Date Received: 2017-06-17
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I have an account on Coinbase.com, i used XXXX f or 2 fac tor authentication on the account. My phone was factory reset on XXXX XXXX and I lost the " token '' on the phone that connects t o Coinbase, therefore am unable to transfer my funds away from Coinbase. I have filed 3 separat e customer service requests to remove XXXX from my account and the firs t 2 w ere closed for no reason, the third appears to be pending but i 'm doubtful. I have gotten no response from them. All i want is to get my money, which is nea r 1 thousand dollars. I have sent them proof of my identity and I can see no reason to prevent me access to my money unles s they are running a scam of some sort.
Company Response:
State: TX
Zip: 774XX
Submitted Via: Web
Date Sent: 2017-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-16
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: I have an account with Coinbase. On XXXX XXXX, 2017, I sold XXXX for the amount of {$1100.00} ... I have yet to have this amount credited to my account ... it is still pending. Today is XXXX, 2017.
Company Response:
State: IN
Zip: 46545
Submitted Via: Web
Date Sent: 2017-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-16
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I wired money from m y XXXX XXXX XXXX account to my account on XXXX , a division of Coinbase , Inc . That was 5 days ago, the money is neither in my bank account or in my account at Coinbase. After XXXX attempts to reach out to Coinbase/ XXXX via multiple support channels ( XXXX , XXXX , Support Ticket, Email, Community Forum ) I have gotten only one automated response, no human response to my request for my funds in one form or another. This seems to be a pattern with Coinbase according to many form posts. I would avoid doing business with them in the future. They are in clear violation of their terms of service.
Company Response:
State: FL
Zip: 33445
Submitted Via: Web
Date Sent: 2017-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-16
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Coinbase s uspended my account access and I ca n't log into the account at all. They asked me to upload my ID to allow an increase in transactions and as soon as I uploaded my valid ID they suspend my acco unt. TI st ill have funds in my account and I have no way of accessing them or removing them at all at this point. I 've sent several emails over a 2 week time frame asking to resolve this issue and restore my account access but only got one automa ted reply with information about ID uploads ... none of which applies or has anything to do with my requests. They have n't addressed the issue and have not replied to any communications.
I would like to have someo ne at Coinbase restore my account so that I can log in and remove my funds that are still there.Company Response:
State: NV
Zip: 89052
Submitted Via: Web
Date Sent: 2017-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-12
Issue: Money was not available when promised
Subissue:
Consumer Complaint: " Payment Pending We are still waiting for funds from a recent payment. Your account will be restored as soon as we receive funds. " OnXX/XX/XXXXI got a message that my XXXX ( {$99.00} ) was reversed by my bank due to my account not having enough. So okay, that was my fault. But they have options to repaid it. I clicked on XXXX credit card to pay for it. ( I have used it 3 times with no problem on purchase of ETH ) And it 's been exactly 10 days since and my account is still saying. " Payment Pending We are still waiting for funds from a recent payment. Your account will be restored as soon as we receive funds. '' But credit card are suppose to be instant payment. My three eth purchases were brought immediately. So I do n't understand..It 's been 10 days. I emailed, XXXX, forum, NO response. Update : I received a response on XX/XX/XXXX " XXXX XX/XX/XXXX XXXX Hi there, Im very sorry for the recent transfer difficulty. It looks like our system has been attempting to automatically reconcile an unpaid balance on your account. This happens when your account has withdrawn digital currency that was never successfully paid for. At the moment, a bank transfer issue is preventing us from confirming if this overdraft is resolved. Our engineering team is working to resolve this issue as quickly as possible, and I will get back to you with an update as soon as we have further information on your accounts status. Thank you for your patience as we look into this, and if you have any questions in the meantime please dont hesitate to reply to this email and well be glad to help. '' I have thousands in there and this is insane as I can not access my account! I can not buy or sell my coins. And I can not withdrawn my funds, but I need to sell first. Please help me, either remove the XXXX LTC, or let me paid it via my other coins OR please check my account and see why my instant payment credit card hasn ; t been through?? This is crazy, outrageous, and coinbase is n't replying to me and others in the same boat. Reply to me and fix my account and I will share to XXXX that my account was fix and to not worry. XXXXuse almost everyone is extremely worried right now!! Desired Settlement : Finish the Job Please help me, either remove the XXXX LTC, or let me paid it via my other coins OR please check my account and see why my instant payment credit card has n't been through?? AND restore my account, allowing me to buy or sell!!!!!!!! Comment : Seriously, it 's crazy..the system is glitched, they do n't know how to fix it. And my coins are still locked that are worth thousands!
