Date Received: 2018-01-19
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Wire transfer of {$7000.00} to Coinbase was sent on XX/XX/XXXX. I have checked with their bank in NY and the money was in their account as of XX/XX/XXXX. The website currently states that wire transactions are up to date and may have a 2 - 3 day processing time. There are still no funds posted to my account. There is no way to talk to anyone about wire transfers. I have sent an inquiry and an escalation request, the first onXX/XX/XXXXXX/XX/XXXX and the last one on XX/XX/XXXX through their support portal. Still no response.
Company Response:
State: NC
Zip: 28601
Submitted Via: Web
Date Sent: 2018-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-19
Issue: Money was not available when promised
Subissue:
Consumer Complaint: coinbase XXXX confirmation says money withdrawal completed of amount {$9900.00}, but nothing happened, My bank XXXX XXXX did not receive the monry
Company Response:
State: CA
Zip: 95050
Submitted Via: Web
Date Sent: 2018-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-19
Issue: Other transaction problem
Subissue:
Consumer Complaint: Since at least XXXX XXXX, 2017 I have been trying to withdraw my money from Coinbase. I get an error that says I am not able to be found in public records, and therefore, am unable to verify my account. Since I am unverified, I am unable to withdraw my money. Even though I was unverified, the Coinbase system had no problem with me funding my account with over {$5000.00}. It let me put money in, but wo n't let me take it back out. I have put significant effort into contacting Coinbase customer support to get my issue dealt with. Coinbase has simply ignored my request. In addition to that, I waited on hold for over 2 hours on 3 separate occasions only to have the customer service representative hang up on me after finally getting through. Also, the customer support representative did n't give me any useful information whatsoever and did n't even try to solve my case. I would like to scan my Passport or Social Security card in order to prove my identity, so I can then withdraw my remaining balance, and then I would like to PERMANENTLY close my Coinbase account.
Company Response:
State: CA
Zip: 92688
Submitted Via: Web
Date Sent: 2018-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-18
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XXXX/XXXX/2017 +/- 1 day ( near XXXX eastern US time ) I logged into my Coinbase account after about 18 months of dormancy. I was surprised to see a message that Coinbase was in the process of closing my account and that I needed to transfer any remaining funds to an offsite wallet. I noted that I had the amount of XXXX Bitcoin in my account. There was no explation as to why the account was closing so I assumed it was because I had n't used it for some time. I went to XXXX where I have an account and obtained a Bitcoin deposit address that I copied and pasted to the send to box where I wanted the residual Bitcoin funds sent to. I pushed the transfer button and got a message saying the transfer was successful and then another immediately after saying my account was now closed. To date, the funds have not been received into my XXXX account. I tried numerous times to contact Coinbase. In one case I was able to speak to a customer support person who told me they would escalate the matter to an accounts payable analyst and confirm that with an email to me. I never received an email or any contact with Coinbase. I also contacted XXXX customer support who said it did n't appear Coinbase ever tranmitted the exchange. I have screenshots of the address where it was to be sent to. I tried calling Coinbase many times, opened numerous support tickets, all to no avail.
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2018-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-18
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On the time stamped below : Created : XX/XX/XXXX XXXX PST Regarding Case ID : XXXX I requested to gain access to my USD funds which was locked in an exchange whereupon I had no control over funds which were not being used and stored on the exchange. After more than 10 days, I received a response from support on the following time stamp : XX/XX/XXXX XXXX I was promised by support agent " XXXX '' that my funds would be transferred out for me to another exchange whereupon I could have control. This transfer was limited ot {$10000.00} per daily limit, and since I had more than the daily limit of funds in the account, the remainder was to be transferred on subsequent day ( s ). After more than 13 days, this has not occurred, and I still have a large balance remaining on my account that had no follow-up. On date time stamped below : XX/XX/XXXX XXXX I tried to remind support that there is still a remaining balance that must be transferred out and that the delay was unreasonable. Quote : " I am still waiting for the remaining balance to be transferred. There is a remaining balance on XXXX of XXXX USD that needs to be transferred back into my Coinbase account so I may withdraw. Please also transfer my BTC balance of XXXX back into my Coinbase as well so I may sell. It has been 13 days since your last transfer and I have been expecting more to occur but my case seems to have been ignored again. '' Conclusions : Coinbase support does not respond to serious issues involving money with due diligence. Given the financial size of the organization and it 's function as an exchange, there is no good reason to devote so little to support. Coinbase support did not fulfill promises made in my ticket. Coinbase support did not follow-up on my ticket After Coinbase determined which funds needed to be frozen, it did not promptly release all uninvolved funds back to the owner 's control. Since the start of the ticket, I did not have access or control over funds unrelated to any incidents for exactly 31 days.
