Date Received: 2017-08-25
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I sold my virtual currency ( Etherium ) on Coinbase onXX/XX/XXXX, exchanging it for Euros. I then withdrew those Euros ( XXXX ) from Coinbase to my bank account, on the same day. I received an email from Coinbase ( attached ) stating that the money would be in my account by XX/XX/XXXX. XX/XX/XXXX arrived and no money had arrived from Coinbase, although the transaction was marked as 'Complete ' on their website. Previous twithdrawals to my account had been very prompt, so it was unusual that funds had not arrived on time. I raised a support ticket on the XX/XX/XXXX with Coinbase ( also attached ), asking them to confirm the funds had been sent. I received no reply to the support ticket, so sent Coinbase support another message through their website on the XX/XX/XXXX. No response was received to this message asking where my money was, except for an automated email from Coinbase on the XX/XX/XXXX informing me that they were experiencing high volumes of support requests. Its now the XX/XX/XXXX - 9 working days since I requested my money be sent to my bank account - and I have received no response from Coinbase whatsoever as to where my money has gone. The amount of XXXX has been deducted from my Coinbase account, but hasnt been sent to my bank account, so I have effectively lost XXXX to Coinbase as they still have my money.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-24
Issue: Other transaction problem
Subissue:
Consumer Complaint: I have an account with Coinbase, a cryptocurrency exchange company ( www.coinbase.com ). I use the account to buy the digital currency Bitcoin. On XX/XX/XXXX, my girlfriend deposited XXXX into my Coinbase account, using the XXXX transfer service. Unfortunately, since the sending bank account was in my girlfriend 's name and my Coinbase account is in my name, I received an email from Coinbase on XX/XX/XXXX informing me that they are unable to process my request and my transaction had been reversed. I was informed the funds would be returned to the sending bank account within 1-2 business days. On XX/XX/XXXX, I followed up with Coinbase support via email because I had still not received the funds. I received an automated reply confirming acknowledgement of this request for support. On XX/XX/XXXX I again sent a message to Coinbase support informing them that the funds had still not been returned to my girlfriends bank account. On XX/XX/XXXX I received an automated message from Coinbase. It is now XX/XX/XXXX ( 17 days after my girlfriend transferred XXXX to Coinbase and there is still no sign of the funds being returned and I have had no correspondence from anyone at Coinbase.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-24
Issue: Money was not available when promised
Subissue:
Consumer Complaint: The online company is called Coinbase.com. I sold my bitcoins onXX/XX/XXXX. That 's the date coinbase is showing as the transaction as complete. Coinbase promises 4-5 days for it to show up on my XXXX XXXX XXXX account. It 's nine days now and no response from Coinbase after I emailed them. My account name is XXXX Amount of money due : {$1900.00} Transaction reference number : XXXX Can yu help??
Company Response:
State: ID
Zip: 835XX
Submitted Via: Web
Date Sent: 2017-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-24
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Hello, I sold my Bitcoins on Coinbase.com to my Coinbase XXXX. Then i started a withdrawal to my private Bank account. I did this several times before. Everytime it worked. But that time it did not work. i started the withdrawal on XXXX. It says the money is on my bank account on XXXX. Still now the withdrawal is pending. But the money is not on my bank account and the money is not on my coinbase account. i wrote several emails. i waited days now. but they dont do anything. I already called different managers of my bank in XXXX, but the money did not arrive till now. In my Coinbase account the status of the withdrawal is " pending ''. So Coinbase stole my money and dont answer my Emails. Please help me to get MY money back. Thank you very much. Best regards
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-24
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: XXXX XXXX I tried to transfer fnds from Coinbase vault to my personal vault and since then the transaction is waiting for approval. I have also been restricted from buying. I asked for support help on XXXX, XXXX, and the coinbase site and only got a XXXX reply from XXXX stating that they would look into it. I have sent XXXX messages to the support team and have had no reply for over 14 days. At this time I am still unable to access my account. Coinbase support is notoriuosly awful in response to thier customers is a fact I have discovered from trying to get help.
