Coinbase, Inc

2017-12-22

Flushing, NY

Problem adding money

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

Company Response: Closed with explanation

Timely Response

2017-12-21

West Newfield, ME

Other transaction problem

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

Company Response: Closed with explanation

Timely Response

2017-12-21

Brooklyn, NY

Other transaction problem

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

Complaint: Deposited a non insignificant amount of digital currency into the site, Coinbase.com. The transfer was from a trading account on a separate and unrelated site, XXXX. Coinbase received the transfer of bitcoins. I decided a few days later I no longer wanted to liquidate my position on coinbase so I attempted to transfer the coins back into a wallet I control ( as in owning the private keys and not on an exchange ). However, coinbase would not let me withdraw my coins and demanded further identification. Identification that I had on file should have been good enough since I had bought coins on coinbase before even back in XXXX. I attempted to submit identification anyway though coinbase and even though I followed the instructions carefully, it would reject my ID without given a reason code. After calling a customer support to help me withdraw my coins, he told me that I would have to submit even more documentation and that it would take 3-5 days. I asked him how could this happen and he abrubptly hung up the phone. His name was XXXX, and had me on hold for over 90 minutes at one point as well. Very unprofessional and at this current time, the situation is tantamount to theft. I leave my position open on bitcoins and I am supposed to wait 3 - 5 days AFTER submitting MORE documentation without even having purchased those coins on coinbase in the first place. It 's ridiculously negligent.
Company Response: Closed with explanation

Timely Response

2017-12-21

San Jose, CA

Other transaction problem

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

Complaint: On XXXX XXXX, XXXX I opened an account with Coinbase ( Digital Currency Exchange ). I was appoved and was able to do online transactions with Coinbase website. I was able to buy 2 Bitcoins, 4 Etherium, and 1 Litecoin. On XXXX XXXX, XXXX, Coinbase website started asking for indentity verification when I tried to buy and sell my digital currency holdings. But everytime I verify my identity, the website gives me error. My identity is not verified according to the website. I have answered all the questions correctly and have inputted all the correct information but Coinbase keeps giving me error. Because the website could not verify my identity, I could not make any online transcation anymore. I could not buy or sell online. My account is basically frozen. I contacted their customer support several times through emails and followed them up by phonecalls. Coinbase customer support is not very consumer friendly. They would not not help me or get me to the right people. After talking to several customer support personnel, one Coinbase employee finally said that my case has been elevated to the higher up and that someone will contact me. This was in XXXX XXXX. No one contacted me eversince. It is now XXXX XXXX, XXXX and Coinbase still could not verify my identity. I have tried and tried and I have submitted all the required documents and information but still my online transaction capability is frozen. Since XXXX, the value of my investment has went up from {$9000.00} to {$42000.00}. But I could not liquidate my account because my online transaction capability is frozen. I have already missed so much opportunity and would have made over {$30000.00} already if my online transaction is not frozen. Please help me! Sincerely, XXXX XXXX
Company Response: Closed with explanation

Timely Response

2017-12-21

Oxford, GA

Fraud or scam

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

Complaint: Coinbase Inc., advertised that a deposit made from a linked XXXX XXXX account via ACH transfer would be available in seconds. It has been 8 days since my {$1000.00} deposit has been withdrawn from my checking account, but it never confirmed by Coinbase. Coinbase simply stole {$1000.00} from me. Coinbase app and website crashes frequently and I 'm locked out of my account most of the time. I believe, coinbase is engaged in fraud and deceptive busines. All attempts to reach coinbase representatives were unsuccessful. The company did not respond to email, phone or webform requests for help.
Company Response: Closed with explanation

