Date Received: 2017-07-07
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XXXX, XXXX 2017, as I was having issues purchasing Bitcoin from the cryptocurrency company Coinbase, INC, I updated my account info to include my state of residency. The address I used was in the state which corresponded with the ID they have on file. This is not my primary address, although I do use it still occasionally for official business as my current address may change and I can still receive mail at the old address. Coinbase suspended my account, stating that they do n't allow for residents of that state to use their services, although this was not an issue when I created my account nor was I notified of any change. I immediately contacted them asking to change my address to my new address in a state that they do business in, but also gave the option of sending the XXXX Bitcoin in my account to a different Bitcoin Wallet. Their website states that even if an account is frozen funds remain in the wallet until the account is unfrozen. In return to my complaint, I received two automated email responses stating that due to high traffic at the time the incident occurred they could not get to my complaint at the time but should expect a response within 72 hours. The second email I received requested response if the issue was not addressed by the automated email. I responded, expanding on the issue and requested only a Bitcoin transfer as I no longer wished to do business with them. I received no further responses regarding this issue. On XX/XX/XXXX, I added an additional reply to the open case I had stating that I had not yet received a response and that they did not have the right to withhold my funds. I filed another separate complaint with them on XX/XX/XXXX, to which I got another automated response stating that due to high traffic I should expect up to 72 hours of delay before I receive a non-automated response. This second complaint I opened was merged into the previous one for having similar content, yet I received no response. I have received nothing further from this company.
Company Response:
State: WY
Zip: 827XX
Submitted Via: Web
Date Sent: 2017-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-06
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Issue with Coinbase Transferred Ethereum based Tokens into my Ethereum Wallet on thier Exchange. They will not provide me the Private Key of my wallet so I may transfer my Tokens out of their wallet.
Company Response:
State: WA
Zip: 98003
Submitted Via: Web
Date Sent: 2017-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-05
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I am a U.S. citizen w ith a primary residence in XXXX . I established an account with Coinbase with XXXX ID. I soon discovered that I was unable to withdraw funds that I had deposited due to Coinbase not having a " processor '' in XXXX to facilitate withdrawal. The only activity I was able to conduct was depositing funds via credit card. I have tried to re-register my account to a valid US address with a valid US Drivers License countless times using all facilities and options available to me thru the Coinbase website and mobile app. EVERY attempt has failed. I have attempted this well over 2 dozens times. I have inquire with Coinbase Customer Support also countless times. The only current option to contact them is via a website contact form, although when I first started this effort, I was able to use email. Regardless of method, Coinbase response was almost always a preformed response which was never helpful and never addressing my request for help. Currently I have money in a Coinbase account and have no way of withdrawing it.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-05
Issue: Fraud or scam
Subissue:
Consumer Complaint: Greetings I have a account with Coinbase, IncAddress : XXXX XXXX, CA XXXXPhone : ( XXXX ) XXXX I went to XXXX and received a email from coinbase that my account was closed because I was in a use sanctioned country so when I come home to XXXX I sent them my passport copy and driving licence as proof I have emailed them numerous time without success They tell me to Follow this link to view the status of your case and add additional comments : XXXX XXXX XXXX the only goes to support not to my case could you please assist.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-04
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I have an outstanding balance of {$200.00} USD on coinbase and they ask for my debit card information so that i can pay. I give them my debit card information and my account was locked and payment pending ever since XXXX XXXX 2017 . I email them several times and they told me that i need to deposit enough XXXX currency to cover my outstanding balance and when i told them that i have enough XXXX currency in my account to cover it. They told me that they have issue charging me that amount. It has been more than a month since this issue and it has not been resolve. I am not sure why it is so hard to charge me for the outstanding balance since i have purchase from coinbase multiple times. Now i am unable to withdraw the funds i have in my account and will take legal action if needed.
Company Response:
State: NY
Zip: 11228
Submitted Via: Web
Date Sent: 2017-07-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-04
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: My account was disable 2 weeks ago. Coinbase requested scanned copies of driver license and proved of address verification. Information was entered multiple times. I still have no access to my account.
