Date Received: 2018-04-22
Issue: Other service problem
Subissue:
Consumer Complaint: My account was locked on coinbase and I have called multiple times about getting it unlocked with little to no effort to the company to unlock so I can take my funds off the website
Company Response:
State: IL
Zip: 629XX
Submitted Via: Web
Date Sent: 2018-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-21
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: Started by calling COINBASE, a currency trading company located in California, seeking help to download their app, since all the codes sent to me by them failed to download the app. XXXX XXXX, supposedly a company representative answered the call & offered to guide me step by step to download the app & be able to trade when I want to. When I noticed that my account balance dropped markedly, I went through all the transactions to find out Coinbase company had withdrew significant amount of money totaling {$70000.00} within less than a month without my authorization or consent. XXXX XXXX claimed that was illegally done by a former employer that was fired, but then he claimed that it was a computer glitch, but he promised that all my money will be refunded back to my account. Coinbase refunded {$6500.00} & XXXX to my account but no more. A balance of {$53000.00} is remaining to be refunded. When I failed to reach XXXX, XXXX again, I called Coinbase tool free, they indicated that the account is on hold & being investigated by security dept, but they offered no further details. ( Any transaction with Coinbase, needs to be done from their app on my own PC or my phone. Until now this app is not installed on either one. ). In short, I never placed any order, authorized any fund withdrawal or placed any order. PLEASE REFER FOR MORE DETAILS IN THE ATTACHMENT
Company Response:
State: NJ
Zip: 07307
Submitted Via: Web
Date Sent: 2018-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-20
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I have had my account frozen for a week. I am unable to withdraw, send, or exchange currencies on coinbase. I have emailed and called the company several times including the XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX,. Several emails and phone calls. The response it always your case has been escalated but the account remains frozen. They have over 10k dollars of my currency frozen on their site. We have made several plans to settle the balance and unfreeze the account. I need to access my funds.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-20
Issue: Money was not available when promised
Subissue:
Consumer Complaint: i made a purchased of XXXX $ bitcoin from coinbase since XXXX of this month and after 6th days they canceled my order and they told me i will receive my money back within 3-4days but it's more than 8 days now i haven't receive the money back ... Coinbase Your purchase for {$900.00} USD of BTC has started We expect your purchase to be completed by XX/XX/2018. We will send you another confirmation when your purchase is completed. We're unable to cancel started orders. Read more about why here. Reference code XXXX Payment method XXXX XXXX XXXX - XXXX ... XXXX Start date XX/XX/2018 Estimated payout XX/XX/2018 Amount XXXX BTC Exchange rate @ {$6600.00} / BTC Subtotal {$890.00} Coinbase Fee {$8.00} Payment Method Fee {$0.00} Total {$900.00}
Company Response:
State: VA
Zip: 233XX
Submitted Via: Web
Date Sent: 2018-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-18
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I made a deposit to Coinbase wanting to exchange USD to buy Litecoins ( LTC ) using my XXXX credit card {$50.00} which is issued by XXXX XXXX XXXX XXXX XXXX XXXX. I later transferred {$500.00} from XXXX to Coinbase. Both were lengthy processes taking over a week or two because to set up ACH transfer you need to respond back and forth with a security code and set up amounts to prove and security the accounts back in XX/XX/XXXX. I did this verification and finally in XX/XX/XXXX I observed the transaction on my Coinbase account as XX/XX/XXXX & XX/XX/XXXX, and from electronic statements from XXXX. My problem is Coinbase double billed both amounts, the {$50.00}, {$500.00}, and a {$10.00} fee. I called XXXX about this and they said it was all requested from Coinbase. I call Coinbase and they say it was a glitch on XXXX / XXXX end. There's a ton of complaints on the internet about Coinbase double billing clients. I call Coinbase XXXX and corresponded with Coinbase via XXXX. Wrote them : Coinbase, Inc., XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX. They say they have it as top priority to refund my money, but it doesn't happen. I have made multiple attempts, even provided copies of my XXXX statements. Nothing happens. They say it takes time because they can't correct quickly because of security and all transactions must be slowly & carefully handled. This is nearly 3 months. I will try to attach images of my XXXX statements. When you contact Coinbase they will ask you for my full name : and email address. Their transaction account information is on the XXXX statements. They have a file under my account about this matter, because I request, and they acknowledge each time I talk to them on the phone. Actually they say you are only supposed to use the phone only if your account has been hacked or breached and use the Coinbase email support on all other matters, but they never reply, just a robot acknowledgement. Thank you for helping me. I got your contact information by reviewing Coinbase complaints on the internet. Sincerely, XXXX XXXX
Company Response:
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-18
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Transferred {$5000.00} to my coinbase account. They refuse me access to my account and refuse to allow any communication to someone in charge. Lower level employees tell me my issue has been escalated to the next level and resolution is coming. It has been over 6 weeks now and I am still unable to get answers as to where my funds are. I am still unable to communicate with anyone having knowledge of the issue or how to resolve it. Coinbase 's actions is simply stealing money from its customers. In the meantime the market has been extremely volatile and I have been losing value on my account.I have absolutely no control of my account and I am unable to withdraw the funds.
