Date Received: 2018-01-18
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Coinbase took away {$6500.00} from my bank account on XX/XX/XXXX and told the fund will be available by XX/XX/XXXX in their platform. However, I just received a notice that they are closing my account due to unexplained reason and asking me to confirm the closing of account. In their notice, I do not have any pending deposit while Coinbase clearly removed {$6500.00} from my bank account. I need my money back asap before they force me to close my account. I contacted them through emails several times as well as phone but they do not respond at all.
Company Response:
State: NY
Zip: 100XX
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 XXXX XXXX, 2017 I initiated a wire transfer from my bank account to my XXXX ( CoinBase ) account. The amount has yet to be credited to my XXXX account. I 've reached out to XXXX Customer Support, but they failed to update me on when I can expect my account to be credited.
Company Response:
State: NY
Zip: 11101
Submitted Via: Web
Date Sent: 2018-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-17
Issue: Other transaction problem
Subissue:
Consumer Complaint: I am using Coinbase for digital currency which is US based in XXXX XXXX. I created a vault option they allow to make it more secure. In order to create a vault, you have to add a secondary email so when you withdraw, an email is sent to your primary and secondary email to approve. I got an email stating my vault was created correctly under my main email XXXX and my secondary email of XXXX My ETH vault displays my secondary email as XXXX This is not my secondary email. I emailed 5 times sinceXX/XX/XXXX tilXX/XX/XXXX. I called twice to coinbase support and got the same response. " My case has been escalated to a specialist. '' I advised the support center person that I need access to my currency. I even told the support person that one of the emails from your support team suggested that they can move my coins/tokens from my ETH vault to my ETH wallet so I can have access to my own currency. I have all email proofs and need help resolving this asap. Each time I call them, they have me wait for 30+ minutes before a support person gets on the line and sometimes they dont even answer during business hours. CASE # XXXX XXXX XXXX XXXX ( XXXX ) XXXX
Company Response:
State: CA
Zip: 95828
Submitted Via: Web
Date Sent: 2018-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-17
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Hi guys, re : CoinBase.com Opened an account today ( X/XX/2018 ) and verified with my passport and linked my accounts. Made my first test purchase for {$100.00} and all was ok and had the purchased Bitcoin in the account with them. Later on, I went to add my personal home address to the account section of their site and when I did this and pressed save, it redirected me straight away to an account closure page for simply no reason. The account is locked and I now have to extract the money somehow from them. After trying to contact them with no luck and also reading through what seems like an endless number of cases of the same thing happening online I wanted to file a complaint. I appreciate your help where possible. Sincerely Their note as below : " Unfortunately we have had to close your Coinbase account. Before your account can be closed, you will need to withdraw your funds to an external wallet and any other funds to an attached bank account. Please be sure to delete any references to digital currency addresses generated by Coinbase, as funds sent to those addresses will not be retrievable once the account is closed. If you have any questions you may visit https : //support.coinbase.com. ''
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-17
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/XXXX I initiated a {$3000.00} withdrawal ( bitcoin to USD ) from Coinbase to my XXXX XXXX account. This was marked " COMPLETED '' on XXXX XXXX, XXXX at XXXX. The estimated arrival time to my XXXX account was XXXX XXXX. Reference code : XXXX After XXXX XXXX, I checked my account every day and I have been in contact with XXXX who says no funds have been sent. On XXXX XXXX, I filed a Support Ticket with Coinbase ; it is Case ID : XXXX. I received an automated response explaining why my ACH withdrawal may be in " Pending '' status - however, my withdrawal was marked " COMPLETED '' since XXXX XXXX. I followed up with two e-mails and tried to get a hold of their support group - nothing. It is now XXXX XXXX ( 2 weeks ) and there is no trace of my money ( it has been gone from Coinbase since XXXX and never arrived to XXXX ) nor any communication from Coinbase 's support group. I would consider this complaint resolved the moment Coinbase actually executes my {$3000.00} withdrawal ( after fees ) and sends it to XXXX. Any help is much appreciated - thank you!
