Coinbase, Inc.

2017-08-14

Chester, NY

Other service problem

Money transfer, virtual currency, or money service: Virtual currency

Company Response: Closed with explanation

Timely Response

2017-08-14

Bethesda, MD

Money was not available when promised

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Company Response: Closed with explanation

Timely Response

2017-08-14

Austin, TX

Managing, opening, or closing your mobile wallet account

Money transfer, virtual currency, or money service: Mobile or digital wallet

Company Response: Closed with explanation

Timely Response

2017-08-14

Wonder Lake, IL

Money was not available when promised

Money transfer, virtual currency, or money service: Virtual currency

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: Closed with explanation

Timely Response

2017-08-14

AL

Money was not available when promised

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: Wired funds {$3000.00} to Coinbase, inc on XXXX XXXX 2017, still no funds deposited in my account on a same day transfer. I have called the listed number but it is either busy or no answer. I have sent emails to contact/support but still no answer. The money has been debited my account from the wiring bank.
Company Response: Closed with explanation

Timely Response

2017-08-14

San Jose, CA

Money was not available when promised

Money transfer, virtual currency, or money service: Virtual currency

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: Closed with explanation

Timely Response

2017-08-14

Unauthorized transactions or other transaction problem

Money transfer, virtual currency, or money service: Mobile or digital wallet

Company Response: Closed with explanation

Timely Response

2017-08-14

Moapa, NV

Managing, opening, or closing your mobile wallet account

Money transfer, virtual currency, or money service: Mobile or digital wallet

Company Response: Closed with explanation

Timely Response

2017-08-14

Huntingtn Bch, CA

Unauthorized transactions or other transaction problem

Money transfer, virtual currency, or money service: Mobile or digital wallet

Company Response: Closed with explanation

Timely Response

2017-08-14

Money was not available when promised

Money transfer, virtual currency, or money service: International money transfer

Complaint: Bank transferred money on the XXXX XXXX to my account with Coinbase ( over 300 to be worth of euros ). It was sent before XXXX, and the money was out of my account the same day. Their company says it will take 1-3 working days. On the XX/XX/XXXXand XX/XX/XXXXI emailed them asking where the money is, and how long until it is in my account. I have heard no response back from them, and it has almost been a week since I sent the money. This massive delay in transactions has cost me greatly, both in missed opportunities for investment ( $ 3500+ worth lost, due to this delay ) and the worry that has been caused from it all.
Company Response: Closed with explanation

Timely Response

2017-08-13

Boston, MA

Fraud or scam

Money transfer, virtual currency, or money service: Virtual currency

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: Closed with explanation

Timely Response

2017-08-13

Jupiter, FL

Fraud or scam

Money transfer, virtual currency, or money service: Virtual currency

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: Closed with explanation

Timely Response

2017-08-12

Montevallo, AL

Unauthorized transactions or other transaction problem

Money transfer, virtual currency, or money service: Mobile or digital wallet

Complaint: Sent a wire to coinbase on Tuesday. Called my bank and confirmed it was accepted but the funds are still not in my usd wallet in coinbase account.
Company Response: Closed with explanation

Timely Response

2017-08-12

ME

Other transaction problem

Money transfer, virtual currency, or money service: Virtual currency

Complaint: I added a bank account to transfer money because I had been using a credit card that had a weekly limit and after I initiated the transfer they restricted my account so that I can not buy or sell. I have contacted them through several means and the do not respond
Company Response: Closed with explanation

Timely Response

2017-08-11

MO

Money was not available when promised

Money transfer, virtual currency, or money service: Virtual currency

Complaint: On XXXX XXXX, 2017, I sent a wire transfer to Coinbase/XXXX to deposit funds to my account. It 's now been over a month and the funds still have not been credited to my gdax account. The transfer should have on taken a day or two, as indicated by XXXX. Here 's some info about the wire transfer : Date : XXXX XXXX, 2017 Amount : {$4900.00} XXXX XXXX : XXXX XXXX XXXX XXXX Routing Number : XXXX XXXX Account Number : XXXX Reference Number : XXXX ( I do n't know if this is only a XXXX thing ) Special Instructions : XXXX Beneficiary Address : Coinbase, Inc XXXX XXXX XXXX # XXXX XXXX XXXX, CA XXXX I can also provide information about my bank and account number if needed.
Company Response: Closed with explanation

Timely Response

2017-08-11

Devon, KY

Fraud or scam

Money transfer, virtual currency, or money service: Virtual currency

Company Response: Closed with explanation

Timely Response

2017-08-11

Austin, TX

Managing, opening, or closing your mobile wallet account

Money transfer, virtual currency, or money service: Mobile or digital wallet

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: Closed with explanation

Timely Response

2017-08-11

Newark, DE

Money was not available when promised

Money transfer, virtual currency, or money service: Virtual currency

Company Response: Closed with explanation

Timely Response

2017-08-11

Money was not available when promised

Money transfer, virtual currency, or money service: International money transfer

Complaint: Coinbase are illegally stopping customers from withdrawing their money. This is happening to hundreds of people ( on the Coinbase forum ). As requested by Coinbase, in order to verify my bank account ( for withdrawing funds ), I sent a XXXX payment of XXXX euros on XXXX/XXXX/XXXX. I waited a long time for it to go in. It didnt go into my digital wallet, so I sent another one, which reached my wallet on XXXX/XXXX/XXXX. Each time being charged by my bank to send the payment. Coinbase have still not verified by bank account, so I ca n't withdraw money, even though it states 1-2 days after it enters the wallet. Ive contacted Coinbase numerous times but they are not responding to my support tickets, or XXXX messages.
Company Response: Closed with explanation

