Date Received: 2018-01-12
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/XXXX I sent XXXX BTC to my coinbase.com account and it showed up as a confirmed transaction in my coinbase account and on the XXXX XXXX, but coinbase has not updated my account balance so I ca n't withdraw my funds. I also bought XXXX Bitcoin on XX/XX/XXXX and held through XX/XX/XXXX and did not receive my Bitcoin Cash Transaction : XX/XX/XXXX I contacted Coinbase customer service XX/XX/XXXX and have n't heard back. I reached out to a Coinbase XXXX support team member on XX/XX/XXXX no response. I contacted coinbase on twitter XXXX and XXXX and still heard nothing. CASE ID : XXXX
Company Response:
State: NY
Zip: 10019
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: Money was not available when promised
Subissue:
Consumer Complaint: XXXX = I opened a Coinbase account in order to buy XXXX, so that I can later transfer my XXXX to another platform and use it to buy XXXX. I transferred XXXX $ to my Coinbase account and bought XXXX for XXXX XXXX Made the transfer to my wallet in XXXX. XX/XX/XXXX still no money. Waited 3 days for the transfer to complete and even though it says on Coinbase " completed '', when I click on the address of my transfer I receive a message " error 404 ''. XX/XX/XXXX - I waited 1 week for the money to supposedly reach my wallet in XXXX. XXXX is not responding at all to my queries. The last time I had my money they were in Coinbase 's possession - now they are missing. None of the platforms replies. I reached out twice to Coinbase support email, received only an automatically generated email. Nothing about my missing money.
Company Response:
State: FL
Zip: 336XX
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: Fraud or scam
Subissue:
Consumer Complaint: I signed up for Coinbase, thinking that it would be a good idea to start investing in stocks and cryptocurrency was mentioned by many people suggesting that I and others should start investing. I went ahead and signed up for Coinbase at the end of XX/XX/XXXX. On XX/XX/XXXX I invested small amounts, XXXX totaling in {$20.00}, XXXX totaling in {$10.00}, XXXX totaling in {$15.00} ( one {$5.00} was on XX/XX/XXXX and the other 2 were XX/XX/XXXX ) and XXXX totaling in {$10.00}. I let the money sit and I had planned on keeping the money in those accounts to hopefully grow, but I had run into some personal life situations to where I need money to keep afloat, granted I do n't have much invested but anything is better than nothing. On XX/XX/XXXX I proceeded to withdraw the money I had in all 4 accounts to put into my XXXX XXXX, which totaled out to be {$40.00} after they took out fees. I withdrew {$14.00} in XXXX, {$6.00} in XXXX, {$13.00} in XXXX and {$6.00} in XXXX. Afterwards, I went to withdraw the money to my bank. At first it showed my debit card, but it would not let me click it to withdraw into my bank. I look for my bank in the options, it is nowhere to be found. My bank does not have an XXXX number, and I have sent in a request as well to get my money back but it seems like they just scammed and stole my money and I want MY money back.
Company Response:
State: FL
Zip: 33626
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: Money was not available when promised
Subissue:
Consumer Complaint: On XXXX XXXX XXXX, I sold executed a sell order for XXXX Litecoin ( LTC ) from my account with Coinbase. The sell order was for a USD equivalent of {$1500.00} which was to be deposited via wire into my verified, personal bank account connected. The sell order status ( and associated wire ) are both reflected as 'completed ' on Coinbase, however ; I have not received the USD funds in either of my Coinbase or personal bank account. After checking with my personal bank to determine whether they may have rejected a wire and confirming that no wires were received, I submitted a support case to Coinbase on XXXX XXXX XXXX. The support case went unanswered for 17 days until on XXXX XXXX XXXX I received a message saying that the issue had been investigated and was being addressed, but without any details on the timeline for resolution. As of today, XXXX XXXX XXXX I have yet to receive the funds or any follow-up message regarding the path or timeline to resolution. My understanding is that Coinbase is a U.S. based entity with approval to operate under the oversight of state and federal regulators. With this being the case, I expect that customer support be sufficient to handle errors and resolve inquiries much faster than the nearly 30 days that this issue has remained outstanding ( and open within the Coinbase case system ).
Company Response:
State: NJ
Zip: 07302
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: Fraud or scam
Subissue:
Consumer Complaint: On XXXX XXXX, XXXX I initiated a bank wire transfer for {$10000.00} USD from my Coinbase USD account balance to my personal bank account at XXXX XXXX which is linked to my Coinbase account. Coinbase referenced this transaction as # XXXX further known as Transfer ID : XXXX. The wire was supposed to complete within 48 hours and as of today, XXXX XXXX, XXXX The funds have not reached my bank account and Coinbase did not re-deposit the un-wired funds back into my Coinbase account either. I placed an internet support request on XXXX/XXXX/XXXX because Coinbase does not have live customer service agents to help with fund transfer issues and was given Case # XXXX. After more than a week with no response I placed another support request with Coinbase on XXXX/XXXX/XXXX and was given case # XXXX and as of today ( XXXX/XXXX/XXXX ) there has been no response from Coinbase. At this point they have apparently stolen my {$10000.00} US and I want it returned immediately.
