Coinbase, Inc

2018-01-03

Beyersville, TX

Other service problem

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

Complaint: On XXXX/XXXX/XXXX, I had to replace my XXXX due to hardware issues. I did not think to disable my two-factor authentication. So I was locked out of Coinbase as well as many other accounts. All the other accounts I do business with were able to help me regain access within a couple of days. While the reason for my account lockout is not the fault of Coinbase, it is unreasonable that 30-days later I have not been able to regain access to my account. As of today, XXXX/XXXX/XXXX, I still do not have access to Coinbase likely due to a lack of staff to respond to consumer issues. Coinbase case number XXXX. Coinbase " escalated '' case number XXXX. XXXX/XXXX/XXXX, I attempted Coinbase online process to recover account using my photo ID. The recovery attempt failed. I emailed Coinbase and received 2 auto reply messages including instructions on how to disable two factor authentication, which did not work. XXXX/XXXX/XXXX, I received another two auto reply emails. XXXX/XXXX/XXXX, I used their online process to send request to disable two factor authentication per their online instructions because they are not responding to emails due to volume. XXXX/XXXX/XXXX, I attempted their online process to regain access to my account, but the photo ID process failed again. XXXX/XXXX/XXXX, I attempted to call their call center and after waiting 57 minutes, I had to disconnect. XXXX/XXXX/XXXX, I attempted to call their call center and finally got through. They were unable to assist me, but they " escalated '' my case. The total length of time on hold and speaking with rep was 1 hr 7 minutes, with the majority of time on hold. XXXX/XXXX/XXXX, I received an automated email with the same procedure that does not work. XXXX/XXXX/XXXX, I received two additional automated messages ( which I 'd received previously ) offering instructions, that have not worked. XXXX/XXXX/XXXX, I received yet another repeat automated email. XXXX/XXXX/XXXX, I called their call center and this time asked to speak with a supervisor. They were not able to assist me, but assure me that my case had been escalated and would be worked in the order in which it was received. Total time on the call both on hold and speaking was 1 hr 27 minutes, with majority of time on hold.
Company Response: Closed with explanation

Timely Response

2018-01-03

CT

Money was not available when promised

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

Complaint: I have had a pending digital asset deposit worth a lot of money stuck in limbo for a very long time. The exchange ( XXXXCoinbase ) refuses to respond to my messages and I can not get in contact with customer support about this issue.
Company Response: Closed with explanation

Timely Response

2018-01-03

Shreveport, LA

Wrong amount charged or received

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

Complaint: Executed a deposit of XXXX Litecoin ( worth approximately {$3000.00} ) on XXXX XXXX, 2017 to GDAX exchange. While the transfer shows completed, the currency did not show up in my account. Have called and contacted support many times with no resolution in sight.
Company Response: Closed with explanation

Timely Response

2018-01-03

Money was not available when promised

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

Complaint: I have transferred XXXX Euros via XXXX from XXXX to coinbase. It happened on XX/XX/XXXX. Its been 24 days and the money is not yet available in coinbase account. Raised 3 different cases with Coinbase. Tried contacting them by mail. No progress on it yet. I really need this amount back.
Company Response: Closed with explanation

Timely Response

2018-01-03

Sherman Oaks, CA

Money was not available when promised

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

Company Response: Closed with explanation

Timely Response

2018-01-03

Boston, MA

Money was not available when promised

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

Complaint: On XX/XX/XXXX, I attempted to withdraw my funds from Coinbase, a virtual currency exchange. I wanted to withdraw {$520.00}. My funds were promised to be delivered to my XXXX XXXX XXXX Account on XX/XX/XXXX. Since then, it has been nearly a month and I have not seen my money. I contacted support on several occasions through their support website. I received generic responses that said delays were occurring. Their phone support refuses to assist in such issues and insists that their email is the only way to get this issue sorted.
Company Response: Closed with explanation

Timely Response

2018-01-03

Athens, GA

Other service problem

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

Company Response: Closed with explanation

Timely Response

2018-01-03

Pasadena, CA

Other transaction problem

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

Complaint: I can not access my account for almost a month as it is locked and my mobile phone to access it stopped working. All they needed to do was remove 2 factor authentication for me so I could set it up on my new phone. Instead, they locked my account and I can not get them to respond to many, many messages and calls. Im stuck in a black hole of automated emails and replies that are going no where. I do n't even know if they are still working on my issue. I ca n't access my funds ( digital currency ) for almost a month now and meanwhile one of my digital coins is going down in value. Help! PS : None of the attached emails that appear to have solved the problem actually worked ...
Company Response: Closed with explanation

