Date Received: 2018-02-10
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I sold my XXXX $ worth of bitcoin back into my bank account, but never gotten the money ever. Even though, the page says ''completed '' I check my bank account and no transaction went through.
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2018-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-09
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/, I placed a voluntary security hold on my Coinbase account as a precaution after my cellphone and personal bank accounts were compromised. I explained to the Coinbase representative that my Coinbase account had NOT been compromised - rather, I was notifying them out of an abundance of caution. I asked that my account be placed on hold until further notice. On or about XX/XX/, upon confirming that all of my personal security issues had been resolved, I notified Coinbase and requested that they reinitiate my account access. Since that time, I have called Coinbase several times. Each time, I am told that my request for account access has been " escalated '' and has the " highest priority. '' However, each time they also told me that they did not have enough resources to respond to my request. I asked for a time estimate and was told that one could not be provided. I then asked whether it would be " days, '' " months, '' or " years '' and - shockingly, I was told they could not give me any estimate. On XX/XX/, I asked to speak with a supervisor named " XXXX. '' She refused to provide her last name. Once again, she would not provide a time estimate as to when my account access would be granted or when I would be able to close my account. During each of these calls, having grown frustrated, I indicated that I wanted to close my Coinbase account immediately. I was shocked when they responded that my account could not been closed while I don't have access. To date, I have not been able to access my account nor have I been able to close it.
Company Response:
State: CA
Zip: 90045
Submitted Via: Web
Date Sent: 2018-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-09
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: I sold some Litecoin cryptocurrency from Coinbase on XX/XX/2017 in the amount of {$1300.00} and had it transfer to my linked account for payout. money never reached my account. I sent a support email to the company and didn't get a response. I've sent probably 10+ emails and more recently XXXX @ coinbase to try to get them to help me. I have not gotten any help in this matter in almost 2 months now. my most recent case # for the email i sent today is XXXX. I noticed that all my other emails have been deleted from the support page within my account now. This company won't help at all. Their phone lines say they can not help with anything about money whether it be deposits or withdrawals.
Company Response:
State: TX
Zip: 78240
Submitted Via: Web
Date Sent: 2018-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-09
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Wired money from XXXX XXXX XXXX to Coinbase Inc. on : XX/XX/2017 Amount : {$25000.00} Multiple e-mail exchanges with Coinbase automated response and support staff and 2 verbal discussions with Coinbase call support without any resolution. Coinbase support staff back dated an original email request for information 30 days from sent date seems odd and suspicious.
Company Response:
State: TX
Zip: 77062
Submitted Via: Web
Date Sent: 2018-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-09
Issue: Fraud or scam
Subissue:
Consumer Complaint: I am contacting you to report a fraud perpatrated on me by the company Coinbase located in XXXX California. On XX/XX/XXXX I placed a sell order wire for XXXX Btc or {$360.00} from my Coinbase account to my credit union bank account, Coinbase transaction history notes showed that the transaction ( XXXX ) was completed on XX/XX/XXXX however the funds were never received by my bank. I contacted Coinbase via email and phone over a dozen times as well as sent them bank statments It is now XX/XX/XXXX they have never once looked into the case and have not returned my missing funds. I sent the requested documents including my bank statments to prove funds were never received to XXXX@Coinbase.com. I also contacted support XXXX in XX/XX/XXXX XXXX a manager on XX/XX/XXXX also several other managers and support members and have email corespondance as well in each case, they say that thier team will fix it but I have never received one email from the Coinbase internal team that is supposed to fix and return the money. I feel over 4 months should be a more than reasonable amount of time to correct this error and return my funds and and is also a clear violation of thier printed resolution timeframe of up to 45 days. At this point I am not sure what they are doing with missing customer funds but feel I have been mislead and misrepresented by Coinbase. They have a policy clearly noted on thier website that they have not followed, I have copy pasted it as follows : ( We will determine whether an error occurred within 10 business days after we hear from you and will correct any error resulting from a technical mistake, misrepresentation, or omission by Coinbase promptly. If we need more time, however, we may take up to 45 days to investigate your complaint or question. We will tell you the results within three business days after completing our investigation. If we determine that there was an error, we will promptly correct the error. If we decide that there was no error, we will provide you with a written explanation. You may ask for copies of the documents that we used in our investigation. )
Company Response:
State: ID
Zip: 83607
Submitted Via: Web
Date Sent: 2018-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-08
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/2017 at XXXX XXXX, I gave Coinbase {$350.00} for one Etherium, a cryptocurrency. Apparently the expiration date on my credit card was incorrect, and I was not charged the total amount. Their service stated I still owed a {$47.00} fee. What followed over the next 8 months was a saga of me trying desperately to pay this stupid fee with every way I could ... Credit, debit, ACH, friends transferring crypto. I had several support tickets, and followed every instruction. Nothing worked. For a few months, their website said that I " still owed a fee of {$0.00} '', which was especially frustrating. A few weeks ago, I was finally able to successfully pay the fee and use the service again. However, they still haven't returned my 1 ETH, valued today at XXXX {$800.00}. Please help! They took my money and are not giving me the asset I paid for! My current support ticket with them is # XXXX, which I opened several weeks ago. They have not replied to my multiple requests for help.
