Date Received: 2018-05-02
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2018 coinbase locked my account out. Its now been 5 days and I have contacted them numerous times just to be given the run around. I have {$1600.00} i sent over to send to my bank and they decided to lock my account out to where i cant even send the bitcoins back to my original wallet. Please help as coinbase has scammed me!!!
Company Response:
State: MO
Zip: 64506
Submitted Via: Web
Date Sent: 2018-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-02
Issue: Other service problem
Subissue:
Consumer Complaint: Step 1 : What is this complaint about? This complaint is about the customer service ( or lack thereof ) you I have been receiving from Coinbase during the last three weeks. I have been having two major problems with my account, yet have received no real help or assistance from Coinbase. Step 2 : What type of problem are you having? Problem 1 : As a Coinbase client you are able to purchase Bitcoins with having to pay a fee, if you first transfer your funds to XXXX ( which belongs to Coinbase ). Therefore, I tried to open a XXXX account on XX/XX/XXXX and it did not work. I contacted customer support, informed them of my problem and since XX/XX/XXXX I have not heard back from them. Problem 2 : Given that this took so long, I decided to purchase Bitcoin through Coinbase directly, even though this meant paying a 1,5 % fee both when you buy and sell your position. So I tried to log into my Coinbase account and this did not work, either. To be more specific : The XXXX XXXX authorization did not work. I checked Coinbase 's instructions, followed them and it still did not work. I then contacted them again on XX/XX/XXXX and gave them a call a day later, in which I was hung up on only to then be told via email that this issue was being dealt with. Since then I did not hear from them. I still want to get in the market - after all my account holds my funds - and I would like to see this problem solved rather soon. Step 3 : What happened? See Step 2. Step 4 : What company is this complaint about? XXXX XXXX XXXX. Step 5 : Who are the people involved? I only have my customer service cases, which are # XXXX ( for problem # 1 ) and # XXXX ( for problem # 2 ).
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-01
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXX I tried to withdraw money from Coinbase. The amount was about {$1000.00} USD, located in my USD wallet. I wanted to deposit the money into my bank account. I initiated the transaction- a deposit of {$1000.00} into my bank account, only to learn the next day that that transaction is referred to as a withdraw not a deposit. I learned this the next day when I tried to use my debit card linked to the bank account. My card was denied because of insufficient funds. I contacted my bank, who identified the problem and stopped the deposit. I then tried to fix my account by initiating a withdraw ( since I needed to withdraw money and put into my bank ... not deposit money from my bank ). Still having problems withdrawing my money, I called coinbase and was informed that my bank was the problem. They said my bank had blocked my account on Coinbase from all transactions. I was informed that I needed to talk to the bank to fix the problem. Which I did, both on the phone and in person. Coinbase still will not allow me to access my money and withdraw it from their company. It is now XX/XX/XXXX. I have called many many times since then. It is a scam, every time I call the person tells me that they can't help me, only a specialist can. I am informed that my case is being marked as urgent and high priority. I am told I will be contacted in 4-5 days by a specialist and I receive an email to confirm this. " 4-5 days ... but it could take longer ''. I never receive a call. I call back and ask people to read my notes in my file. This has gone on for months. I will ask the person on the phone if they have ever talked to a specialist themselves. No. How many specialists does Coinbase have? They have no idea. No one I talk to can give me any information. They just inform me that they are marking my case as highest priority. I have emailed too. XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. I have communicated that this is unacceptable from a company. I have discussed legal action. I have threatened to contact the CFPB, and here I am. I am at the point of pitting together a law suit.
Company Response:
State: NY
Zip: 11211
Submitted Via: Web
Date Sent: 2018-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-01
Issue: Other service problem
Subissue:
Consumer Complaint: hello, for security reasons when my phone was stolen coinbase closed my account - however afterwards - i have asked for it to re-enabled and their support says they are working on it and its been over a week. please i am concerned they are not going to give me access and i just wish to access my account asap/
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-01
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/2018 I received notification that my COINBASE password was trying to be changed. This was an unauthorized action. I immediately called COINBASE support who 1 ) validated the correct amount of funds were present, 2 ) the LOCKED MY ACCOUNT pending an Investigation. A few days later COINBASE sent me a list of questions verifying the dates and amounts of all my transactions which I sent back to them. I called a few days later to get an update as to the status of my LOCKED account and was told COINBASE has the right to lock my account for 45 days to conduct an analysis of my situation. I checked the user agreement AND NO SUCH RIGHT EXISTS OR WAS AGREED TO!!! I have tried calling COINBASE customer support to 1 ) get them to UNLOCK my account 2 ) acquire information on the status of the inquiry .... customer help is USELESS and they remain in control of my funds ( earning interest NO DOUBT ) under the FALSE and DECEPTIVE right they may LOCK my account for 45 days. I have threatened legal action ( true ... ) and written DIRECTLY to the CEO. I have received NO RESPONSE and my account remains LOCKED. I find this degree of deception and thievery unconscionable. COINBASE should be closed by the authorities at once! I want my funds and want to close my account ASAP. My case # XXXX
Company Response:
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2018-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-01
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Hello I XXXX XXXX XXXX transferred virtual currency ethereum ( {$2000.00} worth ) into Coinbase wallet on the XX/XX/XXXX in order to sell for US fiat dollars and was told that I owe an amount of {$390.00}. I then proceeded to try to pay for the fee with my virtual currency which I was told I was able to do, and was not able to via the website and/or mobile app. Contacted Coinbase and was told that they will put in a support ticket which this is my reference number # XXXX. I was told by the employee at Coinbase that they would contact me via email by the end of the night, if not the following morning but no longer than 48 hours. We are now on the 5th day. I've contacted them two other times from the last 2 days from the date of today on XX/XX/XXXX with no help. I just want to pay what I owe which I have the amount available to pay in the Coinbase account that way I can complete my transaction.
