Date Received: 2022-03-31
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Direct deposit arrived to my bank account and was on hold for a few days. Upon contacting them they finaly saw the deposits for the amounts of XXXX, XXXX and XXXX dollars respectively that arrived to the coinbase XXXX between the XXXX of XX/XX/2022. After many days making phone calls between banks and sending them complain tickets to get my money resolved they ended up cancelling the direct deposits because they thought it was fraud without returning the money to the original sender. That money was from my XXXX XXXX work and i think they somehow confiscated the money because after weeks those funds never were returned. I have receipts and evidence of them admitting they've seen the funds hitting my account without clearing them. I need this money for a family of XXXX including a baby and cant loose my money just because they thought the money was fraud. If they didnt want to accept a direct deposit they should at least return it to the original sender so that the funds can go to the correct person. I am a XXXX XXXX XXXX and those funds were hard earned and needed for food and housing needs for my family.
Company Response:
State: TX
Zip: 77090
Submitted Via: Web
Date Sent: 2022-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-31
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: This is my chain of correspondence with 'Coinbase ' and their 'Fraud Department ' , which stated on XX/XX/XXXX. The Fraud Department has now stopped responding to my emails and supposedly have no phone number for the department to be reached at. To date, no provisional credit received, despite Coinbase telling me it had been processed on XX/XX/XXXX. Please see below... XXXX XXXX XXXX XXXX, XX/XX/XXXX, XXXX PM ( 12 days ago ) to XXXX That sounds good, any idea when I should see the credits? Thank you, XXXX XXXX XXXX ( XXXX XXXX ) XXXX Fri, XX/XX/XXXX, XXXX PM ( 13 days ago ) to me Hello, We want to give you an update on your dispute regarding XXXX XXXX/ {$130.00} Were working quickly to resolve your dispute but please note that some investigations may take up to XXXX days. While you wait for the final decision, we have processed a provisional credit to your account in the amount of {$130.00} This is considered a temporary credit until your dispute is resolved. If your dispute is successful, your credit will become permanent. However, if the dispute is resolved in favor of the merchant, the provisional amount will be reversed. Please note, any rewards associated with the disputed transaction have been reversed. For more information, see our Coinbase Card help article : https : //help.coinbase.com/en/coinbase/trading-and-funding/coinbase-card/coinbase-card-for-the-us Regards, Coinbase Support XXXX XXXX XXXX XXXX Support ) XXXX Fri, XX/XX/XXXX, XXXX PM ( 13 days ago ) to me Hello, We want to give you an update on your dispute regarding XXXX XXXX/ {$32.00} Were working quickly to resolve your dispute but please note that some investigations may take up to XXXX days. While you wait for the final decision, we have processed a provisional credit to your account in the amount of {$32.00} This is considered a temporary credit until your dispute is resolved. If your dispute is successful, your credit will become permanent. However, if the dispute is resolved in favor of the merchant, the provisional amount will be reversed. Please note, any rewards associated with the disputed transaction have been reversed. For more information, see our Coinbase Card help article : https : //help.coinbase.com/en/coinbase/trading-and-funding/coinbase-card/coinbase-card-for-the-us Regards, Coinbase Support XXXX XXXX XXXX XXXX Support ) XXXX Fri, XX/XX/XXXX, XXXX PM ( 13 days ago ) to me Hello, We want to give you an update on your dispute regarding XXXX XXXX/ {$29.00} Were working quickly to resolve your dispute but please note that some investigations may take up to XXXX days. While you wait for the final decision, we have processed a provisional credit to your account in the amount of {$29.00} This is considered a temporary credit until your dispute is resolved. If your dispute is successful, your credit will become permanent. However, if the dispute is resolved in favor of the merchant, the provisional amount will be reversed. Please note, any rewards associated with the disputed transaction have been reversed. For more information, see our Coinbase Card help article : https : //help.coinbase.com/en/coinbase/trading-and-funding/coinbase-card/coinbase-card-for-the-us Regards, Coinbase Support XXXX XXXX XXXX Thu, XX/XX/XXXX, XXXX AM to Coinbase To whom it may concern : I am writing to request reimbursement for unauthorized charges listed in claim tickets # XXXX, XXXX, and XXXX under UCC XXXX issued XXXX. Reasons for Reimbursement : The Electronic Funds Transfer Act The EFTA is Consumer Protection Law that requires s to follow specific error resolution procedures to resolve disputes. Term 1 : If your physical debit card itself is not lost or stolen, you are not liable for any fraud charges using your debit card number, if you report the fraud within 60 days after your statement is sent. Term 2 : If you report an unauthorized charge promptly, XXXX, XXXX, and other card networks have XXXX liability policies that limit your losses