Date Received: 2018-01-30
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Since XX/XX/XXXX Ive had a support ticket open with Coinbase support to unlock my funds in one of their accounts. They have promised timely support and have asked for my patience but the weeks are turning into months and I still dont have access to my funds.
Company Response:
State: IL
Zip: 62025
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: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/XXXX, my wife wire transferred {$45000.00} to my Coinbase account. On XX/XX/XXXX, Coinbase sent the following email to me to claim to send my money back : " You recently sent a wire to fund your Coinbase or XXXX account for {$45000.00} USD. Unfortunately, we are not able to apply this wire to your account due to a name mismatch and will be returning this wire back to your bank. Please allow us 7 business days for processing. To prevent wire returns in the future, please ensure wire deposits are sent from a bank account that matches the legal name of your Coinbase or XXXX account. For more information, visit the Bank Wire Deposit section of our payment support page. If haven't received your funds after 7 business days, please email XXXX for assistance. '' However, the fund has not been back to my wife 's account after 21 days. I have sent multiple emails to Coinbase 's customer service but did not get any response.
Company Response:
State: CA
Zip: 94070
Submitted Via: Web
Date Sent: 2018-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-29
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I Wired {$100000.00} from my XXXX XXXX XXXX account to Coinbase account on XX/XX/. I confirmed with XXXX that the wire was sent out successfully, and with Coinbase 's bank ( XXXX XXXX XXXX ) that the money was posted to Coinbase account onXX/XX/XXXX. However, my Coinbase account still isn't updated with the amount. I sent numerous requests ( 10 times ) for a followup, but only have received a standard/automated responses with no detail of what's happening. The money has been missing for over 19 days, and I have no idea if Coinbase is doing anything about the situation.
Company Response:
State: VA
Zip: 20120
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: Money was not available when promised
Subissue:
Consumer Complaint: I Sold my bitcoin on XX/XX/XXXX and I still have not received my money. ( {$370.00} ). The website stated my sale was completed. So I sent several emails to support through their website no response. I finally found their number and I called on XX/XX/XXXX and they gave me a case number and told me it may take 3 to 5 days for someone to contact me. Today, XX/XX/XXXX I still don't have my money. I called customer service again since I did not receive a call back from my call last week. The customer representative said she could see that my ticket is still in the queue but she gave me another case number.
Company Response:
State: MD
Zip: 21113
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: Money was not available when promised
Subissue:
Consumer Complaint: I Have wire transferred a sum of {$30000.00} USD to Coinbase via the wire instructions listed to purchase additional vitrual currencies. I have used them in the past but this was the first time sending a larger sum of money. My funds have not appeared for since XXXX XXXX 2018, which was the date of the transfer. My bank has confirmed the funds were indeed sent, the deposit bank acknowledged the funds have been recieved but it is up to Coinbase to settle the issue. Ive submitted a request a few days after with no response excpet that they will review. It has been a full week with no contact from coinbase.com or any resolution.
Company Response:
State: NY
Zip: 11356
Submitted Via: Web
Date Sent: 2018-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-29
Issue: Other transaction problem
Subissue:
Consumer Complaint: Short version Coinbase has locked my account for a pending transaction that has aged out. ( will be 4 weeks old on XX/XX/XXXX ) The pending tranaction was from one coinbase wallet to another, they debited the source wallet twice and only credited the destination wallet once, leaving me with a negative balance and locked account. PERSONAL INFORMATION PLEASE REMOVE Coinbase support # XXXX PERSONAL INFORMATION PLEASE REMOVE 1 ) I attempted to transfer bitcoins from the coinbase multisig wallet to the active wallet to sell some bit coin. I attempted to do this twice, and both times the coinbase webinterface hung. 2 ) So I used the coinbase provided multisig tool to directly enter a transfer from the multisig wallet to my coinbase active account. The default settings for coinbases provided tool had too small of a transaction fee and the transaction was never picked up on the block chain. 3 ) The next day I redid the same exact transaction with a proper fee amount and it went through. The fact that the BTC were moved from the wallet in transaction # 3 permanintly invalidates transaction # 2 The transaction ( s ) 2,3 were for about XXXX bitcoins from one coinbase wallet to another. Coinbase debited for both transactions, and only creditied for one transaction. Transaction # 2 above will never ever be confirmed. ( If it was confirmed it would double spend the BTC in tranasction # 3, somethign the blockchain won't allow. ) Its now been almost 4 weeks and my coinbase account shows a negative balance of XXXX bit coin ( The differnce in the fee between # 2, # 3 ) when it should show XXXX BTC. Coinbase Support will not give me ANY information on when they might resolve this. Their own online documents say unconfirmed pending transactions should be removed after two weeks, its been 4. Even if the pendign tranasction went through ( and it cant ) it would be credited to coinbase, so there is ZERO possible loss on their part.
