Date Received: 2018-02-01
Issue: Other transaction problem
Subissue:
Consumer Complaint: I made an international wire transfer of {$9900.00} to Coinbase, but was noticed that the wire was reversed on XX/XX/2017 because the account name didn't match. I still don't receive the money in the bank now. I have contacted Coinbase by email, but no reply for more than a week.
Company Response:
State: CA
Zip: 92122
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 sent {$4000.00} wire transfer through my XXXX account to Coinbase on XX/XX/XXXX. After week later, I still didnt see my wire into Coinbase account. When I sent them an email since it was impossible to get them on the phone, all I got was generic email reply saying I should have funds within 10 days. Today is XX/XX/XXXX and it has been almost two weeks and I still havent received funds in my coinbase account and they do not reply to my emails anymore. Case # XXXX
Company Response:
State: CA
Zip: 912XX
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: Money was not available when promised
Subissue:
Consumer Complaint: As I write this, today is XX/XX/XXXXThis has happend one 3 different occasions. On XX/XX/XXXX I place a sell for XXXX, that coinbase shows as completed on XX/XX/XXXX On XX/XX/XXXX a sell for XXXX shows completed on XX/XX/XXXX On XX/XX/XXXX a sell for XXXX show completed on XX/XX/XXXX None of these have been paid out, Ive attempted to reach coinbase via email and call support and they do not respond to my attempts to reach out.
Company Response:
State: CA
Zip: 91767
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: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: XX/XX/XXXX Account Closure notice email from Coinbase regarding XXXX. I removed all my virtual currencies. However, I am not able to withdraw the USD I have on their system. XX/XX/XXXX Begin the support ticket process. Multiple telephone calls. Asked to not open multiple tickets. Wait a couple months with no help. XX/XX/XXXX Call again, account escalation. No response, no progress. 3 months pass and my USD is still tied up in Coinbase. All it would take is a simple temporary approval to add my banking information to remove it.
Company Response:
State: TX
Zip: 78758
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: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: When I signed up for the account I set up a two factor authentication with a phone number I have since lost. To recover access Coinbase requires and ID. While I am residing in the US I am a XXXX XXXX. I have sent them a XXXX ID, XXXX drivers license, XXXX passport, Massachusetts Liquor ID ( which is missing one of my last names ), and 2 statements from my bank with my name and address. Yet, I have still not been granted access to my account and am not receiving responses from Coinbase.
Company Response:
State: MA
Zip: 02115
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: Coinbase.com is asking consumers to add funds to their account via credit or debit cards. They are then charging the consumers ' ( including me ) cards as a cash advance without proper notification of this transaction before purchase. My and other credit card companies are then charging transaction fees to me and other consumers because of this cash advance. Upon contacting coinbase, I was told it's not their fault and it's the credit card company 's fault. Which is false, due to the lack of proper knowledge provided by them when making the transaction. This problem is wide spread throughout the nation at the moment
Company Response:
State: MO
Zip: 65202
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: In late XX/XX/XXXX I set up an account at Coinbase and after doing the confirming my bank account process I bought {$1000.00} of bitcoin. I did not set up reacquiring payment but Coinbase started doing daily withdrawals of {$1000.00} on XX/XX/XXXX ; XX/XX/XXXX and three on XX/XX/XXXX. I went to my bank on XX/XX/XXXX and put stop payment on any more transactions from Coinbase. I tried calling Coinbase at ( XXXX ) XXXX but was put on hold for an hour or more and gave up. On XX/XX/XXXX I emailed Coinbase through XXXX about the situation. Doing an internet search, I found other phone numbers with one being XXXX which looked legitimate. On XX/XX/XXXX I called XXXX and was told they cant look up my account and needed to log onto my computer remotely to view my account which should have been a red flag. I allowed them access my computer and they went to my Coinbase account and set up {$940.00} to be sent to m y Bitcoin address which was not what I was asking them to do. It showed as a test? They moved other funds over from my Bitcoin wallet supposedly to be sent back to my bank. On XX/XX/XXXX I called XXXX and talked with XXXX who I allowed to access my computer and my Coinbase account. I got know where and asking for a supervisor then talked with XXXX and requested to put the {$940.00} back into my Bitcoin wallet. I called XXXX back on XX/XX/XXXX and was told the moved funds of {$4100.00} was to be sent back to my Bitcoin wallet. It was not. On XX/XX/XXXX I called XXXX and talked with a XXXX who accessed my computer and went to my Coinbase account said that both the {$940.00} and the {$4100.00} would be put back into Coinbase Bitcoin wallet by the XX/XX/XXXX. At that time I could sell some with it depositing into my bank and it should be there within an hour! Noting was deposited back into my personal bank account or my Bitcoin Wallet? In reviewing my account daily nothing was new except for confirmation details showing COMPLETED but all the funds were in the same place. On XX/XX/XXXX I called Coinbase at XXXX ( XXXX ) XXXX and after being on hold for over an hour I gave up and hung up. I called several more times and was put on hold for extended periods of time before I hung up. On that same day XX/XX/XXXX I did another internet search and from XXXX I got a number for Coinbase as XXXX. I called that number where they answered as