to {$0.00}. ( I reported the fraudulent charges the same day they took place ) Term 3 : They must report the results of its investigation within three ( 3 ) days of completion, including a written explanation of its findings. ( I have not received any explanation ) Term 4 : If you claim that a charge is unauthorized, the burden is on the service provider to show that the transfer was authorized. They must also give you any supporting documentation upon your request. ( No provisional credit was given. My investigation is open, and I have received no supporting documentation ) Alternatively, I will have to take my complaint to the FDIC, XXXX, Federal Reserve and CFPB. The charges totaling {$190.00} should be reimbursed immediately, regardless of investigation status. Please contact me via the email address provided below, or reply to this email address, to help resolve this issue as soon as possible. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX ( Coinbase Support ) Fri, XX/XX/XXXX, XXXX AM ( 13 days ago ) to me # # - Please type your reply above this line - # # Your request has been updated. To add additional comments, reply to this email. XXXX XXXX ( Coinbase ) XX/XX/XXXX, XXXX PDT Hello, Thank you for contacting Coinbase regarding your dispute. We apologize for any inconvenience this may have caused you. The current status of your claim is pending as of XX/XX/XXXX. Please be advised that dispute process may take up to as many as 45-90 days to be resolved. Once the dispute process is completed, you'll receive a notification via email regarding the final resolution. For more information, see our Coinbase XXXX help article : https : //help.coinbase.com/en/coinbase/trading-and-funding/coinbase-card/coinbase-card-for-the-us We appreciate your patience and understanding regarding this matter. Regards, Coinbase Support Spurlocksf XX/XX/XXXX, XXXX PDT This is a follow-up to your previous request # XXXX " Fraudulent Purchases '' To whom it may concern : I am writing to request reimbursement for unauthorized charges listed in claim tickets # XXXX, XXXX, and XXXX under UCC XXXX issued XXXX. Reasons for Reimbursement : The Electronic Funds Transfer Act The EFTA is Consumer Protection Law that requires s to follow specific error resolution procedures to resolve disputes. Term 1 : If your physical debit card itself is not lost or stolen, you are not liable for any fraud charges using your debit card number, if you report the fraud within 60 days after your statement is sent. Term 2 : If you report an unauthorized charge promptly, XXXX, XXXX, and other card networks have XXXX liability policies that limit your losses to {$0.00}. ( I reported the fraudulent charges the same day they took place ) Term 3 : They must report the results of its investigation within three ( XXXX ) days of completion, including a written explanation of its findings. ( I have not received any explanation ) Term 4 : If you claim that a charge is unauthorized, the burden is on the service provider to show that the transfer was authorized. They must also give you any supporting documentation upon your request. ( No provisional credit was given. My investigation is open, and I have received no supporting documentation ) Alternatively, I will have to take my complaint to the FDIC, XXXX, Federal Reserve and CFPB. The charges totaling {$190.00} should be reimbursed immediately, regardless of investigation status. Please contact me via the email address provided below, or reply to this email address, to help resolve this issue as soon as possible. Sincerely, XXXX XXXX XXXX XXXX [ XXXX ] On Fri, XX/XX/XXXX at XXXX PM Support ( Coinbase Support ) XXXX wrote : # # - Please type your reply above this line - # # Your request has been updated. To add additional comments, reply to this email. Support ( Coinbase ) XX/XX/XXXX, XXXX PST Hello, Thank you for contacting Coinbase Support. We apologize for the delay in responding to your questions, we strive for quick responses to all customer inquiries! We received your dispute request. As a reminder, your ticket number are XXXX, XXXX, XXXX. Dispute has been received and dispute begun processing with the following transactions : XX/XX/XXXX XXXX ONLINE {$130.00} XX/XX/XXXX XXXX PM XX/XX/XXXX XXXX ONLINE {$32.00} XX/XX/XXXX XXXX PM XX/XX/XXXX XXXX ONLINE {$29.00} XX/XX/XXXX XXXX PM We'll make every effort to resolve your dispute XXXX days, but some investigations may take longer to resolve. If the investigation needs more time, well reach out to let you know. For more information, see our Coinbase Card help article : https : //help.coinbase.com/en/coinbase/trading-and-funding/coinbase-card/coinbase-card-for-the-us Regards, Coinbase Support Spurlocksf XX/XX/XXXX, XXXX PST Subject : Fraudulent Purchases Country of Customer : US Description : The following XXXX charges are fraudulent... XX/XX/XXXX XXXX XXXX {$130.00} XX/XX/XXXX XXXX PM XX/XX/XXXX XXXXXXXX XXXX {$32.00} XX/XX/XXXX XXXX PM XX/XX/XXXX XXXXXXXX XXXX {$29.00} XX/XX/XXXX XXXX PM
Company Response:
State: CA
Zip: 94116
Submitted Via: Web
Date Sent: 2022-03-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-31
