Coinbase, Inc.

2018-06-25

Memphis, TN

Other transaction problem

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

Complaint: I purchased Ethereum from Coinbase on XX/XX/XXXX for {$200.00}, Litecoin on XX/XX/XXXX for {$150.00}, and Bitcoin on XX/XX/XXXX for {$210.00}. My Coinbase account was credited for these transactions. Then on XX/XX/XXXX, the transactions were reprocessed through my bank account. I disputed these charges with my bank because I did not make them. No additional cryptocurrency was credited to my Coinbase account for the false charges. The charges were refunded to my bank account. On XX/XX/XXXX, Coinbase removed {$570.00} worth of cryptocurrency from my Coinbase account. I have emailed them many times and created numerous support tickets to no avail. Coinbase will not credit my account or issue me a refund for the {$570.00} in cryptocurrency they removed from my account. Their customer service is mostly email bots that can not assist consumers with their actual issues. Their customer service is non-exsistent.
Company Response: Closed with explanation

Timely Response

2018-06-24

Unauthorized transactions or other transaction problem

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

Complaint: I sent ltc to my wallet today. On top of that, I received a notification that my transaction was suspended for 72 hours. But I need the money very soon. It was coinbase.com Referenz-Code : XXXX XXXX. XXXX 2018 XXXX LTC
Company Response: Closed with explanation

Timely Response

2018-06-23

San Jose, CA

Wrong amount charged or received

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

Company Response: Closed with explanation

Timely Response

2018-06-22

Torrance, CA

Other transaction problem

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

Complaint: This complaint is in regards to Coinbase. someone hacked my account and stole some cryptocurrency from my account. I notified them and they put a stop on the account. they did not nothing to retrieve my money. For the past 8 months I have been trying to log in to my account again and I have not been able to get access. I have sent numerous emails and calls and they keep telling me they are escalating this but nothing is being done. I just want access tom y account to close it. This is a fraudulent company and the government needs to examine their practices. XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-06-22

Framingham, MA

Fraud or scam

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

Complaint: My coinbase account has been locked for over eight months! I am unable to buy or sell my coins, and my account was locked for no apparent reason. I called customer service, emailed them, and they gave me a ticket number to which was pointless because they did not resolve anything. I even submitted a complaint to which they said my account would be enabled in 14 business days. It has been 30 days, and the buying and selling option is still disabled! It is outrageous. How can they be so irresponsible? My only explanation is that coinbase is a fraud, and I am alerting all of those around me to stay away from them and use other platforms.
Company Response: Closed with explanation

Timely Response

2018-06-21

Boulder, CO

Fraud or scam

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

Company Response: Closed with explanation

Timely Response

2018-06-20

NM

Unauthorized transactions or other transaction problem

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

Complaint: On XX/XX/2018 I was locked out of my Coinbase.com account. This happened for no reason and I have called the company multiple times with no resolution. Coinbase customer service themselves admitted that it was a " mistake '' and shouldn't have happened. However, 4 months later my account is still locked and they will not unlock it. I can't even speak to anyone other than a general customer service rep who states the same rehearsed lines. I have called them 5 times, emailed numerous times and can not get any form resolution to my problem. My {$3900.00} dollars has been locked up, or may be gone completely, they can't even confirm, for over 4 months with zero help from them.
Company Response: Closed with explanation

