Coinbase, Inc

2018-02-14

Other transaction problem

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

Complaint: On XXXX the XXXX I tried to move from my wallet into a exchanger and it said 72 hours waiting time. Somehow i thought maybe the vault will be faster ( XXXX me ) I havent used the Coinbase account for more than 3 years and my secondary e-mail address doesn't work anymore. Tried it and it bounced. I contacted support via the phone number listed on there XXXX Waited for 50+ mins calling from the XXXX.. Got someone on the line and they said they moved my case to another expert team for this and they would move my coins back to my wallet and they would delete my vault. Now more than a month later no answer what so ever.. the reply on my ticket says " I have just forwarded your case to our subject matter experts who can help. They will get back to you shortly. '' Define shortly ... Not happy about this!
Company Response: Closed with explanation

Timely Response

2018-02-14

Chicago, IL

Unauthorized transactions or other transaction problem

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

Complaint: I have been using Coinbase for 7-8 months now, and have had no issues. In XXXX, I wanted to withdraw my funds from the " Vaults '' that I had created in Coinbase. I have about {$3000.00} worth of digital currencies sitting in Coinbase and I felt like it was a good time to take the funds out of a public exchange. However, I realized that I don't have access to the secondary email account that I needed to use in order to confirm the withdrawal. I have opened multiple support cases, and the last time I heard back on XX/XX/XXXX ( writing this on XX/XX/ ) I was told that a specialist was on the case and that I'd hear back soon. They have since stopped responding to support emails and their phone support never seems to be able to answer the phone. I saw on XXXX that this was a good place to turn as a last resort. Main support case is Case # XXXX but I have also opened Case # XXXX
Company Response: Closed with explanation

Timely Response

2018-02-14

MO

Fraud or scam

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

Complaint: Money wire deposit not received. I sent a wire deposit to Coinbase in the amount of {$26000.00} on XX/XX/XXXX, It is now XX/XX/XXXX. They state on their website that money wires typically take 1-2 days. This fiasco cost me {$94000.00} and counting on just one investment. I am utterly disgusted with them and they make me wan na XXXX every single day. If they cant handle to take on extra business then they should not allow new customers until they get properly staffed. I absolutely hate incompetence. It wasnt till after I read all the other complaints on XXXX about customers with the same issue before I realized I had a real, and even more serious problem. Some customers havent received their money going on two months! Im hearing rumors that Coinbase is a Ponzi scheme, that they are borrowing our money as long as they can interest free, etc. Im going with fraud/scam though because I havent received it as promised. People involved are XXXX XXXX and Coinbase. XXXX XXXX confirmed that Coinbase received the wire, but when I call Coinbase they tell me they have no record of it. I also have no record of any pending transaction on coinbase. So either XXXX XXXX blatantly lied, Coinbase has it but dont want to release it to me, or XXXX has it. Thats for you guys to figure out. In this case I really hope XXXX has it because I heard if you give, you shall receive 10 fold. That would give me my losses back and some. My next step is to file a complaint with the BBB and FBI. If you suggest any other avenues of approach please let me know.
Company Response: Closed with explanation

Timely Response

2018-02-14

Beyersville, TX

Other transaction problem

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

Company Response: Closed with explanation

Timely Response

2018-02-14

Money was not available when promised

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

Company Response: Closed with explanation

Timely Response

2018-02-14

Auburn Hills, MI

Wrong amount charged or received

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

Company Response: Closed with explanation

Timely Response

2018-02-14

New Britain, CT

Unauthorized transactions or other transaction problem

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

Company Response: Closed with explanation

Timely Response

2018-02-14

Silver Spring, MD

Other service problem

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

Complaint: On XX/XX/2018 Coinbase.com locked my account with no warning and has not provided any service in helping me access my funds. I have taken a serious financial loss as a result of their ( non ) actions. I received an automated email that the name on my bank account does not match the name on my driver 's license, which is simply not true. I've tried upwards of 5 times to contact Coinbase and have this issue resolved but I can't even get a response to an email from them. Phone representatives refuse to provide an estimate of how long it will take them to fix my problem. Again, this is a 30 second fix to verify that my name on my bank account matches the ID I have provided them. I'm taking serious financial loss from their lack of any support at all, and I desperately need your help. Thank you.
Company Response: Closed with explanation

Timely Response

2018-02-14

Livonia, MI

Money was not available when promised

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

Company Response: Closed with explanation

Timely Response

2018-02-14

Money was not available when promised

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

Complaint: Concerning Coinbase, headquartered in XXXX XXXX, California. International payment, value XXXX GPB, or XXXX EUR, made XX/XX/XXXX. No payment received into my online trading account. Escalated XX/XX/XXXX on the online support form. Confirmed shortly thereafter by phone that payment had been received but they were ascertaining whether this payment could be forwarded to my Coinbase trading account or refunded. As of XX/XX/XXXX, over three months later, after repeated phone calls with no information offered, and repeated emails each time an automated response, I'm escalating the problem with the CFPB.
Company Response: Closed with explanation

