Date Received: 2017-09-18
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: On XXXX XXXX at XXXX I deposited XXXX $ worth of bitcoin witch was {$180.00} at the time I sold it to the USD wallet, At XXXX $ ( witch was fine ) on XXXX/XXXX/XXXX XXXX XXXX I tried to add my bank and when I was answering the security questions it said it was wrong when they were not, I have added my bank before and It worked fine. So then I tried to add my routing number witch then did not work witch was the correct routing number.So at that point I couldent use the money to by bitcoin then sell it to my XXXX then transfer to my bank. I contacted them multiple different times different times the first time they gave me the same answer over and over again I could never get A strait answer and they took my money!
Company Response:
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2017-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-15
Issue: Fraud or scam
Subissue:
Consumer Complaint: I have a account in coinbase.com opened for Bitcoin selling/buig. They provide a few personal Wallets to operate in BTC ( Bitcoin ), EUR, LTC, ETH. I deposited 10 EUR on my EUR Coinbase Wallet on XXXX XXXX XXXX. I transfered my personal Bitcoins : XXXX BTC ( from external adress ) to my bitcoin Wallet on Coinbase on XXXX XXXX XXXX. I sold my Bitcoins and transfered founds : XXXX to my EUR Wallet on Coinbase on XXXX XXXX XXXX. They got a fee XXXX. On XXXX XXXX XXXX i requested withdraw XXXX from my EUR Wallet to my Bank Account in XXXX. Type of paymant was : SEPA. Coinbase write on they webpage that the transfer will be done in 4-5 days. Bank Account was been verified ( i.e. small paymant was done before and checked that account is mine ). To this day requested founds have not been transfered. I writed two complain tickets on coinbase.com support page. First : XXXX XXXX XXXX, second XXXX XXXX XXXX. On both I have received only automated messages without any desire to solving the problem.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-15
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XXXX XXXX, XXXX I wired {$21000.00} to Coinbase , Inc . The wire was sent from my credit union, XXXX XXXX of XXXX, to Coinbase 's bank, XXXX XXXX Bank. I spoke with XXXX XXXX Bank and they confirmed that they received the wire on XXXX XXXX, and forwarded it to Coinbase the same day. Coinbase has not credited the money to my account, and has not responded to my multiple attempts to contact them to get this issue resolved. I now believe that they are acting criminally. How can a company legally hold my money for 17 days without providing the promised services? How can they get away with having absolutely no way to contact them by phone? I have sent at least XXXX emails, opened XXXX support tickets, left them voicemails, attempted to contact them on XXXX, XXXX, and XXXX and filed a complaint with the XXXX XXXX XXXX. This company needs to be shut down, they are either thieves, or lack the competence necessary to run any sort of financial company. I have suffered financial harm because Coinbase has effectively stolen my money. I will be filling criminal complaints with every agency with jurisdiction to ensure that this criminal enterprise can not harm others in the way that they have harmed me.
Company Response:
State: CO
Zip: 80231
Submitted Via: Web
Date Sent: 2017-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-14
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: I filed a complaint that coinbase responded to but they brought up a completely different transaction than the one i was talking about. On XX/XX/XXXX i purchased bitcoin instead of coinbase crediting my acount with XXXX ... .... they deducted it and i was charged on my credit card XXXX dollars. Coinbase eventually took responsibility for their mistake after days of trying to speak to someone. they credited me back a XXXX ... XXXX when i should have been credited back XXXX ... ... ...
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-14
Issue: Other transaction problem
Subissue:
Consumer Complaint: Hello, first of all, I 'm very grateful to have you guys as a resource for these types of problems. Thank you! On XXXX XXXX, 2017, I sent a Wire Transfer in the amount of {$1000.00} USD from my XXXX XXXX XXXX Account to Coinbase , Inc through XXXX XXXX XXXX. The Wire Federal ID # is XXXX Coinbase emailed me the same day stating " You recently sent a wire to your account for {$1000.00} USD, unfortunately, we were not able to process this wire due to a name mismatch and your money has been sent back to your bank. '' It 's been 2 weeks and my bank has not received any money back and they confirmed that the money has been wire transferred out successfully to Coinbase. I have emailed Coinbase 5 times, and I just get automated responses with no solutions. I have nobody to reach in their company. Can you please help me? Thank you! XXXX XXXX
Company Response:
State: TX
Zip: 78745
Submitted Via: Web
Date Sent: 2017-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-14
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: I purchased XXXX ethereum at the price of {$190.00} each, with a total of {$780.00} including {$11.00} fee. I made this purchase on XX/XX/XXXX at XXXX PDT and the confirmation E-mail i received stated I 'll receive the XXXX ethereum on " Your ethereum will arrive by the end of day on XX/XX/XXXX XXXX. '' It 's XX/XX/XXXX now and I still have n't receive them. I 've been E-mailing to Coinbase support for the past week and no reply at all. My E-mail to my coinbase account is XXXXXXXXXXXX
Company Response:
State: NY
Zip: 11364
Submitted Via: Web
Date Sent: 2017-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-14
Issue: Money was not available when promised
Subissue:
Consumer Complaint: In anticipation for Hurricane Irma to hit our community and to have the cash needed to make repairs and make payroll we liquidated our Coinbase accounts ( four transactions on the same day totaling to approximately just over {$6300.00} ) on XX/XX/XXXX with a delivery date provided by Coinbase of XX/XX/XXXX. The account has been verified by Coinbase for months had same day debits from Coinbase when making purchases in the past as recently as XX/XX/XXXX, yet Coinbase has not been able to deliver a credit for over a week. As the money was not there on XX/XX/XXXX, support tickets were opened with Coinbase, messages were sent via XXXX to the payment support team, and private messages were sent to moderators on the Coinbase subreddit who are marked as Coinbase employees. The transaction history within Coinbase shows an ACH transfer date of XX/XX/XXXX. Reaching out to XXXX XXXX XXXX they have zero record on their end of any transaction processing. Having worked as XXXX on the data acquisition team for XXXX ( XXXX XXXX XXXX XXXX ), there is a familiarity with the ACH process and transfer times. Coinbase 's timeline appears to yield discrepancies in regards to generally accepted processing times. Coinbase 's response has been a single email of " ... we are aware of the issue ''. Looking to support forums for help this appears to be a recent issue with Coinbase, which could indicate a liquidity crunch.
