Date Received: 2017-12-15
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: XX/XX/XXXX I did two transfer of XXXX every transfer so in total XXXX but in my coinbase account is XXXX when I call customer service support they told me that there was a delay in the SEPA transfer but XX/XX/XXXX I did a test with small among of money I transfered XXXX andi arrive one day later to my coinbase account. I am really scared because The service support told me that They do n't see the wires transfer from my side, but it is really weird because after the two transfer in my coinbase account in Method of payment appeared my bank account number and I have never put the data inside. The Ticket number that customer service gave me are XXXX. They can find more information about transfer documents with all the details inside. XX/XX/XXXX I talk with my bank and they are claiming to his bank ( XXXX XXXX XXXX ) the transfers what I did because the answer of Coinbase is that both transfers never arrived.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-15
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XXXX-XXXX-2017. Coinbase communicated to me via email to confirm new devices with IP address from XXXX and XXXX, asking me to immediately disable the account in case you do not recognize these activities I live in XXXX, and so I followed their advice by disabling my account through a link sent to me by coinbase. The problem that now I can no longer access my account and I 'm worried about my deposited money, the support always responds with a robotic message. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX For fraud and scam Thank you for this chance
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-15
Issue: Other service problem
Subissue:
Consumer Complaint: I have been trying to complete the ID verification process at Coinbase Inc for the past two days. Their system indicates that customers will experience slow response times. There is only one way to upload and ID for verification via the app and no other option. My funds are being held hostage as I can not execute a sale until they verify my driving license. Very poor experience - I was also on hold for over an hour. Likely a similar experience for many others.
Company Response:
State: CA
Zip: 94583
Submitted Via: Web
Date Sent: 2017-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-14
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I have an account on Coinbase, which I use to invest in bitcoin. I have been using Coinbase since XX/XX/XXXX. Since XX/XX/XXXX, I have been unable to make any transactions, including selling my bitcoin. The message I get when I try to sell is that I need to first verify my identity. This has never been a problem in the past using coinbase, so I 'm confused as to why they need this now. When I go to verify my identity, I put in all the correct information and coinbase says they can not verify my identity. This basically means that I am locked out of the funds that belong to me. I first reached out by submitting a support ticket on their website on XX/XX/XXXX. Their response the next day was some generic message about trying to format my apartment number differently or using my legal name instead of a nickname, etc. I responded saying this was not the issue, as there really is n't any other way to format the information I 've given them on the identity verification page. I have heard nothing since then. I also reached out to their support XX/XX/XXXXpage on XX/XX/XXXX and have received no response. I also have made multiple calls over multiple days to their support line, and all I get is an automated message saying their support line is too busy to take my call and they hang up on me. With how volatile the price of bitcoin is, I 've lost hundreds of dollars because I am unable to make transactions. I want to cash out and never use their service again, but I am being blocked from my own funds. They have ignored my repeated attempts to even get into contact with someone from their support team for a week now.
Company Response:
State: MD
Zip: 217XX
Submitted Via: Web
Date Sent: 2017-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-14
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Coinbase was supposed to transfer {$11000.00} to my account by XXXX XXXX they are very late and will not respond case # XXXX
Company Response:
State: CA
Zip: 95926
Submitted Via: Web
Date Sent: 2017-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-14
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Dear CFPB Attached below is a copy of my correspondence to Coinbase. I have also attached three screenshots of my transaction. Please speak to coinbase and have them allow this transaction to go through, my payment by credit card is supposed to be instant ( as other transactions with coinbase by this method have been ). I am getting absolutely no where with them and having researched online, it appears I am not the only one! Please help! Regards XXXX XXXX Dear Coinbase RE : Outstanding Ticket # XXXX Please note, that if my outstanding ticket ( as quoted above ) is not resolved within the next 24-48hrs, I will have no choice left but to escalate matters to the Consumer Financial Protection Bureau " ( CFPB ) '' for their thorough investigation. I firmly believe that 24-48hrs is a respectable timeframe considering my purchase of XXXX LTC ( LiteCoin ) has remained 'Pending ' since XXXX ( GMT ) on XX/XX/XXXX. This purchase was made by Credit Card, which is supposed to be instant. ( You will note from your records that I have made other purchases by this method, and they have all been instantaneous ). Background On the XX/XX/XXXX, I had attempted to purchase XXXX worth of LTC ( LiteCoin ). This would have equated to XXXX LTC. However, my transaction initially failed. I therefore received your email to advise me of such. I