Coinbase and I talked with XXXX XXXX who I allowed to access my computer remotely and reviewed my Coinbase account. I asked for a supervisor and talked with a XXXX. I was assured that everything was taken care of and not to worry. THEN they accessed my computer while I was away from my desk and got into my XXXX account and made unauthorized purchases. I was able to get two reversed, but one I was not able to cancel or reverse because the transaction came from my IP address. I immediately called my computer tech and had him remove any programs where someone could access my computer. I went into my Coinbase account and contacted support by email with all the details of my situation. On XX/XX/XXXX, XXXX XXXX I called Coinbase at XXXX and using option Account Compromised I was put on hold and finally talked with XXXX. I told him everything and he disabled my account as Comprised and would escalate to an internal investigate. I got email from XXXX, XXXX : working with a specialist to address it properly. In that email there was ; Follow this link to view the status of your case and add additional comments : http : //support.coinbase.comXXXX In following that link I always get a page with Partial System Outage : A fix has been implemented and we are monitoring the results I replied to that email with the details of my Coinbase problems. On XX/XX/XXXX I got email from XXXX saying Thank you for contacting Coinbase. In an effort to more quickly respond to requests, directly emailing XXXX is no longer enabled. To get a response from our support team, please visit the following page and complete the request form : https : //support.coinbase.comXXXX Please use the email address that you use to log in to Coinbase, select the appropriate category, and include as much detail as possible when submitting your request. Thanks in advance for your patience and support. I went to https : //support.coinbase.comXXXX and it is a big run around getting me know where! On XX/XX/XXXX, XXXX XXXX I called Coinbase at XXXX ; Finally talked with XXXX, who saw my account escalated to specialist, priority 10. I got and email from XXXX with Case # XXXX. Email below : Ive just checked your account and can confirm that your request has been properly escalated. For fastest response, please do not create multiple tickets about your issue. We respond to cases from oldest to newest, and creating new tickets only makes your case appear new again, moving it to the back of the line. I understand how frustrating it can be to wait, but this is the fastest way to receive a response. If your request is cleared, well send you an email. If you need any additional assistance in the meantime, please let us know. This message was sent to XXXX in reference to Case # XXXX Follow this link to view the status of your case and add additional comments : http : //support.coinbase.comXXXX Again, in following the link I got the page with Partial System Outage : A fix has been implemented and we are monitoring the results XX/XX/XXXX ; XXXX XXXX called I called Coinbase at XXXX ; Finally talked with XXXX, who said my case was escalated priority 10, There was no supervisor he could let me talk to and nothing else he nor Coinbase could do ; for me to just wait patiently. XX/XX/XXXX, XXXX XXXX ; I called Coinbase at XXXX ; after being on hold for a long I finally talked with XXXX who said my case was labeled critical, priority 10 and a specialist should get to it soon and he could not do anything. XX/XX/XXXX ; XXXX XXXX ; I called Coinbase at XXXX, on hold 23 minutes ; talked with XXXX, told him to just close my account and send me my money! I got put on hold, he came back and said he cant do anything! I got the same email from XXXX no subject line ; Follow this link to view the status of your case and add additional comments : http : //support.coinbase.comXXXX Again, in following the link I got the page with Partial System Outage : A fix has been implemented and we are monitoring the results On XX/XX/XXXX ; I went to my bank and did a reversal on the 5 unauthorized charges of {$1000.00} each ; I got 5 emails from XXXX, 1- for each reversal. I received 5 separate deposits of {$1000.00} back into my bank account On XX/XX/XXXX ; XXXX XXXX ; I called Coinbase at XXXX ; Talked with XXXX, who said he could do nothing to just wait. I got email from XXXX, see below Hi there, Thanks for calling in earlier ; it was a real pleasure speaking with you today! This is a follow-up email for the call we had earlier regarding your escalated As promised, we have sent this issue out to a specialist to take a closer look and address it properly. I only ask that you please be patient as our specialists do have a long queue to process. Again, I really appreciate your speaking with me. It truly was a pleasure! If anything else comes up, or if your issue develops further, please dont hesitate to reply to this email! Thank you so much, -Coinbase Support Team This message was sent to XXXX in reference to Case # XXXX Follow this link to view the status of your case and add additional comments : http : //support.coinbase.comXXXX Again, in following the link I got the page with Partial System Outage : A fix has been implemented and we are monitoring the results XX/XX/XXXX ; I called Coinbase at XXXX ; talked with XXXX. As with most of my calls since the XX/XX/XXXX of this year I expressed my displeasure with their lack of doing anything on my Critical, High Priority 10. To just cancel my account and send my fuds to my bank. Was there anyone I could talk to or anyway to get this taken of. Why 45 days later had I heard nothing? XXXX was sympathetic, but he cant do anything. Since XX/XX/XXXX I have not been able to log onto my account and their link http : //support.coinbase.comXXXX always go to a page with Partial System Outage : A fix has been implemented and we are monitoring the results They have over {$5000.00} of my money and I cant access my account or get them to close it and send the funds to my bank.
