Coinbase, Inc

2017-09-09

Nyc, NY

Fraud or scam

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

Complaint: Hello, I hope all is well. This complaint is in regards to Coinbase ( www.coinbase.com ). I initiated a sell/withdrawal on XX/XX/XXXX of 58.2 Litecoins, worth {$3000.00}. The reference code is XXXX. The transaction says " Completed, '' but no funds have been received in my account for what it is now over 2 weeks. I have contacted my bank twice to double check that no incoming wires or funds have been bounced or rejected. My bank has no record of an incoming transaction of that amount. I have been sending emails to the Coinbase support team for the last week with no response. I have tried contacting their support via XXXX - also with no response. Please let me know if you require any additional information from me - I am desperate to receive this money back into my account. Warm Regards
Company Response: Closed with explanation

Timely Response

2017-09-09

Scottsdale, AZ

Other service problem

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

Complaint: I received an email from Coinbase advising me that my account had participated in " unauthorized transactions, '' and that they were forcing my account to close. I was directed to transfer funds away from my Coinbase account. I transferred BTC and ETH balances, but the USD balance is unable to be transferred because I have n't added a bank account to my profile. The system will not allow me to add a bank account because it is forcing the closure. I have submitted a ticket with Coinbase ( a month ago, with no response ), and the automated system for " self-help '' does not address this issue. I have USD sitting in this account which they will not release to me, or even acknowledge.
Company Response: Closed with explanation

Timely Response

2017-09-08

CA

Other transaction problem

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

Complaint: I purchased some XXXX and XXXX ( two different digital currencies ) through the Coinbase application on my XXXX phone. The digital coins were deposited into my account, and now the the coins can not be sent out to other digital wallets. Coinbase is effectively happy enough to take my money, but now it has been about a week and they still wo n't allow me to send the coins out.
Company Response: Closed with explanation

Timely Response

2017-09-08

Boston, MA

Money was not available when promised

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

Company Response: Closed with explanation

Timely Response

2017-09-08

Money was not available when promised

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

Complaint: I am an American citizen living abroad at the time being. I initiated withdrawal from my COINBASE account via a XXXX payment to my bank in the XXXX on XX/XX/XXXXat XXXX XXXX XXXX time. ( reference number XXXX ) I had an email from coinbase saying it would reach my bank by XXXX XXXX 2017 It shows as COMPLETED in my coinbase account but my bank has had no such transfer. I have contacted coinbase via their email support however that support has been suspended. I attempted contact on their contact form by selecting " XXXX payments " from their drop down menu and was unable to submit the form due to their technical error. I was finally able to submit a complaint on their form by selecting " unable to buy and sell '' but they have failed to respond. I have tried 5 times to update my contact form in order to get a response but can not get any response at all from coinbase. There is no phone number to ring and no email to email. I am worried I have lost my XXXX XXXX. Please advise how to proceed. Many thanks
Company Response: Closed with explanation

Timely Response

2017-09-08

Brentwood, TN

Problem adding money

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

Complaint: COINBASE. last week my ability to buy Digital coijs was shut off. I have been able to buy for over 3 months. When I first reached out to Coinbase I did not get a response. I then sent a second request as to why they disabled my ability to buy to which I recieved a generic response. XX/XX/2017 | XXXX PDT XXXX replied : Hello, A manual review has determined that you are not eligible to use the Coinbase platform to purchase digital currency. Were sorry for any inconvenience that this may cause. We regret that we are not able to supply you with any additional information. Please note that we have not blocked access to any balance currently in your Coinbase account. While we can no longer process buy orders via our banking relationship, you may withdraw these funds at any time. Again, I apologize for any inconvenience this has caused you. So they have no real reson but just because ... they did this after asking me to upload my bank records my id and my ssn information ... it is very uppseting to deal with these hassles after complying with all request
Company Response: Closed with explanation

Timely Response

2017-09-08

Portland, OR

Other transaction problem

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

Company Response: Closed with explanation

Timely Response

2017-09-08

Conimicut, RI

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2017-09-08

Austin, TX

Other transaction problem

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

Company Response: Closed with explanation

Timely Response

2017-09-08

NJ

Money was not available when promised

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

Complaint: On XX/XX/XXXX I sold {$200.00} worth of XXXX in Coinbase and chose the " Instant '' sell option to send my payout money ( {$200.00} after fees ) to my XXXX account. I received a confirmation email that my sell of {$200.00} XXXX had started and the " estimated payout '' would occur on XX/XX/XXXX. I checked my " History '' in my Coinbase account and that particular transaction says " COMPLETED. '' It is now XX/XX/XXXX and I have not received any payment from Coinbase to my XXXX account. I am growing alarmed because I have no idea where my money is. Coinbase does not provide clear information on this issue, their customer support XXXX is XXXX, and they do not provide customers with a tool or update to track the money. Would like to know where my money is, why I have n't received it yet, and when I can expect it to arrive. Thank you.
Company Response: Closed with explanation

