Date Received: 2018-03-29
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I invested money in Cryptocurrencies via Coinbase. After a couple of months, I made a profit and started the process to withdraw funds, I made a SEPA payment to link my bank account to Counbase to withdraw, it has been a few weeks since the SEPA payment and the only response I get is, we will get back to you in 2-3 working days. I have around 600 in the account so its important j get it out.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-28
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I wanted to withdraw {$110.00} from my usd wallet on Coinbase. They told me it would be in my bank account by XX/XX/XXXX but it wasn't there. That was my second attempt to withdraw the money and i still haven't been paid.
Company Response:
State: TX
Zip: 75231
Submitted Via: Web
Date Sent: 2018-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-28
Issue: Other service problem
Subissue:
Consumer Complaint: On XX/XX/XXXX, I sold virtual currency " XXXX XXXX '' valued at {$2900.00} USD through Coinbase.com, a cryptocurrency exchange. They have never deposited the money into my checking account and I have had repeated interactions with their customer service where I was given unresponsive, inaccurate, or incorrect information as to the status of this transaction. I have spoken with customer service representatives named XXXX, XXXX, and XXXX, and Supervisors named XXXX, XXXX, and XXXX. None of them have given me conclusive information as to the nature of the delay or when I can expect payment. As of XX/XX/XXXX, more than 3 months later, I have still not seen these funds and have no idea when I can expect to. The last interaction I had with Coinbase customer support, they indicated I might consider reaching out to their legal team.
Company Response:
State: NC
Zip: 28403
Submitted Via: Web
Date Sent: 2018-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-28
Issue: Other service problem
Subissue:
Consumer Complaint: I've had an account with Coinbase since early 2017 and on two occasions have blocked my account in error. The first time it took well over 4 months but at that time i had no money inside so i was very patient, they also at the time allowed you to withdrawal money from both your coinbase and XXXX account. This time around they blocked my account they didn't give me any access to my XXXX account. This has been like this for 3+ months now and they're email team gives no response as well as their phone service because they claim they cant do anything but answer the phone to say that they cant do anything. I have about 1500 usd that i have left their for 3 months. At this point its ridiculous and to top it all off the last time i called the over the phone to try and get help the young man over the phone said someone when i had called last time had marked my case as closed or resolved even though it wasn't. I do not understand how the people over the phone cant help you but they can mark the case as resolved.
Company Response:
State: FL
Zip: 33160
Submitted Via: Web
Date Sent: 2018-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-28
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I have an account with Coinbase that I manage on my mobile phone. One time the phone got lost and I called in to lock the account. Then, after the phone was found, I am having a lot difficulties recovering my account and profile. It has been over 2 weeks since that happened and I can't get into my account and make any transactions. I contacted the company numerous times on this issue. Very frustrating since I missed a lot of opportunities with my funds. Please help me resolve this issue.
Company Response:
State: MD
Zip: 20854
Submitted Via: Web
Date Sent: 2018-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-27
Issue: Fraud or scam
Subissue:
Consumer Complaint: Date : XX/XX/2018 ~ Now Amount : about 6k + my ETH & LTC I have tried to withdraw my money from the company, but the company has not allowed me to do that and they are holding my money for a long time. They required me to verify my SSN in their system in order to withdraw my money, but the SSN verification system has not been working. I verified my driver 's license, I have a valid SSN, and I tried all the ways that they recommended me, but the system is still not working so I can not withdraw my money. I'd like to withdraw my money from the company. It does not make sense that I can not have my money back. I attached some evidences ( I removed my information ).
Company Response:
State: WI
Zip: 53705
Submitted Via: Web
Date Sent: 2018-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-27
Issue: Other transaction problem
Subissue:
Consumer Complaint: I created a Coinbase account last year to dabble with cryptocurrency. This process involves submitting a picture ID ( Drivers License ), a photo using your computer 's camera, personal info, and banking information. Your email address is submitted as well and used as your user name for access to your account. Coinbase uses a 2 factor authentication process if you or someone tries to change your password. I made a few small investments in Bitcoin and Ethereum in XX/XX/XXXXor XX/XX/XXXX. InXX/XX/XXXX I switched internet service providers at my home which inadvertently shut off access to the original email address used to set up my Coinbase account. I forgot to go online and change the account information to my new email address. In early XX/XX/XXXX I received a text message from coinbase as part of the 2 factor authentication alerting me that someone was attempting to change my password. I denied the transaction and immediately tried to log into my account. I was not successful. The reset password option will only allow me to send a reset option to the original ( non-acessable ) email address. I have called and emailed Coinbase tech support since XX/XX/XXXXwhen this happened. I was told to setup a new account and submit the same authentication documents as I did with the first account. I did this, this time using my new email address. I have been told that this situation has been " escalated '' to someone who can help. NO HELP has happened. I have been locked out of my account and missed an extraordinary opportunity. I have watched the price of Bitcoin and Ethereum explode and now plummet! I still have no access to my funds.