Timely Response

2018-06-19

Money was not available when promised

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

Complaint: Dear Sirs, Please remove all of my data once the deposit has been made. A telephone call out of courtesy would be appreciated. Your conduct is appalling Im afraid. hugely disappointed. I also wish to make a written complaint and therefore request your XXXX office address for this. Im totally frustrated and quite disgusted at your processes and lack of function. Regards XXXX XXXX XXXX, I cant add the XXXX account because this is the original problem! It will not accept the data but has been verified by my bank as correct. The problem, as per the several complaints on many blogs and forums is the same as everyone elses. Please arrange the deposit before I contact the US ombudsman. Regards XXXX XXXX XXXX Set this up please for withdrawls out of both EU and GBP. XXXX XXXX XXXX XXXXXXXX On XX/XX/XXXX, at XXXX, Coinbase Support <[email protected]> wrote : Hi, XXXX. Glad to hear from you again and thank you for acknowledging my previous instructions. I know you are looking forward to withdrawing funds from your account and I would like to take this opportunity to have this reviewed once again. In order to assist you further, please provide the following information : 1 ) XXXX/XXXX # 2 ) Reference Number 3 ) Currency used ( EUR, GBP, etc.. ) 4 ) Date of XXXX Transfer 5 ) Name of sender as it appears on the deposit ( Not Bank Name ) As our valued customer, I am working with a specialist to review the information you submit to resolve your XXXX issue. Just reply to this email and we will be happy to follow up. Please dont hesitate to write back if you have any other inquiries. Ill be very delighted to assist you. May you enjoy the rest of your day. Best, XXXX On XX/XX/2018 at XXXX PDT XXXX XXXX wrote : The default reply below is not working. I have supplied my IBAN and XXXX details asking you to withdrawl the full amounts from GBP and EUR and you have ignored me for 3 times now. Can you call me please to action this immediately before I take to XXXX and social media with the XXXX. XXXX XXXX ( in the XXXX ). XXXX XXXX Hi, XXXX. Thank you for contacting Coinbase Support. I know you are looking forward to withdrawing the funds from your account, and I would like to express my sincerest apologies for the time it took for us to address your concern. Ill be more than happy to immediately provide you with the information you need. Before anything else, please understand that Coinbase currently only supports XXXX deposits and withdrawals in Euros at this time for XXXX customers. This means that all XXXX deposits and withdrawals must be done with Euros, as GBP withdrawals and deposits arent available at the moment. In order to deposit or withdraw funds to or from your bank account via XXXX transfer, you will need to be sure your XXXX bank account is verified here. If you already have a verified bank account for XXXX transfers, feel free to follow the steps on this article : For XXXX Customers, to learn how to proceed with your withdrawal. I aim to ensure that you are satisfied with the information I have personally provided. If you still have any other questions, just reply to this email. Ill be happy to help. Warm regards, XXXX How satisfied were you with the quality of service we provided today? Poor | Fair | Good | Great On XX/XX/2018 at XXXX PDT XXXX XXXX wrote : XXXX Set this up please for withdrawls out of both EU and GBP . XXXX XXXX XXXX XXXX I've contacted you 3 times now - taking the XXXX!! This message was sent to XXXX in reference to Case # XXXX Follow this link to view the status of your case and add additional comments : http : //support.coinbase.comXXXX XXXX XXXX XXXX XXXX XXXX On XX/XX/2018 at XXXX PDT " Coinbase Support '' XXXX wrote : Hi, XXXX. Thank you for contacting Coinbase Support. I know you are looking forward to withdrawing the funds from your account, and I would like to express my sincerest apologies for the time it took for us to address your concern. Ill be more than happy to immediately provide you with the information you need. Before anything else, please understand that Coinbase currently only supports XXXX deposits and withdrawals in Euros at this time for XXXX customers. This means that all XXXX deposits and withdrawals must be done with Euros, as GBP withdrawals and deposits arent available at the moment. In order to deposit or withdraw funds to or from your bank account via XXXX transfer, you will need to be sure your XXXX bank account is verified here. If you already have a verified bank account for XXXX transfers, feel free to follow the steps on this article : For XXXX Customers, to learn how to proceed with your withdrawal. I aim to ensure that you are satisfied with the information I have personally provided. If you still have any other questions, just reply to this email. Ill be happy to help. Warm regards, XXXX On XX/XX/2018 at XXXX PDT XXXX XXXX wrote : XXXX Set this up please for withdrawls out of both EU and GBP . XXXX XXXX XXXX XXXX I've contacted you 3 times now. This message was sent to XXXX in reference to Case # XXXX Follow this link to view the status of your case and add additional comments : http : XXXXXXXXXXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-06-19

