Date Received: 2017-12-13
Issue: Fraud or scam
Subissue:
Consumer Complaint: I TRANSFERRED BITCOIN INTO MY COINBASE ACCOUNT ONXX/XX/XXXXIT USUALLY TAKES 6 CONFIRMATIONS AND MORE OR LESS AN HOUR TO HAVE IT AVAILABLE OVER 12 DAYS HAVE GONE BY AND OVER 2000 CONFIRMATIONS. MY CURRENCY IS WORTH XXXX USD AND I CAN NOT ACCESS IT!! THE TRANSACTION SHOWS PENDING!!!! I HAVE EXHAUSTED EVERY RESOURCE TO CONTACT THIS COMPANY CALLING EVERYDAY TO THEIR CUSTOMER SUPPORT AND EMAILING WITH NO RESPONSE!!! THIS IS A COMPLETE FRAUD!!! ALL I WANT IS MY MONEY!!!! PLEASE HELP
Company Response:
State: CA
Zip: 92118
Submitted Via: Web
Date Sent: 2017-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-13
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I had an account with CoinBase for about 1 month. Where I brought about XXXX dollars with of Bitcoin and LiteCoin from CoinBase. When I was exploring the app, last week, I came across a feature that said verify identity, when I clicked on it and tested it, I got locked out of the account and my account was closed. They soon sent me an email saying my account was closed and that I had to move my founds off CoinBase, I was able to talk to a friend and move my money out. I have since missed several opportunities to buy more bitcoin and litecoin and this has caused me much stress. I have attempted to call their phone number several times to no avail. I have written to them on XXXX, XXXX and on their support website to no avail, not even someone letting me know that they are fixing the issue. This is not acceptable, especially from a financial institution where people are dealing with money and in this case large amounts of money.
Company Response:
State: CA
Zip: 93101
Submitted Via: Web
Date Sent: 2017-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-13
Issue: Money was not available when promised
Subissue:
Consumer Complaint: At XXXX XXXX ET on XX/XX/XXXX, I got an email that my XXXX Litecoin ( roughly {$5500.00} at that time ) from XXXX has been deposited successfully into Coinbase. Right after that, I got onto Coinbase to sell my Litecoin. However, the limit sell order I made did not go through, and instead was in a " pending '' state for over 20 minutes. After that, it was reverted back into an " Open '' state, which obviously meant that it did n't go through. I then tried to cancel that order, and that was when I got restricted. Not only could I not sell out my currency to USD, I 've also been locked out of my account. I 've sent in numerous support tickets and also called their customer support line ( 2 hour hold ), but no one gave me any reasonable response, and my money is still held hostage.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-13
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I initiated a wire transfer of {$10000.00} USD from my bank, XXXX XXXX XXXX XXXX, to CoinBase Inc. I confirmed with their bank that they have in fact received my funds. However, it is has been 2 days and I still do not have the funds in my account. I have tried emailing them 3 times and they do not respond. I continue to only get bot responses that are irrelevant to my issue. I am concerned I will never see the money. A business that manages money transfers and trades should never treat their customers like this.
Company Response:
State: WA
Zip: 98052
Submitted Via: Web
Date Sent: 2017-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-13
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I sent about {$2500.00} usd to coinbase to buy bitcoins from my bank account a few months ago. After a lost 2 factor device ( my phone ) I 've tried to contact them to regain access to my funds via ever possible method ( email, XXXX, XXXX, phone ) and they just do n't answer or reply with an auto message that does n't solve the issue. Other exchanges I 've used all quickly remedied the issue. At the moment these coins are worth about {$10000.00} usd and I can not access them. This is money I ca n't afford to lose. The one time I reached a real support agent after literally days on hold, they hung up the phone on me and sent an auto message that did n't solve the issue yet again and then did n't reply again on the phone or email. I absolutely need a reply from them asap to regain access to my funds. I have everything they could possibly need to verify my id, they simply do n't reply no matter what you do.
Company Response:
State: NJ
Zip: 08540
Submitted Via: Web
Date Sent: 2017-12-13
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 updated my Coinbase App on iphone on XX/XX/XXXX. The updated Coinbase app was requesting me to re-login. I received SMS verify code from them and it just didnt work on the app. After several times of trying, my Coinbase account was temporarily disable. I followed the steps from Coinbase.com and submit a support request through email. No one respond. From the morning of XX/XX/XXXX to today, I called Coinbase customers support line four times and waited 40 mins on average. The call was disconnected 4 times. They sent me follow up emails that provide same information I can find online ( not actual help ). They have no idea, or no plan on how to solved the problem. No one from Coinbase has ever contact me beside the email that tells me to wait. It has been 5 days. The market changes every second. Their irresponsible customer support could result really thousands of customer a desperate financial situation. Please help me.
