Date Received: 2017-09-01
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I have an account with Coinbase that I used to buy XXXX XXXX. I have now sold my XXXX XXXX and am looking to withdraw my funds. To do this Coinbase have said that I need a verified bank account ( I used a debit card to deposit funds ). I followed the verification process and on XX/XX/XXXX I deposited the amount of XXXX from my bank account with the requested reference. Coinbase state that payment methods are verified after 2 days. Mine has still not been verified and the Coinbase Support are not responding to my enquiries as to what is going on. Essentially my money is being held hostage. Please help!
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
Date Received: 2017-09-01
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On X/XX/2017 I transferred {$26000.00} to my Coinbase inc wallet, transfer id # provided by Coinbase Inc was XXXX, the email associated with the Coinbase Inc account is XXXX. The transfer was approved by my XXXX XXXX XXXX representative but I never received anything from coinbase in response, not even a transaction confirmation email or receipt. They advertise online transfers take 4-5 business days but the wire is n't even pending in my coinbase account. I submitted a claim to coinbase and reached out to their customer service multiple times via email, claim submission online, and their twitter customer service account but the company is unresponsive.
Company Response:
State: AZ
Zip: 85308
Submitted Via: Web
Date Sent: 2017-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-31
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: - My password did n't work on coinbase so I clicked 'Forgot Password ' - It send you to a page and says, " enter your email and we will send an email with recovery steps. - This is what I get : For security reasons, we are unable to reset your password. Please request a password reset from a browser or device you have previously used to access Coinbase. - I did use my device. So it sends me in a loop - So there is no way to reach them and they have XXXX of my money. This is insane! Here is what they say below and when you use the contact @ coinbase, you get an email that says The XXXXXXXXXXXX email address is no longer monitored. XXXX For more information on why this is necessary, please see our help doc. If you did not request your password to be reset or you are unable to reset your password from a previously used device, please contact XXXXXXXXXXXX. Re : Why are you not responding to me after 9 days. Please help! Coinbase XXXX XXXX XXXX, XXXX XXXX PDT The XXXXXXXXXXXX email address is no longer monitored. The Coinbase Support team will ONLY be able to respond if you submit a request via our support portal : 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.
Company Response:
State: UT
Zip: 84121
Submitted Via: Web
Date Sent: 2017-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-01
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I have been a customer of the company for about one year. During that time, I have made several purchases and sales of Bitcoin and other web-based currencies. I have provided the company a copy of my photo ID ( drivers license ) and have been " verified '' by them since my account was originally established. About two weeks ago, I received a message that my ID had to be re-verified. I once again provided my drivers license and completed an online questionnaire, similar to those used for a new credit account or credit report, for validation. I answered all the questions perfectly ; and provided my address, which I have lived at for almost six years, and which is listed on my drivers license. The questionnaire came back as " unable to verify '' and directed me to try again in 24 hours. I have done so, every 24 hours, for the past two weeks, always getting the same " unable to verify. '' While unable to verify, I am unable to move money into or out of my account. I contacted the company on the third day and was given a canned response recommending that I adjust or change elements of my address for the verification. I have been trying that with minor variations, including use of ZIP+4, etc., every 24 hours for the past two weeks, in an attempt to re-gain access to my account, which holds nearly {$6000.00}. This has all been to no avail. No matter how I adjust my address, the " unable to verify -- try again in 24 hours '' message appears. I have continued contact with Coinbase tech support, who insists that they can only perform ID validation through the third-party company which they use. I have repeatedly asked for who that third party is so that I can try to resolve the issue through them ( the third party ), but have been summarily ignored at least two times about that. I am not the only customer going through this issue. A XXXX search of " Coinbase Identity Verification not working '' comes up with dozens of posts on a number of forums with many other customers having this same issue, and also presumably having their own money held hostage by Coinbase.
Company Response:
State: AP
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-31
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I made a {$1000.00} ACH deposit made on XXXX XXXX XXXX, which is being held indefinitely as " Pending '' by Coinbase although the withdrawal has already cleared my banking institution. Many other customers have reported online that Coinbase holds their deposited or withdrawn funds for 10-30 days before release or not at all. Coinbase 's website states deposits are either instant via credit/debit or take 3-5 days via ACH, although this is often not the case. Coinbase uses an automated bot to address concerns or complaints on their website, and emails from a live representative are not returned to address concerns. I have requested a response about my pending funds via email from Coinbase and have received no response as to what the problem is or a solution to the problem. The delay or failure in processing these transactions as expected, and as noted in the time stated on their website, will cause personal financial distress as I am not able to retrieve my funds in a time frame that they have stated, and in which I would expect. I 'm requesting an investigation into Coinbase 's banking and transaction processes, as they require a user 's SSN, a photo copy of ID, and personal residential information to use their services.
