Date Received: 2018-01-08
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I sent money to Coinbase Inc to purchase virtual currency, and to that point it 's worked fine. I now wish to withdraw funds but they have not validated by bank account to make the transfer back to me. To validate they require you to send a SEPA transfer of at least XXXX euros, and they say they will validate your account within 2 days of receiving the funds and then you 'll be able to make withdrawals. I sent the SEPA transfer on XX/XX/XXXX, I received an email from them confirming their receipt of the funds and it 's currently showing in my Coinbase wallet as received, but they have still not validated my account, so I still can not withdraw funds. I 've sent 2 customer service requests to them with issue numbers : # XXXX and # XXXX. But to date they have not responded. I 've tried contacting them by twitter too but no response.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-08
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Hello, I have been locked out of my GDAX account with no explanation/reason since XX/XX/XXXX with $ xxx, xxx worth funds being held hostage. I have no visibility/access to my funds inside the account. I see the following message when I try to login to my GDAX account : " Attention required! Trading functionality has been temporarily suspended on your GDAX account. In order to restore trading functionality, please contact XXXX ''. I have been trying to reach customer support by phone and email since XX/XX/XXXX but I have n't received any response or resolution. I have spent more than 20 hours on the phone trying to connect to a phone support ( XXXX ( XXXX ) XXXX ). The call takes 2 hours to connect an agent. I was able to connect to a real person twice ; But both times, I was asked to be on hold and they hung up the call. I CAN LOGIN to coinbase account, where my " Buys are currently disabled '' and " Sells are enabled. I CAN NOT LOGIN to my GDAX account. Also, all my funds have been transferred from coinbase to GDAX and hence, there is no access to my funds for the past 3 weeks. When the error says '' Trading functionality is temporarily suspended '', I should at least be able to login and see the my funds. I have absolutely no visibility of my funds inside the account. I submitted so many requests by contacting coinbase support. 6 of my tickets were closed with out even responding to me. I have an active case listed below, even for which I have n't got any update on. Coinbase Case ID : XXXX Updated : XX/XX/XXXX XXXX PST Created : XX/XX/XXXX XXXX PST The case was closed by the coinbase team with no resolution. Coinbase Case ID : Case ID : XXXX Updated : XX/XX/XXXX XXXX PST Created : XX/XX/XXXX XXXX PST Email thread for Case ID : XXXX XX/XX/XXXX XXXX Hi, I see the following message on my GDAX account. Could you please look into the issue? Thanks, XXXX " Attention required! Trading functionality has been temporarily suspended on your GDAX account. In order to restore trading functionality, please contact XXXX '' Thanks, XXXX XX/XX/XXXX XXXX Hi, I see the following message on my GDAX account. Could you please look into the issue? Thanks, XXXX " Attention required! Trading functionality has been temporarily suspended on your GDAX account. In order to restore trading functionality, please contact XXXX '' Thanks, XXXX Coinbase customer support : XX/XX/XXXX XXXX Hello, and thanks for reaching out. Ive taken a look at your account and it appears that you are not currently eligible to create a purchase order. This restriction may have been applied in error. Ive just escalated your case to our subject experts who will be completing a review of your purchasing eligibility shortly. You will receive a notification email if were able to restore your purchasing ability. Please note that while these reviews are typically completed within 4-5 business days, it can sometimes take longer depending on our current case volume. For security reasons, Coinbase can not guarantee eligibility for every account. If your account has experienced chargebacks in the past this, as an example, can impact your eligibility. Thank you for your patience and understanding as we complete this review. XX/XX/XXXX XXXX Hi, I am unable to login to my account from yesterday after placing a buy order for LTC . I get the following error every time I click on sign in button. " Attention required! Trading functionality has been temporarily suspended on your GDAX account. In order to restore trading functionality, please contact XXXX '' Please fix this ASAP. Thanks, XXXX XX/XX/XXXX XXXX XXXX, Any update on the case? I am unable to login to GDAX for the last 3 weeks and my funds are held inside. Kindly, resolve this ASAP. Thanks, XXXX -My ID ( Driver 's License ) is verified on coinbase. -My picture ID verified on coinbase. -My bank account is verified on coinbase. -I also have verified withdrawals from coinbase to my bank account. Coinbase customer support said that it would take 4-5 days to resolve the issue ( on XX/XX/XXXX ). But I have n't had any resolution from more than 3 weeks. I have had no explanation nor reason for this error and my funds are being held hostage with no visibility Since XX/XX/XXXX.
Company Response:
State: CA
Zip: 95126
Submitted Via: Web
Date Sent: 2018-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-08
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXX I transferred {$15.00} USD to gdax.com. Their process is to first transfer it to their sister site coinbase.com and then transfer it to gdax.com. The funds were taken from my bank account and deposited to coinbase on XX/XX/XXXX and have been pending a transfer to gdax since XX/XX/XXXX. I have sent them 3 emails requesting an eta on my money but I only get a generic response. My last request was sent on XX/XX/XXXX and as of now I have not received a reply.