Timely Response

2017-08-11

Penn, PA

Money was not available when promised

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Company Response: Closed with explanation

Timely Response

2017-08-11

Money was not available when promised

Money transfer, virtual currency, or money service: International money transfer

Complaint: I withdrew XXXX from Coinbase at XXXX on XXXX XXXX 2017. It is now XXXX on XXXX XXXX 2017. The funds have still not been transferred to my bank account. The transaction shows as pending on their system. Coinbase have failed to respond to my requests for information.
Company Response: Closed with explanation

Timely Response

2017-08-11

Las Vegas, NV

Money was not available when promised

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: I completed a bank wire on X/X/17 to XXXX ( Coinbase Inc. ) in the amount of {$19000.00} ( transaction # XXXX ) via the companies instructions so I could get same day deposit as advertised on their website. Since I missed the timeframe listed ( XXXX PST ), I should have seen the deposit to my account the following day. There was no deposit on XX/XX/XXXX or today, XX/XX/XXXX. I have sent 3 emails to support asking for further information or confirmation and have received no replies. I then proceeded to do more research online only to find dozens and dozens of others experiencing the same problem, some stating that they 've been waiting weeks for their deposit. There were few who stated that their issue had been resolved. I do not know if they are defrauding people out of their money or having legitimate service issues, but if they are, this should be noted on their website so people like myself can make a decision to not initiate the transfer in the first place. I was not looking to have my funds tied up for any amount of time, and these delays could be costing me real money.
Company Response: Closed with explanation

Timely Response

2017-08-10

Garrett Park, MD

Money was not available when promised

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: I sent a wire of XXXX to my coinbase account and it was supposed to be credited within 1-2 business days. I am on the fourth business day and it 's still not credited. I followed the instructions fully.
Company Response: Closed with explanation

Timely Response

2017-08-10

Charlotte, NC

Unauthorized transactions or other transaction problem

Money transfer, virtual currency, or money service: Mobile or digital wallet

Complaint: I have a Coinbase account with approximately {$62000.00} dollars in it. I have tried 35 times over the last 2 days to attach the front and back pictures of my Driver 's License as requested. They claim that the need arose due to AML rules. They already have my information from when I originally opened the account so this may be a delaying tactic. I have deposited funds and withdrawn funds up until Tuesday morning X/X/17. I have tried loading the documents approximately 10 times via my computer from scanned documents and approximately 25 times from my XXXX XXXX. I do n't believe the site is really working. The failure happens so fast that I bet their servers are clogged. Meanwhile I have lost the opportunity to withdraw funds costing me several hundred dollars. All they have are auto-bots for assistance and no live people. I sent them two e-mails but of course they claim they are being overwhelmed and we should expect a response in a few days. From what I have read on blogs this is a delaying tactic by them and they send form e-mails out as part of their delaying tactic. If they indeed believe they are a financial institution as they state then the State of CA. should investigate them. I have no confidence in them.
Company Response: Closed with explanation

Timely Response

2017-08-10

San Diego, CA

Money was not available when promised

Money transfer, virtual currency, or money service: Virtual currency

Complaint: On XX/XX/XXXX I did an ACH transfer of {$1000.00} USD to my CoinBase.com account for deposit into my USD wallet there. I followed Coinbase 's instructions and included their reference numbers in the transaction. Additionally, the name and address on the transferring account match the name and address of my coinbase account. On XX/XX/XXXX the monies had still not been deposited to my coinbase wallet although the transfer showed as completed as of XX/XX/XXXX from my XXXX XXXX XXXX statement. On XX/XX/XXXX I made my initial complaint via their online customer service portal. I had tried live phone or chat support however their website indicated that was not available and they steered me to public forums or online web based tickets. I completed a ticket providing my transfer details etc. I received an automated email that same day from coinbase that it would take up to 72 hours to respond. On XX/XX/XXXX I received an automated email from coinbase indicating a high volume of support requests and they wanted me to make a positive response to indicate my complain was still an issue. I did so on XX/XX/XXXX indicate my monies were still no transferred. On XX/XX/XXXX I sent another response to coinbase indicating I would be taking actions to recall the transfer if they did not at least reply to my issue. On morning of XX/XX/XXXX I visited my XXXX XXXX XXXX branch to recall the transfer. The bank indicated it had already been transferred to Coinbase and they could no longer recall the transfer. This afternoon XX/XX/XXXX I initiated this compliant.
Company Response: Closed with explanation

Timely Response