Date Received: 2018-01-14
Issue: Other service problem
Subissue:
Consumer Complaint: In short I 'm locked out of my Coinbase account and I 've tried many things to re-gain access to it. Here 's the context : On XX/XX/XXXX, I broke my cell phone. On XX/XX/XXXX, I purchased a new cell phone. And activated it with the same phone number as the previous, now broken, phone. This phone number is also the one tied to my Coinbase account. On XX/XX/XXXX, I tried to login to my Coinbase account. But I learned I was locked out my account because I lost access to my XXXX 2factor authenticator app due to the broken phone. Meaning, I still have my Coinbase password, but I no longer have 2fa codes needed for 2factor authentication because the XXXX authenticator app codes were on the broken phone. Coinbase offers an Account Recovery Process for such a scenario, i.e., when you do n't have access to your 2fa codes. The Recovery Process requires entering your phone number in order to receive Verification code via SMS, which in turn allows you to proceed to further steps like uploading your ID. There seems to be a glitch in the Coinbase Account Recovery Process because I do n't receive the SMS Verification code in order to proceed to the later steps. I tried the Coinbase Account Recovery Process several times, in different browsers and after clearing my browsing history and cache. And nothing I did worked. I still do n't receive the SMS verification code and I can confirm that I rcan eceive SMS messages from many other sources. The problem is on Coinbase 's end. On XX/XX/XXXX, I submitted a Support request. And I received an automated response email from Coinbase in return. On XX/XX/XXXX, I then received a follow-up note from a Coinbase representative. And the representative 's note showed a complete lack of digging into my issue because it did n't speak to my specific problem, but rather general talking points. On XX/XX/XXXX, I responded and reiterated what the exact problem was ( of not receiving the SMS verification code ). On XX/XX/XXXX, I called Coinbase 's Support telephone number two times. In total I waited over 2 hours without ever having spoken with a human agent. On XX/XX/XXXX, I emailed the Coinbase Support in the email thread and notified the representative that I could n't get through to a human agent. And soon thereafter, I received email from the Support rep saying : " 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. '' It 's now XX/XX/XXXXover a week of being locked out of my accountand my issue is still unresolved. In the interim, I 've reached out to XXXX XXXX on XXXX, I 've continued to try to communicate with the Support representative in the email thread but I have n't received any updates, and I 've sent a separate email to the CEO, XXXX XXXX. Which means I 'm still locked out of my Coinbase account and thus can not access my money. And I 'm feeling helpless.
Company Response:
State: NJ
Zip: 07712
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: Unexpected or other fees
Subissue:
Consumer Complaint: The company coinbase charged my {$16.00} to send {$2.00} to my friend. There was no transparency on the fee being {$14.00} prior to the transaction. That 's unreasonably excessive. I ca n't cancel the transaction either! It 's not fair to charge me way more than what I sent and charging me without my authorization.
Company Response:
State: DC
Zip: 20009
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: Fraud or scam
Subissue:
Consumer Complaint: I sent a $ XXXX wire transfer to my Coinbase account on XX/XX/XXXX. It was sent from a brokerage account that I own on XXXX ( wired through XXXX XXXX XXXX ). I got an email from Coinbase on XX/XX/XXXX informing me that my wire had been reversed because there was a mismatch. Its been more than a month and my funds have not been sent back to my account with XXXX. I have contacted Coinbases customer service 4 times ( on the mail and on the phone ). I have mostly received automated emails back that dont address my problem. I have also contacted Coinbases clearing bank, XXXX XXXX, to inquire about my transfer but they pointed out that Coinbase is in possesion of my funds and have not sent them back. On XX/XX/XXXX, I spoke to a representative from Coinbase on the phone. She said my case would be transfered to an specialist with the highest priority and that they would follow up with me soon. So far, I have not heard from an specialist and have not received my funds back.
Company Response:
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2018-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-13
Issue: Money was not available when promised
Subissue:
Consumer Complaint: on the XX/XX/XXXX, XXXX was paid out of my account to the account to Coinbase exchange. These international payments can take up to 3 days but it has now been 9 for me so I can only assume it has been lost. Previously Coinbase had a section by which a complaint could be lodged, now unfortunately clicking on any link/page of this nature reroutes you to the starting page or their automated bot only. The payment made to coinbase : the euro equivalent of XXXX GBP on XX/XX/XXXX Reference Number XXXX Recipient 's IBAN XXXX Recipient Name Coinbase XXXX, XXXX. Bank Country XXXX Bank Name XXXX XXXX XXXX Bank Address XXXX XXXX XXXX, XXXX XXXX, XXXX Recipient Address XXXX XXXX, XXXX XXXX, XXXX, XXXX XXXX, XXXX XXXX XXXX / XXXX XXXX Paid from my account : XXXX XXXX XXXX XXXX XXXX SORT CODE : XXXX ACCOUNT NUMBER : XXXX IBAN : XXXX BIC : XXXX
Company Response:
State:
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: On XXXX XXXX I opened an account with coin base. I transferred XXXX worth of Bitcoin to Coin base which it received and confirmed receipt on my account dash board. The transaction has been listed as pending ever since. The pending is highlighted so that you can search the transaction on XXXX. It originally showed my transaction but is no longer showing it. I have exhausted myself trying to contact coin base, which has no phone support. You can only email them and I have with no response. The bitcoin transaction has a low but acceptable miners fee so I do not see what the hold up is. It feels as if I will never get my money. Help me get my money. Thank you.
