Date Received: 2018-05-09
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/2018 I sent {$1500.00} worth of a specific cryptocurrency ( XXXX ZIL tokens ) to Coinbase in error. Understandably, Coinbase does not currently support this specific cryptocurrency but it does support Etheruem and the specific cryptocurrency runs on the Etheruem blockchain. I reached out to Coinbase to have the coins sent back to me but I was given a bunch of excuses as to why they can not, the representative I emailed even went as far as to say that my coins were lost. This is 100 % false! The coins were sent to a secure wallet in which only Coinbase has the private key to access, and with this private key Coinbase can actually access these funds at any time. I explained this to the representative and she responded that Coinbase only accesses the private keys under extremely limited circumstances. If it can be done and Coinbase is just simply refusing to do it, they are pretty much stealing and violating lost property laws in NYS and in CA where they do business. The process to send me back my coins that were sent in error would literally with no exaggeration take only one minute if I had the private key to the wallet, but only Coinbase has access to the private key and will not cooperate in sending back the coins to me. I have proof of the coins in the wallet belonging to Coinbase and as well all communication from Coinbase regarding the matter. Hypothetically, if the value of this coin went up to {$1.00}, Coinbase would be sitting on $ XXXX USD equivalence in coins, not to mention all the blogs Ive found online with people in the same situation, just holding on to their assets as well. Return our assets Coinbase!
Company Response:
State: NY
Zip: 112XX
Submitted Via: Web
Date Sent: 2018-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-08
Issue: Other service problem
Subissue:
Consumer Complaint: I locked my coinbase account because I thought someone else was trying to login to it but I was mistaken and it was just a prior login I had attempted but put in the wrong info. On XX/XX/XXXX I requested that the account be unlocked so I can have access to it. I generic emails from coinbase and responded to them and each time I respond it says that I can't respond to the emails even though it says to respond directly in the emails. I have called customer service upwards of 10 times over the last 4 months. I have been assured that the case is being handled and then a few times they even admitted that they messed up and the case was just sitting there. I most recently received an email on XX/XX/2018 which seemed like someone was actually looking at the case and he said in the email " After youve taken steps to secure your e-mail and phone, please respond directly to this email to request access to your account be restored. '' So I responded to the email and go the automatic response again! The auto response says " Thank you for contacting Coinbase. In an effort to respond more rapidly to support requests, direct emails to this address are no longer enabled. To get a response from our support team, please visit the following page and complete the request form : https : //support.coinbase.comXXXX Please use the email address that you use to log in to Coinbase, select the appropriate category, and include as much detail as possible when submitting your request. Thanks in advance for your patience and support. '' But I am not going to continue to submit tickets to create new cases if they can't even answer and fix my first ticket. I just want access to my account and the support I have received to far is borderline fraudulent that it has been 5 months and I still have no access to my funds on coinbase and there is no sign that I will get access to them soon.
Company Response:
State: NY
Zip: 104XX
Submitted Via: Web
Date Sent: 2018-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-08
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I use coinbase. i did a transaction for {$220.00} on XX/XX/XXXX. other transactions went thru, just not this one .Below is all the correspondence and account info with Reference numbers Thank you for any help.
Thank you for contacting Coinbase support.
I apologize for the delay in responding to your email and for all the trouble. As we experience rapid growth, we are also experiencing a high volume of support requests and and are trying to get through them as fast as we can.
I understand that your case has been open for quite a while, and I just wanted to follow up with you to make sure everything is resolved.
If you are still experiencing any issues, please let me know and Ill be more than happy to take a look into it thoroughly.
For more info or question please visit our support website : https : //support.coinbase.com to find the best answer real quick or contact our Coinbase Phone Support # XXXX Best Regards, XXXX XXXX | Customer Service Professional How satisfied were you with the quality of service we provided today?
Poor | Fair | Good | Great On XX/XX/XXXX at XXXX PST XXXX XXXX
Company Response:
State: FL
Zip: 325XX
Submitted Via: Web
Date Sent: 2018-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-08
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I have a sum of {$350.00} unavailbled to me because my account is " restricted '' by coinbase. This means I can not move funds into or out of coinbase. After repeated inquiries : 1 ) XX/XX/XXXX, that my account was restricted. With a response on XX/XX/XXXX : " Thanks for reaching out. Having investigated the issue, I am working with a specialist to address it properly. We will follow-up with you as soon as we have an update. '' 2 ) Recieved a response on XX/XX/XXXX : " Ive just checked your account and can confirm that your request has been properly escalated. '' 3 ) Recieved no respond to my inquery on XX/XX/XXXX asking for an ETA. 4 ) Called in today to be told it was escalated ( for the second time ) on XX/XX/XXXX. I have little faith it will change anything.
