Date Received: 2018-01-10
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I have had a Coinbase/XXXX account for approximately 8 months now, as of XX/XX/XXXX my XXXX account was locked with the message " Attention required! Trading functionality has been temporarily suspended on your XXXX account. In order to restore trading functionality, please contact XXXX " when i reached out to support via email or phone all i am being told is that a specialist has to unlock my account but no one can tell me exactly when that would be. I have read reddit and see i am not the only one having this problem, some people claiming to be waiting upwards of 60 days. I had asked for them to write me a check for the amount owed to me which is around {$6900.00}, I do n't have the exact amount due to not having access to my account. But was told nothing could be done till the specialist unlocked my account. Its going on a month that i am unable to withdraw my funds, i would think it would be borderline illegal to be doing so. Without making a valid attempt to retrieve my account and get my assets back into my possession! Please help
Company Response:
State: TX
Zip: 77498
Submitted Via: Web
Date Sent: 2018-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-10
Issue: Problem adding money
Subissue:
Consumer Complaint: I accidentally put in an incorrect reference number when i was making an international payment to coinbase for my account, and I have contacted my bank XXXX who have not been able to tell what has happened, only that they are not able to trace the money as coinbase now have it in their system. Coinbase have absolutely no customer service and it is disgraceful, they should not be allowed to operate as the no1 cryptocurrency investment site. I have tried to message their support team on the website providing all my details, I had my bank amend the transaction so the correct reference number was added to the payment but I have heard nothing from coinbase, and I have not been told there has been any interaction between coinbase and XXXX. How can a site as big as coinbase is now not have a telephone service running which I can call? It is shocking and have never experienced anything like this. I simply want my money to be placed into my account and to have some interaction with coinbase as they are leaving others like me in the dark as I am not the only one to have issues with their customer service.
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
Date Received: 2018-01-10
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX I started an ACH transfer through the Coinabse websitein the amount of {$1000.00}. I received an email from Coinbase the following day acknowledging the transfer was initiated and that they received my money ( see upload for screenshot ). It also appeared as pending on my transaction history on XX/XX/XXXX. But as of XX/XX/XXXX the money has never shown up in my Coinbase or XXXX accounts ( XXXX Is their sister site that works together with the main Coinbase site ). But even more alarmingly the transaction has mysteriously disappeared from my transaction history on Coinbase and XXXX as if it never took place. It is very scary to see the record of my money transfer disappear from their website. I did some research online and discovered there has been dozens if not hundreds of complaints on various online forums regarding Coinbase customers who have never received their funds weeks or months after sending it. You can see for yourself by doing a XXXX search for Coinbase scam or Coinbase fraud. I wish I knew about the history of this company beforehand I would have never done business with them. Here is a copy of the email they sent me on XX/XX/XXXX acknowledging the ACH transfer and receipt of {$1000.00}. So I do have the email record of the transaction but when logged into their website there is longer any record of it. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Hi XXXX XXXX, OnWednesday XX/XX/XXXX you authorized Coinbase to fund your Stored Value Account with {$1000.00} from your linked bank account. We have debited your linked bank account accordingly. Deposit reference : XXXX Within 2-4 business days, these funds should be available in your XXXX balance. Coinbase does not charge a fee for this transaction. It is the policy of Coinbase, Inc. not to refund its fees for completed transactions unless otherwise required by law. You may withdraw funds from your Stored Valued Account at any time. A bank transfer fee up to {$0.00} may apply to this transaction. For customer service inquiries, please contact customer support. Please include your reference code XXXX. Coinbase, Inc., XXXX XXXX XXXX, # XXXX, XXXX XXXX, CA XXXX, ( XXXX ) XXXX. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- According to the Coinbase email the ACH transfer should appear in my XXXX balance within 2-4 business days. It has been longer than that but my USD balance in XXXX still shows XXXX as of today XX/XX/XXXX. My bank transaction history does in fact show a transfer from my checking account to Coinbase on XX/XX/XXXX as follows : XX/XX/XXXX COINBASE.COM/BTC ID : XXXX CO : COINBASE.COM/BTC {$1000.00} I am desperate right now to recover my money as I can not afford to lose it please help. According to their website Coinbase is insured by the FDIC which is why I felt comfortable doing business with them in the first place and heard a lot of good things about them. They are probably the most well-known bitcoin exchange in the world but after doing some deeper digging I have discovered they are far from reputable. Before Coinbase the biggest most well-known bitcoin exchange was XXXX XXXX which has gone bankrupt and disappeared along with XXXX of dollars of their customers money. If I had known about the rather shady history of the crypto world I would have never put any money into it. Coinbase took my money but never funded my account. Please help me get it back. They even when as far as to scrub all record of the transaction from both of their websites. This to me is a clear case of fraud. I have called and emailed them several times but they never reply. If you have any questions or require more information please do not hesitate to contact me. I have provided my email and phone number and uploaded supporting information. Thank you so much.
