Coinbase, Inc

2018-02-16

Rollingstone, MN

Wrong amount charged or received

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

Complaint: They suddenly came back and re-charged me for all of my previous purchases on my debit card, resulting in being charged twice for every single one. Since XX/XX/XXXX, I have purchased exactly {$500.00} worth from Coinbase using my XXXX debit card. You will see in the screenshots, that I was charged a total of {$2000.00} within the past 2 days.
Company Response: Closed with explanation

Timely Response

2018-02-16

PA

Other transaction problem

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

Complaint: Woke up to an overdrawn bank account on the morning of XX/XX/XXXX. As it turns out Coinbase double charged my account {$1000.00} plus an {$8.00} ISA Fee late at night on XX/XX/XXXX. My last successful transaction was XX/XX/XXXX for {$1000.00}, which leads me to believe this is a double charge. This problem has affected numerous people internationally, and Coinbase support has been non-responsive. Last night they blamed XXXX for this issue while this morning XXXX has come out and said this issue is on Coinbase. It seems no one has had any succesful communication with Coinbase Support, and their social media accounts are only replying with cookie-cutter responses. I fear this may be a scam or hack.
Company Response: Closed with explanation

Timely Response

2018-02-16

Other transaction problem

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

Complaint: XX/XX/XXXX i sent XXXX ETH to a smart contract. On coinbase the status of the order was completed " successfully ". Few day after i check XXXX website i discover my transaction failed. I contacted the owner of the smart contract, he explained to me we can't send money to a smart contract with coinbase but my money is some where in the systeme and i have to contact coinbase to update my account. XX/XX/XXXX i opened a case to inform then, i need my private key to unlock my money. XX/XX/XXXX i received a content that " Thanks for reaching out. 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. Thank you for your patience '' Case # XXXX. Till today i have zero information about my case in the mean time i try to contact coinbase through tweeter but no response
Company Response: Closed with explanation

Timely Response

2018-02-16

NY

Unauthorized transactions or other transaction problem

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

Complaint: Coinbase charged me for a transaction from XX/XX/XXXX and XX/XX/XXXX twice. The charge from the XX/XX/XXXX was {$100.00} and the charge on the XX/XX/XXXX for {$100.00}. I realize this may be small amounts for some people but this is money I need for bills and food. Please assist as soon as possible. Thank you
Company Response: Closed with explanation

Timely Response

2018-02-16

Emmons, NY

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

2018-02-16

E Fairfield, VT

Other transaction problem

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

Company Response: Closed with explanation

Timely Response

2018-02-16

Aspen Hill, MD

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Company Response: Closed with explanation

Timely Response

2018-02-16

Bloomington, MN

Wrong amount charged or received

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

Complaint: I made a Coinbase purchase on XX/XX/XXXX for {$200.00} in BTC. My bank account was debited that value ( plus an unexpected {$2.00} ATM charge by Coinbase ) on XX/XX/XXXX. My bank account has been charged AGAIN for that amount ( {$200.00} ) on XX/XX/XXXX without my consent. I additionally purchased XXXX on XX/XX/XXXX ( {$110.00} ) & XX/XX/XXXX ( {$150.00} ). Those have not double charged but I expect them to due to the negligence on Coinbase 's part. I expect to be paid back my {$200.00} PLUS any additional costs that may be incurred against the XXXX purchases. Additionally, I expect to be compensated for the error. Coinbase is unresponsive in email and phone.
Company Response: Closed with explanation

Timely Response

2018-02-16

De Soto, IA

Fraud or scam

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

Complaint: On XX/XX/2018 Coinbase charged my account {$300.00}. I did not authorize this charge, in fact I have not logged into my Coinbase account since XX/XX/XXXX. There is no record of this transaction on my Coinbase account, and they never answer support calls or respond to emails. Coinbase is placing fraudulent charges on my debit card and is ignoring my attempts to resolve this issue with them directly. Additionally, they are blaming XXXX for this issue but XXXX has publicly said that the issue is not on their end.
Company Response: Closed with explanation

Timely Response

2018-02-16

Shulerville, SC

Unauthorized transactions or other transaction problem

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

Complaint: I'm sure your getting tons of these but please see the attachment as they are double charges by Coinbase : I made 3 purchase betweenXX/XX/XXXX-XX/XX/XXXX and was charge for those at that time but received those same charges today again for the same amounts causing my account to be over drafted. see attached for charges.
Company Response: Closed with explanation

Timely Response

2018-02-16

Alamo Heights, TX

Other transaction problem

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

Company Response: Closed with explanation

Timely Response

2018-02-16

Prescott Valley, AZ

Problem caused by your funds being low

Checking or savings account: Checking account

Non-sufficient funds and associated fees
Company Response: Closed with explanation

