Date Received: 2017-11-22
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: Complaint against Coinbase On XX/XX/XXXX, I attempted to buy {$200.00} worth of XXXX. I pressed confirm buy but nothing happened. I watched, logged out, logged back in later, still no indication my purchase had gone through. So I tried the purchase again. Immediately my purchase showed up on the screen as confirmed. I assumed the initial attempt to buy was unsuccessful. Then I noticed that my bank account had been charged for two {$200.00} purchases. I checked my Coinbase account and only one purchase was credited. I called my bank and asked them to reverse the payment for which Id received no credit. They reversed that payment. Fully one week later on XX/XX/XXXX the initial purchase, for which I 'd had no confirmation, finally showed up in my Coinbase account. But by then my payment had been reversed. I contacted my bank but they could not reverse the reversal. Today, I found that Coinbase took back {$200.00} worth of XXXX out of my account but did it at todays Bitcoin price causing a loss to me. This was a problem caused by a failure of their system. I should not incur a loss because of their error. Now my Coinbase account is locked. I ca n't buy or sell. I ca n't set up a new payment system. I 'm totally stuck. I 've tried repeatedly to contact Coinbase Customer Support with no success. They have no phone number to call. The email address for customer support no longer accepts messages. I 've repeatedly communicated through their online customer support contact system without success.
Company Response:
State: NM
Zip: 875XX
Submitted Via: Web
Date Sent: 2017-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-22
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Bank transfer sent by SEPA payment to Coinbase on XXXX XXXX 2017, my account has still not been credited
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-22
Issue: Fraud or scam
Subissue:
Consumer Complaint: In XXXX of this year I opened an account at Coinbase the most well known exchange for cryptocurrency ( https : //www.coinbase.com ). On XXXX XXXX, 2017 upon trying to do a trade I was asked for re-verification of my identity. as requested I submitted copy of my drivers license, got a notice that verification failed. Tried it a couple of more times. Same result. I called support they said everything looked fine on their end and that they will send it to their next support level. Got an email right away that it will take 4 to 5 business days. In the mean time my account is complete frozen. That was on XXXX XXXX, over a month ago. I have over {$42000.00} in my USD account. Called support three more times. They indicated I need to wait my turn in upper support. I tried to withdraw the funds. I could not. I called to close the account they said I could not until issue is resolved by upper support that there is nothing anyone can do.
Company Response:
State: CA
Zip: 92037
Submitted Via: Web
Date Sent: 2017-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-22
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Am an XXXX customer of the digital assets broker coinbase ; did a eur withdrawal of XXXX eur on XX/XX/XXXX XXXX XXXX and was expecting to receive the money in my verified XXXX banking account on XX/XX/XXXX. Today, XX/XX/XXXX am still waiting for my eur withdrawal to arrive. Despite several attempts and messages using all the possible digital channels ( email, support.coinbase, XXXX, XXXX ), all i got has been a generic message from a couple of coinbase support team members more offensive than helpful like " XXXX from XXXX, Im going to reach out to someone on the team and see if they can provide me with a resolution or more info. Expect a follow-up from me within 24-48 hours. " or a generic " Thanks for reaching out. Having investigated the issue, I am working with a specialist to address it properly. We will follow-up with you as soon as we have an update. '' This is not the kind of responses one expect from coinbase, moreover I have a verified account in place since XX/XX/XXXX. I will also provide formal complaint to the XXXX XXXX Police and inform my bank 's fraud department so they can decide wether to inform their customers of the risks implied in operating w/ coinbase and its associated banks ( XXXX for XXXX customers ).
