why my account was disabled ... But I got an case number -> # XXXXXXXX XXXX XXXX
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-15
Issue: Other transaction problem
Subissue:
Consumer Complaint: I have a significant amount of cryptocurrency with Coinbase. They have wallets and a " vault '' which was recommended to me by Coinbase to put my funds in so that they were safer. I have been trying to pull the funds from my vault into my Bitcoin wallet for 5 months. I have an exhaustive compilation of emails and phone records involving over 20 emails and over a dozenlong phone calls. Their system does not work, and when you call support they claim the phone support people can not resolve it and it needs to be given to a " specialist '' who does not have a phone. Convenient. I have been told more times than is fathomable on the phone and via email since XX/XX/XXXX that my case was being " escalated to a specialist, and they would rectify the problem and release my funds ''. Nothing. Not a single email or resolving my problem. This is criminal negligence. My name is XXXX XXXX and my Coinbase account can be provided upon request but I do not wish for it to be published.
Company Response:
State: TN
Zip: 379XX
Submitted Via: Web
Date Sent: 2018-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-11
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: coinbase.com - isnt ' their a us law that states that i an institution holds your cash, they are no way shape or form allowed to keep you from yourn cash? when obama wasa prez, you had him going to florida and tell those law ppl their fired and he endforced the laws but now you got a pseudo banking institution which has my cash in their institution. i orgot the password for the account and dont ' remember the password for the email address. so i called coinbase.com at XXXX XXXX XXXX XXXX so i give her my name password, and then shes ' like last 4 of your phone number., im gon na fax you some personal identificatrion and shes like we cant conrtinue if you cant give me your last four of your phone number ; so i go, gim me an email address, ill send you 17 ids and my ssn and i go, excuse me itrs my cash you cant no youre not allowed to not give me access tro my money, so i finally go do you have a supervisor i can talk to and shes like sure and hung up. my name is XXXX XXXX XXXX XXXX XXXX nys XXXX
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-11
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On the XX/XX/2018 I withdrew XXXX from a company called Coinbase. I was promised the funds in 2-5 working days. After a week I contacted them and they had said the transfer was complete and it was my banks fault. After many calls to my bank I found out that Coinbase used XXXX as a middle bank to transfer it to mine and they forgot to tell XXXX where the money was going. After numerous emails to their support team Coinbase have left me in the dark.
Company Response:
State: RI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-10
Issue: Other transaction problem
Subissue:
Consumer Complaint: Our completely legitmate company followed all correct procedures to open am institutional account with Coinbase. They rejected our application. During the review we transfered XXXX XXXX into the account as there is no reason that we expected to be denied. Since then they have refused to send the funds back to the XXXX address from which they were originally sent with no timeline for resolution. We hve submitted support tickets, called over 20 times, been hung up on, spoken to managers, etc.
Company Response:
State: WA
Zip: 98155
Submitted Via: Web
Date Sent: 2018-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-09
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I wasn't able to receive my funds
Company Response:
State: CA
Zip: 91401
Submitted Via: Web
Date Sent: 2018-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A