Date Received: 2021-12-12
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Hi, This complaint is a continuation of the previous complaint XXXX, against Coinbase. The account was made available to me for just a few days and was locked again. Since I opened the account with coinbase, earlier this year, it has been under review most of the time with no reason provided at all. I have opened about 20 support tickets and most of them were closed within a week ( may be automated ) without resolving the issue. I will continue to complain here until problem is fixed permanently and provide a valid reason why Account remains under review.
Company Response:
State: TX
Zip: 75062
Submitted Via: Web
Date Sent: 2021-12-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-11
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/2021 I made a transfer from my Coinbase account to my XXXX account of XXXX. XXXX the next day confirmed the transfer but would return it to Coinbase for reasons of alteration of XXXX XXXX. They sent me proof of return but Coinbase never credited me with the money again and also does not give answers to the emails I send for customer service. It's been 3 weeks and I don't have resolution of the problem and Coinbase doesn't respond. Case # XXXX On my Coinbase account
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-11
Issue: Confusing or misleading advertising or marketing
Subissue:
Consumer Complaint: On XX/XX/2021 I sent XXXX XXXX crypto coins from XXXX to Coinbase XXXX. XXXX was listed on both exchanges with the same ticker. Listed as XXXX. After I transferred the crypto a time went by and the transfer had shown success but my balance never changed. I went to the forums to search for any outages or issues. Apparently this has become a huge issue and many just like me suffered the same fate. Coinbases customer service is almost non-existent. Reaching out to them twice I have never made it past an automated response. I have since moved all my crypto currency off the exchange and implore all that I come in contact with to do the same. This happens everyday. Coinbase holds the private keys to the address where my crypto sits. I can see it using another crypto wallet of mine but since Coinbase holds the private keys I can only see it and not do anything about it. Coinbase could just return to sender. It would go right back to the address it came from. Just like the mail. Coinbase own the address but will not do this. So even though {$600.00} value at the time isnt life changing I do believe that considering the distinction between what is claimed to be two different tokens but with the exact same ticker is misleading and caused myself and many others to lose money. Even on Coinbases exchange the crypto in question lists its use case for this version of the token exactly as the coin that I have. However you can not stake or use is to bring devices on the XXXX network. You can only do that with the version of the token that I have. This was not listed anywhere. There were no safeguards to prevent mislead consumers from sending the crypto to Coinbase pro. Since Coinbase has changed the ticker to add another identifier. As it should have been all along. Consumers would have known there was a difference between the two and at least been given the opportunity to not make the transfer. The tickers were the same however when I sent. This is my formal complaint about the company and exchange. My money will sit there in an address that Coinbase owns, has access to, and that could return until it lays dormant for long enough as to they can then legally remove the token by XXXX. I was mislead by this company and exchange. I will try to hold onto my account as long as possible to hopefully get the crypto that I worked so hard for back. I implore someone to do something about this exchange and its shady business matters.
Company Response:
State: TN
Zip: 37066
Submitted Via: Web
Date Sent: 2021-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-11
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I submitted a written billing dispute with a card issued by " XXXX, XXXX. '' to the company " Coinbase '' : https : XXXX This card is advertised as a " Debit Card. '' and it is FDIC insured according to the XXXX website. I submitted a regulation E-billing dispute to " Coinbase '' and " XXXX. '' This is what I have in writing from them from their verified Support Email Address : " Hello, We want to give you an update on your dispute regarding ( XXXX {$510.00} ). Were working quickly to resolve your dispute but please note that some investigations may take up to 45-90 days. While you wait for the final decision, we have processed a provisional credit to your account in the amount of ( $ XXXX ). 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. '' I have not received a temporary credit and it has been 45 days since the claim ( Federal law requires this be applied within 10 business days. ) Also, I have an email from XXXX Third Party Seller Marketplace stating the funds for this purchase have been reversed to XXXX and the card ending in XXXX due to a billing dispute. I have not received these funds. I have not received any of the {$510.00} I disputed nor the temporary credit that is required by law and was promised by the banks support team in a verified email. My email address is XXXX and the ticket and claim numbers assigned by the " Coinbase Support Card Services Team '' is XXXX and XXXX.
Company Response:
State: FL
Zip: 33428
Submitted Via: Web
Date Sent: 2021-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-09
Issue: Fraud or scam
Subissue:
Consumer Complaint: On, or about, XXXX XXXX my Coinbase account had a withdrawal made by an unknown source. I filed a complaint with the FBI 's XXXX department. I then sent the information to Coinbase. I also made several attempts to use the support telephone system listed by Coinbase. The audio and visual responses indicated that audio contact was not available for my level of account. I tried contacting one of the corporate offices using social media. That ended with no replies. Eventually, my balance in the account was taken by Coinbase as payment for the transactions completed by the outside source. In XXXX months of attempting to make contact I have had no responses.
