Date Received: 2017-12-19
Issue: Problem with customer service
Subissue:
Consumer Complaint: I previously had a Coinbase account, where I would invest money. The account has locked me out, forced me to withdraw my funds, and will not allow me to re-create my account. It says I was in violations of XXXX. XXXX has referred me to this complaint process to remove my name from whatever list I would put on so I can create an account.
Company Response:
State: CA
Zip: 92120
Submitted Via: Web
Date Sent: 2017-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-19
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Company name : Coinbase, website : https : //www.coinbase.com I made a transaction in coinbase. During the registration, it asked me for last 4 digit of social security number and my residence information, I provided all the information. I was able to made transaction on ( XX/XX/XXXX ) and, it was promised to me that XXXX ( cryptocurrency ) will be available with in a week ( XX/XX/XXXX ). when XXXX ( cryptocurrency ) was increased from {$100.00} to {$300.00}, company told me that they can not transfer the XXXX. It is a loss to me, if they denied me during the transaction itself I could go for to other exchange. I did the transaction of {$2100.00}, my account was showing the limit of {$3500.00}, so it was with in the limit. limit couldbe increase if I upload my id. during the transaction they did n't ask me to upload my ID for this amount of transaction. Please check the attchements
Company Response:
State: GA
Zip: 303XX
Submitted Via: Web
Date Sent: 2017-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-20
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On Wednesday XXXX XXXX, XXXX I initiated a wire transfer ( transaction # XXXX ) from my Coinbase account to withdraw funds to my personal banking account. The Company Coinbase is claiming " degraded service '' with a delayed transaction time of 3 business days. It has been 5 business days and they do not respond to emails. The total transaction amount was XXXX including a {$25.00} wire transfer fee. I also attempted to direct message them via XXXX but they do not reply. I currently have a case open with them XXXX. The initial email response I received from them last Saturday was a computer generated response that did not pertain at all to my situation. When I replied I got another generated response stating they might not respond for several days. I am not the only consumer with this issue and have spoken with other via XXXX who have been waiting longer. This is unacceptable.
Company Response:
State: GA
Zip: 30132
Submitted Via: Web
Date Sent: 2017-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-19
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: Hi, I have opened a Coinbase account two weeks ago and I have seen a set of odd transactions that either failed or were unclear to me. Furthermore, despite me linking some of my bank accounts with the app, there has been no verification. Same with my ID. They keep asking for pictures of my driver 's license to complete my ID verification, but nothing happens. I have tried since to close the account, with no luck. There is essentially no response coming from coinbase customer support, whether that is on the phone or via email. This is not only unprofessional, but also negligent. Constantly typing in the same information for it just to get rejected is simply not safe. I 'd like coin base to finally be able to close my account.
Company Response:
State: ND
Zip: 582XX
Submitted Via: Web
Date Sent: 2017-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-19
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXX, I ordered XXXX LTC ( Litecoin, Price per coin : {$150.00} ) via my linked bank account to coinbase Inc. for {$1700.00} USD, and XXXX ETH ( Ethereum, Price per coin : {$470.00} ) via this same payment method for {$2000.00} USD. On XX/XX/XXXX, I ordered XXXXXXXX ETH ( Ethereum, Price per coin : {$460.00} ) via same payment method for {$1200.00} USD. The money for these cryptocurrencies was withdrawn from my bank account on XX/XX/XXXX. Usually, the coins take 7 days to be deposited to my coinbase account. However, the three orders were canceled consecutively by Coinbase Inc a day before the scheduled delivery. I tried calling the customer service line in more than five different occasions, and there was no positive response from them, I have also sent couple of emails and created complain tickets, all to no avail. They have not delivered my coins, and they are still holding the money I paid for these coins. Since then, the prices of these coins have risen to : Litecoin, Price per coin : {$360.00} ; and Ethereum, Price per coin : {$840.00} as at the time of this complaint. Also, my account has been temporarily suspended from buying anything on Coinbase.
