Coinbase, Inc

2017-12-13

Federal Way, WA

Money was not available when promised

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

Complaint: I initiated a wire transfer of {$10000.00} USD from my bank, XXXX XXXX XXXX XXXX, to CoinBase Inc. I confirmed with their bank that they have in fact received my funds. However, it is has been 2 days and I still do not have the funds in my account. I have tried emailing them 3 times and they do not respond. I continue to only get bot responses that are irrelevant to my issue. I am concerned I will never see the money. A business that manages money transfers and trades should never treat their customers like this.
Company Response: Closed with explanation

Timely Response

2017-12-13

Crotonville, NY

Other service problem

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

Company Response: Closed with explanation

Timely Response

2017-12-13

Blossom Valley, CA

Fraud or scam

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

Company Response: Closed with explanation

Timely Response

2017-12-13

Money was not available when promised

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

Company Response: Closed with explanation

Timely Response

2017-12-13

San Diego, CA

Fraud or scam

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

Complaint: I TRANSFERRED BITCOIN INTO MY COINBASE ACCOUNT ONXX/XX/XXXXIT USUALLY TAKES 6 CONFIRMATIONS AND MORE OR LESS AN HOUR TO HAVE IT AVAILABLE OVER 12 DAYS HAVE GONE BY AND OVER 2000 CONFIRMATIONS. MY CURRENCY IS WORTH XXXX USD AND I CAN NOT ACCESS IT!! THE TRANSACTION SHOWS PENDING!!!! I HAVE EXHAUSTED EVERY RESOURCE TO CONTACT THIS COMPANY CALLING EVERYDAY TO THEIR CUSTOMER SUPPORT AND EMAILING WITH NO RESPONSE!!! THIS IS A COMPLETE FRAUD!!! ALL I WANT IS MY MONEY!!!! PLEASE HELP
Company Response: Closed with explanation

Timely Response

2017-12-13

Unauthorized transactions or other transaction problem

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

Complaint: I had XXXX Bitcoins stored in a Wallet at Coinbase. On XX/XX/XXXX all my Bitcoins were transferred from my account. The transaction history on Coinbase says that money were " sent to Coinbase '' without further explanation. Coinbase does not offer phone support for transactions and asks their customers to create an support case via their web gui. Ive created several but they get closed without explanation.
Company Response: Closed with explanation

Timely Response

2017-12-13

Pittsburgh, PA

Money was not available when promised

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

Complaint: At XXXX XXXX ET on XX/XX/XXXX, I got an email that my XXXX Litecoin ( roughly {$5500.00} at that time ) from XXXX has been deposited successfully into Coinbase. Right after that, I got onto Coinbase to sell my Litecoin. However, the limit sell order I made did not go through, and instead was in a " pending '' state for over 20 minutes. After that, it was reverted back into an " Open '' state, which obviously meant that it did n't go through. I then tried to cancel that order, and that was when I got restricted. Not only could I not sell out my currency to USD, I 've also been locked out of my account. I 've sent in numerous support tickets and also called their customer support line ( 2 hour hold ), but no one gave me any reasonable response, and my money is still held hostage.
Company Response: Closed with explanation

Timely Response

2017-12-13

SD

Other service problem

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

Complaint: switch two step verification to authy worked the first time but never again. have called and been hung up on. have emailed but not response have used the computer camera to verify my identity but got no response. What in the world is going on with you? I just want to log in to my account.
Company Response: Closed with explanation

Timely Response

2017-12-13

East Windsor, NJ

Managing, opening, or closing your mobile wallet account

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

Complaint: I sent about {$2500.00} usd to coinbase to buy bitcoins from my bank account a few months ago. After a lost 2 factor device ( my phone ) I 've tried to contact them to regain access to my funds via ever possible method ( email, XXXX, XXXX, phone ) and they just do n't answer or reply with an auto message that does n't solve the issue. Other exchanges I 've used all quickly remedied the issue. At the moment these coins are worth about {$10000.00} usd and I can not access them. This is money I ca n't afford to lose. The one time I reached a real support agent after literally days on hold, they hung up the phone on me and sent an auto message that did n't solve the issue yet again and then did n't reply again on the phone or email. I absolutely need a reply from them asap to regain access to my funds. I have everything they could possibly need to verify my id, they simply do n't reply no matter what you do.
Company Response: Closed with explanation

