Date Received: 2017-09-02
Issue: Other transaction problem
Subissue:
Consumer Complaint: I 've had my Coinbase Account for 4-5 yrs., & never experienced such problems. Internet Reports indicate they 've received more Complaints in XX/XX/XXXXthen since Company 's inception. 1.On Tues.,XX/XX/XXXX logged into my Coinbase Account to retrieve Wallet Address Code, preparing to transfer bitcoins to Coinbase for additional transfer to my Bank Account for end-of-the-month necessary transaction completion. 2.Noticed a Coinbase Message indicating a transaction from XX/XX/XXXX was returned, and payment was required to update my Account. During that time, my then-credit card was hacked, cancelled, and replaced by my bank. Therefore, since I was hurried, I assumed this message was related to a transaction on the cancelled credit card, so I re-submitted the payment, then copied my Wallet Address to receive the incoming bitcoins, as planned. However, research into my Bank Statement indicates that this payment WAS ALREADY RECEIVED by Coinbase. 3.Still, the new transaction from XX/XX/XXXX, including transaction fees, I suppose, Posted to my Account AGAIN onXX/XX/XXXX. 4.The day the payment was made ( XX/XX/XXXX ), I could see the transaction pending on my Bank Account Statement. I assumed that since Coinbase was receiving the requested payment, all was well with my Account. 5.The next day ( Wed. XX/XX/XXXX ), I transferred Bitcoins into my Coinbase Account, intending to withdraw them to my Bank Account. However, my Account was still Block. The Page requesting payment for the returned item keeps repeatedly blocking me from proceeding with any transitions.6.I emailed : XXXX ( as suggested on the Website ), only to receive the message, below : RESPONSE : Thank you for contacting Coinbase. In an effort to more quickly respond to requests, directly emailing XXXX is no longer enabled.To get a response from our support team, please visit the following page and complete the request form : XXXX XXXX XXXX Please use the email address that you use to log in to Coinbase, select the appropriate category, and include as much detail as possible when submitting your request. Thanks in advance for your patience and support. This message was sent to XXXX in reference to Case # XXXX XXXX.I followed the instructions, submitting two-to-three Support tickets over the next 24-hours, anxious for a response so that I can sell bitcoins, then transfer needed monies into my Bank Account. I received no response from Coinbase. 8. I attemted emailing, again, and received this response : Type your response ABOVE THIS LINE to replyRe XXXX XXXX Coinbase | XX/XX/XXXXXX/XX/XXXX PDT Thank you for submitting your request. Due to increased volume it may take several days to receive a response. If you suspect that your Coinbase account has been compromised, please submit a request and select the Hacked account category. Check out the following support articles to get your issue resolved more quickly. Account access and verification : Phone, XXXX Authenticator, or Authy issues Tips to complete photo ID verification I want to change my country or state Raise my account limits Buying and selling : Verifying a credit or debit card How do I withdraw money to my bank account? How long does a buy take? Digital currencies : Pending digital currency transactions.Where is my wallet address? 9. On Thursday, XX/XX/XXXX, after not hearing from Coinbase, nearing the close of day, I began searching on the Website and Internet for a Coinbase Contact Phone number. I came across two phone numbers that had been Posted in the last 6-hours ( XXXX, and XXXX ), and called them both. A woman answered the 2nd number, and after asking me what I thought were odd questions, like how much Bitcoin was in my Account -- - AFTER, Id given her the email associated with my Account, so she should have known the answer to this question -- - she transferred me to a man, whom she claimed was her Manager. After giving him the same explanation as the woman, he informed me that in order to access my existing bitcoin, I would need to transfer {$1000.00} into the Account. I hung up on him, and continued searching for a Coinbase Contact phone. 10. Desperate for help, I called back the man again, since it keep insisting that he was a Coinbase Representative. This time, he acted like he had never spoken with me, and questioned who might have instructed me to deposit {$1000.00} into my Account? He asked me the persons name, and I replied that I did not write it down, but asked for HIS name. Although both HE, & the woman who answered the phone sounded either XXXX XXXX, or XXXX ( & I could hear another voice, presumably on the phone, talking in the background, also XXXX sounding ), the man told me that his name was XXXX XXXX. This time, he assured me that my Account was CLEAR on his end, but in order to determine why I was receiving the Error message, he would need to electronically gain access to my computer, and thereby access my Account. Again, I hung up on him, indicating that he was a scam, probably a hacker, and that no way was his name XXXX XXXX, since he sounded XXXX, not XXXX! I also informed that I was going to report his name and number to Coinbase. 