Date Received: 2017-12-12
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: I added {$200.00} to my XXXX account via Coinbase while the price was about {$200.00}. It has withdrawn from my bank account but has remained pending for 36 hours. My last deposit was instant. My issue is that their customer service is talking about days to respond which can potentially cut my investment by 95 % at the current rate of growth. Also, side note, the app wont let me transfer money now.
Company Response:
State: FL
Zip: 33613
Submitted Via: Web
Date Sent: 2017-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-12
Issue: Fraud or scam
Subissue:
Consumer Complaint: My complaint is towards Coinbase where I previously had XXXX euro stored with them in what I believed was a secure wallet. On XXXX.XXXX.2017 I tried to login to my account at XXXX ( a subsidiary of Coinbase ) which I accessed through XXXX ( the first link in the search ) and was instead taken to a phishing site XXXX, set up exactly the same way as the original site. I tried to login and after two failed login attempts using my XXXX protection codes I recieved two emails, one which stated my email account had been accessed from an unauthorized location, and another to say I had transferred the entirety of my account in the form of XXXX to an unknown address ( screenshots attached of both emails ). After this happened I obviously contacted the company via email to explain the situation, whereby I was reasonably promptly sent a generic reply saying they had blocked my account and asking me to complete a series of questions as a security review. I changed my passwords as suggested and was told I would recieve a reply within 5 days. In the meantime I did some research online and realised I was not the only person to fall victim to this fraud and that Coinbase had been notified of this security breach as many as 11 days earlier via XXXX ( screenshot attached ) yet failed to do anything about it in order to ensure their customers were suitably protected. When I did recieve the reply a few days later, it was once again a generic response which somewhat predictably washed their hands of any wrongdoing and implied I would not be able to get my funds returned to me. After speaking to others who were scammed the same way and who have since seeked legal advice, Coinbase should be held liable for this breach of security and should refund their customers as they failed to act quickly enough to extinguish the threat. I hereby declare that I would like my original amount of XXXX euro refunded to my Coinbase account and my account unblocked as soon as possible or I too will be forced to take legal action against the company
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-12
Issue: Other transaction problem
Subissue:
Consumer Complaint: I purchased XXXX XXXX total of XXXX dollars purchased from coinbase when XXXX was at XXXX dollars on Saturday got the purchase successful message and was expecting the coins to be deposited as was shown on successful message. Coins never showed up in wallet or account. Now going value for XXXX is XXXX dollars and I am missing the XXXX coins I purchased and the profits from the growth in value. I am very unhappy that there are no people to talk to at coinbase and they have yet to deposit the XXXX XXXX I purchased as well as as the fact that I am losing profits from the investment I purchased on Saturday. The resolution I want is for them to deposit the XXXX XXXX I purchased immediatly.
Company Response:
State: ID
Zip: 83687
Submitted Via: Web
Date Sent: 2017-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-12
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Coinbase.com After years of issue free service, I was told that my " buys are disabled '' and I need to verify my identification. After, identification was successfully verified. Then I was told that my " buys are disabled for unknown reasons ''. I contacted support and they quickly got back to me telling me that they 're looking into it. I created another account with different information and different bank accounts. I was quickly told that my " buys are disabled for unknown reasons ''. I 'm now locked out of my account and I can neither withdraw the money I have nor buy more. I contacted support again and it has been 1 month with no response.
Company Response:
State: AZ
Zip: 85027
Submitted Via: Web
Date Sent: 2017-12-12
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: On XXXX XXXX I was locked out of my Coinbase account due to changing phones. I sent in all of the necessary paperwork on that. It 's been almost two weeks and I have n't heard a peep from them. I have over $ 50k in the account and ca n't access it nor do I have an update from them at all. I 've sent emails repeatedly, tried calling to no avail, sent messages to their support on XXXX and XXXX to no response. They 've done nothing and have told me nothing while they are holding my money and not letting me sell or get my money off the platform. I do n't know what else to do.
