Date Received: 2017-08-30
Issue: Other service problem
Subissue:
Consumer Complaint: Coinbase has a 2 step verification process that includes texting a code to your cell phone as the second step. I no longer have the phone that I used when I first signed up with Coinbase and so my 2nd verification process is going to a phone number that I no longer have. I have tried on numerous occasions to log in, and then change my cell number so that this would be resolved. I was told that I had to have a Web cam in order to fix the problem, so I go out and buy a web cam and take a picture of both the front and back of my drivers license and then a picture of myself as well. That should be easy enough to do, but when I try to submit the pictures, I always get an error message. So I am still unable to log into my account. I have tried to contact customer service numerous times and have only had one response : " XXXX XXXX replied : Hi XXXX, Thank you for contacting Coinbase Support. Im very sorry for the difficulty completing the ID verification in order to recover your account. In order to complete account recovery, your ID must be uploaded by you into our system by webcam, along with a photo of your face ( a.k.a. a selfie ). Unfortunately this process can not be completed using the mobile app. If youre having trouble getting your upload approved, here are a few troubleshooting tips for uploading and verifying your ID : - Take the picture in a well lit area. Natural light works best. - Try to use indirect light for your ID to avoid glare - Use an up-to-date version of the XXXX browser - Clear your browser cache, restart the browser, and try again. - Wait 30 minutes between attempts If none of these steps help, please let us know and we will do our best to continue the troubleshooting process. ''
Company Response:
State: TX
Zip: 766XX
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: Money was not available when promised
Subissue:
Consumer Complaint: on XX/XX/XXXX I initiated a wire transfer from coinbase in the amount of {$520.00}. Reference # I received XXXX. I 've already sent numerous emails to coinbase and just no reply at all I consider this stealing especially when I paid a {$25.00} fee to receive it the next business day.It 's been over a week now and still no sign of my XXXX
Company Response:
State: TX
Zip: 78550
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: Money was not available when promised
Subissue:
Consumer Complaint: I opened an account with Coinbase Inc in XXXX 2018. Since then i have been investing in Bitcoin. Now, 4 months later Coinbase Inc has put a freeze on my account stating that I must verify my identity. AGAIN. I did this at the time of account opening. I have tried at least 20 times, followed Coinbase instructions, contacted customer support ( only way is email ). Coinbase Inc 's actions of putting a freeze on my account is unjustified, illegal and is costing me a lot of money. This is not what they advertise. I must be able to buy and sell bitcoin as I choose, when I choose, as they coinbase boasts. The freeze on my account must be removed. Coinbase Inc 's Identity verification software/app does not work. The customer should not be punished. I am who I say I am and have provided the documents to prove it. For Coinbase to take my money, then freeze it, and state that it is my duty to fix it is preposterous. And customer support at Ccoinbase is unacceptable by any standard.
Company Response:
State: VA
Zip: 201XX
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: Money was not available when promised
Subissue:
Consumer Complaint: I initiated a wire transfer in the amount of {$10000.00} on XXXX XXXX at XXXX PST. Funds were to be available in my a count within the same business day. It has been 3 business days and I have not received the funds. Attempts to contact the company via email support, XXXX, and even messaging an executive via XXXX have gone ignored. The confirmation number is XXXX
Company Response:
State: CA
Zip: 94070
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: Other transaction problem
Subissue:
Consumer Complaint: I have been with Coinbase for quite a while now. When XXXX was looming, Coinbase sent out an email saying they recommended their users protect their Bitcoin by putting it into their Vault. I did that on XX/XX/XXXX About a week later ( XX/XX/XXXX ) I logged back into my account and set up the transfer from my Vault back to my Bitcoin wallet. I have waited and waited and waited. I have contacted Coinbase repeatedly about this transfer. The note on my account says, " Waiting for approval. '' I have already approved the transfer so I looked into this further : There is another name on my account ( some d ... XXXX ) I NEVER put on the account. I have investigated on the internet and it seems Coinbase has had this complaint MANY times - the mysterious d ... XXXX who has to approve transfers and never does. I do n't know who this person is. I do n't have their email address to approve my own inter-account transfer and so my money is just somewhere out there inaccessible to me. I have contacted Coinbase repeatedly and they simply DO NOT RESPOND now. I have not been able to use my Bitcoin as the market made its moves. My money is being held hostage by the ( supposedly ) most reliable company to have/hold bitcoin with. I have missed out on many opportunities to turn a profit because my funds are inaccessible.
