Coinbase, Inc

2018-01-08

Managing, opening, or closing your mobile wallet account

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

Complaint: I sent money to Coinbase Inc to purchase virtual currency, and to that point it 's worked fine. I now wish to withdraw funds but they have not validated by bank account to make the transfer back to me. To validate they require you to send a SEPA transfer of at least XXXX euros, and they say they will validate your account within 2 days of receiving the funds and then you 'll be able to make withdrawals. I sent the SEPA transfer on XX/XX/XXXX, I received an email from them confirming their receipt of the funds and it 's currently showing in my Coinbase wallet as received, but they have still not validated my account, so I still can not withdraw funds. I 've sent 2 customer service requests to them with issue numbers : # XXXX and # XXXX. But to date they have not responded. I 've tried contacting them by twitter too but no response.
Company Response: Closed with explanation

Timely Response

2018-01-08

La Pine, OR

Money was not available when promised

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

Complaint: On XXXX XXXX, 2017, I sold {$740.00} of Bitcoin on Coinbase to have the USD amount ( {$710.00} after fees ) deposited into my bank account. Now on XX/XX/XXXX I still have not received the funds and have only received a few different form emails from the company after I contacted them and the webpage says " completed '' next to the transaction. The emails were not helpful and I am unable to get a hold of anyone on the phone ( they actually say they ca n't talk to you about withdraw problems right now ) and am wondering if I have lost this money forever. The one thing I wonder is if I selected " wire '' instead of the ACH option, as I believe Coinbase has a XXXX minimum for that. In which case I just want the company to return the funds to my coinbase usd wallet or resubmit a new ACH. Although I had done this once before and had no problems ... I believe I did everything the same way.
Company Response: Closed with explanation

Timely Response

2018-01-08

Money was not available when promised

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

Complaint: I sent XXXX Deposit to Coinbase of XXXX euros on XX/XX/XXXX and they got my funds on XX/XX/XXXX. In the platform, it is written that my funds will be on my EUR wallet before XX/XX/XXXX, but it is still pending. I have got multiple tickets and sent them emails, but I have got no response from them. Case # XXXX Case # XXXX Case # XXXX This is unacceptable that they freeze my funds for a month without any explanation.
Company Response: Closed with explanation

Timely Response

2018-01-08

Laurel, NY

Unauthorized transactions or other transaction problem

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

Complaint: On XX/XX/XXXX at XXXX XXXX I sold XXXX Litecoin valued at {$230.00}. The money supposed to be transferred into my XX/XX/XXXXk account and nothing has gone through yet.
Company Response: Closed with explanation

Timely Response

2018-01-08

Arsenal, PA

Money was not available when promised

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

Complaint: COINBASE Amount : {$400.00} Dates : XX/XX/XXXX -XX/XX/XXXX Issue : I sold some of my litecoin on XX/XX/XXXX in the amount of {$400.00} to transfer the funds directly into my bank account, linked directly on my coinbase account with verified ID. In the main dashboard under recent activity, the withdrawal is marked as completed and that the money would be available by XX/XX/XXXX, 7 days later. I received an email on XX/XX/XXXX, the day before my money would be available, stating that my bank had cancelled the order. I now have a new item under recent history stating that I had received the same amount of litecoin that I sold with a note saying " Sold XXXX LTC for {$400.00} USD. Payment will be sent to XXXX - Interest Checking ********* by Tuesday XX/XX/XXXX. '' So I called the bank and they told me that they did not stop anything and there was no transaction to be cancelled. I called coinbase support and their solution was to file this support ticket. I filed a very descriptive support ticket and submitted it. I received an email from coinbase nearly 2 weeks later telling me, if my issue was in the list of top priorities, to respond and describe the problem that I had already thoroughly described in 2 communications. It has been weeks since that communication with nothing back from coinbase, meaning I have lost money on the mistake of a company that guaranteed I would have my money on a specific date. This company has the financial information of thousands of US citizens and they can not be trusted enough to know whether they are scamming their users.
Company Response: Closed with explanation

