Date Received: 2018-01-13
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XXXX XXXX, XXXX at XXXX XXXX, I transferred my funds from XXXX to Coinbase in the amount of {$830.00} in which the funds were never credited towards my Coinbase account. The status from my XXXX accounts says its been confirmed and sent to Coinbase, however Ive never received the funds in my Coinbase account. The address that was used from to send the funds from XXXX to Coinbase is : XXXX. Ive reached out to both XXXX and Coinbase about this issue multiple times and both companies are telling me to contact the other company because theres nothing that they can do about this situation. Ive attempted to call Coinbase in which I was kept on hold for 2 hours with no response from anyone, along with submitting a claim with their support team in which Ive not yet heard any type of response yet. I have screen shots of the transaction and the multiple complaints Ive made with both companies.
Company Response:
State: VA
Zip: 23323
Submitted Via: Web
Date Sent: 2018-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-13
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XXXX XXXX, I sold XXXX BTC for {$15000.00} on the XXXX cryptocurrency exchange. I then selected to have this money sent to my bank account using ACH. It was to take 3 to 5 business days or 10 total days. It never reached my bank account and there is no trace of it in the XXXX logs. I openned two tickets and have followed up with XXXX most days on this issue. I have called three times to follow up on this issue. Each time they say a specialist is researching it and they will get back to me. I never hear anything. I would like to have my money refunded to me. My XXXX case number is XXXX.
Company Response:
State: DC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-13
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I 've had an account with Coinbase for many years. I have been fully verified for a long time with an account withdraw limit of {$100000.00} per week. Suddenly, on XXXX XXXX, I was no longer able to transfer from my cash balance to my bank. Specifically the error message says " Before you are able to complete this withdraw, you must provide additional information ''. Coinbase already has my passport, DL, SS, address, phone number, linked bank account, etc. and my account is fully verified. I tried reloading my Passport and then my DL. Even though I 'm fully verified, Coinbase 's automated system is requiring additional information, yet rejecting all the additional information I submit. I 've written daily since XXXX XXXX and somehow managed to get 2 different case numbers ( XXXX & XXXX ). Despite my 12 messages directly to Coinbase 's customer support, I 've gotten no reply. I also reached out to Coinbase via XXXX with 4 more messages several days ago. As did my wife with 2 more messages 2 days ago. There 's been no reply. I would like to be able to withdraw my money.
Company Response:
State: IN
Zip: 478XX
Submitted Via: Web
Date Sent: 2018-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-15
Issue: Fraud or scam
Subissue:
Consumer Complaint: 1. On XXXX XXXX XXXX I transferred XXXX Euros into my Coinbase account from my normal XXXX XXXX account. Here is the reference from my bank account in pounds ( GBP ) : XXXX XXXX COINBASE 2. On XXXX XXXX XXXX I received this message : We appreciate your interest in Coinbase! However, we 're unable to process your recent deposit for XXXX EUR sent on XXXX because : Unfortunately, a further review has determined that we are unable to clear your account 's ability to receive deposits at this time. If you believe this is an error or have further information please contact us at XXXXXXXXXXXX These funds will be returned back to the sending bank within XXXX business days. 3. I contacted Coinbase via an online form as follows to query this and ask for my funds to either be credited or returned : XXXX XXXX XXXX Case # XXXX. XXXX XXXX XXXX Case # XXXX. XXXX XXXX Case # XXXX. XXXX XXXX Case # XXXX. No action was taken by Coinbase regarding any of these support requests. Coinbase still have my XXXX Euros today and this has in effect been taken since XXXX XXXX XXXX. 4. On XXXX XXXX I got an email from Coinbase : Hi there, Thanks for reaching out. 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. Regards, XXXX 5. I heard nothing further after this despite chasing Coinbase, so in early XXXX I decided to phone Coinbase. 6. I couldnt find Coinbase 's phone number on their website it was not obviously made available. 