Date Received: 2018-01-09
Issue: Other transaction problem
Subissue:
Consumer Complaint: I have an account on www.coinbase.com. On XXXX XXXX, 2017 I contacted coinbase.com support with the following observation : " I just noticed that {$2000.00} were withdrawn from my bank account and deposited to my coinbase USD wallet. I did not initiate this deposit. '' In response, rightly so, Coinbase assumed my account was hacked and they put a hold on my account. Shortly afterwards, I went through my old emails and found a confirmation email from Coinbase, of me initiating the {$2000.00} transfer. That jogged my memory that I did in fact had requested that transfer. It usually takes a few days for the actual funds to be retrieved from you bank account. And I just forgot about it during those few days. Realizing that there was nothing wrong and I simply acted prematurely in contacting Coinbase support, I responded to the email describing what happened and asked support what steps I can take to unlock my account. This is where the problem started. All communication stopped from Coinbase support, after that first email where they notified me that my account was being put on hold. Like all other customers I waited patiently for a few days but then started to get worried. Emailed support again. Tried to reach them on phone. Tried to reach on XXXX. Nothing worked and I am still locked out!
Company Response:
State: WA
Zip: 98052
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 a relatively significant amount of bitcoin stored in a digital vault housed with Coinbase. They require approval from two email addresses that I setup to move the bitcoin out of the vault into my virtual wallet. I no longer have access to one of the two email addresses and therefore do not have access to my bitcoin. I emailed Bitcoin one month ago on XXXX XXXX requesting they help me. They responded and said my case required a specialist and it would be a priority for them to help me. Nothing has been resolved. Its a lot of money for me not to have access to for so long.
Company Response:
State: NY
Zip: 11375
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 had invested money into Bitcoin through the popular Coinbase website. I have used this site before for transactions and they went through fine, however my last transaction was never completed even though it says it was. I sold the currency on XX/XX/XXXX and was expected to be paid XX/XX/XXXX from the company. The amount was for {$530.00} after fees. It was supposed to be transferred back into my bank account like it has been before.
Company Response:
State: DE
Zip: 199XX
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: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: On XXXX XXXX 2017, I reported that my Coinbase account was compromised because a XXXX dollar buy order for Bitcoin was made, but it was not made by me. Because I reported this, Coinbase " temporarily '' locked my account that day so that no outgoing transactions could be made, which means that buy order still processed and XXXX dollars was taken from my bank account, and then added to my Coinbase account in the amount of roughly XXXX Bitcoin. I have since figured out what happened to my account ( on my own ) and have requested that Coinbase unlock it so that I can log back into it and properly manage it like I always have. Or, at the very least, I have asked them to send me the Bitcoin that is rightfully mine ( since it is in my account ) so that I can get my XXXX dollars back, or at least the bitcoin equivalent of it. I made this request by replying only a few hours later to the email ticket I had opened on the XX/XX/XXXX, asking them to give me access back to my account. I never heard anything form them for over a week, thats when I made my first call to their support line that you have to wait on the phone for 30-60 minutes to speak to anyone. Doing this did not help at all as I could get no actual details about my case from them, and was basically told to keep waiting. I have been waiting for 5 weeks now and have made many more calls to their support line expressing my frustration and trying to get information, and yet I can not get any details of what is going on. The people on the support line have told me that these cases normally take under 10 days to resolve, but my case has not even gotten a response with any detail about actions they are taking to resolve it, not a single word. I am demanding Coinbase unlock my account so I can access it, as it has important money locked in it that belongs to me. During my last phone call with them a few days ago support at least made a note on my ticket as seen in my attachments, basically just saying for me to continue to wait and to stop replying to the email ticket ... .but once again, no actual detail or estimated time given on when I will have my account back.
Company Response:
State: MA
Zip: 01923
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: A wire transfer was sent to Coinbase, inc. in the amount of XXXX via XXXX XXXX with the following information : Amount {$610.00} Sent on XX/XX/2018 Description : XXXX Confirmation number XXXX Coinbase promises that Wire Transfers would be in the account in 2 business days, but it has not been credited to my account as of X/X/2018. After I made the wire, my account was locked from buying or selling. I filed a support claim with coinbase with case number : Case # XXXX I have not heard from them regarding this issue or my {$610.00} wire transfer other than an automated message regard the submittal of my complaint.
