Date Received: 2017-05-25
Issue: Fraud or scam
Subissue:
Consumer Complaint: Coinbase has denied me access to my account multiple times. The first time happened in XXXX in which it took 4 days to get a response back from customer service. When they responded they said that the issue, which was a " email rejected by my mail server, XXXX '' was fixed and I would not experience the issue again. It happened again on XXXX XXXX . I have n't heard back from customer service even though inhale left repeated emails, phone call messages, and social media comments on the channels they recommend. Their support system purposes does not address the issue and they denying of my access has resulted in 10,000 $ + of lo st revenue.
Company Response:
State: OH
Zip: 432XX
Submitted Via: Web
Date Sent: 2017-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-23
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I have an account with Coinbase, a XXXX XXXX -based XXXX trading platform. On XXXX XXXX , 2017, I sold {$790.00} of XXXX from my account. The funds were supposed to be transferred to my checking account within 3-5 business days. As of toda y ( XXXX XXXX , 2017 ), I h ave still not received payment. I have tried contacting Coinbase via email and telephone multiple times to inquire. The company is completely unresponsive except for automated replies that do not address my issue or answer my questions. I need the money and Coinbase is profiting from the float. Please help! Thank you.
Company Response:
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2017-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-22
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: I received XXXX in the amount of XXXX on XXXX / XXXX / 17 @ XXXX into my Coinbase wallet. As for a confirmation code I did not re ceive one. I h ave tried close to 10 tim es now to contact Coinbase customer service via the only means possible, online request & XXXX . I received one res ponse on XXXX / XXXX / 17 but all they did was ask for the same information I had already provided so I reiterated it & never heard back. Here is the Case # XXXX generated by my inquiry. I have numerous other case # 's ( Case # XXXX , Case # XXXX , Case # XXXX ) that have been provided in their email acknowledging receipt of my inquiries however that 's all you hear from them. From what it looks like on XXXX many orhers are having similar issues with Coinbase. Thanks
Company Response:
State: CA
Zip: 91016
Submitted Via: Web
Date Sent: 2017-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-10
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Bought {$5000.00} worth of XXXX from Coinbase on XXXX XXXX . XXXX was promised to arrive in my Coinbase XXXX wallet on XXXX XXXX . It is XXXX XXXX today and I still do not have the promised bitcoins. Funds were taken out of my bank account by Coinbase. Coinbase customer service is non existent.
Company Response:
State: MN
Zip: 553XX
Submitted Via: Web
Date Sent: 2017-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-29
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Coinbase, Inc. i s registered as a XXXX XXXX XXXX with XXXX , XXXX registration number : XXXX They provide a money transmitting service by exchanging cryptocurrency tokens to and from local XXXX . This service is advertised as " instant '' for XXXX residents. On XXXX XXXX XXXX ( GMT +8 ) XXXX , I initiated an exchange of XXXX ETH tokens into S {$1.00}, XXXX , which was supposed to have been credited immediately into my Xfers account . S {$0.00} was credited while the 18 ETH tokens were debited. Xfers is a payment processing company Coinbase partners with. I have contacted Coinbase at XXXX XXXX XXXX , their only official source of correspondence, and also highlighted my missing funds to their representatives at XXXX and XXXX . I have also made a complaint to XXXX . On XXXX XXXX XXXX , Coinbase closed my account with no explanation, completely denying me access to my previous transaction records, while still owing me S {$1.00}, XXXX . It is XXXX XXXX XXXX today. 35 days have passed and I still have not received my funds. All I have in possession are countless excuses from peripheral Coinbase staff/ automated bot mails delaying what should have been a simple money transfer. The " instant '' transfer is fraudulent advertising and it can not be legal for a business to withhold a customer 's money under what it has claimed to be a custodial account. I should have access to my own money and transaction records.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-04
Issue: Customer service/Customer relations
Subissue:
Consumer Complaint: During my last vacation, that I spent in XXXX, I reached my personal account at coinbase.com to check how things were going. I saw this error message : " Dear ..., We have reason to believe you reside in a country in which Coinbase is prohibited by law from doing business ( XXXX ) per the sanctions imposed by the U.S. Treasury Department 's Office of Foreign Assets Control. As a result, we 've unfortunately had to close your Coinbase account. If you are not a resident of a sanctioned country or otherwise have received this notification in error, please contact us at support @ coinbase.com immediately and provide us with a copy of a photo ID and proof of your current address. If your account has a balance you will need to contact the U.S. Treasury Department to request permission to access your funds. '' From that moment, 20 days ago, I 'm unable to access my account. I reported the issue via their customer support web site, email and event XXXX. I only obtained one, just one, vage answer saying they are investigating the issue.