Timely Response

2017-12-21

Yeagertown, PA

Other transaction problem

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

Complaint: Coinbase XXXX # XXXX Coinbase / XXXX have suspended my account due to a return payment. I selected the wrong payment type and subsequently canceled the payment cause of insufficient bank funds. So Coinbase XXXX has locked up all my fiat and cryptocurrency. I 'm unable to log into XXXX, which is where all my funds are. I 'm unable to withdrawal funds, which I was planning to use for some of my bills. They have XXXX of my yearly salary locked up in their system, and I ca n't even see my balance. Very Scary to me! At this point I 'm scared they may have stolen the funds. My attached email is dated XXXX XXXX, but I 've been trying to get this resolved for 2 weeks now ( I 've had more than one case # ). The email says something about verifying identification, which I had already done when I opened the account. The rep I spoke to on the phone said I should wait to hear back before resubmitting my ID. CoinbaseXXXX ID verification system is broken also, making this task seemingly impossible.
Company Response: Closed with explanation

Timely Response

2017-12-21

Auburn, WA

Other service problem

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

Company Response: Closed with explanation

Timely Response

2017-12-21

Euclid, OH

Fraud or scam

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

Complaint: I had received XXXX XXXX in XXXX of XXXX that was given to me on Coinbase as part of a XXXX XXXX class. In XXXX XXXX XXXX the money was taken from my account. Original Wallet XXXX XXXX XXXX I recently made an inquiry with coinbase and they deleted my history. It ended up in this address which seems to be related - XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXXXXXX
Company Response: Closed with explanation

Timely Response

2017-12-21

South Florida, FL

Wrong amount charged or received

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

Complaint: On XXXX XXXX 2016 I had XXXX bitcoins which was worth about 3000 US dollar back then transfer to my wallet in Coinbase the transfer was successfully processed but the coin never showed up in my Coinbase wallet it seemed before the money go to my wallet they transfer it to 2 diffrents wallet that I had no clue I contact them they asked to send everything that I had I sent them but no one can really give me a real answer all they told my account is at level 10 right now no real answer I have all the screen shots to support my claim it is very scary I had the money send to that wallet so I can invest it but Coinbase try to steal my coin
Company Response: Closed with explanation

Timely Response

2017-12-21

Fraud or scam

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

Complaint: My account has been locked for over 13 days with zero response from Coinbase after raising a support ticket immediately. Have also tried XXXX their support XXXX account with no response. Also impossible to get through to their phone support line. This account contains money and a number of cryptocurrencies which I can no longer access.
Company Response: Closed with explanation

Timely Response

2017-12-21

Odell, OR

Managing, opening, or closing your mobile wallet account

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

Complaint: Saturday, XX/XX/XXXX purchased {$4000.00} of bitcoin through Coinbase with an affiliate link that was supposed to give me a {$10.00} credit as well. Today, XX/XX/XXXX we see market value plummeting given their unfair announcements devaluing my purchase. Get canned responses trying to cancel the still pending transaction that was withdrawn from my bank immediately. However, still can not access or trade my Bitcoin wallet to move my funds to a more secure store or market. As it is right now Ive lost a 1/4 of my investment without the ability to move/shelter or withdrawal it.
Company Response: Closed with explanation

Timely Response

2017-12-21

Sherman Oaks, CA

Problem adding money

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

Company Response: Closed with explanation

Timely Response

2017-12-21

Money was not available when promised

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

Company Response: Closed with explanation

Timely Response

2017-12-21

Virginia Bch, VA

Money was not available when promised

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

Company Response: Closed with explanation

Timely Response

2017-12-21

Discovery Bay, CA

Other transaction problem

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

Complaint: To Whom It May Concern ; On Friday, XXXX XXXX, XXXX I initiated a transaction in amount of {$1500.00} USD on Coinbase.com ( Page 1 ). On XXXX XXXX, XXXX I found out that my purchase of virtual currency was not credited to my account. I opened a ticket with case number XXXX at Coinbase customer service center and made a phone call to escalate the issue ( Page 2 ). On XXXX XXXX, XXXX I sent another email to check the status of my case ( Page 3 ). Still waiting for a response on XXXX XXXX, XXXX I made a phone call and for the second time, I escalate my issue and a representative sent me a conformation email of our conversation ( Page 4 ). As of today XXXX XXXX, XXXX still my account has not been credited. Hereby I seek your help to resolve this issue, and get credited by Coinbase for the total amount of {$1500.00} USD for the purchase of virtual currencies, Ive never received. Please refer to attachment on page 5 for a copy of my account activity on Coinbase website which indicates I never received XXXX ETH in total amount of {$1500.00} USD. You may also refer to page 6 for a copy of my bank account statement showing the withdraw amount made by Coinbase on XXXX XXXX, XXXX and the transaction ID. Please do not hesitate to contact me if you need any further information. Thank you so much for your time and consideration. Sincerely,
Company Response: Closed with explanation

