Date Received: 2017-12-26
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: Hello, The Coinbase application was used to purchase digital currency. The order was executed and my credit card was charged but in my digital wallet and the reflection of the account within the app does not show the digital currency available. I reached out to Coinbase and did not receive a response with regards to my inquiry. At that time I felt the need to get help from the CFPB.
Company Response:
State: CA
Zip: 91791
Submitted Via: Web
Date Sent: 2017-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-26
Issue: Other transaction problem
Subissue:
Consumer Complaint: I have been locked out of my virtual currency account. Coinbase has my money trapped inside there system. I went to use my account one day and coinbase had logged me out, I went through the 2 step verification process and for no fault of my own the verification failed. As a result my account is locked with roughly XXXX inside which can not be accessed. I have emailed, rang, posted to XXXX and XXXX and although I have received a reply telling me they are processing my request it has now been locked since the XXXX of XXXX. My case number is XXXX. I simply want the account unlocked as there is nothing wrong with it and I have reset the password as coinbase requested. Kind regards, XXXX.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-26
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On Tuesday, XX/XX/XXXX, I transferred close to XXXX coins of Bitcoin Cash valued at roughly {XXXX} from XXXX to my XXXX wallet. The transaction made it into the Coinbase wallet but never arrived into the XXXX wallet. On XXXX, it currently says it 's Pending and it will be released at whatever the current time and date it is when you observe it, however, the funds are n't available. When you look up the transaction, you 'll see that it was confirmed on the XXXX and spent on the XXXX meaning that the transaction was completed and that XXXX is now holding the funds. I 've been emailing and calling Coinbase support multiple times for the past seven days with no answer at all other than one template email with an FAQ page that does n't address my issue. I have not spoken to one real person and they are simply ignoring me and holding my money ransom. I sent over my funds to XXXX because I wanted to sell when each coin was XXXX XXXX+ but I was not able to so. Coinbase has made me lose potential profits because the coin has severely devalued since then and the whole market changed dramatically in the past week. In addition to losing potential profits, I lost actual currency I had invested because I was not able to sell all week. They wo n't even take the time to give me an explanation of what 's going on, if my money is safe, if I 'll get it back, when I might expect it, nothing at all. Not one word, not even a statement on their website that they are having issues and we can expect an update at some time. Highly unprofessional and it makes me severely worried entrusting my funds to them.
Company Response:
State: NY
Zip: 115XX
Submitted Via: Web
Date Sent: 2017-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-26
Issue: Other service problem
Subissue:
Consumer Complaint: My Coinbase account has been locked since on or about XX/XX/XXXX. Apparently due to multiple invalid logon attempts after trying to change my password associated with opening an account with Coinbase 's exchange XXXX. ( email from Coinbase attached ). XX/XX/XXXX conversation with Coinbase support line at XXXX, ticket XXXX was opened with status of 'the issue has been properly escalated '. XX/XX/XXXX contacted Coinbase support was told the original ticket XXXX was not actually in the work flow due to some type of error on Coinbase Support 's fault. New ticket XXXX was opened and once again the status was 'it has been properly escalated '. Per XX/XX/XXXX email, I changed my password. I find it disturbing that I have the ability to change my password even though my account is locked. XX/XX/XXXX contacted Coinbase support at XXXX, yet another ticket, XXXX, was opened and was told 'Having investigated the issue, I am working with a specialist to address it properly ' XX/XX/XXXX, contacted support again at XXXX, spoke with XXXX , was told 'no new status, no eta, still escalated to highest priority. ' XX/XX/XXXX, contacted support via email, response as 'Ive just checked your account and can confirm that your request has been properly escalated. '
Company Response:
State: TX
Zip: 75056
Submitted Via: Web
Date Sent: 2017-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-26
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XXXX XXXX, I bought XXXX Litecoin on Coinbase for {$150.00}. On XXXX XXXX, I bought XXXX Litecoin for {$570.00}. On XXXX XXXX, I bought XXXX Litecoin for {$1200.00}. The total comes out to be {$1900.00}. When I tried selling all XXXX of my Litecoin, Coinbase told me that I had to verify my identity before I could continue. What does n't make sense is that Coinbase sent me an email saying " your identity has been verified '' on XXXX XXXX. I filled out all of the fields correctly and the app said it could not locate my ID and that I had to wait 24 hours to try again. However, after a week of trying to " verify '' my already verified ID, it still would n't let me buy or sell Litecoin. I submitted multiple support tickets and tried calling them, but received no response.