11. I then found what I think is an actual Coinbase Fraud Phone Number ( XXXX ), and called it, indicating that I believed the fraudulent parties I just described might have hacked my Account. I left a message after the Coinbase out-going message indicating that Coinbase takes Fraud very seriously, and would contact me within 4-hours of message receipt M-F, XXXX 12. The first call was made around XXXX XXXX on Thurs.,XX/XX/XXXXand so I expected to hear back from Coinbase on Friday,XX/XX/XXXX per their outgoing message. 13. By Friday morning, after not being contacted, I called the number again, leaving an additional message. I repeated this process 3-4 times. No response was ever received. During this process, I also submitted at least one ( if not more ) additional Support tickets from the Website, and attempted Live Chat. No response was received. 14. By now, my Bank Account -- - where the funds were intended to be transferred -- - has gone into over-draft, and it is the XXXX XXXX weekend, therefore, the next business day will not transpire until Tuesday, XX/XX/XXXX and so I am desperately trying to contact Coinbase to determine the issues with my Account. 15. Also, during this time, I am searching the Internet, and feel regret in the pit of my stomach when I read that Coinbase has received MORE COMPLAINTS in XX/XX/XXXXthan since its inception. I feel RELIEVED that I am not just being targeted for punishment, however, this does not make me feel good, that Customers are not being treated professionally. 16. I really want and need my bitcoins. Whether or not I continue my Coinbase Account is another story, but if Customers can not depend on prompt communication when issues arise, then the business can not be trusted. 17. Below is the continual Error Message that I am receiving, Blocking me from conducting ANY transactions, including withdrawing my money to my Bank, or sending the Bitcoins to another outside Wallet. When I click the link, it takes me in a loop, continually requesting the {$0.00} payment, since the amount initially requested has already been completed, according to my Bank Records,XX/XX/XXXX. Issue with XXXX XXXX We could n't complete one of your buys due to an issue with your payment method. Please select a payment method to continue. COMPLETE YOUR BUYS Amount {$0.00} Payment method XXXX XXXX XXXX Make Payment AFFECTED PURCHASES Please contact XXXX if you have questions or require additional help. Currently, Coinbase does not have enough resources to catch up to complaints/issues, everything is robotic and automated. U ca n't reach out to a live support line when needful, & Company keeps accounts disabled for security reasons, but damages clients ' well- being! Lack of adequate support resources is destroying Coinbase 's public image. used to highly respect the Company for its innovation and powerful technology in digital currencies, but recently lost my trust.
Company Response:
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2017-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-02
Issue: Overdraft, savings, or rewards features
Subissue:
Consumer Complaint: On the XX/XX/XXXX I withdrew XXXXeuros from Coinbase digital wallet to my bank account XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I have contacted the firm a multitude of times without result. Through email, chat, XXXX, all fruitless attempts. It 's like I 'm purposely ignored. My email address at Coinbase is XXXXXXXXXXXX. I 'll send a screenshot as attachment. Thank you very much! Sincerely, XXXX XXXX XXXX
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
Date Received: 2017-09-02
Issue: Other service problem
Subissue:
Consumer Complaint: Coinbase ( Coinbase.com ) not helping me since XX/XX/XXXX. I lost access to the email address ( email was terminated ) on record with Coinbase. Since Coinbase 's service sends sign-in verifications to the email address on-record, I can not sign into my coinbase account. Coinbase will not assist me in re-gaining access to my account through other means. I followed all the steps to reset my account in : https : //support.coinbase.com/XXXX XXXX and then contacted them about it on XX/XX/XXXX. I still can not access and withdraw my money from the locked account. Since I first contacted them for help in XX/XX/XXXX, Coinbase support only sent automatic answers which did not solve the problem.
