Date Received: 2018-03-22
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Ive been locked out of my Coinbase account, and unable access all digital wallets. Ive called Coinbase multiple times, sent multiple emails, and am still unable to access my account.
Company Response:
State: OR
Zip: 97214
Submitted Via: Web
Date Sent: 2018-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-22
Issue: Money was not available when promised
Subissue:
Consumer Complaint: i Wired XXXX $ to XXXX/coinbase on XX/XX/2018. It was a same day wire and my bank confirmed to me that the recipient has got the money on their account. I called XXXX/coinbase customer support to confirm and they said that since i did not include the recipient message in my wire, the wire would be automatically returned to my bank account within 10 days and now it has been over 35 days and i still haven't got the money back in my bank account. Every time i call the XXXX support regarding this they give the same answer that my case has been escalated and i should get my money soon. I called the XXXX XXXX XXXX and they confirmed that funds were recieved and that they have to get instruction from coinbase to send my money back. I even gave my iban number to XXXX/coinbase so that they can track the wire. my case # XXXX my iban : XXXX
Company Response:
State: IL
Zip: 606XX
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 initiated a funds transfer ( ACH ) out of the account ( Coinbase/GDAX ) on XXXX XXXX - XX/XX/2018 UTC for the amount of {$10000.00}. ( Transfer ID : XXXX ) ( Case # XXXX ) It has been 3 weeks to date. I have had multiple phone calls and multiple emails, with basically no information. All that was said, is that " a specialist is looking into it. '' The emails were exchanged around XX/XX/2018. ( no information ) I have a record of them. I have made 3 phone calls to Coinbase support over the past 3 weeks with no information given. My bank, XXXX has not received the funds yet. XXXX XXXX
Company Response:
State: CA
Zip: 92115
Submitted Via: Web
Date Sent: 2018-03-21
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: On XX/XX/2018 I initiated a wire withdrawal of {$25000.00} from my account at Coinbase to my US-based private investment account. There is no evidence whatsoever that Coinbase made any attempt whatsoever to initiate the wire, despite the best efforts by me and my very capable financial advisor to look for it, but Coinbase nevertheless debited my account {$25000.00} and have failed to respond to customer service requests with anything other than automated responses that are not even pertinent to my issue. On one occasion they had the gaul to close my customer support ticket for no apparent reason. After I reopened my support ticket that they had closed, they asked me to provide information that I had already provided. I nevertheless provided ( again ) all of the information that they requested. That was 8 days ago, and there has so far been no further response from them. Many others have been reporting similar problems with Coinbase on social media for months. This fact, coupled with the recent publication of a Coinbase bug that made it possible for unscrupulous users to credit their Coinbase accounts with unlimited ether, should prompt the CFPB to question the solvency of Coinbase.
Company Response:
State: MD
Zip: 21701
Submitted Via: Web
Date Sent: 2018-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-21
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2018 I was charged {$230.00} from my personal checking account. This charge was not authorized and is a duplicate of a legitimate charge of {$230.00} on XX/XX/2018. I contacted Coinbase to request my money be refunded wherein they said it would take up to 10 days to be refunded by my bank. No refund appeared in my account and the erroneous charge was not wiped out. I contacted my bank who said this is an issue between me and the merchant. Over a month later and the {$230.00} is still missing from my account.
Company Response:
State: CT
Zip: 067XX
Submitted Via: Web
Date Sent: 2018-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-20
Issue: Other transaction problem
Subissue:
Consumer Complaint: Hi there, This issue is one Coinbase 's priority issues ( delayed payments ). When I changed my phone number associated with my Coinbase account in XX/XX/XXXX, my pending transactions to buy Ethereum and Bitcoin got cancelled. I did not receive the cryptocurrency, and I did not receive a refund. I was supposed to receive my refund for two transactions that have been cancelled within 3-4 business days according to the E-mail I received, but after > 3 months, I have not received anything. The transactions that were cancelled were : - OnXX/XX/XXXX, I ordered XXXX BTC for {$500.00} USD. - On XX/XX/XXXX, I ordered XXXX ETH for {$500.00} USD. These transactions have taken money from my bank account, but has not yet been refunded. I have emailed Coinbase Customer support many times, and I have yet to receive any help. I was told a " specialist '' would be looking into it months ago, but I have been emailing them since about it, with no response. Thanks!
