Date Received: 2017-10-05
Issue: Fraud or scam
Subissue:
Consumer Complaint: Reporting Coinbase - sold my digital currency and placed in my EUR wallet. Followed instructions to send XXXX XXXX payment from XXXX bank account to get it verified and allow me to widthdrawnmy money. They state it takes 2 days after payment clears. That was XX/XX/2017 and my account is still not verified and I ca n't get my money out. I have sent 25 emails, raised 2 support tickets and send I direct XXXX messages - no response. My case numbers are XXXX and XXXX. If you could please assist me in this it would be much appreciated. I feel like my money has been stolen. Thanks XXXX
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-05
Issue: Other transaction problem
Subissue:
Consumer Complaint: I closed my Coinbase account a few weeks ago and asked to have a check cut and mailed to my residential address, which they have on file. That did not happen so I opened a second support case, asking again, please cut a check and mail to my address. Not only did I not get a response to either customer support case, the second case was apparently erased from their records. The amount of money involved is relatively small. However, I had also asked them to delete all information about me in their DB as they appear to be a very amateurish operation. - scary for a " financial institution ''.
Company Response:
State: WA
Zip: 98053
Submitted Via: Web
Date Sent: 2017-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-03
Issue: Other service problem
Subissue:
Consumer Complaint: Coinbase requires that I use a webcam to validate my account. I do n't own a webcam and the solutions they offered are inadequate.
Company Response:
State: LA
Zip: 70802
Submitted Via: Web
Date Sent: 2017-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-02
Issue: Other transaction problem
Subissue:
Consumer Complaint: I have made repeated efforts to speak to coinbase about the fact that they wo n't let me withdraw funds. I have been waiting nearly 3 months for a solution for this and they wo n't return any of my messages or emails. I have done everything that all their forums suggest, yet I still ca n't access my money.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-29
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XXXX XXXX XXXX My mother XXXX XXXX XXXX and Grandmother XXXX XXXX decided to invest in XXXX through a company called Coinbase. The money transfer happened on XXXX XXXX XXXX at XXXX am from a XXXX XXXX Account ending in XXXX for the purchase of XXXX XXXX XXXX XXXX XXXX. In XXXX of XXXX my mother XXXX XXXX XXXX passed away. I became the Estate 's Executor, trustee and personal representative. Since my Grandmother can not use a computer, she is XXXX years old, She asked me to liquidate the assets held by Coinbase. This should have been a non issue since I have the account login and passcode however Coinbase upped their security and I can not access the account. I first emailed Coinbase support sometime in XXXX XXXX however it took so long for a response that when they did respond I could not respond back due to working 7 days a week at my employment. I emailed them on XXXX XXXX XXXX at XXXX XXXX and explained the issue. It took forever to get a response and the back and forth started and basically canned responses with no real help. I told them my intention was to liquidate the assets. We have obtained a Power of Attorney so I can represent my Grandmother in this matter and they have had those documents for over three weeks with zero response. It has gone on for so long I doubt this is actually a legitimate company. Since their support is so non supportive and their dispute resolution team has been non responsive after over coming all their objections I have no choice but to file a complaint. I have 28 full 8.5 x 11 pages of emails printed of my communication with Coinbase. Its been now more than 7 months and still there is no resolution in sight for these assets that my grandmother would like liquidated. There should be no reason for Coinbase to deny me access to the account since we have obtained a legal power of attorney from my grandmother appointing me her representative. I firmly believe that it should not take 7 months to get a resolution and that this company has defrauded my Grandmother.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-29
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I purchased $XXXX worth of Litecoin on XX/XX/XXXX at approximately XXXX XXXX Eastern Time. My debit card was charged, but never credited to my litecoin account. I have E-mailed numerous times, and have not received a resolution to my problem. It is now 19 days later.
