Coinbase, Inc

2018-01-22

South Florida, FL

Money was not available when promised

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

Complaint: I withdrew exactly XXXX from Coinbase on XX/XX/XXXX ( XXXX ) which on the Coinbase account shows Completed transaction but I never received the funds to this date XX/XX/XXXX to my bank account. I think what happened was that on the Coinbase account even after verifying with my new Passport and the Bank Account it did n't change the name on account to my name. We first opened it with my mom but since the names on the Coinbase and my Bank Account has to match that 's why I verified again and with no name change turns out. I know the name on Coinbase account and Bank Account has to match in order for the withdrawal to complete but now I 'm in a position where before withdrawing I tried to change the name by re verifying and thought it did it but it did not have been trying to contact the Coinbase support now for weeks but with no answers at all & the transaction on Coinbase account shows Completed for me but no money on bank account. Now for a while I 've had my full name there it 's just the support is n't contacting at all!! Case # XXXX Withdrawal reference - XXXX
Company Response: Closed with explanation

Timely Response

2018-01-22

UT

Money was not available when promised

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

Complaint: Bank wire deposit on XXXX-XXXX-17 and the money was never a credited to my account on coinbase I 've numerously emailed support and they 've never responded except for automated emails and it 's been over a month call the bank in XXXX XXXX XXXX a week after the bank wire deposit and they confirm that the money was deposited in New York but yet coinbase will not credit my account as far as I 'm concerned it 's wire fraud the amount of the bank wire deposit is XXXX
Company Response: Closed with explanation

Timely Response

2018-01-22

Confusing or missing disclosures

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

Company Response: Closed with explanation

Timely Response

2018-01-22

Problem adding money

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

Complaint: Hello Sir, I hope this mail will find you the best of health. I am a XXXX citizen and residing in XXXX. Actually, i had transacted some crypto currency of amount almost XXXX ( Above XXXX $ ) Bitcoins to mistakenly generated bitcoin cash address. The Receiving Wallet Address generated by me was of Bitcoin Cash ( XXXX ), But the amount transferred was Bitcoin ( XXXX ) by the sender. Funds was transferred from XXXX to Coinbase channel. So, the sender sent XXXX to XXXX wallet address, which was generated by me. My amount is blocked at Coinbase end because XXXX showing XXXX confirmations of my transaction. I had mailed the Coinbase support team and explain them about my issue. But Coinbase team didnt bother to respond to my mails even the Lapse of 30 days. Further, I had also tried to explain them through call about the entire issue, but they did n't resolve my issue after the lapse of considerable time. Therefore, I am complaining through this channel to take action against XXXX to redress the grievances and issues of a lot of people, whose amount is blocked at coinbase 's end. Additional Information : Company Name : XXXX My Email : XXXXXXXXXXXX Transaction Hash : XXXX Receiving Wallet address ( BCH ) : XXXX Transaction Date and Time : XX/XX/XXXX, Between XXXX Transferred amount : XXXX XXXX Coinbase Physical Address : XXXX XXXX XXXX # XXXX, XXXX XXXX XXXX CA XXXX
Company Response: Closed with explanation

Timely Response

2018-01-22

Long Beach, CA

Other transaction problem

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

Complaint: On XX/XX/XXXX, I submitted a bank wire executed by XXXX XXXX XXXX XXXX. The Beneficiary Bank is the XXXX XXXX XXXX. The beneficiary is Coinbase , Inc . The amount of the wire is XXXX dollars. On XX/XX/XXXX I received an email from Coinbase that my bank wire to Coinbase was rejected due to a mismatch in names. The email also specified that I was to receive a reverse bank wire within 7 business days, yet I have n't received the wire back to my account and it has been over a month now. It 's very disappointing that XX/XX/XXXX /Coinbase would take such a long time processing the reverse bank wire especially when the money is tide up and unable to be utilize. My Coinbase/XX/XX/XXXX account is XXXX. The case number is XXXX.
Company Response: Closed with explanation

Timely Response

2018-01-22

Kansas City, KS

Confusing or missing disclosures

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

Complaint: I am trying to link my XXXX XXXX account to my Coinbase account for use, XXXXis blocking that request. Please advise.
Company Response: Closed with explanation

Timely Response

2018-01-22

Jupiter, FL

Managing, opening, or closing your mobile wallet account

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

Complaint: Hello, I have been using Coinbase for the past 2 months. I was able to buy, sell and move digital currency without issues. Suddenly they start to ask for additional information and now they are withholding around USD XXXX of my money on the USD wallet. I can not transfer to my bank account, can not buy cryptocurrency, essentialy I have no access to the money. Ive created a case with them # XXXX on XX/XX/XXXX and no response. The customer support is awful.
Company Response: Closed with explanation