Arco, CA

Other service problem

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

Complaint: Coinbase Case # XXXX Locked Out of My Own Coinbase Vaults Coinbase has a service called the " Vault '' that adds additional layers of security. In order to withdraw funds from the " Vault '', I need to receive confirmation on both Primary and Secondary email addresses. E-mail addresses on a vault can not be changed after it is created. My secondary vault approval address has mysteriously changed by Coinbases system to XXXX. I do not have any e-mail addresses that start with the letter XXXX. Now I cant initiate any withdrawals since two approvers are required. My funds are now frozen. I have spent many hours reading the comments of others on websites such as XXXX that had the same problem with Coinbase. Everyone was told that a specialist will contact them, but that didn't happen. Delay after delay. This is an unethical business delay practice. I contacted support by phone on XX/XX/18 and was sent a follow up e-mail. They still have not resolved the issue or even given me an adequate response detailing when they will help me regain access to my funds. What I want is for Coinbase to move all the funds from vaults ( 3 total ) into my wallets. There are XXXX bitcoins ( BTC ), XXXX ethereum ( ETH ), and XXXX litecoins ( LTC ) in their respective vaults. If you need any additional information from me, please dont hesitate to ask me. I have attached the following : Vault Setup Confirmation Emails ( Primary and secondary e-mails that I chose to use are shown ) Vault details screenshots showing that that secondary e-mail addresses for my three vaults have been changed to ( First letter is now XXXX, it should start with the letter XXXX ) Screenshots showing that my coins are in my vaults If you look closely at each of the screenshots showing the vault detail history, youll see that vault creation date is the same date that Coinbase sent the setup confirmation e-mail.
Company Response: Closed with explanation

Timely Response

2018-06-18

Unauthorized transactions or other transaction problem

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

Company Response: Closed with explanation

Timely Response

2018-06-18

Sm, KS

Money was not available when promised

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

Company Response: Closed with explanation

Timely Response

2018-06-16

Euclid, OH

Fraud or scam

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

Complaint: There was a fraudulent charge of {$6800.00} charged to my Checking account by CoinBase. I do not have a CoinBase account, so I believe someone has stolen my bank account information and made the unauthorized charge. I have contacted CoinBase and they have refused to investigate the issue, saying that it is my bank 's responsibility to investigate it. I believe this is an unacceptable response from a US based company. If they are unable to provide a secure method of processing transactions to minimize fraud, they should not be in business.
Company Response: Closed with explanation

Timely Response

2018-06-15

Columbia, SC

Fraud or scam

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

Complaint: I have a payment required on my account due to unauthorized access to my account. I have attempted to pay this amount regardless, but Coinbase does not allow me to pay the balance due to technical issues. I can not add money to my USD wallet to pay. I can not go to the payment required page and pay by bank or out of my BTC account. I currently have XXXX or {$5200.00} in my account. Due to this supposed " Payment Required '', I am not able to send or withdraw my funds. This needs to be fixed immediately. I have contacted Coinbase repeatedly on the issues within the access of my account and they are not handling it in a timely manner. Cases are still open, but they continue to close cases and I have to reopen them via the support ticket. After calling 4 times, they just continue to escalate the cases only to be rejected.
Company Response: Closed with explanation

Timely Response

2018-06-15

Soquel, CA

Fraud or scam

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

Complaint: On XX/XX/XXXX, Coinbase disabled the trading of my account. My account was a fully verified account : legal ID and SSN were provided to Coinbase as required in XXXX. No communication or notification was given to me by Coinbase in any form about why the trading ability was disabled. All " Good till Cancel '' limit orders were also removed without any form of notification by Coinbase. On XX/XX/XXXX, I contacted the customer service and they stated they can not provide any reason as in why my account trading was disabled and why all the orders were removed. They also stated they could not provide any estimation of when I can receive a follow up of the problem investigation, not to mention when can the problem be resolved. An escalated support case was raised and case number is XXXX. I was told to check after 2 business days however till now there is not any update about this case by Coinbase. I am launching this official complaint with the Consumer Financial Protection Bureau about the below Coinbase/GDAX 's multiple unprofessional malpractices : 1. My account trading is disabled without any notification in any form even my identity was fully verified long time ago. 2. When contacted with Coinbase/GDAX customer support, no reason was given about why the trading is disable. 3. No estimation was given on when I can hear back on the escalated case for the problem. 4. Good till cancel order was removed without any notification nor with any explanation why.
Company Response: Closed with explanation