Company Response:
State: PA
Zip: 19063
Submitted Via: Web
Date Sent: 2018-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-17
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/XXXX I initiated a wire to withdraw my funds of {$12000.00} from Coinbase to my bank account. The funds were immediately taken out of my Coinbase account, making them unavailable to trade or invest, which was expected as a wire is same or one business day. At the time the wire was initiated there was no warning of delay by Coinbase. Today is XX/XX/XXXX and I have still not received my funds and they are unavailable on Coinbase, unable to invest. I have emailed the company multiple times with no response. I have called them multiple times with no one to answer. The phone simply disconnects. I have written them on social media over 20 times with no response.
Company Response:
State: MI
Zip: 48642
Submitted Via: Web
Date Sent: 2018-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-17
Issue: Money was not available when promised
Subissue:
Consumer Complaint: This complaint is about Coinbase. On XXXX XXXX XXXX XXXX I initiated a transaction to buy bitcoin. Total amount was {$7500.00}. This amount was withdrawn from my bank on XXXX XXXX. But this transaction is still pending as of XXXX XXXX and bitcoin has not been deposited yet. I have contacted customer service several times and no response yet. Due to lack of response for CS I am wary of doing any transactions with Coinbase. If a transaction gets stuck there is practically no recourse with this company. This means that all my money from in the account is stuck. Customer Support Case id is XXXX.
Company Response:
State: WA
Zip: 98075
Submitted Via: Web
Date Sent: 2018-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-17
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: I sent a wire transfer from XXXX XXXX to Coinbase on XX/XX/XXXX through XXXX XXXX XXXX. Amount : {$5000.00} USD I have talked to both my bank ( XXXX XXXX ) and XXXX XXXX XXXX ( Coinbases bank ) and they have both confirmed the transfer as complete at XXXX on XXXX/XXXX/XXXX. These confirmation calls and visits occured on XX/XX/XXXX. IMAD # : XXXX I put in a service request for this issue on XX/XX/XXXX through Coinbase.com. I have called their support line and responded to canned emails on multiple occasions and they just keep replying that they are " raising the priority of my case '' without actually providing any solution or ETA for when my fund will be available. It is currently XX/XX/XXXX, nearly a month after my wire transfer has been cleared, and Coinbase has still not posted my funds to my account or returned my money after asking explicitly multiple times.
Company Response:
State: CA
Zip: 93401
Submitted Via: Web
Date Sent: 2018-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-17
Issue: Other service problem
Subissue:
Consumer Complaint: Hi iv deposited a considerable amount of money into my coinbase account and have been locked out of my account since with no access to my funds. I have contacted customer service several times by phone and email. They say someone will be in touch but have had no reply yet. I have tried all the steps on their website and colleagues nothing seems to work. I spoke to an advisor on the phone and asked to speak to a manager and was told no one was available and when asked for the managers name I was told I cant be given it. I am begging for assistance- cant sleep at the moment my case number is # XXXX
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-17
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On WED XXXX XXXX XXXX at XXXX XXXX, I initiated a transfer of XXXX ETH, then valued at {$840.00}, from my ETH Vault at Coinbase to my ETH Wallet. I received an email requesting my confirmation/approval of the transaction, which I gave. At that point, the transaction entered a " 48 hour '' waiting period. At the same time, had that transaction been conducted at the 49th hour of the initial withdrawal, the value at that time was about {$820.00} ( down {$14.00} ). If Coinbase maintains that I did not approve the transaction and have my identity verified until XXXX XXXX on THUR XX/XX/XXXX ( the date/time I received an " identity verified '' email from Coinbase ), then the value of the ETH Vault at that time was {$890.00} ( up {$55.00} ). On the XXXX of XXXX and on the XXXX of XXXX, after going through their abysmal Chat Bot and Support pages, I emailed Coinbase using their email function online to ask why my money is in limbo. I received a response in a separate bank transfer yesterday at XXXX XXXX via email ( which I immediately withdrew back out of Coinbase and it is not " due '' to hit my bank until the XXXX of XXXX per Coinbase 's terms ), but NOTHING on this ETH Vault to ETH Wallet transfer yet. As it stands at XXXX XXXX on XX/XX/XXXX ( the date and time of my latest screenshot for proof - attached ), the transfer has still not been approved, and the " value '' now showing has dropped to {$590.00} for XXXX ETH, an artificial or forced loss of {$250.00}.
Company Response:
State: VA
Zip: 20165
Submitted Via: Web
Date Sent: 2018-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A