Date Received: 2018-02-01
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/XXXX I sent a domestic wire transfer of {$6600.00} to fund my account on Coinbase currency exchange. On XX/XX/XXXX Coinbase accepted my wire transfer, charged me a {$10.00} fee for accepting the transfer, and then disabled my accounts ability to use those funds on the currency exchange. I contacted Coinbase customer service on XX/XX/XXXX to request this issue be resolved. I received what appears to be an automated response on XX/XX/XXXX asking me to wait 4-5 additional days for a resolution. When no resolution came, I attempted contacting Coinbase customer support again 3 additional times between XX/XX/XXXX-XXXX. There has been no progress or resolution to date. I am unable to utilize the funds in the account, I am unable to get Coinbase to return the funds back to my bank account, I am unable to initiate a wire transfer from Coinbase back to my bank, and Coinbase has provided no customer support.
Company Response:
State: CA
Zip: 92630
Submitted Via: Web
Date Sent: 2018-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-02
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I have been regularly buying cryptocurrency with my credit card on coinbase.com, and it has been labeled as a credit card transaction and going through as such. Unexpectedly and without any notice, it began showing up as a cash advance, hitting me with huge fees from my bank ( XXXX XXXX ). Coinbase sent out an email days after the change, only because there has been significant backlash. They still are not changing to have these purchases coded as regular purchases ( since cryptocurrency is considered property by the government ). Coinbase denies it is their fault and blames the bank, and XXXX XXXX blames Coinbase and refuses to refund any fees/interest/hit on my credit card score. Millions of everyday customers are getting ripped off by a change made that was unnanounced, and we have no recourse.
Company Response:
State: IL
Zip: 606XX
Submitted Via: Web
Date Sent: 2018-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-02
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Hello my name is XXXX i did wire transfer from my XXXX XXXX amount of {$5000.00} ( XXXX XXXX dollars ) on XX/XX/XXXX to COINBASE on my Friends Name : XXXX, next day on XX/XX/XXXX we received email from COINBASE that because of name on the Bank and COINBASE account different money will not be accepted and will be reversed within 7 business days. We still did not get our money reversed back to the bank and we tried to call them a lot of times and sending emails still nothing. Please help to get our money back we almost run out of savings.
Company Response:
State: NY
Zip: 11209
Submitted Via: Web
Date Sent: 2018-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-02
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I opened a coinbase account in XX/XX/XXXX. On XX/XX/XXXX i locked my account by typing in the wrong password too many times. It has been a month, i have received XXXX response or update on what is going on and my account is completely locked. I have {$5000.00} in my account with their company and it was used to purchase XXXX Lite coin which is a form of crypto currency. I bought the Litecoin for a est of {$250.00} and since the month in which they have ignored me and not given me access to my account Lite coin has since dropped to {$140.00}, causing my money to evaporate. Coinbase is a company supposedly based in XXXX XXXX. Their response is that they are back logged which is not a excuse seeing how it has now been a month. They brag about how they made Millions of dollars this year, but customers are kept waiting for months for them to address accounts that they have locked. I contacted the BBB, DCA, CFPB, and will be filing a small claims lawsuit on them next week to recoup any assests lost due to unfair business practices in which they are conducting, if my account is still locked. If you can help me please do. After looking into other complaints that have been filed by other customers this behavior with coinbase seems to be rampant and the norm, which should not be allowed by a United States company. I look forward to hearing back from the CFPB on this mattter. Thank you
Company Response:
State: CA
Zip: 94549
Submitted Via: Web
Date Sent: 2018-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-02
Issue: Other service problem
Subissue:
Consumer Complaint: My account is locked with Coinbase. Whenever I try to logon it asks me for identity verification and when I upload my driver 's license, it says the photo ID doesn't match because it just picks last name and middle name from the driver 's license. And my name on the account is First name, Middle name initial and last name. I called their customer support and they keep telling me that case is in the queue and specialist will have to look into it. It has been more than 2 weeks and the account is still locked. Every time I call their customer support they provide the same answer and they tell me they don't the timeline when the specialist will look at my case and they can't help me further. Right now all my money is stuck there and I am unable to access it. I am not even sure if my account has been compromised because they are not providing any information and not unlocking my account.
Company Response:
State: OR
Zip: 97124
Submitted Via: Web
Date Sent: 2018-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-02
Issue: Fraud or scam
Subissue:
Consumer Complaint: Coinbase took {$2500.00} deposit that was made to purchase electronic currency. After they cleared the withdrawal from my bank they locked my account and have kept the funds. It has been over 6 months and they have not given me my {$2500.00} usd or the equivalent in electronic currency.
Company Response:
State: IL
Zip: 60804
Submitted Via: Web
Date Sent: 2018-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-01
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: On the XXXX XX/XX/2017 I transferred funds from my account on XXXX to my account on coinbase.com. The funds never showed up in my coinbase account. I contacted XXXX to ensure the transfer went through and was assured it had and to check with coinbase. I have sent numerous emails to coinbase requesting the matter to be looked at and have been ignored. I lodged a complaint with BBB and they too have tried to get the matter resolved and coinbase have ignored them. The transaction id is XXXX
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-01
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Sunday morning XX/XX/XXXX Coin Base website would not accept my 2FA. I followed the guidelines and submitted front and back of drivers license and a vitural shotnof me holding my license. They already have this on file. Sunday afternoon I hear nothing. I then learned Coinbase is the one with the problem on there end with their 2FA system not working. Finally Sunday night I finally emailed customer service ( no phone number) and advised them they had $XXXXOf my money that they have locked me out of. She said she sent she would sent it to a specialist. This is Thursday and I still cannot get into my account to retrieve my money. This should be a crime at what these people are doing. I have no idea if they even have my money or have I been robbed or scammed? They have done nothing to help me. Please can you help me get my account unlocked and my money back?Warm regards XXXX XXXX XXXX
Company Response:
State: TX
Zip: 77584
Submitted Via: Web
Date Sent: 2018-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-01
Issue: Other transaction problem
Subissue:
Consumer Complaint: I was sending Ethereum via my wallet on Coinbase, XXXX XX/XX/2018. After a few failed attempts on verifying my ID to accelerate my transaction as it was time sensitive, my account was locked without prior notice. A ticket has been sent but to no avail. I have tried reaching out on social media platforms including their emails to also no avail.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-01
Issue: Other transaction problem
Subissue:
Consumer Complaint: XX/XX/XXXX I sold XXXX BTC for XXXX after a XXXX fee to be transfered to XXXX. On XX/XX/XXXX I recieved notice that my XXXX account did not match my coinbase account, so the transfer failed. Also I recieved a second email saying XXXX blocked the transfer. I contacted XXXX and they said no attempt to send money was made. Coinbase is mistaken I contacted XXXX and they said they have no record of any attempt. A coinbase CS rep then told me the issue was how I added the account via login, not manual account/routing number input, and then backpedaled to day XXXX as a whole is not supported. XX/XX/XXXX I talked to another rep who claimed XXXX is supported. I also recieved an email saying my XXXX account is verified and enabled for transfer. Finally I recieved a refund of the BTC/USD but it is pending until XX/XX/XXXX to be transfered to my XXXX account. This is unreasonable to hold my USD like this. My account has been credited, but they are holding the money longer than any BTC transaction should take. especially at a nearly 10 % fee of XXXX. moreover, the BTC has already been sold so they are technically holding my USD until the XXXX. I am pretty much certain this is not allowed. But moreso, I am expecting this transfer to fail on the XXXX so I am proactively filing this complaint.
Company Response:
State: NV
Zip: 89406
Submitted Via: Web
Date Sent: 2018-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A