Company Response:
State: CA
Zip: 92591
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 transaction problem
Subissue:
Consumer Complaint: I transferred approximately XXXX LTC from XXXX ( Coinbase 's exchange ) after a somewhat glitchy " submit '' button was presented on screen, noting that I 've made too many transactions within the hour, despite only making one other withdrawal. My account is verified as well, so this was odd. Eventually after trying 3 or 4 times, the transfer said " submitted ''. This was XX/XX/XXXX. Around 13 days later ( XX/XX/XXXX ), I have still yet to receive the XXXX LTC from my XXXX account to my Binance account. On the Coinbase site, if you send any crypto from XXXX to another place, say a wallet or another exchange, there are two transaction notifications. One says " Transferred X '' and the other says " Sent X '', where X is the cryptocurrency. On this transaction, unlike the others, it just has " Transferred X ''. The certificate on the site was valid, and I always read aloud and double check the addresses to make sure they are correct. All this causes me to believe that Coinbase still contains my LTC ( worth ~ {$50.00} ). I 've sent support tickets and called, but no response has been made and I would like my money back. I am Case # XXXX.
Company Response:
State: CA
Zip: 95616
Submitted Via: Web
Date Sent: 2018-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-11
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XXXX/XXXX/XXXX I sent a wire transfer of {$4000.00} to Coinbase Inc. As of today XXXX/XXXX/XXXX my money still has not been allocated to my account. I have contacted Coinbase on a daily basis only to receive no update or information. I have had a case created and escalated 10 times to be told there is a hold on my account. No employee can tell me what the hold is for or where my {$4000.00} is. I have verified my account 10 times and am not able to get an answer on where my wire is or when my funds will be available. I am not able to get any answers and need help!
Company Response:
State: FL
Zip: 33442
Submitted Via: Web
Date Sent: 2018-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-11
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XXXX XXXX, I purchased {$500.00} worth of bitcoin on Coinbase 's app with my XXXX credit card, but the the coin did not come through. On XXXX XXXX they sent me an email saying : " On XXXX XXXX, XXXX, you ordered XXXX BTC via your payment method for {$500.00} USD. Unfortunately your transaction has been canceled by our banking partner. If your payment method was charged, you will receive a full refund as quickly as possible. If you have any questions, please contact our customer support team. We apologize for any inconvenience! '' I have emailed them a couple times since then and they have been unresponsive.
Company Response:
State: CA
Zip: 95833
Submitted Via: Web
Date Sent: 2018-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-11
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I wired {$10000.00} to Coinbase on XXXX/XXXX/XXXX. I have been told to have patience that the money will be in my account. Then on XXXX XXXX XXXX they emailed me to tell me they found my money but that I needed to verify my identity. I verified my identity no less then 10 times and every time I call to get resolution I am either hung up on or told to have patience that they will get to it soon.
Company Response:
State: FL
Zip: 33442
Submitted Via: Web
Date Sent: 2018-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-10
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/XXXX Coinbase.com ( US-based digital currency platform company ) credited me with inaccurate ( insufficient ) Bitcoin Cash balance. I opened a case with Coinbase Support on XX/XX/XXXX and has n't received any non-automate response since. Despite the fact that case was clearly non-resolved the case got closed without any message. Background : According to Coinbase.com Bitcoin Cash policy all customers who held a Bitcoin balance on Coinbase on XXXX XXXX, XX/XX/XXXX should receive equal balance of Bitcoin Cash. This was communicated on Coinbase Blog ( url # 1 ) and now is stated on Coinbase FAQ ( url # 2 ), links provided below. # 1. Coinbase blog post regarding Bitcoin Cash : https : //blog.coinbase.comXXXX # 2. Coinbase FAQ regarding Bitcoin Cash : https : //support.coinbase.comXXXX Here are exact excerpts from Coinbase FAQ : Excerpt 1 : " How can I trust that Coinbase knows the exact amount of Bitcoin Cash that was in my account at the time of the fork? At the time of the fork, we duplicated the current balance of all Coinbase customer accounts. Customers can download a copy of their transaction history to see a running log of their balance for each Bitcoin wallet. '' Excerpt 2 : " If my Bitcoin was in my Coinbase Vault at the time of the fork, will I still receive my BCH? Yes, you will still receive your Bitcoin Cash funds. All BCH will be credited to a single BCH wallet in your Coinbase account. '' As instructed in excerpt 1, I downloaded my transaction history for both Bitcoin Wallet and Bitcoin Vault. They both confirm that my Bitcoin Cash balance is inacurrate. The missing amount equals to BTC balance held in Vault, but as stated in Coinbase Bitcoin Cash FAQ ( excerpt 2 ) this should not matter where BTC were held. I can provide transaction history reports generated via Coinbase reports tool ( as instructed by Coinbase FAQ ) for my account that confirm that my Bitcoin Cash balance does n't reflect my Bitcoin balance held in Wallet and Vault on Coinbase on XX/XX/XXXX.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A