Date Received: 2018-01-30
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I've started two XXXX transfers from my account on Coinbase - XXXX and XXXX on XX/XX/XXXX and XX/XX/XXXX, respectively. Got replies that the transfers are supposed to clear on XX/XX/XXXX and XX/XX/XXXX and both are still missing. The funds are gone from my Coinbase account and have not appeared on my bank account, which leads me to believe that the transfers were never done at all. I have received only generic replies from their support and it looks like nobody is actually dealing with the issue.
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
Date Received: 2018-01-30
Issue: Other transaction problem
Subissue:
Consumer Complaint: Initiated wire transfer for {$16000.00} from Coinbase to XXXX XXXX on XX/XX/XXXX. Due to incorrect routing number, funds were never sent to XXXX. However, Coinbase showed wire status as " Complete '' and funds were subtracted from my account. Initiated support request with Coinbase on XX/XX/XXXX requesting XXXX number for wire transfer so I could confirm with Coinbase 's bank ( XXXX XXXX XXXX XXXX XXXX ) that they were indeed in possession of the funds, and get confirmation that the wire had not gone through. Coinbase support Case ID XXXX Coinbase replies on XX/XX/XXXX indicating that they are " working with a specialist to address [ the issue ] properly. '' As of XX/XX/XXXX, no further contact from Coinbase on the status of the funds.
Company Response:
State: PA
Zip: 19026
Submitted Via: Web
Date Sent: 2018-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-31
Issue: Other service problem
Subissue:
Consumer Complaint: I like to start by stating my complaint is with the company Coinbase, which is a bitcoin wallet. On XX/XX/XXXX at approximately XXXX XXXX after having to replace my phone device I attempted to sign onto my Coinbase account. I was able to enter my user name and password correctly but as a secondary precaution Coinbase also requires the use of an authenticator code. However, with the replacement of my phone I lost access to my authenticator app. Not having the required authenticator code there is an option from Coinbase to submit a license and selfie to gain access to my account. I have attempted to gain access using my photo and ID over 11 times with a denial every time. I reached out to Coinbase on XX/XX/XXXX via phone and was told to keep trying that there was nothing else they could do. I reached out again on XX/XX/XXXX where I was told they were investigating the issue and working with a specialist to address it properly. I continued to attempt access using my License and photo with no luck. With no response I reached out again on XX/XX/XXXX, where I was told for a faster response to not continue to contact them and that my request has been properly escalated. As of XX/XX/XXXX I still have not heard from Coinbase regarding this matter. As of the last time that i had access to my Coinbase account I had roughly {$11000.00} vested. With not having access I have not been able to withdraw my money while watching the Cryptocurrency ascend and descend. This has been a very stressful journey.
Company Response:
State: PA
Zip: 19006
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: I am still missing my wire transfer and it was NEVER credited to my coinbase account. Details are as follows:Name on a/c: XXXX XXXXAmount: $XXXXSending Bank: XXXX XXXX XXXX XXXXDate Sent: XX/XX/18Fed Ref for wire tracking: XXXXReceiving Bank: XXXX XXXX XXXXRecipient: CoinbaseCoinbase Ref #: XXXXMy telephone # XXXXMy funds have been in limbo too long and I was charged a $XXXX fee for wiring these funds. This is very disappointing & difficult to understand how it could possibly take this long to credit or deposit funds into my Coinbase account or refund my wire back to my bank acct.I have called XXXX XXXX XXXX, they acknowledge receipt of the funds and stated this is a Coinbase problem. The only way to contact Coinbase is "online" support tickets, which they send preformatted responses to customer inquiries. No one has taken ownership of this issue nor replied where my missing funds have gone. Coinbase claims to be FDIC insured. How can a bank or brokerage firm be govt regulated and operate with impunity?
Company Response:
State: IN
Zip: 47630
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: I transferred approximately $4800 worth of BTC to my Coinbase account from XXXX. I received messages on both ends that the transfer was successful. Then when I checked my Coinbase account, the money was not there. I called and complain with sheer panic that the money had just vanished. They informed me that somehow the money had been transferred to XXXX, and sure enough when I checked there was money there. So I proceded to try to withdrawal the full amount, and it showed an error stating that was an error withdrawing from XXXX and that I should transfer to Coinbase in order to withdrawal. So I did that, but then then things got even weirder. I couldn't convert my BTC to USD at all in order to perform the withdrawal. So for days my money was stuck as BTC which was steadily dropping. Finally I called again, and the lady said she had no idea what happened and had to make a ticket for an advanced technician to investigate the matter. The next day I had $XXXX even in my USD wallet. I was again so excited that the nightmare was over, but when I went to withdrawal the money, it said that I owed $XXXX still. I didn't understand at all how I could owe any money let alone $XXXX, especially while I had XXXX already in the account. It gave me 4 ways to pay, my credit card, 2 of my wifes credit cards, or I could subtract it from my XXXX USD wallet. Anyway I tried every method, now it says I owe 0 dollars, but I can't withdrawl still because it says I owe 0 dollars. HELP ME PLEASE!! I think they stole my money, or got hack and are trying to cover it up.
