Date Received: 2018-03-15
Issue: Other transaction problem
Subissue:
Consumer Complaint: I have been locked out of my account since XX/XX/XXXX. The login screen says it needs " new device conformation '' and will send an new email with a link to verify. The email never arrives so I remain locked out of my account. I have spoken to Coinbase support on the phone and they said my account is in good standing with no red flags. They said they can not figure out what is wrong and have escalated my account to a specialist. It should take more than 24 hours to unlock someone's account. This matter should of been fixed on the first phone call. COINBASE CASE # XXXX
Company Response:
State: AL
Zip: 35242
Submitted Via: Web
Date Sent: 2018-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-15
Issue: Other transaction problem
Subissue:
Consumer Complaint: I accidentally added non-ERC20 Ethereum address which I created at Coinbase to the dashboard of XXXX. I should have used ERC20 compatible Ethereum wallet address. After I made transactions, XXXX sent XXXX tokens via a smart contract to Ethereum address which I created in Coinbase. I have invested about XXXX in XXXX tokens which makes XXXX XXXX tokens. I can wait for a ticket resolution for several weeks. In fact there is more you can do to assist me as I know that it is technically possible that you can transfer these tokens. The XXXX XXXX XXXX has proof that there are tokens in address which is created in Coinbase.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-16
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I wired {$22000.00} to my Coinbase/XXXX account on XX/XX/2018. I sent the funds before XXXX XXXX time, which means the funds should post to my account the same day. It has now been a month and my funds still havent appeared. I have made MULTIPLE phone calls to Coinbase/XXXX, I have also sent NUMEROUS emails as well to no avail. I am literally at my wits end because this isnt a small amount of money and there is no reason why my funds arent yet available. CFPB PLEASE HELP ME
Company Response:
State: IL
Zip: 60614
Submitted Via: Web
Date Sent: 2018-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-15
Issue: Other service problem
Subissue:
Consumer Complaint: On XX/XX/18 I used the website Coinbase.com to buy {$1200.00} of Ethereum cryptocurrency. They mistakenly took twice that amount {$2400.00}. I disputed the charge through my bank, Coinbase cancelled the transaction and I got the additional {$1200.00} back. Because of this Coinbase had frozen my access to their exchange ( GDAX.com ) where I keep the rest of my money ( about {$5800.00} in Ethereum and Litecoin ) until the situation was resolved. The issue that caused this was resolved during the first week of XX/XX/XXXX and I am still locked out of my account. I can't buy/sell/transfer any of this money. I have been in contact through phone and email with their support many times and they have simply told me that my case is " escalated. '' This has gone on far too long, especially because the issue that triggered the account lockout as solved over a month ago. Can you please help me? Thank you.
Company Response:
State: CA
Zip: 92101
Submitted Via: Web
Date Sent: 2018-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-15
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I have invested some US Dollars into some crypto currency, on an exchange called Coinbase/XXXX. They are both the same company. I can not access my coins in my XXXX wallet. Every time I try to login to my account on the exchange it reads " An Error occurred. Please Contact XXXX support. '' I have contacted support many times, but each time they claim to have submitted this issue to a specialist and they will get back to me supposedly, but I still have no reasonable resolution, after more than 2 weeks. I have both some Bitcoin and XXXX which I would like to take out of XXXX at this time. However, Coinbase/XXXX will not allow me access to the coins. My coins are being withheld from me without my consent at this point. The issue started when Coinbase pinged my credit card multiple times for a purchase I made. This for some reason caused their system to refund my credit card, the purchase amount by accident. The company had a balance due to them because of this error, and has been paid, by me in full. There is currently no balance due. They promised to return my coins, when the balance gets paid, but they have not held up to this promise. My Coinbase case # is XXXX, and my funds have been frozen for an unreasonable time with no explanation at this point.
