Coinbase, Inc

2018-01-10

Wrong amount charged or received

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

Company Response: Closed with explanation

Timely Response

2018-01-10

Boise, ID

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

Nyc, NY

Money was not available when promised

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

Complaint: I submitted a withdrawal request via wire transfer on XX/XX/XXXX in the amount of {$10000.00} from GDAX ( owned by Coinbase ). Wire transfer was promised to be processed with the funds available in my bank account within 1 business day. I submitted a request to GDAX to address the missing funds on XX/XX/XXXX. I then followed up again on XX/XX/XXXX with another request for GDAX to address my missing funds. They have not replied to either requests, and my funds have not been returned.
Company Response: Closed with explanation

Timely Response

2018-01-10

New Britain, CT

Money was not available when promised

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

Complaint: On XXXX XXXX XXXX, I wired coinbase {$9000.00} to be credited to my virtual currency account on XXXX. At the time of the wire the company coinbase said it was a 2 to 3 DAY DELAY for Incoming wires to be credited to accounts. After waiting several days ( 10 ) I contacted the company via their support services online and requested an answer to where my funds were. Coinbase gave me a generic response telling me to wait more. I then called them a few days later and the customer service rep told me they never received any wire under my name and that my issue would be escalated to priority and solved within the next 2 days. When they told me he could not find my wire l, I called their Bank to confirm they received my money and their Bank which is the XXXX bank in New York confirmed coinbase received my money on XXXX XXXX, XXXX, one day after I wired it. With this information I then contacted coinbase several times through their email support, on social media and by phone again, always being told it 's going to be escalated. It has been over 23 days, coinbase refuses to tell me why my money is not being credited or returned and why they lied about their promise time of 2 to 3 days. Because of this I have lost opportunities to invest and they are holding my funds without any say from me.
Company Response: Closed with explanation

Timely Response

2018-01-10

Magnolia, TX

Fraud or scam

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

Complaint: Back in early XXXX I sent funds ( {$2000.00} ) from coinbase to contribute in an ICO. The ICO sent the corresponding transaction back to my Ethereum wallet on coinbase ( Its an XXXX token so they can be sent to ethereum wallets and help along with any XXXX token ) but coinbase does not recognize the token and refuses to assist in anyway to send to tokens to a seperate wallet address for me. It took them over two months to even reply to my request for assistance and when they did they flat out refused to help. The process to do this is simple and would take maybe 5 minutes. I have emailed support and opened several cases, every time I am told they can not and will not help resolve the situation. This happens rather often and this company is holding my currency XXXX in my wallet.
Company Response: Closed with explanation

Timely Response

2018-01-09

Houghton, WA

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

2018-01-09

Other service problem

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

Complaint: On theXX/XX/XXXX I transferred funds to Coinbase ( a cryptocurrency exchange ) and my funds went in without any problem. I used those funds to buy some cryptocurrency and all was good. However now when I try to withdraw those funds the website Coinbase tells me my bank account is not verified and in order to verify it I must send at least XXXX euros to their bank account. I have done this 2 or 3 times now and still I can not withdraw my funds from Coinbase despite having tried to verify my bank account. I have since emailed Coinbase again on the XX/XX/XXXX and again on the XX/XX/XXXXand I still have not had a reply. I desperately need my bank account verified because as it stands it 's impossible for me now to withdraw my funds from Coinbase, they 're effectively holding my funds hostage by not replying to any of my support tickets. I have tried contacting them on XXXX and XXXX and they have not responded, this is my last option, I do n't know what else to do.
Company Response: Closed with explanation