Company Response:
State: CA
Zip: 94565
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: Other transaction problem
Subissue:
Consumer Complaint: I opened an account with coinbase.Com and XXXX XXXX XXXX XXXX is owned by coinbase. I believe I opened the account in XXXX or early XXXX, I wired XXXX XXXX dollars in XXXX transactions. With that I purchased XXXX bit coins, XXXX etheric and approximately XXXX light coins. That was on XXXX XXXX I first purchased XXXX bit coin and XXXX or XXXX light coin on coinbase I than sent another XXXX to XXXX XXXX wired to finish my purchases of which I still have approximately XXXX or XXXX in us dollars still availible in my XXXX XXXX account. On XXXX XXXX XXXX I tried going on to my accounts and it said contact coinbase something expired. I called the so called support and confirmed my account was frozen, with no explaination I was told I 'd be contacted by support by email, nothing came so I again called and go the same runaround support will contact me. So today XXXX XXXX XXXX I called again and was told the more I call the longer I will wait. I also received XXXX bit cash coins as bit coin split, my account value as of today is Approximately bit coin XXXX Ethereum. XXXX Light coin. XXXX Bit cash. XXXX Grand total. XXXX us dollar value I so annoyed I ca n't trade no explanation I 'm missing out on fluctuations
Company Response:
State: NJ
Zip: 088XX
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 wired out {$22000.00} on XX/XX/2017 from my XXXX account. But it still doesnt show in my XXXX USD Account. I spent plenty of time to contact them by email and calling. But no answer yet. Please help me out what I checked from my bank is it has already been deposited in their bank, please refer to the XXXX # that I got from my bank
Company Response:
State: CA
Zip: 95032
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: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXX, I started a transfer for XXXX $ to my coinbase account from my business account at XXXX XXXX XXXX. I got an email saying the transaction had failed because I did n't have enough funds in my bank account. The email did n't mention it would automatically retry payment. So I just left it because by that time I changed my mind. Then on the XX/XX/XXXX I see XXXX $ has been taken from my bank account by coinbase which I did n't initiate it at all. Those funds have not been transferred to my coinbase or XXXX ( same company ) account since then for me to send it back to my bank account. For the longest time there was n't an option to email XXXX because it kept saying that they are backlogged and when I finally was able to, I have n't received a response. I tried calling them and no one has answered. It seems a lot of people are having problems like this with this company.
Company Response:
State: WA
Zip: 98031
Submitted Via: Web
Date Sent: 2018-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-12
Issue: Other transaction problem
Subissue:
Consumer Complaint: I wired {$20000.00} to XXXX with no errors and included the accurate Recipient Instructions/Message number on XX/XX/XXXX. The wire was initiated same-day ( was informed it would be deposited same day ). After two days still had not received a deposit and reached out to XXXX message support form for assistance with a detailed PDF including the Federal Reference Number, Bank Reference Number, etc. After a couple days called the Coinbasewires number and XXXX XXXX, but unable to get ahold of anyone. On XX/XX/XXXX after seven days of no XXXX response, I requested a wire reversal from my bank. I reached out to my bank on XX/XX/XXXX, and was informed my bank is still waiting for the reversal to initiate from XXXX XXXX, i.e., CoinBase, Inc. bank. I have sent another message to the XXXX support group. But unable to get ahold of anybody. Case ID # XXXX
Company Response:
State: NY
Zip: 10003
Submitted Via: Web
Date Sent: 2018-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-12
Issue: Other service problem
Subissue:
Consumer Complaint: Hi, My account is blocked due to identity verification which not allows me to sell or buy any virtual currency. I can not do anything on my account on coinbase since it keeps asking me to verify my identification. I already submitted my driver license and it got accepted. However, coinbase still requires me to complete the personal information which I had tried to complete with my information but it kept saying that " could n't verify my account, try again in the next 24 hours ''. Also, the quiz question made no sense and not related with me. For example, the quiz gave me a list of cities and asked me what city that had XXXX XXXX How do I suppose to know what city has XXXX XXXX? And why coinbase used this kind of question to verify my identification when there was nothing relate with me. And since coinbase kept asking me to try again in the next 24 hours ; in another word, coinbase locked me from performing any activities on my account, including but not limited to, selling, buying, withdrawing, etc. I currently have {$6500.00} in the account and all I want is my money back. I do n't want to do business with Coinbase anymore. Please help me! {$6500.00} is a big money for me, I just want my money to pay for my tuition fee.
Company Response:
State: IA
Zip: 528XX
Submitted Via: Web
Date Sent: 2018-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A