Timely Response

2018-01-22

MA

Managing, opening, or closing your mobile wallet account

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

Complaint: I 've had an account on Coinbase / XXXX for about a year now. 83 days ago, they restricted access to my account. Locking in it XXXX Litecoin ( cryptocurrency ). I submitted a help ticket to Coinbase and XXXX immediately after receiving the notice. Its now been almost 3 months of back and forth emails ( mostly automated responses ), without any ability to tell me why my account is restricted. Responses can take typically more than a week to receive from them. It has been 2 weeks since the last response. I 'm not sure what else I can do.
Company Response: Closed with explanation

Timely Response

2018-01-22

Austin, TX

Other service problem

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

Company Response: Closed with explanation

Timely Response

2018-01-21

Other transaction problem

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

Complaint: Problem : I am not receiving the Secondary Verification Email so am unable to move coins to wallet. The Coinbase system requires verification via 2 emails before it allows removal of coins from XXXX XXXX to XXXX XXXX. At moment I have 2+ XXXX stuck in the vault and XXXX of XXXX also stuck in a vault. Narrative XX/XX/XXXX I set up a XXXX and XXXX vault verified using the Secondary email address. XX/XX/XXXX as a test I transferred some XXXX in the vault and back out again where the Secondary Verification Email was sent to the address in question and used for verification. Assuming all was working fine I then transferred all my XXXX holding from Wallet to vault. XX/XX/XXXX I attempted to make a withdrawal out of the XXXX vault to my Coinbase wallet as I wanted to make a transaction.XX/XX/XXXX I hadnt received the Secondary Verification email, so I assumed the system was busy, so I cancelled the transfer. XX/XX/XXXX I tried to make 2 withdrawals but again had the same issue. Not receiving Secondary Verification email to enable me to verify transfer. XX/XX/XXXXI contacted Coinbase support via email and received an initial automated response giving general advice on the vault service and then a follow-up mail from Coinbase re-iterating the advice in the automated emails. I responded that the advice wasnt addressing my issue regarding not receiving the Secondary Verification Email. I try to telephone Coinbase base but give up after holding for 27 minutes XX/XX/XXXX Receive response from Coinbase saying it maybe a spam issue and to add Coinbase to safe senders XX/XX/XXXX. I added Coinbase to safe senders as requested and try to withdraw again. I still do not receive the Secondary Verification Email. I email Coinbase support telling them I still am not receiving the Secondary Email 1XX/XX/XXXX Coinbase support responds asking me to check my spam folders. I respond saying I have checked and my spam folders are empty ( I send screengrab to show this ). I request we move on beyond the Spam. I call Coinbase support and explain it is not spam issue as I receive some types of email on the Secondary Email address ( receive new device confirmation, but not Secondary Verification emails or Reports ) they say they will request a specialist to look into it and get back to me. Coinbase send me a generic working with specialist to address email in response to telephone call. Tried XXXX withdrawal. Do not receive Secondary Verification email for this other vault either. So now can not withdraw from XXXX vault either ( Initially, this had worked, I previously received Secondary Verification email, now it doesnt work anymore ) XX/XX/XXXX Coinbase support responds to email thread that they are working with a specialist to resolved this and will follow-up as soon as they have an update XX/XX/XXXX I havent heard anything back from Coinbase Support, so I request an update via email XX/XX/XXXX Coinbase support responds with generic support volume and Vault information. I respond re-iterating that I am not receiving the Secondary Verification Email and attach correspondence to that date and telling Coinbase if not resolved by XX/XX/XXXX. I will make a formal complaint Coinbase respond that they will forward my case to a Subject Matter Expert who will get back to me shortly.XX/XX/XXXX Try more withdrawal attempts. Still not receiving Secondary Verification Email for XXXX or XXXX vault.XX/XX/XXXX Still awaiting Coinbase to contact me and resolve.
Company Response: Closed with explanation

Timely Response

2018-01-21

Irvine, CA

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

2018-01-21

IA

Money was not available when promised

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

Complaint: I tried to put 1000 XXXX dollars in a crypto currency company called coinbase. They said that my money would come in three days. But I waited a month and I still havent gotten my money.But they just took the money from my account and have yet to give me my money on my basecoin account. So I went to the bank and somehow they thought that I was hacked so they went to the criminal department and they said that the money was correctly charged from my account. So I went on XXXX and found out I was the only one with my problem. They gave me a phone number to call but there was no one on they other end and I was on hold for one hour, then I finally hanged up. I even tried to file a complaint to their website on the complaint section and I have waited for over two weeks for an answer and I got none even though I supplied them with all the information needed.
Company Response: Closed with explanation