Timely Response

2018-01-09

Boston, MA

Wrong amount charged or received

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

Complaint: Two huge issues that have been outstanding for 18+ days. 1 ) I purchased in the few minute window XXXX was live after initial launch and the price shown was invalid. My order for XXXX went through at XXXX and coinbase app charts are showing this never hit that. It was at XXXX for day which was also not true. As per your terms of service this transaction should be invalidated within 10 business days of reporting it - been longer than that. Please help! I spent hours on the phone and email is unresponsive. They canceled and cleared the order books of tons of orders but for some reason mine did not make the cut. Not sure how that is legal.. if they were to call off the launch - everyone 's orders should have been cleared - not just some. Case Number : http : //support.coinbase.comXXXX - no relevant response. They forwarded me money about a fork - which this had nothing to do with and I have n't heard back since. 2 ) I sold .5 ETH 18 days ago at XXXX and it was never credited to my USD wallet. It just vanished into thin air. CoinBase, please invalidate the transaction since it didnt go through properly. No response since i logged this on XX/XX/17. Case : XXXX - no response whatsoever. -- - General Experience : Two hours on the phone the first time around and they said they could n't help me - need to email and wait. I did and I just learned after spending another two hours on the phone that I was waiting in the wrong department / queue - and needed to call a separate number. Apparently posting to the cases asking for updates also puts me further away from a response and resolution. This is outrageous - it 's theft & a scam. I 'm loosing money by having it tied up in invalid transactions and transactions that never went through. Any help would be appreciated. Thanks!
Company Response: Closed with explanation

Timely Response

2018-01-09

Federal Way, WA

Money was not available when promised

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

Complaint: Financial organization : CoinBase Through Coinbase exchange I purchased a Bitcoin from coinbase in fractions over time. When I had XXXX Bitcoin I put that bitcoin in Coinbase Vault for safety. While creating the safe I was told that it will take 2 days for a withdrawal ifwhen needed and involves approval from 2 parties ( primary and secondary ). Approval is gained by sending the email to both parties. Once the parties approve the email the extraction process starts and finishes in 2 days. When i actually tired withdrawing my Bitcoin the verification email did n't come to the registered secondary approver 'S email ( of my husband ) and hence the process did n't even start. All other emails from Coinbase arrive just fine ; Only the vault approval emails are not received. I 've tried all the steps suggested by their chat bot but it did n't resolve the issue. Tried this process many a times but I get the email for approval but the secondary approver does n't. Email address is correct as all other emails from coinbase come to both addresses just fine. I 've filed numerous ( 3-4 ) complains starting XXXX XXXX to coinbase and every time I get the acknowledgement of the complain but no action is done. I 've also wasted many hours on phone at their support line but never got to talk to actual person. My husband did some research and learnt that they time to time blacklist email accounts and hence the emails are never delivered. XXXX XXXX : He filed a few request to fix the email issue but to no avail. After filing the complain all we get is an acknowledgement and some pre-canned text to try self-help steps. Tried all, none worked. Initially it was frustrating but now it 's getting depressing to not able to withdraw my on funds. Coinbase charges a very high fee ( highest among all exchanges ) to give services but is worst in customer service. To me it costed hundreds of dollars in fee alone. You will find numerous Coinbase related issues on XXXX and other forums. I truly regret going to Coinbase. Kindly help me to resolve my issues. Once my issue is resolved I 'll close my coinbase account. I 'll be happy to provide any more information as needed.XXXX
Company Response: Closed with explanation

Timely Response

2018-01-09

Bohemia, NY

Fraud or scam

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

Complaint: Hello, On XX/XX/XXXX I sent XXXX BTC ( A little over {$2000.00} value at the time/ $ XXXX+ today ) from my XXXX wallet to my Coinbase account. I noticed the transaction had gotten many confirmations so after a few hours I noticed that this money did n't show up in my Coinbase account so I got a little paranoid. I then emailed Coinbase on XX/XX/XXXX and they sent me back a scripted email back with some links to try and follow to track down my money. I told them that the links did n't satisfy what I was trying to accomplish and I never got an email back from them. Since these links did n't help me very much I continued to email then on XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX, and XX/XX/XXXX without anymore information from them except for the same scripted email in reply to my XX/XX/XXXX message to them. I then reached out on XX/XX/XXXX to XXXX on XXXX and he never answered me. I provided him with all of the information that would be needed but unfortunately I never got a single reply. I have yet to see any information on whether the money is going to be sent to my Coinbase account or if I will be refunded the money in some way but this is inexcusable. Thank you very much for listening to me and I hope you have a nice day.
Company Response: Closed with explanation

