Coinbase, Inc

2018-01-04

Birmingham, AL

Other service problem

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

Complaint: For the past week I have tried repeatedly to " verify my identity '' with Coinbase so that I can use the funds I deposited in my Coinbase account. Even though they have already verified my identity once, they refuse to do so again, therefore my money is just sitting in my Coinbase account, and I ca n't use it. There is no phone number, email, or mailing address to get in touch with anyone from Coinbase to resolve this issue. I do n't know what else to do except to file a complaint.
Company Response: Closed with explanation

Timely Response

2018-01-04

Douglas, MI

Other transaction problem

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

Complaint: I use Coinbase to invest in Litecoin. When I moved my Litecoin to my USD wallet it wont let me withdraw it. Every time I try to withdraw it brings up the option to select a bank but my bank isnt on the list. When I try to opt out and use the card option it wont let me click my card linked to my account therefore I cant take my money out of Coinbase. I put in {$50.00} on XXXX XXXX, 2017 @ XXXX XXXX.
Company Response: Closed with explanation

Timely Response

2018-01-04

GA

Other transaction problem

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

Complaint: I sent {$500.00} via bank wire transfer to Coinbase Inc without my reference number. The money will not know to go to my personal account and Coinbase claims to be backed up and arent prioritizing refunds at the moment. I would like my refund ASAP.
Company Response: Closed with explanation

Timely Response

2018-01-04

Queens, NY

Money was not available when promised

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

Complaint: I had purchased a bitcoin from coinbase, the transfer of funds from my bank into coinbase went smoothly but when cashing out and requesting the transfer back to my bank account they have not done so. This was XX/XX/2017 and the estimated transfer time according to the website was 48 hours. It is now XX/XX/XXXX and still my money has not been transferred back to my bank a total sum of $XXXXI have contacted them through the support link of the website and had no response.
Company Response: Closed with explanation

Timely Response

2018-01-04

East Windsor, NJ

Other transaction problem

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

Complaint: Cases opened in Coinbase: Case #XXXX , #XXXX XX/XX/XXXX : Transaction made to Coinbase, purchase of Etherum of an amount of $XXXX ,through XXXX XXXX, a week later the transactions made to my Coinbase account after that I could make purchases. But on XX/XX/XXXX I received an email that my bank XXXX XXXX has reversed my deposit. (Email attached below). XX/XX/XXXX: Deposited $XXXX, $XXXX, $ XXXX, $XXXX to my USD Wallet in Coinbase account, The funds credited from my bank account on XX/XX/XXXX but after 9 days later on XX/XX/XXXX Coinbase send an email that the funds will be refunded. XX/XX/XXXX :Purchase of $XXXX was made through Coinbase account of XXXX Etherum. Since the hold was not removed of all pending transactions or any other transactions in my bank XXXX XXXX as I lost my credit.debit cards in transit. Reason : Unaware why Coinbase did that and made me loose my buying power to trade in Coinbase XX/XX/XXXX: Coinbase freezed my Coinbase account and deleted all my bank accounts and blocked my account. I had lost my purse in transit and I had called my bank and told to hold /Stop all pending transactions and which Coinbase was one of them. Due to security reasons XXXX and XXXX XXXX XXXX stopped all pending accounts or any transactions coming to my account due to lost of my belongings. Coinbase was also reversed and this was without my knowledge. I contacted XXXX, XXXX and made calls to Coinbase phone number listed but yet no action taken or any email received. Coinbase sent an email with link to pay the amount $XXXX , I paid using my credit card, when I saw my online statement I did not see the transaction happening they said Coinbase did not initiate the payment and they freezed all my buying and selling power. Attached are all documents and the payment shows XXXX when entering my Coinbase account. I am contacting each day about the fees paid and to unfreeze my account but they say escalation team consisting of specialist will send an email but they never do or I receive any updates from them. this is creating lot of frustration in keeping my account blocked from last 3 weeks. Below are the emails received - From: Coinbase Date: Tue, XX/XX/XXXX at XXXX XXXX Subject: Your order for XXXX ETH was reversed. To: XXXX Hi XXXX XXXX, Your transfer on XX/XX/XXXX for $XXXX USD was reversed by your payment method. Unfortunately it looks like your bank (XXXX XXXX - XXXX XXXX... XXXX) has reversed your deposit with the following message: Customer Advises Not Authorized (XXXX). You can visit your account to review your payment methods and see further details. It will be necessary to contact your bank to determine exactly why this occurred. If you have already received your purchase, it may be necessary to chose an alternative payment method to reconcile your account. If you had not yet received your purchase, this purchase has been cancelled at this time. If you have any questions in this matter, resources are available in our support portal. Thank you for understanding. Kind regards, The Coinbase Team From: Coinbase Date: Tue, XX/XX/XXXX at XXXX XXXX Subject: Your order for XXXX ETH was reversed. To: XXXX Coinbase Hi XXXX XXXX, Your transfer on XX/XX/XXXX for $XXXX USD was reversed by your payment method. Unfortunately it looks like your bank (XXXX XXXX XXXX - XXXX... XXXX) has reversed your deposit with the following message: Payment Stopped (XXXX). You can visit your account to review your payment methods and see further details. It will be necessary to contact your bank to determine exactly why this occurred. If you have already received your purchase, it may be necessary to chose an alternative payment method to reconcile your account. If you had not yet received your purchase, this purchase has been cancelled at this time. If you have any questions in this matter, resources are available in our support portal. Thank you for understanding. Kind regards, The Coinbase Team
Company Response: Closed with explanation

