Date Received: 2018-01-25
Issue: Other transaction problem
Subissue:
Consumer Complaint: We wired in XXXX XXXX Dollars ( {$90000.00} ) to Coinbase via Wire Transfer with a Confirmed Receipt the Same day. Subsequent to that time no Funds have been deposited or credited by Coinbase to our account. The funds and either missing, stolen, or in some kind of limbo with Coinbase. We have attempted to contact Customer Support by Email and Phone more than two dozen times. The only response received have been Automated replies. We have requested return of the funds or credit for the funds. We have kept meticulous records of our contact including emails, calls, and non responses by Coinbase. It was only after the fact that our funds went missing that we read online that this same scenario is happening to dozens of people.
Company Response:
State: TX
Zip: 799XX
Submitted Via: Web
Date Sent: 2018-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-25
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I withdrew {$10000.00} ( {$9900.00} after fees ) from coinbase.com on XXXX XXXX, 2017, using wire transfer to my bank ( XXXX, checking account ending in XXXX ). Coinbase says they 've been having wire delay issues, but says the issue was resolved on XXXX XXXX. It 's XXXX XXXX today and I still have n't received my money. Coinbase website shows status " complete ''. I reached out many times through customer support ( Coinbase support case number is XXXX ) and only got automated responses.
Company Response:
State: CA
Zip: 92103
Submitted Via: Web
Date Sent: 2018-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-25
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: I made a wire transfer of {$2000.00} us dollars on XX/XX/XXXX at XXXX XXXX PT. The company policy about wire transfers clearly states that wire transfers made before XXXX XXXX PT will be credited same day, as today XX/XX/XXXX my money has not been credited on my account, i tried to reach the customer support but they were kind of rude and their answers were vague and not clear ( they do n't know a time frame to be resolved or if it 's going to be solved ).
Company Response:
State: TX
Zip: 799XX
Submitted Via: Web
Date Sent: 2018-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-25
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XXXX XXXX, 2017 I was traveling in XXXX for the week. I tried logging on to my account to see how things were looking, and I was locked out. The message I see after I log in is: Our records indicate that you have attempted to log in to your Coinbase account from a country in which Coinbase is prohibited by law from doing business (XXXX) per the sanctions imposed by the U.S. Treasury Departments Office of Foreign Assets Control or other governing bodies. As a result, your account has been restricted. If you are not a resident of a sanctioned country or otherwise have received this notification in error, please visit https://support.coinbase.com for assistance.provide us with a copy of a current, government-issued ID and proof of your current address, such as a utility bill or rental agreement. If, however, Coinbase concludes that you reside in a prohibited region or are violating applicable sanctions in any way, your account will be closed and Coinbase will take any other actions required by law. Additional information regarding account logins from prohibited regions is available here. However, their documentation says that if you try to log in from a sanctioned country, a message will block you from logging in until you return to your home country. This is just not the case. It's been a MONTH, and I've been unable to log in. I opened a support XX/XX/XXXX. I got an automated reply, then an actual response a few days later, saying that I'd need to send my proof of US residency in, and that I should stand by for the link to which I'd need to verify my identity to. That's the last I heard about my case. I tried opening a new "fraud" case, which got someone's attention, but only resulted in them telling me not to open multiple tickets for the same case. I've wanted to transact, and I've been unable to. Coinbase has essentially hijacked my account and caused me to lose thousands of dollars.
Company Response:
State: NY
Zip: 11238
Submitted Via: Web
Date Sent: 2018-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-24
Issue: Other service problem
Subissue:
Consumer Complaint: I have not been able to contact anyone regarding the locking of my account and funds. Created complaint on XXXX XXXX, 2018 XXXX PST. Still no reply after 4 days.
Company Response:
State: CA
Zip: 90048
Submitted Via: Web
Date Sent: 2018-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-25
Issue: Other service problem
Subissue:
Consumer Complaint: My coinbase.com account was suspended due to me being a XXXX resident, I have since moved to XXXX XXXX and have sent in my new ID and received confirmation of my ID being verified by the customer support but my Account is still blocked. Coinbase did get in touch with me briefly but have stopped responding to any of my messages or complaints. I have messaged them daily with no response for over a week. I just want to make sure that I have not been scammed out of my money ... my login for coinbase is XXXX Thank you for any help you can provide
Company Response:
State: ND
Zip: 58601
Submitted Via: Web
Date Sent: 2018-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-25
Issue: Other transaction problem
Subissue:
Consumer Complaint: I have been defrauded by Coinbase ... On XXXX XXXX 2017 I sent them a {$30000.00} wire which five days later I received an email from them stating that the wire would be reversed because it came from my business account and not my personal account. A week after I still had n't received the wire so I sent an email to Coinbase support team and they took exactly one month to respond! The response basically states that due to high volume of outgoing wires, my wire may have been delayed, however, all backlogged wires have since been sent and they are closing my case! As of today I still have not received the wire ... Its been a month and a half! I am not sure what else to do as there is no one to talk to with their company and ZERO support. I am begging you for your assistance. I want to know I did n't lose my {$30000.00}. Please respond, update me, or reverse the wire already as promised! I NEED this money and I NEED IT ASAP! I want to file a lawsuit but not sure which attorney to contact. If you are aware of a pending class action, please let me know. Thank you CFPB!
Company Response:
State: FL
Zip: 34655
Submitted Via: Web
Date Sent: 2018-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-24
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I have been unable to access my CoinBase account. I am not receiving their " Device Verification '' e-mails for whatever reason. The account had {$300.00} in it at the time, in Ethereum ( XXXX ETH ). Currently, as of XX/XX/XXXX, it is worth around {$700.00}. All below dates are in XX/XX/XXXX unless otherwise marked.. On XX/XX/XXXX, I created a ticket through their automated system. Receiving no response, I called them on XX/XX/XXXX and was automatically dropped due to high call volume. I called again on the XXXX, XXXX, XXXX, and XXXX. In XXXX, I called on the XXXX, XXXX, XXXX. Finally, on XX/XX/XXXX, I got through to someone. They looked up my account, and stated that they could transfer to a new account. I had already created a new account and requested this through e-mail, but having acknowledgement that this would work was good. I received no further correspondence on this until I called again on XX/XX/XXXX. I was told that I had to wait an unspecified amount of time for a specialist to handle it. I have e-mailed on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX asking for updates on it, receiving nothing back. I called again on XX/XX/XXXX, and was told to keep waiting. Waiting on this for such a long time, I believe it is unreasonable, especially given the lack of communication.
Company Response:
State: FL
Zip: 34711
Submitted Via: Web
Date Sent: 2018-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-24
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: Theres a incoming transaction in my Coinbase account that has been pending for more than 48 hours. It said that my USD will arrive by end of the day on XXXX XXXX, 2018. It has 300+ confirmations n still pending. I contacted Coinbase Support and all they said was my case was escalated to a specialist to review which might takes days to get to. I checked blockchain and it looked like the money went to my address and then went right out. Please help me.
Company Response:
State: CA
Zip: 93722
Submitted Via: Web
Date Sent: 2018-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-24
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I wired {$24000.00} to XXXX Coinbase Inc. on Monday XX/XX/2018. Anticipated time-frame 2-3 days for funds to arrive. I submitted a Support Case on Friday XX/XX/2018. On XX/XX/2018 I found an " Escalation form '' for Delayed Wires and re-submitted relevant information. As of today, XX/XX/2018 ( 13 business days ) I have not heard any response from them.
Company Response:
State: OR
Zip: 97420
Submitted Via: Web
Date Sent: 2018-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A