Company Response:
State: TX
Zip: 775XX
Submitted Via: Web
Date Sent: 2018-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-08
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XXXX XXXX, 2018, I withdrew XXXX BTC from XXXX and transferred this amount to GDAX- owned by Coinbase . I still have not received my BTC. There is NO response from support, even though I have sent 3 emails asking for help. I have transferred coins and fiat for many months between exchanges around the world. The longest time it has taken has been 4 hours. GDAX states it will take 24 hours- it has now taken almost 5 days.
Company Response:
State: CA
Zip: 92647
Submitted Via: Web
Date Sent: 2018-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-08
Issue: Other service problem
Subissue:
Consumer Complaint: I sent Bitcoins ( BTC ) and Bitcoin Cash ( BCH ) from Binance exchange to Gdax ( Coinbase ) on XX/XX/XXXX and XX/XX/XXXX. Even though emails and coinbase log shows that it arrived and was deposited to GDAX, my GDAX account is not showing the coins. Multiple emails, cases, phone calls, but no customer support what so ever.
Company Response:
State: MD
Zip: 21771
Submitted Via: Web
Date Sent: 2018-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-08
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XXXX XXXX, 2018 I initiated a transfer to gdax of ~16 LTC . According to coinbase the XXXX LTC was received and automatically transferred to GDAX. However, on the GDAX side there is no record of the transfer. So now the LTC is not on the Coinbase side or the GDAX side. According to their documentation the transfer of assets between Coinbase and GDAX should happen instantly. I waited 5 hours and then opened a support ticket. I have not heard anything regarding my support ticket and have not received my funds as of XX/XX/XXXX. Since their has been no communication to about this issue that is happening to numerous people ( see gdax XXXX ) or answering support requests, I can only assume they are either unwilling or unable to return the assets.
Company Response:
State: TX
Zip: 787XX
Submitted Via: Web
Date Sent: 2018-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-08
Issue: Fraud or scam
Subissue:
Consumer Complaint: I withdrew about $ XXXX from my Coinbase account via wire transfer on XX/XX/XXXX. The funds never arrived in my account. It is now XX/XX/XXXX. The funds were supposed to arrive in 3-5 business days according to Coinbase. The transaction shows as complete despite never receiving the funds. I wrote to customer support on several occasions only to receive an automated email response. Additionally, I lost .XXXX litecoin on a transfer because i mistakenly used my bitcoin wallet address. If the address was invalid, why wouldnt their protocols identify and disallow that? So where did my coins go? They just disappear?? How is that possible when every transaction and custody of every coin is recorded in the blockchain, a distributed ledger.
Company Response:
State: NJ
Zip: 07652
Submitted Via: Web
Date Sent: 2018-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-08
Issue: Money was not available when promised
Subissue:
Consumer Complaint: OnXX/XX/XXXX, I had made 3 different transactions for {$100.00} each to 3 separate Crypto Currencies thru the website called Coinbase. I have been trying to reach out to the Coinbase contacts and no response. It is nowXX/XX/XXXX and I still have no money in my account on their website. It looks like thru other forum sites that I am not the only person that is having issues with getting deposits to work on Coinbase. Please help.
Company Response:
State: NE
Zip: 684XX
Submitted Via: Web
Date Sent: 2018-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-09
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Company : Coinbase Deposit {$500.00} on XX/XX/XXXX for a total of {$750.00} in my digital wallet. Begin a {$750.00} deposit on XX/XX/XXXX Account is locked for unknown reason later that day ( XX/XX/XXXX ) Proper verification to unlock account is provided by XX/XX/XXXX Payment still goes through on XX/XX/XXXX Support ticket opened on XX/XX/XXXX Wait for response from company for 2 weeks. No response Attempt to call their support hotline numerous times during these two weeks, call automatically ends saying they are too busy. Finally get through their phone support on XX/XX/XXXX Support agent says my account has been flagged to be reviewed by a specialist. No response since, account still remains locked by withdrawing or transferring any money.
Company Response:
State: MD
Zip: 21208
Submitted Via: Web
Date Sent: 2018-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-08
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I initiated this wire transfer and they still have yet to email me an update or respond to me in any way. This is not acceptable. Almost a month for a wire transfer - that I paid for?! Account : XXXX Bank : XXXX XXXX XXXX Total Amount : {$27000.00} Withdrawal reference : XXXX Withdrawal initiated : XXXX XXXX, 2017 Expected arrival : XXXX XXXX, 2017
Company Response:
State: IL
Zip: 600XX
Submitted Via: Web
Date Sent: 2018-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A