Company Response:
State: CA
Zip: 920XX
Submitted Via: Web
Date Sent: 2018-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-29
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: On XX/XX/XXXX I got an e-mail from Coinbase stating my withdrawal limit for my XXXX account was denied. As I tried to log into my XXXX account it showed my account had been temporarily disabled and that I should contact Coinbase. I called Coinbase and told them my XXXX is temporarily disabled and I can not access the XXXX worth of cryptocurrency I own on that site. They gave me a reference number and told me it may take up to 4-5 business days to fix the problem. On XX/XX/XXXX, I logged onto my Coinbase account and was prompted by a page stating I owe XXXX USD in order to gain access to buy/sell/send my cryptocurrency I had on my Coinbase. I never purchased anything with a credit card on my account for that much to begin with. However, I paid the amount and called Coinbase to remove the hold from my account. They then said they would escalate my previous ticket and add I paid the amount owed. Then on XX/XX/XXXX I logged onto my Coinbase account and noticed XXXX Bitcoin ( valued XXXX USD ) was sent to Coinbase without my knowledge. I called Coinbase to discuss the transaction and they told me I owed an additional XXXX USD and they only take cryptocurrency as payments after the fact I already paid them XXXX dollars on XX/XX/XXXX. They told me they do not return cryptocurrency once its taken from the account. So Coinbase ended up taking a total of XXXX USD from me for no reason. I have only spent XXXX USD on Coinbase using my own bank account. There are no reversal charges made on my bank account. I currently can not access my XXXX worth of cryptocurrency on XXXX because of all these claims stating I owe Coinbase money which I never purchased on Coinbase. Everytime I call Coinbase they state they will grant me access back to my XXXX account and full access to my Coinbase account within 2 business days but nothing ever gets done and they keep charging more money than I have ever spent on Coinbase.
Company Response:
State: MI
Zip: 48315
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 had wired {$50000.00} into Coinbase and followed all of their instructions. Everything was done correctly. I have confirmed with my bank as well as with Coinbase 's bank that the wire went through correctly. Both banks have confirmed. 18 Days later our Coinbase account has NOT been credited. We have contacted their support numerous times. They do not answer support requests at all. We have called them twice only to get the runaround. The last time we called we were told a special would be looking into our situation. Again, no responses. CASE # XXXX
Company Response:
State: PA
Zip: 183XX
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: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I am an American who lives in California. While on vacation to visit my wife 's family in XXXX last summer, I mistakenly opened the Coinbase app on my phone ( I did not buy, trade, or buy any cryptocurrencies or do anything besides open the app ). This prompted Coinbase to send me an automated email on XX/XX/ telling me to send a photo of my driver 's license so that they could verify that I was a US resident. In XXXX I did so, along with a photo of my residential lease demonstrating my US residency. That was months ago. Since then, I have been told a handful of times by Coinbase customer service reps on the phone and online that my case has been " escalated. '' But no action has been taken and I'm still unable to access my funds, which I believe are now over {$2000.00}. It's been over five months now with no progress. I've also spent over 6 hours waiting on hold to try to talk to an employee, to largely to no avail. I would appreciate any help in this hugely frustrating situation. My case id is # XXXX. Thank you, XXXX
Company Response:
State: CA
Zip: 95060
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 wired {$2000.00} on XX/XX/2018 to be deposited into my Coinbase account, but no funds ever showed up in my account. I have confirmed with the receiving bank that they credited Coinbase with my funds. I have emailed Coinbase multiple times in an attempt to resolve this issue, but they have never responded, and the funds have been unaccounted for for over 3 weeks at the point in time. I have asked the receiving bank to reverse the funds, but they have been unable to reach Coinbase for approval. I have also tied to reach Coinbase by telephone, but I only get a recorded message to contact them through XXXX, which is where I have been sending my previous messages. It seems to be effectively impossible to contact Coinbase.
Company Response:
State: WA
Zip: 98110
Submitted Via: Web
Date Sent: 2018-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A