Company Response:
State: OH
Zip: 43068
Submitted Via: Web
Date Sent: 2017-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-31
Issue: Other transaction problem
Subissue:
Consumer Complaint: i have been trying to get a hold of someone at coinbase about my account access for 4 days now, i have used their self serve password reset tool and each time it tells me i 'm trying to reset from an unverified device which is not true but whatever and it says for my security i have to wait XXXX hours to access my account, it 's be 4 days and i have tried repeatedly to reset the account and no email, no tech support, no response. it 's as if this company is dead. I have over XXXX dollars in coins in there and im unable to access my account. I just want my password reset, it could all be so simple but not with this company. I 'm ready XXXX XXXX up to san francisco and walkin to their office to get this fixed.
Company Response:
State: CA
Zip: 900XX
Submitted Via: Web
Date Sent: 2017-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-31
Issue: Other transaction problem
Subissue:
Consumer Complaint: Hello there, I am having a difficult time with Coinbase.com and transferring funds to my bank account via wire transfer. I made a wire transfer withdrawal request on ThursdayXX/XX/XXXX at XXXX XXXX. from my coinbase account to my bank account. When I made the request, site said that the funds would be transferred that day (XX/XX/XXXX ). However, when I got the confirmation email, the confirmation email said that I would receive my funds by XX/XX/XXXX. I still have not received my funds in account as of XX/XX/XXXX. I have submitted a support case regarding this issue to support.coinbase.com. The case ID is XXXX. I received a reply to my support ticket from a Coinbase.com from a representative named XXXX on XX/XX/XXXX at XXXX XXXX. This is what the reply said : ===== Hi XXXX, Thanks for reaching out. This wire was processed just after the cutoff time for yesterday so you should receive your transfer today if you havent already. If you dont see the funds post by the end of the day today please let me know so we can investigate further. Thanks for using Coinbase! ===== I have replied numerous times, continuing to state that the requested wire transfer has not been received. I have reached out to coinbase on every social media channel that I can ( XXXX, XXXX, XXXX ), as well as sent several emails and replied numerous times to my support ticket. I 've asked my receiving bank to check for a wire transfer coming into my account, at least 4 times this week, but there has n't been any transfer.
Company Response:
State: TN
Zip: 379XX
Submitted Via: Web
Date Sent: 2017-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-31
Issue: Fraud or scam
Subissue:
Consumer Complaint: Hi all, I 'm in a limbo because I 've sent a SEPA transfer on XXXX XXXX XXXX 2017 to Coinbase account, and after verification process Coinbase said It did n't never receive it ( I have an open ticket with coinbase ). I have contacted my bank and it said the transfer was OK, but the amount has not sent yet to my EUR wallet. My bank is sure about the payment : was correctly done with all information required and to the right destination. I 've sent payment trace of the transfer to Coinbase and all was required, but my payment is disappeared!
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-30
Issue: Other service problem
Subissue:
Consumer Complaint: In the month of XXXX, 2017, I opened an account with Coinbase, under email XXXX. I linked it to my bank account and was able to make some purchases of virtual currency. One day suddenly I found that my account was restricted and could n't transact anymore. I contacted support via their online form, and waited, and waited ( several days ). I sent an email to XXXX ( as directed in several of their pages ) just to get an autoreply that the email was no longer being used for support. At any rate, despite my multiple attempts I never received a response, and I incurred losses as I was unable to trade virtual currencies ahead of what I had anticipated ( correctly ) would be drops in value. In the end, after many ( at least 4 ) attempts to contact support, I gave up. I transferred my devalued virtual currency to another exchange. As a Financial exchange, Coinbase should have a way to be reached via phone to address urgent issues, yet, there 's absolutely no way to do that. There is no phone number and their support simply does not respond, despite following the proper channels.
Company Response:
State: IL
Zip: 60013
Submitted Via: Web
Date Sent: 2017-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-30
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX and XX/XX/XXXX, I made 3 deposits to the company Coinbase to purchase digital currency ( Bitcoin, Ethereum, and Litecoin ) in the amounts of {$160.00}, {$100.00}, and {$160.00}. I left the money in my coinbase account and did n't use my account. On XX/XX/XXXX, I attempted to log into my account and got the message " Sorry, your account has been temporarily disabled and please contact support. '' I contacted their support team and got the response, " Hi there, I sincerely apologize for the delay. 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. Thank you for your patience. '' I followed up with their customer support team on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX with no response. I feel like coinbase has scammed me out of my money and have not received a response to my concerns. Is this even a real company or just stealing people 's money?
Company Response:
State: CA
Zip: 95134
Submitted Via: Web
Date Sent: 2017-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A