Company Response:
State: CA
Zip: 92009
Submitted Via: Web
Date Sent: 2018-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-06
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXX, I contacted XXXX support team as I couldn't login to my XXXX account. Got an email with Case # XXXX that the case is assigned to a specialist for review. Till today ( XX/XX/XXXX ) even after 45 days, there is no solution from the XXXX support and still can't login to XXXX account. My funds worth almost {$12000.00} got locked in my account and couldn't access them. Contacted XXXX support several times but they are still saying the account is under specialist review and no way to contact that department directly. I got huge loss in this mean time as crypto market crashed and I couldn't sell the coins in my account. I need access to my XXXX account to use my funds. Please help me in getting the access back to my account so that I can login and use the funds. Please help me at the earliest.
Company Response:
State: IL
Zip: 61704
Submitted Via: Web
Date Sent: 2018-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-04
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Coinbase is an online platform for buying, selling, transferring, and storing digital currency. Currency can either be stored in a 'Wallet ', which acts like a current account and facilitates instant transactions, or a 'Vault ' service, which is advertised as a more secure method of storage. I decided to go with the more secure option and transferred all my funds into the 'Vault '. When setting up a 'Vault ', you are required to provide a secondary email which is used to verify and initiate withdrawals. On XX/XX/XXXX I initiated a 'Vault ' withdrawal, but soon realised I no longer had access to this secondary email address as it belonged to my former employer. There is no method to update this secondary email address via the Coinbase user account. I emailed Coinbase on XX/XX/XXXX to notify them of the problem, and received an automated response to say the only action was for the 'Vault ' to be closed and funds transferred back to the 'Wallet '. This would be a satisfactory outcome, however despite numerous attempts to contact Coinbase, I have only received further automated responses. I have carried out some research online and discovered numerous other people with similar problems, many of them reporting they are waiting 6+ months without resolution : XXXX XXXX XXXX I'm now deeply concerned for my finances and by the Coinbase operation.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-03
Issue: Other transaction problem
Subissue:
Consumer Complaint: Firstly, I contacted Coinbase on XXXX2018 for my issues with withdrawing funds, then we identified my problem and they said that I will be contacted by their technician, but that did not happen until today.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-03
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I have {$1700.00} in my USD wallet on Coinbase. OnXX/XX/XXXX XXXX Coinbase closed my account without warning or reasoning. Coinbase is not providing me with an option to get my money back and there is no linked bank account for me to recieve my funds. On XX/XX/XXXX I contacted their support and had ticket number # XXXX assigned to my case. OnXX/XX/XXXXI recieved an email from their support team asking for a screen shot of the issue i am having in which i replied the same day.I informed them that i have only made wire transfer deposits and never linked my bank account. It is now XX/XX/XXXXand i have still not gotten any help. I need my money back and every time i call support nobody will help me.
Company Response:
State: MI
Zip: 49301
Submitted Via: Web
Date Sent: 2018-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-03
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Everything goes well before XX/XX/XXXX, I can buy and sell coins through coinbase. Then I deposit XXXX $ to coinbase on XX/XX/2018. And the money number appears in my coinbase correctly. After this, they suddenly suspended my account and asked to add my SSN to complete verification. Then I try many times to use my SSN to finish this verification. But it always fails. I contacted coinbase then, and three months later, i still not get a proper solution ( they only replied me twice ). Nothing i can do but wait. They can not let me DEPOSIT MONEY AND JUST LOCK MY ACCOUNT.
Company Response:
State: KS
Zip: 66047
Submitted Via: Web
Date Sent: 2018-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-02
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Last year ( 2017 ) in XX/XX/XXXX I contacted Coinbase to regain access to my account, I emailed them and they told me steps to recover the account. Their website wasn't working correctly and I wasn't able to gain access. I emailed them back and forth 12 times in a long email chain where they said I would need to create a new account and that they would transfer my funds to that new account ( which is utterly outrageous and amateurish ). I created a new account just like they asked and emailed them the information and got NOTHING back. They haven't even acknowledged my existence since XX/XX/XXXX. It's disgraceful.
Company Response:
State: FL
Zip: 336XX
Submitted Via: Web
Date Sent: 2018-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A