Coinbase, Inc

2018-01-10

Money was not available when promised

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

Complaint: I made a withdrawal for the amount of XXXX from coinbase on the XX/XX/2017 and i still have n't received it XX/XX/2017 which is way past the date advised. i have tried to contact them via a support ticket and XXXX but they have failed to respond, its seems many people are having the same problem and i worry they may be struggling with liquidity problems.
Company Response: Closed with explanation

Timely Response

2018-01-10

TX

Money was not available when promised

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

Complaint: I have had a Coinbase/XXXX account for approximately 8 months now, as of XX/XX/XXXX my XXXX account was locked with the message " Attention required! Trading functionality has been temporarily suspended on your XXXX account. In order to restore trading functionality, please contact XXXX " when i reached out to support via email or phone all i am being told is that a specialist has to unlock my account but no one can tell me exactly when that would be. I have read reddit and see i am not the only one having this problem, some people claiming to be waiting upwards of 60 days. I had asked for them to write me a check for the amount owed to me which is around {$6900.00}, I do n't have the exact amount due to not having access to my account. But was told nothing could be done till the specialist unlocked my account. Its going on a month that i am unable to withdraw my funds, i would think it would be borderline illegal to be doing so. Without making a valid attempt to retrieve my account and get my assets back into my possession! Please help
Company Response: Closed with explanation

Timely Response

2018-01-10

San Bruno, 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

2018-01-10

Sylvester, GA

Money was not available when promised

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

Complaint: THE FOLLOWING SEQUENCE OF EVENTS OCCURRED : 1. XXXX ETH ( Digital Currency ) was deposited into my Etherium Coinbase Wallet Account from an external Crpyto Exchange on XX/XX/XXXX. 2. I sold ( Exchanged ) the ETH ( Digital Currency ) on Coinbase for USD fiat and requested that the USD fiat funds be deposited into my XXXX XXXX account on XX/XX/XXXX. See message below. Message Sold XXXX ETH for {$7900.00} USD. Payment will be SENT to XXXX BANK XXXX by Wednesday XX/XX/XXXX. The funds were NEVER sent and Deposited into my XXXX XXXX Account as requested. See further message below : Your sell for {$8000.00} USD of ETH has started Reference code XXXX Payment method XXXX XXXX XXXX Start date XX/XX/XXXX Estimated payout XX/XX/XXXX Amount XXXX ETH Exchange rate @ {$740.00} / ETH Subtotal {$8000.00} Fee {$80.00} Total {$7900.00} The funds were NEVER sent and Deposited into my XXXX XXXX Account as requested.
Company Response: Closed with explanation

Timely Response

2018-01-10

San Gabriel, CA

Money was not available when promised

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

Complaint: I sent a domestic wire transfer to Coinbase Inc on XX/XX/XXXX 2018 for {$2500.00} from my verified and linked checking account. The funds have since been deducted from my checking account and show up as a past transfer. I have already completed numerous transactions using said account ( and linked debit card ) including a previous wire deposit not long ago ( which only took 1 business day ). Despite being more than 1 week later, the funds have not been made available in my corresponding Coinbase account. After opening a support ticket, I simply got a canned/generated response asking for the details of my transfer ( which were already included in the support ticket submitted ). This is simply a delay tactic in my eyes. This is an unacceptable procure of handing customer funds, especially given that the wire transfer was successfully sent 1 week ago and paying more for to have the funds available in a timely manner.
Company Response: Closed with explanation

Timely Response

2018-01-10

Money was not available when promised

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

Complaint: 29 days ago ( XX/XX/XXXX ) I sent XXXX EUR via SEPA transfer to Coinbase however these funds are still not in my Coinbase account. In previous experience it has taken 1 to 2 days to arrive. I have provided the evidence of this transfer to Coinbase but no response from anyone at Coinbase since XX/XX/XXXX ( 24 days ago ).
Company Response: Closed with explanation

Timely Response

2018-01-10

Corpus Christi, TX

Managing, opening, or closing your mobile wallet account

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

Complaint: Coinbase Bitcoin Exchange Case # XXXX XX/XX/2017 I can not withdraw a XXXX of dollars worth of Bitcoin virtual currency because I no longer own one of two email addresses required in order for me to authorize the withdrawal via email. I submitted my initial request for assistance from Coinbase in XXXX and although I 've been told that there is a solution, three months later I have n't seen any progress whatsoever and have n't received a single reply to my requests for updates in over a month. BTC Vault XXXX BTC
Company Response: Closed with explanation

Timely Response

2018-01-10

Clayton, MO

Money was not available when promised

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

Complaint: On XXXX XXXX, 2018, I initiated a wire transfer of {$4500.00} from XXXX XXXX XXXX to Coinbase Inc. ( XXXX XXXX XXXX ). BoA says this transfer was successful on XX/XX/XXXX. Coinbase Inc. has not credited the money to my account. After an initial, automated response to my inquiry I have received no response concerning my money.
Company Response: Closed with explanation

