Date Received: 2018-02-14
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I've sent a wire transfer to their bank ( XXXX XXXX XXXX ) in NY coming from XXXX NY last XX/XX/2017 to fund my Coinbase account. I followed all the instruction stated in Coinbase website how to deposit through wire transfer. My bank has confirmed that XXXX XXXX XXXX has XXXX the {$5000.00} wire transfer.. I opened a file with case ID # XXXX dated XX/XX/2017. I tried to contact their customer support numerous time on phone, email, XXXX, XXXX & internal messaging, but no response whatsoever. It's been over 2 months now & I missed so many buying opportunities in cryptocurrency trading. Please help me get my money back to my XXXX account or deposit to my XXXX account. Thank you very much. XXXX XXXX
Company Response:
State: NY
Zip: 11377
Submitted Via: Web
Date Sent: 2018-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-14
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I have an account with Coinbase since XX/XX/2017. My identity got verified, and I started adding money to this wallet and transacting in cryptocurrencies. On XX/XX/XXXX, trading was XXXX on my account when I tried to add a new bank account. I sent in requests to check what the issue was, but I never received a response. After a few days on XX/XX/XXXX, I finally was able to get a hold of a customer care rep on the phone after holding for XXXX hours, who gave me a case # XXXX. She told me that she had expedited my case and specialists would be looking into the matter, and it should be solved within XXXX business days. By this time, I was not able to log into my coinbase or XXXX account. I was not able to access any of the funds in my account, conduct any transactions of buys/sells, or transfer my money to a different platform. I didn't hear from them for another month. I called customer service again on XX/XX/XXXX to check in, and the customer service rep was confused about why the case was taking so long or what the issue was, but said that specialists were still looking at my account and would be in touch when the issue had been resolved. It's been 15 days since then XXXX XX/XX/XXXX today ), and I haven't received any communication from their side. I still can not log into my account or access my funds. Coinbase is taking an obnoxiously long time to enable trading on my account again. I should at lease be able to log into my account and move the funds away if I want to. This is absolutely frustrating.
Company Response:
State: IL
Zip: 60605
Submitted Via: Web
Date Sent: 2018-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-14
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Concerning Coinbase, headquartered in XXXX XXXX, California. International payment, value XXXX GPB, or XXXX EUR, made XX/XX/XXXX. No payment received into my online trading account. Escalated XX/XX/XXXX on the online support form. Confirmed shortly thereafter by phone that payment had been received but they were ascertaining whether this payment could be forwarded to my Coinbase trading account or refunded. As of XX/XX/XXXX, over three months later, after repeated phone calls with no information offered, and repeated emails each time an automated response, I'm escalating the problem with the CFPB.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-14
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXX I withdrew {$3100.00} to be sent from my Coinbase Account to my XXXX XXXX account. The estimated payment date ( given to me by Coinbase ) was XX/XX/XXXX. These funds, as of today XX/XX/XXXX, have yet to be transferred to my XXXX XXXX account. Below is a timeline of the events that have occurred so far. XX/XX/XXXX : I filed a case with Coinbase to notify them that the funds still had not been transferred. XX/XX/XXXX : I receive an email from Coinbase that outbound wires could be delayed up to 5 days, and to try to give Coinbase as much details as possible about the case so that they could resolve issues in a more timely manner. I updated my case with as much information as possible. XX/XX/XXXX : I called Coinbase support and talk with XXXX, and they assured me they were working on all the cases as quickly as possible and there was nothing more that could be done to expedite the payment. After the phone call I received an email from XXXX confirming that Coinbase was working to get the case resolved. XX/XX/XXXX : I receive an email Coinbase that they had processed all the delayed outgoing wires and that they would mark my case as resolved, and if the funds had not yet been received that I should receive them within two days. I still had yet to receive the money. I have successfully transferred money between my XXXX XXXX account and Coinbase before, and my account has a verified photo ID so it is not possible that issues there caused the delay in payment. XX/XX/XXXX : I call Coinbase to follow up on email from XX/XX/XXXX and XXXX assures me that everything is being done as fast as possible to get he funds transferred, and that the case was properly escalated, meaning that I had to just keep waiting on Coinbase to get things right on their end. I receive a follow up email after this phone call to confirm. XX/XX/XXXX : I call Coinbase again, nothing has happened. I receive an email confirming that no case submitted after mine ( on XX/XX/XXXX ) will be resolved before mine. I find that hard to believe seeing that there was an email sent on XX/XX/XXXX said all these types of cases had been resolved. I am assured that everything is being done to get my payment transferred. XX/XX/XXXX : I call Coinbase Support again and speak with XXXX. XXXX informs me that my case had only been escalated to a level 8 ( prior to this I had been told tat my case was escalated as high as possible, and did not know there was a level system ) and she was going to move it to a 10 due to it being over a month since I was supposed to receive the funds. She sends me an email address that I can follow up with her personally on since the case was taking so long. XX/XX/XXXX : I email XXXX to see if she had heard anything back. No response. XX/XX/XXXX : I email XXXX to see if she had heard anything back. No response. XX/XX/XXXX : I email XXXX to see if she had heard anything back. She responds on XX/XX/XXXX saying that the case was still escalated. XX/XX/XXXX : I email XXXX to see if she had heard anything back. No response. XX/XX/XXXX : I email XXXX to see if she had heard anything back. No response. As of today, XX/XX/XXXX at XXXX CT I have still not received this wire transfer into my XXXX XXXX account.
