Date Received: 2017-09-06
Issue: Other service problem
Subissue:
Consumer Complaint: Coinbase has " temporarily disabled '' my account for over a month. After several times of contacting support via their support request, no response has been given by them.
Company Response:
State: PA
Zip: 170XX
Submitted Via: Web
Date Sent: 2017-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-06
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I made a XXXX withdrawal for XXXX from my Coinbase account to my bank account on XXXX XXXX, 2017, but it has n't arrived yet. It has been more than a month now. The withdrawal is marked as " completed '' on my Coinbase account page, but my bank account has not been credited! I have been trying to contact customer service, but this is notoriously impossible at Coinbase. A copy of the history of my one-way conversation with Coinbase customer service is attached.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-06
Issue: Other transaction problem
Subissue:
Consumer Complaint: I tried to send XXXX Bitcoin using Coinbase.com mobile app and the app responded saying that it failed to send the payment and to try again. I then went back and tried to send it again and it sent 2 payments, totalling XXXX Bitcoin. The Bitcoin address which the payment was sent to is : XXXX I then contacted Coinbase on the XX/XX/XXXXabout the issue and they responded 8 days later ( XX/XX/XXXX ) saying XXXX replied : Hello and sorry for our delayed response. Which did n't resolve my issue in the slightest and did n't even address the matter. I then replied to that asking for the issue to be sorted in which I never received a reply. Forward to the XX/XX/XXXX in which I wrote to them again asking for the issue to be sorted and once again received no reply.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-06
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I have had an account with coinbase.com for over a year. I have activated 2-step authentication on the account, which I 'm very familiar with and have used with many other services for many years. I have never had any problems with 2-step verification with any other services. With coinbase, my 2-step verification seems to break at random times, locking me out of my account. I even attempted to use the backup master/reset password provided by coinbase to reset my 2-step verification, but this also did not work. I 've attempted to contact coinbase support for weeks, with no response from coinbase support. I just want to close my account at this point, but without any help from coinbase, my money is just stuck there.
Company Response:
State: CA
Zip: 94043
Submitted Via: Web
Date Sent: 2017-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-06
Issue: Problem adding money
Subissue:
Consumer Complaint: I use Coin base to transfer my big coin 's and for some reason they made my bitcoin vault negative XXXX $ and they need to reset it to XXXX I can not withdraw any of my funds
Company Response:
State: GA
Zip: 30040
Submitted Via: Web
Date Sent: 2017-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-05
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I have tried to contact Coinbase/XXXX for 6 days now Wire Date : XXXX XXXX, XXXX Name I wired from : XXXX XXXX XXXX XXXX Reference # : REF : XXXX Amount : {$74000.00} XXXX : XXXX I have tried to contact you for days now I have done 2 wire for the amount of {$74000.00} so a total of {$140000.00} One from XXXX bank ( the above info ) and another from XXXX XXXX XXXX XXXX on XXXX XXXX you DID place one of the wires in my XXXX account. The other you did NOT Im assuming its the XXXX one listed above This is the email I got for one of the wires. " We 've received your deposit We have received your deposit of {$74000.00} on XXXX XXXX, XXXX and funded your Coinbase account. Deposit reference : XXXX '' I dont know what wire that was of the 2 as I cant reach them.
Company Response:
State: UT
Zip: 84065
Submitted Via: Web
Date Sent: 2017-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-05
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXX, I bought a {$44.00} of light coin on Coin base.com. On XX/XX/XXXX, I sent the amount to my XXXX address : XXXX. It asked me to claim it by clicking on the link in the email. I did just that. The amount disappeared in my Coinbase account but did not show up any where in my XXXX account. I do n't know where the money went. I repeatedly contacted Coinbase thru email to inquire how I could find where my money went. They never responded to my inquiry. I m filing this complaint because i like to recover my money and find out where i can find it again.
Company Response:
State: CA
Zip: 95133
Submitted Via: Web
Date Sent: 2017-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-05
Issue: Other transaction problem
Subissue:
Consumer Complaint: I had a verified phone number on my Coinbase account. I added 2FA ( two factor authentication ) using XXXX XXXX. Everything was working fine. Then, for security reasons, on XXXX XXXX, I removed my phone number from my account. I only wanted to use XXXX 2FA for security. Now, when I try to buy/sell, Coinbase requires me to add a phone number. When I do, I never receive the SMS code and thus can not verify my phone number and can not buy/sell. Customer Support is not responding. I am thusly unable to get access to my existing Litecoins to sell and can not buy any new cyptotokens.
Company Response:
State: CT
Zip: 06840
Submitted Via: Web
Date Sent: 2017-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-05
Issue: Fraud or scam
Subissue:
Consumer Complaint: Hello, i have use Coinbase as a virtual currency wallet until the day i have lost my phone. I have contacted them on XX/XX/2017 to solve my problem but the answer was not helpful to me : " XX/XX/2017 XXXX XXXX PDT XXXX replied : Hi there, Sorry about this. We arent able to manually verify an ID. If you arent able to complete this on a webcam, I recommend using a mobile phone in bright window light. ( Download the app. Then click the hamburger menu > Settings > Identity verification. ) https : XXXX? XXXX XXXX XXXX XXXX XXXX.coinbase.XXXX If you are able to access a web cam, you can also try this direct link. It will work for GDAX too : https : //www.coinbase.com/XXXX Sorry again about this. Good news is youre almost there! Thanks, GDAX Support Team Best, XXXX " After some time reading on the internet from others with similar problems i have found out that there are a lots of people who need help like me. i have decided to contact Coinbase again on XX/XX/2017PDT i have replied : I am stil unable to verify my identity. O own a laptop with webcam and it say unsupported country, I live in XXXX. Practically it is impossible for me to take that account back? " no answer, and i have writhe another mail : " Hello, I have lost my phone number, tried everything to get that number back but i can`t. The response on my last support ticket was to verify with a webcam my passport and myself, i have done that but it did not help because my passport is a XXXX one and i live in XXXX. Can someone please explain me what and how to get that account back? i can provide photos of me, my passport, driving licence bills, last password, last phone number and so on. And when it is not possible just tell me that directly please because i am tired of waiting. " And finaly i have an answer : " XX/XX/2017 | XXXX PDT XXXX replied : Hi, thank you for contacting Coinbase. Residents on our list of Supported Countries can access GDAX. First please upload your passport at this address : https : //www.coinbase.com/XXXX You may see a country does not match error, which is fine and expected. Second, please send us a recent utility bill, lease or mortgage document showing your legal name and residential address. For security purposes, we request that these files are uploaded at this secure page : https : //coinbase.XXXX Please reply here once you have uploaded the documents, then I can review your change. Thank you. Best, XXXX " Need to mention that i have uploaded every document they asked for and even more and i have replied 2 times with 0 success. This is the point where people get stuck with Coinbase. They wait for us to give up and let our money there, but that does not work with me. I don`t have so much money on my wallet blocked on this moment from me, but they are mine and because so many people have the same problem as me, i am really focused on getting whats is mine back. i want to apologize myself for writhing defects, English is not my mother language. Wish you the best of luck!
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-05
Issue: Other transaction problem
Subissue:
Consumer Complaint: i have been trying to take my money out of coinbase but they would simply not let me. Coinbase keeps saying that I need to verify my address and such information and which is what i have been trying for 3 months. They continuosly give me automated messages and today i just received an email saying that I cant email them directly anymore. I have roughly {$3600.00} dollars in there. It is not a small amount of money. I need to be able to take it out and use it.
Company Response:
State: NJ
Zip: 07650
Submitted Via: Web
Date Sent: 2017-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A