Coinbase, Inc

2017-08-25

Money was not available when promised

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

Complaint: I sold my virtual currency ( Etherium ) on Coinbase onXX/XX/XXXX, exchanging it for Euros. I then withdrew those Euros ( XXXX ) from Coinbase to my bank account, on the same day. I received an email from Coinbase ( attached ) stating that the money would be in my account by XX/XX/XXXX. XX/XX/XXXX arrived and no money had arrived from Coinbase, although the transaction was marked as 'Complete ' on their website. Previous twithdrawals to my account had been very prompt, so it was unusual that funds had not arrived on time. I raised a support ticket on the XX/XX/XXXX with Coinbase ( also attached ), asking them to confirm the funds had been sent. I received no reply to the support ticket, so sent Coinbase support another message through their website on the XX/XX/XXXX. No response was received to this message asking where my money was, except for an automated email from Coinbase on the XX/XX/XXXX informing me that they were experiencing high volumes of support requests. Its now the XX/XX/XXXX - 9 working days since I requested my money be sent to my bank account - and I have received no response from Coinbase whatsoever as to where my money has gone. The amount of XXXX has been deducted from my Coinbase account, but hasnt been sent to my bank account, so I have effectively lost XXXX to Coinbase as they still have my money.
Company Response: Closed with explanation

Timely Response

2017-08-25

Manhattan, NY

Unauthorized transactions or other transaction problem

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

Company Response: Closed with explanation

Timely Response

2017-08-25

San Mateo, CA

Other transaction problem

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

Company Response: Closed with explanation

Timely Response

2017-08-24

Portland, OR

Other transaction problem

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

Complaint: Coinbase deactivated an account just as bitcoin prices jumped. Seems like more than a coincidence. I could not buy or sell and 4 days later still ca n't buy or sell. Terrible customer support. No way to contact them directly.
Company Response: Closed with explanation

Timely Response

2017-08-24

Other transaction problem

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

Complaint: I have an account with Coinbase, a cryptocurrency exchange company ( www.coinbase.com ). I use the account to buy the digital currency Bitcoin. On XX/XX/XXXX, my girlfriend deposited XXXX into my Coinbase account, using the XXXX transfer service. Unfortunately, since the sending bank account was in my girlfriend 's name and my Coinbase account is in my name, I received an email from Coinbase on XX/XX/XXXX informing me that they are unable to process my request and my transaction had been reversed. I was informed the funds would be returned to the sending bank account within 1-2 business days. On XX/XX/XXXX, I followed up with Coinbase support via email because I had still not received the funds. I received an automated reply confirming acknowledgement of this request for support. On XX/XX/XXXX I again sent a message to Coinbase support informing them that the funds had still not been returned to my girlfriends bank account. On XX/XX/XXXX I received an automated message from Coinbase. It is now XX/XX/XXXX ( 17 days after my girlfriend transferred XXXX to Coinbase and there is still no sign of the funds being returned and I have had no correspondence from anyone at Coinbase.
Company Response: Closed with explanation

Timely Response

2017-08-24

Saint Petersburg, FL

Getting a credit card

Credit card or prepaid card: General-purpose credit card or charge card

Card opened as result of identity theft or fraud
Company Response: Closed with explanation

Timely Response

2017-08-24

Boloxi, MS

Unauthorized transactions or other transaction problem

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

Complaint: XXXX XXXX I tried to transfer fnds from Coinbase vault to my personal vault and since then the transaction is waiting for approval. I have also been restricted from buying. I asked for support help on XXXX, XXXX, and the coinbase site and only got a XXXX reply from XXXX stating that they would look into it. I have sent XXXX messages to the support team and have had no reply for over 14 days. At this time I am still unable to access my account. Coinbase support is notoriuosly awful in response to thier customers is a fact I have discovered from trying to get help.
Company Response: Closed with explanation