Timely Response

2017-12-21

Money was not available when promised

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

Complaint: The company I complain about is Coinbase. I made a withdrawal XXXX euros, wire transfer from my Coinbase account to my bank account on XX/XX/XXXX, they said that transfer is confirmed and money should be in my bank account within XXXX. Have done this before, usually 1-2 days and money is in my bank account, but not this time. More than 9 days now, but still no money, I have written them complains and asked for help, but no answer at all. Could you please help me sort this out! I am ready to give you all the information you need about this transaction!
Company Response: Closed with explanation

Timely Response

2017-12-21

Plano, TX

Other service problem

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

Company Response: Closed with explanation

Timely Response

2017-12-21

Seattle, WA

Money was not available when promised

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

Complaint: All times are in Pacific time zone. ( Tues,XX/XX/XXXX at XXXX XXXX ) From my XXXX XXXX account, I sent an outbound wire to XXXX at XXXX XXXX onXX/XX/XXXX for the amount of {$21000.00} USD. The time is before the cutoff time of XXXX XXXX and I also checked with my bank that it was sent successfully. ( Tues, XX/XX/XXXX at XXXX XXXX ) I open a support ticket with XXXX ( Case # XXXX ) with the following message : I have verified that the wire was sent to XXXX at XXXX on XX/XX/XXXX( for the amount of {$21000.00} USD ), which is before the cutoff time and I also checked with my bank ( XX/XX/XXXX ) that it was sent successfully. However, I am still not seeing the funds in my XXXX account. My understanding is that if it 's sent before XXXX it would appear in the same day. Can you please take a look into it? ( Wed, XX/XX/XXXX at XXXX XXXX ) I receive an email from XXXX about a message : ATTN YR ABOVE REF, WIRE DTD XXXX IAO XXXX PLEASE BE ADVISED OUR COMPLIANCE DEPT HAS REQUEST FULL NAME, MAILING ADDRESS, WHAT DO THE INITIALS TSS STAND FOR OUR XXXX NO INDEMNITY INTENDED. AVOID DUPLICATION. REGARDS It appeared that I had put the wrong name in the recipient 's name field. Instead of putting Coinbase, Inc, I put my own name. I realize my mistake and I ask the agent to send an addendum to the wire. ( Thu, XX/XX/XXXX at XXXX XXXX ) I receive from XXXX the Bank Ref number : XXXX ( Thu, XX/XX/XXXX at XX/XX/XXXX) I include the Bank Ref number in XXXX XXXX support ticket ( Case # XXXX ). ( Tue,XX/XX/XXXX at XXXX XXXX ) I add a note to XXXX XXXX support ticket ( Case # XXXX ) with the following message : It is XX/XX/XXXX and I have yet to see it deposited in my account. This is extremely frustrating that I am not getting any response from the support team. Can someone please look into it?
Company Response: Closed with explanation

