Date Received: 2018-01-29
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I asked for a withdrawal of {$600.00} of my money ( see below ) and it shows complete but no funds were received. I've emailed over a dozen times ... one response with case number ( see below ). I've also tweeted, facebook, and called Coinbase/XXXX for resolution with zero response. Case # XXXX is the only thing I was given on XX/XX/. transfer XXXX XXXX - XX/XX/ XXXX XXXX Transfer ID : XXXX On XX/XX/, at XXXX XXXX, Coinbase Support XXXX wrote : Hello there, Thank you for contacting Coinbase! Sorry for the trouble and for the delay on responding. Having investigated the issue, I am working with a specialist to address it properly. We will follow-up with you as soon as we have an update. Thank you for your patience. You can always visit our self help tool found at XXXX XXXX XXXX for more issue resolution steps. If you require further assistance, please let me know. Thanks, XXXX Coinbase Support Hello there, Thank you for contacting Coinbase! Sorry for the trouble. 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 : XXXX XXXX XXXX
Company Response:
State: NC
Zip: 28027
Submitted Via: Web
Date Sent: 2018-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-29
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I initiated a transfer of {$270.00} worth of Bitcoin on XX/XX/XXXX that was supposed to post to my bank account on XX/XX/XXXX. The Bitcoin was immediately deducted from my account. After waiting a few additional days for the money to be deposited, I submitted a support ticket with Coinbase on XX/XX/XXXX to no response. I reached out to them on XXXX on XX/XX/XXXX and also received no response.
Company Response:
State: GA
Zip: 30329
Submitted Via: Web
Date Sent: 2018-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-29
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I've been a Coinbase customer for some time and have been very patient, understanding that they have plenty of problems with their system at the moment. However, I have made a bank wire withdrawl in USD from Coinbase to my bank account for about {$15000.00} on XX/XX/XXXX and have not seen anything come in. It was supposed to arrive that Friday and now 3 weeks later and no response. I have talked to my bank to look into the matter and they checked back up to 3 months and found no initiation for a deposit into my account. Coinbase emailed me and told me they sent my case to their special team to look at, but I have not had a response for a week now, and I have not received any follow ups from their " special team ''. A few things I would like to know and understand and would like to ask @ Coinbase is When will I receive a response. Also they marked the payment as sent and it clearly was not initiated. Why mark payment as sent, if it isn't really sent. Where is the money, if not in my accounts. I understand they are busy with many backlogs, but my concern is that I can't see where the money is, its not in my bank account or Coinbase account, and Coinbase has not made it clear how their transfers work and why it takes so long.
Company Response:
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2018-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-29
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: On XX/XX/XXXX I bought {$100.00} of bitcoin via coinbase. On XX/XX/XXXX I authorized coinbase to transfer {$87.00} from my Coinbase account to my XXXX account. The money was transferred but it also debited me another {$87.00} as if I requested another {$87.00} out of my bank account. There is no {$87.00} pending in my Coinbase wallet. I have no idea where that money went.
Company Response:
State: GA
Zip: 30306
Submitted Via: Web
Date Sent: 2018-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-29
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Made a wire transfer of {$15000.00} transferred on XX/XX/2018 and it has not yet posted on my account. I tried multiple times and the company has not responded. It is on Coinbase through their XXXX platform. Case ID : XXXX
Company Response:
State: CA
Zip: 94109
Submitted Via: Web
Date Sent: 2018-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-29
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/2017 I sent a wire transfer of {$3000.00} to Coinbase using the information that they gave me from their website. The next day I received an email stating that they would have to return the funds because the names on my bank account and coinbase account didn't match. I figured out why they didn't match and i was fine with that. In the email that they sent they stated that it could take 7 days for a reversal to take place. On the website it stated that It could take 7-10 buisness days for the reversal to take place. It has been 60 days and I haven't received my funds as of yet. I've talked to different representatives at Coinbase and I always get the same response, we've escalated your claim to a higher tier.