Timely Response

2017-12-13

Fraud or scam

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

Complaint: Good day, My problem is with COINBASE. I will provide evidence of purchase and communication which has not been responded to so I have no other mean of reporting the problem but to you. Some time ago I purchased few LiteCoins ( LTC ) with coinbase. Just recently I decided to cash out my LTC and what happened is that the money were not credited to my account. I attempted to contact COINBASE by PHONE and EMAIL ( SUPPORT ). I received 0 responses to my needs and I really would like to see if you can help me out here.
Company Response: Closed with explanation

Timely Response

2017-12-13

Superstition Mtn, AZ

Fraud or scam

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

Complaint: Requested wire withdraw at XXXX XXXX - XXXX XXXX, 2017 UTC in the amount of {$900.00} ( - {$25.00} wire transfer banking fee ) from Coinbase, Inc. and have not received the funds. Their online records show the wire " Completed '', however all attempts to contact their support have gone unanswered and I receive no response.
Company Response: Closed with explanation

Timely Response

2017-12-13

Watkins, CO

Fraud or scam

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

Complaint: on XXXX2017 I made a transfer of my coins from XXXX/coinbase account to XXXX XXXX was a scam, I have requested XXXX/coinbase to cancel those transfers, the reply from XXXX/coinbase was not refundable. my account XXXX and XXXX/coinbase locked my account.
Company Response: Closed with explanation

Timely Response

2017-12-13

Apopka, FL

Other transaction problem

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

Company Response: Closed with explanation

Timely Response

2017-12-13

CA

Managing, opening, or closing your mobile wallet account

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

Complaint: I had an account with CoinBase for about 1 month. Where I brought about XXXX dollars with of Bitcoin and LiteCoin from CoinBase. When I was exploring the app, last week, I came across a feature that said verify identity, when I clicked on it and tested it, I got locked out of the account and my account was closed. They soon sent me an email saying my account was closed and that I had to move my founds off CoinBase, I was able to talk to a friend and move my money out. I have since missed several opportunities to buy more bitcoin and litecoin and this has caused me much stress. I have attempted to call their phone number several times to no avail. I have written to them on XXXX, XXXX and on their support website to no avail, not even someone letting me know that they are fixing the issue. This is not acceptable, especially from a financial institution where people are dealing with money and in this case large amounts of money.
Company Response: Closed with explanation

Timely Response

2017-12-13

Money was not available when promised

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

Complaint: I did a wire transfer to Coinbase.com of XXXX to invest in cryptocurrency. I received a message on their website regarding the transfer and that it will be delayed and processed within 24 hours. It 's been 48+ hours now and nothing. I 've been on hold on their phone customer support for 1 hour, TWICE in a day. I 'm not the only one experiencing issues like mine. People have even been locked out and accounts r emoved with way more money than me, with no reasons given.
Company Response: Closed with explanation