Timely Response

2018-01-09

Winston Salem, NC

Unauthorized transactions or other transaction problem

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

Complaint: On XXXX XXXX I attempted to withdraw {$9000.00} U.S. from my CoinBase account to deposit to my bank account. There seemed to be issues with the CoinBase website. ( As usual. ) I had a problem getting a confirmation so I attempted the transaction a total of three times. On the third attempt it seemed to go through. I then received a confirmation that my funds would be deposited into my bank account on XXXX XXXX. Today is XXXX XXXX and my funds have yet to be deposited into my bank account and they no longer show as existing in my CoinBase account either. I received notice that my first two attempts had been canceled but that my third attempt was confirmed. My account on CoinBase shows my {$9000.00} transaction to be " PENDING '' to this day. However, on XXXX XXXX I attempted to withdraw {$1000.00} U.S. to my bank account from Coinbase and those funds were deposited and available within two days. **This proves without a doubt that there is no issue with my bank, my routing or my bank account. ** I have spoken with my bank and they have NOT received any attempt at a transaction on or since XXXX XXXX for a {$9000.00} transaction. ( Only the XXXX XXXX transaction for {$1000.00}. ) I have contacted CoinBase by submitting a support ticket and I have called their phone support. All they will tell me is that my case has been " escalated '' but that I should not submit another support ticket, email them or call them again because that puts me at the end of the resolution line. ( And apparently that line is long! ) What a great way to scam people and withhold their money by telling them if they inquire as to where there money is that they will have to wait longer to get their money!! They also sent me a link to my support ticket that does not exist! It only goes to their standard support ticket page but does not show any relevant information concerning my actual case. If they ca n't provide accurate and timely transactions or resolutions then they do n't need to be allowed the responsibility of people 's money!
Company Response: Closed with explanation

Timely Response

2018-01-09

De Soto, IA

Fraud or scam

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

Complaint: On XXXX XXXX, 2017, I sent XXXX ETH from XXXX to coinbase using the correct wallet identification given to me from coinbase. The transaction has been confirmed on XXXX many times, however, no pending transaction showed up like it should on my account and my XXXX never showed in my wallet. I waited a couple days to see if it would show up eventually to no avail. So I sent a support ticket in, waited 5 days and got no response, so I sent another ticket in. The next day, I got a generic response that did n't help my situation at all but said if I needed help further, I could email them back so I did and have n't received an email back yet. I have sent 5 more support tickets in since and have gotten no responses.
Company Response: Closed with explanation

Timely Response

2018-01-09

CA

Other service problem

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

Complaint: I was locked out of my Coinbase.com account on XX/XX/XXXX, with a very high dollar balance in the account due to losing my Authenticator. I called the company and was told incorrect information, I called again and was told to wait. My account was setup years ago, so there is a generic company name on the account. However the only way to unlock the account is to show an ID, obviously my companies name is not mine and does n't show on my ID. I have provided proof that I am who I say I am. They have told me to stop emailing them and every time I e-mail I am forced to wait longer. The account is still attached to my cell phone, and I know the password, I even am logging in from the same IP address. They told me they would assign this to a specialist two weeks ago, still nothing, and I can not inquire about the status because if so I am " penalized '' and sent to the back of the queue. The company has taken no actions to assist in resolving this issue.
Company Response: Closed with explanation

Timely Response

2018-01-09

Brooklyn, NY

Money was not available when promised

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

Complaint: Coinbase will not let me transfer any of the currency I have purchased ( I own BTC, LTC, BCH, and ETH ) through its platform anywhere -- not to other exchanges, not even to my own private wallet. I have tried to transfer each currency multiple times and each time Coinbase refuses the transfer saying that I need to upload an ID document before it can allow a transfer. Coinbase has already verified my identity sufficiently to allow me to purchase currency -- they even raised my purchase limit twice, first to {$2500.00}, then to {$10000.00}. But they wo n't let me access those funds, effectively freezing the funds I have deposited without explaining why or giving me any way to proceed. The problem is that I have uploaded my valid, Texas drivers license many times now ( each time using clear photos that conform to Coinbase 's guidelines ) and each time it is rejected without a reason approximately 12 hours later. Each time rejection comes with the error message : Failed : unknown response status. There is no guidance on the website explaining what this message means or how to remedy whatever problem is causing the rejection. Coinbase 's customer service consists of a chat bot, a recorded message, and an email account that does not respond to messages. I have repeatedly tried to contact the company through these avenues with no success. Coinbase encouraged me to deposit more funds with them but I would not have done so if I had known that they would be effectively frozen and inaccessible. If I had known about this issue I would never have used their service. They have rejected with no explanation every effort that I have made to fix this issue. The company offers no way to remedy the problem, as their customer service is illusory at best. This is fraud.
Company Response: Closed with explanation