Timely Response

2018-01-03

Soquel, CA

Fraud or scam

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

Complaint: I am not able to access my funds on coinbase/XXXX since XX/XX/2017. I tried contacting their customer support on phone. The Coinbase customer service representative on phone was not able to help me access my account. They asked me to verify myself using their ID verification service, which is not working since XX/XX/2017 as per their status website XXXX. Coinbase Case # XXXX.
Company Response: Closed with explanation

Timely Response

2018-01-03

LA

Money was not available when promised

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

Complaint: XXXX XXXX I sold Ethereum, Litecoin, and Bitcoin for USD to be wired into my US bank account via the company Coinbase (www.coinbase.com). There was a statement saying there was a delay in withdrawals and it could take up to 10 business days to receive my money. It is now XXXX XXXX, and I still have not received my money. The status on coinbase for these transactions says "complete", however no money has been received. Created a support ticket with coinbase XXXX XXXX, and have not heard back yet.XXXX Bitcoin sold for XXXX USD. Coinbase reference code - XXXXXXXX Ethereum sold for XXXX USD. Coinbase reference code - XXXXXXXX Litecoin sold for XXXX USD. Coinbase reference code - XXXXThese should come in as 3 separate direct deposits for a grand total of XXXX.
Company Response: Closed with explanation

Timely Response

2018-01-03

Beaverton, OR

Money was not available when promised

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

Company Response: Closed with explanation

Timely Response

2018-01-03

Seneca, SC

Fraud or scam

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

Complaint: On XXXX XXXX, 2017 I attempted to purchase some Ethereum on XXXX after I had logged in to my Coinbase account to check my USD balance. After logging in to XXXX my Coinbase account was hijacked while I was already logged in and all my coins transferred to the hackers wallet or account. XXXX Bitcoins ( {$9000.00} at time of theft ) and XXXX Ether ( {$2100.00} at time of theft ) were stolen. After weeks of no response, Coinbase finally informed me that I was allegedly the victim of a phishing attack. The hack appeared to be very sophisticated and possibly required insider knowledge of Coinbases security weaknesses. Nevertheless, even though the hack may have resulted from a phishing attack I still hold Coinbase responsible for damages for the following reasons : 1. I was logged in to my Coinbase account when the hack occurred and that is the only reason I was able to make some screenshots with timestamps that document the hack. How is it possible that a second party can sign in to my account with my credentials from a different location with a different device while I am already logged in? This is in my eyes a huge and negligent security flaw on the part of Coinbase. 2. While my Ether was transferred immediately, it took over an hour and 20 minutes for the Bitcoin to complete transfer. I initially reported the hack at XXXX XXXX EST via Chat and confirmed again via email at XXXX XXXX EST. I actually received a reply to my email at XXXX XXXX. Coinbase had ample time to shutdown my account before the Bitcoin transaction completed at XXXX XXXX EST. For whatever reason Coinbase did not shutdown my account until approximately XXXX XXXX EST after the Bitcoin transfer had cleared. I have been trying to access my account in order to secure my USD balance that was transferred to my account after it was shutdown. I reset my password as requested but I am still locked out. It has been over two days and my account still has not been reactivated.
Company Response: Closed with explanation

Timely Response

2018-01-03

Hinsdale, IL

Other transaction problem

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

Company Response: Closed with explanation

Timely Response

2018-01-03

Money was not available when promised

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

Company Response: Closed with explanation

Timely Response

2018-01-03

Unauthorized transactions or other transaction problem

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

Company Response: Closed with explanation

Timely Response

2018-01-03

Money was not available when promised

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

Complaint: On the XX/XX/XXXX. I 've made a deposit over 1000via SEPA to Coinbase 's bank. It stated that my money will be available after 3 business days, but even today I have n't received my money. I 've contacted the support multiple times, but never got a really helpful reply. Except " wait for a specialist ''. After browsing through multiple communities online, I 've seen that there are many more, having the same issues.
Company Response: Closed with explanation

Timely Response

2018-01-03

Other service problem

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

Complaint: I am a registered user of coinbase.com When I try to log in I receive a confimarion SMS. Around XXXX 2017, I had to change my phone number. The SMS verification codes still get sent to my old phone number and I wanted coinbase to change it to my new phone number ever since. This process of changing my phone number requires the verifcation of my ID. I tried this numerous times and it never worked, mostly because : unknown reason and sometimes because they have me as : forename ; surname and on my documents its surname ; forename ( XXXX have surnames infront, basically x, y doesnt match your name y, x ). I tried contacting the customer support at coinbase.com, but they never replied. I have funds ( BTC, ETH ) in my account that are important to me and I can not access them and the customer support does n't seem to want to help me in any ways.
Company Response: Closed with explanation