Company Response:
State: MS
Zip: 39501
Submitted Via: Web
Date Sent: 2017-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-23
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Hello, I have a XXXX XXXX XXXX withdrawal issue with coinbase.com. I initiated the withdrawal on XX/XX/XXXX. More than 3 weeks later, the payment is still pending ( see attached screenshot ). I contacted coinbase 's support - Case ID : XXXX - and received the following response on XX/XX/XXXX : " XXXX XX/XX/XXXX XXXX Thank you for contacting us about this. We have confirmed this to be an issue with our system and are working to resolve it as soon as possible. Your case has been recorded for review by an expert. Thank you for your patience in the meantime we will be in touch again as soon as we have an update. '' I replied multiple times asking for an update or estimated resolution time and got no answer since then. Please note that my coinbase account is fully verified and that past XXXX payments went through successfully. Thanks a lot for helping
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-21
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: On XX/XX/XXXX Coinbase, Inc disabled my account ( I use their XXXX app ) with no apparent reason. On that same date It tried to have the problem fixed on their website, and they mentioned that they needed to email XXXX, and include a picture of my driver 's license. I emailed them, and then I got and autoatic reply saying they no longer have email-driven customer support, but instead I had to go to https : //support.coinbase.comXXXX XXXX XXXX XXXX XXXX XXXX I once again, did that on the very XX/XX/XXXX. On XX/XX/XXXX, I went again to the above URL and submitted another request for support/ticket as I Had n't received any response, nor resolution has been given to my issue. This is becoming frustrating as I have around XXXX ETH in my Etherium wallet, around USD {$1500.00} back them. I 've missed several opportunities to make some profit due to fluctuations on the ETH price. I believe Coinbase, Inc is not following proper customer support ( actually its support is awful ) for an institution that deals with people 's money.
Company Response:
State: TX
Zip: 75024
Submitted Via: Web
Date Sent: 2017-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-21
Issue: Problem adding money
Subissue:
Consumer Complaint: I submitted a purchase of XXXX ETH to Coinbase for {$2000.00} USD on XX/XX/XXXX XXXX. The exchange rate applied at the time of purchase was {$280.00} USD. On XX/XX/XXXX I received an email saying that the order had been cancelled. However, from the time of purchase on XX/XX/XXXX to the time that I was informed my order had been cancelled, the value of ETH increased to {$340.00} USD. Coinbase arbitrarily denied my purchase and costed me hundreds of dollars of potentials ETH gains in the process. I have attached the emails I received from Coinbase as supporting documents.
Company Response:
State: MD
Zip: 20854
Submitted Via: Web
Date Sent: 2017-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-21
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I would not usually complain but enough is enough, this company needs to be held accountable for their actions. It is not the first time my money has been messed around with by this awful organisation. On this instance : XXXX XXXX from Coinbase : A withdrawal of XXXX ( + XXXX banking fee ) has been initiated. XXXX will arrive in your bank account by XXXX XXXX, XXXX. XXXX XXXX : still no money in my account. Numerous attempts to contact Coinbase 'Support ' have been in vain in the past, you just never receive a reply to your case ; if you do it is from a templated auto-response several days later. They do not have a telephone support option so you feel as though they are hiding from giving answers. They can not be allowed to continue operating in this manner, they have enormous funding and charge exorbitant fees, they can afford to hire a support team. Playing with peoples ' finances is not acceptable. Some examples of horrendous service can be shown in their ( heavily ignored/neglected ) community page : https : XXXX
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-21
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I tried to withdraw the amount of XXXXEUR from my account at Coinbase on XXXX XXXX. They sent me an email mentioning that the withdrawal was initiated and the money would be appearing in my bank account by XXXX XXXX ( plus extra 2-3 working days maximum for my bank to process the deposit ). However, nothing has appeared on my bank account so far. I 've lodged couple of support requests to solve this ( one made on XXXX XXXX, other on XXXX XXXX ), and tried to contact them through their XXXX account starting on XXXX XXXX, yet had I received no answer from both channels. All the dates/time mentioned above are in central european summertime.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A