Timely Response

2018-01-08

Berthoud, CO

Confusing or missing disclosures

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

Complaint: I am trying to remove a cash balance from my Coinbase account - USD Wallet. My bank is n't listed in their list of banks. Ca n't contact support because they are on some sort of crisis mode and my problem is not listed on their priority list. Went through all the automated support options to no avail. It is under {$10000.00} so I can not do a wire transfer. They took their fees and all I am getting is a wall. Just want my money in my hands.
Company Response: Closed with explanation

Timely Response

2018-01-08

CA

Money was not available when promised

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

Complaint: I exchanged virtual currency for USD using Coinbase 's service. I requested a withdrawal of {$230.00} on XXXX XXXX, 2017. They debited my exchange account and told me the wire would arrive in my bank within ten business days. It has now been a month and I still have not received my funds. I have opened multiple support tickets with Coinbase but they have been completely ignored.
Company Response: Closed with explanation

Timely Response

2018-01-08

Other service problem

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

Complaint: Hello, On XXXX XXXX XXXX I sent a message to Coinbase through customer support telling them that I saw unknown Ip adresses trying to log into my account. I made clear that this made me worry, and asked them to, if possible, 'block ' all the other Ip-adresses except mine for my account. That was the only thing I asked for. The next day ( XXXX XXXX XXXX ), I already got a response. They said that my account has been locked now, until I am sure that my account is secure. They asked me to answer 4 questions so they can savely unlock my account. I think I did this the very same day or the day after. But until now ( XXXX XXXX XXXX ), I still did not receive any help or response for this case. I sent them multiple messages since then, I also called the customer phone number 4-5 for more than 1 hour waiting without any response also. I feel very frustrated because of this, there is a lot of money on my account which I can not access now. This really should not be happening. Thank you so much for understanding.
Company Response: Closed with explanation

Timely Response

2018-01-08

Huntsville, AL

Money was not available when promised

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

Complaint: I sold Litecoin on XX/XX/XXXX at XXXX PST through Coinbase. The litecoin was immediately removed from my account without me receiving any payment. My coinbase history page noted that XXXX USD was due to my USD account to arrive by the end of the day on XX/XX/XXXX. I have still not received any USD into my USD wallet as of XX/XX/XXXX. I have opened a support ticket through their website and was notified on XX/XX/XXXX that they have received the ticket and are working with a specialist to resolve the issue. Since then I have received no more communication from Coinbase.
Company Response: Closed with explanation

Timely Response

2018-01-08

Oaklevel, VA

Money was not available when promised

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

Complaint: A wire transfer was sent to Coinbase, inc. in the amount of XXXX via XXXX XXXX with the following information : Amount {$610.00} Sent on XX/XX/2018 Description : XXXX Confirmation number XXXX Coinbase promises that Wire Transfers would be in the account in 2 business days, but it has not been credited to my account as of X/X/2018. After I made the wire, my account was locked from buying or selling. I filed a support claim with coinbase with case number : Case # XXXX I have not heard from them regarding this issue or my {$610.00} wire transfer other than an automated message regard the submittal of my complaint.
Company Response: Closed with explanation

Timely Response

2018-01-08

San Diego, CA

Money was not available when promised

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

Complaint: Ive sent a {$46000.00} wire from my GDAX account to my bank account the day before XX/XX/XXXX. It was supposed to be processed by the XX/XX/XXXX. It still hasnt came in and Coinbases support is nonexistent. Ive sent wires after this one because of my accounts limits. Those wires have went through.
Company Response: Closed with explanation