Company Response:
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2018-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-15
Issue: Money was not available when promised
Subissue:
Consumer Complaint: My problem involves Coinbase ( who runs a crypto-currency exchange licensed under various state laws ). I am a New York resident. Since XX/XX/XXXX, I have lost access to my Coinbase ( https : //www.coinbase.comXXXX ) account and am unable to ( i ) withdraw my US dollar funds held by the company, and ( ii ) access the XXXX form prepared by Coinbase for my tax preparation. After numerous phone calls and providing the company with the various documentation that they requested, the call center representatives of the company refuse to take any meaningful action or give me an estimated timeframe regarding the resolution of the issue, beside saying that a specialist will handle my case, but they have large backlogs. The problem was initially caused by the fact that my old mobile phone has been broken and I had lost access to my Multi Factor Authentication app. I was using 2 factor authentication via the XXXX XXXX app. The issue is simply a matter of identity verification. I have previously provided the requested ID documents, bank statements, utility bills, demonstrating my identity and address. Likewise, I continue to use the same mobile number and email.
Company Response:
State: NY
Zip: 11105
Submitted Via: Web
Date Sent: 2018-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-14
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I sent {$700.00} to XXXX XXXX XXXX on XX/XX/XXXX. They confirmed it had arrived on XX/XX/XXXX. Coinbase claims they can not find the {$700.00} and has not credited my account or sent the money back and it has been 53 days.
Company Response:
State: FL
Zip: 33462
Submitted Via: Web
Date Sent: 2018-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-15
Issue: Other service problem
Subissue:
Consumer Complaint: I am trying to cancel my account for several months. There is an old open case in Coinbase Support : Case # XXXX - Trying to cancel my account Other cases of the same situation https : XXXX
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-15
Issue: Other service problem
Subissue:
Consumer Complaint: This is a problem with company XXXX ( coinbase ). On XX/XX/2018 my account suddenly got logged out and not able to log back in and keep saying error occurred. Contact XXXX support. So I emailed them and called them but was told they will transfer to specialist and someone will email me. I havent heard from them so I called them again but they cant do anything and told to wait till they email me again and received case number of # XXXX, # XXXX, # XXXX, # XXXX. Sorry I have many case number, cause they issue new case number every time I call or email and encourage to not contact them cause it will create new ticket number which I think thats also not fair when I want to know whats going on and whats the status. Its been over XXXX weeks but I havent heard from them and I have no access to my money and when I asked to close my account they said cant right now. Meanwhile my investment going down crazy and I cant do anything about it. Who is going to responsible the money I loss because I dont have access to my account for so long? I think this is ridiculous business setup and customer service that needs to investigate and reviewed. As far as I know there are lot of people at XXXX/coinbase have same issues with me. I am very frustrated I dont have access to my account and I dont hear from them and when I contact them they dont have any answers but to say wait till they contact me. I dont find solutions with them so I am contacting CFPB for help. I hope my complaint reflect to improve their way of running business and resolve my case asap. Thank you.
Company Response:
State: NJ
Zip: 082XX
Submitted Via: Web
Date Sent: 2018-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-15
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Coinbase has a service called the " XXXX '' where you can store money in with additional safety. Due to a Coinbase bug, my funds have been frozen for 95 days and counting. I had an older account on Coinbase which had an alternate email id. After deleting this account, Coinbase used that id as a secondary email id. I had never given permission for Coinbase to do this. This occured due to their bug/defect/issue. when i deleted my account it looks like the secondary email has got deleted too. In order to withdraw funds from the " XXXX '', i need to receive confirmation on both Primary and Secondary email addresses. Due to their issue, this is impossible and my money is frozen. I have reached out to them on XX/XX/XXXX ( 96 days ago- case # # XXXX ). and i was told i will be assigned a " Specialist '' to help me withdraw the frozen assets ( mail by XXXX ). The concern was raised several times again XX/XX/XXXX : 91 days ago XX/XX/XXXX : 55 days ago ( they also opened another ticket # XXXX ) XX/XX/XXXX : 39 days ago I need help to get this rectified. Several people on different forums have reported this and have got this resolved even before me.
Company Response:
State: MD
Zip: 20782
Submitted Via: Web
Date Sent: 2018-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A