Timely Response

2018-01-21

Las Vegas, NV

Money was not available when promised

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

Complaint: On XX/XX/2017, I wired {$10000.00} to Coinbase from my XXXX XXXX XXXX business account. A couple of days later, I received an email from Coinbase saying my fund was reversed due to name mismatch. Now It has been about 40 days, I never received my money back. I tried to contact Coinbase thru phone call and email, but NEVER got replied. I checked on XXXX and found hundreds of people having the exact same issue just like me. I believe it is absolutely illegal for a company holding hundreds of thousands customers ' money for such long time. And Coinbase they never reply your inquiries. That 's why I 'm filing a claim here trying to get help. Thanks.
Company Response: Closed with explanation

Timely Response

2018-01-21

PA

Unauthorized transactions or other transaction problem

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

Complaint: Funds were taken out of two of my checking accounts. One account {$900.00} was taken. The other account {$300.00} was taken. Funds were deposited into Coinbase without permission. Funds wrrethen transferred to an unknown address.
Company Response: Closed with explanation

Timely Response

2018-01-21

Chicago, IL

Other transaction problem

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

Complaint: Coinbase, a bitcoin exchange, charged my card 5 times for a total of {$410.00}. These were unauthorized transactions that happened over a month ago. Every time i reach out to them they said they can not issue a refund and dont know where my money went. Ive contacted them over and over again.
Company Response: Closed with explanation

Timely Response

2018-01-21

Other transaction problem

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

Company Response: Closed with explanation

Timely Response

2018-01-21

Chicago, IL

Other transaction problem

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

Company Response: Closed with explanation

Timely Response

2018-01-21

Other transaction problem

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

Complaint: On XX/XX/XXXX I transferred XXXX euro to my Coinbase wallet. On XX/XX/XXXX I received a message that my deposit would be reversed, because " the name of the bank account does not match the name entered on the Coinbase account ''. Coinbase claimed the funds would be returned to the sending bank within 1-2 business days. By XX/XX/XXXX the money still had n't arrived at my bank account, so I filed a support ticket, asking when the XXXX euro would arrive. I only received a auto-reply from support. On XX/XX/XXXX the money still had n't arrived, so I called their support number and I talked to a support employee called XXXX. I shared with him multiple screenshots as proof of the situation. He told me he was unable to resolve the problem and that my ticket would be escalated to a specialist. They would follow-up with me, as soon as they had an update. Support ticket numbers are # XXXX and # XXXX On XX/XX/XXXX I responded to the ticket, asking for a status update, but still have n't heard back from them and the money still has not arrived.
Company Response: Closed with explanation

Timely Response

2018-01-21

Farmer Market, CA

Other transaction problem

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

Company Response: Closed with explanation

Timely Response

2018-01-20

Jupiter, FL

Managing, opening, or closing your mobile wallet account

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

Complaint: I purchased bitcoin ( {$500.00} ) on XX/XX/XXXX and sold it ( {$440.00} ) on XX/XX/XXXX. The funds did appear in my Wallet, but the funds never went back to my bank ( XXXX XXXX ). Coinbase Co. already had my bank and account number on file, so they should have been able to electronically move the money into my bank account. They make it almost impossible to get money back. Can you help? Thanks. XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-01-20