Timely Response

2017-09-07

KY

Fraud or scam

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

Complaint: Hello, The bitcoin wallet site coinbase.com just locked my account on XX/XX/XXXX without any reason and seized my funds, now I can not access to my account nor to my funds. They locked my account without any reason. Please help me get my funds back. A lot of people are complaining about coinbase fraud and I 'm one of those victims, I sent various emails to coinbase support but they do not respond at all. They 're making people fool and locking their accounts. I have almost {$1000.00} USD locked in my account, Please help me get my funds back. Thank you.
Company Response: Closed with explanation

Timely Response

2017-09-07

Azwell, WA

Fraud or scam

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

Complaint: I tried to withdraw into money into my bank account. coinbase said the transaction was completed however it never got to my acct. Several emails and calls later it has now been over 17 days and I still have nothing. Twice I spoke to support and was promised that I would have my money by the end of the day and still nothing. The coinbase blog is full of complaints about this type of complaint. I am fed up with these people they are just plain stealing. date of withdraw : XX/XX/17 amount : a mere {$93.00} Three emails with no answer at least 5 calls to support in which I was only able to get through twice. I had to share my desktop with them to prove that I never got the money. I showed them my accts and the transaction logs and was promised that it would be resolved by the end of the day. its going on day 18 now and I have heard nothing from coinbase.
Company Response: Closed with explanation

Timely Response

2017-09-07

Boulder, CO

Money was not available when promised

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

Complaint: I submitted a wire transfer for {$12000.00} to my XXXX account on XXXX/XXXX/XXXX. XXXX is the exchange operated by Coinbase , Inc . The XXXX website states that " wire transfers submitted by XXXX PT may be credited to your account on the same business day. Otherwise, funds will be available after one business day. '' The sending bank has confirmed that the funds were received, however as of writing this 6 days later, I can not access the funds through my XXXX/Coinbase account, and Coinbase has been unresponsive to my multiple requests for updates/customer support. I have the federal reference number, sending/receiving account numbers and other information to ID the transaction if necessary. Apparently I am not the only one experiencing problems with Coinbase wire transactions, see this thread from their customer support forum : https : XXXX Thanks in advance for any help in resolving this issue.
Company Response: Closed with explanation

Timely Response

2017-09-07

Fraud or scam

Money transfer, virtual currency, or money service: Refund anticipation check

Complaint: I transfer some cash for the sum of XXXX to coinbase on XX/XX/XXXX On XX/XX/XXXXi received an email from coinbase saying they could not process the money because of the currency and they would return the funds back to my bank account within 2 days. Today is XX/XX/XXXX and i havent received anything. I have written countless amount of emails to support, did not get any reply until XX/XX/XXXX, saying my money would be returned in several days, Still nothing! Please help me retrieve my money.
Company Response: Closed with explanation

Timely Response

2017-09-07

Itasca, IL

Other transaction problem

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

Complaint: I actively XXXX XXXX XXXX on the XXXX XXXX XXXX XXXX ( XXXX ) run by Coinbase, a US company based in XXXX XXXX. My account was initially funded via a linked XXXX checking account from which wire payments and ACHs have been initiated and settled without any issues. The following incidentis the first issue I 've experienced with their platform. On Monday, XX/XX/XXXX, I attempted to link an additional checking account with intent to initiate a wire transfer onXX/XX/XXXXafter the Labor Day holiday. To confirm ownership of linked accounts, Coinbase asks you to confirm small transaction amounts in your account. The credit union that services this additional checking account had shut down its online banking system over the holiday for scheduled maintenance and I was unable to confirm the deposit amounts immediately. However, from this point forward, I was unable to execute any trades on their XXXX platform or transfer funds ( virtual currency or USD ) in or out of Coinbase or XXXX. I opened a support ticket and went through the suggested steps to fix the problem on my own. An automated prompt indicated that it may be an issue with identity verification. For example, if the credit union only had my middle initial on the account 's signature card, Coinbase may be unable to verify that with the driver 's license I submitted which has my full middle name. Furthermore, the inability to immediately confirm the deposit amounts may have triggered something in their fraud or compliance process. After re-uploading my ID verification materials and removing the newly added checking account, my Coinbase and XXXX accounts were still locked down. I currently have around {$10000.00} USD worth of assets in an account on the XXXX platform. Coinbase/XXXX support has been unresponsive, with the exception of automated replies ( case # XXXX ). They do not have an option for live chat or telephone support.
Company Response: Closed with explanation

