Date Received: 2017-12-25
Issue: Other transaction problem
Subissue:
Consumer Complaint: I can not access my coinbase account : www.coinbase.com, The website will not let me login in the past past 21 days. The account uses my email address ad they do have my cellphone number ( for the second password ), my Driving license, my last bill, my photo I asked them more than 30 times through email, website-help tool, and 3 times phone request and they did not reply to any of my requests. I informed them that I wanted to sell my bitcoin and I need the money that I have in MY account, and I can provide whatever evidence for the identification purposes if the issue is because of that, but I have not revived any reply. I also asked if it is possible to provide me the reason beind blockng my account, but they have not replied either. I also informed them two weeks ago ( when the price of bitcoin was 50 % more of today ) that I want to sell my bitcoin, and I need the money ASAP, and I could provide them with any information that they need to open my account, but they did not replied back. After talking with them on the phone ( almost a week ago ), their representative told me he can not help me at all, and after I said " Should I talk with a lawyer? '' He replied " No I wont do anything '' and then he hang out the phone. Again, I emailed them and beg them that I need the money, and I am XXXX and I need my money back, and this is not ethical to keep my money for no reason, they simply blocked my email so I can not submit any request any more. At time I had access to my account I had more than 9K in my account, all of my saving, and wanted to cash them for the new year, and they did not let me. I do not have any option in mind, they did not provide me with a single reason for blocking my account 21 days ago, and keep asking them they simply do not care. ** I PUT MY FIRST AND MY LAST EMAIL AS A REFERENCE TO THIS REQUEST
Company Response:
State: NY
Zip: 10025
Submitted Via: Web
Date Sent: 2017-12-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-24
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Coinbase.com has disabled my account and I no longer have any access to XXXX in assets. The account shoes that I can not be reactivated until I make a payment of {$0.00} There is no option to make this payment. I have emailed support for 2 weeks now with no response. Please help!
Company Response:
State: CA
Zip: 90046
Submitted Via: Web
Date Sent: 2017-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-24
Issue: Fraud or scam
Subissue:
Consumer Complaint: After doing business with them for many months, Coinbase now refuses to authorize my ( previously valid ) account and claims that my address is invalid, when it in fact is not. They have effectively locked in excess of {$17000.00} of my personal funds and deny me access to it. I can not trade, buy, sell, or transfer funds from my account to my previously validated bank account. I believe this is an intentional policy, designed to manage cash-flow.
Company Response:
State: CA
Zip: 911XX
Submitted Via: Web
Date Sent: 2017-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-24
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: Ive started using Coinbase over two weeks ago as a way to start investing in crypto currency. I followed the steps on their website to set up my account and connected my checking account directly to their app ( as they recommended ). Ive made my first purchase on XXXX XXXX. As the delivery date stated XXXX of XXXX, I had no choice but to wait patiently until the funds clear. To my surprise, after a week of waiting, they cancelled 65 % of my investments claiming my bank is to blame. When I called my bank they said there were no issues or cancellations on their end so I contacted Coinbase again asking for an explanation. Customer service was non existent as I didnt get a reply to my emails ( yes multiple emails ). My bank account was charged for the rest of the transactions I made soon after but still no digital currency. Its now been 4 days since my digital currency was supposed to show up in my account and its still not there. I tried emailing again and still not a single reply! Ive tried reading about others who experience the same problem and was surprised to see how many people are on the same boat. Someone needs to hand it to Coinbase. Companies like that dont need to be in business.