Company Response:
State: TX
Zip: 786XX
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: Fraud or scam
Subissue:
Consumer Complaint: I had opened an account with coinbase in the beginning of the summer. I was having issues with my account about transfering money out and into my account. I was not able to deposit my Etherium and litecoin into my trading account. I contacted customer support through email and waited for a response. The response i received did not pertain to my inquirey. It basiclly said that I must wait for customer support and they were behind in support tickets. while I had been waiting almost 3 months my account was hacked and compromised. All my coin was converted into USD and then transfered out. I did not authorize those transactions. The moment it happened i emailed customer support to notify them that my account was hacked. I was emailed with a response with a phone number. I called the phone number and was placed on hold for 2hrs. After finaly getting to a live operator I was told the number I called wasnt for customer support issues and they would email me when they were ready to respond to my complaint. So durring this time when the hack happend The total amount of money stolen was about {$1500.00}. I waited several weeks, continued to email and call with no luck in getting my issue resolved. During that time a refund was placed into my account for some ICOs I had invested in. {$150.00} was deposited into my account from XXXX. I was not able to deposit that money into my account because since my bank and credit card were linked to coinbase the hacker also made transactions with those accounts for the amount of {$9000.00}. I had to close my bank account and cancel my credit card. Reimbursement is still pending. I was waiting for a new bank account number and was under the influence it would only take a few days. It was delayed on my banks end for some reason and during the delay my coinbase account was hacked again. The {$150.00} turned up missing and I also had a pending charge for a bank transfer for almost {$2300.00}. It was pending inly because I canceled my bank card and had my bank put a blick on my account from coinbase. I looked over my account and it does not show any activity of anyone logging in during the heist. I also had all my security setting set up and email notifications and did not receive any notifications for any of those transactions. Once again I contacted coinbase which claims they put my funds in a cold storage wallet for protection and security and also claim USD funds are insured by the FDIC. I am not sure how my funds can just disapear without anyone logging into my account. I contacted Coinbase again in reguards to the second hack in 2 weeks and they decided it was best to lock my account until they can get it resolved. I spoke to them on the phone and wanted to get it resolved then but was told that i wasnt calling the department that handles it. I asked to be transfered over to them but was told they coudnt do it but would put my complaint in a escalation. I asked how much longer I had to wait since i was now waiting 3 months from my first support ticket to get resolved. I was told a few more weeks. its been 3 more now and still have not received a response from them in regards to my funds disapearing from the cold storage wallet. I have also submitted several complaint to many other agencies over 3 weeks and have not received any responses back from coinbase. I look at this company as a fraudulent website that does not take responsibility or care about its customers
Company Response:
State: NY
Zip: 142XX
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: Good evening, I recently opened an account with a company called Coinbase.i gave all of my information via the internet i.e. Proof of I'd, bank details, address etc. All was ok. To verify my bank account they asked for a small amount to be deposited which I did, after three weeks of trying to get in touch by email and phone I have given up. The last email I replied to I sent a copy of my bank statement showing the money had left my bank account, my bank also confirm it has gone into The coinbase bank account. I had an email from a gent called XXXX who said it would be sorted out, but still not. My bank is still showing unverified on my coinbase account so am unable to transfer any of my money from them.I am a XXXX citizen and am regulated by the XXXX. Who regulate finance and banking within XXXX and in my line of work this would never happen. Please can you assist as I'm running out of patience. Many thanks
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: 2018-01-30
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/XXXX, I transfered XXXX, - from my bank account via my XXXX card to my Coinbase wallet. I did this two times ( = XXXX, - ). However, none of the two purchases arrived at my Coinbase wallet. To this date ( XX/XX/XXXX ), I tried to contact the Coinbase customer support 3x via the email form, as this is the only way to reach them. I only got automated responses, but nothing else! The money is still missing. I contacted my bank, but they were unable to help me, since the money was transferred correctly. You are my last hope! ( Sorry for any spelling mistakes, I am from XXXX )
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A