Timely Response

2017-12-21

Other transaction problem

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

Company Response: Closed with explanation

Timely Response

2017-12-21

Other service problem

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

Complaint: Hello thanks for read this! Have a technical trouble to accss to my account on coinbase. Explains the reason. Recently I change my contry of Living, I am travelling in XXXX for couple of months and I will Come back to my home in XXXX. I was living in XXXX for 1 years and of course had a phone number XXXX. Because I close this account ( phone number ) I cant have access to my account because they send my a code for change my password. I didnt want to XXXX this password but I wouldnt access to my account on my computer ( dont know why because on my phone this password was working ). I decide to change this password to have complet access to my wallet in both system. I dont receveit the code so I need to change of phone number on the website and my account but doing this i Need to verify my account. That there have trouble too because they cant verify my passport and a selfi of Me ( maybe because in my account its not XXXX for the contry of residence ) but I can change this of course because of the password I cant have acces to my account. I try to call them few time nobody answers, I try to send some email for explain the situation but they send my a links for verify my account. I invest more than 1000 $ in and now I dont know what going on. All this happening 2 last week ago. I open a request but nobody send me nothing. I have the felling to have lost this money!! I have my passport and all What I need to get access to my account its frustrating. I Hope you can give me a way to done something and get back this money. Thank you
Company Response: Closed with explanation

Timely Response

2017-12-21

Miami, FL

Fraud or scam

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

Company Response: Closed with explanation

Timely Response

2017-12-20

Los Indios, TX

Money was not available when promised

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

Complaint: I sent XXXX BITCOIN from my XXXX XXXX XXXX XXXX XXXX on XX/X/2017 at XXXX XXXX central time. I received notification from Coinbase via email that I received XXXX BITCOIN and that it should be available after 6 network confirmations. I have yet to receive my BITCOIN since I was notified on XX/X/2017 that my currency would be placed in my virtual wallet. According to XXXX, there is currently over 3218 confirmations on the block chain, which far exceeds the required 6 to confirm the transaction with Coinbase/XXXX. Please review this link : XXXX XXXX XXXX I have sent approximately 20 emails to XXXX support and 20 emails to Coinbase support, one per day per each support service. I 've also made approximately 5 phone calls to live phone support at Coinbase and at XXXX. The most that anyone has been able to tell me is that my support ticket will be escalated to a specialized agent. An agent has not gotten back to me to resolve my problem. Enclosed are screen shots of my PENDING transaction. It is clear that I have gone through the requisite number of confirmations for the transaction to post in my XXXX/Coinbase account.
Company Response: Closed with explanation

Timely Response

2017-12-20

Houston, TX

Fraud or scam

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

Complaint: XXXX XXXX 2017 Coinbase enables BitcoinCash trading. The price of the coin was moving up before the announcement. 4 days prior to that Coinbase listed a road map that stated Bitcoin Cash would be available for withdraw only. I was not able to sell my Coins because Coinbase did not enable me or other Customers. The site was down and it is still down. There was no prior notice of this action. The price rose as high as {$9000.00} before crashing to {$3200.00}. But prior to this the price moved up before they even announced it. I feel many users n this exchange have been defrauded by the actions of Coinbase. They have listed a policy of employees trading but there is more substantial evidence that Coinbase is acting to mislead its customers. I want to know why they listed this at a minutes notice. I want to know why it was being promoted heavily and even XXXX XXXX calling Bitcoin Cash Bitcoin. I also feel listing 2 similar names to be confusing to some. Coinbase has not answered any question of this and I feel they coordinated to collide with others at the expense of their customers. I feel Coinbase is using deceptive practices. I feel Coinbase is using predatory actions and not being truthful with their customers
Company Response: Closed with explanation

Timely Response

2017-12-20

Greensboro, NC

Other transaction problem

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

Complaint: My Coinbase.com account was locked with no explanation. When I try to log in to Coinbase, I get the message " Sorry, account temporarily disabled. Please contact support. '' I am filing this complaint after opening a customer service ticket ( I can provide the ticket number if needed ) with them and no action from them regarding the situation. I 'm not sure of the exact amount of money I have in Coinbase since the value of the cryptocurrency fluctuates and I check the amount in Coinbase, but it is approximately {$1200.00}. My acct was disabled on or around XXXX XXXX 2017.
Company Response: Closed with explanation

Timely Response

2017-12-20

Fraud or scam

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

Complaint: Coinbase!!!!! They removed my cash out of my account and into another that i have no access too. They dont reply to emails and blocked my phone after nearly 2 months of struggling to get my money back. Its only XXXX but i need it back in the value it should be to the bitcoin price now.
Company Response: Closed with explanation

Timely Response