Date Received: 2017-08-28
Issue: Other transaction problem
Subissue:
Consumer Complaint: I am currently having issue with coinbase. They have disabled my account since theXX/XX/XXXX. I can not access my funds, i have submitted a few tickets and sent messages on XXXX but still no luck. I have submitted proof of id and passport on the XX/XX/XXXX. As was requested by coinbase. My email address is XXXXXXXXXXXX.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-28
Issue: Other transaction problem
Subissue:
Consumer Complaint: InXX/XX/XXXX, a transaction in the amount of {$100.00} was processed to my credit card without authorization - from Coinbase.com. Coinbase had my credit card information on file from purchases of bitcoin made inXX/XX/XXXX, but as evidenced from security logs showing logins to my account, I clearly had not authorized this purchase. Furthermore, the bitcoins that were purchased for {$100.00} were soon after transferred from my account to an unknown bitcoin address. Since I was unable to find any contact information for Coinbase, I called my credit card company ( XXXX XXXX ) onXX/XX/XXXX to let them know of the unauthorized transaction. A dispute was filed and sent to Coinbase and is currently pending. However, instead of accepting that this case may be a fraudulent transaction, Coinbase conducted another transaction from my credit card in the same amount, {$100.00} onXX/XX/XXXX. I contacted XXXX XXXX again today,XX/XX/XXXX, to dispute this new transaction. Coinbase 's security logs show that I did not login to my account inXX/XX/XXXX, orXX/XX/XXXX, and that I could not have possibly authorized these transactions. Additionally, {$60.00} in bitcoin had been sitting in my Coinbase account since my authorizedXX/XX/XXXX purchases and were transferred out of my account on the same day that the total bitcoin from the first order was removed from my account - and it was sent to the same bitcoin address. I believe that Coinbase has knowingly and intentionally removed funds from my credit card account without authorization twice, and transferred bitcoin from my Coinbase.com account to a private bitcoin address, likely owned by a Coinbase employee. Coinbase intentionally makes it difficult for their users to contact them and provides no way to do so through their website or phone lines. XXXX XXXX informed me that even Coinbase.com 's vendor file has no phone number attached - meaning Coinbase operates with a high level of privacy. Add to that the difficulty of tracking bitcoin transactions, and an incentivized and lowly-regulated company would have an easy time taking money from its customers. I appreciate your time and hope that the CFPB will investigate Coinbase.com for these two unauthorized transactions, plus the transfer of my personal bitcoin funds to an unknown bitcoin address.
Company Response:
State: VA
Zip: 24060
Submitted Via: Web
Date Sent: 2017-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-28
Issue: Other service problem
Subissue:
Consumer Complaint: My phone was stolen on the XX/XX/XXXX, so I also lost my XXXX XXXX XXXX. It seems that there is no human support for Coinbase and I was asked by a bot to verify my ID using my webcam - which I did. As I have moved countries, I get the following error message : ID does not match profile. Coinbase has no email support, no call centre and does not answer XXXX XXXX either. As far as I am concerned, this constitutes fraud - they have my money and I have no way of getting it back. My intention was to buy Bitcoin, but without access to my money I have now lost a potential {$2000.00} USD. Very frustrated.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-28
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: I 'm a user of cryptocurrency trading platform, Coinbase. I verified my account with my State ID card ( which the app and website confirmed ) and to this effect, I was granted increased buy/sell limits as well as a USD wallet. In fact, I was able to withdraw {$2000.00} from my XXXX XXXX account into my Coinbase USD Wallet. Prior this getting a USD wallet, I could purchase up to about {$2300.00} in cryptocurrency and now, I ca n't buy or sell any of my current cryptocurrency because it gives me an error about having to verify my SSN at XXXXXXXX. ( even though my State ID is verified and there 's no way I 'll get a State ID without SSN ). I have tried over 15 times to get that verified but to no avail. I terribly need the money or at least be able to make transactions on the platform and for about a month now, I ca n't do any of that.