Timely Response

2018-01-08

Other service problem

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

Company Response: Closed with explanation

Timely Response

2018-01-08

Berkeley, CA

Money was not available when promised

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

Complaint: Coinbase claimed that any amount of bitcoin that existed prior to the bitcoin fork of XXXX XXXX, 2017 would be available in my Coinbase account and be able to be withdrawn by XX/XX/XXXX. Prior to the fork, I had XXXX bitcoin in my Coinbase account, and thus, I should have been credited with XXXX Bitcoin Cash in my Coinbase account when Bitcoin Cash was implemented in their system ( like other users where ). However these funds failed to show up in my account. On XX/XX/XXXX, I filled a complaint at Coinbase ' support website. I have yet to hear back from them. I still do not have the correct Bitcoin cash in my account.
Company Response: Closed with explanation

Timely Response

2018-01-08

Odell, OR

Money was not available when promised

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

Company Response: Closed with explanation

Timely Response

2018-01-08

Los Lunas, NM

Money was not available when promised

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

Company Response: Closed with explanation

Timely Response

2018-01-08

San Jose, CA

Managing, opening, or closing your mobile wallet account

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

Complaint: Hello, I have been locked out of my GDAX account with no explanation/reason since XX/XX/XXXX with $ xxx, xxx worth funds being held hostage. I have no visibility/access to my funds inside the account. I see the following message when I try to login to my GDAX account : " Attention required! Trading functionality has been temporarily suspended on your GDAX account. In order to restore trading functionality, please contact XXXX ''. I have been trying to reach customer support by phone and email since XX/XX/XXXX but I have n't received any response or resolution. I have spent more than 20 hours on the phone trying to connect to a phone support ( XXXX ( XXXX ) XXXX ). The call takes 2 hours to connect an agent. I was able to connect to a real person twice ; But both times, I was asked to be on hold and they hung up the call. I CAN LOGIN to coinbase account, where my " Buys are currently disabled '' and " Sells are enabled. I CAN NOT LOGIN to my GDAX account. Also, all my funds have been transferred from coinbase to GDAX and hence, there is no access to my funds for the past 3 weeks. When the error says '' Trading functionality is temporarily suspended '', I should at least be able to login and see the my funds. I have absolutely no visibility of my funds inside the account. I submitted so many requests by contacting coinbase support. 6 of my tickets were closed with out even responding to me. I have an active case listed below, even for which I have n't got any update on. Coinbase Case ID : XXXX Updated : XX/XX/XXXX XXXX PST Created : XX/XX/XXXX XXXX PST The case was closed by the coinbase team with no resolution. Coinbase Case ID : Case ID : XXXX Updated : XX/XX/XXXX XXXX PST Created : XX/XX/XXXX XXXX PST Email thread for Case ID : XXXX XX/XX/XXXX XXXX Hi, I see the following message on my GDAX account. Could you please look into the issue? Thanks, XXXX " Attention required! Trading functionality has been temporarily suspended on your GDAX account. In order to restore trading functionality, please contact XXXX '' Thanks, XXXX XX/XX/XXXX XXXX Hi, I see the following message on my GDAX account. Could you please look into the issue? Thanks, XXXX " Attention required! Trading functionality has been temporarily suspended on your GDAX account. In order to restore trading functionality, please contact XXXX '' Thanks, XXXX Coinbase customer support : XX/XX/XXXX XXXX Hello, and thanks for reaching out. Ive taken a look at your account and it appears that you are not currently eligible to create a purchase order. This restriction may have been applied in error. Ive just escalated your case to our subject experts who will be completing a review of your purchasing eligibility shortly. You will receive a notification email if were able to restore your purchasing ability. Please note that while these reviews are typically completed within 4-5 business days, it can sometimes take longer depending on our current case volume. For security reasons, Coinbase can not guarantee eligibility for every account. If your account has experienced chargebacks in the past this, as an example, can impact your eligibility. Thank you for your patience and understanding as we complete this review. XX/XX/XXXX XXXX Hi, I am unable to login to my account from yesterday after placing a buy order for LTC . I get the following error every time I click on sign in button. " Attention required! Trading functionality has been temporarily suspended on your GDAX account. In order to restore trading functionality, please contact XXXX '' Please fix this ASAP. Thanks, XXXX XX/XX/XXXX XXXX XXXX, Any update on the case? I am unable to login to GDAX for the last 3 weeks and my funds are held inside. Kindly, resolve this ASAP. Thanks, XXXX -My ID ( Driver 's License ) is verified on coinbase. -My picture ID verified on coinbase. -My bank account is verified on coinbase. -I also have verified withdrawals from coinbase to my bank account. Coinbase customer support said that it would take 4-5 days to resolve the issue ( on XX/XX/XXXX ). But I have n't had any resolution from more than 3 weeks. I have had no explanation nor reason for this error and my funds are being held hostage with no visibility Since XX/XX/XXXX.
Company Response: Closed with explanation