Company Response:
State: NY
Zip: 11370
Submitted Via: Web
Date Sent: 2017-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-28
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: On Tuesday XXXX XXXX at XXXX XXXX CST a transaction was initiated that withdrew {XXXX} from my bank account in order to buy bitcoin on coinbase.com. Although I had used the service often in the past this transaction was fraudulent -- at that time I did not even have access to a computer. I reported the fraudulent transaction to coinbase as soon as I noticed it had happened which was roughly about three hours later. I asked that the they cancel the transaction and they refused, stating that they would need to investigate the account security first. I reported this both by phone and by email. Coinbase immediately locked my account and I received an email shortly thereafter that was trying to glean how my account may have been compromised. I answered their questions to the best of my ability. After not receiving a response I called coinbase 's customer support line in an attempt to get my account unlocked and retrieve my funds, they repeatedly told me that hey " can not deal with account specific issues ''. I sent another email to support explain how much of a hardship this was causing me and once again asked them to reverse the transaction. I received no reply until today, Thursday XXXX XXXX. They again only tried to glean details regarding how my account may have been accessed and refused to address when I may be able to access my money or get it refunded. I have already provided as much information as I can in regard to their security question and stated as much. I only wish to get my money returned and have no interest in continuing to use their service. The irony behind the ordeal is that had I not reported the unauthorized transfer to coinbase I would have simply been able to transfer the money back to my bank account instead of having it withheld. The {$XXXX} debit overdrew my checking account by {XXXX} and I am accruing fees daily due to the overdraft. In addition to this, I will be unable to pay my XXXX rent, I 'm unable to buy groceries and I if this does not get resolved shortly I will wind up with a number of past due bills. Coinbase is holding my stolen money without consent or permission. I do not care if they close or disable my account but I need my money returned as it is causing a significant amount of hardship and additional costs.
Company Response:
State: IL
Zip: 600XX
Submitted Via: Web
Date Sent: 2017-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-28
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I was a regular user on Coinbase 's XXXX exchange for virtual currencies. One day while I was submitting orders their exchange had technical problems. My order was submitted and funds locked up, however, the order was never filled, and I was unable to cancel the order. Ever since my money has been unaccessible ( in any form ). I have tried reaching out to Coinbase over several medium including submitting a request ticker on their website and via email. I have received no response and my money has been inaccessible for days. Coinbase has become notorious for their treatment of customers complaints. In fact users have had so much difficulty contacting Coinbase that scam artists took note. A successful recent scam was to pretend to be Coinbase technical support and create phone numbers and websites. Frustrated users who are unable to get in touch with Coinbase would inevitably resort to XXXX for alternatives and unwittingly click or call one of the scammers. I would be satisfied if my money was returned to me, however, I feel that action should be taken to force Coinbase to handle customer complaints. I am not asking for a miracle, even a basic response after a few days saying they are looking into the problem would be acceptable. Please do n't let this business continue to act in this manner. 1. They are abusing their customers and 2. They are opening up a window for scammer to take advantage of their customers. I would be happy to provide my account and contact information if it helps in this process,
Company Response:
State: NJ
Zip: 07030
Submitted Via: Web
Date Sent: 2017-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-28
Issue: Other transaction problem
Subissue:
