Date Received: 2018-03-08
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/2018, Coinbase made an unauthorized withdrawal of {$240.00} from my XXXX XXXX XXXX checking account. The transaction listed itself as a Bitcoin ( BTC ) purchase. I did NOT request this. I also did not receive any notifications/confirmations via email or in my coinbase account. I did not receive the BTC that was supposedly purchased. I called Coinbase the same day and they assured me that my issue would be treated as a priority and the money returned. Nothing happened for two weeks despite multiple email requests for updates.
Company Response:
State: CA
Zip: 94040
Submitted Via: Web
Date Sent: 2018-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-07
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I have a coinbase account, access to which is controlled by a 2 factor authentication ( 2FA ) code that is generated by an Authenticator app on my phone. On XX/XX/XXXX, I had issues with my phone, and I had to get the phone restored. I lost access to the 2FA code when I did this. Unfortunately, I did not store the secret seed key that is required for re-establishing the 2FA mechanism back on my phone. I spoke to Coinbase Customer service on XX/XX/XXXX and explained my situation. I was told to verify my identity by uploading my driver 's license, which I did. I was told that my account will be reset in 3 business days. This has not happened so far -- and I have been locked out of my coinbase account for 6 weeks now, with no access to my crypto funds. Since XX/XX/XXXX, I have spoken to Coinbase support at least 6 times, and exchanged at least 10 emails, but there has been no resolution yet.
Company Response:
State: NJ
Zip: 085XX
Submitted Via: Web
Date Sent: 2018-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-07
Issue: Other transaction problem
Subissue:
Consumer Complaint: This complaint is against Coinbase. I have a account with Coinbase which requires authentication via phone ( 2 Factor Authentication ) to sign-in to my account. Unfortunately, I had to return the phone that I had been using to authenticate and sign-in to my Coinbase account. Therefore, I was unable to log-in. Following is the list of event that happened as I tried to get access to my account : XX/XX/XXXX : Unable to log-in to Coinbase due to 2 Factor Authentication issueXX/XX/XXXX : I submitted a ticket requesting for help XX/XX/XXXX: Someone from customer service got back to me. Coinbase asked me to open a new account, so that they could verify my identity.XX/XX/XXXX : I responded back to Coinbase letting them know that my new account had been created. XX/XX/XXXX : Someone from Customer Service responded back letting me know that my ID had been verified and they were working with a technician to proceed with the transfer. XX/XX/XXXX : No transfer had been made so, I emailed back customer support to check on status of balance. No response yet. It has been close to 1 month to get my issue resolved, so I have not other option than to raise a complaint with CFPB.
Company Response:
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2018-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-07
Issue: Other service problem
Subissue:
Consumer Complaint: Coinbase, a popular virtual currency wallet, is advertising that their wallets are insured by the FDIC. By my understanding, this is factually inaccurate and misleading to potential cryptocurrency investors. Link to the page where this is stated XXXX XXXX XXXX XXXXXXXX Quote in question : " If you are a United States resident , your Coinbase USD Wallet is covered by FDIC insurance, up to a maximum of {$250000.00}. ''
Company Response:
State: DC
Zip: 20009
Submitted Via: Web
Date Sent: 2018-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-07
Issue: Other service problem
Subissue:
Consumer Complaint: I have been trying to get access to my account with Coinbase for 3 months. I have an account tied to a student email address at a school which I no longer attend and I can not get access to said coinbase account, as I no longer have access to this email address. I still have the username, password, and the 2 step authentication still comes to my phone - but I can not verify the account via the email address. I have talked to coinbase numerous times, and they are never helpful. They actual told me that everytime I call of email, my request actually goes back to the back of the line. They say the best way to resolve this issue is to stop calling and wait. I originally contacted them in early XX/XX/XXXX, and I contacted them roughly 10 times between then and XX/XX/XXXX. I stopped calling them at this point in hopes that they would give me access to my account so I can withdraw my funds. They have done nothing. I need someone to help me gain access to my money, as coinbase is doing absolutely nothing to help me.
Company Response:
State: CA
Zip: 92869
Submitted Via: Web
Date Sent: 2018-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-07
Issue: Fraud or scam
Subissue:
Consumer Complaint: I have had multiple issues with Coinbase , Inc . Freezing my funds and demanding payment for transactions that have already settled. In addition, Coinbase hase made several ACH withdrawals from my bank account that do not match any of the transactions I have had with the site. I have submitted 3 support tickets and contacted customer service on two occasions. My account was settled back to {$0.00} balance after escalating and speaking with an account specialist. After logging in two weeks later the company has frozen my account and demands {$6800.00} for transactions that were previously settled. I have recently had fraud on other credit cards not associated with my Coinbase account. One charge on XX/XX/XXXX was for a XXXX, where someone ran a background check on myself and was able to access scores of personal information that could be used to gain access my Coinbase account. All of the incidents with Coinbase mentioned above happened after the XXXX fraudulent charge. I submitted another support ticket but never get resolution for these issues. Coinbase has been unscrupulously handling ACH withdrawals, Credit Card withdrawals and now are demanding funds that were either settled or fraudulently charged based on the facts that i have gathered. I am seeking immediate resolution to clear the negative balance and regain access to my account. Coinbase has been dismissive and unresponsive to my concerns.
Company Response:
State: CA
Zip: 92101
Submitted Via: Web
Date Sent: 2018-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-06
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Coinbase. XX/XX/XXXX to XX/XX/XXXX. Withdrew Euros XXXX in line with the instructions of the organisation. Money has still not arrived in linked account and all linked account details are correct. It is now 3 weeks after the request and process and confirmation receipt that it has been completed. Withdrawal reference : XXXX
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-06
Issue: Other transaction problem
Subissue:
Consumer Complaint: CoinBase is refusing to let me withdrawal any funds. There is {$100.00} in my Coinbase account in USD, and every time I try to transfer it back to my bank, it sends me through a loop that leads me back to square one. On my last attempt, XX/XX/XXXX, rather than transfer money back to my bank, they deposited another {$100.00} from my bank account. I have contacted them 3 times only to get a XXXX we are busy reply. These 3 occurred over the course of two weeks. Still no reply. I am requesting that the {$100.00} as well as the additional {$100.00} withdrawn from my account are returned.
Company Response:
State: NC
Zip: 27502
Submitted Via: Web
Date Sent: 2018-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-06
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: On XX/XX/ I purchased {$180.00} worth of Litecoin cryptocurrency with my XXXX XXXX. On XX/XX/ I recieved an email from Coinbase stating that payment for my Litecoin order was reversed by my card issuer. On XX/XX/ Coinbase restricted access to my XXXX account with {$3300.00} of my funds locked in the account. I contacted Coinbase customer support about this issue via email and received a reply stating that my case has been " escalated '' and their " subject experts '' will be completing a review of my purchasing power. It is now XX/XX/XXXXthere is still no resolution and I have contacted Coinbase customer support three times and have not gotten a response about my case.
Company Response:
State: IL
Zip: 60632
Submitted Via: Web
Date Sent: 2018-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-05
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I purchased some Litecoin ( a cryptocurrency ) through Coinbase on XX/XX/XXXX and the transaction has been in " pending '' status to this day XXXX XX/XX/XXXX ). I've sent 4 emails over the course of the last 4 months regarding this issue with little to no response.
Company Response:
State: CA
Zip: 95123
Submitted Via: Web
Date Sent: 2018-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A