Timely Response

2018-01-10

NJ

Money was not available when promised

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

Complaint: I made a wire transfer to COINBSAE INC on XXXX XXXX, 2017 in the amount of USD XXXX. Below is the email that we received from COINBASE stating that our wire transfer will be sent back to my account in 3-5 business days. It been over 2 months and I have not yet received my money back. I have been to my bank and they requested wire recall three times and COINBASE bank did not respond to wire transfer recall despite they told us that they have rejected our wire. Here are the details of the wire transfer XX/XX/17 WT FED#XXXX XXXX XXXX XXXX=COINBASE INC SRF# XXXX TRN#XXXX RFB# $XXXX On XXXX XXXX, 2017 at XXXX PST "Coinbase Support" wrote: Hi there, Thanks for your interest in wiring funds to your Coinbase account. We recently received a wire from a name that didnt match the name on your Coinbase account. Unfortunately, in these cases we are unable to accept the wire, so we will return the wire to the account it was sent from. This reversal process typically takes 3-5 business days, but may take longer. I apologize for the frustration with this. To avoid any difficulty moving forward, please send future wires from an account that matches the name on your Coinbase account. Please feel free to try the wire again from a different account in your name. Thanks for your understanding and patience, and for choosing Coinbase! Thanks, XXXX
Company Response: Closed with explanation

Timely Response

2018-01-10

Madison, WI

Problem adding money

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

Company Response: Closed with explanation

Timely Response

2018-01-10

Arroyo Seco, NM

Managing, opening, or closing your mobile wallet account

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

Complaint: On coinbase XX/XX/XXXX I sold I bitcoin at an exchange rate of {$12000.00}, {$190.00} in fees, {$12000.00} was supposed to be credited to my US $ wallet. I also sold some other digital currency in order to reach my daily {$15000.00} trading limit, which all cleared as normal and was able to wire those funds out of my account. My bitcoin is deducted from my account but the funds as of XX/XX/XXXX have not been credited. The transaction shows pending in history, but complete in my bitcoin wallet? I have filed numerous cases with XXXX and have not received any valid explanations, only automated responses. The email address they say to send requests for assistance to are disabled and, they claim no-one over the phone can help with deposit or wire issues. I have tried to contact them on XXXX, spoke to a rep on XXXX who never responded after I gave him my case id. My coinable case id # XXXX, the original transaction reference code for this transaction is XXXX. Also there is the tax issue I 'm not sure how to handle sold in XX/XX/XXXX but still have not received my funds in XX/XX/XXXX.
Company Response: Closed with explanation

Timely Response

2018-01-10

Nashville, TN

Other transaction problem

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

Company Response: Closed with explanation

Timely Response

2018-01-10

Discovery Bay, 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

2018-01-10

Phillips Ranch, CA

Other service problem

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

Company Response: Closed with explanation

Timely Response

2018-01-10

Chesapeake, VA

Money was not available when promised

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

Company Response: Closed with explanation

Timely Response

2018-01-10

Bremen, GA

Fraud or scam

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

Complaint: Transferred money to the virtual currency service " Coinbase ''. After confirmation funds had been transferred to the service, access to the website was restricted stating ; " THIS REQUEST HAS BEEN RATE LIMITED You 're making too many requests to our servers from this computer, please wait an hour and try again. If the problem persists add a Bug Report. Sorry for the trouble! '' although no incorrect information had been entered. There are no options available to me to request my money back. Funds were transferred XX/XX/2017. Funds were confirmed to be transferred on XXXX XXXX.
Company Response: Closed with explanation