Timely Response

2018-01-09

CA

Money was not available when promised

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

Complaint: On XX/XX/XXXX, my bank account (XXXX XXXX) was compromised, so I contacted Coinbase about it. As the result, they have frozen my account for the period of 4+ months. They have charged my bank card on file automatically for $XXXX (causing overdraft fees and depleting my account) and also frozen the Coinbase account with funds in it.I have spent 5 months contacting Coinbase. I have spent 50+ hours of call time, e-mailing (Coinbase was e-mailed more than 200 times). Nobody has ever resolved my issue.At one point, I was told that I will not be allowed to use the site, then I was issued an apology and told they will soon refund all the funds and unlock my account. Now, there is absolute radio silence.As of today, XX/XX/XXXX, I still do not have access to my account or funds.I am beyond upset and broken.
Company Response: Closed with explanation

Timely Response

2018-01-09

TX

Money was not available when promised

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

Complaint: COINBASE Authentication Failures : I have been unable to access my Coinbase account for nearly a month due to issues with their Two-Factor Authentication ( 2FA ) System. Prior to this, I had an active account for nearly two years and had no problems with conducting many transactions. Coinbase is now effectively holding my money, without authorization, and has provided no method for resolving the problem. I contacted Coinbase Customer Support on XX/XX/2018 and after 53 minutes on hold, I was connected to " XXXX ''. I was told that I had to use an automated system to reset my authentication. I explained many times why this could not work for me. I escalated to a Supervisor, " XXXX '', who after nearly 30 minutes of work agreed to escalate my issue in their queue. She provided no accountability, and all I have received so far is a copy of an internal e-mail that she sent to their escalation queue. I asked many times about how to contact them again to follow-up, as I was certain that this problem would not be resolved in a timely manner. I spent a total of 93 minutes on the phone, and was told that there was nothing else that they could do. It was clear that they expected me to give up on the issue entirely, though I refused to accept that as a " resolution ''. This problem is extremely widespread based on hundreds of posts online, and I have been informed that the current queue of lockout requests is in excess of 76,000 requests! I have no confidence that I will EVER be able to access my account, as this issue started nearly a month ago. I need the funds to cover expenses and consider this extremely urgent.
Company Response: Closed with explanation

Timely Response

2018-01-09

Wichita, KS

Unauthorized transactions or other transaction problem

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

Company Response: Closed with explanation

Timely Response

2018-01-09

Adelaide, WA

Other transaction problem

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

Complaint: I have an account on www.coinbase.com. On XXXX XXXX, 2017 I contacted coinbase.com support with the following observation : " I just noticed that {$2000.00} were withdrawn from my bank account and deposited to my coinbase USD wallet. I did not initiate this deposit. '' In response, rightly so, Coinbase assumed my account was hacked and they put a hold on my account. Shortly afterwards, I went through my old emails and found a confirmation email from Coinbase, of me initiating the {$2000.00} transfer. That jogged my memory that I did in fact had requested that transfer. It usually takes a few days for the actual funds to be retrieved from you bank account. And I just forgot about it during those few days. Realizing that there was nothing wrong and I simply acted prematurely in contacting Coinbase support, I responded to the email describing what happened and asked support what steps I can take to unlock my account. This is where the problem started. All communication stopped from Coinbase support, after that first email where they notified me that my account was being put on hold. Like all other customers I waited patiently for a few days but then started to get worried. Emailed support again. Tried to reach them on phone. Tried to reach on XXXX. Nothing worked and I am still locked out!
Company Response: Closed with explanation

