Date Received: 2017-07-22
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I have been verified on coinbase.com for weeks and have been able to buy and transfer money to the website. I now wish to sell some of my digital currency but coinbase is asking me to verify information. I do so and i get an error saying I can not be verified. This effectively locks me out of my money even though I have already been verified. Now coinbase is failing to respond to emails and I am not alone in this issue.
Company Response:
State: LA
Zip: 70592
Submitted Via: Web
Date Sent: 2017-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-21
Issue: Fraud or scam
Subissue:
Consumer Complaint: Coinbase is holding all my virtual balance due to a problem in their database for more than 72 hours. The support service does not answer any email or direct message via XXXX. I think this service could be a scam. I 'm triying to contact support since the incident occured, but no answer : XXXX XXXX XXXX, 2017. They are holding XXXX XXXX. And I got an automatic case number : # XXXX They have a lot of users complainings in their community forums and Coinbase are ignoring us. XXXX XXXX XXXX
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-21
Issue: Other transaction problem
Subissue:
Consumer Complaint: I was trying to change {$100.00} dollars to bitcoins it dint happend a now i have {$98.00} dollars missing from my accont ( wallet ) y only have left {$1.00} Ive been sending emails and trying to get a phone number to contact for the las 4 days and im still have no answer from the coinbase staff
Company Response:
State: FL
Zip: 33015
Submitted Via: Web
Date Sent: 2017-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-21
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I have a coinbase account that I have been trying to log into for the past 2 months. Coinbase 's website does not work properly, and just a glance at their reddit page will show you the problems many are facing. I am trying to change my phone number from my old account to my new phone number, however their website does not let me complete the verification process. I have tried on many different computers, and on different platforms all with no result. I have sent multiple emails and even attempted calling them. The only feedback I got was someone on a reddit page claiming to work for the company, they asked me to submit an image of my issue, and then nothing else happened. They basically have zero customer service. I 'm worried about money I might have in that account that I can not access.
Company Response:
State: NM
Zip: 875XX
Submitted Via: Web
Date Sent: 2017-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-20
Issue: Other transaction problem
Subissue:
Consumer Complaint: I notified the company Coinbase ( of which I am a customer and account holder ) that their system had charged my bank account for three withdrawals instead of one like I had initiated. I told them they were showing 3 pending withdrawals for the same amount so I believed it was a system error. I notified them through email on XX/XX/XXXX of the system error. They responded saying I needed to change my password and a few other standard questions they also said they were going to disable my account for 5 days while they reviewed it. It has now been 9 days and I have had no access to my money or the ability to transfer my funds out of the account or sell the bitcoin while it depreciates in value daily. the lower the value the less it will cost coinbase to fund the bitcoins that should be in my account as we speak. I ca n't even verify any of my funds. How is this company allowed to do this? I have emailed them 9 times since the first response ( once every day since they disabled my account ) I have received two automatic responses saying someone would respond soon. That is the entire support I have received from this company holding my assets.
Company Response:
State: FL
Zip: 33139
Submitted Via: Web
Date Sent: 2017-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-20
Issue: Other transaction problem
Subissue:
Consumer Complaint: This complaint is regarding Coinbase. On the XXXX XXXX 2017 I purchased XXXX Ethereum ( XXXX ) from them. The transaction went through ok and I received my coins. However a few moments later I noticed that they ran the transaction for a second time without my authorisation and a further XXXX Ethereum was deposited in to my account. I sent a message to their tech support via their website alerting them to this however I did n't receive any response and havent to this day. I then phoned my bank on the same day informing them of this. They said they would investigate and get back to me in due course. On the XXXX XXXX, I received an auto generated saying that my bank had removed money from Coinbase for a transaction that went through and that my account would be on hold until I paid the outstanding balance of XXXX. I tried to pay this on the site as I wanted to sell my entire holding of both Litecoin and Ethereum. The total holding was XXXX. However the site prevented an error message to try another payment method, none of them would work. So at this point I am unable to sell my coins or remove any of my funds from the site. I raised a tech support ticket on the XXXX XXXX stating the issue and that I urgently needed this resolved. I received an auto generated email saying someone would be in touch within 72 hours. However I didnt hear anything back and raised another on the XXXX XXXX. I also Tweeted their tech support team to see if that method would work. I tried this multiple times and did n't receive any response. At this moment in time I was very worried that they were running a scam so search the internet for any answers. I came across a XXXX forum where people had similar issues to myself. I found a telephone number for the company but I could only leave a message and no one responded. I found an address for them in the XXXX and when I turned up I was told no one from Coinbase had ever been to the