Date Received: 2018-03-26
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: On the evening of XX/XX/XXXX I placed an order for Bitcoin Cash ( BCH ) on XXXX. The order was placed at {$5400.00} and {$5300.00} USD per BCH, which was far higher than the website showed at the time that I clicked " Place Buy Order ''. Shortly after, all BCH trading on XXXX and their parent company Coinbase was halted. Trading did not resume until the following afternoon, at which time the price had dropped to under {$4000.00} USD. The highest price that BCH ever hit according to Coinbase 's own website was {$3400.00} USD on XX/XX/XXXX. I opened a support ticket with XXXX on XX/XX/XXXX and have followed up twice since. I have only received an automated response that they are " experiencing an unprecedented level of traffic ''.
Company Response:
State: MA
Zip: 02125
Submitted Via: Web
Date Sent: 2018-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-26
Issue: Other transaction problem
Subissue:
Consumer Complaint: Coinbase.com has locked my account. I've been emailing and calling for months with no resolution. They assigned a case number as XXXX and have not done anything. I very much need this issue resolved and access to my funds.
Company Response:
State: AZ
Zip: 85018
Submitted Via: Web
Date Sent: 2018-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-23
Issue: Fraud or scam
Subissue:
Consumer Complaint: I erroneously initiated a deposit into XXXX for {$14000.00} and had my bank place a stop payment on the deposit. I informed XXXXCoinbase of this so they could cancel the deposit on their end and they froze my account. I have over {$30000.00} in USD and {$8000.00} worth of digital assets on their platform and I am unable to withdraw my funds or view my trade history. Case ID : XXXX Updated : XX/XX/XXXX XXXX PDT Created : XX/XX/XXXXXXXX PDT XX/XX/XXXX XXXX Please cancel the deposit request I send in over the weekend. XXXX XXXX XX/XX/XXXXXXXX Hi there, Im very sorry for any trouble with this. Im afraid transactions can not be cancelled once the bank transfer process has started as this is an external process. For future reference, for some payment methods there is a 5 minute window that exists after you initiate the transfer during which you can cancel it. You can do so by clicking on the transaction from your history page here : https : //www.coinbase.com/transfers Once your transfer completes, you could immediately initiate a withdrawal to have your funds returned to your bank account. Your funds would arrive back in your account within 3-5 business days. Please note that the expected arrival date of your funds is given on the Confirmation dialog prior to initiating the transfer. You would also have received an email confirming this information when you confirmed the transfer. Again, I apologize for the trouble. Thank you for using Coinbase. Kind regards, Coinbase Support XX/XX/XXXXXXXX I initiated a deposit and then wanted to cancel it. I informed by bank of this and they put a stop payment on it. This should explain the issues you all are seeing. So can we consider the deposit cancelled, and then allow me access to my account? XX/XX/XXXXXXXX My bank cancelled the deposit from their end for me using a stop payment, and now you all have locked my account. Can we call the deposit cancelled and allow me access to my account again? Or what is the deal with this? XXXX XXXX XXXX XX/XX/XXXX XXXX Hi, XXXX . Thank you for contacting Coinbase support. Ive taken a look at your account and it appears that you are not currently eligible to create a purchase order. This restriction may have been applied in error. Ive just escalated your case to our subject experts who will be completing a review of your purchasing eligibility shortly. You will receive a notification email if were able to restore your purchasing ability. Please note that while these reviews are typically completed within 4-5 business days, it can sometimes take longer depending on our current case volume. For security reasons, Coinbase can not guarantee eligibility for every account. If your account has experienced chargebacks in the past this, as an example, can impact your eligibility. Thank you for your patience and understanding as we complete this review. Should you have any other questions/concern, please feel free to contact us. Thank you for choosing Coinbase. Regards, XXXXXX/XX/XXXX XXXX I'm unable to login to XXXX as well, which is where all my funds are stored. I would like access to ETH withdrawals. I don't have a pressing need to purchase more. XXXX XX/XX/XXXX XXXX Hello there, Thanks for reaching out to Coinbase support. I apologize for the inconvenience this has caused you. Ive just checked your account and can confirm that your request has been properly escalated. For fastest response, please do not create multiple tickets about your issue. Once your request is cleared, well be sure to follow up. Thanks so much for your patience and for working with us on this. For more information or question please visit our support website : https : //support.coinbase.com to find the best answer real quick. Thank you for using Coinbase. Regards, XXXX Coinbase Customer Service Representative Case ID : XXXX Updated : XX/XX/XXXXXXXX PDT Created : XX/XX/XXXX XXXX PDT XXXX XXXX XX/XX/XXXXXXXX Hello, and thanks for reaching out. Ive taken a look at your account and it appears that you are not currently eligible to create a purchase order. This restriction may have been applied in error. Ive just escalated your case to our subject experts who will be completing a review of your purchasing eligibility shortly. You will receive a notification email if were able to restore your purchasing ability. Please note that while these reviews are typically completed within 4-5 business days, it can sometimes take longer depending on our current case volume. For security reasons, Coinbase can not guarantee eligibility for every account. If your account has experienced chargebacks in the past this, as an example, can impact your eligibility. Thank you for your patience and understanding as we complete this review. XX/XX/XXXXXXXX I'm not able to WITHDRAW any of my USD or ETH in XXXX , I'm also unable to view my trading records, so how am I supposed to do my taxes. Can you transfer my XXXX balances to my coinbase account? I need access to my money.