Timely Response

2018-01-09

Other transaction problem

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

Complaint: The company in question is XXXX / Coinbase. I transferred funds to XXXX using a SEPA transfer from the XXXX on XXXX XXXX. The funds were showing in my XXXX account 2 days later - converted from GBP to XXXX. Due to changing circumstances, I need to transfer the cash back immediately - again using SEPA. Everything is in place for this to happen - my account is properly linked, and the balance is clearly showing. When I try however, I get the error message 'Insufficient Funds '. I have n't bought or sold anything on the exchange, so the money has been sat in the same place since I transferred it. I get the same error message if I try to withdraw a smaller amount, or even to trade on their exchange using my funds. In short - despite showing the full balance, XXXX are not acknowledging that the funds exist. Please see attached screenshots of the balance, and error message. I have tried emailing XXXX and Coinbase support multiple times. They have only responded once - with a reply completely irrelevant to my query - I 've also attached a copy of this - other than that no response despite emailing 5+ times, and spending hours on hold for their support team, only to be hung up on immediately after connection. I simply want my funds back quickly. Given the ease with which I could set up an account and send funds TO the company - the difficulty I 'm having withdrawing those funds, or even getting a reply at all - smacks of fraud. If you can offer any help, it will be greatly appreciated.
Company Response: Closed with explanation

Timely Response

2018-01-09

Kansas City, MO

Money was not available when promised

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

Company Response: Closed with explanation

Timely Response

2018-01-09

Bridgeville, DE

Money was not available when promised

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

Company Response: Closed with explanation

Timely Response

2018-01-09

FL

Money was not available when promised

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

Complaint: On XX/XX/XXXX, I transfered {$82000.00} to coinbase from the same account I had originally registered with. On XX/XX/XXXX at XXXX XXXX, I sent an email to coinbase support asking why twenty days had passed since sending the transfer and it still did not reflect in my coinbase account. On XX/XX/XXXX at XXXX, they answered " I was able to locate the deposit however we can not accept the wire since it is under a business name ( the same business account which was used to deposit all the previous transfers to coinbase ), the wire will be returned. I am still waiting for the transfer for a month now. I have read of many others experiencing this same issue for even longer periods of time. This money is required for my day to day expenses and will be hinderin meeting my families financial responsibilites if not returned soon
Company Response: Closed with explanation

Timely Response

2018-01-09

Traver, CA

Money was not available when promised

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

Complaint: - Initiated a withdraw ( via bank wire ) of {$10000.00} USD on XX/XX/XXXX at XXXX. - A {$25.00} was wire transfer fee was deducted from the the total. - Wire is shown to have been completed, however, as of this writing ( XX/XX/XXXX ), the balance has not been received. - Created a support ticket alerting the Coinbase of the issue on XX/XX/XXXX at XXXX PST. - Received automated response on XX/XX/XXXX. - Follow-up email sent on XX/XX/XXXX. - Received reply XX/XX/XXXX, but issue not resolved. Case : # XXXX
Company Response: Closed with explanation

Timely Response

2018-01-09

Lewisville, TX

Other transaction problem

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

Complaint: I sent Coinbase a wiretransfer of {$2000.00} and on XX/XX/17, I received an email from them saying : " We appreciate your interest in Coinbase! You recently sent a wire to your account for {$2000.00} XXXX, unfortunately we were not able to process this wire due to a name mismatch and your money has been sent back to your bank. ". They claim on their website that it would take up to 10 business days for the wire reverse to complete but it has been over 20 days and I have yet to receive my money back. I opened a support ticket with Coinbase ( case # XXXX ) but have not yet received any resolution from their customer service team.
Company Response: Closed with explanation

Timely Response

2018-01-09

Patterson, MD

Managing, opening, or closing your mobile wallet account

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

Complaint: Company : Coinbase Deposit {$500.00} on XX/XX/XXXX for a total of {$750.00} in my digital wallet. Begin a {$750.00} deposit on XX/XX/XXXX Account is locked for unknown reason later that day ( XX/XX/XXXX ) Proper verification to unlock account is provided by XX/XX/XXXX Payment still goes through on XX/XX/XXXX Support ticket opened on XX/XX/XXXX Wait for response from company for 2 weeks. No response Attempt to call their support hotline numerous times during these two weeks, call automatically ends saying they are too busy. Finally get through their phone support on XX/XX/XXXX Support agent says my account has been flagged to be reviewed by a specialist. No response since, account still remains locked by withdrawing or transferring any money.
Company Response: Closed with explanation

Timely Response