Date Received: 2018-02-01
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Still have not received $ XXXX withdraw made from coinbase through XXXX account. XX/XX/XXXX - Withdraw was made at XXXX for {$50000.00} Confirmation email has estimated arrival date XX/XX/XXXX XX/XX/XXXX emailed support case # XXXX Other emails sent XX/XX/XXXX amount still not present in account.
Company Response:
State: TX
Zip: 77345
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: Confusing or missing disclosures
Subissue:
Consumer Complaint: I am trying to remove a cash balance from my Coinbase account - USD Wallet. My bank isn't listed in their list of banks. Can't contact support because they are on some sort of crisis mode and my problem is not listed on their priority list. Went through all the automated support options to no avail. It is under {$10000.00} so I can not do a wire transfer. They took their fees and all I am getting is a wall. Just want my money in my hands. In my wallet there is one button that says " withdraw. '' When you click it you are sent to a list of banks. My bank is not there. How do I get my money out? My email with coinbase is XXXX XXXX
Company Response:
State: CO
Zip: 80521
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: Money was not available when promised
Subissue:
Consumer Complaint: I wired {$30000.00} to Coinbase on XX/XX/XXXX. The funds didn't show up on my account. Since then, the customer service looked at the cases a couple of times to collect more information which I provided in time. But somehow, they closed my case on XX/XX/XXXX without any real resolution ( I haven't got my funds back anywhere ). I have reopened my case but after four business days no one has followed up my case. My support case ID is XXXX.
Company Response:
State: MD
Zip: 20814
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 wired XXXX to Coinbase through XXXX on XX/XX/XXXX. After quickly realizing that my recipient number was not included when I wired it ( no option on my online banking account with XXXX ) I filed a support ticket and called them. After being disconnected several times, I was finally connected after 2 hrs on hold. The CS rep told me that my money would be rejected by coinbase within 3-5 days and be returned to my account. I then called my bank and they said that after coinbase rejects it, it should show up after 10 business days. After 10 business days, I did not receive anything, and no one responded to my support message. I tried calling again around mid XX/XX/XXXX. This time, they said they " escalated '' my case and it would be worked on as soon as possible. It is now XX/XX/XXXX and I have not heard a single word from them. Please help me get my money back from these thieves!!!!
Company Response:
State: CA
Zip: 94539
Submitted Via: Web
Date Sent: 2018-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-31
Issue: Other transaction problem
Subissue:
Consumer Complaint: XXXX XXXX # XXXX. On XX/XX/XXXX, I became aware that I was unable to access or sell my cryptocurrency stored in a Coinbase Vault, because I did not have access to the 'secondary ' email address associated with the account. I submitted a support ticket through the Coinbase website. I received response from Coinbase via email that someone would close the Vault account and create a new Vault on my behalf with a valid email address. After no further response or action from Coinbase, I followed up with several email asking for resolution. My follow-up email to coinbase were on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. Most email received an automated response. I also called the customer support line several times, but most attempts did not reach a person ( wait times >45mins ). The times I got through, customer support was unhelpful. On XX/XX/XXXX, I reached out to the company ( XXXX ) associated with my secondary email address, to see if I could regain access. XXXX informed me that I never had an email address that matched the one on file with Coinbase ( started with " d '' ). It was at this point that I realized that Coinbase had changed the 'secondary ' email address associated with my account without my authorization. I checked the email Coinbase sent at the time of the Vault account creation, and can confirm that the email address I used at the time of account creation is no longer the email address associated with the account. It has now been XXXX months, without any resolution.