Company Response:
State: CA
Zip: 92656
Submitted Via: Web
Date Sent: 2018-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-18
Issue: Fraud or scam
Subissue:
Consumer Complaint: I need CoinBase/XXXX to stop holding my money XXXX. They won't even let me LOG IN to see what happened to my balance. No one is giving me real answers and they *refuse* to give me any information about the status of my account.
Company Response:
State: GA
Zip: 30043
Submitted Via: Web
Date Sent: 2018-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-16
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I opened a trouble ticket via email, as they will not handle these kind of issues over the phone. I have no access to my XXXX account where my funds are being held. I can not buy or sell with my coinbase account at all even after it had been verified and used the funding sources for over 90 days. I have called multiple times and emailed countless times and have not gotten a response. Seeing as how they are the only ones with access to my funds, this can't be legal. If a brick and mortar bank were to not give someone their funds the government would take care of it, but since I am an e-customer they don't have the sense of urgency they should.
Company Response:
State: CA
Zip: 93030
Submitted Via: Web
Date Sent: 2018-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-16
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I have an account on Coinbase ( cryptocurrency ). I have made prior purchases/transactions for bitcoin and ethereum with Coinbase. I have already sold one of my bitcoins however a 2nd bitcoin I purchased in XX/XX/XXXX is not available for my use/sale at this time. I had received an update this past year regarding concerns of identify/online thefts of cryptocurrency and I moved my 2nd bitcoin into a vault that required 2 factor email verification. Unfortunately I left the job that the 2nd email was associated with later this past year and no longer have access to that email account. I have emailed Coinbase since XX/XX/XXXX multiple times including this past month on XX/XX/XXXXrequesting they move my remaining XXXX bitcoin from my vault to my wallet. They assured me they have the capability to move my cryptocurrency from my vault to my wallet and have emailed me multiples times stating my request has been escalated to their specialists/tech department however its now been almost 4+ months without resolution and my XXXX bitcoin is still in my vault without access. I have requested multiple times by email that they move the remaining cryptocurrency to my wallet without response and they are no longer answering my follow-up emails ( last one dated XX/XX/XXXX ).
Company Response:
State: NY
Zip: 12203
Submitted Via: Web
Date Sent: 2018-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-15
Issue: Other service problem
Subissue:
Consumer Complaint: I first contacted Coinbase/XXXX, which are two affiliated exchanges, on XX/XX/XXXX to ask that they provide access to my XXXX account. Among other reasons, I need access to my XXXX account to obtain my virtual currency transaction history that is necessary to complete my tax return. After numerous emails and phone calls with Coinbase/XXXX throughout XX/XX/XXXX and XX/XX/XXXX ( emails attached ), they have still failed to resolve this issue and still have not restored account access. Instead, they have sent me multiple irrelevant boilerplate emails regarding declining to give tax advice ( which I never asked for and has nothing to do with my issue ). At one point, they informed me in anXX/XX/XXXX phone call that they had wrongly cancelled my support request without informing me and for no given reason. They have also stated by phone that their phone support staff are unwilling to communicate with the technical staff members who can fix this issue. I have informed Coinbase/XXXX multiple times in my emails and by phone that restoring account access was time sensitive so that I could complete my tax return. Despite this and despite the numerous communications I have had with them, they took no steps to resolve this issue and I have been forced to file a tax extension with the IRS. Because this issue is still unresolved, I may be unable to file a complete and accurate tax return even after this extension due to Coinbase/XXXX 's actions. I believe that Coinbase/XXXX 's actions constitute obstruction of tax compliance, a federal crime, and their actions are putting me at risk of facing tax penalties or other IRS action that is solely because of Coinbase/XXXX 's knowing failure to address this issue. I am requesting assistance dealing with Coinbase/XXXX so that they will resolve this issue immediately and restore access to my account so that I can obtain this transaction information necessary to meet tax requirements.
Company Response:
State: TX
Zip: 77008
Submitted Via: Web
Date Sent: 2018-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A