Company Response:
State: NY
Zip: 10009
Submitted Via: Web
Date Sent: 2017-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-12
Issue: Other transaction problem
Subissue:
Consumer Complaint: XXXX XXXX is blocking me from enabling external applications
Company Response:
State: CA
Zip: 92780
Submitted Via: Web
Date Sent: 2017-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-12
Issue: Other service problem
Subissue:
Consumer Complaint: On XXXX XXXX I purchased some cryptocurrencies on coinbase.com, then on XXXX XXXX I found out that my account has been disabled, I was not able to log into my account and withdraw those cryptocurrencies ( worth more than 2000 dollars now ), so I immediately sent Coinbase a ticket following their instructions @ XXXX XXXX XXXX Then I received an auto-reply from them telling me my case number : # XXXX From that day on, I 've been waited for 8 days and still nothing from them. Last week I figured out Coinbase 's support phone number and called, each time I stayed on the line for more than half hour, but the calls never went through. I 'm pretty desperate and angry right now. It seems like Coinbase does n't care about the customers like me. I know their support team is still functioning because several friends of mine tried to verify their Coinbase accounts last few days and their requests got proved immediately. So my conclusion is Coinbase choose to ignorant technical problems, they only respond to the problems that endanger their profits. I want my money back. Please help me.
Company Response:
State: MA
Zip: 01854
Submitted Via: Web
Date Sent: 2017-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-12
Issue: Other transaction problem
Subissue:
Consumer Complaint: My Coinbase account got suspended from selling and buying XXXX, XXXX, and XXXX. I believe the error is due to a Coinbase ID Verification error which causes a mismatch with the Coinbase account name with the name on a linked bank account. I have $ 1,500+ on Coinbase which I would like to sell, however I have been locked out of my funds and can not contact support in anyway. Phones are busy, and emails and DMs on Social Media are not being responded to. Other seem to be having the same problem.
Company Response:
State: CA
Zip: 95758
Submitted Via: Web
Date Sent: 2017-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-12
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Hello, This is in regards to XXXX. XXXX/XXXX/XXXX - I received an incoming bitcoin transfer in the amount of XXXX in bitcoins. Within an hour the money should have become available to me because there were over XXXX confirmations. The transaction was still " pending '' in my account which means I have no access to it. XXXX/XXXX/XXXX - I opened a case and asked them what 's going on. I did n't hear anything. XXXX/XXXX/XXXX - I asked again what 's going on. Within 3 minutes I get a response back about network congestion and transaction fees which is not related to my issue. It seems like just a cut and paste reply. I reply a few hours later explaining this is not what is wrong in my case and provided them with details of my transaction and why I am sure it is something on their end. I hear nothing. XXXX/XXXX/XXXX - I write to them again asking for an update and explaining that this is something on their end. XXXX/XXXX/XXXX - I ask them again to please correct this error. I also try calling their customer support number but it tells me they are too busy and it hangs up on me. XXXX/XXXX/XXXX - I call the customer service number again and this time XXXX press 1XXXX which is an option to press if you think your account is hacked. This gets me through to someone after some time on hold. Customer service looks into my issue and agrees there is something wrong and they said they made a new case for me to the payments department and put the priority to 10. They said my old case was a priority 1 since it was in the general pool of cases. I see the new case has been opened in my account. XXXX/XXXX/XXXX - I reply to my old case telling them I 'm still waiting. I get another cut and paste reply about high traffic and website outages which again, is not related to my case. This reply was also dated XXXX/XXXX/XXXX for some reason but is listed after my XXXX/XXXX/XXXX message to them. XXXX/XXXX/XXXX - I reply to my new case asking if there are any updates.
Company Response:
State: CA
Zip: 92691
Submitted Via: Web
Date Sent: 2017-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-12
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I sold ether tokens valued at XXXX dollars total it was suppose to deposit to my account instantantly it did not this was XXXX XXXX i 've called 3 times since its almost the XXXX of XXXX and this has not been resolved because my money was tied up i missed out on a XXXX dollar profit. when you use their email service it removes you from the que and puts you at the back of the line anytime you inquire about the status of your case. they dont give you a timeline for the problem to be resolved and depending on what button you push when you call it may instantly hang up on you
Company Response:
State: NH
Zip: 038XX
Submitted Via: Web
Date Sent: 2017-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A