building. I then posted my issue to XXXX on the XXXX XXXX and CC 'd in a number of their tech support and also direct messaged them. I then contacted XXXX XXXX ( Coinbase CEO ) XXXX ( XXXX XXXX XXXX ) on the XXXX XXXX he responded asking what the issue was. At the same time one of their developers responded on XXXX and looked in to my issue. My account was still locked on the XXXX XXXX and so I raised a tech support ticket again receiving no response. I was finally able to sell my holding on the XXXX XXXX for XXXX. A drop of XXXX. I approached their CEO again to enquire if they could look in to whether I could be recompensed as this loss is down to coinbase. Firstly because they took an unauthorised payment which meant my bank removed funds from them, resulting in my account being put on hold and secondly because they refuse to answer any technical support issues, XXXX or direct messages. A lot of people are having this same problem. I was told by their CEO that there is nothing they can do and now refuses to respond. You are my last hope in trying to get back anything from this sham of a company.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-20
Issue: Money was not available when promised
Subissue:
Consumer Complaint: With no notice or reason given, I have been locked out of my Coinbase account. I changed my password to the account and everything seemed fine. I went to login and was directed to a page titled " Account Disabled '' and a message that said to send photo of ID and proof of address, which I sent to support email as prompted, and have only received auto-replies directing me to trouble shooting page since. The support page give no details on disabled accounts or what to do. I submitted a complaint on the support page as well and still only received auto-replies. It has been well over 72 hours since my account was disabled and Coinbase have provided me with no information on my case, what I can do to resolve the case or even why the account was disabled in the first place. This restriction already prevented me from a planned purchase of Ethereum, which I had planned to purchase at {$160.00}. Ethereum is now trading at {$230.00}. In addition I am further prevented from securing my Bitcoin to cold storage before the XXXX XXXX fork.
Company Response:
State: NY
Zip: 11237
Submitted Via: Web
Date Sent: 2017-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-20
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I have an account with coinbase for cryptocurrencies such as Bitcoin, Ethereum and Litecoin. I have over $ 20k in my account. Two weeks ago my security was compromised so Coinbase locked my account. Since then I have not been able to get support or access my money to trade on information. I have escalated through every available channel including XXXX daily and received one support email to my ticket that asked me to repeat my problem.
Company Response:
State: NY
Zip: 10010
Submitted Via: Web
Date Sent: 2017-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-20
Issue: Other service problem
Subissue:
Consumer Complaint: Around the XXXX or XXXX of XXXX i had to factory reset my phone due to numerous problems. I was not able to use the phone long enough to change my 2FA ( 2 Factor Authorization ) settings on my virtual currency exchanges. I do n't have the security keys to install new tokens, once the phone was restored. I had do reset my connection with more then one exchange, and all but coinbase have been a fairly straight forward experience. This usually involved additional verification of id, some wait time, done. I have contacted coinbase via their SUBMIT A TICKET OPTION several times. The first time was on XX/XX/XXXX. The last time was yesterday XX/XX/XXXX. I have followed all their instructions, i submitted additional id info, which was accepted. The usual response is in a form a standard form answer. At this point i ca n't follow their instructions any longer because it requires me to have a new phone number. None of the steps recommended by coinbase have worked. I also went thru the steps to reset XXXX, as per coinbase recommendation, which is a 24 hour reset process. All my other security tokens are available on XXXX except for coinbase. I have contacted XXXX support, and was informed that coinbase manages their own tokens, and mine has been disabled/revoked. I have not received an answer from coinbase on this issue. There does n't seem to be any other way to contact support except for the SUBMIT A TICKET option. And the response time for any ticket seems to be about 3 to 4 days. Most of the answers received come from a no reply email. So the only way to ask questions or respond is to SUBMIT A TICKET. At the time this started i believe the value of my account was around {$12000.00} to {$13000.00}, i ca n't be sure since i ca n't check my balance.
Company Response:
State: FL
Zip: 33612
Submitted Via: Web
Date Sent: 2017-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-20
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I sent a wire transfer in the amount of {$8000.00} to coinbase on X/XX/17 as instructed on their website. however, I still have not received on my wallet. When I sent emails, their response was I did not do the verification to receive wire transfers. So I checked my account, there, I did verification twice using my DL. They said that money should reverse it back to my bank account if it does n't go thru their system, but it 's been almost two weeks since i had last email. They do n't even reply back to me regarding this issue. I do n't even see a pending messages on my account. this is online bank statement -- - > email : XXXX Amount : XXXX TRANSFER : Coinbase, Inc Confirmation # XXXX > Edit Description > activity type transfer > status type icon cleared > Cleared. Select to mark activity type transfer XXXX TRANSFER : Coinbase, Inc Confirmation # XXXX as Reconciled XXXX
Company Response:
State: CA
Zip: 92503
Submitted Via: Web
Date Sent: 2017-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A