Company Response:
State: CA
Zip: 940XX
Submitted Via: Web
Date Sent: 2018-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-18
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I have not had access to my account for over one month. On XX/XX/18 coinbase disabled my ability to place buy orders on their system, and consequently blocked me from being able to log into my XXXX account. I have several thousand dollars that are inaccessible to me, with no explanation from coinbase as to when I will receive access to them. I have spent multiple hours on the phone and sent numerous email correspondence to the company, only to be given very limited information that they are behind, and my case has been escalated. Customer support is rude, dismissive, and often hangs up on customers. This company has no regard for any sense of professionalism and has held my money against my will for an unacceptable amount of time. In response to a previous complaint made on CFPB, coinbase also blatantly lied by saying that I can access my funds at any time. Once again to be clear, I have thousands of dollars I am unable to log in to see if they are even still in my account on XXXX, let alone withdraw them. At this point I do not know if my funds have been stolen by employees and some sort of fraud is taking place.
Company Response:
State: FL
Zip: 33435
Submitted Via: Web
Date Sent: 2018-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-18
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XXXX XXXX I wired {$25000.00} from XXXX XXXX XXXX From XXXX XXXX To Coinbase ( individual Account ). They said the wire would be reversed because accounts didnt match. On XXXX XXXX I did NOT receive the money so I emailed to follow up, they said they were backlogged and would resolve soon. On XXXX I emailed again still No Money returned. On XXXX XXXX I emailed again included again all the info they needed. Where the wire originated how to wire me back. Ref # from the wire and still no REsponse. They have a customer support line but do not handle wire issues on phone, also waited 1 hr and no one answered. I am at wits end of what the next step. I have XXXX XXXX trying to help, but we have made no progress. I just want them to Wire my money back, Its almost a month. Ref # XXXX - wire ref #.
Company Response:
State: FL
Zip: 33062
Submitted Via: Web
Date Sent: 2018-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-18
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I wired {$3000.00} on XXXX XXXX to XXXX their website promises to reflect that money within 1 business day. I waited several days ( until XXXX XXXX ) to open a support ticket to find out why the money has not yet been deposited. Today the XXXX i still have no answer, i tried contacting Coinbase.com via phone, email support and XXXX and am not able to get ahold of anyone.
Company Response:
State: CA
Zip: 92105
Submitted Via: Web
Date Sent: 2018-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-18
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I have an account with Coinbase, I sold my Bitcoin and hit a button to withdrawl my {$160.00} I got confirmation letter the money would be in my back account by XXXX XXXX. I have not recieved it and have no way to contact the company they do not answer the phone they just say send an email to support but I could not figure that out either
Company Response:
State: CA
Zip: 90278
Submitted Via: Web
Date Sent: 2018-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-18
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I transferred XXXX from my bank account via SEPA to Coinbase on the XXXX XXXX XXXX 2018. After more than 1 week the money still has not been transferred to my coinbase account or refunded to my bank account. I contacted their customer service and they opened at ticket. My case number is : # XXXX I included the reference code, my identity has been verified and my bank account details are matching to the ones Coinbase has. The customer support wrote me that if the information is matching, they " might '' be able to find it. This is an insolence because I have it in black and white that Coinbase received my money. I have n't received any news or updates on the case since 4 days and Coinbase stopped replying to my messages.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A