Date Received: 2018-02-26
Issue: Fraud or scam
Subissue:
Consumer Complaint: Hello, I have been locked out of my coinbase account that holds my funds for 50 days, starting Saturday, XX/XX/XXXX. I start trading using this account on XX/XX/XXXX and already verified my account and linked it to my bank account, which I used to wire the money to my coinbase account. I tried to recover my account by submitting a copy of my driver license online on Saturday, XX/XX/XXXX, and Sunday, XX/XX/XXXX however, because the name on the online account is different than the name on my driving license ( the name on my driving license contain an extra letter as an initial for my middle name, however, only my first and last name shows up at my account ), the process failed. I reached Coinbase customer service by email on Sunday XX/XX/XXXX and by phone on Monday, XX/XX/XXXX, XXXX XXXX EST and submitted a high priority ticket ( as the agent told me ) due to the sensitive situation since I have all the needed documents for account recovery and the first and last name matches the name on the account. I did not hear back from coinbase and I tried to call them several times ( XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX ) but unfortunately, the agents refused to give me any useful information or estimated time for coinbase reply which till now is taking almost two months without the ability for me to access my funds. They also refused to transfer me to the department that handles the accounts lock out or to even contact them. Only one time the customer sevice agent promised that he will contact them on my behalf and will send me an update email, but he did not. The problem is that the market is a very sensitive one and I lost more than 1100 $ due to the change in the trading prices and the inability to sell or even transfer or use my funds. This is in addition from preventing me from access/invest my money. I still do not know when the company is planning to respond to a high priority issue, as stated by their customer service agents, which will further change the amount of loss I am encountering till this moment. I have a copy from all the emails that I received after each call.
Company Response:
State: MA
Zip: 02148
Submitted Via: Web
Date Sent: 2018-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-24
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: In 2017 I purchased Bitcoin and Ethereum in a digital Wallet through my XXXX Debit card. I sold some and am unable to get it from the wallet back into my bank account. MY MONEY IS HOSTAGE. I have sent multiple pictures of my drivers license, copies of my bank statement, utility bill and tax statement. They still can not find a way to return my money to my bank account. I have an " open case ''. They answer the phone which is appreciated, but I am getting nowhere. It would be nice to have them send me a check.
Company Response:
State: OR
Zip: 97702
Submitted Via: Web
Date Sent: 2018-02-24
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: My account containing XXXX BTC and XXXX BCH was restricted at some point in XX/XX/XXXX. Coinbase did not notify me as to when or why this occurred. I had stopped using their service on XX/XX/XXXX because they erroneously charged my credit card ( backup payment method ) for purchases that had cleared and posted from my linked checking account.
I attempted to contact them through their support email on XX/XX/XXXX in response to their notification about my credit card. Here is the text which can also be found on their support ticket.
( REDACTED ) XX/XX/XXXX XXXX There were no failed or reversed transactions that would require you to charge this card. All of the transactions have appeared on my checking account, which has more than enough money to cover them.
On XX/XX/XXXX, at XXXX, Coinbase
Company Response:
State: OH
Zip: 432XX
Submitted Via: Web
Date Sent: 2018-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-23
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Hi, I've made a wire deposit from XXXX XXXX XXXX to Coinbase ( XXXX XXXX XXXX ) on XX/XX/XXXX amount of {$25000.00}. However, the amount is still not showing up on my Coinbase account. I've called the XXXX XXXX XXXX customer service and they told me that $ XXXX has been deposited to Coinbase on XX/XX/XXXX. I've contacted Coinbase several times in many ways but have not heard anything from them yet. For me, this is a large amount of money and I am very concerned about this issue. Could please please help me on this issue? I really want to know what is going on with my money? Below are the details of my transaction. Please let me know if you need anything else. Thanks for your help in advance! - Amount : {$25000.00} - Date sent : XX/XX/XXXX - Name of sending bank : XXXX XXXX XXXX - Personal name : XXXX XXXX - Email on Coinbase account : XXXX - Reference # : XXXX XXXX XXXX numberXXXX
Company Response:
State: CA
Zip: 95051
Submitted Via: Web
Date Sent: 2018-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-23
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/2017 I failed a 2 factor authentication for my Coinbase.com account. I had changed my phone number, and had not changed it on Coinbase, and proceding a hard reset of my phone I was no longer able to access my account. Since this date, I have filed numerous tickets, and called at the customer support number at least 7x. The entirety of the interaction is " we have assigned a specialist to this case ''. It is XX/XX/XXXX and I have not been given any indication that I may access my digital securities. I have completed all security checks, identification verifications, and have even created a new account at their behest to " transfer funds '' over to. I do not know what to do, as this is a considerable amount of my wealth and savings- and not having access to it is beginning to affect my standard of living.