Timely Response

2018-06-13

Douglas, MI

Fraud or scam

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

Complaint: XX/XX/XXXX and XX/XX/XXXX andXX/XX/XXXX myacct was broken in to by a remote hacker and with draws from XXXX XXXX to Coinbase then transferred to another out side us company with out my athurization Then both XXXX XXXX and Coinbase have made me feel I didnt protect my accounts or phone and said to bad I want my money back and I want someone to help instead of blaming me or saying there is nothing they can do.
Company Response: Closed with explanation

Timely Response

2018-06-13

Cypress, LA

Other service problem

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

Company Response: Closed with explanation

Timely Response

2018-06-12

Money was not available when promised

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

Complaint: Dear Sir/Madam My case number with Coinbase is XXXX The Coinbase system is not sending out my secondary email address which I need to withdraw my funds. The primary address of XXXX works fine - I get the email asking for approval. But the secondary email which I need to approve which is to be sent to XXXX never arrives. I have tried everything they advise to try in their FAQs to no avail. And they are not responding to my requests for help. It's not in spam of course. They also state on the phone that they can't help with vault problems via the phone. So essentially my 3 Bitcoin is locked up. I have read about people having this problem for months at XXXX so there is a bug in the system. You can see here XXXX XXXX XXXX XXXX XXXX XXXX Some people waited for months to finally get access to their money. Coinbase needs to be held accountable for their problems and needs to provide better service for their clients. I have been waiting and trying now for weeks to no avail and am fed up. Best XXXX XXXX XXXX XXXX XXXX.
Company Response: Closed with explanation

Timely Response

2018-06-12

Queens, NY

Unauthorized transactions or other transaction problem

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

Complaint: This situation is a cryptocurrency problem on the website Coinbase. About 3 months ago, I accidently sent Tron ( TRX ) to my ETH Coinbase wallet. They do no support the exchange, but refuse to send the private keys and return the money to the original exchange I sent from ( XXXX ).
Company Response: Closed with explanation

Timely Response

2018-06-11

Money was not available when promised

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

Company Response: Closed with explanation

Timely Response

2018-06-11

KY

Unauthorized transactions or other transaction problem

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

Complaint: I invested in concurrency XX/XX/2017. I used Coinbase as it is the lead US wallet for crypto. I made a decent amount of money, so i decided to hold and just use my wallet as a investment in case the price was to rise. well I had not touched my Coinbase accounts for almost half a year. When one day, I checked my bank account and saw that coinbase had charged me 4 separate transactions that totaled to $ XXXX. Once I saw this I logged into my Coinbase account on XX/XX/XXXX and saw that my currencies had been emptied and sent somewhere else and someone was able to use my card to buy $ XXXX in bitcoin and sent it also to a address. I have contacted coinbase and they act that they do not care. I get different answers every time I call and quite frankly it is something I consider quite serious. I lost about ~ $ 6K and they just say I have to wait for my support ticket to get looked at. I am not too sure if it was a hack or not. I have reason to believe my account was not actually hacked. I received ZERO emails for any transaction that happened. I received ZERO 2fa for any login attempts. This is why i have reason to think it may be fraud. It really is a joke when a company treats money with support tickets. It just seems like someone had administrative access to my account and misused it.
Company Response: Closed with explanation