Company Response:
State: CA
Zip: 95014
Submitted Via: Web
Date Sent: 2017-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-26
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I 've made a wire transfer with the amount of {$35000.00} XXXX from my bank account to a cryptocurrency exchange XXXX and my deposit was not posted on their website or returned to my bank account as promised. I made the transfer on the XXXX of XXXX XXXX. They said it would take XXXX business day on their website for the deposit to be posted. XXXX days later I opened a support ticket on their website since the deposit have n't posted yet, after XXXX days they email me back with an general reply that my deposit would either be posted in XXXX business days or will be return within XXXX business days to my originated bank account if there is a problem. Since it 's the XXXX of XXXX XXXX, XXXX business days without any reply from them. Please help me out since I ca n't even reach anyone on their support team both by phone or by email. Transfer amount : {$35000.00} Wire tracking Number : XXXX My email : XXXXXXXXXXXX
Company Response:
State: FL
Zip: 32746
Submitted Via: Web
Date Sent: 2017-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-26
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: I purchased some bitcoin on XXXX ( What a great day to be scammed ) and the transaction fee said {$1.00} - Okay, no problem. Put through an order with a merchant and they told me they were only paid XXXX dollars out of XXXX -- Turns out, they charged me an astronomical XXXX out of XXXX dollars as a transaction fee! I would have NEVER put this transaction through if I was made aware of this charge! WHO WOULD?! It 's robbery and this company is a huge scam! I called, after an hour on hold, they said to email them and they ca n't help over the phone ( what?! ) .. Go to their site, and their email link does not work and they would not provide me with a working email address over the phone. I finally found an email address on XXXX, emailed them, got an autoresponse that they wo n't do anything a few hours later. I 'm in the process of completing a charge back with XXXX XXXX at the moment ( if that even happens! )
Company Response:
State: IL
Zip: 60660
Submitted Via: Web
Date Sent: 2017-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-26
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I have yet to see the proceeds from my US wire transfer created on XX/XX/XXXX, yet an ACH transfer has arrived and the Coinbase site says the wire transfer was completed on XX/XX/XXXX. They state that Wire Transfers only take a day or two to complete, but it has been two weeks and I have not received my funds. The amount was in the thousands and it was sent to my bank on the same account as my ACH, which did succeed, so I know the bank information is correct. I have contacted my bank 's wire department and they have no record of any wires for that amount over the past couple weeks - so it was n't an issue with the account details being incorrect, my bank had n't received any wire for that amount for any account. I first contacted Coinbase support via their support ticket tool on XX/XX/XXXX - but only received " canned '' responses for issues totally unrelated to mine. I responded to the ticket several times, and got a different " canned '' response for a totally unrelated issue, and eventually Coinbase stopped responding entirely.
Company Response:
State: WA
Zip: 98110
Submitted Via: Web
Date Sent: 2017-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-26
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Hi, I am currently awaiting 2 x {$10000.00} withdrawals from Coinbase for over 10 days. The withdrawals appeared to be complete on Coinbases ' website but my bank account has not been credited. I attempted to make these withdrawals on the XX/XX/XXXX and XX/XX/XXXX. I 've contacted Coinbase support via email, created a ticket ( Case ID : XXXX ) on their website, contacted them via XXXX, and messaged their moderators/employees on XXXX and have yet to receive a response. This is worrisome.
Company Response:
State: TX
Zip: 77099
Submitted Via: Web
Date Sent: 2017-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-25
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I am an XXXX XXXX currently living in California. Coinbase is not letting me withdraw my funds or do anything with my money in my USD wallet on its website after a successful deposit. It keeps asking for my SSN and says that I can withdraw my funds and close my account if I do not want to provide it. Since I do not have an SSN, instead, I only have a drivers license, I chose to close my account and withdraw my money. However, in the withdrawing page right before closing my account, it asks for my SSN again in order to withdraw the funds. That 's the problem since I wanted to close my account and withdraw my funds because I do not have SSN! I contacted their support for so many times and they never reply email or do anything.
Company Response:
State: CA
Zip: 92122
Submitted Via: Web
Date Sent: 2017-12-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A