Date Received: 2018-01-03
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/XXXX, I attempted to withdraw my funds from Coinbase, a virtual currency exchange. I wanted to withdraw {$520.00}. My funds were promised to be delivered to my XXXX XXXX XXXX Account on XX/XX/XXXX. Since then, it has been nearly a month and I have not seen my money. I contacted support on several occasions through their support website. I received generic responses that said delays were occurring. Their phone support refuses to assist in such issues and insists that their email is the only way to get this issue sorted.
Company Response:
State: MA
Zip: 02151
Submitted Via: Web
Date Sent: 2018-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-03
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XXXX XXXX XXXX - XXXX CST I transferred XXXX Litecoins ( a cryptocurrency derived from Bitcoin, worth approximately {$2600.00} at the time of the transacation ) from the Binance crypto exchange to XXXX XXXX XXXX XXXX ( hereforth known as XXXX ), the crypto exchange owned and operated by the XXXX XXXX-based Coinbase, which is the largest Cryptocurrency operator in the United States. The method Coinbase uses to transfer funds to XXXX involve bringing them in-house to their own wallets first, followed by a transfer to the XXXX wallets. My money is stuck in this process. It is strictly internal, a failed system issue on their end, and they refuse to address it. I have spent over 6 hours on hold for them at this point, and they refuse to speak with me regarding it. When I actually managed to get ahold of someone, they hung up on me. They responded via email, refusing to call me back. I am not the only person experiencing this issue now, and we are all making a point to report this negligent behavior. There are people who 's funds have been captured in system failures of their for nearly a month now, with no response, support, or resolution in sight. I know if I let them, the same will happen to me.
Company Response:
State: TN
Zip: 37174
Submitted Via: Web
Date Sent: 2018-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-03
Issue: Other service problem
Subissue:
Consumer Complaint: On XXXX/XXXX/XXXX, I had to replace my XXXX due to hardware issues. I did not think to disable my two-factor authentication. So I was locked out of Coinbase as well as many other accounts. All the other accounts I do business with were able to help me regain access within a couple of days. While the reason for my account lockout is not the fault of Coinbase, it is unreasonable that 30-days later I have not been able to regain access to my account. As of today, XXXX/XXXX/XXXX, I still do not have access to Coinbase likely due to a lack of staff to respond to consumer issues. Coinbase case number XXXX. Coinbase " escalated '' case number XXXX. XXXX/XXXX/XXXX, I attempted Coinbase online process to recover account using my photo ID. The recovery attempt failed. I emailed Coinbase and received 2 auto reply messages including instructions on how to disable two factor authentication, which did not work. XXXX/XXXX/XXXX, I received another two auto reply emails. XXXX/XXXX/XXXX, I used their online process to send request to disable two factor authentication per their online instructions because they are not responding to emails due to volume. XXXX/XXXX/XXXX, I attempted their online process to regain access to my account, but the photo ID process failed again. XXXX/XXXX/XXXX, I attempted to call their call center and after waiting 57 minutes, I had to disconnect. XXXX/XXXX/XXXX, I attempted to call their call center and finally got through. They were unable to assist me, but they " escalated '' my case. The total length of time on hold and speaking with rep was 1 hr 7 minutes, with the majority of time on hold. XXXX/XXXX/XXXX, I received an automated email with the same procedure that does not work. XXXX/XXXX/XXXX, I received two additional automated messages ( which I 'd received previously ) offering instructions, that have not worked. XXXX/XXXX/XXXX, I received yet another repeat automated email. XXXX/XXXX/XXXX, I called their call center and this time asked to speak with a supervisor. They were not able to assist me, but assure me that my case had been escalated and would be worked in the order in which it was received. Total time on the call both on hold and speaking was 1 hr 27 minutes, with majority of time on hold.