Timely Response

2017-08-24

ID

Money was not available when promised

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

Complaint: The online company is called Coinbase.com. I sold my bitcoins onXX/XX/XXXX. That 's the date coinbase is showing as the transaction as complete. Coinbase promises 4-5 days for it to show up on my XXXX XXXX XXXX account. It 's nine days now and no response from Coinbase after I emailed them. My account name is XXXX Amount of money due : {$1900.00} Transaction reference number : XXXX Can yu help??
Company Response: Closed with explanation

Timely Response

2017-08-24

Patterson, MD

Other transaction problem

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

Company Response: Closed with explanation

Timely Response

2017-08-24

Tarzana, CA

Managing, opening, or closing your mobile wallet account

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

Complaint: In XX/XX/XXXX I deposited {$2500.00} cash via bank ACH to this company ( Coinbase ). They accepted my funds ( which are on deposit in their company ) but will not allow me to trade or withdraw {$2100.00} of my funds due to their automatic identity verification quiz, not being able to verify my identity. I 've emailed multiple times, each time getting a response saying essentially, " keep trying to use the automated system ''. I 've offered to send copies of any bills, bank accounts or any identity documents they would like, but they keep referring me to keep trying their automated system. There is no phone number for me to call or actual person for me to talk to. The most recent email reply from their company advised me that there is no other option than to go thru their automated identity verification system. Please assist, I 've been working on this since XX/XX/XXXX and every email reply says the same thing " keep trying our automated system. '' All I want to do is withdraw the money I deposited and close my Coinbase account. Thank you, XXXX XXXX
Company Response: Closed with explanation

Timely Response

2017-08-24

Money was not available when promised

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

Complaint: Hello, I sold my Bitcoins on Coinbase.com to my Coinbase XXXX. Then i started a withdrawal to my private Bank account. I did this several times before. Everytime it worked. But that time it did not work. i started the withdrawal on XXXX. It says the money is on my bank account on XXXX. Still now the withdrawal is pending. But the money is not on my bank account and the money is not on my coinbase account. i wrote several emails. i waited days now. but they dont do anything. I already called different managers of my bank in XXXX, but the money did not arrive till now. In my Coinbase account the status of the withdrawal is " pending ''. So Coinbase stole my money and dont answer my Emails. Please help me to get MY money back. Thank you very much. Best regards
Company Response: Closed with explanation

Timely Response

2017-08-23

Lk Buena Vis, FL

Money was not available when promised

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

Complaint: On XX/XX/XXXX I initiated a wire transfer for {$12000.00} from my XXXX account over to CoinBase ( a digital currency exchange ). This wire transfer still has not hit my account in CoinBase and I have no access to my funds. I have actually successfully wired funds from the same XXXX account to the same CoinBase account in the past but for some reason, this wire is being held up on the CoinBase side. I followed all of the instructions CoinBase provides. This is exactly what it states on the CoinBase ( XXXX ) page when setting up a wire transfer : " Bank wire transfers may be credited to your XXXX account on the same day if submitted by XXXX PT. Otherwise, funds will be available after one business day. '' My wire was submitted on XX/XX/XXXX at XXXX Est so it should have hit CoinBase the same day. I contacted XXXX and they show the transfer was completed on their side with no issues.I was provided this information from XXXX : Transaction number : XXXX and Fed reference number : XXXX As of XX/XX/XXXX at XXXX Est I still have no access to these funds. They are being held on the CoinBase side. I have tried to contact CoinBase numerous times. They have no phone number to call. On their website, the only option to contact them is by a web form. I have sent in a few requests on this web form. I have only received one generic response on XX/XX/XXXX that said this : " Thanks for contacting us, and sorry for the difficulty with your wire transfer. We are aware of an issue with incoming wires, and our engineers are working to resolve it as quickly as possible. We will follow up with you as soon as you we have an update. '' I have had no other responses from them. I have also sent them numerous private message on XXXX to their support department. They have not responded there either.
Company Response: Closed with explanation