Company Response:
State: MI
Zip: 49423
Submitted Via: Web
Date Sent: 2018-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-07
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2018 I authorized a wire transfer in the amount of {$1400.00} from my bank, XXXX XXXX, to the merchant bank for CoinBase, XXXX XXXX XXXX. I've confirmed the money was received at XXXX XXXX on the same day and I've been providing CoinBase with the confirmation IMAD number for that wire since last week. They have yet to credit my account for the wire. I get XXXX response from their customer support except to be told that my complaint has been passed on to a specialist and elevated to critical status. That was last week and I have yet to hear from any specialist. At this point I'm considering the money stolen by CoinBase, and I have initiated a claim with my bank. But they have said since I authorized the wire, they will have a hard time resolving the issue to my satisfaction. That is why I'm writing to you. I've also reached out to a law firm that is coordinating a class action against CoinBase so that I can be included. I am not the only one complaining about this. A quick XXXX search or scan of the website XXXX will unveil a plethora of similar stories, many involving much larger sums of money. Please do the right thing and hold CoinBase accountable for this negligent behavior.
Company Response:
State: CA
Zip: 90041
Submitted Via: Web
Date Sent: 2018-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-07
Issue: Money was not available when promised
Subissue:
Consumer Complaint: This complaint is towards Coinbase.com My account email is : XXXX Issue : On XXXX XXXX XXXX 2018, I sent aaproximately XXXX BTC to my USD Wallet address. It then showed that it was received but pending. I read online that it requires 6 confirmations. It has now been 14 days and the transaction has aproximately XXXX confirmations now. XXXX XXXX XXXX I am requesting my transaction to be fixed. This is such a inconviencence to the standard consumer. Thank you.
Company Response:
State: NV
Zip: 89084
Submitted Via: Web
Date Sent: 2018-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-07
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/2017 a wire transfer for XXXX was generated by XXXX XXXX XXXX with destination to Coinbase ( XXXX XXXX XXXX ). The name on the account in Coinbase was wrong. Coinbase said it would take no more than 10 business days for the wire to be refunded. after the 10 days the XXXX XXXX Customer did not get the XXXX deposited to her account. She proceeded with a attempt to recall the wire. XXXX XXXX has sent a total of 5 notifications to request the wire to be returned. XXXX XXXX XXXX has not responded to them. XXXX XXXX XXXX has acknowledge that they have the money but have not retuned the XXXX. they do not have a well established customer support and all communication is inefficient.
Company Response:
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-07
Issue: Other transaction problem
Subissue:
Consumer Complaint: I wired my money ( {$8000.00} ) to Coinbase USD Wallet. The money was successfully wired. However, after receiving the money, Coinbase requires me to give them my social security number to buy, sell, withdraw that money. However, I do not have an SSN, so I can not do anything with my money. I have contacted Coinbase via email on XX/XX/XXXX, but haven't received any response.
Company Response:
State: DC
Zip: 200XX
Submitted Via: Web
Date Sent: 2018-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A