Timely Response

2018-01-08

CO

Money was not available when promised

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

Complaint: I wired {$10000.00} to Coinbase on XX/XX/XXXX and the funds have yet to clear my trading account as of XX/XX/XXXX. The XXXX website reads that wires clear within one business day. I have gone through the online support method twice with no repsonse and have called to discover that there is not support for these matters over the phone.
Company Response: Closed with explanation

Timely Response

2018-01-08

Other transaction problem

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

Company Response: Closed with explanation

Timely Response

2018-01-08

Phoenix, AZ

Money was not available when promised

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

Complaint: I submitted a transfer of XXXX Etherium on XXXX/XXXX/XXXX at XXXX to Coinbase/XXXX. They show they received the amount and were processing it so it would be available in my account. It has been stuck processing since XXXX XXXX. I have submitted 3 support cases and made multiple attempts to contact them via their main XXXX channels @ coinbase @ coinbasesupport @ XXXX. The sent one reply to my first support request which was a generic email on why transactions can take a while but made no effort to look at my account or resolve my issue.
Company Response: Closed with explanation

Timely Response

2018-01-08

Lk Buena Vis, FL

Money was not available when promised

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

Complaint: I initiated a withdrawal on XX/XX/XXXX from Coinbase Inc. I received an email once I made my withdrawal, saying : " On XX/XX/XXXX at XXXX PST, you initiated a withdrawal of {$640.00} ( + {$25.00} banking fee ) from your USD Wallet. {$640.00} will arrive in your bank account by XX/XX/XXXX. Withdrawal reference : XXXX '' The money did not show up on the XX/XX/XXXX. I called my bank asking if there were any pending deposits, and they said there was not. I contacted Coinbase support on XX/XX/XXXX via email. I send an email the the addresses XXXX, XXXX, and XXXX. Turns out I mistyped wiresupport, and the email address is XXXXXXXXXXXX. However, the other emails were valid. In response to this I received an auto generated message saying my report was received. No worries, I corrected that and send another email on XX/XX/XXXX to the addresses XXXX, XXXX. This is what I put : " 'On XX/XX/XXXX at XXXX PST, you initiated a withdrawal of {$640.00} ( + {$25.00} banking fee ) from your USD Wallet. {$640.00} will arrive in your bank account by XX/XX/XXXX. Reference number is : XXXX ' I typically send money to my savings account, but this time I sent it to my checking account ( ending in XXXX ). I called XXXX XXXX and they said that should n't be a problem and the wire should still go through. Please resolve this. {$650.00} may not seem like it 's a lot but it 's a lot to me .... : ( " Turns out XXXX is not a valid email either. Since then I have not received anything besides an automated response from Coinbase with nothing in regards to this. Just a typical Coinbase auto email.
Company Response: Closed with explanation

