Date Received: 2017-08-17
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: A month ago, on X/XX/2017, I tried to establish a merchant account with coinbase.com, so I could accept bitcoin payments from my customers. In order to finish the registration, one must undergo an ID verification step ( using a webcam or camera, or phone ). After more than a dozen attempts on different devices ( computers, laptops, phones ), different OS ( XXXX XXXX, XXXX and XXXX ), and different browsers ( XXXX, XXXX ) I am still unable to finish the ID verification process and hence establish my merchant account. The company ( Coinbase ) is not helping at all, I just receive automated responses from XXXX that do not address the issue. Several online forums ( such as XXXX ) are full of complaints about this, and many have reported this issue to you.
Company Response:
State: CA
Zip: 91302
Submitted Via: Web
Date Sent: 2017-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-18
Issue: Fraud or scam
Subissue:
Consumer Complaint: Currently on XXXX XXXX I had a banking issue which ended up cancelling and refunding a out I had made through coinbase. They locked down my account due to it and asked for a resent payment which I gladly gave the information to recharge me what was owed. Over a week later and my account is still locked and I can not sell my XXXX like I have said. I have messaged on XXXX as well as there customer support cases and not one word back from them. I believe this company is fraudulent and fake due to not having any sort of customer support team nor a number to get i go contact with someone to help while being a financial company. This is horridous and have XXXX dollars of my money currently locked up.
Company Response:
State: CA
Zip: 92126
Submitted Via: Web
Date Sent: 2017-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-17
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I completed a wire transfer with XXXX XXXX on XX/XX/XXXX at approx. XXXX XXXX EST to Coinbase Inc via XXXX XXXX. The amount of the wire transfer was $XXXX. The information included in the wire transfer is as follows:As indicated by Coinbase Inc, wire transfers may be received the same day if completed by XXXX Pacific, otherwise they will be credited to the account on the next business day.The wire has not been credited to the account as of now, XX/XX/XXXX XXXX XXXX.I contacted XXXX XXXX on XX/XX/XXXX. They verified that the wire transfer was received by XXXX XXXX.I contacted XXXX XXXX on XX/XX/XXXX. They verified that the wire transfer was received and stated that they sent the wire to Coinbase Inc. XXXX XXXX provided the wire reference number.Wire reference number: XXXXI emailed XXXX today XX/XX/XXXX with the information requested. I called the wire support phone number and was prompted to send an email to the above address.
Company Response:
State: MI
Zip: 48161
Submitted Via: Web
Date Sent: 2017-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-24
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: In XX/XX/XXXX I deposited {$2500.00} cash via bank ACH to this company ( Coinbase ). They accepted my funds ( which are on deposit in their company ) but will not allow me to trade or withdraw {$2100.00} of my funds due to their automatic identity verification quiz, not being able to verify my identity. I 've emailed multiple times, each time getting a response saying essentially, " keep trying to use the automated system ''. I 've offered to send copies of any bills, bank accounts or any identity documents they would like, but they keep referring me to keep trying their automated system. There is no phone number for me to call or actual person for me to talk to. The most recent email reply from their company advised me that there is no other option than to go thru their automated identity verification system. Please assist, I 've been working on this since XX/XX/XXXX and every email reply says the same thing " keep trying our automated system. '' All I want to do is withdraw the money I deposited and close my Coinbase account. Thank you, XXXX XXXX
Company Response:
State: CA
Zip: 91361
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: Other transaction problem
Subissue:
Consumer Complaint: Coinbase deactivated an account just as bitcoin prices jumped. Seems like more than a coincidence. I could not buy or sell and 4 days later still ca n't buy or sell. Terrible customer support. No way to contact them directly.
Company Response:
State: OR
Zip: 97222
Submitted Via: Web
Date Sent: 2017-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-11
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I withdrew XXXX from Coinbase at XXXX on XXXX XXXX 2017. It is now XXXX on XXXX XXXX 2017. The funds have still not been transferred to my bank account. The transaction shows as pending on their system. Coinbase have failed to respond to my requests for information.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-17
Issue: Other transaction problem
Subissue:
Consumer Complaint: My account with Coinbase is restricted and is currently shown as negative ( -XXXX ) due to problems with my bitcoin buys from my XXXX XXXX credit card. Coinbase is not responding to my support requests. This problem was because two purchases were mistakenly disputed ( I have alot of purchases and mistakenly did not recognize two of them ). One was for XXXX and the other for XXXX The dispute of XXXX was ultimately found in ( coinbase ) favor and it was recharged to my credit card account. The other dispute of XXXX is still pending. Since the dispute was settled in their favor my account should be negative ( -XXXX ) and not negative ( -XXXX ). Due to Coinbase restricting my account I am unable to access bitcoins currently worth {$170.00} already in my Coinbase wallet because they want me to pay -XXXX instead of -XXXX. If they want me to pay XXXX to regain access to my account that is fine. However, they are trying to double bill me by saying my account is negative XXXX. Attached is proof that the XXXX was rebilled to my account. The first attachment is a secure message from capital one saying coinbase won the dispute and that I was re-billed. The second attachment is my actual credit card statement showing I was successfully re-billed.
Company Response:
State: PA
Zip: 19131
Submitted Via: Web
Date Sent: 2017-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-17
Issue: Fraud or scam
Subissue:
Consumer Complaint: Yes Coinbase has not transferred any funds into my checking account even though it shows complete on XXXX XXXX and I have a XXXX balance on Coinbase and no funds have been put back into my checking account. It 's been over two weeks with no response even though I filed multiple cases. The amount was {$1000.00} and I have contacted my bank and nothing has come in even though Coinbase did a wire transfer to verify my bank account. They took my money asap but will not replace it. Please help!
Company Response:
State: NC
Zip: 27613
Submitted Via: Web
Date Sent: 2017-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-17
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I used Coinbase.com to convert virtual currency into XXXX. I then initiated a transfer to my bank account via the XXXX withdrawal method. The total amount was XXXX.XX/XX/XXXX: Submitted withdrawal request. Website stated that "Your XXXX will arrive by the end of day on Saturday XXXX XXXX, 2017"Transaction has shown as 'PENDING' since XX/XX/XXXX.XX/XX/XXXX: Opened a ticket on their support system.XX/XX/XXXX: I received a generic response "issue with our system and are working to resolve it as soon as possible. Your case has been recorded for review by an expert."XX/XX/XXXX: Received another response "It will likely take at least a week. Let us know if you need anything else in the meantime."Internet forums and social media demonstrate that many users are experiencing the same issues. I am concerned that my funds will not be transferred to me.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-16
Issue: Other service problem
Subissue:
Consumer Complaint: I 've submitted multiple cases via Coinbase website, I was told that " they 'll follow up with me. '' I have yet to receive any information regarding my case ( s ). They disabled my account due to me verifying ID and address. I sent them my photo ID and address and I 'm still locked out of my account. I also contacted Coinbase Support via XXXX on X/X/2017 ; they replied with " A specialist will follow up with you soon. '' It 's almost impossible to get support from them. I 'm trying to remain calm and patient, but it 's frustrating when I have money in there that I ca n't manage. Coinbase is a solid app overall, but the customer support is unacceptable.
Company Response:
State: IL
Zip: 60804
Submitted Via: Web
Date Sent: 2017-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A