Company Response:
State: CA
Zip: 94014
Submitted Via: Web
Date Sent: 2017-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-13
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I placed a wire transfer of {$25000.00} at XXXX XX/XX/2017 from my bank, XXXX XXXX XXXX , to Coinbase Inc , who instructed me to transfer it to their account with Metropolitan XXXX XXXX . Routing Number : XXXX Account Number : XXXX Recipient Instructions : XXXX As of this moment, the amount has not been credited to my XXXX account with Coinbase. I have opened a ticket with their support team and received no response. I have tried calling their support phone number and the phone was never answered. Case # XXXX This appears to have happed to several other people. XXXX XXXX XXXX
Company Response:
State: MA
Zip: 02150
Submitted Via: Web
Date Sent: 2017-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-13
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I did a wire transfer to Coinbase.com of XXXX to invest in cryptocurrency. I received a message on their website regarding the transfer and that it will be delayed and processed within 24 hours. It 's been 48+ hours now and nothing. I 've been on hold on their phone customer support for 1 hour, TWICE in a day. I 'm not the only one experiencing issues like mine. People have even been locked out and accounts r emoved with way more money than me, with no reasons given.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-13
Issue: Fraud or scam
Subissue:
Consumer Complaint: Requested wire withdraw at XXXX XXXX - XXXX XXXX, 2017 UTC in the amount of {$900.00} ( - {$25.00} wire transfer banking fee ) from Coinbase, Inc. and have not received the funds. Their online records show the wire " Completed '', however all attempts to contact their support have gone unanswered and I receive no response.
Company Response:
State: AZ
Zip: 85138
Submitted Via: Web
Date Sent: 2017-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-13
Issue: Other transaction problem
Subissue:
Consumer Complaint: My friend and I both have coinbase accounts. He gave me the corresponding email linked to his account so I could send him some ethereum, but he had n't realized he gave me the wrong email ( he gave me XXXXXXXXXXXX address when he XXXXXXXXXXXX address ) until after I had sent the transaction. The email that the transaction was sent to was not a valid email/not in use at this time. So, my friend created the gmail account and corresponding coinbase account to retrieve the funds, but they were n't there either. My account shows the transaction as Complete, but when running a report of my transactions it does not provide a transaction id. Spent an hour & a half on hold before getting ahold of support and when I told the guy that there is no transaction id and it 's like the funds disappeared into thin air he just said " Yeah, I do see that, that is weird. '' Then he just hangs up on me! I 've sent emails to all support staff email addresses that are publicly available. I 've tried contacting them via their XXXX support, their individual employee reddit accounts, posting on their subreddit and no one is replying in order to resolve this issue. I do n't have my funds, my friend does n't have my funds. So, to summarize, I XXXX ETH to that XXXX account on XXXX/XXXX/XXXX XXXX AM. It shows as XXXX in my account and the funds were deducted from my ETH wallet. They have not arrived in my friend 's account or the account of the gmail address. No transaction id exists for the " XXXX '' transaction. Was told by phone support " That is in fact weird '' and hung up on. Previous Case # s from attempts at getting support via their email system XXXX & XXXX. XXXX 's solution was " Reasons your transaction might be pending can be found here. Known delays and further information can be found on our status page. '' Which I already knew and had explicity stated that the transaction was already displaying as COMPLETED, plus there is no sign of a transaction id. XXXX 's solution was " If you sent digital currency from your XXXX account to an email address by accident, your funds will be returned to you in 30 days if the funds remain unclaimed. If the email address has not already been claimed, you could do so to ensure the funds are returned to you. '' Which I already knew and had explicitly stated I wanted to get MY funds back sooner than having to wait the 30 days. Since there is no transaction id I 'm left to believe that the funds are being held by coinbase. As it stands right now they 've stolen this money as far as I 'm concerned ; hence, why I 've decided to make this report.
Company Response:
State: PA
Zip: 19053
Submitted Via: Web
Date Sent: 2017-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A