Company Response:
State: VA
Zip: 24060
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 sold Litecoin on XX/XX/XXXX at XXXX PST through Coinbase. The litecoin was immediately removed from my account without me receiving any payment. My coinbase history page noted that XXXX USD was due to my USD account to arrive by the end of the day on XX/XX/XXXX. I have still not received any USD into my USD wallet as of XX/XX/XXXX. I have opened a support ticket through their website and was notified on XX/XX/XXXX that they have received the ticket and are working with a specialist to resolve the issue. Since then I have received no more communication from Coinbase.
Company Response:
State: AL
Zip: 35801
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: Hi Dear officer, I would like to report a fraud which started on XX/XX/XXXX. On XX/XX/XXXX, I wire-transferred {$75000.00} to Gdax/Coinbase account using the wire transfer information/instruction provided by gdax.com. On XX/XX/XXXX, from support.coinbase.com, XXXX opened a case regarding this wire transfer indicating that the transfer failed and was reversed. On the same day, I received an email from them indicating the same. On XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, I asked them to investigate this matter but never got a single response back ever since they open the case on XX/XX/XXXX. I contacted XXXX XXXX XXXX XXXX, the originating bank couple of times. in the first calls regarding to why this transfer was not successful and what I should do to speed up the reversal process, XXXX XXXX told me since Coinbase already started the reversal process, I just need to wait. Then before XXXX, when I talked to XXXX again, she realized it is taking too long for the reversal, so she started talk to the wire transfer department in XXXX XXXX XXXX to try to recall the wire transfer. But so far there is no response from Coinbase.com for the efforts from XXXX XXXX XXXX side. I have provided the following documents to establish my case. The email from XXXX notifying me of the wire transfer reversal on XX/XX/XXXX The Coinbase support case update history through screenshots The screenshot of Gdax ( which is linked with Coinbase.com ) provided wire transfer instructions The wire transfer transaction record itself. In case you need to talk to the originating bank XXXX XXXX XXXX XXXX, I will provide XXXX XXXX contact information as well.
Company Response:
State: TX
Zip: 75205
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: Other transaction problem
Subissue:
Consumer Complaint: My father bank wired {$5000.00} to my Coinbase account on XX/XX/XXXX. Due to a name mismatch, Coinbase sent me an email on XX/XX/XXXX stating that the bank wire would be reversed and that the funds should be received within 7 business days. As of today, 23 days later, the funds still have not been received. I 've tried to contact Coinbase directly about the issue. In response, they sent me an automated message stating that all wire transfers were being delayed. They did n't reply to any of my further attempts to contact them about the issue. I 've also tried contacting their associated bank : XXXX XXXX XXXX in New York. They were unable to help me other than to tell me that I had to contact CoinBase directly because they had not yet issued the reversal.
Company Response:
State: IL
Zip: 60453
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: Fraud or scam
Subissue:
Consumer Complaint: Companies Involved : Coinbase - account created XXXX - Parent company of Coinbase. Same Coinbase credentials used to log into XXXX XXXX XXXX, XXXX - Created Coinbase account online XXXX XXXX, XXXX @ XXXXEST - Same Day Wire Transfer of $ XXXX from XXXX XXXX XXXX XXXX XXXX, XXXX - submit request to XXXXXXXXXXXX, receive generic response stating to check back on the XXXX. XXXX XXXX, XXXX - nothing back from support so reply to support with additonal information. XXXX XXXX, XXXX - another request/email to XXXX inquiring about funds, no reply. XXXX XXXX - XXXX XXXX - Mulitiple calls to XXXX support with 2+ hours of wait time with no pickup or system hangs up. Its been over a month and I have not received my $ XXXX SAME DAY wire transfer to my coinbase account?!?
Company Response:
State: CA
Zip: 92835
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: Other transaction problem
Subissue:
Consumer Complaint: On XXXX XXXX, I initiated a sell of XXXX BCH to USD. The equivalent USD amount of {$540.00} was to be deposited to my linked bank account. The XXXX XXXX account that was linked to my Coinbase account had become inactive at that time, so the result was that I had inadvertently had the {$540.00} ACH transfer sent to an inactive account. Though the Coinbase website states the transfer was fulfilled and complete, it was not. I received a call from my prior bank informing me that an ACH transfer had been attempted on my inactive account but was denied. Neither the XXXX BCH nor the {$540.00} amount were refunded to my Coinbase account. Multiple attempts have been made to reach Customer Service with no response. In summary, Coinbase is currently holding funds that should be refunded to my account but will not respond to attempts to reach Customer Service to rectify this issue. The Coinbase reference code for this transaction is XXXX.
Company Response:
State: OK
Zip: 737XX
Submitted Via: Web
Date Sent: 2018-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A