Date Received: 2017-09-13
Issue: Money was not available when promised
Subissue:
Consumer Complaint: XXXX XXXX, XXXX central time zone I wire transferred {$8500.00} to Coinbase Inc. at the following address and information : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX , NY XXXX United States Account Number : XXXX Routing Number : XXXX Recipient Name : Coinbase, Inc Recipient Address : XXXX XXXX XXXX, # XXXX, XXXX XXXX , CA XXXX Reference Number : XXXX I have emailed them, contacted them by support, and I have now waited 8 days for what they said was going to be a " same day '' transaction. Any help will be greatly appreciated. XXXX XXXX
Company Response:
State: TN
Zip: 38138
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: Money was not available when promised
Subissue:
Consumer Complaint: On XXXX XXXX XXXX I withdrew using XXXX the amount XXXX to my XXXX account ( # XXXX XXXX XXXX NWBK XXXX XXXX XXXX XXXX ). XXXX convert this to XXXX XXXX XXXX XXXX. I had an email saying the funds would be available XXXX XXXX XXXX. XXXX XXXX after the funds did not arrive I raised a support request through their website Support XXXX # XXXX. On XXXX XXXX I received a reply saying " Thank you for contacting us about this. We have confirmed this to be an issue with our system and are working to resolve it as soon as possible. Your case has been recorded for review by an expert. Thank you for your patience in the meantime we will be in touch again as soon as we have an update. '' XXXX XXXX I received " Just checking in to let you know that this issue is still unresolved. Rest assured your funds are secure, and we are working hard to rectify this situation as soon as possible. Thank you for your continued patience, and sorry for any inconvenience caused. '' Since then I 've received nothing on this ticket and they will not reply to requests for updates of where my money is or when it will be returned. I 've tried twitter and the BBB and the replies I 've had via BBB have just stated there is an issue and nothing else. I can see that many more people are having the same issue and although the status on their website says there are no issues obviously lots of people are suffering from this company.
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
Date Received: 2017-09-13
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I was trying to log into Coinbase but there is always a box that says that the 2-step verification code is incorrect. I am using the Authy app, which always used to work. But for some reason the Authy code is not working. I tried the solutions from Coinbase but that has not gotten me farther. I emailed Coinsbase 2 weeks ago but they still havent replied.
Company Response:
State: CA
Zip: 94941
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: Wrong amount charged or received
Subissue:
Consumer Complaint: Virtual Currency ( BTC ) was sold for US Dollars ( USD ) using XXXX/Coinbase. Two separate bank wires for {$10000.00} ( USD ) each were requested ( 1. XX/XX/XXXX at XXXX PDT Reference # XXXX 2. XX/XX/XXXX at XXXX PDT Reference # XXXX ) from XXXX/Coinbase to XXXX XXXX XXXX . Wires were supposed to arrive within 1 business day. Wires have still yet to arrive. Contacted Coinbase and submitted a ticket on XX/XX/XXXX ( XXXX # : XXXX ). Received no response until I again emailed them regarding the ticket on XX/XX/XXXX. Received Response on XX/XX/XXXX saying everything should be resolved now. Neither the wires have been received nor has my XXXX/Coinbase account been refunded. Problem is still not resolved. Tried to contact XXXX/Coinbase again on XX/XX/XXXX. Have received no response.
Company Response:
State: CA
Zip: 92410
Submitted Via: Web
Date Sent: 2017-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-12
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I wired from XXXX XXXX XXXX {$7600.00} to Coinbase on XX/XX/2017. Its been over a month and it has not been posted to my account yet. I have called my bank and their bank and they said it has been sent to coinbase already. I have sent 3 emails to XXXX, as directed in their recorded message, but there is not a single response. Please help me to recover my money. Thank you in advance.
Company Response:
State: WA
Zip: 98055
Submitted Via: Web
Date Sent: 2017-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-12
Issue: Other transaction problem
Subissue:
Consumer Complaint: Coinbase received a total of {$25000.00} in funding from me, and then required a verification through a third party vendor in order to buy/sell, withdraw/deposit, or close my account. The third party can not verify me and my account is essentially locked. Coinbase has not been able to provide any support. On XXXX XXXX XXXX I created a Coinbase account. I verified my bank information and identity on XXXX XXXX XXXX. My identity was verified via the mobile Coinbase app by taking a photo of my drivers license and face. My bank account was verified by reporting 2 small deposits. I initiated an ACH transfer for {$5000.00} from my XXXX account and placed an order for {$5000.00} work of litecoin. The same day I also initiated a wire transfer in the amount of {$20000.00} and it was processed within 2 hours. I attempted to purchase an additional amount of litecoin, but was informed via a prompt Before you will be able to complete this transaction, you must provide additional information at https : //www.coinbase.com/ssn Upon visiting the link I was further informed Identity Verification Required. We are periodically required to identify users on our platform. Please provide additional information to continue this action. Add SSN Information. My name, address, and date of birth are pre-populated. I had to enter the last four digits of my social security number, select a use of coinbase, select a source of funds, and provide current occupation information. After a select number of tries users are locked out for a 24-hour period. Over the course of the next 4 days I tried approximately 25 different permutations of previous addresses and first, middle, and last name order. Nothing worked and the following message is received : Unfortunately, we could not find an identity matching the one you provided. This is common for those that are considered minors, between the age of XXXX, or those that may be new to the country and have not established a presence in public data. It should be noted I am a home owner that has resided at my current address since XXXX XXXX. Further, I have 21 years of credit history and have always lived in the U.S. Until my additional information is verified I can not buy/sell, deposit/withdraw, or close my account. Between XXXX XXXX and XXXX, I reached out to Coinbase twice via twitter message, once via a twitter post, once on reddit, and four times via their email support on. I also left a message on their fraud hotline on XXXX XXXX. Coinebase does not offer phone support or chat support. Requests were specifically made to close my account on XXXX XXXX, XXXX, and XXXX and to return the funds via the same method used to deposit. Coinbase has responded twice, both on XXXX XXXX and in response to an email request. The representative provided suggestions on how to become verified and indicated verification was done via a third party. The rep, XXXX, also advised specifically unfortunately, theres not much to be done in these cases but to continue trying the quiz. My request to close my account and withdraw funds was ignored. I made request to my bank, XXXX, on XXXX XXXX to initiate an investigation into the {$5000.00} ACH transfer and the {$20000.00} wire transfer. There are no results at this time from the investigation.