Company Response:
State: WA
Zip: 98052
Submitted Via: Web
Date Sent: 2018-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-31
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXX @ XXXX XXXX PST I sent an email to coinbase support due to my missing wire transfer that was sent on XX/XX/XXXX by my bank. AS of this date XX/XX/XXXX my wire transfer has not made it to my coinbase account nor has it been returned. My bank and I have made numerous attempts to get the wire transfer returned and according to coinbase web site all " back logged XXXX '' issues have been resolved yet here I am still waiting for the return of my {$10000.00} wire transfer. After no help from Coinbase and reaching out to Coinbase bank XXXX XXXX without success ... My bank sent an email compliant to compliance officer at XXXX XXXX on XXXX XXXX, XXXX and have heard nothing as of today. The outgoing wire info was sent to compliance officer to investigate. On XX/XX/XXXX I rec 'd an email from " XXXX '' from coinbase customer service sending " apologies '' for delay in response and if my issues with wire transfer had not been resolved to respond to the email and they would resolve it ASAP. I immediately responded and as of today no further response and my {$10000.00} wire remains in their hands not mine! I want my wire transfer returned immediately. They said in XXXX if the account name, acct number etc didn't match exactly all wires would be immediately rejected and returned. My husband sent the wire transfer to my coinbase account and the bank put his name instead of mine. This error should have immediately caused the wire to be returned according to both banks & coinbase web site ... but it was not nor was it put in my coin base account or my husbands coin base account. Coinbase takes 45-50 mins to answer the phone and when they finally answer the phone no one can help nor can they forward you to anyone that can help ... .they simply say you have to wait until you receive an email to your concern. I have attached many documents and have many more if needed to prove my case.
Company Response:
State: IN
Zip: 46304
Submitted Via: Web
Date Sent: 2018-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-31
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Hi. I have sent XXXX euros from my account via XXXX transfer to COINBASE, XXXX.LTD. 40 days ago on the date XX/XX/2017 from my bank account in the " XXXX XXXX XXXXXXXX XXXX XXXX ''. XXXX XXXX : XXXX The time for arrival is 1-3 days and still i have nothing listed in my account. I have contacted them 3 times. I have sent them the photo of the invoice with them responding by automated bot. These are the case numbers of my complaints : XX/XX/XXXX : XXXX XX/XX/XXXX : XXXX XX/XX/XXXX : XXXX Most of the times i get useless responses telling me to send them more money to verify my account. I dont want to send more money i want them to find the deposit i already made.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-31
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: I have deposited XXXX euros into my coinbase account on XX/XX/XXXX through wire transfer and it is still nowhere to be seen. My bank has verified that the amount has already been sent. Coinbase had a guarantee that I will receive my funds within 3-5 business days, which is obviously not being fulfilled right now.I have tried contacting them through email inquiries on XX/XX/XXXXand XX/XX/XXXX, of which I was promised a reply within 24 hours, which was again not fulfilled. I finally did head back from Coinbase on XX/XX/XXXX, but the reply only included generic troubleshooting to ensure my wire transfer does not have incorrect detail, and also notice that my case was escalated to a "specialist". I have replied to this email, providing further details and proof of transfer, but have yet to hear back from Coinbase despite multiple follow-ups.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-01
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I had deposited over 25,000 dollars into XXXX. XXXX is an exchange that is owned by CoinBase. I withdrew XXXX USD Monday, XX/XX/XXXX. I never received my money to this day XX/XX/XXXX. I withdrew XXXX USD Tuesday, XX/XX/XXXX. I never received my money to this day XX/XX/XXXX. I withdrew XXXX USD Wedneday, XX/XX/XXXX. I received it the following day Thursday, XX/XX/XXXX. I have not received my XXXX USD to be credited to my USA bank in 44 days ( 29 business days ). I used ACH which usually only takes 1-3 days. I sent multiple emails to CoinBase/XXXX regarding my issue as follows and I've attached the contents in the supplemental documents I've attached. XX/XX/XXXX email sent to support website of CoinBase describing the issue. XX/XX/XXXX second email sent to support. Generic email reply without any answer to my specific problem. XX/XX/XXXX and 2 email sent to support. XX/XX/XXXX, I call XXXX by phone and they say they will escalate the issue and to please not send any more emails. " For fastest response, please do not create multiple tickets about your issue. '' - XXXX XXXX XXXX XX/XX/XXXX XXXX No change in status now. I called XXXX two days ago and they said they've escalated it as far as they can and that I will just need to wait. I am missing XXXX dollars and CoinBase has been very unresponsive and not reassuring if I will receive my money. I am a U.S. customer with a U.S. bank and this is a U.S. company. An ACH that usually takes 1-5 days to send should not take one month.
Company Response:
State: NJ
Zip: 07410
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: Money was not available when promised
Subissue:
Consumer Complaint: XXXX usd was suppose to be deposited into my account from coinbase on the XXXX i still have not got it. And only get automated messages replied to me no help what so ever. It says the transaction is completed but no money shows in my bank
Company Response:
State: OH
Zip: 452XX
Submitted Via: Web
Date Sent: 2018-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A