Timely Response

2018-01-04

San Gabriel, CA

Fraud or scam

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

Complaint: On XX/XX/XXXX, I initiated a wire transfer in the amount of {$5000.00} USD from my XXXX bank account to my COINBASE USD wallet. At that time, there was a banner listed on the COINBASE website that stated there was a backlog of wire transfers and that it would take up to 4 business days for the funds to be deposited. I waited the period of time suggested with no change. I created a support ticket on XX/XX/XXXX and received a canned response on XX/XX/XXXX stating the funds had been verified and that I should be all set. There was no changes to my account. I emailed them back that same day making them aware that the issue was still present along with a screenshot of the COINBASE USD wallet, no further contact has been made. There are countless other customers who are experiencing the same issue with no recourse. I can understand a company exceeding its resources due to rapid growth, but what is most concerning is that aside from these support tickets, there is no way to sort this out.
Company Response: Closed with explanation

Timely Response

2018-01-04

Westfield Ctr, OH

Money was not available when promised

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

Complaint: I wired USD XXXX to my account at Coinbase on XX/XX/XXXX. As of today ( XX/XX/XXXX ), I still have no access to my funds and they have not returned the payment either. I checked with my bank and payment was cleared the same day and transferred to the account of Coinbase at XXXX XXXX XXXX on XX/XX/XXXX. It has been almost a month and it is almost impossible to get a hold to anyone from Coinbase at all. They reply emails once a week with no specific information, only automated responses. Their customer service phone is impossible to reach either.
Company Response: Closed with explanation

Timely Response

2018-01-04

Warrenton, VA

Other transaction problem

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

Complaint: I initiated a domestic Wire Transfer On XXXX XXXX, 2017 to XXXX/Coinbase in order to invest. The transfer was done from my husbands bank account to my Coinbase account for the amount of {$4000.00}. The transfer was rejected because of the name on both accounts did not match. They sent me an email saying they wire transfer will be reversed in 3-5 business days. It has been almost 2 months and the money is still not back in the account. Ive contacted them multiple times, and everytime I would get a hold of a customer service representative, they would disconnect the other line once they know what the issue is. Then someone would send me an email saying they have escalated the issue and someone is working to get it resolved and still nothing happened. A few days ago, I received an email saying that the issue has been resolved, but the money is still not in the bank account. I feel like there is fraud involved. The money was supposed to be invested on XX/XX/XXXX, but they held the money for almost 2 months and Ive lost a potential return on that. This company needs to be held accountable for the carelessness in handeling this case. The money must be returned ASAP
Company Response: Closed with explanation

Timely Response

2018-01-04

TX

Money was not available when promised

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

Complaint: -XX/XX/XXXX - I transferred {$10000.00} USD from XXXX account to my XXXX XXXX account that had been verified by Coinbase/XXXX. The website claimed this would take one business day, as it had for me in the past. -XX/XX/XXXX - I transferred another {$10000.00} USD from XXXX to the same bank account. - XX/XX/XXXX - I received one of the transfers. - As of today, XX/XX/XXXX, I am still waiting on the second {$10000.00} transfer. less the {$25.00} transfer fee. -Support has been essentially non-existent. I have sent 8 emails, 3 of which have been answered with canned responses, all with the same generic message : " We are looking into it ''
Company Response: Closed with explanation

