Date Received: 2018-02-06
Issue: Fraud or scam
Subissue:
Consumer Complaint: I had XXXX amount of ethereum taken away from my account on XX/XX/2017, The day when XXXX was introduced to coinbase. Initially I thouth it could be bcasue of the Coinbase glitch which they might return once resolved. The transaction list shows its sent to Coinbase. I am not informed the reason and not returning back my currency ( XXXX eth ) with a support ticket open for more than a month now. Coinbase Support Ticket /Case number : XXXX Account : XXXX Ph : XXXX XXXX
Company Response:
State: IL
Zip: 60616
Submitted Via: Web
Date Sent: 2018-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-07
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: On XX/XX/2018 I transferred XXXX Bitcoins to my Coinbase bitcoin wallet with the intention of exchanging it for USD. Within approx 1-2 hours my Coinbase account showed the transaction as complete, receiving XXXX BTC with approximate value of {$4100.00}. However, the money was never added to my bitcoin wallet and the balance remains XXXX. I had successful transfers to my account before this. I double-checked everything is correct, and my Coinbase account history clearly shows the transaction, I just never received the bitcoins. I filed an issue with Coinbase support on XX/XX/XXXX, followed up on an automated reply from them on XX/XX/XXXX, and called them on XX/XX/XXXX. On the phone call, the support person looked at my account and said that it did indeed look like an error on their part and that they would elevate the case for a specialist to look into it. I have not received any replies from Coinbase since, and my messages to their support system have gone completely unanswered. The bitcoins have still not been credited to my account. I have complete documentation including screenshots showing all transactions and wallet addresses, a download of my complete Coinbase transaction history, and all communications with their support team. It has been 8 weeks since their mistake with zero action from Coinbase, which lead me to believe they have no intention of ever resolving this issue.
Company Response:
State: TX
Zip: 770XX
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: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Coinbase is a online stock trading application, that evolves around etherum, lite coin, and bitcoin trading. I deposited about {$320.00} Onto the website to buy bitcoin currency. The currency once purchased, I withdrew to put the amount I earned into the companies holding account to deposit into my bank account. The amount on that account was a residual {$300.00}. So I have lost about {$17.00}. The amount I had for bitcoin was {$2.00}, etherum was {$.00}, and litecoin was {$.00}. I have emailed the company around 25 times within the past 2 months to return the valued currency to my bank account after 5 failed attempts of the company sending verification charges to my banks savings and checking accounts. The frustrating part was, each email sent was ignored, and every phone call they received from me, was immiedietely sent back to the prerecording message stating to further get in contact with them, submit a request and send them an email online. With the end of the second month of no reply, my account apparently glitched up and lost all the currency held upon it. I signed into the account, and it told me that it didnt recognize my device. So I changed the password to the account, reauthorized my phone with a sms code sent to my phone via text message, then it wanted me to repeat the process. That I did, and got a message stating to many login attempts. So I fell asleep, woke up the next day, and all the funds were gone. No funds in each currency, or even in the holding account. The main question I have, is if our funds are backed by the FDIC to fully show that our losses arent gone by just being in a holding account. Why is it that I couldnt fully withdraw all my funds from every currency, and withdraw all the funds from my holding account, and deposit into my bank, but some random reason all my currency disapears within 2 hours. Seems fishy that the company is probably holding my funds without me knowing of the location. If more information is needed, I can provide bank statements of the deposits, and that no money being sent to my account. I only use XXXX and bank. But my bank is still not authorized with their company. XXXX is my email address that the account is on.
Company Response:
State: AK
Zip: 99507
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: Since XXXX of 2017, Coinbase had sequestered all of my cash in my account and prevented me from accessing it. I had no control over my funds. I could not transfer or withdraw my cash which was not invested in any products. After being neglected for 2 months, Coinbase responded only after I filed a CFPB complaint. The issue has not yet been resolved because {$2500.00} USD is currently being frozen inside the account and I have no access to it. Even the technician assigned to help my case was unaware of this. By viewing my transaction history, and using an API Key to track transactions, I have proof that {$2500.00} of my money is currently trapped in Coinbase and I need it back. I don't know why it was sequestered and no reason was given, even the technician seemed confused. Unprofessional and negligent, how did Coinbase pass the pre-requisites to handle financial assets? Coinbase does not seem to be capable of handling financial assets.