Company Response:
State: TX
Zip: 78748
Submitted Via: Web
Date Sent: 2017-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-02
Issue: Other service problem
Subissue:
Consumer Complaint: Since XX/XX/XXXX, my Coinbase account was locked and now I no longer have access to my coins / funds on Coinbase. I have 4 Ethereum on the account and 4 more Ethereum which I was supposed to receive XX/XX/XXXX / XX/XX/XXXX. I was ( and still am ) really worried about my Ethereum and they are worth a lot of money and I paid a lot for them and plan to keep them for investment purposes. I emailed Coinbase support the first day but got an automated reply saying I should contact them at https : //support.coinbase.comXXXX so that 's what I did. I did n't get any reply so I contacted them again 35 minutes later and gave them two different phone numbers that they can call me on so I can discuss with them but they just replied saying they are working with a specialist so they can address it properly. I waited over 3 hours and I was really panicking so I contacted them one more time only to get no reply, no call, nothing. I tried to contact one of the Coinbase support members, XXXX, through XXXX that day and still no reply. I contacted another Coinbase support member, XXXX, through XXXX the following day ( XX/XX/XXXX ) and still no reply. I tried to contact Coinbase support again on XX/XX/XXXX and still no reply.
Company Response:
State: MI
Zip: 48125
Submitted Via: Web
Date Sent: 2017-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-02
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I had transfer a fund through XXXX XXXX in the amount of {$2500.00} to Coinbase, Inc Account from my XXXX XXXX XXXX checking Account on XX/XX/2017. It says the fund would be available the next day, since I made the transaction after XXXX XXXX, but it has been 3 days and the fund is still not been available in my account. I tried to contact their customer support but they do not respond with the status of my transfer. All they send is an email saying the following : " Thank you for submitting your request. We have received your request and are working on responding to you as soon as possible. ''
Company Response:
State: TX
Zip: 77081
Submitted Via: Web
Date Sent: 2017-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-02
Issue: Other service problem
Subissue:
Consumer Complaint: Hello : Thank you fro taking to help me. I am filing this complaint against Coinbase.com because they have suspended my bitcoin account since XX/XX/XXXX for an illegitimate cause, and despite my repeated attempts to provide evidence and inquiry requests, I have been unsuccessful in communicating with anyone there. my case number is XXXX. BACKGROUND While I was on a quick trip to XXXX to visit my Fianc, I accidentally logged into my coinbase account to check my account balance. The reason for my trip was to prepare my fianc for her journey to the US with me. My login attempted was blocked and I received the following email : NOTICE OF ACCOUNT CLOSURE AND PENDING DISABLEMENT Dear XXXX XXXX, We have reason to believe you reside in a country in which Coinbase is prohibited by law from doing business ( XXXX ( XXXX XXXX of ) ) per the sanctions imposed by the U.S. Treasury Department 's XXXX XXXX XXXX XXXX XXXX. As a result, weve unfortunately had to close your Coinbase account. Your account currently contains a digital currency balance. If you would like to retain these funds you must immediately contact us at XXXX@XXXX.com confirming that you are an individual and that these funds are for personal use ( not commercial use ) AND provide us with an address owned by you to which we can send your funds. Please note transaction processing fees may apply. YOU MUST RESPOND BEFORE XX/XX/XXXX XXXX. After that point you will no longer have access to your account or any funds in it and we will no longer be able to transfer funds out on your behalf. Additionally, if you receive recurring payments to your account or are planning to receive a transfer of funds to the account in the future, you must make other arrangements. Any balance remaining in your account or sent to your account after the date of closure will be confiscated or, in some cases ( to the extent permitted by law ), returned to the sender. If you are not a resident of a sanctioned country or otherwise have received this notification in error, please contact us at XXXX@XXXX.com immediately and provide us with a copy of a photo ID and proof of your current address. Similarly, if these funds are being used for commercial use please contact us to make arrangements for handling. You will receive