Company Response:
State: FL
Zip: 34698
Submitted Via: Web
Date Sent: 2017-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-13
Issue: Other service problem
Subissue:
Consumer Complaint: I have XXXX accounts with Coinbase.com. On XX/XX/XXXX I tried to login to my accounts and got the message that my account has been XXXX and I need to provide photo ID. I was n't sure if their site was hacked or if there was an issue so I reached to Coinbase customer support. They responded back saying a XXXX is looking into my issue. After that I messaged several times over several days asking for an update and then finally got a response on XX/XX/XXXX that a XXXX will be looking into my case. I then uploaded by XXXX 's XXXX. But then again i kept sending message and didnt get an update and after several days I was told that my case is prioritized as high priority and XXXX is looking into it. Since then I have been messaging coinbase support for an update and they are not even responding with any update. I have XXXX at coinbase that I 'm not allowed access because they have XXXX my account. Please help!
Company Response:
State: CA
Zip: 95032
Submitted Via: Web
Date Sent: 2017-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-13
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: I tried to get into my account and I miskeyed my duo authenticator. When I tried to enter the correct number, my account was immediately disabled. It 's been two weeks and I have yet to receive a meaningful reply from the company ( Coinbase ). I want to regain access to my account as I have money locked inside it. Case XXXX
Company Response:
State: OK
Zip: 74137
Submitted Via: Web
Date Sent: 2017-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-13
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: I transferred XXXX PAY tokens ( TenX Cryptocurrency ) from my XXXX account ( another exchange ) 47 days and XXXX hours ago ( on XXXX XXXX, XXXX at around XXXX PST ) into my Ethereum wallet at Coinbase. Since the PAY tokens are an ERC 20 token ( ethereum platform ) I thought they 'd be no issues. The transfer was successful and delivered to my Ethereum wallet at Coinbase. I 'm still new to crypto currency trading, so I viewed this transaction as any other financial transactions ... if wrong address or not supported, the transfer would be rejected or worst case scenario reversed back. However this is not the case, although the tokens are currently sitting in my Ethereum wallet, I can not access them because Coinbase does not support this specific crypto currency. They 'll accept the transfer in, but will not allow you to access them. Only Coinbase has the private key to my wallet to access the tokens, but they refuse to send back the tokens, saying it would be too much work for them. The ability to fix the problem is available but they are not willing to do it. I am not the only one who made this mistake in the past, I 've read in various forums of similar cases where the transactions were reversed, so it is definitely possible. The problem now is that Coinbase has grown so much and so fast that they have not scaled their support staff to match the number of users. The value of my tokens at the peak, a week or so after the transaction went up to over {$410000.00} - now the value has dropped to below {$110000.00} I 'm fine with the fluctuation in price, I just want my tokens returned. I 'm afraid someone there might steal the tokens or a hacker might take them, since the amount is quite large I would prefer to store them in my hard wallet ( offline ). This is such a new field, I understand my explanation might be a bit hard to follow so below is a quick summary. Sent crypto currency from one exchange ( XXXX ) to another ( Coinbase ), Coinbase accepted the transfer but because they do n't support the tokens, they will not allow me to access them to transfer or sell. Coinbase can access them by retrieving the private key to my wallet but refuses to do so because they said it would be a lot of work for them. They felt this was my mistake and I 'm essentially out of luck. I disagree because Coinbase is a financial institution, if they do n't support this token they should of rejected the transfer or at least reverse it, instead they are keeping the tokens and refusing to retrieve the private key to my wallet, which only them can have access to it. Thank you for your help. Please let me know if there 's anything else you need from me. XXXX
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A