Date Received: 2018-03-09
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I wired {$10000.00} from my bank to Coinbase on XX/XX/XXXX, which was supposed to appear in my XXXX account immediately. Since then, I've called many times, each time they're telling me that a specialist will get back to me. I've also emailed many times to which nobody has replied. I've messaged them all over social media to no avail. It's now XX/XX/XXXX and I still have not been contacted by anybody, not even to say that my case will be looked at eventually. Please help me, that's all the money I have.
Company Response:
State: NJ
Zip: 08873
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: Fraud or scam
Subissue:
Consumer Complaint: Dear CFPB Team, I need your help on this matter, has been few bad days for me waiting for coinbase to resolve my issue and I have bad customer service and no support. I bought some litecoin on XX/XX/XXXX and they charged my credit card twice for the amount of {$580.00} us dollars, since my credit card was charged twice the my bank did a reversal and reject the two payments. Then I tried to login back into my coinbase account and they ask me for the payment of {$580.00}, I submitted the payment using my personal checking account and they took the money from my account so they said it is paid already few days ago, they reply me back after several calls and emails saying that they received my payment but my account should remain locked until an specialist review it, its been few days and this remain as it is, I called several times and they told me the same thing, I email then too and they replied the same, I am attaching the case history, it is not fair as coinbase treat the clients. I need your help having my account unlocked and gaining access to my funds, all my funds in coinbase are in us dollars. I just called right now and they gave me the same response, over and over, they don't unlock my account. Thank You!
Company Response:
State: FL
Zip: 33143
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: 1. {$100000.00} was wired to my coinbase from a my wife 's bank account on XX/XX/17. Because the bank account name doesn't match my coinbase account, so the {$100000.00} was returned to her bank account. thanks for that. 2. therefore, I wired {$50000.00} from our XXXX joint account on XX/XX/2017 to the same coinbase account, then never heard from the coinbase again. 3. And i wired {$100000.00} from ourXX/XX/XXXX joint account on XX/XX/2017 to the same coinbase account, then never heard from the coinbase again. 4. I sent request through the XXXX customer support 6 weeks ago with the case # XXXX, but nothing has been resolved. 5. I put traces with both my banks two weeks ago, but your side never responded neither of the banks. 6. It has been two and half months, no resolution to the total {$150000.00} fund. their customer service has not helped me any, and it is absolutely unfair to treat customers this way.
Company Response:
State: GA
Zip: 30097
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 service problem
Subissue:
Consumer Complaint: I have an account with a company called Coinbase. Initially, when I opened the account, I was in the state of Wyoming. I initially purchased a virtual currency called bitcoin in the state and the exchange allowed me to do this. However, I wanted to buy more coin and they said I had to upload my Identification. Upon uploading my identification, Coinbase locked my account and would not allow me to access the funds already in the account. ( I had approximately {$50.00} in the account ). I have since moved to colorado and attempted to unlock my account by uploading my Colorado ID per the instruction of Coinbase. That action was taken approximately 1 year ago. Coinbase still has not unlocked my account. The company told me numerous times they would unlock my account and said the case had gone to a specialist but still nothing has come of this. The company essentially steals money by locking accounts.
Company Response:
State: CO
Zip: 80004
Submitted Via: Web
Date Sent: 2018-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-08
Issue: Other service problem
Subissue:
Consumer Complaint: I have had a coinbase account since XX/XX/XXXX till current. I have used their exchange XXXX same time. On XX/XX/XXXX, I was surprised coinbase disabled my account " buy '' feature and that also meant I can NOT log in my XXXX account. I have my funds ( Cash {$23000.00} and Coins worth {$25000.00} ) in XXXX. I called and emailed coinbase and XXXX 15 times so far over the past 18 days. I am only told my account is under specialist review and they are busy, the specialist will try to review your account but no time frame when it may happen. In my calls and emails I specifically request coinbase/XXXX to release my funds since they have no right to freeze it and they responded with same point that the specialist will review account. I have used coinbase since XX/XX/XXXX and I have submitted all documents to verify my ID and income sources, including my bank and credit card information. I submitted my driver license, my USA passport and every required information coinbase requested. I have found many customers on social media are experiencing same issue withcoinbase, freezing accounts and no access to funds. I believe this is not a legal action for coinbase to do and they should be reviewed by state and federal authorities.