no other notice of this action prior to your account being fully disabled, and, once disabled this action will become final. Respectfully, The Coinbase Team " MY RESPONSE I followed the instructions above and I provided coinbase support with a photo copy my US passport, my Lease to my apartment in XXXX, and my Fiance visa notice. I contacted coinbase support on the day I was locked out and have sent several inquiry emails requesting a follow-up or a status update with no human response. I received an automated response saying that someone will respond. The day before theXX/XX/XXXX deadline, I sent all of the evidence and pleaded for some kind of a review, but the deadline has since passed and to my knowledge, my account status is unknown. I also provided them with my address to send my remaining balance, although I would prefer they reactivate my account so that I can continue to use it. I also tried replying to a few threads on reddit where I tagged the coinbase employees that monitor the forum. I recieved no response. I am deeply concerned that I will lose everything in my coinbase account, despite my repeated emails to coinbase with evidence to the contrary that I am not a resident of, nor have any business relations with XXXX. I am afraid coinbase simply does not care about cases like mine. Its remarkable that the service handles hundreds of millions of dollars, yet they have no customer service phone number or even a willingness to help solve these issues. I am horrified that coinbase may have already seized my account. Thank you for taking the time to read my case, XXXX XXXX
Company Response:
State: IL
Zip: 60605
Submitted Via: Web
Date Sent: 2017-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-01
Issue: Other service problem
Subissue:
Consumer Complaint: On XX/XX/XXXX, I put in an order for {$500.00} of XXXX through my linked checking account. I received a confirmation e-mail at XXXX XXXX EST that day for that order. Following the confirmation e-mail, I received another e-mail saying they were unable to process my transaction due to a mismatching of names between accounts. My account was restricted at this time. The e-mail said to contact support regarding the issue and that if they did n't hear back from me before XX/XX/XXXX, they would cancel the transaction. It also sent a link to verify my identity. I followed the link and process and was told my identity was verified ( with a green check mark ) and to click to continue. The continue button did not lead to another page and led to the browser timing out. I tried multiple browsers to no avail. At XXXX XXXX, I put in a ticket to support and received a confirmation e-mail. On XX/XX/XXXX, I received a response from support ( XXXX XXXX ) at XXXX XXXX. This was my first apparent contact with a real individual. The response was essentially the same as the auto response I had received 2 days prior and gave no additional information or resolution. At XXXX XXXX, I received two e-mails stating my previous transaction could not be completed and had been cancelled, even though I clearly had contacted before XX/XX/XXXX. At this point, I had chalked the lost transaction up to a loss and figured my account would be unrestricted shortly after following the suggested steps ( un-linking and re-linking the bank account for future transactions ). On XX/XX/XXXX, my account was still showing as a restricted account. I sent another ticket to support at XXXX XXXX and received a confirmation e-mail. I received a response from support ( Coinbase Support ) at XXXX XXXX It more or less repeated the same information received on XX/XX/XXXX, and again offered not further steps or resolution. This response did suggest to make sure that I had verified my ID with them by submitting my driver 's license. I did check to verify that I had uploaded my ID with them and I found that I had in fact done so in the past and it was showing with my account. The e-mail response ended by asking if I needed anything else, to please reply. Since I had received no useful information or resolution, I replied at XXXX XXXX and AGAIN asked how I go about getting the account off of restricted status. On XX/XX/XXXX, my account was still showing as a restricted account and I had not received a response to my email on XX/XX/XXXX. At XXXX XXXX, I emailed again and stated to support that I still had not received any assistance or contact regarding my account. I advised that I would be contacting the CFPB on XX/XX/XXXX, if I did not hear from them by the end of the day. As of XX/XX/XXXX at XXXX XXXX, I have not heard back from support and my account is still restricted.