Timely Response

2018-01-10

Fraud or scam

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

Complaint: Complaint about company - Coinbase Coinbase is a digital currency exchange, headquartered in XXXX XXXX. It is one of the biggest digital currency exchanges, which registers 40,000 new users everyday. I made a SEPA deposit of XXXX EUR to my Coinbase account on the XX/XX/XXXX. This is approximately {$1300.00}. The intention was to make an international deposit to my Coinbase account, to purchase crypto-currencies. On XX/XX/XXXX, coinbase sent an email to me, saying that they were unable to clear my accounts ability to receive deposits at this point of time. For this reason, the funds will be returned back to me within 1-2 business days. On top of that, my account was temporarily disabled for no apparent reason from date of the SEPA deposit payment. So I was not able able to login. Due to this money not being returned to me, I have financially struggled in making ends meet and living on a minimum. I have also lost out on huge potential trading profits. I have emailed XXXX, XXXX, which supposedly worked at one point but do not anymore as the emails bounced back on me I have emailed on the coinbase customer portal - https : //support.coinbase.comXXXX. Here is says that priority is given to people with payment issue and account lock-outs. Two problems which I have had. All I get is an automated useless email with ticket numbers. The automated emails say that due to high volume, it will take several days to respond to the issue. In addition I have tried calling them, resulting in phone bills which costing me hundreds of pounds. I dont even get to speak to someone. I get automatically hung up on due to high volume calls even if I call within the first second of opening times. In addition I emailed XXXXXXXXXXXX, XXXXXXXXXXXX and XXXXXXXXXXXX CEO of Coinbase ). These emails seem to work as I have not had an emails bounce back to me. But I have got no reply. In all my emails I have tried to be polite and patient. But now I feel, enough is enough and it has become a ridiculous, not acceptable, pathethic situation. I am tired of reading that coinbase will reply within several days due to high volume. Coinbase need to block the thousands of new people joining everyday and focus on supporting their existing customers. Why should existing customers suffer for the new. No other digital currency exchange is providing this exceptionally poor service that Coinbase is providing. You can not hold and not return customers money for such long periods of time for no reason Stay away from Coinbase. Customer service is non existent. There is no way you can reach someone and talk to them. the best you will get is automated emails. Thousands of people are in the same situation as me.
Company Response: Closed with explanation

Timely Response

2018-01-10

Unauthorized transactions or other transaction problem

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

Company Response: Closed with explanation

Timely Response

2018-01-10

Money was not available when promised

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

Complaint: Hi I can not get hold of Coinbase who have money of mine, I have emailed 11 times over the last 2 weeks with not one response. I have done everything they instructed but still nothing.
Company Response: Closed with explanation

Timely Response

2018-01-10

Jackson, NJ

Other transaction problem

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

Company Response: Closed with explanation

Timely Response

2018-01-10

Glendale, CO

Other transaction problem

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

Complaint: CoinBase ( XXXX XXXX XXXXwww.coinbase.com ) is proving to be completely untrustworthy. In my case I sent some bitcoin from another wallet to my CoinBase ( CB ) wallet on XX/XX/XXXX. The amount sent to the CB wallet was : XXXX It showed up in my dashboard at CB almost immediately. It was " pending '' as it can usually take up to a few hours to get confirmed and be officially available to me in my CB wallet. The problem is that it never confirmed. The protocol is for 6 confirmations to occur before it 's available to an end user. The block chain created for the transaction never got a single confirmation ( 0/6 ). It was like this for a week. During this time I called them on XX/XX/XXXX and actually got a CB support rep on the phone. She informed me that it was likely just because of the high volume that had occurred around the beginning of XX/XX/XXXX. She said there was nothing she could do, and that I would just have to wait for this to confirm and clear. I said I would wait the weekend and I expected it to clear over the weekend. This of course did not happen. Starting the next week on XX/XX/XXXX. What then would happen is the block chain transaction would disappear. Meaning the tracking hash and the entire transaction was now just gone. It still showed up as pending in my dashboard, but the transaction on their system was gone. However, it then showed back up a day later. It showed as a brand new transaction on the block chain and again with 0/6 confirmations. It did this at least a dozen times. Disappears, then reappears as a brand new transaction with no confirmations. I reached out to support a few times in panic. I was about to lose apx {$600.00} right before XXXX. Of course a single father can not afford to lose this. The support request is : # XXXX Of course I provided many details to this case via email ( [email protected] ) to show them exactly what was going on ( including screen shots, exact amounts, dates ). They never provided me with another support case number. The only replies I got back were canned replies that were not even close to anything that would help me. Fast forward to XX/XX/XXXX. The block chain disappeared again, but now for the last time. It 's never come back and it 's now not even in my dashboard as pending. It 's just GONE! It was NOT sent back to the original source. So it 's simply gone. I suspect CB has these funds as it 's the only party that could. No additional help from them at all. Regardless of my many polite requests to please help me. I would accept almost anything, but nothing will be done to help me. They wo n't cancel it and send it back to the original source. They wo n't credit my account. They wo n't help me recover this money in any way. I am one of what appears to be hundreds if not thousands of people that lost money via CB. Wires being sent and never getting their virtual currency, funds never clearing, fees being levied that are unreasonable, accounts being locked out and funds being frozen and the list goes on and on and on! Just read the XXXX sub for CB support. It 's insane. The amounts that we are talking here must be in the millions. My {$600.00} is chump change, but this is just out of control. I have proof of all of this.
Company Response: Closed with explanation