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-22
Issue: Other transaction problem
Subissue:
Consumer Complaint: Company Name : Coinbase/XXXX XXXX XXXX : XXXX XXXX Hello Sir, Me and my husband are customers of Coinbase/GDAX and have been using their services since XXXX was going well and had made many transactions in Buy/Sell of XXXX Currencies like XXXX, Bitcoin and XXXX. Unfortunately on XXXX both our accounts were locked and hence sent out an email to the XXXX support, but didnt receive a response and hence forth I called up to their number by doing a google search which shows as below. In fact, the below number popped up first the day searched, as I have already complained to XXXX and also updated XXXX and XXXX and in XXXX forums to alert everybody now it shows little below and also a new number has been created.So basically the number is a SCAM which nobody couldnt realize as it clearly stated XXXX support. XXXX - SCAM number https : XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX https : XXXX https : //blueprints.launchpad.net/mistral/+spec/coinbasetusupport http : XXXX ( XXXX XXXX XXXX! XXXX : XXXX When you hit XXXX for XXXX support, this is what pops up : XXXX : XXXX? XXXX & XXXX & XXXX & XXXX & XXXX ... XXXX ... XXXX ... XXXX ... XXXX XXXX XXXX XXXX XXXX & XXXX & XXXX & XXXX ... XXXX ... XXXX ... XXXX As a worried customer, I called the above number XXXX where they said they are XXXX support and would help me get into my account and also help me put my account into secured servers to avoid future issues. However, they remotely connected and found that our accounts were locked and told me to wait for few days and on and off were following up on phones. We got our accounts access back on SAturday XXXX and XXXX the scammed guys took control over my computer remotely and stole my BTCs. I realized that they are scamsters and reported to XXXX in two hours when the unauthorized transaction occurred and requested them to stop it but they stated that the trasanctions are irreversible and they wont be able to do anything. The transaction was remotely done which obviously shows our HOME IP address only and also obviously my login etc and hence Coinbase/XXXX blames it upon us for the unauthorized transaction that we are resposible for everything and they couldnt issue any refunds. We had XXXX BTCs which were approximately worth {$14000.00} on XXXX which are little more priced today.Its not a small amount for us to let go and take the blame upon this. I would clearly want to state these points over here : SECURITY ISSUE 1 : An email to be sent for a confirmation from the customer, atleast once the transaction is initiated. The scammers/hackers are quiet intelligent enough to hack 2FA code and also would like to let you know at times if we login from the same computer it doesnt ask for 2FA code which happened in my situation [ Please check on my logins for proof ] So email would be an alternate option. SECURITY ISSUE 2 : When customers store such a huge amount in the WALLET [ ACCOUNTS ], an external security is much equivalent to internal code security! As the company maintain a team for internal security, Iit is necessary to maintain an external security on the scams happening around using the company name and to check around atleast what is showing upon google. Generally huge companies like COINBASE, should atleast alert customers on the genuine phone numbers of theirs and to clearly update that they dont have any alternate numbers or not to believe any calls which say they are calling from Coinbase. This issue is one serious issue when they are holding huge amounts of customers in the WALLET. SECURITY ISSUE 3 : Also every customers who invests/trades in BTCs might not be an intelligent/technology geek and they cant expect them to read long length of terms and condition especially related to security. There might be old people, non-technology geek people, newbies for crypto.So such emails would definitely make them to be alert and stay secured. They cant expect every customer to be a Technology/Cryptocurrency Geek to completely take care of the accounts, atleast a minimal email alerts to let them know on how to take care of the accounts would be great. SECURITY ISSUE 4 : I understand they have a large flow of inmails but when customers like me are devastated with loss, its hard to get to reach of customer care and get an answer on such fradulent activities.I atleast called less than 2hrs before to stop the transaction [ I know its irreversible ] SECURITY ISSUE 5 : When the Website source code which enables the security for 2FA an addition of valitiy on email for transactions would also be good. I have done my research on the transaction and the transaction clearly states the IP address was not mine, which I have a proof of. However based on these external issues which company is also responsible for, I request for a refund of my lost BTCs on our accounts. Note : My mobile company records the calls and all the phone conversations were recorded. From my end as A GOOD SAMARITAN : I called XXXX to udpate the FRadulent issue and requested them to remove these numbers as they are part of scam and many users might fall victims for this. -- - I have call records for this. I even alerted the remote control company the fraudsters used to access my systems. [ connectwise.com ] This is the XXXXP address of the transaxtion which is not my HOME IP : XXXX Address XXXX Current Balance XXXX Wallet Name XXXX # Transactions 11 Most Recent Known Output None Total Received XXXX Most Recent Known Input bitcoincopy - XXXX First Transaction XXXX XXXX Website Appearance Last Transaction XXXX XXXX Website Country Last Transaction IP XXXX Website Description Also i took the initiative to update in all the forums about these fraudulent activities and scammed numbers. XXXX!
