Date Received: 2017-09-05
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XXXX XXXX 2017 - I wired a balance of {$3000.00} from my CoinBase/XXXX Account to my XXXX XXXX Checkings account. The transfer is labeled as completed however my transfer never came in. XXXX XXXX is not responsible as the transaction has not been initiated. The funds remain under XXXX XXXX however the transaction is shown as complete. I 've emailed support.coinbase XXXX different times. I have opened cases with them and it 's been XXXX business days and I have not heard back. I also opened a twitter account to direct message them about the issue and I 've been ignored.
Company Response:
State: FL
Zip: 33317
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: Money was not available when promised
Subissue:
Consumer Complaint: I have a Coinbase account and decided to withdraw money amount left. My transaction is dated XXXX XXXX XXXX STILL PENDING!!! code : XXXX amount XXXX Up to today my money never came to my bank account. Costumer service replied to my many mails just once saying I need to wait more because they need to fix a problem. I waited more than one month to have MY money back. Now it 's too much time Please help
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: Money was not available when promised
Subissue:
Consumer Complaint: On XXXX XXXX ( XXXX/XXXX/XXXX ), I initiated a SEPA withdrawal transfer from my wallet on Coinbase with the value of XXXX. I received an automated email saying that the money would arrive in my bank account by XXXX XXXX ( XXXX/XXXX/XXXX ). Today is XXXX XXXX ( XXXX/XXXX/XXXX ) and the money still has n't arrived in my account even though on Coinbase the transfer is said to be completed. I have sent multiple support tickets which have n't been responded to. The dates of the supports tickets which got automated responses are ; XXXX XXXX, XXXX and XXXX. I sent XXXX before those which did n't even get an automated response. For a company that deals with consumers money to not respond is outrageous. I have waited over a month for something that was said to take a few days and am still waiting.
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: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: Dear support, my wallet and account are disabled for sell and by operations. After I received on XXXX XXXX the deposit from coinbase, the same wallet has been disabled in all operations.
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: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Hello, My name is XXXX XXXX XXXX ( XXXX ) an international student from XXXX XXXX holding a valid XXXX XXXX and Driver license without SSN. I invested the digital currency ( ethereum and litecoin ) through the platform - Coinbase, a digital asset exchange company headquartered in XXXX XXXX, California. I was only asked for valid Driver license when I buy those currency. My account information is my email address : XXXXXXXXXXXX I sold ethereum ( XX/XX/2017 ) for {$2300.00} USD and those fund was back to my digital wallet, which they called USD wallet. However, I am only able to withdraw {$1000.00} money back to my bank, and they suddenly required ssn for withdraw. There is no clear statement that I required to have ssn to invest, ssn is only written as the way to increase the limit I can buy or sell in a week, which coinbase have stated I have {$10000.00} selling limit per week. Currently, I ca n't withdrawn money or sell more digital currency I have in my account. The account is required ssn to make any further movement, it is basically frozen now. There are about 1.3k USD in my litecoin account ( the currency keep changing on the market ), XXXX USD in my USD wallet and XXXX USD pending money which will transfer to this USD wallet. I have tried contact their customer service, but there is no way to call them and their email is no longer available. Only way to reach them is through submit a request or message their support through XXXX, which they never response. I have tried to close my entire account to withdraw all my money but it also require ssn information. Coinbase community has a forum, which named Coinbase community, there are many invester facing similar problem and never get a response from Coinbase. It is what it 's happening now, Thanks for your help!
Company Response:
State: CA
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 started a new account with Coinbase.com last week and made three transactions betweenXX/XX/XXXX last week. Here are the Transfer IDs : XXXX XXXX XXXX XXXX XXXX XXXX for {$1500.00} XXXX XXXX XXXX XXXX XXXX for {$380.00} XXXX XXXX XXXX XXXX XXXX for {$320.00} Immediately after making these transactions, Coinbased closed my account with no explanation. These transactions are showing in my bank as posted ; however, I can not access any of the coins or the money in Coinbase as when I login it shows my account is " in the process of being closed ''. I ca n't access anything further, so they 're currently holding all of my money with no way for me to resolved the issue. I have tried reaching out to them via email, XXXX, and their customer service form feature on their site. Nobody has responded. I 've asked they return my coin purchase money ( {$2200.00} ) + trading fees ( {$33.00} ), so {$2200.00} total immediately with no response. I 've asked them to call or email with any questions on what I need to do on my end to help resolve this and get my money deposited back into my account immediately.