Timely Response

2018-02-14

NE

Money was not available when promised

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

Complaint: I have attempted multiple times to reach out to the company Coinbase. the first attempt on XX/XX/XXXX, then again on XX/XX/XXXX, and finally again on XX/XX/XXXX regarding the death of my father and his bitcoin account. I explained to them I don't know the passwords to the account only email associated with account. I have been trying customer support and no one has answers on the phone and keep saying a specialist will get to me yet never does.
Company Response: Closed with explanation

Timely Response

2018-02-14

Queens, NY

Money was not available when promised

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

Complaint: I've sent a wire transfer to their bank ( XXXX XXXX XXXX ) in NY coming from XXXX NY last XX/XX/2017 to fund my Coinbase account. I followed all the instruction stated in Coinbase website how to deposit through wire transfer. My bank has confirmed that XXXX XXXX XXXX has XXXX the {$5000.00} wire transfer.. I opened a file with case ID # XXXX dated XX/XX/2017. I tried to contact their customer support numerous time on phone, email, XXXX, XXXX & internal messaging, but no response whatsoever. It's been over 2 months now & I missed so many buying opportunities in cryptocurrency trading. Please help me get my money back to my XXXX account or deposit to my XXXX account. Thank you very much. XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-02-14

MA

Unauthorized transactions or other transaction problem

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

Complaint: I sold XXXX XXXX of XXXX through XXXX on XX/XX/2018. The estimated payout was XX/XX/2018. I still have not received my money. Have called numerous times sent emails nothing. All they say is they are investigating it and have put is a high priority to a specialist. They are not giving me any reason why I haven't gotten my money back. This is the first time I have sold this and worried it is a scam and not going to get my money back. As far as I'm concerned that have stolen my money.
Company Response: Closed with explanation

Timely Response

2018-02-14

Money was not available when promised

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

Complaint: My residence is in XXXX, an approved country for CoinBase users. I have been a CoinBase user since mid-XXXX, always satisfied with the service, transacting mostly between LTC, BTC and EUR as an amateur trader. I verified my account with passport, bank account in my name for XXXX transfers, and provided proof of residence. Over XXXX XXXX I visited XXXX, where I tried to access the website, not aware this was against CB 's terms of service. As a result, my account was locked and I was asked to provide extra materials to confirm my residency was not in XXXX. I complied, providing copy of passports, proof of residence with bank statements, even including a confirmation of my hotel in XXXX. It has been almost over 2 months since I've had access to my account and funds. I have since been in touch with their customer service reps, who were very friendly and escalated my case 'to the highest priority level ', but nothing has happened to resolve the issue. All I get is automated responses via email. I have in excess of USD XXXX, - in my account and want to regain access to my funds. CoinBase is not responding to my efforts to resolve the issue, I've offered all the documentation they asked for and more, and I've been emailing and calling. My account is still restricted and there is no outlook for any resolution. All I can do is call, get the same response, and I'm discouraged from making new tickets to call attention to my funds being held hostage.
Company Response: Closed with explanation