Timely Response

2018-06-10

VT

Managing, opening, or closing your mobile wallet account

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

Complaint: Dear Sir / Madam, I have an account with coinbase to which I have been using for trading but has been restricted, so say coinbase, because I needed to verify my identity. I have since done that on the XX/XX/XXXX and made countless replies to the support ticketing system, to which I am consistently getting a somewhat generic response to wait until a specialist looks at my account. This problem has been going on since XX/XX/XXXX! After uploading the initial documentation recently, I have had a reply, stating : ( by XXXX XX/XX/XXXX XXXX Thank you for writing back. I understand that you have waited for quite some time now and you want your account restriction lifted. Please allow me to explain further. I made a clear review and your concern has been properly forwarded. Sometimes the time-frame given can take longer depending on the volume of cases. I can assure you that your case will be looked into and will be addressed by our specialists. Thank you for your utmost patience. Your understanding on this matter is highly appreciated. I then repeatedly advised XXXX that coinbase have no right to restrict access to my wallets. I stated that all I want to do is withdraw my coins from the coinbase run wallets so that I can store the coins in my own hardware wallet. I have also noted to coinbase that before the intention to restrict my account, I have never been given an opportunity to withdraw my coins from coinbase wallet and close the account. Instead coinbase have restricted the ability to send/withdraw coin. I have repeatedly stated to coinbase that I need access to my coin because I am a full time trader, I trade crypto markets for a living, and because they have restricted access to my coin, they are causing me great emotional distress and financial hardship, as well as it being illegal to withhold my coin. I have successfully uploaded all identification documents and a selfie, received the appropriate emails from coinbase to confirm this, I have done nothing wrong, yet my wallets are still restricted and I am unable to withdraw my coins. The answer from coinbase is always, please wait whilst a specialist checks the account. by XXXX XX/XX/XXXX XXXX Hi, XXXX XXXX Thank you for writing back and thank you for completing the identity verification. Let me ensure that this gets addressed as soon as possible. I am working with a specialist to continue resolving this issue for you. We will follow-up with you as soon as we have an update. I do not understand why coinbase have restricted access to my coin wallets, nor should they be allowed to do so. I have repeatedly asked them to fix this issue, but the generic reply is always given which is to wait and wait and wait. I do not wish to do business with coinbase any longer, I just want to withdraw my coins to my own hardware wallet and then subsequently close my account with coinbase as I have been treated very badly and no longer wish to pursue any future business with them.There is a significant amount of coins in my account, that coinbase are withholding from me, preventing me from withdrawing my coin to my own hardware wallet. The coin details are attached.
Company Response: Closed with explanation

Timely Response

2018-06-10

VA

Other transaction problem

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

Complaint: I meant to purchase XXXX BTC on coinbase.com on the morning of XX/XX/XXXX. However, transactions on coinbase will be pending for 1 week and mine will complete on XX/XX/XXXX. Immediately after the transaction, I realized I purchased XXXX. I immediately took to the support center to find a way to remedy this situation. It is impossible to speak to a human or get help for anything with coinbase.com. I have submitted a support request, but I then proceeded to read horror stories about many months-long support requests online. I am appalled by the level of service this company provides given the amount of money that is exchanged on this website each day. How can a company like this be so negligent when so much is at stake? How is it not possible to cancel a mistaken transaction while it is still pending, and will not take place until XX/XX/XXXX?
Company Response: Closed with explanation

Timely Response

2018-06-09

Lexington, KY

Unauthorized transactions or other transaction problem

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

Complaint: I had previously transferred about XXXX dollars of ethereum to my coinbase account and logged in today to find that they have transferred half of it to themselves as it now says " sent to coinbase ''. I had no say in the matter and simply want my money back. Nothing more.
Company Response: Closed with explanation

Timely Response

2018-06-08

AZ

Money was not available when promised

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

Complaint: I have deposited the fund amount of US {$54000.00} to Coinbase Inc via XXXX XXXX XXXX on XX/XX/2018. Then I tried to withdraw my fund right away when I noticed that I couldnt buy/sell digital currency because I dont have SSN ( Im legal alien, not US citizen ) however they dont allow me to withdraw my fund because I dont have SSN. I tried to find out whats going on but their customer support didnt listen to me at all. Then I told them that I want to close my account But they said they cant close my account because I have money in my account. So many times, Ive asked them to let me know how to get my money back for last 5 months ( I can give you my email history and claim records ). 2 weeks ago, one of them replied me like I need to change my country in my account information, so I sent them my passport but they said they cant change my country because I got money in my account ( thats my fund that I want to withdraw ). It looks like they dont have willing to solve my case. Thank you so much for reading.
Company Response: Closed with explanation