Company Response:
State: FL
Zip: 33308
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/2017, I authorized a wire transfer in the amount of {$60000.00} from my bank account to my XXXX account. The wire transfer was rejected by XXXX, because the names on the accounts did not match. The funds HAVE NOT BEEN RETURNED to the original bank account. It has been over a month since the wire transfer was rejected.
Company Response:
State: AZ
Zip: 85225
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: TodayXX/XX/2018 I attempted withdrawing US Dollars from my account in Coinbase. After attempting to withdraw, I receive an email saying my bank is cancelling the deposit. However, my bank XXXX XXXX, states they never received any deposits nor blocked or cancelled any. So I tried Withdrawing again from Coinbase, and depositing into my XXXX XXXX account. Again, they say bank cancelled deposit, again bank denies. I lost $XXXX already on this, nobody at Coinbase responds, its a shame they even are licensed. Please help me get my money back.
Company Response:
State: CA
Zip: 94043
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: OnXX/XX/XXXXat XXXX XXXX CST I went to XXXX XXXX XXXX and was assisted in sending a Bank Wire of {$11000.00} to XXXX ( Coinbase ). All Bank Wire steps were followed correctly and money was supposed to be available for use in XXXX that day. I did not receive it that day or that week. I went back to XXXX XXXX XXXX onXX/XX/XXXX and was given a printout of the send confirmation. The bank stated that they will send a request to receive confirmation from XXXX XXXX XXXX ( their bank ) that they indeed received the Wire. They have not responded. I contacted XXXX over the phone and explained the situation and was told that this would be forwarded to the applicable department and got a case number. Since then I have not heard anything. I have sent an email asking for a status update of my case and have not heard anything yet. I am extremely concerned as I am not receiving any assistance and just getting the runaround. It doesn't appear anybody can help me and I am amazed how a company can operate like this. Any help would be so greatly appreciated.
Company Response:
State: IL
Zip: 60089
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 sold my bitcoin and didn't give me the proceeds. Coinbase 's records show for XX/XX/XXXX, a sale of XXXX bitcoin for {$49000.00} using my XXXX XXXX account. The transaction is marked as " completed '', but as of XX/XX/XXXX no funds have arrived at XXXX. Reference code XXXX. ( Screenshot XX/XX/XXXX at XXXX.XXXX ) .-.-.-. Previous sales of bitcoin resulted in successful transfers of funds to that same XXXX account on XX/XX/XXXX, XXXX, and XXXX, so a failure of the ACH transfer process is implausible. .-.-.-. My attempts to recover the missing {$49000.00} : .-.-.-. XX/XX/XXXX : I inquire through Coinbase 's online support system about the missing {$49000.00}. The case is assigned Case ID XXXX. ( Screenshot XX/XX/XXXX at XXXX ) .-.-.-. XX/XX/XXXX : Coinbase email tells me someone is " working with a specialist '' to address the problem. .-.-.-. XX/XX/XXXX : I ask by email when I might expect to hear from Coinbase. .-.-.-. XX/XX/XXXX : I phone Coinbase 's support number, but can not get any concrete information about schedule. .-.-.-. Previous history that might be relevant : XXXX. A previous mixup on Coinbase 's part might have contributed to the present problem : .-.-.-. XX/XX/XXXX : I sell XXXX bitcoin from my Coinbase account, which should result in a deposit of {$49000.00} into my XXXX account. No money arrives. ( Screenshot XX/XX/XXXX at XXXX ) .-.-.-. XX/XX/XXXX : Coinbase notifies me by email that " this transaction [ ... ] was canceled by your bank '', and restores the XXXX to my Coinbase account. I visit my bank, where energetic inquiries can not find any evidence that a deposit was attempted. Alarmingly, the email is phrased in a way that suggests that Coinbase thought I was purchasing, not selling, the XXXX bitcoin. .-.-.-. XX/XX/XXXX : I email Coinbase to point out, emphatically, the possibility that they had mixed up buying and selling. Case # XXXX. ( Screenshot XX/XX/XXXX at XXXX ) .-.-.-. XX/XX/XXXX : I start moving bitcoin from Coinbase to a different bitcoin exchange, XXXX. My first tentative transfer is at XXXX PST. When I attempt to transfer the rest of my bitcoin, at XXXX PST, I notice that about 3 bitcoin are missing, and that a transaction has been recorded for the sale of XXXX bitcoin and the deposit of {$49000.00} to my XXXX account. This is the deposit that was never made. ( ( Hey, CFPB webmaster : this would be much more readable if you gave us some formatting ability. ) )
Company Response:
State: CA
Zip: 95003
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: I have had XXXX XXXX stored in my account at Coinbase for several years. On XX/XX/2017, I submitted a " sell '' order on Coinbase for the full amount, asking Coinbase to transfer proceeds to my XXXX XXXX checking account that is linked. Coinbase confirmed the sale would generate {$170.00}, and that they would deposit that amount net their {$2.00} fee ( total {$170.00} ) into my checking account by XX/XX/2017. However, the money never arrived. I submitted an inquiry immediately and never heard back. I submitted another inquiry and heard back two weeks ago that they are investigating and would get back to me, but they have yet to do so. There are many complaints online that they have had issues with missing money transfers and no response to inquiries, and apparently only a CFPB complaint gets them to respond.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A