Company Response:
State: TX
Zip: 78665
Submitted Via: Web
Date Sent: 2018-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-03
Issue: Other transaction problem
Subissue:
Consumer Complaint: On the XX/XX/XXXX, I made a XXXX SEPA transfer from my XXXX Bank Account to Coinbase Account in XXXX XXXX Account. I noticed something could go wrong as I made the transfer in GBP to their XXXX account. So on Thursday XX/XX/XXXX I sent them an email ( XXXX ) asking them to look into the transfer and to tell me what was going on. They gave me an automated template reply and that was it. On XX/XX/XXXX I sent them another e-mail asking for information again. During the following 10 days, I spent my time searching the net for contacts, feedback from other users and sent a couple of XXXX to Coinbase account. Nothing still. On XX/XX/XXXX they finally replied telling me how to do a SEPA transfer. Nothing relating to solving the issue. XX/XX/XXXX I called my bank ( XXXX ) and they confirmed the money had been received on XX/XX/XXXX and it would most probably what is called a Holding Account. So I took that information and sent them another email with all the details of the transfer. Name, date of transfer, amount, IBAN, SWIFT, Unique Transfer Reference Number and Account Reference Number. On XX/XX/XXXX, 3 tickets later, I sent them another email, this time threatening action. On XX/XX/XXXX, they finally email me back asking for proof of transfer. A screenshot of the payment that shows the IBAN and a portal address for me to upload to. I did straight away. Until now, nothing else. I understand I made a mistake. I 've never done a SEPA transfer and the currency option got completely overlooked. BUT 13 working days for a transfer that should take around 1-3 working days is a JOKE. 22 days in limbo without knowing what has happened to my money.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-03
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Wired {$10000.00} USD from Coinbase, Inc onXX/XX/XXXX to my personal bank account which I have done before. Showed wired was completed onXX/XX/XXXX. It is now XX/XX/XXXX and still no money. I have called coinbase everyday and nobody answers. I have called XXXX XXXX in New York who supposedly does their wiring and they have no knowledge of the wire. I have opened numerous cases with coinbase support only to get automated messages saying they will respond and they never do. Have all screenshots and documentation showing completed wire from Coinbase to my bank and where they even charged me for the : completed '' wire. Please look into this.
Company Response:
State: TX
Zip: 77340
Submitted Via: Web
Date Sent: 2018-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-03
Issue: Money was not available when promised
Subissue:
Consumer Complaint: XXXX XXXX I sold Ethereum, Litecoin, and Bitcoin for USD to be wired into my US bank account via the company Coinbase (www.coinbase.com). There was a statement saying there was a delay in withdrawals and it could take up to 10 business days to receive my money. It is now XXXX XXXX, and I still have not received my money. The status on coinbase for these transactions says "complete", however no money has been received. Created a support ticket with coinbase XXXX XXXX, and have not heard back yet.XXXX Bitcoin sold for XXXX USD. Coinbase reference code - XXXXXXXX Ethereum sold for XXXX USD. Coinbase reference code - XXXXXXXX Litecoin sold for XXXX USD. Coinbase reference code - XXXXThese should come in as 3 separate direct deposits for a grand total of XXXX.
Company Response:
State: LA
Zip: 704XX
Submitted Via: Web
Date Sent: 2018-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-03
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I have had a pending digital asset deposit worth a lot of money stuck in limbo for a very long time. The exchange ( XXXXCoinbase ) refuses to respond to my messages and I can not get in contact with customer support about this issue.
Company Response:
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2018-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-03
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Dear Sir/Madam I transferred XXXX to Coinbase a cryptocurrency platform. On XXXX-2017 from my XXXX bank account XXXX. The transfer payment ID is XXXX. I have transferred the payment using SEPA. I emailed coinbase several times but their reply is very generic saying that we have escalated your case and afterward no response. According to the company, my transferred payment should show in my coinbase account in 10 business days but almost a month has been passed now. I am in dire need of my funds. Currently, I am a student in the XXXX at the moment and is suffering from XXXX conditions. I need to pay my hospital bills as I am an XXXX XXXX I dont have access to free healthcare. I have written to coinbase several times but no avail. I want to cancel my transfer order and want my money back in my bank account to pay the bills. I have also written to coinbase CEO XXXX. My case was escalated two weeks ago and still no follow up.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-03
Issue: Other service problem
Subissue:
Consumer Complaint: I am a registered user of coinbase.com When I try to log in I receive a confimarion SMS. Around XXXX 2017, I had to change my phone number. The SMS verification codes still get sent to my old phone number and I wanted coinbase to change it to my new phone number ever since. This process of changing my phone number requires the verifcation of my ID. I tried this numerous times and it never worked, mostly because : unknown reason and sometimes because they have me as : forename ; surname and on my documents its surname ; forename ( XXXX have surnames infront, basically x, y doesnt match your name y, x ). I tried contacting the customer support at coinbase.com, but they never replied. I have funds ( BTC, ETH ) in my account that are important to me and I can not access them and the customer support does n't seem to want to help me in any ways.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-03
Issue: Fraud or scam
Subissue:
Consumer Complaint: Hi, i did a wire SEPA transfer on XX/XX/XXXX of a sum of XXXX Euros into my Coinbase wallet and im still waiting for my money, talked with the costumer support few times, i have provided all information i have been asked and im still waiting. They claim that the reason why i havent receive my funds is because i need to verify my ID, by XX/XX/XXXX my identity was still verified, now i have changed my phone number and im trying to verify my id but their verifiying ID app isnt working at all. Thank you in advance XXXX XXXX XXXX
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A