Timely Response

2018-01-10

Money was not available when promised

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

Complaint: On XX/XX/XXXX Coinbase.com ( US-based digital currency platform company ) credited me with inaccurate ( insufficient ) Bitcoin Cash balance. I opened a case with Coinbase Support on XX/XX/XXXX and has n't received any non-automate response since. Despite the fact that case was clearly non-resolved the case got closed without any message. Background : According to Coinbase.com Bitcoin Cash policy all customers who held a Bitcoin balance on Coinbase on XXXX XXXX, XX/XX/XXXX should receive equal balance of Bitcoin Cash. This was communicated on Coinbase Blog ( url # 1 ) and now is stated on Coinbase FAQ ( url # 2 ), links provided below. # 1. Coinbase blog post regarding Bitcoin Cash : https : //blog.coinbase.comXXXX # 2. Coinbase FAQ regarding Bitcoin Cash : https : //support.coinbase.comXXXX Here are exact excerpts from Coinbase FAQ : Excerpt 1 : " How can I trust that Coinbase knows the exact amount of Bitcoin Cash that was in my account at the time of the fork? At the time of the fork, we duplicated the current balance of all Coinbase customer accounts. Customers can download a copy of their transaction history to see a running log of their balance for each Bitcoin wallet. '' Excerpt 2 : " If my Bitcoin was in my Coinbase Vault at the time of the fork, will I still receive my BCH? Yes, you will still receive your Bitcoin Cash funds. All BCH will be credited to a single BCH wallet in your Coinbase account. '' As instructed in excerpt 1, I downloaded my transaction history for both Bitcoin Wallet and Bitcoin Vault. They both confirm that my Bitcoin Cash balance is inacurrate. The missing amount equals to BTC balance held in Vault, but as stated in Coinbase Bitcoin Cash FAQ ( excerpt 2 ) this should not matter where BTC were held. I can provide transaction history reports generated via Coinbase reports tool ( as instructed by Coinbase FAQ ) for my account that confirm that my Bitcoin Cash balance does n't reflect my Bitcoin balance held in Wallet and Vault on Coinbase on XX/XX/XXXX.
Company Response: Closed with explanation

Timely Response

2018-01-10

Rncho Domingz, CA

Money was not available when promised

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

Complaint: I made a series of sales of virtual currencies on Coinbase on the following dates, for the following amounts and with the following reference numbers issued by Coinbase {$4800.00} USD XXXX XXXX XXXX {$2800.00} USD XXXX XXXX XXXX {$5000.00} USD XXXX XXXX XXXX {$200.00} USD XXXX XXXX XXXX {$130.00} USD XXXX XXXX XXXX The destination I chose for the proceeds was my bank account. I was told expected payout for each transaction would be the following day. Then I saw elsewhere on the site that it would take 4 to 6 business days for funds to arrive. The sales on the XXXX and XXXX did not arrive until XXXX XXXX, a full 12 and 13 business days after the sales. The remaining transactions have yet to arrive. It has been 9 and 10 business days since the transactions on the XXXX and XXXX. I have sent repeated inquiries to Coinbase over the past two weeks to no avail. They have yet to respond. Their XXXX for their support functions also has ignored my repeated XXXX and direct messages. In the time that these funds have been in transit, I could have earned a decent return on them.
Company Response: Closed with explanation

Timely Response

2018-01-10

Nucla, CO

Money was not available when promised

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

Complaint: Dear sirs : I have used XXXX for buying and selling XXXX for over a year. For no apparent reason I have been shut out for over XXXX months now. Can not buy or sell, or get my money out. When I try to buy or sell a note comes up saying I need to provide more identification information. Yet, after re-loading my drivers license several times, and receiving an email from XXXX saying " Successful ' the orange XXXX note keeps coming up XXXX more identification '. My recent letter to XXXX is attached in this complaint. No response from Coinbase re my letter or anything. I WANT MY MONEY BACK!
Company Response: Closed with explanation

Timely Response

2018-01-10

El Paso, TX

Money was not available when promised

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

Complaint: XXXX/XXXX/XXXX - Initiate a withdrawal of XXXX USD XXXX/XXXX/XXXX - Company sends two automated emails. One confirming the withdrawal with a reference number. The second email saying they are unable to process because of a name mismatch. ( See attached " Company correspondence 1 '' and " Company correspondence 2, PDF Files ) XXXX/XXXX/XXXX - Contact support. I had since updated my account details and ensured that my CoinBase account details match my bank details. Support does not answer my question and thinks I am trying to suggest a new feature for their platform. ( See attached Support Thread 1, PDF File ) XXXX/XXXX/XXXX - Automated email saying that the transaction can not be proccessed. The company is still saying the names do n't match. ( See company correspondence 3, PDF ) XXXX/XXXX/XXXX - I receive another email out of the blue about a {$0.00} purchase. I do not know what they are referring to. ( See company correspondence 4, PDF ) When I log in to my account, it is now locked and not fully functional. The withdrawal was canceled, yet my account balance is {$0.00} and I can not view my account or withdrawal history. There is no way for me to re-initiate a withdrawal, and the company refuses to tell me specifically what is wrong with my account details, and how I can fix it. The money is simply missing now.
Company Response: Closed with explanation

Timely Response