Company Response:
State: WA
Zip: 993XX
Submitted Via: Web
Date Sent: 2018-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-08
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/XXXX at around XXXX XXXX I was victim of internet crime. I was trying to make a transaction of money from my XXXX account into my Coinbase account. I was trying to convert Tron in lite-coins in my XXXX, in order to send to my Coinbase account and I couldn't, and so I decided to call to XXXX Customer Support number I found on XXXX. I called and immediately someone answered by the name : '' XXXX ''. He said he would help me resolve the issue and instructed me to give him access to my XXXX account. Then he said there was something wrong with my Coinbase account and that this was the reason for why i was not able to do the transaction. He then asked me to give him access to my Coinbase account. Within a minute, I had no balance on my Coinbase Account, where I previously had 2 bitcoins and 8 lite-coins for an amount of {$22.00}. I asked him why my balance was at XXXX and he said that I would have to wait a couple of minutes an the hung up. In my desperation, I called again and no one picked me up. I searched for other number to call and they did not pick up either. I finally received a call back from one of the numbers I had previously called. I spoke to " XXXX XXXX '', and he told me I was hacked, and that in order to retrieve this money I would need to send him {$1000.00} in Gift Cards. I did not believe this and hug up. I have contacted to coinbase immediately explaining and they told me to file this report at that time. The numbers that I called were supposed the Customer Service Support of XXXX are : XXXX - this is the initial number I called, where I talked to XXXX. XXXX - Extension XXXX this is the number that called be back and asked me for XXXX $ in Gift Card, XXXX XXXX ... and few days after still was calling me at home. XXXX ; XXXX ; XXXX ; and XXXX, these number are still on XXXX as a XXXX Customer Services, and timing every day. They do not only stool my 2 bitcoin and 8 litecoins from Coinbase, they also stool my IOTAS and TRON from my XXXX Account ( around {$3.00} ) I am so desperate. In other hand I had Money in transit from my bank account to Coinbase at that time for XXXX $ us that is why this hackers did not took that amount too. Coinbase sent me a confirmation of that amount arrived on my account on XX/XX/XXXX, but I couldn't see even that statement, because since Coinbase knew about this problem and received this complaint, they blocked my account I understood that, but since that time, I have been calling every day ... but nobody tell me what is going on, I dont't know nothing about the amount of XXXX $ and even they told me that the other amount of XXXX $ is on my account, I never have access to my account, they said that they will communicate with me, but it is almost one month, and I don't have any news from y money or my account.
Company Response:
State: NY
Zip: 11373
Submitted Via: Web
Date Sent: 2018-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-08
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I have Euro XXXX sitting in my account with coinbase. I have been trying to withdraw the funds for the past 4 weeks. The first week was due to my error in linking the wrong account. since then I have sent XXXX euro to verify my account as per their online instructions. I have reported via their support desk and called them 3-4 times from the XXXX. They said that I should send XXXX euros to make it work, which I did. The money appeared in my Coinbase account but the bank account is still not verified. they say they have a backlog of issues like this, this is unacceptable and I need to withdraw these funds as soon as possible. thank you
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-08
Issue: Other transaction problem
Subissue:
Consumer Complaint: I have an account with coinbase.due to some technical chargeback issues.I have been locked out of my account since XX/XX/2018.I talked to them o phone a dozen time.but they just say they have escalated my issue.which usually take 4-6 business day or little longer.buf its been 20 days almost.still no one has a clue.i no longer wan na be with this coinbase and want to withdraw all my fund and close the account but they dont even let me do that .says once resolved then only I can access my account to withdraw.but they gon na take few days few weeks few months or a year or forever.loosing my mind.feels like biggest mistake of my life to be in crypto in coinbase
Company Response:
State: WI
Zip: 53562
Submitted Via: Web
Date Sent: 2018-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-08
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXX I made transaction with my credit card to buy crypto currencies which was successful. On XX/XX/XXXX XXXX made a duplicate transaction on my credit card which caused me an extra charge of XXXX dollars which I disputed with my bank. My bank kept the entire amount on the hold and rejected the transaction which was not my intent. On XX/XX/XXXX Because of this the XXXX put my purchase ability on hold. I made the payment using my checking account immediately and the funds got transferred to coinbase but never the gave back my purchase ability. It has been two weeks and I payed the amount and I contacted the customer care but I never got any support. I have funds in my account which they neither give access to me and I am loosing more money than the amount it was charge back.
Company Response:
State: TX
Zip: 75024
Submitted Via: Web
Date Sent: 2018-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-08
Issue: Other transaction problem
Subissue:
Consumer Complaint: The main problem I am having is with coinbase. When I first made coinbase back in XXXX, I chose coinbase over other platforms because it didn't require SSN which I don't have since I am an XXXX XXXX in the United States. Ever since XXXX, I spent about 700 $ ( including transaction fees ) on purchasing litecoin on coinbase. However, recently when I tried to log into coinbase, they locked my account saying that they needed " additional customer information '' and asked me to type in my SSN ( which I don't have ). Therefore, I'm currently unable to access my coinbase wallet, even though I wanted to pull out all my litecoins. I didn't gain any profit from my purchase so I just wanted to pull out at a safe point where I only lost about 50 , but due to coinbase locking my account, I'm no longer able to do anything but sit and watch my investment diminish.
Company Response:
State: CA
Zip: 92612
Submitted Via: Web
Date Sent: 2018-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A