Timely Response

2018-01-03

Money was not available when promised

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

Complaint: Dear Sir/Madam I transferred XXXX to Coinbase a cryptocurrency platform. On XXXX-2017 from my XXXX bank account XXXX. The transfer payment ID is XXXX. I have transferred the payment using SEPA. I emailed coinbase several times but their reply is very generic saying that we have escalated your case and afterward no response. According to the company, my transferred payment should show in my coinbase account in 10 business days but almost a month has been passed now. I am in dire need of my funds. Currently, I am a student in the XXXX at the moment and is suffering from XXXX conditions. I need to pay my hospital bills as I am an XXXX XXXX I dont have access to free healthcare. I have written to coinbase several times but no avail. I want to cancel my transfer order and want my money back in my bank account to pay the bills. I have also written to coinbase CEO XXXX. My case was escalated two weeks ago and still no follow up.
Company Response: Closed with explanation

Timely Response

2018-01-03

Leeton, UT

Money was not available when promised

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

Complaint: A wire was sent to Coinbase, Inc on XX/XX/XXXX. Contacted XXXX XXXX ( Coinbase 's Bank ) they received wire on XX/XX/XXXX in the amount of {$15000.00}. I have yet to receive my funds on my coin base account today being XX/XX/XXXX. I have sent over 25 emails and have n't received any response but automated responses. Emails sent to XXXX and XXXX.
Company Response: Closed with explanation

Timely Response

2018-01-03

Managing, opening, or closing your mobile wallet account

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

Complaint: I have set up an account on Coinbase and used it to sell Ether coins for a value of {$5000.00}. My phone later stopped working, which lost me access to my account, as I had been using 2-Factor Authentication through a secure app. As it happens, I live in a different country than the one who issued my ID. This is one of the use cases for which Coinbase does n't offer a way to regain access to your account, as described here. https : //support.coinbase.comXXXX The customer support has not been responding to any of my emails since then, for a month now. My account is still unaccessible and my funds are locked away. I am now demanding access to my account or full transfer of the funds to my bank account.
Company Response: Closed with explanation

Timely Response

2018-01-03

San Francisco, CA

Money was not available when promised

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

Complaint: On XX/XX/XXXX I withdrew XXXX Bitcoin from my BTC wallet on XXXX to a generated wallet in my account on XXXX. About 10 minutes prior to this transfer I withdrew XXXX Bitcoin to the same XXXX account and the transfer went through quickly and without incident. However the XXXX Bitcoin never showed up in my XXXX account. I received several automated emails from coinbase, the company that runs XXXX, stating that my deposit completed successfully, however the bitcoin was never deposited into my XXXX wallet. I have sent coinbase customer support two emails and have received no response. I have looked online for other people experiencing this issue and it has happened to many people, getting the exact same emails when transferring from coinbase to XXXX and not having their deposits show up, even when they show as completed on coinbase. People have had their deposits in limbo for almost 3 weeks now and coinbase customer support can take months to reply. This is n't right, this is Coinbase 's fault and they need to take responsibility for it.
Company Response: Closed with explanation

Timely Response

2018-01-03

Bohemia, NY

Money was not available when promised

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

Company Response: Closed with explanation

Timely Response

2018-01-02

Nashville, TN

Money was not available when promised

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

Company Response: Closed with explanation

Timely Response

2018-01-02

Leeton, UT

Money was not available when promised

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

Complaint: I sent XXXX to an address generated for my account, using 2 separate transactions, initiated : XX/XX/XXXX XX/XX/XXXX The XX/XX/XXXX transaction confirmed immediately and I sold and transferred to my bank. The XX/XX/XXXX transaction confirmed on XX/XX/XXXX, but never got credited to my account This transaction showed as pending for 4 weeks, but eventually disappeared entirely from my account. However, both transactions can still be seen in the blockchain public ledger. I attempted to resolve this with the company multiple times, with communication on : XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX On XX/XX/XXXX They reviewed and closed the case, reporting that the transaction and sale was successful. The reviewer completely ignored the other transaction that was never credited. I have re-opened this case, however, Coinbase has not responded in a timely manner.
Company Response: Closed with explanation

Timely Response

2018-01-02

Sylvester, GA

Money was not available when promised

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

Complaint: I sold ( in trading ) my litecoin. XXXX is the transaction number. It shows as " completed '' " done '' and yet the money does not show up for more trading in My USD account or anywhere for that matter. Therefore I have not been able to buy or sell anymore with those funds. It was not a large amount because I was being careful and not to trust right off the bat and I 'm glad so far I have n't. I understand " slow '' but it is stated that these trades are instantaneously done. If they are gon na steal peoples money,, I want to be one to speak out to same others from this.
Company Response: Closed with explanation

Timely Response