Date Received: 2017-08-15
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Hello, I have USD Wallet in my Coinbase account and I have made three transferences from my bank account ( XXXX XXXX XXXX ) to my Coinbase Account. These transferences were made the X/X/2017 ( {$700.00} ), the second one was X/X/2017 ( {$300.00} ), and the third one the X/X/2017 ( {$2000.00} ). I can see the total amount is in my account but I can not buy or withdraw the money. Each time that I try to move it I get the following message : " Before you will be able to complete this withdrawal, you must provide additional information at https : //www.coinbase.com/ssn. '' I have provided several times the information that they are requiring but the system does n't recognize it. I have emailed them twice but I have not got any answers from them in a week. I am an XXXX XXXX with an XXXX, and I have a job XXXX XXXX, so I have a Social Security Number. I am hoping that they can verify my identity ASAP, since they were able to verify my identity through my Texas Driver License before. Thank you in advance.
Company Response:
State: TX
Zip: 76115
Submitted Via: Web
Date Sent: 2017-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-16
Issue: Money was not available when promised
Subissue:
Consumer Complaint: i transfer XXXX to XXXX and still my money its not here they have very bad costumer service!! my account was disable for trading so i can not see my money or do anything i have several weeks trying to communicate with them but i keep receiving generics answers from bots!!!
Company Response:
State: TX
Zip: 77057
Submitted Via: Web
Date Sent: 2017-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-15
Issue: Other service problem
Subissue:
Consumer Complaint: My complaint is with coinbase.com. About 2.5 years ago opened an account and purchased some virtual currency. I did try to access my account for about two years, until X/XX/17. During that time Coinbase had added new security features for account access. ( 2 Factor authentication. ) I was unable to access my account. I corresponded with XXXX and Coinbase by e-mail ( there is no telephone support ) until X/X/17 before I was able to access my account. ( Over 60 e-mails! ) Once I was able able to do so, I purchase set a monthly purchase for additional virtual currency. Two days ago I attempted to access my account and, again, was unable to do so due to the 2F authentication. I have contacted Coinbase tech support through their web site, but have not yet been contacted. The first time I was somewhat patient ( perhaps more than I should have been ) since I had not accessed my account for two years. But now I am in the same situation after 5 weeks. I NEED access to my account! Coinbase needs 1 ) to provide phone support to resolve these issues in a more timely manner ; and, 2 ) needs to reevaluate their account security methods. Security is fine if it prevents unauthorized access. But it is pointless if it also prevents authorized access by the account holder.
Company Response:
State: TX
Zip: 76051
Submitted Via: Web
Date Sent: 2017-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-15
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Subj : Lost wire to Coinbase, Inc. via XXXX XXXX XXXX I initiated a {$15000.00} wire to my Coinbase account on XX/XX/XXXX XXXX through my XXXX XXXX account. No verifiable response was given from Coinbase as of XXXX/XXXX/17. I 've initiated an inquiry from my bank, but nothing is guaranteed and would like to further the process along with this complaint due to what I 've been reading on the blogs regarding multiple other customers having same issue. I followed this link from one of the blogs ... .help!
Company Response:
State: TX
Zip: 77471
Submitted Via: Web
Date Sent: 2017-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-14
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I initiated a purchase of XXXX ETH for {$1000.00} USD on XXXX XXXX, XXXX XXXX to be paid for with XXXX - Spend - everyday ... XXXX. My ethereum should have arrived by the end of day on XXXX XXXX, XXXX XXXX. I also initiated a purchase of XXXX BTC for {$910.00} USD on XXXX XXXX, XXXX XXXX to be paid for with XXXX - Spend - everyday ... XXXX. My bitcoin should have arrived by the end of day on XXXX XXXX, XXXX XXXX. Nothing has arrived. I have tried to contact Coinbase but I have not received any support.
Company Response:
State: IL
Zip: 600XX
Submitted Via: Web
Date Sent: 2017-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-14
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I recently signed up for Coinbase, an online cryptocurrency exchange. I made several purchases, starting on XX/XX/XXXX. I started off using a credit card, and then increased my buy volume by providing a picture of my driver 's license. Once I was cleared for bigger transactions, I transferred a total of XXXX dollars from my bank account to my Coinbase USD account. The transfer went through and I was able to see the money in my Coinbase account. Then, I tried to make a purchase and was not able to. I was directed to the coinbase/ssn page, where they ask for date of birth, name, ssn, job title, workplace, and personal address. I provided all of the correct information but access was denied. I am now unable to do anything with the money in my coinbase account and ca n't transfer it back to my bank account. My XXXX dollars is " locked '' in Coinbase. I have emailed them twice, starting on XX/XX/XXXX, and they have not responded. I have no access to my money and need this resolved asap.