Company Response:
State: VA
Zip: 22206
Submitted Via: Web
Date Sent: 2017-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-12
Issue: Fraud or scam
Subissue:
Consumer Complaint: I sent payment to a vendor via coinbase and the vendor says they never received payment and will not ship without proof from coinbase I have tried reaching customer service via email, XXXX and their online help site l daily for well over a week and a half since XXXX/XXXX/XXXX This is for medication my son NEEDS, I get no answer at all from coinbase and recently got back a massage that emailing them directly has been disabled They have no customer service number, the do not return emails and there online chat looks to be disabled Sent XXXX XXXX XXXX {$300.00} To XXXX Note For order # XXXX Confirmations XXXX Fee XXXX XXXX Transaction View transaction XXXX/XXXX/XXXX XXXX PM COMPLETED
Company Response:
State: NV
Zip: 89149
Submitted Via: Web
Date Sent: 2017-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-12
Issue: Fraud or scam
Subissue:
Consumer Complaint: Hi there, I have the following issue with Coinbase : On XXXX XXXX ( more than a month ago! ) I initiated a withdrawal of XXXX euros from my Coinbase account to my XXXX bank account. The site indicated that the withdrawal had been initiated and the money will arrive to the bank account in the matter of few days. After a few day the withdrawal on their site was marked as 'Completed '. However, money did n't appear after 7 day, when I submitted a request to Coinbase, asking where is my money. No one got back to me. Over past few week I tried to reach them using different channels like XXXX, XXXX, but with no success. Please hep! Thanks, XXXX
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-12
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: At the begin ofXX/XX/XXXX, I started investing in XXXX. I send money to Coinbase and at XX/XX/XXXX, I have wanted to participate to an XXXX ( XXXX XXXX XXXX ) named XXXX. This XXXX is possible via XXXX currency and smart contracts ( programs ). The principle is to send ETHs from a wallet to the XXXX XXXX Smart Contract and when the XXXX is over, it sends back tokens to the original wallet. I sent 4 ETHs and 5 ETHs to 2 different Smart Contracts but both are XXXX of XXXX. My problem is that Coinbase speaks about your wallet ( owned by you ) but finally, it 's not your wallet, it 's a technical wallet owned by Coinbase. And when the tokens come back to the wallet, it 's too late : the tokens are in the technical wallet but you do n't have the keys of this wallet. I have tried many times to explain that to Coinbase et to try to have an arrangement ( even if I am charged ) but I received no response at all.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-11
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XXXX XXXX XXXX, I set up my XXXX wallet on Coinbase.com. They require you to make a wire transfer from your bank, which in this case is XXXX, to them, to verify your account information. I was fine with this, as it confirmed that the account was linked, as the initial deposit was received by Coinbase from my bank on that same day. Once that process was complete, I then initiated a transfer from Coinbase to the same bank account, with the funds that I wished to withdraw. That amount should have been ( before Coinbase ' fee ) {$950.00}. They listed this transfer being completed on XXXX XXXX at XXXX. I waited patiently for a few days, and the money never arrived in my bank account. I called XXXX, and they confirmed that I had no incoming wire transfers at all, so I reached out to Coinbase. What I found was that Coinbase has basically no way to reach them, aside from an online contact form, but I did also try and reach out to them via their Twitter account to see if I could get some assistance. I received none. My first contact with them was on the morning of XXXX XXXX. I received the following response via an apparently automated system. Coinbase Support XXXX XXXX, XXXX XXXX Hello, and thanks for reaching out! It appears you XXXX be writing us regarding a bank wire. Wire deposits are available to all customers who have completed sufficient account verifications to obtain a XXXX wallet. Bank wires often arrive the same business day if sent before the cut off time for your bank, otherwise they will arrive the following business day. The timing may vary. Bank wires will be automatically credited to your account when received. Please keep in mind that the personal name on the bank account that you are sending funds from must match the legal name on your Coinbase account. Also, the unique reference number provided for your account must be included with your wire so that funds can be automatically credited to your account If youre a XXXX XXXX XXXX customer, please remember to not send a push ACH to our wire details, only an actual bank wire can be received at our wire details. When this occurs, these funds will need to be manually reversed. If it was actually a wire transfer, BoA should be able to provide a Federal Reference number to trace it. If you notice Next-Day ACH or Overnight mentioned in the transaction details, we will block the wire, and the funds will be returned and should arrive back to your account within several business days. Again, I apologize for the difficulties. If you still have an outstanding issue regarding a bank wire, please let us know the amount, date sent, name of sending bank, and personal name on the account that funds were sent from. Well be glad to look into it. That was the only response that I received from their company. I subsequently tried contacting them via the same system on : XXXX XXXX as a reply to their message XXXX XXXX via their XXXX account XXXX XXXX as a second attempt XXXX XXXX as a third attempt I have not heard anything from their company since that first automated message. I feel as though this is not a small matter, as my money is basically non existent for the time being. I also feel that I have given their company more than enough time to contact me in some form, in regards to this matter.
Company Response:
State: CA
Zip: 92346
Submitted Via: Web
Date Sent: 2017-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A