Company Response:
State: CA
Zip: 92649
Submitted Via: Web
Date Sent: 2018-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-25
Issue: Other service problem
Subissue:
Consumer Complaint: I submitted a request to coinbase on XX/XX/XXXX at XXXX stating that my account may have been compromised because I did not recognize a CC that was associated to my account. Literally 3 minutes later at XXXX on XX/XX/XXXX I emailed and stated that I remembered the account was a disposable credit card that I tried to link to get the funds off of. I did/do not have access to see transaction details for the card because it's just a prepaid cc so I was unable to see deposits to the card to verify it. Coinbase then locked my account. I emailed them multiple times trying to get my account unloacked. I have not received any response from them in over two and a half weeks. I emailed them on XX/XX/XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX and the XXXX. I have received no response. I have contacted they're telephone support number and they continue to tell me that there is nothing they can do. They will not provide any means in which to contact the department that is responsible for unlocking my account. They are holding my money hostage, I am unable to access my funds and they are doing nothing to help me.
Company Response:
State: WI
Zip: 53213
Submitted Via: Web
Date Sent: 2018-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-24
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I have be using Coinbase and XXXX for cryptocurrency Investments, however on XX/XX/XXXX my account got " disabled '' for an unknown reason, I have tried contacting support multiple times since then but still have not gotten an answer or a solution. I have access to my coinbase account, however my money is all kept on XXXX which is owned by coinbase, when I try to log in it tells me that I need to contact support, but I get no answer from them. The account has over 8000 dollars in it and also some cryptocurrency of a value of more than 1000 dollars. I need to be able to access my XXXX or have all my assets in XXXX transferred to coinbase for me to withdraw them.
Company Response:
State: IN
Zip: 46410
Submitted Via: Web
Date Sent: 2018-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-23
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I have been locked out of my account for almost 2 months now. I am unable to reach anyone to resolve this issue. I need access to my account to get transaction information so that I can file my taxes. I have called the customer service number repeatedly. They take down my information and then tell me my request has been escalated. However, the service people say that they have no information on the status of the issue and can only communicate with the technical support staff via email. I have also emailed numerous times. Now, they no longer respond to emails, but refer you to an application where you can submit your service request. When I access that, I need to be able to access my account to submit my request to get the problem resolved ... .so it is a dead e nd. I got an email response from a guy abo ut 2 weeks ago, saying he was sorry for the slow response and he would immediately address my issue. However, nothing has come of that and he does not respond to further requests for help. Again, at a minimum I need an acco unt transaction summary for XX/XX/XXXX... I can not file my federal taxes without it. I have contacted the Company both in writing ( email ) and by phone on the following dates : XX/XX/XXXX,XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX,XX/XX/XXXX - no action to date
Company Response:
State: MA
Zip: 01845
Submitted Via: Web
Date Sent: 2018-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-23
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX, I wired {$50000.00} from XXXX to Coinbase account, following their instructions. Coinbase website states that the money should be available 3-5 business days after the wire transfer. A week later, on XX/XX/XXXX, I contacted XXXX to check on the wire, as I have not received it. XXXX pulled up XXXX and confirmed that the money was accepted by Coinbase. They sent an inquiry to Coinbase and advised me to contact them as well. Ive called Coinbase customer service number, and got an automated message stating that they are not responding to any questions other than technical. I filed a support request via an email form on their website. I also sent several messages via @ coinbase_support on XXXX. No response was received. On XX/XX/XXXX after repeated attempts of XXXX and myself to get in touch with Coinbase, no one responded. I found a Coinbase contact on XXXX ( XXXX XXXX, VP of Payments ) and emailed her with the description of