Company Response:
State: FL
Zip: 33137
Submitted Via: Web
Date Sent: 2017-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-24
Issue: Fraud or scam
Subissue:
Consumer Complaint: I sent a deposit of {$3000.00} and {$2000.00} on XX/XX/XXXX from my bank to the company ( Coinbase ). After a couple transactions ( buys, sells, withdrawals, and deposits ), I was left with a total of {$6200.00} in my account ( XXXX XXXX ) onXX/XX/XXXX. I then tried to withdraw some of my money, however I received a message saying " Before you will be able to complete this withdrawal, you must provide additional information at https : //www.coinbase.com/ssn ''. I emailed the support team about this, due to the fact that I was able to do transactions freely before. I sent the support team 3 emails on ( XXXX XXXX, and XXXX ), all with messages relating to my problem ( system wo n't accept the additional information needed, why ca n't I withdraw from my account, etc. ). These emails were sent 13, 11, and 9 days ago. I have not received any helpful responses ( just really general automated responses ), thus I can not withdraw the money I deposited.
Company Response:
State: CA
Zip: 95828
Submitted Via: Web
Date Sent: 2017-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-24
Issue: Other transaction problem
Subissue:
Consumer Complaint: I am customer with Coinbase and have been with them for about 4 months now. I never had any problem with them until I try to log onto their website from XXXX, XXXX. I did NOT do any transaction just tried to log on to check current price levels. Coinbase immediately locked my account and has not responded to my many emails, opening of support tickets etc ....
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-24
Issue: Other transaction problem
Subissue:
Consumer Complaint: at COINBASE My account has been frozen for some " identity '' issue. They have re-verified my identity but my account and my assets are frozen. APARENLTY THEY USE THIS IDENTITY ISSUE AS AN EXCUSE TO LOCKOUT CLIENTS. I 'VE DISCOVERED ITS HAPPENED TO THOUSANDS OF PEOPLE WHO HAVE THEIR MONEY LOCKED UP IN COINBASE
Company Response:
State: SC
Zip: 29625
Submitted Via: Web
Date Sent: 2017-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-23
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I have XXXX bitcoins stored in Coinbase (currently about $3000+). On XX/XX/XXXX, I tried to sell and withdraw it to my bank account, but I couldn't because for some reason Coinbase couldn't verify my ID. The ID information that I submitted to open the account was obviously sufficient for me to buy bitcoin, but now they won't let me withdraw my money. On XX/XX/XXXX, I contacted their support center and explained the issue. I got an email back (probably automated) saying that they were looking into it. Then I didn't get any response for a week. On XX/XX/XXXX, I sent another email asking for a response and said I would go to the Better Business Bureau if nobody responded soon. No response. I went to the BBB. Another week later, XX/XX/XXXX, I got an email with instructions to help me verify my identity. The email instructed me to respond once I had completed the steps. I completed all the steps, but they didn't work. I still can't withdraw my money. I responded to the email asking what to do and got no response for another week. On XX/XX/XXXX I went to their support center again asking for a response, and saying I would go to the CFPB if I didn't get any answer within 48 hours. 48 hours passed, no response. So here I am.
Company Response:
State: GA
Zip: 30534
Submitted Via: Web
Date Sent: 2017-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-23
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: I hold virtual currency in a XXXX XXXX provided by Coinbase.com. To withdraw funds from the XXXX XXXX I must respond to one request for authorization that is sent by Coinbase.com to each of two separate email addresses I provided to Coinbase.com for this purpose when I set up the XXXX XXXX. Unfortunately I am unable to access the second of the two email accounts I provided for this purpose and, though I am actively trying to recover access to this email account, I CAN NOT AFFORD TO WAIT FOR IT 'S RESOLUTION BEFORE I NEED TO ACCESS MY COINBASE.COM XXXX. On XXXX @ XXXX XXXX PST I contacted Coinbase.com with a request to fix this problem and received an automatically generated response which states " Thank you for submitting your request. Due to increased volume it may take several days to receive a response. '' This is not a response that is appropriate to a company entrusted with the management of customer funds.
Company Response:
State: OR
Zip: 970XX
Submitted Via: Web
Date Sent: 2017-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-23
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I have XXXX to Coinbase on XXXX XXXX. On Coinbase website, they received the payment but set the status of it to " Pending '' and a message showing that the amount will be available on XXXX XXXX. On XXXX XXXX, I opened a case with the Support and still did n't get any reply from their support team. Today is XXXX XXXX and the case is still open.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A