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-20
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/2018 I withdrew XXXX from my XXXX account and transferred it to Coinbase. I should have changed the coins back to bitcoin before transferring, I know it was my mistake. It was {$9200.00}. I contacted XXXX and they said there was nothing they can do because the funds left there and went to a coinbase address. I contacted coinbase and here is the response I got back from them. Good day! Thanks for hanging in there while we investigated this case. Prior support personnel were correct in their assessment. Under no circumstances is anyone encouraged or allowed to send digital currency that is not accepted by XXXX, as these funds will be not be capable of being retrieved. For more info feel free to peruse here. XXXX XXXX XXXX XXXX My apologies that there isnt more we can do. Have a great day, and thanks for using Coinbase! XXXX Coinbase Support I contacted XXXX XXXX ( the coins I sent ) and they said they would work with Coinbase on retrieving the funds. This is the response I got from tether who said they would help, but coinbase still refused to pull back the funds. Dear Coinbase support, I have unfortunately accidentally transferred XXXX USD to my Coinbase address XXXX Unfortunately while you may not directly support these funds they are still now owned/controlled by this address you control. The XXXX team is more than willing to work with you on the recovery process if you will work with them. Can you please reach out to their representative at XXXX for additional information on how to recover and return the funds. Sincerely,
Company Response:
State: MN
Zip: 55904
Submitted Via: Web
Date Sent: 2018-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-20
Issue: Other service problem
Subissue:
Consumer Complaint: My COINBASE account was on " temporarily disabled " on XX/XX/2017 with the message " Sorry, account temporarily disabled. " Please contact support. I emailed immediately to have the issue resolved and had a follow up email the same day letting me know it was in process. For the next 3 months i had emailed them back and forth trying to get access to my money and account always receiving the same generated email providing steps for account recovery that didn't work. I called many times only to wait on hold for multiple hours and on the few occasions that the phone was answered they were quick to hang up on me. I am still locked out, my account has devalued tremendously and I can't get the little that remains. I know many have had the same issue. Please help!
Company Response:
State: NY
Zip: 10016
Submitted Via: Web
Date Sent: 2018-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-20
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXX I made multiple purchases of Bitcoin from the XXXX online cryptocurrency trading platform. The purchases were made from my Fiance 's bank account in the following order : ( 1 ) {$700.00} ( 2 ) {$1800.00} ( 3 ) {$3000.00}, the third purchase for {$3000.00} was doubled charged to our account due to an error with XXXX and Coinbase ( XXXX has since taken responsibility for the double charges but Coinbase has not refunded me as I will get to. ) By the end of XX/XX/XXXX, {$5500.00} worth of Bitcoin was credited to my account with Coinbase. However, {$8500.00} was charged to our bank account indicating there was a double charge of {$3000.00}. The Following day, XX/XX/XXXX two more purchases of Bitcoin were made of {$2500.00} & {$4300.00} while still unaware of the previous day 's double charge. Our total investment was a total of {$12000.00} that was showing in the Coinbase platform. However, we were charged {$15000.00} to our bank. After roughly two weeks of waiting for the return of our money, we contacted our bank and on XX/XX/XXXX {$3000.00} was returned to our account. Unfortunately, the following day Coinbase shut down my buying or selling options with a notice that they were owed {$3000.00}. My hope was that they would realize this was the amount of the double charge. On XX/XX/XXXX, Coinbase transferred {$3000.00} of Bitcoin out of my wallet and then charged me a {$44.00} transfer fee. All of this transpired and they did not notify me that money was taken out of my wallet or that I was charged a fee. Now, essentially the double charge has gone back into effect. Coinbase has responded with emails to my inquiries but not with any detail of how they will solve the issue, only that " we are having a specialist reviewing the case. '' The double charge took place 42 days ago, Coinbase withdrew {$3000.00} dollars from my wallet 26 days ago. How is it acceptable for this much time to pass and not have the problem solved yet.
Company Response:
State: CA
Zip: 946XX
Submitted Via: Web
Date Sent: 2018-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-19
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: On XX/XX/, I deposited {$5000.00} into my Coinbase account. On XX/XX/XXXX, I attempted to withdraw the same {$5000.00}, but was only allowed to withdraw {$3000.00} without further identity verification. I attempted to verify my identity, but Coinbase 's third-party verification system " could not locate my ID. '' I contacted Coinbase on XX/XX/ and was instructed to attempt different variations of my personal information. After many more attempts this was also unsuccessful. I again contacted Coinbase on XX/XX/ and explained that I continued to have issues with their verification system. I further explained that this was mostly likely due to my status as a XXXX XXXX XXXX since my personal identifying information has been blocked/removed from public records. The only solution Coinbase provided was to keep trying. My identity will never be able to be verified using traditional third-party methods and Coinbase is holding my funds hostage without providing an alternative verification method.
Company Response:
State: AZ
Zip: 85122
Submitted Via: Web
Date Sent: 2018-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A