Timely Response

2018-02-14

Austin, TX

Other transaction problem

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

Complaint: On XX/XX/XXXX I withdrew {$3100.00} to be sent from my Coinbase Account to my XXXX XXXX account. The estimated payment date ( given to me by Coinbase ) was XX/XX/XXXX. These funds, as of today XX/XX/XXXX, have yet to be transferred to my XXXX XXXX account. Below is a timeline of the events that have occurred so far. XX/XX/XXXX : I filed a case with Coinbase to notify them that the funds still had not been transferred. XX/XX/XXXX : I receive an email from Coinbase that outbound wires could be delayed up to 5 days, and to try to give Coinbase as much details as possible about the case so that they could resolve issues in a more timely manner. I updated my case with as much information as possible. XX/XX/XXXX : I called Coinbase support and talk with XXXX, and they assured me they were working on all the cases as quickly as possible and there was nothing more that could be done to expedite the payment. After the phone call I received an email from XXXX confirming that Coinbase was working to get the case resolved. XX/XX/XXXX : I receive an email Coinbase that they had processed all the delayed outgoing wires and that they would mark my case as resolved, and if the funds had not yet been received that I should receive them within two days. I still had yet to receive the money. I have successfully transferred money between my XXXX XXXX account and Coinbase before, and my account has a verified photo ID so it is not possible that issues there caused the delay in payment. XX/XX/XXXX : I call Coinbase to follow up on email from XX/XX/XXXX and XXXX assures me that everything is being done as fast as possible to get he funds transferred, and that the case was properly escalated, meaning that I had to just keep waiting on Coinbase to get things right on their end. I receive a follow up email after this phone call to confirm. XX/XX/XXXX : I call Coinbase again, nothing has happened. I receive an email confirming that no case submitted after mine ( on XX/XX/XXXX ) will be resolved before mine. I find that hard to believe seeing that there was an email sent on XX/XX/XXXX said all these types of cases had been resolved. I am assured that everything is being done to get my payment transferred. XX/XX/XXXX : I call Coinbase Support again and speak with XXXX. XXXX informs me that my case had only been escalated to a level 8 ( prior to this I had been told tat my case was escalated as high as possible, and did not know there was a level system ) and she was going to move it to a 10 due to it being over a month since I was supposed to receive the funds. She sends me an email address that I can follow up with her personally on since the case was taking so long. XX/XX/XXXX : I email XXXX to see if she had heard anything back. No response. XX/XX/XXXX : I email XXXX to see if she had heard anything back. No response. XX/XX/XXXX : I email XXXX to see if she had heard anything back. She responds on XX/XX/XXXX saying that the case was still escalated. XX/XX/XXXX : I email XXXX to see if she had heard anything back. No response. XX/XX/XXXX : I email XXXX to see if she had heard anything back. No response. As of today, XX/XX/XXXX at XXXX CT I have still not received this wire transfer into my XXXX XXXX account.
Company Response: Closed with explanation

Timely Response

2018-02-14

Phila, PA

Other transaction problem

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

Company Response: Closed with explanation

Timely Response

2018-02-14

El Paso, TX

Other transaction problem

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

Company Response: Closed with explanation

Timely Response

2018-02-14

Taylors, SC

Other transaction problem

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

Company Response: Closed with explanation

Timely Response

2018-02-13

Ocklawaha, FL

Other transaction problem

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

Complaint: On XX/XX/ I initiated a transfer from my Coinbase vault to my Coinbase wallet. The transfer is still pending I didn't worry too much about it.I had money to spend in my wallet and I have generally been very happy with the services they provide. On XX/XX/XXXX I called their customer service number. The person who answered only took information and was unable to assist me herself. She documented my problem and assured me an 'expert ' would e-mail me back. It has been over two weeks and I not received any response. The amount was XXXX which is probably about {$6000.00} today. I'm not real happy. I have since seen a video of someone who had this problem and it was because he didn't confirm the transfer in both emails. I only have one e-mail to confirm in my inbox. It is possible that if they sent me two back to back with the same title, that I deleted what I thought was a redundant copy. In either case My money doesn't show in either location. It is in limbo and I feel held hostage as I am getting no assistance in resolving this issue. Thank you for your help.
Company Response: Closed with explanation

Timely Response

2018-02-13

Oxford, GA

Money was not available when promised

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

Complaint: I sent XXXX USD to Coinbase via a wire transfer on XX/XX/XXXX. I have not received it not has it been returned. I have opened tickets and called them, but they have given me the run around. This is scam behavior.
Company Response: Closed with explanation

Timely Response

2018-02-13

Itasca, IL

Other transaction problem

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

Complaint: Coinbase locked me out of my account. They withdrew XXXX Bitcoin Cash and {$170.00} usd from my coin base account without authorization. In there defense I owe them XXXX, because a transaction didnt go through. I just need to access my account transfer my coin to fiat to pay them off. Problem I have is that I paid XXXX for my coin of bitcoin cash and they exchanged it for me at XXXX. Im up on all my other coin, this is not what I would exchange. If they just contacted me telling me I needed to pay them by XXXX everything would of been converted and theyd have there money. They didnt contact me and just locked me out. Case # XXXX
Company Response: Closed with explanation

Timely Response

2018-02-13

San Francisco, CA

Other service problem

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

Company Response: Closed with explanation

Timely Response

2018-02-13

San Gabriel, CA

Money was not available when promised

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

Company Response: Closed with explanation

Timely Response

2018-02-13

Lb, CA

Money was not available when promised

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

Complaint: XX/XX/XXXX : Wired {$4000.00} to Coinbase , Inc . XX/XX/XXXX-XX/XX/XXXX : Communication with XXXX XXXX. They confirmed wire transfer clearing. XX/XX/XXXX: Opened Ticket on Coinbase 's system.
Company Response: Closed with explanation

Timely Response

2018-02-13

Thousand Oaks, CA

Fraud or scam

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

Company Response: Closed with explanation

Timely Response