Company Response:
State: FL
Zip: 32829
Submitted Via: Web
Date Sent: 2017-07-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-02
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: Issue 1. Ca n't withdraw any of my funds ( approximate value {$120000.00} ). The system has an automated ID verification system that fails every time for me, despite using the exact same ID I originally used when I opened the account. I 've tried all suggestions give by support and from the support pages and forums. Nothing works. I 've contacted support numerous times and they have stopped responding to me. On XX/XX/2017, I attempted to withdraw {$5000.00} from XXXX/Coinbase. It transferred the money from gdax to coinbase but failed to finish the transfer and send it to my bank. No reason given. After contacting support, I finally got the answer that I needed to verify my ID again, which I 've attempted 20+ times this past week.
Issue 2. Missing wire transfer and no response from support on what happened to it. On XX/XX/2017, I transferred {$1.00} from another account to Coinbase in order to verify the new account as suggested. The wire transfer was sent but it has never been credited to my coinbase account. I contacted support, but have received no response addressing this issue. The fed reference number is XXXXCompany Response:
State: UT
Zip: 84105
Submitted Via: Web
Date Sent: 2017-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-03
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XXXX XXXX , I clicked a link in an email for security purposes and received the following reply from coinbase : " We have received your request to disable signin to your account. XXXX At this time we have signed out all sessions for your account, disabled any new signins, revoked API access, and cancelled any recurring payments that were configured. XXXX If you have an existing support case open, our agents will get back to you as soon as possible. " It has now bee n 2 weeks a nd I have been trying to reach this company to re-enable access to my account without any type of success. My account holds over {$50000.00}.
Company Response:
State: FL
Zip: 33647
Submitted Via: Web
Date Sent: 2017-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-30
Issue: Other transaction problem
Subissue:
Consumer Complaint: Hi, Coinbase allows to buy cryptocurrency such as Bitcoin. I initially verified my identity, and purchased bitcoins using various means of payment ( credit card and bank account ). They then rolled out a " USD wallet '', which is a way for them to store US dollars owned by the consumer, so that the consumer can quickly buy crytocurrency from that USD wallet. I first made a small wire transfer ( {$1000.00} ) to that USD wallet, which was successful, and which I was allowed to use. When I made a second much larger transfer ( {$12000.00} ), they asked for my identity again, which I complied with. They now blocked USD wallet, which holds the money I wired, and ask that I enter my SSN information ( the last 4 digits only ). I attempted to comply, but the system replies with the following message : " Unfortunately, we could not find an identity matching the one you provided. This is common for those that are considered minors, between the age of XXXX-XXXX, or those that may be new to the country and have not established a presence in public data. '' I have been a US taxpayer for almost 6 years, and US resident for almost 4 years, so this excuse makes no sense. I have tried to contact them earlier this week, but did not get a reply within 72 hours, as they said I would. At this point I 'm getting scared that I will never see my money back.
Company Response:
State: WA
Zip: 98119
Submitted Via: Web
Date Sent: 2017-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-29
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I had written this for http : //oag.ca.govXXXX but their capcha only works with IE so I 'll paste it here. It 's about coinbase.com I 've had an account there a little over a year, using it as a bitcoin wallet with mostly no problem. In XXXX 2017 I had 2 transactions where they never actually sent the bitcoin even though their web page indicated everything was completed. I chat with this person regularly and she did n't get her bitcoin, but then she 's also a coinbase customer. I filed a case, waited the specified minimum amount of time. Started looking in their forums and other people were complaining too. So I went to the better business bureau and there were 193 complaints against them. Now I 'm looking into joining a class action lawsuit if I can find one. The dollar amount was only {$80.00} but I 'm retired on Social Security, it 's a significant amount of money to me. The transactions were on X/XX/2017 and X/XX/2017 When I tried to send {$31.00} and it did n't work, I sent {$1.00}, that worked, so I sent {$29.00} which also worked. About a week later I tried to send {$50.00} and it did n't. In my attachment I circled in red the ones that did n't work and in green the ones that did. I do n't have any transaction numbers, etc. for them.
Company Response:
State: MA
Zip: 013XX
Submitted Via: Web
Date Sent: 2017-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A