Date Received: 2017-12-29
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XXXX XXXX XXXX, I sold {$13000.00} worth of bitcoin on the Coinbase app on my phone and had the funds transferred to my XXXX XXXX on coinbase as {$13000.00} ( due to a XXXX dollar fee ). This wallet is NOT my bank account and the funds should have been in my account instantly as soon as the bitcoin was sold. The sell shows as completed on XXXX/XXXX/XXXX at XXXX. The XXXX XXXX which the funds should been in INSTANTLY afterwards still shows as pending. I have sent multiple service requests and multiple emails with nothing more than just 1 response with no answer as to why my money is still pending. They have no longer responded after the first reply on XXXX XXXX, which, as I said, provided no answer. I have attached screenshots of my outgoing and pending transfer. My case number is # XXXX I also have other transfers/buys/sells which have gone through, but not this one.
Company Response:
State: CA
Zip: 95035
Submitted Via: Web
Date Sent: 2017-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-29
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I made a SEPA transfer of XXXX Euros to COINBASE on XXXX XXXX, XXXX. Until this day the amount is n't available in my Coinbase account. My bank told me that the transfer has gone through. Coinbase usually has the money available within 2 to 3 working days, which was the case of my previous transfer. For this one, it is taking too long. The phone support line does n't handle money transfer issues, so I used the online " submit a Request '' form at Coinbase 's website to no avail. The details of the request are : " I did a SEPA transfer from a XXXX bank on XXXX XXXX and I still have no available funds on coinbase! I could have doubled this amount by trading by now. Where is my money? Case ID : XXXX Updated : XXXX XXXX, XXXX XXXX PST Created : XXXX XXXX, XXXX XXXX PST. " This is preventing me from making some good investments I had in mind and I urgently request help in solving this issue. I 'm attaching the transfer details ( One PDF with the summay of the transfer, from my online account, plus the picture of the document that the Bank gave my in paper with all the transfer details along with its translation.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-28
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Initiated wire transfer withdrawal from Conbase/XXXX account for {$30000.00} on XXXX XXXX, XXXX to bank account. Amount was immediately debited from account. It is now XXXX XXXX and wire transfer has not been received. Phone support does not respond to transfer problems and refers them to email support. No response from email support to multiple requests. transfer XXXX XXXX - XXXX XXXX, XXXX XXXX XXXX Transfer ID : XXXX Customer support requests : reference to XXXX # XXXX reference to XXXX # XXXX
Company Response:
State: PA
Zip: 15650
Submitted Via: Web
Date Sent: 2017-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-28
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: On XXXX/XXXX/XXXX I decided to sell {$200.00} USD of XXXX cryptocurrency and have it go into my bank account. It 's been almost 10 days and have not seen a transaction. Contacting customer service on XXXX/XXXX/XXXX results in an AI bot that just keeps redirecting you through FAQ pages. Now I have money lost with the coinbase app showing transaction is completed in transferring funds and I have other the remaining coin that I 'll need to just extract. My bank account has been validated and linked to the service and which was validated through multiple deposis so it is n't the wrong account number.