Company Response: Company believes the complaint is the result of a misunderstanding
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-03
Issue: Other transaction issues
Subissue:
Consumer Complaint: My husband opened an account with Coinbase, an online trading tool for XXXX, in 2014. He passed away in 2014 and, to date, despite having provided all the information requested by Coinbase, I have been unable to access his account and sell the XXXX. There is no phone number for customer service and all my email requests for assistance have been ignored.
Company Response: Company believes complaint is the result of an isolated error
State: NJ
Zip: 07901
Submitted Via: Web
Date Sent: 2017-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-08
Issue: Other service issues
Subissue:
Consumer Complaint: Two weeks ago my accounts with Coinbase were locked for some unknown reason. Since then I have attempted to reset my password to access my account and have been unable to do so because Coinbase does not recognize my IP address and after contacting their customer support I have received no response except for an initial email telling me to reset my password, which I can not do as stated above. Coinbase now has blocked my accounts and stopped communicating with me. They are holding approximately $ 16K of my money in Bitcoins.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 201XX
Submitted Via: Web
Date Sent: 2017-02-08
Company Response to Consumer: Closed
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-18
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: After 2 years of service with no issues Coinbase closed my account for no reason and furthermore refused to give me a reason despite dozens of request through their support channels. I first signed up with them XX/XX/2014. By forcing me to sell my bitcoin I missed out on hundreds of dollars in gains in the market and lost the ability to use my shift debit card that I paid {$20.00} for.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2017-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-01-13
Issue: Other service issues
Subissue:
Consumer Complaint: I first initiated a support ticket trying to resolve login issues with Coinbase.com on XX/XX/XXXX. I can not login to my account as they use a program called XXXX for verification purposes. I can not retrieve my XXXX code as I have gotten a new phone ( same number ) and didnt have any other devices with the Authy app needed to reinstall the app. I need to use a different method to verify my identity, and as Coinbase has my bank info, passport info, SSN, and driver 's license i do n't think that should be a problem. I can provide any of these to verify my identity. The main issue has been the unresponsiveness of the support team which has replied to me only twice since my initial support ticket, and only with a generic message asking if I 've resolved the issue yet and that I should refer to the website 's support page. The customer representative calls him/herself " XXXX ''. Here are is a transcript of the exchange. From : Coinbase Support XXXX ; Sent : Monday, XX/XX/XXXX XXXX To : XXXXXXXXXXXX Subject : In response to the amount of time that has elapsed and the fact that I still have not received any help in resolving my login issue, I will be filing a complaint with the Comsumer Financial Protection Bureau. As I only have your first name I will put " XXXX '' in the complaint if you will not provide a full name. My original support ticket was initiated on XX/XX/XXXX and I still have n't received any sort of useful assistance. This is atrocious customer service. I will follow this up until i receive a resolution to my problem. XXXX XXXX XXXX Subject : Interaction with XXXXXXXXXXXX XX/XX/XXXX | XXXX PST XXXX replied : Thank you for contacting Coinbase Support. We sincerely apologize for not answering your inquiry in a reasonable amount of time. If this issue is preventing you from accessing funds stored on Coinbase and you have been unable to find a solution in our Support Center ( XXXX ), please reply directly to this email with a note that you still need help ( you do n't need to re-explain the issue you 're experiencing ). For any other issue, please submit a new request via our Support Center ( XXXX ) so we can properly route and address your request as quickly as possible. If your issue has already been resolved, please do not reply to this email. We are actively growing our Support team and improve our product as we continue to scale our services. We truly appreciate your support during this period of growth. We apologize for any frustration you may have experienced. Regards, XXXX XX/XX/XXXX | XXXX PST XXXX replied : Thank you for contacting Coinbase Support. We sincerely apologize for not answering your inquiry in a reasonable amount of time. If this issue is preventing you from accessing funds stored on Coinbase and you have been unable to find a solution in our Support Center ( XXXX ), please reply directly to this email with a note that you still need help ( you do n't need to re-explain the issue you 're experiencing ). For any other issue, please submit a new request via our Support Center ( XXXX ) so we can properly route and address your request as quickly as possible. If your issue has already been resolved, please do not reply to this email. We are actively growing our Support team and improve our product as we continue to scale our services. We truly appreciate your support during this period of growth. We apologize for any frustration you may have experienced. Regards, XXXX XX/XX/XXXX | XXXX PST XXXX replied : Sent from XXXX ; XXXX From : Coinbase Support XXXX ; Sent : Wednesday, XX/XX/XXXX XXXX To : XXXXXXXXXXXX Subject : Re : Interaction with XXXXXXXXXXXX XX/XX/XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 025XX
Submitted Via: Web
Date Sent: 2017-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No