Company Response:
State: AR
Zip: 729XX
Submitted Via: Web
Date Sent: 2017-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-22
Issue: Other service problem
Subissue:
Consumer Complaint: Hi, I opened an account with coinbase. Their online XXXX system only works if you have driving license. I do n't. One day my account gets frozen and I am being told to unfreeze it I need to verify my documents. Their system is badly built with the section where I can submit my documents does n't work if the account is frozen. This has been going on for 2 months now - i even called their CS but they keep telling me that specialist will call me and nothing. No one is responding to my emails either.
Company Response:
State: CA
Zip: 92880
Submitted Via: Web
Date Sent: 2017-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-21
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX I attempted to purchase {$2000.00} in bitcoin from Coinbase inc. Their mobile app froze and i went to do it on a computer. Unknown to me they duplicated the transaction. So instead of {$2000.00} it was {$4000.00}. I contacted them to explain for which they told me tough luck. I contacted my bank to alert them and they took steps to stop the duplicate. However according to a support specialist at coin base, they decided to take {$2000.00} from me to cover that transaction. This makes no sense as my account went from {$4000.00} bitc coin to XXXX. Im not sure why they took the othetr {$2000.00} our and when I asked them where the money went nobody knows. So basically they stole money from my account and made is mysteriously disappear.
Company Response:
State: NY
Zip: 113XX
Submitted Via: Web
Date Sent: 2017-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-21
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I submitted an transaction on Coinbase to transfer XXXX litecoin from my coinbase account to my hardware wallet address on XXXX XXXX. It 's now 6 days later and the transaction is still pending and the transaction hash is not on the blockchain. I 've made multiple attempts to contact coinbase support to get this fixed and they 've been unresponsive no matter the avenue I try to contact them through ( coinbase support email, XXXX support email, XXXX, XXXX etc ).
Company Response:
State: NJ
Zip: 07302
Submitted Via: Web
Date Sent: 2017-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-21
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XXXX XXXX, XXXX I opened a coin base account and transferred {$5000.00} into my XXXX wallet within the account and purchased XXXX XXXX coins for {$3000.00}. After this I transferred XXXX back into my bank no problem. so now I am left with {$3500.00} in my XXXX wallet and about XXXX XXXX coins. After this for some odd reason I was unable to move my money from my USD wallet back to may bank and I was unable to sell my XXXX. whenever i would attempt to make a transaction within my account a message would appear : " Before you will be able to complete this withdrawal, you must provide additional information at https : //www.coinbase.com/ssn ''. Then I proceeded to the link and provide my information. I provided my information correctly multiple times however, coin base system will not verify my identity even though I am who I say I am. So now after developing distrust with coin base my moved my XXXX to a different virtual wallet, but my XXXX is still left locked within my coin base account. Coin base has been terrible with trying to help me. they say their " specialists '' are taking a look into my case and when i ask them who the specialists are and where their offices are they have no answer. I would juts like my XXXX in my XXXX wallet back into my bank. Coinbase : " We have been experiencing a high volume of escalated cases recently and would like to thank you for your understanding and your continued patience while we review your account. XXXX # XXXX If your request is cleared, well send you an email. ''
Company Response:
State: NY
Zip: 14226
Submitted Via: Web
Date Sent: 2017-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-21
Issue: Money was not available when promised
Subissue:
Consumer Complaint: my coinbase account was restricted and they say that I am under XXXX when I have sent them my drivers license many times I was born XX/XX/XXXX.
Company Response:
State: NY
Zip: 138XX
Submitted Via: Web
Date Sent: 2017-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A