Timely Response

2017-09-07

Bronx, NY

Money was not available when promised

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

Complaint: I went to the bank and had a wire transfer for {$6000.00} on XXXX/XXXX/XXXX at XXXX as processed. Coinbase INC promised if funds were transferred before XXXX funds would be available within 1 business day. We are now on the XXXX of XXXX. My bank accounts reflects receipt of {$6000.00} and yet have not posted. I have tried everything under the sun in contacting Coinbase and yet no response. My contact # XXXX
Company Response: Closed with explanation

Timely Response

2017-09-06

Burlingame, CA

Money was not available when promised

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

Complaint: I have had an account with coinbase.com for over a year. I have activated 2-step authentication on the account, which I 'm very familiar with and have used with many other services for many years. I have never had any problems with 2-step verification with any other services. With coinbase, my 2-step verification seems to break at random times, locking me out of my account. I even attempted to use the backup master/reset password provided by coinbase to reset my 2-step verification, but this also did not work. I 've attempted to contact coinbase support for weeks, with no response from coinbase support. I just want to close my account at this point, but without any help from coinbase, my money is just stuck there.
Company Response: Closed with explanation

Timely Response

2017-09-06

Ridley Park, PA

Money was not available when promised

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

Company Response: Closed with explanation

Timely Response

2017-09-06

Sioux Falls, SD

Money was not available when promised

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

Company Response: Closed with explanation

Timely Response

2017-09-06

Houston, 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

2017-09-06

Money was not available when promised

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

Complaint: I made a XXXX withdrawal for XXXX from my Coinbase account to my bank account on XXXX XXXX, 2017, but it has n't arrived yet. It has been more than a month now. The withdrawal is marked as " completed '' on my Coinbase account page, but my bank account has not been credited! I have been trying to contact customer service, but this is notoriously impossible at Coinbase. A copy of the history of my one-way conversation with Coinbase customer service is attached.
Company Response: Closed with explanation

Timely Response

2017-09-06

TN

Money was not available when promised

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

Complaint: I sent {$10000.00} to Coinbase from my XXXX XXXX XXXX XXXX Account for XXXX XXXX XXXX, XXXX. Federal Wire Reference # XXXX They relayed the " name did not match my account '' - my name is XXXX XXXX. Ok, that 's understandable. They said they 're wiring the $ back to my account on XX/XX/XXXX. It 's now XX/XX/XXXX & I have yet to see it. Wire transfers are instant, there is no excuse. To add insult to injury, I wired another {$10000.00} to from my personal account to them last night & my bank confirmed they received. They have yet to receive. It is XX/XX/XXXX. Fed Wire Reference # XXXX They advertise it as being " instant '' funding. What a joke. So disappointed, where is my XXXX COINBASE!
Company Response: Closed with explanation

Timely Response

2017-09-06

PA

Other service problem

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

Complaint: Coinbase has " temporarily disabled '' my account for over a month. After several times of contacting support via their support request, no response has been given by them.
Company Response: Closed with explanation

Timely Response

2017-09-06

Other service problem

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

Company Response: Closed with explanation

Timely Response

2017-09-06

Other transaction problem

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

Complaint: I tried to send XXXX Bitcoin using Coinbase.com mobile app and the app responded saying that it failed to send the payment and to try again. I then went back and tried to send it again and it sent 2 payments, totalling XXXX Bitcoin. The Bitcoin address which the payment was sent to is : XXXX I then contacted Coinbase on the XX/XX/XXXXabout the issue and they responded 8 days later ( XX/XX/XXXX ) saying XXXX replied : Hello and sorry for our delayed response. Which did n't resolve my issue in the slightest and did n't even address the matter. I then replied to that asking for the issue to be sorted in which I never received a reply. Forward to the XX/XX/XXXX in which I wrote to them again asking for the issue to be sorted and once again received no reply.
Company Response: Closed with explanation

Timely Response