incident. She responded to me next day, assuring that someone from customer service will get in touch. After several days of back and forth, on XX/XX/XXXX I received a generic email from Coinbase stating that recently they have reviewed the wire and the name didnt match so they have to send it back. Another email of XX/XX/XXXX confirmed that the wire has been sent and it will take 3-5 business days to be returned to XXXX. On XX/XX/XXXX, the money has not arrived. XXXX looked into it again, and confirmed that Coinbase has not even originated the return. In sum, its been a month since I sent {$50000.00} to Coinbase following their instructions. The bank accepted the money, didnt deposit to my account and didnt return it. Theyve made no good faith attempt to resolve my complaint. Moreover, theyve provided no reasonable way for me or another bank to contact them. They are violating the consumer protection law and are engaged in fraudulent activity. {$50000.00} is a big part of my life savings and Coinbase defrauded me of it.
Company Response:
State: CA
Zip: 94107
Submitted Via: Web
Date Sent: 2018-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-23
Issue: Problem with customer service
Subissue:
Consumer Complaint: At or around XX/XX/XXXX, I purchased {$5000.00} bitcoin from coinbase using my atm debit card, not realizing I had a {$3000.00} spending limit. This transaction caused my account to be locked as my bank, XXXX, responding with NSF. The account was not unlocked even after the remaining balance was paid for 1 week. In the process of attempting to unlock the account, I wired {$10000.00} into the account and placed a stop payment as that also did not unlock the account. The account was unlocked around XX/XX/XXXX, and locked again around the XX/XX/XXXX. For two months they held more than {$17000.00} in my XXXX account. Coinbase and XXXX are the same company, one being an online wallet, and the other being a currency exchange. The money they said I owed, they already had enough to pay for it in an alternate account with them. The way they've reconciled the account has been to collect all remaining coins in my account and every other coin which has exceeded the XXXX they say i owe them. So while my account stayed locked, I've missed multiple opportunities to double and triple that money they held unduly restricted and made money off my money as stated in their terms and conditions. I would like my account unlocked immediately as this restriction of funds has caused a series of events that has led to serious financial hardships for myself and my XXXX kids.
Company Response:
State: CA
Zip: 92679
Submitted Via: Web
Date Sent: 2018-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-22
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Coinbase strongly recommended using a 2 factor authentication method to protect my funds. One of the recommended " Authenticators '' was XXXX Authenticator. I configured the 2 factor authentication and everything worked fine until the phone on which I had XXXX Authenticator installed needed to be wiped due to a severe software problem. After the wipe, I could no longer use XXXX Authenticator. I followed Coinbase 's instructions do deactivate 2 factor authentication and these instructions failed. A ticket was opened in early XX/XX/XXXX and I still have no access to my account. Last I was able to look I had over {$6000.00} in various coins but I still have no access to my account. In the meantime the currencies have fluctuated wildly and I have been unable to liquidate.
Company Response:
State: FL
Zip: 32837
Submitted Via: Web
Date Sent: 2018-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-21
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I wire transfered {$5900.00} to my USD account of Coinbase in XX/XX/2018. Then, My coinbase account has been locked until I can complete the identity verification, which includes my name, DOB, personal address, my occupation and last four of my SSN. Since then, I can't buy, sell, withdraw money, or even close my Coinbase account. The reason Coinbase gave me is that they need to verify my Personal Information and SSN. So I verified my CA Driver Licence and tried several permutations over 2 months and failed over and over because Coinbase says my ID can not be located. Then I requested to close my Coinbase account for getting my money back but failed to close the account. I have sent several emails and submitted many requests and the customer support did nothing and even disappeared after I showed my account 's problem. I still have that {$5900.00} locked up in my Coinbase account and can't touch or withdraw it.
Company Response:
State: CA
Zip: 95618
Submitted Via: Web
Date Sent: 2018-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A