therefore proceeded with the transaction again for XXXX worth of LTC ( LiteCoin ), for an amount of XXXX LTC. This time, I did not receive any confirmation via email. My transaction is listed as 'Pending ' - Please see the screenshot attached herewith marked 'Screenshot 1 ' as evidence. This problem may have arisen as I attempted the transaction literally seconds later, for the same amount. It may have flagged something up on your system for review as per my telephone call with, XXXX ( One of your advisers ). Attempts to contact you. I have attempted to contact you via several methods such as XXXX, XXXX, XXXX XX/XX/XXXX, and Telephone calls. To no avail. I have spoken to one of your advisors, XXXX, on Thursday XX/XX/XXXX, who had advised me that he would 'escalate my ticket ' to a 'specialist ' who would look into this further. I have heard nothing since. He advised that it would appear as though my transaction flagged for review as he could clearly see the first attempt had failed, and that my second attempt had gone through as 'Pending for Review ' literally a minute or two later. I have made a further call to another of your representatives who advised that she could not say when my issue would be resolved and that XXXX had correctly escalated my ticket. The line cut off. I did not get chance to ask any further questions. In addition, I have had no such luck in receiving any form of response from your @ CoinbaseSupport or @ CoinBase XXXX representatives surrounding my issue. Solution I ask that you PLEASE resolve my issue. I am a fair and understanding individual, but this is now starting to cause me a great deal of distress and inconvenience. I therefore reach out to you, and ask that you please resolve my ticket and allow the transaction to go through, as intended. My Bank have confirmed to me on several occasions that there is no problem on their end. I feel that if this is not resolved within the timeframe quoted, then I will have little choice other than to escalate to the relevant authorities, namely the CFPB for their assistance. I have attached two further screenshots as evidence, and if needed, I can supply my XXXX evidence also to illustrate my lack of support and evidence of my telephone calls. Please resolve this issue for me, Coinbase. Please. It should be something simple for you to resolve. Best wishes and I hope to hear from you soon. XXXX XXXX XXXX
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-15
Issue: Other transaction problem
Subissue:
Consumer Complaint: Sent a wire on XXXX XXXX, 2017 to Coinbase for {$20000.00} to deposit into my account with them. The name on the check did not match with the name on the account at Coinbase so they sent an email saying that they were wiring the money back to the bank. I have the email, the wire transaction when it was sent and I have been emailing them every day and trying to call. No one answers the phone and I get a generic email back saying that they are overloaded and will contact me. It has been almost a month and still no response and no money sent back.
Company Response:
State: MA
Zip: 02703
Submitted Via: Web
Date Sent: 2017-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-15
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XXXX XXXX I wire transferred a total of {$7200.00} to XXXX XXXX XXXX for the purpose of crypto currency investments. The website stated Please note that the name on your bank account must match the legal name on your XXXX account for the wire to be accepted. I did not know this initially and I deposited the money using 2 different bank accounts that belonged to my husband and sister in law as we are all interested in investing. The wire transfer is suppose to appear in my account within 1-2 days and after I did research on why it hadnt arrived, I came to the conclusion it must be because of the different names on my Coinbase account and husbands/sister in laws bank accounts. However the wire transfers showed completed on both bank accounts with no funds in my XXXX account. I am worried the money is just lost now and Im out {$7200.00}. I debited {$250.00} from my husbands checking account and wire transferred {$5000.00} as well. Then using my sister in laws account, I wire transferred {$2000.00}. I have tried contacting XXXX directly through their customer support number and no one answered after waiting in line for about 3 hours. I have also emailed them with no response. How should I proceed about this? What is the next step I should take?
Company Response:
State: KY
Zip: 40324
Submitted Via: Web
Date Sent: 2017-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-15
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: Company : Coinbase XXXX : XXXX On XXXX XXXX, XXXX at XXXX XXXX XXXX I sold XXXX units of XXXX on the coinbase exchange for {$480.00} after fees. Transaction code # XXXX shows completed on their website yet the funds were not received. Payment method chosen was XXXX internal USD Wallet. Coinbase states that funds from sales will be available within minutes of a sale. As of this filing the proceeds from the sale have not been received. I filed a case with Coinbase Support, Case # XXXX, at XXXX XXXX XXXX on the same evening. I have yet to receive a response or acknowledgement of the issue from their customer support as of the filing of this complaint. Just to be clear, this is money never received from the sale of the coin within the coinbase system. There were no funds ever sent to any external addresses.
Company Response:
State: GA
Zip: 30062
Submitted Via: Web
Date Sent: 2017-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-14
Issue: Problem adding money
Subissue:
Consumer Complaint: I can not connect my XXXX account to coinbase to withdraw money.
Company Response:
State: MD
Zip: 21703
Submitted Via: Web
Date Sent: 2017-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A