7. In desperation I googled for Coinbase Phone Support and it came up with the number XXXX XXXX 8. I of course now realise this was bogus. 9. I called this number on XXXX XXXX XXXX and a very helpful guy who I thought was on your support desk said he would credit my XXXX Euros XXXX. I was so relieved I let my guard down and was cleverly scammed. 11. He asked me to open a browser and a piece of software was downloaded. 12. He said that they had to synchronise various accounts to fix the issue. 13. 4 Bitcoins as well as 3 Litecoins and XXXX Ethereum were all moved to wallets that werent mine while my PC screen was black. 14. He also withdrew XXXX from my XXXX XXXX account and stole that too. 15. The value was about XXXX USD at the time as far as I remember. 16. I didnt realise what was going on until it was too late. 17. I called Coinbase 's real helpdesk this same day after locating the correct Coinbase number and the agent locked the account. I received this email : Hi there, Thanks for reaching out. 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. 18. I heard nothing further you can imagine how desperate I was to discuss a major security breach with Coinbase. 19. On XXXX XXXX XXXX I reported the Crime to the XXXX police Crime Reference Number : XXXX 20. I sent this email to Coinbase : Sent : 13 XXXX XXXX XXXX On XXXX XXXX, XXXX at XXXX XXXX wrote : I have heard nothing. I have had 4 bitcoins and other coins and XXXX stolen. This was due to dialling a false Coinbase support number XXXX. I also have an outstanding query from XXXX relating to XXXX that I paid in to Coinbase, was rejected, and Ive never had returned. Please contact me as a matter of urgency on these two matters. 21. No reply from Coinbase. 22. I then recently raised Case # XXXX with Coinbase. No reply. So there are three major issues outstanding : 1. Coinbase have taken XXXX Euros. Coinbase wont credit it or return it. This has gone on for XXXX months so far. 2. Coinbase 's dreadful support led to the loss of a lot of money and I feel Coinbase are partially responsible. 3. I feel emotionally scarred and very let down. Thank you.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-15
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I no longer have access to my account as its been 'temporarily disabled ' by Coinbase following a number of incorrect password attempts. I 've contacted Coinbase on the XXXX XXXX 2017 ( support case : XXXX ) asking them to re-enable my account to manage my wallet. I did n't receive a response, even after a chasing email. I raised another case ( XXXX ) since and received a generic response linking me to a guide to reset my password, which is unrelated to my issue ( I did perform a password reset in case this was the resolution, however it was not ). I replied to this email with screenshots of the 'temporarily disabled, please contact support ' message, but still have not received a response. Until Coinbase unlock my account, giving me access once again, I can not access any funds in my wallet.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-15
Issue: Other service problem
Subissue:
Consumer Complaint: Between XX/XX/XXXX and XX/XX/XXXX I sold roughly {$600000.00} worth of Bitcoin on Coinbase 's exchange XXXX. Anticipating the sale, I previously requested to raise my daily withdrawal limit on XX/XX/XXXX. Since that support request I have received no communication on my request and it is in turn causing me significant complications in my life not to have access to MY money. Coinbase has clear directions not to submit a duplicate support ticket for the same issue, however I did reach out to a representative that is active on XXXX to see if he could look into my issue but there was no return communication. Their support line is impossible to get through on as well. I feel that I have exhausted my options from an unresponsive company. Coinbase is effectively holding my money hostage as a XXXX interest loan. I bought a house in cash with a closing date on XX/XX/XXXX and I am forced to take out a loan in order to pay for my house now resulting in unnecessary interest fees. Furthermore estimated taxes are due on XX/XX/XXXX and I will be unable to pay the full amount most likely resulting in penalty fees. Both of these things are putting economic strain on my life. I 've been a customer of Coinbase since XX/XX/XXXX and I 've submitted all proper documentation, I 've also been a consistent customer establishing a known banking relationship with them. It is absolutely unacceptable that they are not responding to my support request and furthermore that they are even legally able to hold money hostage like they are.