Company Response:
State: CA
Zip: 940XX
Submitted Via: Web
Date Sent: 2018-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-06
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Good morning, Right now I currently have a pending transaction with Coinbase in the amount of {$650.00}. This transaction started on Monday XX/XX/XXXX when I was notified of the pending transaction. Typically these funds are available within 30-60 minutes. When the transaction was not finalized after 48+ hours, I submitted a help ticket through their website on XX/XX/XXXX. Case number # XXXX was assigned to my account. I first received an email on XX/XX/XXXX stating that my help ticket was received, but it may take a few days for a further response. I next received an email on XX/XX/XXXX from XXXX asking for screenshot pictures from my account of the transaction and where it was still shown as " pending '' and not completed. These pictures were sent on XX/XX/XXXX back to XXXX. I received another email on XX/XX/XXXX saying my photos were received and that they would be in touch when they have an update. This was the last response I have received back from Coinbase. I sent ( 2 ) follow up emails ( on XX/XX/XXXX and XX/XX/XXXX ) and have not received a response. I also called their customer service phone number but was not able to speak with someone ( I was at work and had to hand up after 50 minutes on hold )
Company Response:
State: TX
Zip: 75159
Submitted Via: Web
Date Sent: 2018-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-06
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I transferred my money via a bank wire from my personal bank : XXXX XXXX XXXX on XX/XX/2018 in the amount of {$92000.00} to Coinbase. It has been an alarming 28 days since the wire date and I have not received my money into my Coinbase account! I have made more than 10 attempts to contact Coinbase over the past 3 weeks but I recieve the same scripted 5 word response : " We will or have escalated your request to our escalation team ''. But NOTHING has been done. They initially said it would take 10 business days ... i feel this is just a made up number to buy themselves time. Coinbase has failed miserably in customer service and i am frightened that they have stolen my personal savings of {$92000.00}! I requested XXXX XXXX to recall my wire last week and they have since made 2 requests to Coinbase that have gone unanswered. I need CFPB 's help to recall my wire and receive my {$92000.00} back into my XXXX XXXX XXXX.
Company Response:
State: CA
Zip: 949XX
Submitted Via: Web
Date Sent: 2018-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-06
Issue: Problem adding money
Subissue:
Consumer Complaint: On XX/XX/17 I wired {$5100.00} to Coinbase using the reference number they provided me with in my account. My bank confirmed they received the wire the same day. I have opened numerous cases with Coinbase, with the first being about 5 days after I wired the money. I have explained in the cases that I never received the wire into my Coinbase account and have included all pertinent information in the cases including wire date, the Federal Reference # and the wire amount. The only responses I have received from them generally come weeks later and are generic responses saying we believe we have resolved all wire issues across our site and you should have your money now. I am unable to get a resolution from them or even an update on potential remedies on this matter even though my cases have been escalated to the highest priority.
Company Response:
State: NY
Zip: 11710
Submitted Via: Web
Date Sent: 2018-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-06
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I initially sent a sepa transfer to coinbase on XX/XX/XXXX which they had received no problem they contacted me 7 days later stating that their was an issue with the sender being a third party source which was not the case as it was my bank account sending to my coinable account. on XX/XX/XXXX i received a email stating the money will be sent back to the sending account until this day i have not been contacted by coinable to get this issue resolved. i have sent them everything they need in order to refund the money to my account yet nothing has been sent and no response has been given to a number of emails. the amount was XXXX GBP.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-06
Issue: Fraud or scam
Subissue:
Consumer Complaint: I sent a wire transfer of {$27000.00} on XX/XX/XXXX, to Coinbase/XXXX. As of XX/XX/XXXX, it has still not been credited to my Coinbase/XXXX account and it has also not been refunded to my bank account. I filed a ticket with my bank ( XXXX ) on XX/XX/XXXX to have the wire recalled. Since that date XXXX has sent more than 20 messages to Coinbase 's bank and none of them have received a reply. I have also filed online tickets with Coinbase 's support ( case ID : XXXX ). After waiting several weeks, these inquiries have all received a form-letter response, after which my support ticket was closed. I have re-opened the ticket requesting more information, but have received no response. According the form letter, my wire was apparently rejected. The form letter says that all rejected wires " will be returned to the originating account after several business days ''. It has been more than 1 month since my the wire was sent, and there is still no sign of the funds being returned to my bank account.
Company Response:
State: IL
Zip: 60010
Submitted Via: Web
Date Sent: 2018-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-06
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/2018 I notified Coinbase that I thought my PC was hacked. The next day I called them and also filled out an application which described how my PC was NOT hacked and that the Coinbase account was NEVER hacked. I requested that my account be reopened. Depending on who you speak to they ask you the same bloody questions ... did you fill out the four questions ... XXXX they are trained to mouth sympathy but do absolutely nothing! For the past month, the Coinbase representatives and supervisors tell me my account has been prioritized but can never give me a time frame when it will be reopened or even investigated. They also " agree '' that there is NOTHING to investigate!. They constantly send out robo emails thanking me for my patience! They all agree that I submitted the correct information AND my account was never hacked. They are completely unaccountable. They will not give you a id/last name. During this time period I've watched my investment decrease from {$9000.00} to maybe {$3000.00} Because I'm locked out of the account!. I encourage you to call these criminals and attempt to make them accountable. I would like the value of my account returned as of XX/XX/2018
Company Response:
State: NY
Zip: 10952
Submitted Via: Web
Date Sent: 2018-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A