Company Response:
State: WA
Zip: 98109
Submitted Via: Web
Date Sent: 2017-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-04
Issue: Other service problem
Subissue:
Consumer Complaint: I have been locked out of my Coinbase.com account since XX/XX/XXXX. I sent a message to Coinbase.com, via there online support/email system, asking : '' How do i get my account enabled ''. I have a considerable amount of funds in this account and have n't heard from them since XXXX XXXX XXXX This is the last message that I received from them : " 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. Please let me know if the matter develops further as we investigate. ''
Company Response:
State: KS
Zip: 66216
Submitted Via: Web
Date Sent: 2017-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-03
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I have an account with Coinbase. On XXXX, I withdrawed XXXX XXXX XXXX of EUR from my account. The funds were supposed to be transferred to my checking account within 3-5 business days. As of today ( XXXX ), I have still not received the payment. I have tried contacting Coinbase via email and customer support multiple times to inquire. The company is completely unresponsive except for automated replies that do not address my issue or answer my questions. I need the money and Coinbase is profiting from the float. Coinbase Account name : XXXXXXXXXXXX Multiple users are already impacted as of all the complaints here Please help! Thank you.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-03
Issue: Other service problem
Subissue:
Consumer Complaint: The account is locked, i can't buy new bitcoins, ethereum, etc. ------------------------------------------------------- Case ID: XXXX Updated: XX/XX/XXXX XXXX PDT Created: XX/XX/XXXX XXXX PDT ------------------------------------------------------- XXXX XXXX. XX/XX/XXXX XXXX why are my buys disabled? Coinbase Support XX/XX/XXXX XXXX Hello and thank you for contacting us. Our records indicate that you may be writing in to us asking about a cancelled order or the inability to buy digital currency using our platform. Cancellations and account restrictions are applied by our automated software, and sometimes in error. If your account or an order you placed has been negatively affected by this, we sincerely apologize. We definitely want our good customers to be able to buy digital currency with us easily. If you feel that a cancelled order or account restriction was made in error, or you have another issue that needs to be addressed, please reply to this email letting us know. Also, please take a moment to ensure that you have verified your ID with us. You can double-check this by navigating to https://www.coinbase.com/XXXX and checking to see if your ID document is on file with this. Please note that we may not be able to review your case until that document has been uploaded. Thanks for your understanding as we continue to grow and improve our services. ------------------------------------------------------- XXXX XXXX XX/XX/XXXX XXXX I Think there is an error. ------------------------------------------------------- XXXX XX/XX/XXXX XXXX, "Coinbase Support" XXXX XXXX: XXXX XXXX XX/XX/XXXX XXXX Hi, any news? buys are still disabled!!! Too much time to solve a simple thing..i think i will move to another platform. ------------------------------------------------------- XXXX XXXX XX/XX/XXXX XXXX Hi, my buy are still disabled. What can i do? It's one month that i'm waiting for a reply and If i will not have it in few days I think I will close my account. Best Regards XXXX XXXX ------------------------------------------------------- XXXX XXXX XX/XX/XXXX XXXX I've uploaded 2 documents but it says that only one is present but in the page there are two ------------------------------------------------------- XXXX XXXX XX/XX/XXXX XXXX Good morning, i've uploaded 2 ids but i have still limitation on my account. ------------------------------------------------------- XXXX XXXX. XX/XX/XXXX XXXX Good morning, i've uploaded 2 ids but i have still limitation on my account. ------------------------------------------------------- XXXX XXXX XX/XX/XXXX XXXX document re-uploadedI've tried to contact them i'm still having this issue since months and no one from the support have fixed it.. I've tried to reupload my documents but nothing has changed. I'm seriously thinking about closing my account because of the lack of support. Will someone answer to my questions? thanks Best regards, XXXX XXXX
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-02
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: On the XXXX XXXX XXXX 2017 I created and verified an account with Coinbase. They verified my information and nationality without any problem. On the XX/XX/XXXXi received my purchased Bitcoin, Ethereum and Litecoin in my account ( XXXX XXXX, XXXX ETH and XXXX LTC ). After a vacation in XXXX i found out my account was blocked i received a automated notification that i needed to prove my nationality and place of residence ( which is the XXXX ). There was no trading or accessing funds performed while on XXXX grounds. On XXXX XXXX 2017 i send all the requested information via secure link and got an confirmation email ( automated ). " 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 notification seems to be send to all people with the same issue, afterwards no further communication or follow-up is provided. I have repeatedly send emails to customer support asking for follow-up or information on the status of my account, without any reply. It seems strange to me that a company is allowed to take your money and freeze it without any notification. Furthermore, there is no possible way to get in touch or receive any feedback on the status of my accounts.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A