Date Received: 2018-03-11
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I sold Litecoin and Ethereum on Coinbase on XX/XX/2018. I sold {$30.00} Ethereum and {$53.00} Litecoin. Both amounts were supposed to go into my XXXX XXXX account ending in XXXX about a week after XX/XX/XXXX. It has been almost a month and I have not received any money. I contacted my bank and they said they have not received any deposits from Coinbase. They told me to contact Coinbase and tell them to file a claim. Coinbase told me they will look into it and put a " specialist '' on my case. I have not heard from them at all. I have proof of all transactions and proof I have not received my money. Thank you for your help.
Company Response:
State: FL
Zip: 33463
Submitted Via: Web
Date Sent: 2018-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-11
Issue: Other service problem
Subissue:
Consumer Complaint: I have not had the option to buy on my Coinbase account since mid XX/XX/2017. This has resulted in me losing out on the potential in 10s of thousands of dollars in return of my investments during the peak crypto market. Their customer service is horrible! I have sent them over 15 emails with little to no organic replies, just not email replies. They even hung up on me during a phone call that i waited over an hour to get through.
Company Response:
State: NY
Zip: 14213
Submitted Via: Web
Date Sent: 2018-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-11
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I have a Coinbase account holding {$20000.00} in XXXX and XXXX of XXXX. While trying to make an additional purchase of XXXX with a bank account linked to the coinbase account I accidentally overdrew my bank account. Giving an insufficient funds notice for {$1500.00}. When I tried to use the buy sell feature on my coinbase account on XX/XX/XXXX. It said I needed to cover the {$1500.00} from my attempted purchase of bitcoin that had insufficient funds in my bank account. I completed payment of that {$1500.00} from my USD wallet on coinbase. It said thank you for payment and showed that I owed {$0.00} Assuming that I had now unlocked use of my account and access to my funds I was surprised to see that I got a message saying Payment required. When I click on that message it says that I owe {$0.00}. I contacted coinable customer support by phone on XX/XX/XXXX and they said my case would have to be looked at by a specialist. They gave me absolutely no timeline of how long this could take for me to have access to my funds. After speaking with phone support i was sent this email : Hi -- -, Thanks for reaching out. Having investigated the issue, I am working with a specialist to address it properly. We will follow-up with you as soon as we have an update. Thank you for your patience. I called customer support the next day and was met with basically the same answer that they have no idea how long it could take for me to have rightful access to my funds.
Company Response:
State: CA
Zip: 948XX
Submitted Via: Web
Date Sent: 2018-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-10
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXX i requested Coinbase remove {$1000.00} from my XXXX savings account. This money was removed but never entered into my coin base account. Seven days previously on XX/XX/XXXX Coinbase removed {$1000.00} from same account and entered it into my Coinbase Account. I first contacted their support team on XX/XX/XXXX to complain the money was never entered into my Coinbase account and provided documentation the money was removed from my XXXX account on XX/XX/XXXX. I also called their support team by phone no fewer than three times and have sent them at least two dozen emails. Their support team agreed i was correct and raised the level of my problem to a " level 10 '' ( their highest level ). However, after more than two months and multiple calls, countless emails and clear documentation they will not refund my money. Clearly this is either fraud or a scam and is frankly outrageous for a XXXX dollar company.
Company Response:
State: MD
Zip: 207XX
Submitted Via: Web
Date Sent: 2018-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-09
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I purchased a digital currency on Coinbase on XX/XX/2017. They sent me an email saying my bank denied the transaction. I looked in my bank account and they had taken the money from my account. I gave them the XXXX transaction number. I talked to my bank, they said I need to contact coinbase to solve. I opened a ticket the next day. I have sent 20 emails and they keep saying they are working on it. Its been 3 months. Below is the info I sent them. They are not responding. I made a purchase of XXXX ETH for {$600.00} on XX/XX/XXXX with my XXXX XXXX debit card on file. You ( coinbase ) took the {$600.00} from my account. You then sent me an email saying my bank declined the purchase! It did not! Below is the XXXX transaction number from my XXXX XXXX debit bank account. I contacted them, XXXX, and they said you took the money and I need to solve it with you. Thats when I opened a ticket. Here is the XXXX ID number. XX/XX/2017 WITHDRAWAL CHECK CARD COINBASE CHEAPSIDE GB DATE XX/XX/17 XXXX XXXX Here is my ticket number they gave me Case # XXXX XXXX XXXX
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2018-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-09
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I sold XXXX LTC Litecoin on Coinbase at {$220.00} per LTC. I was to receive the amount of {$720.00} back to my XXXX XXXX account ending in XXXX, on XX/XX/2017. Also, on the same day, I sold XXXX BTC Bitcoin at {$12000.00} per BTC. I was to receive {$130.00} to my XXXX XXXX account ending in XXXX on XX/XX/2017. I have yet to receive any money to my account. I tried calling the Coinbase customer service several times, and after being left on hold for hours at a time, and being hung up on instantly, once the call gets through, I decided to take further action and contact you guys.
