Date Received: 2018-02-27
Issue: Other service problem
Subissue:
Consumer Complaint: Company = Coinbase Website = https : //www.coinbase.com Problem = can not access Coinbase service and my money Hi, here is what happened to me : - XX/XX/XXXX I requested support to Coinbase since I lost my secret key ( 2FA ) to access my Coinbase account - so I followed their instructions -XX/XX/XXXX I successfully completed their procedure to verify my identity. And they sent me an emails saying : " Please allow 48 hours for your TOTP 2-Factor Authentication to be disabled before signing in '' - Today XX/XX/XXXX ( after 17 days ) I'm still waiting ... .no answers from Coinbase support despite my emails. I'm still not able to use my Coinbase account and so my money there. Thanks fro your support. Best regards, XXXX XXXX
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: XX/XX/2018 My bank account went from {$190.00} to $ XXXX on account of {$610.00} of coinbase fees and {$100.00} bank insufficient funds fees. I called coinbase customer support to freeze my account and start a customer support ticket. The operator then told me my account was frozen and a specialist would look into the issue. After concluding the call i then get more notifications of account activity for the transfer of currencies from my account to some other. I then recall coinbase and explain my situation to another agent and they tell me my account had not been frozen but they will freeze it now. At this point i no longer have access to my own account. The phone number had been changed without my doing or consent. I got a notification that they where changing the email of my account and i had told the operators not to change it as it was not my email nor was it created by me. Yet it was changed and i can not access my account or its funds if they are still in my account. My bank has reimbursed me for the fees but i still had bitcoin in my account to the tune of XXXXXXXXBTC when my account was hacked/hijacked. I fear my Bitcoin was traded away to another account and even if i resume access to my account it will be gone. I have since closed the bank account associated with my bitcoin for fear of more charged of which my bank would not cover. Ticket # XXXX I have received no response from coinbase about my issues.
Company Response:
State: CA
Zip: 92120
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: Fraud or scam
Subissue:
Consumer Complaint: My Coinbase account was Hacked on XX/XX/2018. About {$6000.00} in coins was stolen from my account, {$10000.00} was stolen from my checking account and several thousand dollars of unauthorized charges was made to my credit cards. I have called coinbase several times, emailed them 3 times with no results. I am unable to gain access to my account, their support personnel are not help helpful. It's been 2 months since the hack and I would like the situation straightened out. Assuming my account was the only one hacked, why is it taking so long to fix my account and return my stolen funds and coins. The company, in my opinion, has stolen a great deal of money from me.
Company Response:
State: MO
Zip: 65804
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: Wire Transfer Fraud / Gross Negligence Timeline : -- -- - [ [ [ XX/XX/XXXX ] ] ] -- -- - Transferred via wire {$11000.00} USD to Coinbase ( Account # XXXX at XXXX XXXX XXXX, Routing # XXXX ) from my financial institution. Included in the wire transfer 's " recipient special instructions '' was the special code exactly as stated in Coinbase 's instructions to allow it to be credited to my Coinbase account. As of XX/XX/XXXX, the funds have never been credited to my Coinbase account, nor returned to my financial institution through any method ( wire, ACH, etc. ) -- -- - [ [ [ XX/XX/XXXX and XX/XX/XXXX ] ] ] -- -- - Called Coinbase multiple times, only to be told that they can't resolve any issues like this on the phone. -- -- - [ [ [ XX/XX/XXXX ] ] ] -- -- -Opened a case in Coinbase 's issue system about a missing wire transfer. No response. -- -- - [ [ [ XX/XX/XXXX ] ] ] -- -- -Sent another message to Coinbase regarding the missing wire transfer. No response. -- -- - [ [ [ XX/XX/XXXX ] ] ] -- -- - Sent fifty-two ( 52 ) more messages to Coinbase regarding the missing wire transfer. All of these messages show up in their case management system online. Still no response. -- -- - [ [ [ XX/XX/XXXX ] ] ] -- -- -Received message claiming high support volumes, and how my {$11000.00} issue was of low priority to them. Apparently, according to this message, forgotten passwords were of highest priority, and are more important than {$11000.00} in cash gone missing for nearly a month. Also, the next highest priority tier of things included " limit increase requests, '' which I had requested and since then already received. On that same list were " referral bonus inquiries '' and " general questions '', which means that they're treating my {$11000.00} problem as lower priority than all of these. -- -- - [ [ [ XX/XX/XXXX ( same day ) ] ] ] -- -- -Responded to their message within 2 minutes of receiving it. No response ever since. -- -- - [ [ [ Early XX/XX/XXXX ] ] ] -- -- -Called XXXX XXXX XXXX and confirmed that Coinbase received my wire transfer on XX/XX/XXXX, and that it was credited to their bank account that same day. Was told to talk to my financial institution and ask them to send a message to Coinbase through the bank wire messaging system. -- -- - [ [ [ XX/XX/XXXX ] ] ] -- -- -At my request, my financial institution sent a message over federal wire to Coinbase asking for the funds to be returned in full. -- -- - [ [ [ XX/XX/XXXX ] ] ] -- -- -Called my financial institution to follow up on request. Still no response. -- -- - [ [ [ XX/XX/XXXX ] ] ] ] -- -- -Filed a complaint by email with Coinbase 's bank 's compliance department ( XXXX ) informing them of the details of this long-standing problem. No response since. -- -- - [ [ [ XX/XX/XXXX ] ] ] ] -- -- - Called Coinbase 's bank and asked the status of the return. They told me they had sent the message on to Coinbase but had not received a response from them at all. Called my financial institution and asked them to send a message to Coinbase through the federal wire system every dayuntil they get a response. I informed their bank ( XXXX XXXX XXXX ) that these messages would be coming, and they agreed to forward every message on to Coinbase. -- -- - [ [ [ XX/XX/XXXX ] ] ] -- -- - I receive an email from the company stating that I'm receiving a fee refund of a 0.05 % difference between charged and stated fees. BUT MY MUCH LARGER PROBLEM PROBLEM STILL GOES IGNORED BY THIS FRAUDULENT COMPANY. -- -- - [ [ [ XX/XX/XXXX ] ] ] -- -- - Fed up, I file a complaint with the Consumer Financial Protection Bureau including all details above. Funds are still missing, and there remains no response to my many messages. I'm getting very close to filing a punitive class action lawsuit. I know I can't be the only victim of this grossly negligent company.