Other transaction problem

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

Complaint: In summary, I have made a EUR withdrawal from Coinbase to an Irish bank account on XX/XX/XXXX and another withdrawal on XX/XX/XXXX. As at XX/XX/XXXX nothing has been received yet despite the transactions have a status of 'completed ' on Coinbase. On XX/XX/XXXX at XXXX GMT, I initiated a withdrawal of XXXX ( + XXXX banking fee ) from my Coinbase.com EUR Wallet. I was emailed by Coinbase stating that XXXX will arrive in my bank account by XX/XX/XXXX. The withdrawal reference is XXXX. On XX/XX/XXXX at XXXX GMT, I initiated a withdrawal of XXXX ( + XXXX banking fee ) from my EUR Wallet. I was emailed by Coinbase stating that XXXX will arrive in your bank account by XX/XX/XXXX. The withdrawal reference is XXXX. I have submitted two support tickets with all relevant details and screenshots. The case numbers are # XXXX and # XXXX. I have not received any direct response other than automated emails from Coinbase listing generic FAQ and support links. Please see their responses to date below. XXXX XX/XX/XXXX Hello there, I hope this email will finds you well. First of all I would like to express my profound gratitude for the patience of allowing us to work with you. I personally want to inform you that it is to our utmost desire to deliver service to you the most splendid way we could because you are the true source of our business. I apologize for the delay in responding to your email and for all the trouble. As we experience rapid growth, we are also experiencing a high volume of support requests and are trying to get through them as fast as we can. My name is XXXX from Coinbase Customer Service and this is email is aimed to address your XXXX transfer / Verification concerns, in case this does not answer your any of your concerns, please email back and if possible provide screenshots or mention any relevant information that can help us better understand your concern. If you are emailing us regarding XXXX verification issue, here are the steps to initiate a XXXX deposit are as follows : 1. Select Accounts on the left side of the page 2. Select EUR Wallet 2. Select the Deposit button at the top-right 4. Use the information displayed to initiate a XXXX transfer in euros from your bank account. It is important to include the Reference Number to ensure that your deposit is correctly associated with your Coinbase account. XXXX customers will need to make an International XXXX transfer, otherwise the XXXX number will be invalid as incorrect in length. 5. Please only send deposits denominated in EUR. Your funds will appear in your account 1-3 business days after you send them. Please note : - Your total EUR Wallet balance can not exceed XXXX. Any excess funds will be sent back. - For your deposit to complete you need to verify an id and phone number in your Coinbase account. After the deposit has cleared ( usually about two business days ), you are free to use your euros to make a purchase from the Buys page on Coinbase. In the event that you were able to complete the XXXX Payment Method verification and have tried doing XXXX transfer, this are the steps you might missed thats why your XXXX deposit was not credited. 1. ID Verification not completed 2. XXXX is not yet added as your Payment Method 3. Ensure sender account name matches Coinbase account name 4. Ensure currency being sent is in Euros 5. Ensure Euro Wallet reference code ( XXXX XXXX XXXX ) is included in sending deposit Please confirm if your funds were not credited nor reversed, also if your deposit was credited on your account but your XXXX payment method was not verified just reply to this email so I can manually check it on my end. For future reference you can visit https : //support.coinbase.com/ for more information. Were dedicated in delivering exceptional service to our customers and we are pleased doing business with you as one of our valued customer. Your experience is our out most priority to us so please do not hesitate to reply on this email if you need further assistance. For future reference you can visit https : //support.coinbase.com/ for more information. Thank you for using Coinbase. Regards, XXXX Coinbase Support ===================== XX/XX/XXXX Hi there, 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. ===================== XX/XX/XXXX Thank you for submitting your request. Due to increased volume it may take several days to receive a response. Check out the following support articles to get your issue resolved more quickly. Account access and verification : Phone, XXXX XXXX, or Authy issues Tips to complete photo ID verification I want to change my country or state Raise my account limits Buying and selling : Verifying a credit or debit card How do I withdraw money to my bank account? How long does a buy take? Digital currencies : Pending digital currency transactions Where is my wallet address? Thanks in advance for your patience and support. XXXX XX/XX/XXXX Hello there, Thank you for bringing this up to us and I am so sorry for all the trouble that this has caused you. Please be advised that transfer may complete 1-2 business days. Make sure that the reference code is included, if by some cases that the reference code was not included. Please be advised that funds might not reach your wallet and the funds will be reversed after 3 business days. If after 3 business days the funds did not reflected on your Coinbase account or reversed please reply on this email and provide the complete transaction details together with the reference code. A screenshot of the transaction is greatly appreciated. Thank you. Your experience is our out most priority to us so please do not hesitate to reply on this email if you need further assistance. Should you have any concern, feel free to reach us anytime. We love to hear from you soon. You may also visit https : //support.coinbase.com/ for more information. Thank you for choosing Coinbase. Best, XXXX Coinbase support =====================
Company Response: Closed with explanation

Timely Response

2018-01-20

Merizo, GU

Money was not available when promised

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

Complaint: Coinbase My account has been locked for over 2 months with no response for the company. Ive sent multiple help tickets and called with no response. Coinbase Help ticket number : XXXX
Company Response: Closed with explanation

Timely Response

2018-01-20

Itasca, IL

Managing, opening, or closing your mobile wallet account

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

Complaint: I opened the account with Coinbase.com in XX/XX/XXXX. I wire transfered money to that account in order to purchase Bitcoin. I stored purchased Bitcoin in digital wallet based on their website, Coinbase.com. I forgot my password and tried to reset it, they asked to do it from the same device I used to open the account, but I do not have that device which was my old laptop. Now I spoke with Coinbase on the phone 3 times since I initially contacted them to reset the password, which was in begining of XX/XX/XXXX. They informed me that my request will be handled by specialist and they will send me an email with link to reset the password. It 's been over month and a half and I called again only to hear the same thing. I wanted to invest money into bitcoins and lost good opportunities since that time, now I am afraid they just wo n't ever answer. Please let me know if you can help me to gain access to my account, Sincerely, XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-01-20

Quartzsite, AZ

Other service problem

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

Complaint: the account is locked because I can not remember a phone number I had 3 years ago. I have tried MANY times to email them and they do NOT respond ( A common problem with them ).
Company Response: Closed with explanation

Timely Response

2018-01-20

PA

Other transaction problem

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

Complaint: I wired {$20000.00} to Coinbase on XXXX XXXX 2017 and within a week they rejected my wire due to the names on the account not matching. I have yet got my money back after several calls and emailed to XXXX and to their bank in NY.
Company Response: Closed with explanation

Timely Response