Company Response:
State: IN
Zip: 46203
Submitted Via: Web
Date Sent: 2018-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-14
Issue: Money was not available when promised
Subissue:
Consumer Complaint: on XX/XX/XXXX at about XXXX est, there was a bitcoin sent from a third party to a bitcoin address i provided. the transaction has been confirmed on blockchain and three weeks later coinbase has still not deposited said monies to my coinbase wallet. i sent several emails to coinbase asking where funds were. the first two responses were computer generated and referred me back to their website. after sending the third email on saturdayXX/XX/XXXX, i received an email stating as follows : " Hi there, Thanks for reaching out. 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. '' their customer support site had a message up that stated they were experiencing delays since mid XXXX. however, today that message simply says that the only delays are involving id document verification. this would have me believe that previous delays were handled. however, i checked my account today and my deposit still does not appear.
Company Response:
State: GA
Zip: 30134
Submitted Via: Web
Date Sent: 2018-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-14
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I sent a Bitcoin transfer from XXXX to XXXX at XXXX XXXX - XX/XX/XXXX XXXX. As of XXXX XXXX. The transfer has still not gone through. XXXX still does not show the XXXX transaction hash ( the hash shows for previous transfers ) and the XXXX is nowhere to be seen on either of my accounts. The transfer was for XXXX1 XXXX. I contacted XXXX customer support one week after the transfer and have still not heard back from them.
Company Response:
State: CA
Zip: 94107
Submitted Via: Web
Date Sent: 2018-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-15
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/17 I submitted a support request asking for access to the 20 BTC in my vault. The substance of the request related to changing my secondary email, which would be necessary to access my BTC. Over the next few days I received a number of automated responses indicating there was no solution to this fairly straightforward issue, making my money inaccessible. Over the last two weeks I have sent a number of emails to coinbase requesting attention to my case as it involves a substantial amount of money. So far I have not received any response indicating that there exists any sort of support for existing coinbase customers. I do understand that coinbase continues to sign up new accounts, so it appears resources are only being spent on increasing revenue, at the expense of serious issues facing existing users.
Company Response:
State: PA
Zip: 15317
Submitted Via: Web
Date Sent: 2018-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-14
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: I initiated a {$500.00} bank transfer from my savings account to XXXX trading exchange. This is something I had done successfully before multiple times with amounts smaller and larger. I submitted this request on XX/XX/XXXX. 2 weeks time passed, which is much longer than advertised to clear, and I still had not seen my deposit. However, an additional {$500.00} charge was made on my bank account to coinbase. So a total of {$1000.00} was now charged to my bank, {$500.00} of which I initiated, yet I had not seen anything deposited. I call Coinbase to get clarification on what is going on. I XXXX the issue, others reported similar stories of being charged twice for a transfer, most of which never got resolved. The ones that did get resolved said they had to file a claim on this website, which is why I am here doing this now. So I call Coinbase and the woman on the phone tells me it is mandatory to freeze my account, making me unable to log in and access my funds or crypto currency until this is fixed. I have been given zero information on when this will be fixed, but I suspect it will not be addressed until a larger coorporation, such as yourself, applies pressure to Coinbase to fix the issue. I would provide screenshots of my Coinbase charges on Coinbase.com, but since my account was disabled temporarily until this is fixed - I ca n't access that info. At this point, I just want my initial {$500.00} deposit returned to my bank account, and for the accidental double charge to be removed. Then I plan to cut all ties with Coinbase and move on. Please help me get my money back and figure this out - I am at a loss of what to do. Thank you very much for your time and effort in fixing my problem. All the best **The screenshot uploaded shows 3 seperate {$500.00} transactions from my Savings Account sent to Coinbase. 2 of which are valid. One was a transfer initiated to their partner site, XXXX, which I never receieved, another was a {$500.00} purchase of the cryptocurrency Ethereum, but one of them was an accidental double charge that I never initiated.
Company Response:
State: OR
Zip: 97203
Submitted Via: Web
Date Sent: 2018-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A