Consumer Complaint: I want to complain about Coinbase, a digital currency company based in XXXX XXXX, California. XXXX XXXX XXXX I have given you the link to their support page on XXXX. It is worth checking out and seeing how many of their other customers have had their money stolen. I had some issues early on when I withdrew my bitcoins, thinking that meant they would be put straight back into my bank account. It was only after many months later, when all my emails of complaint were ignored, that I saw that withdrawing your bitcoins does n't withdraw it back to your bank account but simply into your XXXX balance. In order to do this, I had to verify my bank account. Here are the emails we then sent to each other concerning this : XXXX XXXX - Tue XXXX, XXXX I want to withdraw money from my XXXX account. I verified my account by paying {$6.00} to a bank in XXXX. It has been verified but it still has 'Verify ' next to my bank. Just when I thought I was getting somewhere and could finally withdraw, I ca n't! I want to know what is going on and will no doubt have to wait months for an answer. Coinbase - XXXX XXXX, XXXX XXXX XXXX XXXX XXXX : Hi there, Thank you for contacting Coinbase support. Unfortunately, we are unable to provide XXXX wires at this time. However, XXXX users can still make use of XXXX transfers to withdraw and deposit XXXX, as well as buy digital currency directly using a 3-D Secure-enabled credit or debit card. If your bank confirms that they can process XXXX transfers, you can add the bank to your account at the Payment Methods page, located here : https : //www.coinbase.com/payment_methods. Click the + New Payment Method button in the upper-right of the screen. A window will appear that will allow you to select a payment method. XXXX " '' Bank Account XXXX XXXX XXXX. You will then need to enter the bank name, XXXX, and swift/BIC number. These can be provided to you by your bank. After adding your bank, please provide us with a recent copy of your bank statement. For your security, please DO NOT email us this document. You should receive a document request in your email from the following domain : filetransfer.coinbase.com Simply click the Upload button in the email to send securely send us the file. After this is done please reply to this email and well be happy to manually verify the bank on your account. Once verified, you will be able to create deposit and withdrawal transfers on your account. I hope this information helps. XXXX XXXX - Tue XXXX, XXXX [ See 2 screen shots ] I have already done this, had to pay my bank XXXX to make the XXXX payment that you requested. You returned that XXXX to my EUR wallet. That surely means that my bank is verified. Then why does it still have the 'Verify ' button next to my bank? I 've had to pay XXXX to verify my bank! It 's done! Why ca n't I just withdraw MY MONEY???? I 've attached the email received from you about the XXXX deposit you received from my bank AND a screen shot of the two payments from my bank account to your bank in XXXX and the XXXX that it cost me to make the payment. Coinbase - XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX : Hi there, Thanks for reaching out. Having investigated the issue, I am working with a XXXX to address it properly. We will follow-up with you as soon as we have an update. Thank you for your patience. Coinbase - Wed XXXX, XXXX XXXX XXXX replied : Hi there, I apologize for the inconvenience. The reason your bank is not verified is because the XXXX on the payment did not match the XXXX you have in your payment methods. You will need to add the new XXXX payment method with the correct XXXX, XXXX that matches the id label in the deposit. Thank you for choosing Coinbase. XXXX XXXX XXXX XXXX - Wed XXXX, XXXX Hi, This does not make sense. I followed the proceedings as requested by you in order to withdraw to my bank. As I said, I had to pay my bank a XXXX charge in order to do this. You paid me back the 6. It should n't be this difficult! Your reputation with your customers is rock bottom at the moment, yet you seem to be going out of your way to make our lives a difficult as you can. It 's oh so simple for US to give you money, but when it comes to YOU giving us OUR money it 's the most difficult thing in the world! PLEASE be transparent and tell me why I can not withdraw to an account that I jumped through all your hoops to verify?? XXXX XXXX - Wed XXXX, XXXX XXXX XXXX replied : Hi there, 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. Thank you for your patience. XXXX XXXX XXXX XXXX - Wed XXXX, XXXX It has been two weeks since you said you were working with a specialist to address this serious issue I am having. Of course, I am having to contact you AGAIN because you have n't responded. I just want to withdraw all my money from Coinbase and switch to a legitimate company that treats its customers with respect. Why the XXXX can I not withdraw my money?! XXXX XXXX have not heard from them since.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-28
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: I placed an order for crypto that totalled {$490.00} with the {$14.00} fee. Then my card was charged another {$14.00} fee! No where did it say my total would exceed {$490.00} XXXX XXXX card limit ) I want the refund of the second {$14.00} fee because nowhere did i agree to that. Coinbase case # XXXX Thanks.
Company Response:
State: NV
Zip: 89052
Submitted Via: Web
Date Sent: 2017-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A