Date Received: 2017-12-12
Issue: Other service problem
Subissue:
Consumer Complaint: I have been trying to get my funds out of this exchange since XX/X/17. I have been locked out of my account due to a non-functioning " ID verification '' process that the company touts. I have provided all of the necessary information for them to assist me with the simple request of restoring access to my money. I have over 50,000 USD in my account and feel that waiting over a week after filing a support ticket is too long. I have not received a single email that has been anything more than an automatically generated response. I have been a loyal customer of this company, and I am shocked that there is no support to be found. I have tried direct messaging the company via twitter, filing a support request through their website, and emailing their support center directly. I have also tried calling them on their support lines, and have endured endless hold times and busy signals, never once getting through to a person. Over a week, and zero response from a company that holds a good chunk of my life savings.
Company Response:
State: TN
Zip: 379XX
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, the crypto currency wallet/exchange company, due to security reasons disabled my account and told me it would take 4 business days for them to verify the cause and give me an answer. Its been more than 8 business days and i still have n't heard back from them. Customer support stopped answering phone calls due to high volume of traffic. And when they did, about 3 days ago, they could access the account but werent able to give you any information. I spoke with at least 5 representatives and all they said was that i just needed to wait for someone to contact me by email. My funds are frozen and i cant access my account, I looked online to see if more people were having the same problem and found out there is thousands of complaints of people blocked out and accounts disabled for months. I currently have XXXX dollars and seems like i 'm going to loose my money. I thought this was a serious company since its based in XXXX XXXX and its the biggest crypto currency wallet in the world. Please do something!!!
Company Response:
State: FL
Zip: 33134
Submitted Via: Web
Date Sent: 2017-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-11
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/XXXX I transferred XXXX euros to Coinbase by bank transfer. The money was not there the day after so opened a support ticket. 9 days later they replied with a generic response. I have contacted them many times since but still dont have the money in my Coinbase account.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-11
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On Friday XX/XX/XXXX I purchased {$490.00} dollaras worth of Ethereum from Coinbase using a debit card. These transaction are processed and credited instantly. Well it is now XX/XX/XXXX and I still have not recieved the property that I have paid for. I have sent multiple support tickets that have not been answered within in 72 hours nor will they answer their support office phone.
Company Response:
State: GA
Zip: 312XX
Submitted Via: Web
Date Sent: 2017-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-11
Issue: Other transaction problem
Subissue:
Consumer Complaint: I have an account with Coinbase/XXXX that was unexpectedly disabled right before an extremely large surge in price. My account was already verified and active ( successfully trading for days prior ). Timeline as follows ... XXXX XXXX : Account is disabled after a sell of all my coin on that exchange at XXXX XXXX {$8100.00} USD ). Plan to buy the dip was unable to be fulfilled. ( H:XXXX, L:XXXX ). Instructed to call support, but no phone support available and no voicemail able to be left. Emailed support via website. XXXX XXXX : No response, little activity in BTC. XXXX XXXX : Still no response, still attempting to call and email. Market surges in value ( H : XXXX ). Start a withdrawal despite website status stating that US withdrawals are experiencing issues. XXXX XXXX : Submit another request as market surges yet again ( H:XXXX ). Also file complaint with the BBB ( hadnt thought to file with CFPB yet. No responses. Current : Received my USD funds, but will be unable to capitalize on market activity for several days due to these issues.
Company Response:
State: CA
Zip: 91761
Submitted Via: Web
Date Sent: 2017-12-11
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: I am a normal individual. Not wealthy, not poor. Simply normal. I saved up a large sum of money XXXX {$400.00} ) to invest in cryptocurrencies. Of course, I chose the most trustworthy service : Coinbase ... Or so it seemed. At first, my experience was a dream come true. I invested in bitcoin at {$10000.00} before a meteoric rise, bought a full Litecoin, and purchased about {$60.00} in Ethereum. However, troubles came when I tried to sell my coins as promised by the company. I filled out the ID verification as requested an submitted it. Somehow, though, my account was found to be " restricted '' within an hour. This means that I can not buy, sell, or trade with the account. I ca n't even withdraw the money I invested. I put my trust in this company and all they 've done is spite me. My assets are now worth {$600.00}, nearing {$650.00} by the hour. I 've opened tickets, sent messages on their XXXX, and DM'ed on XXXX, but they refuse to actually answer. I pray that you 'll answer my cries for help and resolve this issue. For those who are not accustomed to the malpractice associated with this " business : '' DO NOT INVEST HERE. THEY DO N'T CARE FOR THOSE WHO FUND THEM AND CERTAINLY ARE APATHETIC TO OUR PROBLEMS.