Timely Response

2018-01-04

Money was not available when promised

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

Complaint: On XX/XX/XXXX, a transfer of XXXX euros was sent from my bank account in the XXXX, to a bank account owned by Coinbase. It was a SEPA transfer. Coinbase provided the XXXX, Reference Number and XXXX/XXXX code in order to transfer money into my account with them. This transfer was expected to complete within 1-3 business days. It is now XX/XX/XXXX and the money has still not appeared in my coinbase account. On XX/XX/XXXX I raised a support ticket with Coinbase. They are reporting that they are overwhelmed with requests at the moment, but state they are prioritising cases where money is missing. I got an automated response saying it may take several days to get a response. I has now been a week and I have had no response from them. I am now seeing an alert in the Coinbase website stating that they do not accept transfers from XXXX XXXX. My transfer was from XXXX XXXX XXXX. Perhaps this is what they mean, but never the less, its too late to report that when it is not mentioned in their guide to making payments here https : //support.coinbase.com/XXXX
Company Response: Closed with explanation

Timely Response

2018-01-04

Federal Way, WA

Money was not available when promised

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

Complaint: I accidentally bought XXXX Ether and put it in my Ethereum Vault. What I meant to do was put it in my Ethereum Wallet. It was too late to change the destination as I already initiated the purchase. So after making the purchase, I proceed to immediately withdraw the Ether from my vault to my wallet and was informed of the 48 hour waiting period. Ive surpassed 48 hours and still have not received my XXXX Ethereum in my wallet. This is all on the Coinbase Mobile App.
Company Response: Closed with explanation

Timely Response

2018-01-04

Oakland, CA

Other service problem

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

Company Response: Closed with explanation

Timely Response

2018-01-04

Other transaction problem

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

Complaint: I have a Coinbase.com account where I have a XXXX bitcoin stored ( worth around {$13000.00} at the time I am writing this ) My account has been locked on XX/XX/XXXX when I tried to log in from XXXX. I was only on a visit that time, and I did n't know this would happen. It is mentioned in their article that '' your access will be restored once you log in from any non-prohibited region ''. I have done that but unfortunately, my access never restored. I have sent them several emails to Coinbase Support since XX/XX/XXXX to resolve the matter but they replied only once saying that they investigated the issue and working with a specialist to address it properly. And I have heard nothing since then, despite repeated follow-up attempts by me ( email correspondents attached ) Case # XXXX. I am a XXXX XXXX XXXX resident for many years now, working in a US based company as XXXX XXXX. I traveled to XXXX for a visit as it 's my origin country, though I am not related to any XXXX group and I am not using this funds in favor of any XXXX activities. Even -if I 'm not mistaken- that the US economic sanction has been lifted from XXXX. I attached copies of my XXXX Resident ID card, Driving License and XXXX XXXX as a proof.
Company Response: Closed with explanation

Timely Response

2018-01-04

Money was not available when promised

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

Company Response: Closed with explanation

Timely Response

2018-01-04

Money was not available when promised

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

Complaint: I sent XXXX gbp to an online currency company called coinbase on the XXXX XXXX 2017. A few weeks later I still hadnt received the money in my online currency wallet so I emailed the company. They replied to say that they didnt accept GBP anymore, even though the option to trade on GBP is still on their app and website. This isnt a problem and I asked for my money to be sent back. They asked me to send a small payment of 6 with a SEPA payment to verify my bank account so they could return my money. The account was verified but I still havent had any correspondence about where my money is and when I can expect to get it back. Ive emailed their support team every day but they do not respond
Company Response: Closed with explanation

Timely Response

2018-01-04

NJ

Money was not available when promised

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

Complaint: Hello, I 'm a XXXX XXXX XXXX XXXX that uses Coinbase.com to sell my virtual currency. I have not had an issue to doubt their integrity until just a few weeks ago as my previous experience with XXXX is rather painless. I submitted a wire transfer withdrawal from my XXXX account to my XXXX XXXX XXXX checking account for the amount of XXXX The website advertised there is a 3 day delay at the time of submitting this withdrawal wire. I waited 3 business days and opened up a support ticket on their website which was answered promptly, but with a generic message ( summarizing ) " the services are delayed due to high volume ''. Fair enough, it was a high point in the crypto-sphere, I can understand there is lots of volume. So I waited some more and posted a response to that same support ticket ( case XXXX ) asking for an update which was on XX/XX/XXXX. No response so I posted once more on XX/XX/XXXX for an update, no response. It 's now been 13 business days and no one is taking ownership of this issue. I believe there are more people impacted by this as social media is also reporting lots of failed communication attempts. I called my bank to verify that the wire was not rejected and they confirmed no wires are pending or were rejecting to my account. I am hoping you can help as this may be a small amount of money to some, but for me it 's a relatively large amount. The reference code given to me by Coinbase for the transaction is XXXX and is marked complete on XX/XX/XXXX I am hoping you can help.
Company Response: Closed with explanation