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/2022 I purchased {$28.00} worth of XXXX XXXX at CoinBase in order to make a purchase using my CoinBase card ( which is funded by XXXX ). The {$28.00} purchase later failed and my account was marked for recovery of funds. This is not a problem and has happened before. I clicked the steps to make a payment to cover the failed transaction and received a " Success '' message. I then received XXXX emails over the next 24 hours letting me know that funds recovery was " complete ''. My account remained locked, unable to use my funds. I have tried to pay several more times and have received the error " Too many transaction attempts '' for weeks. This obviously was caused by their system trying to recover XXXX times ( hence the XXXX emails I received ). I contacted CoinBase support via email on XX/XX/XXXX, XX/XX/XXXX, and again on XX/XX/XXXX. I called Coinbase on XX/XX/XXXX and after an hour long phone call was told to wait for an email response. The last response I received from CoinBase was on XX/XX/XXXX and was an automated message stating " they were aware of my issue ''. I have attempted to contact them twice more ( XX/XX/XXXX, XX/XX/XXXX ) via responding to my ticket and have received no response. I have not received an update from a human being since the XXXX XXXX XXXXXXXX. The case number is case # XXXX or # XXXX
Company Response:
State: TX
Zip: 77546
Submitted Via: Web
Date Sent: 2022-03-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-31
Issue: Other transaction problem
Subissue:
Consumer Complaint: I am a COINBASE customer and the evening of XX/XX/2022 I purchased a XXXX of a crypto identified as GLM, I t was a very strategic puchase after noticing very increased activity and a rapidily increasing value. I purchased it at XXXX cents per coin and ten minutes later sold it for {XXXX}. All the documented transaction records are cut and pasted below taken directly from the coinbase records provided to me by them. There is a completed Purchase with transaction refence ID, and a completed Sale with a Transaction reference ID.... then there is a third record with very sparce and vauge information but is said to be a " Transaction Reversal '' performed by the " Miner '' on the blockchain. My account was returned to its initial purchase level of XXXX minus coinbase fees, to {XXXX} and the whole thing was treated as if it were a candy wrapper being tossed into the trash. My complaints were responded to with canned scripted replies not even relevant to my issue. I spoke with a phone representative who AGREED with me that it was a legitimate issue and she Elevated my complaint ticket up to the next level inside COINBASE complaint operations FROM which I continued to receive complete dismissal of my complaint with absolutely no indication of any intent to explain or investigate and inquire about who and why the decision was made to reverse my sale. The Numbers and the math in the third record below just make no sense given my account being returned to the initial purchase amount .... Which was rapidly declining in price by the second as I was trying to figure it all out ... ... ... I Immediately converted my holdings out of GLM ending up about XXXX in the red. TO THIS DAY I have not been able to get any response from COINBASE about this transaction reversal or get any explanation as to where my money was and who was responsible for the theft of my legally purchased cryptro. Coinbase assigned it to case # XXXX and was told that the case was closed as no further actions were possible, with no reference to my profits being swindled and " MINED '' right out of my account. MINERS are supposed to validate transactions. My transaction was a very deliberate purchase and strategically timed sale to flip a modest profit given my awareness watching its volatility in ticking real time feed.. # 1 -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Initial Purchase transaction GLM XXXX GLM @ {XXXX} per GLM Reference code XXXX Price per coin {XXXX} Payment Method XXXX XXXX XXXX. XXXX Coinbase Fee {XXXX} Subtotal XXXX Total {XXXX} XX/XX/2022 XXXX XXXX COMPLETED # 2 -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Sale Transaction GLM XXXX GLM @ {XXXX} per GLM Reference code XXXX Price per coin {XXXX} Payment Method Cash ( USD ) Coinbase Fee {$7.00} Subtotal {XXXX} Total {XXXX} XX/XX/2022 XXXX PM COMPLETED -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - # 3 -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- XXXX GLM {XXXX} From Coinbase Price per coin {XXXX} XX/XX/2022 XXXX XXXX COMPLETED -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - ( this record is suspiciously void of any specific or referenced transaction identifier except the unique quantity of XXXX GLM. yet I could get no-one to address this as if it were the very huge problem I percieve it to be. I am not WRONG ...... Noticing the identical timestamp of the sale and reversal transactions, and the approx {XXXX} difference in price I have serious questions as to the data being reported and its validity and feel i am owed a detailed and comprehensive explanation to satisfy my feeling completely robbed. as per your instructions the following is my contact and their published contact info. MY CONTACT information is XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX and/or XXXX COINBASE 'S published contact information is XXXXXXXX XXXX ( XXXX ) XXXX XXXX ( XXXX ) XXXX XXXX XXXX XXXX XXXXXXXX Thank you in advance for your efforts CFPB.