Company Response:
State: CA
Zip: 96150
Submitted Via: Web
Date Sent: 2018-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-23
Issue: Money was not available when promised
Subissue:
Consumer Complaint: This is my second wire transfer gone missing with Coinbase , Inc . Case # : XXXX Ref : XXXX Date of transfer : XX/XX/18 Amount of transfer : {$3000.00} Sender bank : XXXX XXXX XXXX Sender full legal name : XXXX XXXX Bank Account No. : XXXX Routing No. : XXXX IMAD ( alpha-numeric federal trace ID ) XXXX
Company Response:
State: CA
Zip: 95132
Submitted Via: Web
Date Sent: 2018-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-23
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I sold all my crypto currency on coinbase and had them wire the money to my bank account on XX/XX/XXXX. Both ether and bitcoins. The transaction shows as completed in the app but I haven't received any payment on my bank account as of now. I did get in touch with customer service and they said they will investigate and will follow-up with me - this was on XX/XX/XXXX. I haven't heard anything back from them since although I followed up twice already.
Company Response:
State: NY
Zip: 11104
Submitted Via: Web
Date Sent: 2018-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-23
Issue: Money was not available when promised
Subissue:
Consumer Complaint: {$9000.00} wire transfer sent on XX/XX/ and confirmed on XX/XX/ has never been credited to my account. This has been going on 13 days with no contact from Coinbase support. I was able to contact the bank and they initially told me no funds were received under my name. After providing further documentation they were able to find the funds under the Name of XXXX XXXX ( my bank ). I was told that the funds will not be able to be credited to my Coinbase account and that they will EVENTUALLY be returned to me. I am required to send an email to their compliance department. The email was sent immediately on XX/XX/ and was later returned undeliverable due to the address not being able to receive email. I have yet to receive my funds returned to my account. {$9000.00} tied up for 13 business with no end in sight. Please help.
Company Response:
State: KY
Zip: 40258
Submitted Via: Web
Date Sent: 2018-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-23
Issue: Other service problem
Subissue:
Consumer Complaint: I lost access to an email account that I used to sign up for Coinbase some years ago. I remembered the username and password and when I login, it gives me a two-factor authentication request that wants to confirm my email address. I don't have access to that email so I can not confirm. Coinbase has a support article which states they are able to help people who had lost access to their previous accounts ( https : XXXX ). I followed the process they outlined including creating a new account with a new email address and verifying my identity by uploading my California State Drivers License and a photo of myself. I also emailed them to let them know I went through their requested process for recovering accounts that you no longer have access to the email that you created them with. It took about a month and a half for someone to get back to me. A person named XXXX emailed me and said there was nothing they could do. I pointed them to the support article and pressed her to help me. She sent me another email with clarifying questions about my account. I responded with answers. I just received an email saying, again, that Coinbase can't help people recover their accounts despite their own policy posted clearly on their website.
Company Response:
State: MT
Zip: 598XX
Submitted Via: Web
Date Sent: 2018-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-23
Issue: Other service problem
Subissue:
Consumer Complaint: I have been locked out of my account with Coinbase with no access to funds within it. I logged a report with customer service on XX/XX/XXXX during which i was told purchase orders were suspended on my account. The reason was not provided and I was informed that the issue needed to be escalated. An estimate of 3-5 days was provided. A week later and no contact was received so i followed up and was given the same answer - the issue has not been reviewed yet and is sitting in queue. An inability to create a purchase order should not preclude me from viewing my current holdings. I am completely in the dark as to if my account balances have been tampered with. Coinbase has effectively frozen my assets with no warning. Please help
Company Response:
State: NY
Zip: 11354
Submitted Via: Web
Date Sent: 2018-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A