Timely Response

2018-01-04

Portland, OR

Money was not available when promised

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

Complaint: On XXXX XXXX, 2017 at XXXX XXXX UTC, I initiated a wire transfer of XXXX from XXXX to my bank, XXXX XXXX XXXX. I used the correct information for the wire transfer and included the appropriate memo message as requested by XXXX. I also included the correct account number for the wire transfer.The wire transfer was listed as "completed" on XXXX after a short period of time (the same day), but the funds have never appeared in my bank account. I called my bank to try to find out if they knew anything about the transfer, but had no record of it.On XXXX I cannot find any pertinent information about the transfer other than the XXXX transfer ID, which is XXXX. I have opened a support ticket with XXXX and have not received a response yet. The Case # is XXXX for the support ticket. I've also sent a message to XXXX official XXXX account.XXXX and Coinbase have stated that they have a backlog of outgoing transfers and that the transfers will take between 7-10 business days. I haven't received the transfer and have no way of contacting XXXX or Coinbase. In addition to the support ticket, I've called XXXX support phone number and been unable to get in touch with support staff.
Company Response: Closed with explanation

Timely Response

2018-01-04

Finksburg, MD

Money was not available when promised

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

Complaint: Submitted ACH withdraw of XXXX USD from coinbase.com on XXXX XXXX, was given a receive date of XXXX XXXX. Coinbase shows the the withdraw has been completed to my bank account but funds have not been credited. Contacted my bank and they have no evidence of an ACH transfer to my account. Contacted Coinbase through email and phone with no response.
Company Response: Closed with explanation

Timely Response

2018-01-04

Manhattan, NY

Other service problem

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

Company Response: Closed with explanation

Timely Response

2018-01-04

San Jacinto, CA

Other transaction problem

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

Complaint: XX/XX/XXXX- I wired {$7500.00} to my husband 's Coinbase account from our mutual bank account. XX/XX/XXXX- Coinbase rejects the wire. The money is gone from my bank account and not in my Coinbase account. Coinbase emails XX/XX/XXXX stating rejected wires take 2-5 business days or longer. After 5 business days I contact my bank to obtain the money from Coinbase. XXXX states it will take 2-10 business days to get the money back. XX/XX/XXXX XXXX states Coinbase has not responded to the wire recall request. All email attempts are met with a response from Coinbase stating they are working on it.
Company Response: Closed with explanation

Timely Response

2018-01-04

Money was not available when promised

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

Complaint: Dear Sir, Madame, I am a client of XXXX XXXX. Just started trading cryptocurrencies in XXXX 2017. I have loaded my account with few minor transactions from my credit card, which went through straight away. I have then transferred the amount of XXXX XXXX EUR from my personal account in XXXX to their account in XXXX on XX.XX.2017. Until now the amount has not been received in my Coinbase account. I have contacted Support and opened a Case ticket with them. They requested my payment order and this is when they stopped replying to my correspondence. Because of the lost transfer, I have missed many trading opportunities. Kindly assist in getting the amount credited to my Coinbase account or refunded to my personal bank account.
Company Response: Closed with explanation

Timely Response

2018-01-04

Miami, FL

Other transaction problem

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

Company Response: Closed with explanation

Timely Response

2018-01-04

Austin, TX

Money was not available when promised

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

Company Response: Closed with explanation

Timely Response

2018-01-04

PA

Money was not available when promised

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

Complaint: On XX/XX/XXXX I requested a wire transfer from Coinbase ( XXXX ) back to my account at XXXX XXXX in the amount of {$10000.00} which was my limit to transfer per day I then made 3 additional wires after that in the amount of {$10000.00} each time for a total of {$40000.00} it is now XX/XX/XXXX I have not received any money to my account and the XXXX account indicates the transfer of funds is complete for all {$40000.00}!!! I have called customer support after an hour wait on the phone was told they would contact the mother company to expedite my wire transfer. I called again today and waited 35 min. and was told I need to wait for the the department handling wire transfers to contact me! This is unacceptable please let me know if you can help get my money out of this company!
Company Response: Closed with explanation

Timely Response

2018-01-04

Yonkers, NY

Money was not available when promised

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

Company Response: Closed with explanation

Timely Response