Company Response:
State: CA
Zip: 92843
Submitted Via: Web
Date Sent: 2018-01-10
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 purchased Ethereum and Litecoin ( cryptocurrency ) and sold them on XX/XX/XXXX on Coinbase with the proceeds ( cash ) to be wired to my verified bank account. The system stated the wire would be sent by XX/XX/XXXX. The money never arrived. Coinbase posted a generic message stating backlog of transfers due to high volume, will take 7-10 business days. They posted that the wired was completed on XX/XX/XXXX, yet as of XX/XX/XXXX I still have not received any money. I tried contacting them by phone but ca n't get a real person. I used their support page on the website but just get automated response. I submitted a support ticket but no response. The wire reference numbers are XXXX and XXXX
Company Response:
State: GA
Zip: 30082
Submitted Via: Web
Date Sent: 2018-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-09
Issue: Other transaction problem
Subissue:
Consumer Complaint: I purchased XXXX BTC From coinbase.org on XX/XX/XXXX. I went to check my account on XX/XX/XXXX and because I no longer have access to the cell phone number I originally signed up with, I cant access my account. I reached out to their support and they have not come back with a response. Last response received was XX/XX/XXXX Hi there, Thanks for contacting us on this, Im sorry for the account setup difficulty! Our ID verification partner may be having some difficulty verifying the information on your account. Ive reached out to them for help with a resolution on this issue. Ill get back to you as soon as I have an update. If everything checks out your account will be ready to go. Thanks for your patience in the meantime! I followed up at least 3 times since then but have not received a response. Please help!
Company Response:
State: FL
Zip: 33606
Submitted Via: Web
Date Sent: 2018-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-09
Issue: Money was not available when promised
Subissue:
Consumer Complaint: COINBASE Authentication Failures : I have been unable to access my Coinbase account for nearly a month due to issues with their Two-Factor Authentication ( 2FA ) System. Prior to this, I had an active account for nearly two years and had no problems with conducting many transactions. Coinbase is now effectively holding my money, without authorization, and has provided no method for resolving the problem. I contacted Coinbase Customer Support on XX/XX/2018 and after 53 minutes on hold, I was connected to " XXXX ''. I was told that I had to use an automated system to reset my authentication. I explained many times why this could not work for me. I escalated to a Supervisor, " XXXX '', who after nearly 30 minutes of work agreed to escalate my issue in their queue. She provided no accountability, and all I have received so far is a copy of an internal e-mail that she sent to their escalation queue. I asked many times about how to contact them again to follow-up, as I was certain that this problem would not be resolved in a timely manner. I spent a total of 93 minutes on the phone, and was told that there was nothing else that they could do. It was clear that they expected me to give up on the issue entirely, though I refused to accept that as a " resolution ''. This problem is extremely widespread based on hundreds of posts online, and I have been informed that the current queue of lockout requests is in excess of 76,000 requests! I have no confidence that I will EVER be able to access my account, as this issue started nearly a month ago. I need the funds to cover expenses and consider this extremely urgent.
