Date Received: 2018-03-01
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I have contacted GDAX and COINBASE multiple times over the last 6-8 weeks and I have gotten nothing done.Even after contacting the CFPB. nothing has changed, My assets are still locked in the GDAX account and I am not able to access them or have yet to receive any explanation why my assets have been frozen and are unaccessable. I want to know why I am not getting any response and why my account is still locked. I got 2 emails saying they are working on it but nothing has been done in over a month. Can someone tell me whats going on. this company will not tell me what I did wrong or what the next step is. I'm getting completely ignored by them.I want to be able to trade again and I would like my account opened and accessable to the money I put in.
Company Response:
State: WI
Zip: 53211
Submitted Via: Web
Date Sent: 2018-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-28
Issue: Other service problem
Subissue:
Consumer Complaint: I had invested a total of XXXX USD with Coinbase. Everything was good until about a month ago when I had some problems with my laptop. Among other information, I lost the authenticator app and the secret key for my account. That meant that I would have to be reauthorized by Coinbase. So, I entered my username and password. Then I entered my cell number and they sent me a verification code. After I entered the code, I was prompted to either show an ID to my webcam or upload an ID. I chose to upload pictures of the front and back of my driver license. Then I was prompted to use my webcam to take a picture of myself. I did this and within about a minute or so, it came back with unable to verify. I sent an email to Coinbase support which stated this problem. What transpired after this can be understood in a series of email replies back and forth, which I will include with this complaint. The bottom line is that at this point I almost feel as if I have lost the money I invested, because they now have been unresponsive.
Company Response:
State: FL
Zip: 32174
Submitted Via: Web
Date Sent: 2018-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-28
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I was trading on the Coinbase platform up until XX/XX/XXXX when I was locked out of my account. I have been restricted access to my funds since XX/XX/2017. I have called and emailed the company countless times with no resolution. I am still currently locked out of my account nearly 3 months later, and all they can say is " a specialist has to take care of that. '' They will give me no time frame and no more information than that I just have to wait. This is criminal. This is my money they are withholding from me. Please help me with this.
Company Response:
State: CA
Zip: 950XX
Submitted Via: Web
Date Sent: 2018-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-28
Issue: Fraud or scam
Subissue:
Consumer Complaint: COINBASE BANK TRANSFER DEPOSIT I made a international bank transfert ( XXXX ) for deposit on my COINBASE account on the XX/XX/2018 Afterwards, I have realized I have made the transfer from an unsupported country ( XXXX XXXX ) according to COINBASE website. Therefore, there was no indication to make sure the actual bank transfer is not from an unsupported country during the process of how to make a deposit on a COINBASE account. I have no updates from COINBASE on where is my money, if it has been credited on their account in XXXX, if the money has been send back to me, I have no deposit on my COINBASE account either. I can not use it on my account as it doesn't show any amount on it. I have sent 3 differents complaints on COINBASE website starting from 10 days after I made the bank transfer, and I only had pre-made replies out of subject initially, and then NO MORE REPLY ... I am absolutely ALONE now. NO one from COINBASE is trying to contact me and help me or giving me status of that situation or updates. I have called them in USA on their Support phone number as well but NO ONE replies ... I don't know anymore if I will get my money back from COINBASE. I NEED HELP.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-28
Issue: Fraud or scam
Subissue:
Consumer Complaint: Case # XXXX I asked to disable my GDAX ( Coinbase ) access because I was robbed of my phone. I requested via email to reactivate my account on XX/XX/2018. They sent me system generated email without a ETA. I called via phone on XX/XX/2018. It took me an hour to reach the customer representative. She sent me an email asking me a few questions and told me a specialist would work on it. Again, an ETA is not given. I responded right after I received the email. Until now ( XX/XX/2018 ), I have not heard back from GDAX. And I have {$5000.00} on my account that I'm not able to access or cash out.
Company Response:
State: CA
Zip: 94015
Submitted Via: Web
Date Sent: 2018-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-28
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/2018 a family member of mine wired {$25000.00} to my Coinbase account. We received an email on XX/XX/XXXX rejecting the amount because it was not from an account associated with my name ( although it was my same last name ). We waited several days for it to be returned, but it was not. We placed a trace/recall request but that was rejected due to coinbase 's bank not responding. I contacted Coinbase on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I have received some communication back, but it was just to tell me that they were looking into it. I hired a lawyer, who had a conflict of interest due to an investor in Coinbase. I am looking for a refund of the money as it was due. I have asked for updates, to speak to a representative ... but no one has communicated to me. A few days later I wired an additional {$25000.00} from my own account which I did receive. This is a different amount. Please advise on what to do.
Company Response:
State: NY
Zip: 10003
Submitted Via: Web
Date Sent: 2018-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-27
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: I have a COINBASE account in which I transferred XXXX from my bank account directly to their XXXX bank account ( details as provided by the coinbase app payment screen ). This was over 3 wks ago ( XXXX XX/XX/2018 ). The bank has confirmed that the money left my account and went across. The money should go into my coinbase account and should clear in 2-5 working days. However it still does not show and COINBASE are refusing to respond to my queries or look into the matter. I have sent 3 or 4 emails over the last few weeks to little response. They sent me a holding reply 2wks ago saying they will look into the matter ( a one liner ), but have not yet done anything about it. I am now down XXXX and a XXXX bank charge. Coinbase are supposed to provide crypto currency services but all they have done so far is stolen my money.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-27
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/2017, We did a wire transfer of XXXX USD from my XXXX XXXXXXXX XXXX account to Coinbase wallet into their bank account. After About one week, I received a communication email from coinbase saying that my wire transfer has been rejected and I will receive my money back to my bank account in next 14 business days. I have raised multiple requests to coinbase, but every time I have been said that I have to be patient and wait for the specialist to revert back, but I have never heard anything from the coinbase specialists. It has been more than 2 and half months and I am still waiting for my money to be returned to my bank account.
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2018-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-27
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/2018 I lost access to my account on XXXX.XXXX. I have over {$100000.00} in asset and cash and not able to access. Customer service is non-existent and I am not able to view. withdraw, or access my account what's so ever. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX Case ID : XXXX
Company Response:
State: FL
Zip: 33145
Submitted Via: Web
Date Sent: 2018-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-27
Issue: Other transaction problem
Subissue:
Consumer Complaint: I sent XXXX Litecoins from my XXXX XXXX XXXX to My Coinbase wallet on XX/XX/XXXX ... I sent the coins to my wallet using the same address that was given when I sent Litecoins from my Coinbase wallet to my XXXX XXXX XXXX ... It is now XX/XX/XXXX over 80 days and my Litecoins have still NOT appeared in My Coinbase wallet.. I have made Numerous emails and Call to Coinbase customer support and they keep saying My ticket is in line with a specialist ... PLEASE HELP ...
Company Response:
State: NY
Zip: 11714
Submitted Via: Web
Date Sent: 2018-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A