Company Response:
State: LA
Zip: 70785
Submitted Via: Web
Date Sent: 2018-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-27
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/XXXX around XXXX I attempted to buy {$1500.00} worth of BTC from coinbase.com My bank refused the charge. On XX/XX/XXXX I noticed that I was not able to login to the exchange XXXX. I would get the message " error, please contact support. '' On XX/XX/XXXX I called in support at XXXX to ask what happened and they told me my account was flagged because of the charge refused by my bank on coinbase.com. Please note, I can login to coinbase and NOT XXXX. On XXXX I have approximately {$8600.00} on that exchange in my account that I can not access. The company coinbase has on file, my fingerprints, drivers license, bank statements, passports etc. More than enough to confirm that my account has no fraud activity on it. I emailed the company on XX/XX/XXXX explaining what happened with my bank and clouded screen shots of emails as well as copies of bank statements. They responded and told me the following " For fastest response, please do not create multiple tickets about your issue. '' It is now XX/XX/XXXX and I still can not login to my account and therefore have no access to my money. The company is holding my money hostage with no proof of fraud- in fact I have been fully cooperative in linking my bank accounts and providing all identification to prove that I am myself, XXXX XXXX XXXX . I am a XXXX XXXX XXXX with the state of Connecticut and a citizen of the United States and do not appreciate a financial exchange robbing me of approximately {$8600.00} by not allowing me to access my money. At this point I have called them onXX/XX/XXXX and XX/XX/XXXX and receive similar responses from the customer support team ; that my case is going to a specialist and that I have to wait for a undefined span of time. Also that they can't " tell me that information '' when I ask questions regarding my account. At first they claimed it would take 4-5 business days to resolve. That time frame has now been surpassed. I have looked into this issue and it seems that many customers have had a similar issue. The Coinbase/XXXX company blocks people from logging into their accounts and blocks access to their money from anywhere from 1 week to 6 months or longer. Also since the chargeback occurred on coinbase.com there is no reason why I should be blocked from accessing my money on the gdax.com exchange which is separate website and exchange. I didn't even know that they were under the same ownership as they appear as two separate sites. Please help me in this matter. Sincerely, XXXX XXXX XXXX
Company Response:
State: CT
Zip: 06810
Submitted Via: Web
Date Sent: 2018-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-27
Issue: Other transaction problem
Subissue:
Consumer Complaint: I held 8 bitcoin at Coinbase at the time of the fork but I have not been credited with bitcoin cash. What happened is that in between the time of the fork and the time in which the accounts were credited I had to move my account because of access issues. I did so following Coinbase 's instructions. My account was never credit with bitcoin cash, however. I have been trying to resolve this with Coinbase since XX/XX/XXXX. On XX/XX/XXXX I was told by Coinbase support " Hi there XXXX, Im working with a specialist to review and finalize your balance transfer. We will follow-up as soon as the transfer is complete, or if we have any further questions. No further action is required on your part at this time. Please note, we are experiencing tremendous support volume that may delay response times. For fastest response time, please do not send more than one email response. Thank you in advance for your understanding and patience. Thank you for your patience in the meantime! '' But I have yet to be credit and nothing has happened.
Company Response:
State: VA
Zip: 20120
Submitted Via: Web
Date Sent: 2018-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-26
Issue: Money was not available when promised
Subissue:
Consumer Complaint: XX/XX/XXXX - I made two withdrawals with Coinbase, one for {$90000.00} ( Transfer ID : XXXX ) and another for {$10000.00} ( Transfer ID : XXXX ). Coinbase quotes me that the estimated payout for the withdrawals will hit my bank account XX/XX/XXXX. XX/XX/XXXX - I submit a support request asking them to investigate, recover, and transfer my funds to me. The support case # is XXXX. XX/XX/XXXX - Coinbase reaches out to me and acknowledges the problem and says they will work with a specialist to address it properly. They provide no concrete answers as to what happened or when it will be resolved.
Company Response:
State: TX
Zip: 78704
Submitted Via: Web
Date Sent: 2018-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A