Timely Response

2017-08-23

WV

Money was not available when promised

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

Complaint: On XXXX the XXXX I withdrew {$390.00} out of my Coinbase account to go into my XXXX XXXX XXXX bank account. Its now XXXX the XXXX and it still says my transfer is pending. I 've emailed support twice over the past two weeks for a transfer that should only take 2-5 days. And I 've gotten zero response of what is going on and why its taking so long. My accounts email is XXXXXXXXXXXX
Company Response: Closed with explanation

Timely Response

2017-08-23

Wallington, NJ

Other transaction problem

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

Company Response: Closed with explanation

Timely Response

2017-08-23

Money was not available when promised

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

Complaint: Hello, I have a XXXX XXXX XXXX withdrawal issue with coinbase.com. I initiated the withdrawal on XX/XX/XXXX. More than 3 weeks later, the payment is still pending ( see attached screenshot ). I contacted coinbase 's support - Case ID : XXXX - and received the following response on XX/XX/XXXX : " XXXX XX/XX/XXXX XXXX Thank you for contacting us about this. We have confirmed this to be an issue with our system and are working to resolve it as soon as possible. Your case has been recorded for review by an expert. Thank you for your patience in the meantime we will be in touch again as soon as we have an update. '' I replied multiple times asking for an update or estimated resolution time and got no answer since then. Please note that my coinbase account is fully verified and that past XXXX payments went through successfully. Thanks a lot for helping
Company Response: Closed with explanation

Timely Response

2017-08-23

Cocoa, FL

Fraud or scam

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

Company Response: Closed with explanation

Timely Response

2017-08-23

Money was not available when promised

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

Company Response: Closed with explanation

Timely Response

2017-08-23

Rncho Domingz, CA

Other transaction problem

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

Company Response: Closed with explanation

Timely Response

2017-08-22

Other service problem

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

Complaint: Hello, I was using XXXX constantly for sending/receiving XXXX. But because I visited XXXX XX/XX/XXXX-XX/XX/XXXX this year, my account was disabled because of sanctions between XXXX and US, I guess. I received an email which said I need to contact support team of Coinbase to enable my account, but I could n't reach them for the last 2 weeks. I am reaching you with the hope that you can help me enable my account, or at least help me get back those funds left in my account. Thanks
Company Response: Closed with explanation

Timely Response

2017-08-22

Hghlnds Ranch, CO

Other transaction problem

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

Company Response: Closed with explanation

Timely Response

2017-08-22

MD

Other transaction problem

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

Complaint: coinbase are asking for a sms code but my phone is not receiving a code since they updated my number but the wrong number was updated so i want it to be reupdate to the System as XXXX im only XXXX that 's why my account was shut down i want to acsess my fund to another adress please update the number i want to acsess to my bitcoins i left and they are not responding or helping in any way
Company Response: Closed with explanation

Timely Response

2017-08-22

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

2017-08-21

Money was not available when promised

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

Company Response: Closed with explanation

Timely Response

2017-08-21

Money was not available when promised

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

Complaint: I would not usually complain but enough is enough, this company needs to be held accountable for their actions. It is not the first time my money has been messed around with by this awful organisation. On this instance : XXXX XXXX from Coinbase : A withdrawal of XXXX ( + XXXX banking fee ) has been initiated. XXXX will arrive in your bank account by XXXX XXXX, XXXX. XXXX XXXX : still no money in my account. Numerous attempts to contact Coinbase 'Support ' have been in vain in the past, you just never receive a reply to your case ; if you do it is from a templated auto-response several days later. They do not have a telephone support option so you feel as though they are hiding from giving answers. They can not be allowed to continue operating in this manner, they have enormous funding and charge exorbitant fees, they can afford to hire a support team. Playing with peoples ' finances is not acceptable. Some examples of horrendous service can be shown in their ( heavily ignored/neglected ) community page : https : XXXX
Company Response: Closed with explanation

Timely Response

2017-08-21

Queens, NY

Other service problem

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

Complaint: My account was locked and I 've been emailing coinbase support for the past 2 months with no response from them. The last email was a week ago and no response as well.
Company Response: Closed with explanation

Timely Response