Company Response:
State: GA
Zip: 30058
Submitted Via: Web
Date Sent: 2018-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-29
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX I received an e-mail from Coinbase stating my credit card company two orders that I placed on XX/XX/XXXX for XXXX Bitcoin and XXXX Bitcoin that is worth a total of XXXX USD. I called my XXXX Credit Card company and was curious why it was reversed when I never initiated a reverse on the purchases to begin with. I was told by XXXX they reversed the orders because I did not respond to their e-mail or text to confirm the orders ( which I never received and have made many other purchases on Coinbase using this same card ). I then called Coinbase on XX/XX/XXXX explaining that the reversal was an accident on credit card companies behalf and that I paid the XXXX USD they wanted due to the reversal. They customer service representative filed a case for me and said I should have immediate access to my account since all they have to do is remove the hold on my account. However, on XX/XX/XXXX I received another e-mail from Coinbase stating my XXXX credit card company reversed another order that was placed on XX/XX/XXXX for XXXX Litecoins ( value XXXX USD ). I logged onto my Coinbase account after receiving that email to gain further information on this order and saw that Coinbase also took XXXX Ethereum and XXXX Bitcoin ( total value XXXX USD ) from me after I paid {$3200.00} USD to gain access to my account 5 days prior. My Coinbase account now said I owe Coinbase XXXX USD in order to gain access to my account including buy/sell/send my cryptocurrency that I have already paid for. I first called my credit card company to ask why another order had been reversed that was made on XX/XX/XXXX and they told me they did not reverse any charge from that day and their must be an error. After getting off the phone with XXXX, I called Coinbase and explained that my credit card company did not reverse the order and that XXXX Ethereum and XXXX Bitcoin ( total value XXXX USD ) was removed from my account by Coinbase to pay for a previous balance I had already paid off on XX/XX/XXXX. The Coinbase representative told me he would remove the hold on my account and attach a ticket to previous complaint so my coins would be returned back to me. On XX/XX/XXXX I received another e-mail from Coinbase stating my credit card company has yet reversed another order that was made on XX/XX/XXXX for XXXX Litecoin ( {$3800.00} USD ) made on my XXXX Card. My credit card company reported no such action was made on the cards end and there must be another error. I logged onto Coinbase and it showed I owed them a total of XXXX USD. On XX/XX/XXXX I received another email from Coinbase stating XXXX XXXX reversed an order I made on XX/XX/XXXX for XXXX Bitcoin ( value {$700.00} USD ). I called XX/XX/XXXX and they report they did not initiate any reversal. Then 1 day later on XXXX XXXX I received 1 more email from Coinbase stating my XXXX Card initiated yet another reversal for a purchase made on XX/XX/XXXX for XXXX Litecoin ( XXXX USD ). My credit card reported they yet again did not reverse any order after I had confirmed all these purchases had been made by me. I logged onto my Coinbase account after and say Coinbase took XXXX Ethereum and XXXX Bitcoin from me and shows I now owe them XXXX dollars in order to gain access to my account and XXXX account. I called Coinbase and explained my card companies did not initiate any reversals and their must be an error and would like to have my money refunded and coins they took. Coinbase representative said the coins are non-returnable and hung up.
Company Response:
State: IN
Zip: 46307
Submitted Via: Web
Date Sent: 2018-01-29
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: On XX/XX/XXXX I submitted a case to Coinbase.com. The case ID is XXXX. My issue is I previously had an account with Coinbase shortly after they started doing business over 4 years ago. I have since lost access to the phone and email attached to my old account. This is not a new issue for Coinbase, as they have steps to restore access to your previous account on their website. I followed the help article for restoring access step by step. I created a new account, uploaded identity verification documents, and submitted a case for resolution. Since XX/XX/XXXX I have received one correspondence from Coinbase, which was a support rep giving me the link to the help article I already followed. That was on XX/XX/XXXX. I have updated information on the case multiple times since then in an attempt to gain their attention but they still have not restored access to my previous account nor merged the two. I understand with an influx of new users there may be a delay in handling support tickets, but two months is excessive and shows they have no sense of urgency.
Company Response:
State: CO
Zip: 80231
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: On XX/XX/2017, I purchased XXXX ETH ( Ethereum ) from Coinbase for a price of {$500.00} on my XXXX credit card. Since then, it has been marked as a Pending transaction for two months. In that time, the value of my purchase has doubled XXXX. I've opened 3 separate support tickets from XX/XX/XXXX to XX/XX/XXXX, and they have been unwilling to credit my account for the XXXX ETH I purchased. Eventually they just stop replying to my emails. They have already charged my credit card and taken my money, but will not give me what I paid for.
Company Response:
State: WA
Zip: 98115
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: I had a Coinbase account where I purchased bit coin and where I also stored United state dollars. For some unknown reason, I received an email from Coinbase on XX/XX/XXXX stating that I violated their terms and my account would have to be closed without any detailed explanation. I am now trying to transfer out my remaining funds from Coinbase but am unable to link a bank account to complete the transfer. I have sent 2 separate emails to coin base with no response. All I wish to do is withdraw my money out of Coinbase but they are not helping, or telling me how to do it.
Company Response:
State: CA
Zip: 92335
Submitted Via: Web
Date Sent: 2018-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A