Company Response:
State: FL
Zip: 33157
Submitted Via: Web
Date Sent: 2018-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-09
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I have used the service from coinbase for months and there was an error occured from their system that some of my deposit money from my bank account has not been missing into my coinbase account. I have tried to resolve the issue with those missing funds througout coinbase support and it seems that they were trying to helped me out from the beginning and now they are completely ignoring my request. And here is all emails that I've sent and received from coinbase support. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Coinbase Support XXXX : XX/XX/XXXX XXXX : XXXX : RE : {$1200.00} extra charged from my bank account XXXX Hi again, Thanks for reaching out and for providing the requested information. Having investigated the issue with your buy transfers, I am working with a specialist to address it properly. We will follow-up with you as soon as we have an update. Thank you for your patience. On XX/XX/XXXX at XXXX PST XXXX XXXX XXXX wrote : Hi. thanks for your response. I am attaching a screenshot photo of my bank acct # that shows all the dates of transactions and ref # as well as you requested more details. As you can see from the screenshots that I attached, there were 12 single transactions of {$300.00} each that occurred on XX/XX/XXXX however I've had only received 9 transaction out of them ( or it could be possibly less than 9, please review my coinbase wallet account to find it out ). I would recall that there was some error code with purchasing ETH from coinbase and I can guess that it could be an issue with relating with that matter. XX/XX/XXXX Show additional information for activity type other payment -XXXX COINBASE.COMXXXX DES:XXXX ID:XXXX INDN : XXXX XXXX XXXX XXXX ... activity type other payment C status type icon cleared Cleared. Select to mark activity type other payment -XXXX COINBASE.COMXXXX DES:XXXX ID:XXXX INDN : XXXX XXXX XXXX XXXX ... as Reconciled -XXXX XXXX Show XX/XX/XXXX Show additional information for activity type other payment -XXXX COINBASE.COMXXXX DES:XXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX ... activity type other payment C status type icon cleared Cleared. Select to mark activity type other payment -XXXX COINBASE.COMXXXX DES:XXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX ... as Reconciled -XXXX XXXX Show XX/XX/XXXX Show additional information for activity type other payment -XXXX COINBASE.COMXXXX DESXXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX ... activity type other payment C status type icon cleared Cleared. Select to mark activity type other payment -XXXX COINBASE.COMXXXX DES:XXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX ... as Reconciled -XXXX XXXX Show XX/XX/XXXX Show additional information for activity type other payment -XXXX COINBASE.COMXXXX XXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX ... activity type other payment C status type icon cleared Cleared. Select to mark activity type other payment -XXXX COINBASE.COMXXXX DES:XXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX ... as Reconciled XXXX XXXX Show XX/XX/XXXX Show additional information for activity type other payment XXXX COINBASE.COMXXXX DES:XXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX ... activity type other payment C status type icon cleared Cleared. Select to mark activity type other payment -XXXX COINBASE.COMXXXX DES:XXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX ... as Reconciled -XXXX XXXX Show XX/XX/XXXX Show additional information for activity type other payment -XXXX COINBASE.COMXXXX DES:XXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX ... activity type other payment C status type icon cleared Cleared. Select to mark activity type other payment -XXXX COINBASE.COMXXXX DES:XXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX ... as Reconciled -XXXX XXXX Show XX/XX/XXXX Show additional information for activity type other payment -XXXX COINBASE.COMXXXX DES:XXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX ... activity type other payment C status type icon cleared Cleared. Select to mark activity type other payment -XXXX COINBASE.COMXXXX DES:XXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX ... as Reconciled XXXX XXXX Show XX/XX/XXXX Show additional information for activity type other payment -XXXX COINBASE.COMXXXX DES:XXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX ... activity type other payment C status type icon cleared Cleared. Select to mark activity type other payment -XXXX COINBASE.COMXXXX DES:XXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX ... as Reconciled XXXX XXXX Show XX/XX/XXXX Show additional information for activity type other payment XXXX COINBASE.COMXXXX DES:XXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX ... activity type other payment C status type icon cleared Cleared. Select to mark activity type other payment XXXX COINBASE.COMXXXX DES:XXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX ... as Reconciled XXXX XXXX Show XX/XX/XXXX Show additional information for activity type other payment XXXX COINBASE.COMXXXX XXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX ... activity type other payment C status type icon cleared Cleared. Select to mark activity type other payment XXXX COINBASE.COMXXXX DES:XXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX ... as Reconciled XXXX XXXX Show XX/XX/XXXX Show additional information for activity type other payment XXXX COINBASE.COMXXXX DES:XXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX ... activity type other payment C status type icon cleared Cleared. Select to mark activity type other payment XXXX COINBASE.COMXXXX DES:XXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX ... as Reconciled