Company Response:
State: TX
Zip: 77084
Submitted Via: Web
Date Sent: 2017-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-19
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Hi, I 'd like to file a complaint against the following company : Coinbase , Inc . XXXX XXXX California United States I have the following trading account username that I 've been using for trading with Coinbase / XXXX ( XXXX is owned by Coinbase ) : XXXXXXXXXXXX I have attempted to withdraw my money out of Coinbase using the XXXX withdrawal method on the following 2 days ( 2 separate transactions ) : 1st transaction : XXXX ofXX/XX/XXXXXXXX XXXX : XXXX -Withdrawal reference : XXXX -ETA of supposed transaction arrival into my bank account ( quoting an e-mail confirmation from Coinbase ) : " XXXX will arrive in your bank account by XX/XX/XXXX. '' 2nd transaction : -XX/XX/XXXX of XX/XX/XXXX -sum : XXXX -Withdrawal reference : XXXX -ETA of supposed transaction arrival into my bank account ( quoting an e-mail confirmation from Coinbase ) : " XXXX will arrive in your bank account byXX/XX/XXXX. '' None of the 2 transactions have been processed so far, i.e. nothing has arrived into my bank account and I 'm missing the funds worth of XXXX ( EUR ). Hence they are already overdue for many days with these transfers ( from a XXXX law, the XXXX transaction needs to be processed within 2 business days XXXX. I should say that the previous XXXX withdrawals preceding these 2 transfers have been processed on time ( crediting my account no later than the 2nd business day ). I have logged a support case with Coinbase on the XXXX of XXXX with the following ID : Case ID : XXXX. However, I must say that the company owing me my money has not been very cooperative and I have not received any response as to when should the money be credited to my bank account. I tried to phone their customer center but it 's nearly impossible to get an answer from anyone ( was on the waiting line for more than an hour so I dropped out ). I even tried to get in touch via XXXX accounts dedicated to Coinbase support, still no luck. I need to point out that there have been numerous other cases from all the other different people that have been having issues with their XXXX withdrawals from Coinbase. So I 'm not the only one. I 'm attaching the following : 1 ) e-mail confirmation from Coinbase re. my 1st XXXX withdrawal transaction : XXXX XXXX ) e-mail confirmation from Coinbase re. my 2nd XXXX withdrawal transaction : XXXX XXXX ) Screenshot from the Coinbase web-portal confirming that those 2 last transactions are in PENDING state on their side, i.e. they have not been processed ( note the previous transactions as COMPLETED - they have been credited to my account, so no issues with the previous ones ) : Coinbase_screenshot.png ( Date of making this screenshot : XXXX oXX/XX/XXXX ) Please help me in resolving this issue. Thank you, Regards, XXXX.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-19
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/XXXX, I sent a domestic wire transfer to Coinbase in the amount of XXXX. Coinbase wire info states wire transfers received by XXXX XXXX are credited in that day received. The next day I attempted to call coinbase customer support. After being on hold for 1.5 hrs I talked to a representative that stated they could not help and directed me to their online support site to submit a request. On XX/XX/XXXX I received an e-mail stating the wire would be returned, and to expect payment with in 7 business days. As of today XX/XX/XXXX. I have not received any return of money and have sent other e-mails to coinbase support in time leading up to today. In addition, on XX/XX/XXXX. I called the bank where the wire transfer was destine for XXXX XXXX XXXX for assistance. They directed me to e-mail XXXXXXXXXXXX. As of today XX/XX/XXXX, I have not received a response.
Company Response:
State: WI
Zip: 546XX
Submitted Via: Web
Date Sent: 2017-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-19
Issue: Other transaction problem
Subissue:
Consumer Complaint: I have been a Coinbase customer for approximately 6 months. No issues until I purchased a new phone and my authentication key was lost. I use a 2 step process for security purposes. At any rate, their process to have that XXXX requires a user to upload a picture of a valid ID XXXX both front and back ) before the process is started. My ID has my entire middle name XXXX XXXX XXXX instead of just my middle initial, which is how I established my XXXX account. At any rate, I have patiently contacted them on numerous occasions via email. Responses are simply cut and paste. At one point I was told that they were investigating the issue but have n't heard back. I attempted to call their customer service line numerous times and eventually was placed on hold by an automated service while waiting for a specialist. I literally sat for 1.8 hours on hold. I have a lot of money in my account and simply want access. Respectfully, XXXX XXXX XXXX
Company Response:
State: TX
Zip: 78414
Submitted Via: Web
Date Sent: 2017-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-19
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I wired via XXXX XXXX euros to Coinbase on the XX/XX/XXXX17 from XXXX All account details were correct. I have now sent Coinbase 4 messages to either have the fund created my coinbase account and more latterly to have them returned to XXXX. I have not recieved a response from Coinbase. Funds are usual created within 3 days - this transaction has now taken 8 days. I would very appreciate your help to have the funds returned to XXXX as soon as possible.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-18
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I wired {$12000.00} to my XXXX account on XXXX from my wife 's account at XXXX XXXX. It went out of XXXX XXXX on XXXX and was accepted by Coinbase/XXXX. They took the wire and then informed me via email that because my account was not in my wife 's name they would not credit my account with the {$12000.00} and would send it back within 7 business days. I then emailed them back asking to please talk to me to resolve this on XXXX and they have not responded. Case number was XXXX. After waiting the 7 days and then some, I emailed them again on XXXX asking what the status of the wire was. They responded with a canned email on XXXX that did n't specifically answer or help resolve my problem in the least bit. I told them if they did not help me I would continue to escalate the situation in that email. I do not believe they read my email but just sent a templated one that was crafted to alleviate the masses. Case number was XXXX.
Company Response:
State: CA
Zip: 92672
Submitted Via: Web
Date Sent: 2017-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A