Timely Response

2018-02-16

Spokane, WA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: Hello, The company Coinbase has charged me 3 times for two purchases. They removed one set of unauthorized charges. After a week they charged me again for the same prices. This company needs to be investigated for fraud. I've tried submitting a ticket to their website but they do not respond for days at a time. I'm not the only person having this issue. I've attached two photos of the charges. One was for the XX/XX/XXXX and the newest as of today XX/XX/XXXX.
Company Response: Closed with explanation

Timely Response

2018-02-16

San Francisco, CA

Unexpected or other fees

Money transfer, virtual currency, or money service: Debt settlement

Complaint: Receiving multiple charges I did not authorize from this company. They are re-charging my card multiple times. Unable to pay bills now and etc. I removed my accounts from their website and I still received the charges. On XX/XX/XXXX a {$510.00} charge I did not authorize from this company. On XX/XX/XXXX a {$200.00} charge I did not authorize from this company. Again, I did not authorize these charges. I am not alone in this matter.
Company Response: Closed with explanation

Timely Response

2018-02-16

Three Bridges, NJ

Other service problem

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

Complaint: On XX/XX/2018 I was unable to access my XXXX exchange account. XXXX is a widely used cryptocurrency exchange in the USA and if FDIC insured. XXXX 's parent company is XXXX. On XX/XX/2018 I got the error message " An error occurred. Please contact XXXX support '' after trying to log into the exchange. After this, I called the XXXX support line : XXXX ( XXXX ) XXXX. I spoke to a representative and was told there's some kind of security flag on my account. They gave me a case number and said a " specialist '' will need to look into it.I got no specific timeframe in which I could access the exchange again or any reasoning as to why I can't access my funds. I have a large sum of assets on XXXX that I can't access. I can't wait for days or weeks for this to be resolved as I have bills to pay and I was planning to sell some of my assets on the exchange as I have attained a substantial return on my investments, mainly from the ethereum asset. Reading other stories like this it seems the resolution time for things like this can take weeks or even months. I've been a loyal Coinbase customer for over 2 years and never had this problem. I'm really worried and I'm having trouble focusing at work as I have a large sum of my net worth tied to the exchange. I want access to XXXX so I can move my coins to a secure wallet and have them in my possession. I've attached attachments of my transaction history to XXXX, as well as the email exchange with XXXX and the error message I am receiving. And also an XXXX spreadsheet detailing my ethereum transactions on Coinbase.
Company Response: Closed with explanation

Timely Response

2018-02-16

FL

Money was not available when promised

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

Complaint: On FridayXX/XX/XXXX we requested XXXX to send a wire transfer to Coinbase, Inc. Wire was sent by XXXX on Monday XX/XX/XXXXwith following details : Wire transfer federal reference nbr : XXXX Amount Sent : {$77000.00} On XX/XX/ We received an email from Coinbase , Inc saying the wire was being reversed and if we don't receive the funds back in three business days we were to contact them on their wire support email. Since then we have opened three support cases with them and emailed the wire support several times, but we have not seen any effort on their part to return our funds or credit it to our account at Coinbase. We have received response to some of those emails saying they are working on the issue, but it has been 25 days since the wire was sent to them and 24 days since we received the email from coinbase saying our wire was being reversed. But we don't see much effort to resolve the issue. The funds sent to coinbase were from liquidating my wife 's IRA and as such represent a large portion our life savings. Both me and wife are over 50 and don't have many years left till our retirement. We simply do not have the time ( number of years ) or the physical capacity to build up another nest egg. We have made the same appeal to Coinbase, but they don't even respond. Any help you can provide in recovering our funds will be highly appreciated. Thank you,
Company Response: Closed with explanation

Timely Response

2018-02-16

Sacramento, CA

Problem with a purchase shown on your statement

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

Card was charged for something you did not purchase with the card
Complaint: Coinbase processed charges to my account. These charges are UNAUTHORIZED. These unauthorized charges were posted on XX/XX/XXXX. Coinbase even admits to this, too. Please see attached images. Today, on XX/XX/XXXX, I called them and wrote them. They did not respond, nor answer me.
Company Response: Closed with explanation

Timely Response

2018-02-16

Hinsdale, IL

Other transaction problem

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

Company Response: Closed with explanation

Timely Response

2018-02-16

Belle Isle, FL

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Company Response: Closed with explanation