Company Response:
State: TN
Zip: 37620
Submitted Via: Web
Date Sent: 2017-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-08
Issue: Fraud or scam
Subissue:
Consumer Complaint: Purchased XXXX XXXX on XXXX XXXX for {$4800.00}. After a couple weeks they froze my account and say that Im unable to purchase after doing business with them for a couple years.
In addition I made on sell order on the XXXX XXXX when the price of XXXX fell from XXXX down to XXXX . During that time I was unable to gain access to the site to complete the transaction until the price had recouped. Many users are experiencing similar issues on the XXXX support website. Here are just a few of the other companies : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXCompany Response:
State: WA
Zip: 98034
Submitted Via: Web
Date Sent: 2017-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-02
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I was on a trip to XXXX and I attempted to log into my Coinbase account to check the prices of the crytocurrency I own. Upon my return to the US, I received the following e mail : " Dear ( Name ), We have r eason to believe you reside in a country in which Coinbase is prohibited by law from doing business ( Country ) per the sanctions imposed by th e U.S. Treasury Department 's Office of Foreign Assets Control. As a result, we 've unfortunately had to clos e your Coinbase acco unt. If you are not a resident of a sanctioned country or otherwise have received this notification in error, please contact us a t support@coinbase.com immediately and provide us with a copy of a photo ID and proof of y our current address. If your account has a balance you will need to contact th e U.S. Treas ury Department to request permission to access your funds. '' I immediately created a support ticket to have my issue resolved and provided the requested documentation. I have received only automated responses and have sent several follow up emails along with attempts to reach them via their social media platforms. The issue should take very little time to resolve and it have been over 10 busi ness days that my account has been locked and I have no access to my funds.
Company Response:
State: GA
Zip: 30319
Submitted Via: Web
Date Sent: 2017-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-01
Issue: Fraud or scam
Subissue:
Consumer Complaint: At Coinbase.com I have over XXXX invested in XXXX . However, for the past week the Buy / Sell option -- the only way to change XXXX back into XXXX -- had been disabled for me for no apparent reason. I still have a verified payment method that I used to buy XXXX with in the past, but the option to buy or sell currency is no longer available. So right after investing, I have been locked out of all my assets.
I have sent multiple messages t o Coinbase support with no reply. I fear that I have been scammed into investing money into something that either does not work or is purposefully trying to deceive me. Hundreds of customers are also experiencing similar difficulties as shown here : XXXX XXXX XXXX For obvious reasons I need to be able to have access to my assets at all times. I have been trying to contact Coinbase via customer support forms, e-mail, private messages on their community forums etc, but they just keep on ignori ng my complaints.Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-29
Issue: Other service problem
Subissue:
Consumer Complaint: On XXXX / XXXX / 17 I lost access to my account with Coinbase. I became unable to login to the account as Coinbase has stopped sending me verification emails. No problems exist with my email account itself. I filed a support ticket and attempted social media contact on XXXX / XXXX / 17 ( and since ) and have received no response from any human support representative. I am unable to turn off or on existing recurring transactions, view my balances, or move any of my existing assets out of the account. I would like to resolve these issues and continue doing business with Coinbase.
Company Response:
State: SC
Zip: 294XX
Submitted Via: Web
Date Sent: 2017-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-26
Issue: Other transaction problem
Subissue:
Consumer Complaint: ISSUE 1 : XXXX XXXX, 2017 XXXX XXXX UTC -- XXXX LTC ( Litecoin ) was sold from my account for XXXX BTC with a fee of XXXX BTC. At that time the rate for BTC/LTC was about XXXX BTC/LTC. This is currently worth over {$10000.00} USD. ISSUE 2 : It has been nearly 1 week after this incident. I can not access ANY of my funds in XXXX since the above time. Furthermore, Coinbase is having a week-long " minor outage '' affecting everyone. ISSUE 3 : Customer service? There is none. They do not respond and I can not speak with a person.
Company Response:
State: NY
Zip: 10019
Submitted Via: Web
Date Sent: 2017-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A