Company Response:
State: NE
Zip: 68127
Submitted Via: Web
Date Sent: 2021-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-09
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: Hello and a good day to you and thank you for your time. On XX/XX/XXXX. i sent Coinbase a crypto currency wallet/app. {$2500.00} to open an account, did so with no problem, i personally wired them that amount, minus {$45.00} for the wire fee for the purchase of a crypto coin, on the XXXX. of XXXX the next day, Coinbase fraudulenty withdrew from the same account i used to send them the monies and exact {$2500.00}, for this was done without my knowledge, and with no consent for them to do so.The minute i found that out i sold what i had just bought at a loss of {$400.00}, just impossible to deal with, there app. is constantly down, customer service is just and endless loop of getting nothing done, asking the same questions over and over and not doing anything about it, extremely, extremely frustrating.My bank went in and was able to recover the second non authorized charge on the XXXX. of XXXX, other then that these people are non-existing.
Company Response:
State: FL
Zip: 33178
Submitted Via: Web
Date Sent: 2021-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-08
Issue: Fraud or scam
Subissue:
Consumer Complaint: Thursday night I got a text from coinbase ( Your Coinbase verification code is : XXXXDo n't share this code with anyone ; our employees will never ask for the code. ) even-though I wasnt even using my phone, thats when I realized something was wrong. Immediately I noticed my phone service ( XXXX ) was gone ; With 2 different phones i called coinbase and XXXX right. After 30 minutes of waiting I got a rep from coinbase on the line, they said hello and asked for my name and hang up the phone as if they didnt hear me on the other end. At this time my money was still in the account and had the rep done their job they would have been able to block my account before my money was all transferred out. As I called coinbase back I got a hold of a XXXX XXXX on the other phone and they started to look for what had happened with my account. It turned out that a XXXX rep in another state ( Wisconsin ) had activated my line on another SIM card ( sim-swap ) without my permission or any of my identification. After a few long minutes I was able to take control of my phone number again. Once I reached another Coinbase rep with the alternating phone it was already too late as I had already lost a little under {$60000.00} and it had transferred out of my account. By the time that rep helped me secure my account I was able to save the last few crumbs of my account totaling about {$3500.00}. Coinbase hasnt reached out yet and I am still waiting for XXXX to finish their investigation. XXXX is at fault for switching my sim without my permission ( possibly an inside job ) Coinbase is at fault for not helping me the first time and hanging up the phone on me in such an emergency situation.
Company Response:
State: CA
Zip: 91352
Submitted Via: Web
Date Sent: 2021-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-08
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: There were ( XXXX ) deposits initiated from my bank to coinbase. Since my bank was being acquired by another bank, there were internal issues with processing the transactions so all ( XXXX ) deposits were returned as nsf. Coinbases policy is that they auto-recover the funds in 5 days from my coinbase account if the deposit is not successful. It has been over a month and my coinbase account with the non-auto recovered funds and my own funds is XXXX until the deposits are taken care of. This means coinbase never auto-recovered my funds and there is no resolution as coinbase wont allow a deposit attempt again from the same bank account. The total amount that coinbase needs to auto-recover from my coinbase account is {$370000.00} which they are able to do but for some reason are not since my account balance is {$400000.00}. Coinbase virtually has no customer support. I have sent several emails regarding the issue with no resolution but more of a generic response.
Company Response:
State: IL
Zip: 60585
Submitted Via: Web
Date Sent: 2021-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-08
Issue: Other transaction problem
Subissue:
Consumer Complaint: My Coinbase account was hacked via a sim swap attack around XX/XX/2021. Coinbase allowed a transfer of {$500.00} out of the account without sufficient funds in the account and is now attempting to collect these funds from me. I have proof that Coinbase allowed someone else to change the name, date of birth, and last XXXX of the social security number without confirming my photo ID which was used when first setting up that account.
Company Response:
State: NC
Zip: 27410
Submitted Via: Web
Date Sent: 2021-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-08
Issue: Other service problem
Subissue:
Consumer Complaint: I have been locked out of my Coinbase account since XXXX XXXX XXXXXXXX now. I had a security key which was lost and I could not get in my account. I sent Coinbase an email to regain access to my account and they replied with a link to verify my identity. I did all the steps they required and sent all documents like Id, social, and a photo of me taken next to my ID. The issue has still not been resolved I have contacted them several times and all I get is that I have to wait. I have no way of checking on my funds or selling/cashing out any funds. There is no phone number I can contact them through. No one is helping me get I to my account.
Company Response:
State: GA
Zip: 30008
Submitted Via: Web
Date Sent: 2021-12-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A