XXXX XXXX Show XX/XX/XXXX Show additional information for activity type other payment XXXX COINBASE.COMXXXX DES:XXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX ... Edit DescriptionSave DescriptionCancel Edit Description activity type other payment C status type icon cleared Cleared. Select to mark activity type other payment XXXX COINBASE.COMXXXX DES:XXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX ... as Reconciled XXXX XXXX Here is more details. I would appreciate your help and It has been awhile since I've submitted this matter so please update the progress of correcting it asap. Thank you. XXXX : Coinbase Support XXXX : XX/XX/XXXX XXXX : XXXX : Re : {$1200.00} extra charged from my bank account On XX/XX/XXXX at XXXX PST " Coinbase Support '' XXXX wrote : Hello there , Thank you for contacting Coinbase. I apologize for the delay in responding to your email and for all the trouble. As we experience rapid growth, we are also experiencing a high volume of support requests and are trying to get through them as fast as we can. I would be happy to assist, however, I will require more information before I can help. Please provide the exact date of the buy transfers that you are referring to, for me to look into this further. Thanks for your patience, and I look forward to assisting you with this! For more inquiries, please visit https : //support.coinbase.com/ Thank you for using Coinbase. Best, XXXX Customer Support On XX/XX/XXXX at XXXX PST XXXX XXXX wrote : There is four transactions of {$300.00}, total sum of {$1200.00} has been charged error or missing. Please check my account history and confirm it. I want refund the overcharged amount of {$1200.00} back to my bank account. Thanks On XX/XX/XXXX at XXXX PST XXXX XXXX wrote : There is 12 of {$300.00} transactions on pending status in my bank account but there has been only made 8 transactions instead of 12. Please review my accounts 's deposit history and refund {$1200.00}. Thank you. This message was sent to XXXX in reference to Case # XXXX Follow this link to view the status of your case and add additional comments : XXXX XXXX XXXXXXXX -XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX as it stated from emails that I received, the case number is XXXX and I really want my money back. Thank you so much for your help.
Company Response:
State: WA
Zip: 98221
Submitted Via: Web
Date Sent: 2018-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-09
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Sometime in XX/XX/XXXX I received an email from Coinbase saying they had accidentally double-charged some customers. At the end of XX/XX/XXXX, my credit card noticed that I had bought the same amount of cryptocurrency {$100.00} dollars twice in a span of 4 days in XX/XX/XXXX ( XX/XX/XXXX and XX/XX/XXXX ). My credit card reversed one of the charges, amount reversed was {$100.00}. I received an email from coinbase on XX/XX/XXXX saying that my account was short of {$100.00} dollars. When I tried to login, it asked me to pay the amount, I paid it via my other back account ( not the credit card that rejected it because coinbase had already removed it ). According to my bank statement, they received this XXXX dollars back on XX/XX/XXXX. Yet my account remains frozen ( for buying ) despite several inquiries into the matter. What is worse is that they have also completely shut down my XXXX account, no explanation has been provided for this. XXXX is a sister company of coinbase, I have XXXX dollars deposited in XXXX and I am unable to access this, this despite not owing them any money. After several phone calls and emails, no explanation has been provided for shutting me out of my money. I can not even open XXXX to check if the money is still there, I am completely unable to open my account. This is unacceptable. No explanation and no recourse, just unanswered phone calls and emails.
Company Response:
State: TX
Zip: 77546
Submitted Via: Web
Date Sent: 2018-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-09
Issue: Other transaction problem
Subissue:
Consumer Complaint: I had to send euros to a specific bank account to verify an account, this was so I could withdraw my money from the Coinbase account. Its now been over two weeks with little to no response from them and the account is verified. They state it will take one or two business days. Its been 14 and no response.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-09
Issue: Other transaction problem
Subissue:
Consumer Complaint: I was locked out of my XX/XX/XXXXaccount on XX/XX/18. I waited a while since this usually clears up on its on but it did not. I called customer service and he told me he could not help me. He said he would send an me an email in which would explain how to get in touch with the appropriate department. I never received an email. I logged into my Coinbase app on XX/XX/18 and tried to buy some BTC. It prompted me to verify my identity, which I had done months before. I followed the process and received an email stating that I had been verified. But when I tried to make a purchase it gave me the same error. I verified again and received an email confirmation. But the app still said that my Buys had been disabled. I received the same message on the website.I contacted customer service who verified that I can not make purchases, but could not tell me why. She said she would escalate it and that was all she could do. She said someone would contact me shortly. Meanwhile I have USD sitting on XX/XX/XXXX that I can not access as well as roughly ETH and BTC. I would like to access my funds immediately but can not. I have heard numerous complaints from customers stating it took months and still no response from Coinbase. This is unacceptable.
Company Response:
State: GA
Zip: 30084
Submitted Via: Web
Date Sent: 2018-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A