Timely Response

2018-02-15

Watkins, CO

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: I woke up today ( XX/XX/XXXX ) and noticed I had been double charged and triple charged on ( XX/XX/XXXX ) for a previous purchase this month from " Coinbase '' the digital currency exchange. XXXX, XXXX, XXXX, XXXX - Totaling XXXX I've e-mailed Coinbase 3 times and gotten generic responses and couldn't get anyone on the phone. My bank acct is in the negative now and I'm fearful I will incur some overdraft fees because of this. Thank you
Company Response: Closed with explanation

Timely Response

2018-02-15

Brentwood, TN

Other transaction problem

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

Complaint: I have been trying to move funds ( specifically, LTC ) from my Coinbase LTC Vault to my LTC wallet. However, I have lost access to my secondary approval email ( two separate emails need to be confirmed in order to approve the transaction ) and contacted Coinbase support to see if there was any way I could move the funds by some other means. After several email exchanges with their automated system, they stated a solution of : " Instead, we can move the funds from your vault into your wallet and delete the old vault. This will enable you to create a new vault and move your funds back into it. I have just forwarded your case to our subject matter experts who can help. They will get back to you shortly. '' This was on XX/XX/XXXX. As of today ( XX/XX/XXXX ) I have not received any feedback or assistance from anyone on the Coinbase team.
Company Response: Closed with explanation

Timely Response

2018-02-15

Problem with a purchase shown on your statement

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

Card was charged for something you did not purchase with the card
Complaint: XX/XX/XXXX I made a {$100.00} purchase from Coinbase.com They debited my card {$100.00}, then hours later another {$100.00}, which was unauthorized. Then last night XX/XX/XXXX another {$100.00} was removed from my card, I did not authorize this transaction. The incident on the XXXX caused three missed payments and an NSF fee from my bank of {$140.00}. I have canceled my credit card for fear of another unauthorized purchase. I contacted coinbase with multiple case numbers XXXX XXXX + XXXX + XXXX, and today for the {$100.00} case number XXXX. I have made 3 phonecalls to their support, but all they do is write up an email and send it to another level of email support, whomhave not contacted me back.
Company Response: Closed with explanation

Timely Response

2018-02-15

San Francisco, CA

Other transaction problem

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

Complaint: There were three unauthorized transactions from XXXX, each at {$100.00}. This occurred XX/XX/2018. I filed a complaint and have not received any additional information.
Company Response: Closed with explanation

Timely Response

2018-02-15

OH

Managing, opening, or closing your mobile wallet account

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

Complaint: Coinbase - GDAX. On XX/XX/XXXX I initiated a trade on the platform which I have been an active user of since XX/XX/XXXX. When I tried to make a trade I received a notice saying that transactions have been XXXX. My account froze and I am no longer able to access it at all. I called customer support and was told that they don't know why, they are Coinbase support and not XXXX but they would escalate it and email me the phone number of XXXX support. The email I received reads as follows : Case # XXXX Hello, and thanks for reaching out. Ive taken a look at your account and it appears that you are not currently eligible to create a purchase order. This restriction may have been applied in error. Ive just escalated your case to our subject experts who will be completing a review of your purchasing eligibility shortly. You will receive a notification email if were able to restore your purchasing ability. Please note that while these reviews are typically completed within XXXX business days, it can sometimes take longer depending on our current case volume. For security reasons, Coinbase can not guarantee eligibility for every account. If your account has experienced chargebacks in the past this, as an example, can impact your eligibility. Thank you for your patience and understanding as we complete this review. This morning XX/XX/XXXX - I called support again and was told they had no answer. As of now - I have no access to the funds in my wallet- ( {$12000.00} ) and I can not get an answer from anyone as to why - when I did nothing out of the ordinary to trigger this activity.
Company Response: Closed with explanation

Timely Response

2018-02-15

Santa Ysabel, CA

Money was not available when promised

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

Complaint: I purchased Bitcoin through Coinbase almost 5 years ago. When I log on to my same Coinbase account during the past two weeks, I am not permitted to sell ANY portion of the amount shown, an amount I have held since that original purchase! So far, the only thing Coinbase has done, a week ago, is suggest I clear Browser History which I did while on the phone with Coinbase. I have a XXXX XXXX XXXX in programming and am familiar debugging computer code. On my own during this time I tried disabling virus protection, using othe PC browers and XXXX, and made other attempts. After over a week of both emails and phone calls to Coinbase ( XXXX ), the latest with a programming supervisor named XXXX, they have not been able to resolve this so called 'TECHNICAL ISSUE '. Coinbase 's ACTIONS has now caused a monetary loss and I intend to retain legal action while diligently publicizing the case.
Company Response: Closed with explanation

Timely Response