Timely Response

2018-06-08

Long Beach, CA

Money was not available when promised

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

Complaint: This is a complaint regarding Coinbase ( www.coinbase.com ). On XX/XX/XXXX, my Coinbase account was restricted. At first I thought it was no big deal and I appreciate the security, but it's been almost two months since the account was locked/restricted. When calling their customer support line, they say a specialist needs to look into the matter, but that's all they can do over the phone. Here 's the case history : Open Case ID : XXXX Updated : XX/XX/XXXX XXXX PDT Created : XX/XX/XXXX XXXX PDT XXXX ( Coinbase ) XX/XX/XXXX XXXX Hi there, Wed like to confirm that several transactions on your Coinbase account were authorized. I tried reaching you earlier today by phone, but wasnt able to get in touch. Can you please suggest a time when we could call you to discuss the transactions? I apologize for any additional frustration this may cause. <Name Redacted> XX/XX/XXXX XXXX I get this message when I navigate to BTC/USD -> Deposit -> Coinbase Account -> BTC Wallet, and enter a value of 1 : You are currently unable to send Bitcoin. Please contact support. The same happens when I try to transfer Etherum as well. <Name Redacted> XX/XX/XXXX XXXX Any update? Here are some screenshots if that makes things any easier. <Name Redacted> XX/XX/2018 XXXX I was trying to reply to an existing case and it created a new one instead. My apologies. I'm having trouble transferring Bitcoin from my Coinbase account to my XXXX account. I also can't sell my Bitcoin on Coinbase. Attachments | XXXX <Name Redacted> XX/XX/XXXX XXXX I'm also attaching a screenshot from XXXX Attachments | XXXX XXXX ( Coinbase ) XX/XX/XXXX XXXX Hi, <Name Redacted>. Thank you for contacting Coinbase Support. Im sorry to hear that youre unable to transfer cryptocurrency. Let me look into this. Having investigated the issue, I am working with a specialist to address it properly. We will follow-up with you as soon as we have an update. Let me know if you have any other concerns. Regards, XXXX <Name Redacted> XX/XX/XXXX XXXX Hello, I will be available the rest of today, XXXX - XXXX, XXXX. XXXX - XXXX from XXXX XXXX pacific time through the evening. Do these times work for you? Thanks, <Name Redacted> <Name Redacted> XX/XX/XXXX XXXX Hi XXXX , You sent this following message on XX/XX/XXXX. Are you still working this case? Thanks! XXXX XX/XX/XXXX XXXX Hi there, Wed like to confirm that several transactions on your Coinbase account were authorized. I tried reaching you earlier today by phone, but wasnt able to get in touch. Can you please suggest a time when we could call you to discuss the transactions? I apologize for any additional frustration this may cause. <Name Redacted> XX/XX/XXXX XXXX I received this message from " XXXX '' in XX/XX/XXXX: XXXX XX/XX/XXXX XXXX Hi there, Wed like to confirm that several transactions on your Coinbase account were authorized. I tried reaching you earlier today by phone, but wasnt able to get in touch. Can you please suggest a time when we could call you to discuss the transactions? I apologize for any additional frustration this may cause. I'm hoping this can be resolved soon so I can access my bitcoin! <Name Redacted> XX/XX/XXXX XXXX I really want to rebalance my portfolio but I can't with this restriction in place. Can the specialist resolve this ASAP? If a phone call is needed, please let me know a time that would be best. Thanks <Name Redacted> XX/XX/XXXX XXXX Hello? <Name Redacted> XX/XX/XXXX XXXX Anyone??
Company Response: Closed with explanation

Timely Response