Company Response:
State: TX
Zip: 77396
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: This is a complaint regaurding the website Coinbase. Recently ( around XX/XX/XXXX ), when logging into my coinbase account I received a notification that a debit card transaction from XX/XX/XXXX for {$500.00} was reversed and that I was required to make a payment of {$500.00} to unlock my coinbase account. I contacted my bank to see if there were any payment reversals from coinbase and there weren't any. I have bank statements that can prove this. The debit card I made the purchase with is no longer active as well, although I don't see how this could affect this situation. I contacted the coinbase support team and they said they created a support ticket and in the meantime I did nothing with my coinbase account. I had a balance of over {$1200.00} in my USD wallet on coinbase and a few days later Coinbase decided to take out {$500.00} from my USD wallet and forced me to double pay for a transaction I already paid for, leaving my balance in my wallet on the coinbase website with only around {$700.00}. I feel completely scammed by coinbase because there is no way a reversal could have happened because COINBASE ALREADY RECEIVED MY {$500.00} ON XX/XX/XXXX. So I was charged twice. Once on my debit card on XX/XX/XXXX, and I was charged again from my coinbase wallet over a month later. I would not have received the cryptocurrency coins I purchased if it didn't go through. I would like my {$500.00} back and can provide any necessary information to prove that there were no payment reversals by my bank. The support ticket I opened with the site is support ticket XXXX.
Company Response:
State: WI
Zip: 54911
Submitted Via: Web
Date Sent: 2018-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-26
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I have been trying to verify my identity on Coinbase in order to sell some of my cryptocurrency. Multiple times I have tried to sell my Ethereum and have not been able to sell as much as I wanted to because Coinbase wants me to further verify my identity. I have provided government issued ID, my name, address, etc already. Where the problem lies is that Coinbase wants me to provide and verify my social security number. Despite trying several variants of my address and name I have never been able to accomplish this! After a few tries I am asked to wait 24 more hours. I have a middle name and I am the third, so perhaps that is where some of the ambiguity comes in, but despite trying several address and name variations nothing ever works. This is particularly distressing because I would like to move my Ethereum holdings into a more safe asset ( dollars ) and watched myself lose significant amounts of money because I was unable to do this. I understand rigorous KYC and AML is necessary but your verification services are non-functional beyond reason.
Company Response:
State: FL
Zip: 32225
Submitted Via: Web
Date Sent: 2018-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-26
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: Coinbase owes me {$4800.00}. I filed a case # XXXX with them and they have been no help. On XX/XX/2018 the amount was sent over and received by coinbase. I received an automated email from them saying my funds would be available by the end of the day on the XXXX, instead it has been stuck on pending now for well over a month. And they will not help me. Their support team is horrendous. And additionally I was scammed another {$750.00} but a fake coinbase number I called that posted on Coinbase 's Support 's XXXX page. So they are also allowing scam companies to make posts using their same exact logo and font to offer help to ppl, when they should be deleting these fraudulent posters.
Company Response:
State: AZ
Zip: 852XX
Submitted Via: Web
Date Sent: 2018-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-26
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: Coinbase ( and its subsidiary XXXX ) have submitted a 1099-K showing an incorrect amount of gains to the IRS on my behalf. I have tried contacting them multiple times via their support email address and each time they have ignored the problem or otherwise not fixed it.
Company Response:
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-25
Issue: Fraud or scam
Subissue:
Consumer Complaint: Coinbase is disabling buys for zero reason on millions of accounts. Asking for verification then never responding or enabling peoples accounts again. They are a fraud
Company Response:
State: NY
Zip: 12205
Submitted Via: Web
Date Sent: 2018-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-25
Issue: Money was not available when promised
Subissue:
Consumer Complaint: on the XXXX of XX/XX/2018 i sold my bitcoin using coinbase and since them i have not been able to withdraw my funds. i have been lied to over the phone when i asked how to withdraw my money. i tried to link my account using XXXX payment where i uncured charges from my own bank account on the XXXX XXXX. i have still been unable to withdraw my funds,
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A