Company Response:
State: GA
Zip: 31503
Submitted Via: Web
Date Sent: 2017-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-29
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Hi, I write to you, because I have ran out of options. I have tried contacting Coinbase over 9 times via email and over there XXXX customer support. They have a telephone number but its completely useless. There customer service is the worst Ive ever seen. They are a cryptocurrency exchange company, one of the biggest in the world, but in my opinion they are committing fraud on hundreds of people. And they get away with it because of there terrible customer service. I started investing with them in XX/XX/XXXX, I invested in XXXX and XXXX currency. I have invested over {$1000.00} with them, but on XX/XX/XXXX, I traveled to XXXX for vacation, and all I did was open there app to check the value of my coins, and pfff just like that, as soon as I arrive to the states which was on XX/XX/XXXX, they had blocked my account because of my travel to XXXX. Account has been blocked for 2 months, and there is no help in sight. They always come back with the same response, we are working on it with a specialist. Really?? For 2 months?? This a multi million dollar company, and what they are doing is fraud. I have over {$1000.00} invested and in XXXX day they stoled it from me. its not right. It does not take 2 months to unlock some ones account, for something so stupid like traveling to XXXX. and like me, there are hundreds of people, and the only people getting there account open are people filing a lawsuit. I ask for you help, because I guess im a small fish in a large pond, and I do n't know what else to do, besides filing a lawsuit or traveling to XXXX XXXX and knocking on there door. The current value of my currency are close to the {$1500.00} mark. It fluctuates on a daily bases. All I want is my account to reopen and I have access to it. I understand you guys are extremely busy, but I beg of you for your help. Thank you
Company Response:
State: FL
Zip: 33173
Submitted Via: Web
Date Sent: 2017-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-30
Issue: Other transaction problem
Subissue:
Consumer Complaint: XX/XX/XXXX at XXXX XXXX Coinbase sent a message that they were restricted my ability to Buy & Sell Bitcoin because they say I was reselling of digital currency via other services. XX/XX/XXXX XXXX I opened a support ticket [ Case ID : XXXX ] requesting my limits to be restored since I have never resold digital currency via other services. XX/XX/XXXX XXXX I downloaded a full history of my transactions that contains questionable transactions that do not belong to my account and attached for report to the support ticket. XX/XX/XXXX XXXX Requested for ticket to be reviewed and resolved. XX/XX/XXXX XXXX Received a message that my limits have been increased but the Coinbase system does not reflect the change. I updated the support ticket with this confusing message from Coinbase. XX/XX/XXXX XXXX Requested for ticket to be reviewed and resolved. Also direct messaged XXXX XXXX on XXXX Also private messages XXXX on XXXX XX/XX/XXXX XXXX Requested for ticket to be reviewed and resolved.
Company Response:
State: NY
Zip: 100XX
Submitted Via: Web
Date Sent: 2017-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-29
Issue: Other transaction problem
Subissue:
Consumer Complaint: I am filing this complaint to address Coinbase, digital currency exchange, to have my funds/accounts released immediately. Over the weekend, my account was hacked meaning someone, an unauthrizd user, has logged in with my information somehow to transfer {$5000.00} worth of BTC to an address. At the time of the transaction, I 've received text messages that give me the codes to enter if I am logging in from somewhere I have not logged in in previous locations/devices which the led to the suspicion. I logged in to my account immediately with my phone ( primary device for login ) to see what was going on. Only to find out that a transaction has been made an was " pending ''. Unfortunately, Coinbase do not have a human support. I emailed customer service about the account being hacked and replied by saying they 've closed my account due to security reasons. Two days have passed and a representative emailed me stating the transaction was done through a device that I consistently use to make transaction and a consistent location. This does n't make sense at all. If someone tried to log in with my information, by entering numerous amount of wrong codes, I believe that Coinbase should have locked my account and advised me right away. I 've received 6 text messages with different codes meaning he or she had entered them wrong every 6 time. Ultimately, I have no idea how they had access to the phone I was physically carrying to complete the transaction. Furthermore, the representative just gave me a simple process to change my password and strengthen my authentication process. I needed to have access to my remaining balance and to find out which device at which IP has logged in for the hack ( trying to somehow resolve on my own ). This capability is only available when I am able to sign in. So at the moment, I am trying to have access to funds over {$20000.00} which is a big amount. Furthermore, they refused to help the customers ' losses. Not only they are willing to even negotiate/speak about responsibilities, they are not enabling my account without answer. So, I hereby file this complaint to Coinbase to take immediate action. Thank You
Company Response:
State: CA
Zip: 90015
Submitted Via: Web
Date Sent: 2017-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-29
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XXXX XXXX 2017 at XXXX Eastern I cashed out my bitcoin wallet from Coinbase.com. I received confirmation XXXX. It has been 13 days and I still have not had the money deposited into my bank account. Additionally, I have sent them two messages following up on this and have not gotten any response. This company seems to be scamming me and the least they could do is respond and let me know where my money is. It only took 1 day for them to get my money, it should n't take this long to give it back.
Company Response:
State: OH
Zip: 43123
Submitted Via: Web
Date Sent: 2017-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-29
Issue: Other service problem
Subissue:
Consumer Complaint: Coinbase.com is requiring me to update some account information on their coinbase.com/ssn screen in order to do anything but miniscule sells in my account. Unfortunately, their system does not recognize my address as a valid address even though it is a valid address of a major apartment complex in a major city in the XXXX. I have tried to contact them numerous times since XXXX XXXX with no success. I 've tried via e-mail and via twitter ( both public and direct message to their account ). They do not respond, ever. I have seen many others have similar complaints. I fear this is part of a fraud or scam intended to make me give up on selling from my account until they have some excuse to confiscate my funds and use them for themselves.
Company Response:
State: CA
Zip: 90046
Submitted Via: Web
Date Sent: 2017-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A