Company Response:
State: CA
Zip: 95123
Submitted Via: Web
Date Sent: 2017-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-13
Issue: Fraud or scam
Subissue:
Consumer Complaint: After seeing coinbase.com on XXXX, I decided to buy bitcoin, ethereum and litecoin. At the moment, I should have Bitcoin : approx XXXX coins Ethereum : XXXX coins Litecoin : XXXX coins On XXXX XXXX 2017, my coinbase account requested my user name and password to log in. After I provided, the message came up to go to support and provide my ID and proof of address. I uploaded my drivers license and sent it to them. I received a message that " support @ coinbase is no longer enabled ''. I opened a case with their online support. Case # XXXX. A few hours later, I received a response " We will follow-up with you as soon as we have an update. '' As of today, I have n't received a resolution or response. I see several other unhappy customers that are in my position. How can a company run their business without timely customer support? How can they still continue advertising and generating new clients with out rectifying the issues with their previous clients. I suspect that this is a billion dollar ponzi scheme! Please help
Company Response:
State: FL
Zip: 33441
Submitted Via: Web
Date Sent: 2017-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-13
Issue: Fraud or scam
Subissue:
Consumer Complaint: I heard about the new bitcoins increasing value and that it is a good investment specially if I do n't have a big investment budget, so I decided to try it and start my account with coinbase.com and made XXXX purchases. The first purchase was on XXXX XXXX, XXXX XXXX XXXX XXXX for {$910.00} USD ) and it was available in my virtual wallet on XXXX XXXX XXXX. The second purchase was on XXXX XXXX, XXXX XXXX XXXX XXXX for {$300.00} USD ) and it was available in my wallet on XXXX XXXX XXXX. My account has been XXXX for no obvious reason over the last XXXX weeks and there is no available customer service phone number to contact and they only provided an email and asked me to send them a photo ID and address proof in order to enable my account back. I did send them an email then they send an automated email back saying they do n't receive any requests or complaint on this email anymore and gave me a link to submit a complaint which was very unspecific and did not even give the option to upload the documents they asked for before. I submitted the complaint and they send they will reply to my complaint in few days and it has been more than 10 days and got not no reply. there is another weird thing that happened. when I started my account I submitted my business checking account to do the purchases through it, but the money were strangely withdrawn from my wife bank account. I thought that I XXXX have done something wrong even though I do n't have my wife checking account information on me. I did not really pay attention to this accident specially that they do n't have a clear customer service to contact to address this issue. right now the value of the bitcoin is over XXXX USD, when I made the purchases it was an average of XXXX USD.
Company Response:
State: MA
Zip: 02128
Submitted Via: Web
Date Sent: 2017-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-11
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Hello, I am a user on the website Coinbase. About a week about, on the day of XX/XX/XXXX, my account was temporarily disabled without notice or reason. I had a few hundred dollars of currency on there that I can no longer access. After submitting a case, they responded with " we have looked into the problem and are working with a specialist ''. From there, absolute silence. I repeatedly asked for the reason why my account is disabled, and I 've gotten no answer. There 's no number for me to call nor is there actually any person to chat with. It 's just " submit a case and wait ''.
Company Response:
State: TX
Zip: 78723
Submitted Via: Web
Date Sent: 2017-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-18
Issue: Other transaction problem
Subissue:
Consumer Complaint: On Tuesday XXXX, I successfully wired in {$5000.00} to Coinbase.com to utilize their cryptocurrency services. Since then, my money has been locked in their platform due to a defect in their identification system, and I have not been able to close my account and withdraw my money since. Despite numerous attempts to reach out to Coinbase support, I have been met with zero replies, and am extremely dissatisfied with their service and worried about the safety of my funds. Coinbase has shown no interest in helping me resolve this issue, and I am very worried that their " identification '' system is simply a cover up to steal my money.
Company Response:
State: CA
Zip: 95014
Submitted Via: Web
Date Sent: 2017-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A