Company Response:
State: TX
Zip: 787XX
Submitted Via: Web
Date Sent: 2018-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-09
Issue: Other transaction problem
Subissue:
Consumer Complaint: I have been trying, without success, to withdraw my money from my XXXX Pounds Sterling wallet to my XXXX bank account for nearly 3 weeks now. I have followed Coinbase 's instructions exactly, twice, but Coinbase still have n't verified my bank account, so my money is basically stuck in Coinbase. I originally emailed Coinbase 's support about this issue on XXXX of XXXX, they replied with a generic message, and despite me emailing them for an update on XXXX of XXXX and XXXX of XXXX, I have heard nothing from them since. I have also called them, but both times I 've been left on hold for about 20 minutes then cut off before I 've actually been able to speak to anyone. I 'm now starting to panic, is Coinbase some sort of scam? I have several thousand Pounds in my Coinbase wallet and can not afford to loose this money. Please help! Many thanks, XXXX ( XXXX Citizen ).
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-09
Issue: Other service problem
Subissue:
Consumer Complaint: Hello, My name is XXXX XXXX from XXXX, NC. I travelled to XXXX for a trip in the month of XX/XX/XXXX. I have an account with Coinbase Inc for virtual currency and before i left, I bought XXXX Litecoin before I left to XXXX. I was unaware of the sanctions and laws about logging into Coinbase, particularly from XXXX, so when I attempted to log in to check my account, I was immediately logged out and my account was locked. I was asked to submit 2 documents to verify my identity, however there was no place on the site for me to upload them. I then emailed Coinbase Support my bank statement and my drivers license on XXXX XXXX and they confirmed that they got the documents. It has been over 1 week, and after multiple attempts of getting them to unlock my account, I am still locked out with no money. This is the same response I get everytime I try to contact support : XX/XX/XXXX XXXX Hi again, Ive just checked your account and can confirm that your request has been properly escalated. For fastest response, please do not create multiple tickets about your issue. We respond to cases from oldest to newest, and creating new tickets only makes your case appear new again, moving it to the back of the line. I understand how frustrating it can be to wait, but this is the fastest way to receive a response. If your request is cleared, well send you an email. If you need any additional assistance in the meantime, please let us know. my coinbase Ticket # is Case ID : XXXX Thanks I called Coinbase Support today on XXXX XXXX, they told me that there is no balance on my coinbase account. This is extremely scary for me because before I left, I had XXXX LTC in my account.
Company Response:
State: NC
Zip: 28278
Submitted Via: Web
Date Sent: 2018-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-09
Issue: Other transaction problem
Subissue:
Consumer Complaint: I made a wire to Coinbase for US {$3000.00} on XXXX XXXX. Due to a name mismatch with the account I used to wire and my receiving account at Coinbase, Coinbase claims to be unable to credit my account. I have called Coinbase dozens of times and opened numerous cases with their support staff but am generally unable to get though due to " high call volume ''. When I can get through, the staff opens a case and claims they will have a " specialist '' look at it. It has been more than two months and I have not heard anything from anyone. Based on the lack of an real customer support at Coinbase, I contacted my bank and had them reach out to Coinbase 's bank directly, XXXX XXXX XXXX. XXXX XXXX XXXX has request that XXXX XXXX XXXX reverse this wire 5-6 times but they have yet to even respond to this request. It has been more than two months and neither XXXX XXXX XXXX, nor Coinbase have come back to me with anything.
Company Response:
State: CA
Zip: 904XX
Submitted Via: Web
Date Sent: 2018-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-09
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I deposited money on XX/XX/XXXX The money was withdrawn from my bank account by Coinbase on XX/XX/XXXX. My money is still not available to me on Coinbase as oXX/XX/XXXX
Company Response:
State: IL
Zip: 62702
Submitted Via: Web
Date Sent: 2018-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A