Company Response:
State: TX
Zip: 77407
Submitted Via: Web
Date Sent: 2017-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-28
Issue: Other transaction problem
Subissue:
Consumer Complaint: Hello, So I open account with Coinbase and I had to link my bank account to transfer the fund from bank to Coinbase platform to be able to trade. Everything was successful till I had to sell my bitcoin for the amounts of {$1800.00} from Coinbase platform and deposited back to my bank account that is linked to Coinbase platform. Coinbase platform show that the transaction was completed by XXXX XXXX, 2017. But the problem is i havent receive the money yet and I cant reach out to Coinbase customer support and I have sent them multiple email with this matter to try to solve ASAP but unfortunately no response. This Coinbase fraud either stole my money or take the money to a different account and I need approve of the ACH transfer that has been done. Please advise how I can get my money back from the fraud company Regard
Company Response:
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2017-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-28
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Dear Sir or Madam, I am filing a complaint about Coinbase. I withdrew XXXX EUR ( in words : XXXX XXXX XXXX XXXX XXXX euros ) from Coinbase to my verified XXXX XXXX account on XX/XX/XXXX. The website of Coinbase promised a transfer until XX/XX/XXXX. Until today ( XX/XX/XXXX ) I have not yet received the promised funds. I have formulated multiple support tickets and also called the customer service desk, were I have not received an update on my transfer status. The customer service always confirmed that the status is " pending '' and that the funds should have arrived long ago, but could not tell me when they will finally arrive. The reference code within Coinbase is XXXX. My bank account was verified, as I was able to send EUR to Coinbase with the same bank account. I have earned the money myself and do not have any criminal records ( in specific I have no record of any violation against anti money laundry regulations ). If you could help me to receive my desperately needed funds, I would greatly appreciate that. Thank you very much. Since I do not hear back from Coinbase, you are my last hope to receive the funds. Best regards
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-28
Issue: Money was not available when promised
Subissue:
Consumer Complaint: In reference to Case # XXXX - LOCKED OUT OF COINBASE AND UNABLE TO ACCESS MY OWN MONEY FOR 8 DAYS AND COUNTING! Coinbase has locked me out of my account without any correspondence for eight entire days following a delayed withdraw incident I perceived as a possible hack scenario. Previously, I 'd attempted to send litecoins to my XXXX but something went wrong on the exchange site ; it said the transaction was complete after multiple seperate attempts, but maintained my same balance as if nothing happened in trade view ; also, there were no funds added to my external XXXX XXXX so I figured nothing happened. Over some course of time, the Litecoin began to mysteriously leave my XXXX account long after my intital attempts to transfer and I was n't seeing them in my XXXX XXXX ( Not typical in any delayed transaction I 've ever experienced ), so in a panic I contacted Coinbase and inquired with them as to what I should do for tax purposes if coins are stolen because I already knew they would n't / could n't refund me for anything stolen. Moments later, my coins began to trickle into my XXXX very slowly. I was relieved and informed them several times that I no longer have reason to believe my account was compromised and that I changed my password as they requested and to please unlock my account. My account has been locked for over a week and I have not had access to my own money in my own account. I only want it to be unlocked so that I can regain access to what belongs to me. I went to their subreddit accounts below and begged each person below to unlock my account as I was losing a lot of money and could do nothing because my hands were tied : XXXX ; coinbase_josh ; CoinbasePatrick ; coinbaseXXXX Employee ; XXXXCoinbase Employee ; coinbase_cindy ; Coinbase-XXXXVerified Coinbase Employee ; XXXXcoinbase ; I sent each person an email desperate for help and still have had NO RESPONSE from anyone since they locked my account. I can be reached at the email account associated with the case number/request and would like them to notify me after they 've unlocked my account. Thank you.
Company Response:
State: TX
Zip: 75115
Submitted Via: Web
Date Sent: 2017-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-28
Issue: Other transaction problem
Subissue:
Consumer Complaint: 1 Identifying Information -Coinbase account established under name XXXX XXXX for web security reasons. -Actual name of owner is XXXX XXXX XXXX . -Coinbase account number unavailable because of inability to log in to my account. -Owners email : XXXX -Original username used to set up account is same as email ; XXXX -Willing to share password to company if needed -Account number of XXXX XXXX account ( now closed ) used to originally purchase bitcoins is # XXXX -Bank statement with proof of purchase is available on request -Account number of XXXX XXXX XXXX XXXX ( XXXX ) account which is current checking account is # XXXX and general account number is # XXXX -Both accounts ( XXXX XXXX and XXXX ) are under the name, XXXX XXXX XXXX and XXXX XXXX account is linked with XXXX XXXX XXXX. -Bitcoins were originally purchased on XX/XX/XXXX for {$10.00} and XX/XX/XXXX for {$34.00}. Amounts totaled approximately XXXX bitcoins. 2 - Complaint I purchased XXXX bitcoins using Coinbase on XX/XX/XXXX and XX/XX/XXXX. During XX/XX/XXXX I closed my checking account at XXXX XXXX that I had been using for Coinbase which I used to originally purchase my XXXX bitcoins. I opened a new checking account at XXXX XXXX XXXX XXXX ( XXXX ) and was attempting to verify my bank account on the app, I requested numerous times ( 10-15 times ) to have verification charges sent to me, and the one time that the two verification charges were sent, I input them in the correct places on the app and was told that the amounts did not match their records. Each time that I tried to have the verification charges sent to my bank account, I have checked over and over in my checking and savings accounts and they were never there. At some point, I was checking my bank account and noticed that two charges from Coinbase, one for {$0.00} and one for {$0.00} were on my checking account. I immediately went to the Coinbase app and attempted to input the charges into the two designated spaces. I was then told that the charges that I had entered did not match their records. I suspect this may have been because one of the attempts I made to have the charges sent, they actually went through and I may have not noticed this and made another attempt which reset the previous charges so that Coinbase was expecting the charges from my most recent attempt, not the charges that actually went through. My Coinbase account was originally set up under the name XXXX XXXX for web security reasons. I was concerned that there might be difficulty linking my new bank account to my Coinbase account for this reason. During my attempt to update my personal information ( Name and address ) I was logged out of my account and when I tried to log back in, I received the message, " Your account has been locked. Please visit Coinbase.com to resolve ''. I visited Coinbase.com but I was directed to their general support page which did not have any links or answers to resolve my problem. I later tried to log back into my Coinbase account a few times and each time I would get the same message linking me to the support page. Later on, I received an email from Coinbase titled, " Notice of Account Closure ''. This email informed me that suspicious activity had been detected on my account and it was under their policy to close my account. They also informed me that I when I log into my Coinbase account I will be given instructions on how to have my funds sent to either another service or to my bank account. This is impossible though, because I am unable to access my account. I then tried to use the bot service on the Coinbase support page and tried calling, unsuccessfully spending three hours on hold with the company over four different phone calls to Coinbase and was never answered. Using the bot service, I received two response emails but neither of them addressed my request and appeared to be form letters. 3 Resolution needed 1 ) Allow updating of name and address on website 2 ) Verify new XXXX account without errors and with communication during process to ensure it works 3 ) Funds sent to bank. 4 ) I want the funds reimbursed to me at the value of Bitcoin on the date that my account was closed. It is through no fault of my own that this amount of time has passed waiting for my account to be credited since it was closed by Coinbase for vague reasons ( violations of policy ) which were not explained to me nor was I able to contact customer service and receive an explanation. The price of Bitcoin has declined since I first began this process of requesting my funds be sent to my bank account. The price of bitcoin on XX/XX/XXXX, the day my account was closed by Coinbase, was approximately {$16000.00}. The price of Bitcoin currently, as you know, has dropped and is approximately {$14000.00} at the time I am writing this.
Company Response:
State: WA
Zip: 98229
Submitted Via: Web
Date Sent: 2017-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-28
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: XXXX/XXXX/XXXX - I filed a ticket to Coinbase because it has restricted my account. I am based in XXXX and my account got restricted when I tried to login online from a restricted country. Case reference is # XXXX. I attached my government ID and utility bill as proof that I am a resident of XXXX. XXXX XXXX - Coinbase support responded that my case has been escalated to a Specialist and they are working on it. XXXX/XXXX/XXXX - no updates since. I filed new tickets but no resolution as promised by Coinbase.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-28
Issue: Other transaction problem
Subissue:
Consumer Complaint: I 've been having issues with my XXXX. Coinbase had me start a new account in XXXX and I never got my BCH from the fork in my new account. I 've been trying to get a hold of support and they 've only sent out a blanket statement saying they are busy. Today, I try to log into my new account and it 's locked under XXXX again. I do n't have access to my XXXX XXXX app and I 'm stuck. No one is answering the phones and I 'm getting nervous about my money sitting in limbo.
Company Response:
State: CA
Zip: 92801
Submitted Via: Web
Date Sent: 2017-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A