Timely Response

2018-01-08

Managing, opening, or closing your mobile wallet account

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

Complaint: Hello, On Saturday XXXX XXXX XXXX 2017 I changed my phone and lost my XXXX authenticator app. I followed the dedicated path on coinbase support ( I tried incognito too as suggested ) : 1. Unable to submit a one-time code? 2. I have lost my Authenticator App 3. Completing the steps to recover my account : phone number - id verification - overview When completed I receive the following email : " Your identity and photo have been verified Success! Your identity and photo have been verified. '' If I click on the " buy digital currency '' button I am redirected to the login page, having the exact same issue, and being unable to login because the authenticator code is required. I do n't have the secret seed stored anywhere. This is the support link, but the procedure described as " If you 've lost the device with your Authenticator app and DO NOT have access to the secret seed code '' is not working because, as I have described, I am stuck in a loop : XXXX XXXX XXXX XXXX XXXX XXXX Although i received an email to say that my documents have been verified i still ca n't log in. When i type in my user name and password it prompts me for my authenticator code. however, i ca n't get that because i ca n't install authenticator on my new phone because the barcode i need to scan is on coinbase once you log in ( chicken and egg situation ). '' Coinbase support, when answering, suggests to log in the account and change it from the settings, which is impossible. Thanks
Company Response: Closed with explanation

Timely Response

2018-01-08

Queens, NY

Money was not available when promised

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

Complaint: Date I sent wire : XXXX XXXX, 2017 Amount sent {$20000.00} Wire transaction # XXXX Fed ID # XXXX XXXX XXXX from XXXX XXXX XXXX in XXXX The told me a few days later it was reversed and sent an email stating so and that I should receive it back in my account with 14 days due to delays. It has been over a month and the money is not in my account.
Company Response: Closed with explanation

Timely Response

2018-01-08

Pacific City, OR

Wrong amount charged or received

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

Complaint: on XXXX XXXX ( Friday ) at approx XXXX pacific time I sent a transfer of XXXX Ethereum from Coinbase to their Exchange platform XXXX. These transfers are supposed to be instant and free, they are advertised as such, and have always been for me in the past. On this occasion the XXXX ... ETH never appeared in my XXXX account and appears to be floating around in cyberspace somewhere. I have opened a case with XXXX via email Immediately and havent heard back, my case number is # XXXX. After opening the case via email I sent a written letter to Coinbase in XXXX XXXX, I then called and waited on hold for 2hrs before being disconnected. I waited on hold the next day and was again disconnected after 2hrs. On the 3rd day I got through to a representative of Coinbase after 1hr45min. Talking to customer support he assured me the issue would be resolved in my favor, I received an email right after the call saying the problem would be sent to the appropriate department. This phone call was a week ago and havent heard anything since about my missing Ethereum. When I sent the Ethereum its value was approximately {$2200.00}, the approximate value of the Ethereum is now {$3600.00}. Please help me get my Ethereum back. Thank you.
Company Response: Closed with explanation

Timely Response

2018-01-08

Anaheim, CA

Fraud or scam

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

Complaint: Companies Involved : Coinbase - account created XXXX - Parent company of Coinbase. Same Coinbase credentials used to log into XXXX XXXX XXXX, XXXX - Created Coinbase account online XXXX XXXX, XXXX @ XXXXEST - Same Day Wire Transfer of $ XXXX from XXXX XXXX XXXX XXXX XXXX, XXXX - submit request to XXXXXXXXXXXX, receive generic response stating to check back on the XXXX. XXXX XXXX, XXXX - nothing back from support so reply to support with additonal information. XXXX XXXX, XXXX - another request/email to XXXX inquiring about funds, no reply. XXXX XXXX - XXXX XXXX - Mulitiple calls to XXXX support with 2+ hours of wait time with no pickup or system hangs up. Its been over a month and I have not received my $ XXXX SAME DAY wire transfer to my coinbase account?!?
Company Response: Closed with explanation

Timely Response

2018-01-08

Dallas, TX

Unauthorized transactions or other transaction problem

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

Complaint: On XXXX/XXXX/2018 I accidently sent {$610.00} from a Bitcoin cash wallet on Coinbase to a Bitcoin Wallet XXXX ) on XXXX. Here is the XXXX. I have tried reaching out to COinbase and XXXX for the last 4-5 days requesting that the funds be credited to the proper account. I have received no response from XXXX or Coinbase.
Company Response: Closed with explanation

Timely Response