Company Response:
State: OH
Zip: 44870
Submitted Via: Web
Date Sent: 2017-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-10
Issue: Fraud or scam
Subissue:
Consumer Complaint: I AM FROM NEW YORK STATE On XXXX/XXXX/XXXX Ive reached out to someone XXXX XXXX sell my portion of bitcoin to. I found this person via XXXX. After talking through text for a few hours, we agreed upon $ XXXX For XXXX XXXX, the {$340.00} was to be paid by him via the cash app. This scammers number was a voip number. Initially I sent a small amount of BTC to him and he sent money via cash app. I figured it was okay to continue the rest of the transaction. Sent XXXX to him and that was it, i called texted and received zero response. Frustrated his has happened, I went back to the original XXXX ad. Instead of texting the number on the ad, I emailed instead asking to buy XXXX BTC in cash The original XXXX ad was set to XXXX, PA. I received an email response a few hours later from XXXX XXXX asking if I was from California. I told him yes and began chatting on where to meet up to make the sale. I learned he is in XXXX, Ca, so I called the XXXX police department and explained to them what happened. A detective will be calling me back on a weekday to talk further. The officer I spoke to said its most likely can set up a sting to catch him. I have tried to call Coinbase but the dont have an actual phone number. I have called XXXX cash card and explained to them what happened, asking for the phone number of the person that scammed me. 10 days until they respond. I have records of all texts, transactions with numbers, his voip number, original XXXX ad as well as bitcoin wallet addresses I was giving by him. This is the original XXXX ad XXXX : XXXX
Company Response:
State: NY
Zip: 14620
Submitted Via: Web
Date Sent: 2017-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-10
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XXXX/XXXX/XXXX, I made a wire transfer in the amount of {$1800.00} to Coinbase, Inc. ( XXXX ). This money is supposed to show up in my account, at most, one business day after being sent. Today is XX/XX/XXXX and it has yet to show up in my account. I have called Coinbase 's customer support line eight times and every single time the automated message said that they were experiencing heavy traffic and then hangs up. I sent 4 e-mails to them as well, but have yet to receive a response.
Company Response:
State: NY
Zip: 11223
Submitted Via: Web
Date Sent: 2017-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-09
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XXXX XXXX XXXX XXXX I bought XXXX USD worth of XXXX on CoinBase using my XXXX bank account, without being asked for personal identification. On XXXX XXXX the value of the XXXX has gone up and since XXXX futures would start trading on XXXX XXXX I decided to reduce my exposure and attempted to sell the XXXX USD worth of XXXX I was only able to sell XXXX USD worth of XXXX into us dollar at the exchange rate of $ XXXX/XXXX HOWEVER, Coinbase asked for my personal identification in order for me to sell the rest of the XXXX. Since I am a XXXX student in the US using a XXXX XXXX I am unable to provide my SSN, so I had to take pictures of my passport and send it to Coinbase. Coinbase uses a third party to verify my XXXX ID and the third party is not working. I have waited for two hours and still have not got a comfirmation, and the value of the rest of my XXXX is going down rapidly ( down 7 % since I have initially attempted to sell ) as of the time I am writing this. Why did Coinbase not notify me of this when I made the buy order? Now my assets are being exposed to risk that I do not wish to because I can not liquidate them into US Dollar due to Coinbase 's identification system not working for XXXX XXXX holders.
Company Response:
State: NY
Zip: 14623
Submitted Via: Web
Date Sent: 2017-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-09
Issue: Other transaction problem
Subissue:
Consumer Complaint: The situation is detailed below. On XXXX XXXX, I bought 2 XXXX for {$640.00}. This money was charged to my bank account XXXX XXXX Bank XXXX on XXXX XXXX and XXXX XXXX. I started a conversation with XXXX XXXX XXXX XXXX on XXXX XXXX, with her first responding on XXXX XXXX. After not getting resolution to the situation, I filed a chargeback for the double charge through XXXX on XXXX XXXX. I immediately received a credit on my account for the amount that was double charged. On XXXX XXXX, my Coinbase account was locked from buying/selling/transferring and a message was placed on the homepage that I needed to make a payment to unlock my account to repay the {$640.00} chargeback. Due to the fact that I have significant assets in Coinbase, I attempted to unlock my account with a credit card payment on XXXX XXXX, only to be able to access my account while the situation was further looked into. I was unaware that the chargeback would lock my account and I needed access to be able to buy/sell/trade my account. Unfortunately the credit card payment was denied by the bank, and therefore my account was not opened. Now, on the front page of Coinbase it says that I owe an amount of {$0.00}, and that until I pay that amount I will not be able to buy/sell/trade. Currently, no payment options will go through to open my account. Therefore my account is locked until this chargeback which was completely legitimate is 'paid back '. I have provided XXXX with the screenshots of the double charge through XXXX, which is the only documentation that has been asked for so far, and I will attach them here. I have also provided here a search from my purchases on each of my accounts showing that only XXXX purchase was made of {$640.00} and this was for 2XXXX on XXXX XXXX. Thank you for understanding my concern regarding this matter and your urgent attention to opening my account which is in good standing. XXXX
Company Response:
State: IL
Zip: 618XX
Submitted Via: Web
Date Sent: 2017-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A