Company Response:
State: OH
Zip: 45069
Submitted Via: Web
Date Sent: 2017-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-01
Issue: Fraud or scam
Subissue:
Consumer Complaint: On X/XX/17 I fell victim to a scam through a fake phone number claiming to be coinbase helpline, ( let me start back farther ... the reason I was trying to reach a helpline was because I had a needed to immediately transfer money for a payment, that is supposed to be a standard ability when using coinbase services, but was not being allowed to, and only receiving a message that said " something went wrong. Try again. '' over and over and over for an entire day. Jeopardizing a potential financial opportunity. So coinbase was violting my ability of commerce at that point, so I needed to immediately reach them to fix the problem. ) and my Coinbase account was bilked for a {$170.00}. As I looked into I found that approx. XXXX bitcoins ( around {$400000.00} in value at that point had been stolen from Coinbase customers through this same scam. I attempted to report this to Coinbase online, and through their phone number listed with the BBB. When you call that number you reach an answering machine they say is to report fraud. It tells you to leave a message and you will be contacted within 4 hours to deal with it. It also gives you an online address that it asks you to go to and report fraud through, which when you try takes you to nothing but a page of frequently asked questions, none of which actually even address fraud or how to handle it. So I leave a message about discovering this $ XXXX and also, asking someone to call me, also informing them that if it 's not stopped, the scammers set up a withdrawal from my bank which is going to overdraw me. No return call nothing. I leave another message later in the day, telling them someone must call me. Again explaining that their is an ongoing scam stealing hundreds of thousands of dollars from their customers, and my bank is going to be overdrawn. Asing " do they not care? '' " why have n't they called? '' Nothing, not a reposnse. I have emailed, and left multiple messages attempting to explain things. Instead of responding, all they have done is lock me out of my account, while holding my funds from me, and refusing to respond in any manner. When I try to sign in it says contact support, which is again back to frequently asked questions or what they say is live chat, which is just a robot program giving you phrases from their frequently asked questions, and telling you, that you can email ( which also gets you a robotic reply, and tells you they are too busy and you may get a reponse days later ). All the time while keeping my account locked and my funds from me, for trying to report fraud, hoping tey might be concerned enough to actually try and stop it. now in the meantime, my bank has now been overdrawn by coinbase, and even the number listed that is given to the bank to call about charges is a fraudulent number that reaches no one and refers you to their " help page. '' Also if you look through even their own community discussions, this has happened to many, many, many others, an a daily basis. This is continual and ongoing fraudulent, potentially criminal behavior of which they are FULLY aware, and being informed about by many customers on a daily basis.
Company Response:
State: IL
Zip: 61611
Submitted Via: Web
Date Sent: 2017-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-01
Issue: Fraud or scam
Subissue:
Consumer Complaint: To whom it may concern : Hello, I signed up for 'Coinbase ', an online digital currency ( cryptocurrency ) wallet storage website on XXXX XXXX, XXXX. Coinbase was a great site as I was initially successful in making numerous successful transactions and deposits from my XXXXXXXX XXXX account which converted US dollars into 'Bitcoin ' and 'Ethereum '. Some transactions include : XXXX XXXX, XXXX - Purchase for XXXX Bitcoins ( {$2500.00} ) XXXX XXXX XXXX - Purchase for XXXX Ethereum ( {$2400.00} ) XXXX XXXX, XXXX - Purchase for XXXX Ethereum ( {$4900.00} ) It was until about XXXX XXXX, XXXX when I attempted to log-in to my account so I could buy some more coins since my birthday was coming up. I was not able to access my account because Coinbase had indicated that my " Account was disabled ''. A couple hours later, on XXXX XXXX, XXXX at XXXX local PST time, I receive what appears to be an automated email saying they 've received my request -- this made me a little more at ease. No response until about a week later on my actual birth date, XXXX XXXX, when a representative from Coinbase, by the name of " 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. Please let me know if the matter develops further as we investigate. Regards, XXXX. I do not receive any updates or notices so I try again on XXXX XXXX, XXXX. Then again on XXXX XXXX, XXXX, as I am growing extremely worried at this point. I have been professional and polite in my email requests as well, but still, no answer. I email Coinbase again on XXXX XXXX, XXXX and again, nothing. This matter is extremely time sensitive since the cryptocurrency market is 24/7 in real-time and I am not able to make trades let alone pull my money out from this horrendous website that is now a scam in my opinion because I do not know what else to do. Please help with this matter. I would be extremely grateful at what ever it is the CFPB can help with. Thank you for taking the time to read my request.
Company Response:
State: CA
Zip: 92833
Submitted Via: Web
Date Sent: 2017-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-01
Issue: Other service problem
Subissue:
Consumer Complaint: XXXX XXXX Friday, XXXX XXXX XXXX XXXX XXXX Tried to login at XXXX did not work-reset password link took me back to their site not to the reset page. Tried to login at XXXX did not work-reset password link took me back to their site not to the reset page. Tried to login at XXXX did not work-reset password link took me back to their site not to the reset page. Tried to login at XXXX did not work-reset password link took me back to their site not to the reset page. Tried to login at XXXX did not work-reset password link took me back to their site not to the reset page. Went on my phone and tried to login at XXXX did work went to rest the password and once I entered the password it showed too many tries and try again in an hour.Tried to login at XXXX did not work-too many tries try again in an hour.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A