Company Response:
State: WA
Zip: 981XX
Submitted Via: Web
Date Sent: 2017-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-28
Issue: Other transaction problem
Subissue:
Consumer Complaint: I have an account with Coinbase.com where I have roughly {$50000.00} worth of cryptocurrency stored currently. I recently traveled to XXXX as a tourist and my account is locked as a result ( as of XX/XX/XXXX ). I can not get a response from Coinbase support to reactivate my account and restore access to my assets ; I have contacted the company approximately 15 times since my account was disabled, and provided all of the documentation they requested ( e.g., proof of residency in US, government ID, etc ). Coinbase has replied ( XX/XX/XXXX ) noting that they have escalated the issue, but I have heard nothing since, despite repeated follow-up attempts by me. I need reassurance that I will have access to my money restored immediately. Three weeks is an unacceptable amount of time to be waiting for a response on an issue that should straightforward to resolve. Case number : XXXX
Company Response:
State: NY
Zip: 11101
Submitted Via: Web
Date Sent: 2017-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-27
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I have transferred over 20,000 dollars to coinbase and they would not let me wire out my own money back into my own account at XXXX. They made it very easy to create an account at coinbase and to wire money IN but there website would not let me wire my own money back into my own account. I have sent 3 tickets about there " verification process '' that kept saying my address is incorrect or my social security is in correct when in fact I know it is correct. It has been 3 weeks and they have not responded to any of my tickets. There website tells me to wait 24 hours to verify again. I have tried this for several days and there system refuse to verify my account. If they did not verify my account, why did they even accept my wire transfer coming in to coinbase in the first place? Now I can not wire my own money back into my own back because there website is claiming I can not be verified because my Social Security is incorrect. I believe this is an excuse to take my money and hold it ransom.
Company Response:
State: CA
Zip: 91789
Submitted Via: Web
Date Sent: 2017-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-27
Issue: Other service problem
Subissue:
Consumer Complaint: Coinbase requires a link in a verification email to be opened in order to login, however I had lost access to that email and as such I have lost access to my Coinbase account. I am not able to access my {$37000.00} balance or maintain security of my account. I did some research on how to regain access to the account, and followed their instructions pertaining to this particular scenario. Then, I contacted their support via e-mail on X/XX/17 to initiate a Coinbase Account Reset Process. As of today, there has been no response by a human to my case.
Company Response:
State: NH
Zip: 030XX
Submitted Via: Web
Date Sent: 2017-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-27
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I have XXXX GBP ( about XXXX US Dollars ) on account with Coinbase. In order to withdraw money from my account, Coinbase says I need to verify it by depositing XXXX Euros by bank transfer. They say that once this is done, the account should be verified within 2-3 business days, and I should be able to withdraw my XXXX GBP. I deposited these XXXX euros on XX/XX/XXXX, and as of this writing Coinbase is still refusing to verify my account, and is withholding my XXXX GBP. I first contacted Coinbase about this onXX/XX/XXXX. I have received many vague responses assuring me a resolution is just around the corner, but as of this writing, they still have my money. I am attaching the history of my communications with Coinbase. Thanks for reading, and I hope you can help me out with this.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-26
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: This is about COINBASE.COM. They are holding everyone money if you send out, they have no way to contact them except you write them a ticket, and when you do that they do not respond to your ticket. Thousands of people have their funds with them, and I know it will be up to {>= $1,000,000} which they have with them. When you request to send money to another XXXX customer or for service payment, They do not process them and they do not say a reason why. Please, we need this fixed ASAP. Thank You
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-25
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: As of XXXX17 ' I made a transfer of {$4300.00} to my Coinbase account. The withdraw was from my XXXX XXXX. Funds, USDT, were transferred using my Bitcoin Address. Copy pasted the BTC Address : XXXX for me to transfer the USDT over to my USD Wallet on Coinbase. The transaction went through but I only received XXXX cents, still pending status, in BTC ( XXXX BTC. ) The transaction is here for anybody to see by clicking the link below. When going on the XXXX website, please copy paste the BTC Address, shown above, to view the current balance. The balance shows the XXXX cents in BTC and the rest of my funds in USDT. The funds are still there but without the Private key I can not access my funds. Coinbase, under their terms and condition, states that the private key is held by them and is not to be handed out due to privacy concerns, to which I understand. However, the address is my address and nobody elses. I understand if I sent the wrong funds to the wrong address and I am asking the for the private keys to the other individuals address, ultimately asking for their bank account information, however this is my account and my wallet so this should be a feasible task for coinbase. I tried another transaction to the same address and my {$10.00} in BTC came to my account without an issue, so I know I still have access to my account. Public Transaction XXXX XXXX XXXX XXXX XXXX
Company Response:
State: CA
Zip: 91202
Submitted Via: Web
Date Sent: 2017-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A