Company Response:
State: TX
Zip: 78703
Submitted Via: Web
Date Sent: 2018-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-14
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I opened up a Coinbase account to trade Cryptocurrencies. First purchase on XX/XX/XXXX. XXXX bitcoin for XXXX. Second purchase on XX/XX/XXXX. XXXX Etherium for XXXX dollars. Sold XXXX bitcoin for XXXX ( after fees ) on XX/XX/XXXX. Sold XXXX etherium for XXXX on XX/XX/XXXX. Currently have {$180.00} in a stagnant USD account on coinbase. I am unable to withdrawal the money to either a bank account or credit/debit card. I have not taken action with the company, because upon research this is not an uncommon problem and the company does not take action when it occurs. Per my research this is the best coarse of action to get my money back.
Company Response:
State: VA
Zip: 22101
Submitted Via: Web
Date Sent: 2018-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-14
Issue: Other transaction problem
Subissue:
Consumer Complaint: I submitted a transaction on coinbase.com of XX/XX/XXXX at XXXX. It is XX/XX/XXXX XXXX and the transaction is still " waiting for approval ''. The policy stated that the transaction will be completed in 48 hours but it has been over 100 hours and I am losing on my investments. This is UNACCEPTABLE and I am trying to retrieve my investments from them and close my account. Their customer service is non-existent. It is a scam and they are locking up people 's funds and trading with it.
Company Response:
State: MI
Zip: 490XX
Submitted Via: Web
Date Sent: 2018-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-14
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: I have been using Coinbase for 7-8 months now, and have had no issues. In XXXX, I wanted to withdraw my funds from the " Vaults '' that I had created in Coinbase. I have about {$3000.00} worth of digital currencies sitting in Coinbase and I felt like it was a good time to take the funds out of a public exchange. However, I realized that I don't have access to the secondary email account that I needed to use in order to confirm the withdrawal. I have opened multiple support cases, and the last time I heard back on XX/XX/XXXX ( writing this on XX/XX/ ) I was told that a specialist was on the case and that I'd hear back soon. They have since stopped responding to support emails and their phone support never seems to be able to answer the phone. I saw on XXXX that this was a good place to turn as a last resort. Main support case is Case # XXXX but I have also opened Case # XXXX
Company Response:
State: IL
Zip: 60657
Submitted Via: Web
Date Sent: 2018-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-14
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XXXX the XXXX I tried to move from my wallet into a exchanger and it said 72 hours waiting time. Somehow i thought maybe the vault will be faster ( XXXX me ) I havent used the Coinbase account for more than 3 years and my secondary e-mail address doesn't work anymore. Tried it and it bounced. I contacted support via the phone number listed on there XXXX Waited for 50+ mins calling from the XXXX.. Got someone on the line and they said they moved my case to another expert team for this and they would move my coins back to my wallet and they would delete my vault. Now more than a month later no answer what so ever.. the reply on my ticket says " I have just forwarded your case to our subject matter experts who can help. They will get back to you shortly. '' Define shortly ... Not happy about this!
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-14
Issue: Money was not available when promised
Subissue:
Consumer Complaint: My residence is in XXXX, an approved country for CoinBase users. I have been a CoinBase user since mid-XXXX, always satisfied with the service, transacting mostly between LTC, BTC and EUR as an amateur trader. I verified my account with passport, bank account in my name for XXXX transfers, and provided proof of residence. Over XXXX XXXX I visited XXXX, where I tried to access the website, not aware this was against CB 's terms of service. As a result, my account was locked and I was asked to provide extra materials to confirm my residency was not in XXXX. I complied, providing copy of passports, proof of residence with bank statements, even including a confirmation of my hotel in XXXX. It has been almost over 2 months since I've had access to my account and funds. I have since been in touch with their customer service reps, who were very friendly and escalated my case 'to the highest priority level ', but nothing has happened to resolve the issue. All I get is automated responses via email. I have in excess of USD XXXX, - in my account and want to regain access to my funds. CoinBase is not responding to my efforts to resolve the issue, I've offered all the documentation they asked for and more, and I've been emailing and calling. My account is still restricted and there is no outlook for any resolution. All I can do is call, get the same response, and I'm discouraged from making new tickets to call attention to my funds being held hostage.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-14
Issue: Other service problem
Subissue:
Consumer Complaint: On XX/XX/2018 Coinbase.com locked my account with no warning and has not provided any service in helping me access my funds. I have taken a serious financial loss as a result of their ( non ) actions. I received an automated email that the name on my bank account does not match the name on my driver 's license, which is simply not true. I've tried upwards of 5 times to contact Coinbase and have this issue resolved but I can't even get a response to an email from them. Phone representatives refuse to provide an estimate of how long it will take them to fix my problem. Again, this is a 30 second fix to verify that my name on my bank account matches the ID I have provided them. I'm taking serious financial loss from their lack of any support at all, and I desperately need your help. Thank you.
Company Response:
State: MD
Zip: 20912
Submitted Via: Web
Date Sent: 2018-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A