Company Response:
State: CA
Zip: 905XX
Submitted Via: Web
Date Sent: 2018-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-01
Issue: Fraud or scam
Subissue:
Consumer Complaint: Coinbase.com has closed account without reason and locked funds. I have an account in good standing but Coinbase decided to close it and lock my funds. Several thousand dollars. I know it was silly to trust Coinbase in the first place with a large sum of money. Every time I contact support about the issue I am fed the same auto response. This has gone on for months now and I am not sure where to complain to about this shady company. 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. Please let me know if the matter develops further as we investigate.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-30
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXX I decided that I no longer want to use Coinbase cryptocurrency wallet, so I closed/deleted an account ( with XXXX funds on it ). On XX/XX/XXXX I was trying to sent my Ethereum from 3rd party website to my currently used wallet, but I accidentaly sent it to a address associated with deleted Coinbase account. I imediately contacted Coinbase support via e-mail and also made a post on XXXX ( XXXXXXXX XXXX XXXX ). From Coinbase support I got an irrelevant ( probably automated ) reply that all transactions all irreversible. I also got contacted from one of the Coinbase XXXX moderators via the support ticket. She told me that my transaction was found in system and I should recreate my account so they can assigin my transaction to it. So I did that, replied and from that point I'm only waiting. It will be more than month now and I still didn't recived any reponse from them. Also, few days ago, I opened another support ticket, where I asked if they could finally look onto my problem. I will attach copy of both e-mails in .pdf file.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-30
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXX, someone pretending to be me went into a XXXX store in Pennsylvania. They had an ID card with my name on it which XXXX used to identify their customer. XXXX then swapped my phone number to an XXXX the thief in the store presented them. Once this person had my phone number, and was receiving my text messages, they reset the password on my e-mail account, then used the access to my e-mail account, and one-time-text pin from CoinBase to access my virtual wallets. Fortunately for me, my e-mail client was still receiving messages from Coinbase. I was able to click the " If you didn't request a password reset, click here '' button. Following that I was able to reach coinbase support person " XXXX '' on XXXX and she was able to lock my coinbase account. Coinbase was able to restrcit my account before the thief was able to transfer funds. They requested that I open a new account with a secure e-mail address. I did this, uploaded proof of identification, etc ... and CoinBase responded that they would move my funds to this new account. This was again confirmed via chat with XXXX on XX/XX/XXXX. on XX/XX/XXXX I followed up with coinbase again. They advised me that my account was with their escalations team and it could take 45 days to be reviewed. on XX/XX/XXXX I received a canned e-mail message from Coinbase asking me to go throught he same steps I had on XX/XX/XXXX when my account was initially compromised. on XX/XX/XXXX I called again and was advised that there is nothing else I can do to escalate this. The phone operator " XXXX '' was unable to give me any further escalation points, contact information, or timeline on when I could expect information about the case. on XX/XX/XXXX I followed up again with Coinbase via their online ticket submission portal. It's now been 13 weeks since the account was attacked. Coinbase refuses to give me contact information for a person assigned to the case, they refuse to give me a timeline for resolution, they refuse to give me any expectations for when or how I will be contacted for resolving the issue. I have no other recourse to turn to resolve this via the company directly.
Company Response:
State: UT
Zip: 84116
Submitted Via: Web
Date Sent: 2018-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-30
Issue: Other transaction problem
Subissue:
Consumer Complaint: Coinbase/XXXX is the same company, I will be referring to them both by using Coinbase. I am a customer of Coinbase. On the XXXX, I made a transfer in cryptocurrency from an external company ( XXXX ). The amount transacted was XXXX Litecoins ( worth roughly {$1300.00} at the time ). I sent Litecoin ( a form of cryptocurrency ) to XXXX, to an address that I was supplied for funding my account, and they failed to update my account to indicate the receipt of that transaction. While I did make the mistake of using the Bitcoin deposit address instead of the Litecoin deposit address, a small mistake like that should not release Coinbase from their obligation to their customer. The issue here lies with the fact that for some reason the address that was supplied by Coinbase works for both Bitcoin and Litecoin, the odds of which happening are very low. In this case Coinbase is the owner of both wallets so they have full capability to correct this matter. The transaction may be seen here : XXXX XXXX XXXXXXXX The details for the transaction ID may be seen here : XXXX XXXX XXXX XXXXXXXX The correct transaction is on line 7 : " 7 : Not yet redeemed - XXXX - XXXX LTC '' You can see that the account was credited the amount in question on the XXXX and there are no outputs, so the money is stuck on an account that Coinbase owns. It can also be verified via my Binance and Coinbase accounts. Funds were sent and never received. I contacted Coinbase immediately on the XXXX. I received an automated response on the same day which provided me with no assistance. I escalated the matter further and received a response on the XXXX that they can't do anything about this. This is unacceptable as from a technical standpoint they as a company are the only entity able to correct this issue. I demand that they rectify this issue and transfer the amount I sent to them ( XXXX Litecoins ) to my Coinbase account.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A