Company Response:
State: CA
Zip: 92131
Submitted Via: Web
Date Sent: 2022-03-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-31
Issue: Other service problem
Subissue:
Consumer Complaint: I opened an account with Coinbase last year and have been transacting in the account since. For no apparent reason I was asked this week to upload my drivers license ( Note : I had already done this when I first opened the account ). I have now been denied access to my account, despite multiple license uploads. They have not only given me no explanation for this, but have sent me texts to notify me that my account was now accessible, when it is not. I have been denied access to my funds and appear to have no recourse. Please help.
Company Response:
State: NH
Zip: 030XX
Submitted Via: Web
Date Sent: 2022-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-31
Issue: Fraud or scam
Subissue:
Consumer Complaint: Approximately {$13000.00} was removed from my coinbase account on XXXX XX/XX/XXXX by hackers whe seem to have accessed my telephone number through a coinbase breach. This was not authorized by me and I have been trying for hours and hours and hours over the last three days to file a complaint with the Coinbase fraud department... unsuccessfully .... I have no access to my account which is no longer critically important as agents have told mt that I now have a XXXX XXXX balance. I need to be contacted by the fraud department and for them to care about this. Sadly they dont.
Company Response:
State: SC
Zip: 294XX
Submitted Via: Web
Date Sent: 2022-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-30
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Dear CFPB, I am sending this email in regards to a dispute against the company Coinbase.com - in a last resort attempt, to receive assistance to my hostage held portfolio. On numerous occasions, I have attempted to communicate with Coinbase via their phone lines- which just goes round and round in loop-cycles advising you to email support. Email support has been emailed over a handful of times, with ZERO communication back. While I understand investigations take their time, I also understand how racketing is performed and right now it's not looking ethical. Hundreds of individuals online are in the same situation as I am - and nothing gets done. If this situation is not internally resolved within an appropriate timeframe, I have no other choice but to go through XXXX and use all my resources to get to the bottom of this. XXXX XXXX XXXX ( XXXX : XXXX ) can also have a piece of this given the jurisdiction. On numerous occasions, I have always complied with any requests Coinbase had. I have verified my identity in full under the updated KYC procedures. I have security enabled and never violated any terms of service - simply ignored for months on months. I demand Coinbase provide clarification on why they have held my account hostage for over 6 months without any communication to justify holding my {$8000.00}
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-30
Issue: Other service problem
Subissue:
Consumer Complaint: Hello, I invested in XXXX currency from Coinbase.com 2015 and all my investment have been stored on their wallet since then, about a month ago I noticed that my account have been blocked and it says " Sorry, account temporarily disabled. Please contact support '' when trying to log in. So I contacted their support and have not received any response from them and it's been over a month now, I created a new support ticket that got closed about 10 days after and today I received a new email from Coinbase saying this : " Hi, Thanks for working with Coinbase Support. We hope you were able to get the help you needed. We're closing this case ; if you need additional support, please visit the Coinbase Help Center for quick answers to many questions. Regards, Coinbase Support '' And they have not even contacted me or helped me with my account. I have a lot of money stored and I need to withdraw them, it's my entire life savings.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-30
Issue: Other service problem
Subissue:
Consumer Complaint: I have a small account with Coinbase. All I want is a phone number and address to keep in my files in case I go under a bus and my children need to close the account. I tried 5 times through their website, but they clearly rely solely on automated answers and never provided. This should not require a government complaint ( which I also mentioned in my last message, hoping that might elicit a real answer ). I understand the staff is remote, but so am I, yet my employer ( XXXX XXXX XXXX ) still has a phone and address. Hiding from customers is not a good look.
Company Response:
State: MD
Zip: 20901
Submitted Via: Web
Date Sent: 2022-03-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-30
Issue: Fraud or scam
Subissue:
Consumer Complaint: I met a guy on XX/XX/22 online and he introduced me to crypto. He told me I should invest and he can help me. So I started out small. First he made me wire funds to coinbase then transfer it to XXXX website. It looked fishy but I was blinded. I made profit. So I started to add more. Total {$12000.00}. Then he told me to take personal loans to make more profit. Since then it got very suspicious. So he even sent me around $ XXXX within the XXXX site to raise my earnings. Now I know why... I tried to withdraw today but it wouldn't let me. So I asked for help and he helped me gain, from XXXX I went to XXXX. Then I was able to " withdraw '' until I realized I need to prepay tax. 25 % of the profit. Which is {$9900.00}. So I realized how they take money from people. I'm sure they will not let me withdraw $ XXXX even if I " prepay. '' Is there any way I can get part of my funds back?
Company Response:
State: NJ
Zip: 076XX
Submitted Via: Web
Date Sent: 2022-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A