Timely Response

2017-12-13

Copper Center, AK

Money was not available when promised

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

Company Response: Closed with explanation

Timely Response

2017-12-13

Ridley Park, PA

Other transaction problem

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

Complaint: My friend and I both have coinbase accounts. He gave me the corresponding email linked to his account so I could send him some ethereum, but he had n't realized he gave me the wrong email ( he gave me XXXXXXXXXXXX address when he XXXXXXXXXXXX address ) until after I had sent the transaction. The email that the transaction was sent to was not a valid email/not in use at this time. So, my friend created the gmail account and corresponding coinbase account to retrieve the funds, but they were n't there either. My account shows the transaction as Complete, but when running a report of my transactions it does not provide a transaction id. Spent an hour & a half on hold before getting ahold of support and when I told the guy that there is no transaction id and it 's like the funds disappeared into thin air he just said " Yeah, I do see that, that is weird. '' Then he just hangs up on me! I 've sent emails to all support staff email addresses that are publicly available. I 've tried contacting them via their XXXX support, their individual employee reddit accounts, posting on their subreddit and no one is replying in order to resolve this issue. I do n't have my funds, my friend does n't have my funds. So, to summarize, I XXXX ETH to that XXXX account on XXXX/XXXX/XXXX XXXX AM. It shows as XXXX in my account and the funds were deducted from my ETH wallet. They have not arrived in my friend 's account or the account of the gmail address. No transaction id exists for the " XXXX '' transaction. Was told by phone support " That is in fact weird '' and hung up on. Previous Case # s from attempts at getting support via their email system XXXX & XXXX. XXXX 's solution was " Reasons your transaction might be pending can be found here. Known delays and further information can be found on our status page. '' Which I already knew and had explicity stated that the transaction was already displaying as COMPLETED, plus there is no sign of a transaction id. XXXX 's solution was " If you sent digital currency from your XXXX account to an email address by accident, your funds will be returned to you in 30 days if the funds remain unclaimed. If the email address has not already been claimed, you could do so to ensure the funds are returned to you. '' Which I already knew and had explicitly stated I wanted to get MY funds back sooner than having to wait the 30 days. Since there is no transaction id I 'm left to believe that the funds are being held by coinbase. As it stands right now they 've stolen this money as far as I 'm concerned ; hence, why I 've decided to make this report.
Company Response: Closed with explanation

Timely Response

2017-12-12

Foothill Ranch, CA

Money was not available when promised

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

Complaint: Hello, This is in regards to XXXX. XXXX/XXXX/XXXX - I received an incoming bitcoin transfer in the amount of XXXX in bitcoins. Within an hour the money should have become available to me because there were over XXXX confirmations. The transaction was still " pending '' in my account which means I have no access to it. XXXX/XXXX/XXXX - I opened a case and asked them what 's going on. I did n't hear anything. XXXX/XXXX/XXXX - I asked again what 's going on. Within 3 minutes I get a response back about network congestion and transaction fees which is not related to my issue. It seems like just a cut and paste reply. I reply a few hours later explaining this is not what is wrong in my case and provided them with details of my transaction and why I am sure it is something on their end. I hear nothing. XXXX/XXXX/XXXX - I write to them again asking for an update and explaining that this is something on their end. XXXX/XXXX/XXXX - I ask them again to please correct this error. I also try calling their customer support number but it tells me they are too busy and it hangs up on me. XXXX/XXXX/XXXX - I call the customer service number again and this time XXXX press 1XXXX which is an option to press if you think your account is hacked. This gets me through to someone after some time on hold. Customer service looks into my issue and agrees there is something wrong and they said they made a new case for me to the payments department and put the priority to 10. They said my old case was a priority 1 since it was in the general pool of cases. I see the new case has been opened in my account. XXXX/XXXX/XXXX - I reply to my old case telling them I 'm still waiting. I get another cut and paste reply about high traffic and website outages which again, is not related to my case. This reply was also dated XXXX/XXXX/XXXX for some reason but is listed after my XXXX/XXXX/XXXX message to them. XXXX/XXXX/XXXX - I reply to my new case asking if there are any updates.
Company Response: Closed with explanation

Timely Response

2017-12-12

Money was not available when promised

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

Company Response: Closed with explanation

Timely Response

2017-12-12

Scottsdale, AZ

Other transaction problem

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

Complaint: I am a user on XXXX and am trying to transfer my XXXX from my XXXX Etherum Vault to my XXXX Etherum Wallet, however, it appears that some how my secondary email ( which is needed to confirm a transfer out of a coinbase vault ) is incorrect. On XXXX/XXXX/XXXX I initially created a withdrawal, however, after 3 weeks my XXXX was still not available. I called XXXX Support on Monday XX/XX/XXXX and was told they are unable to change my secondary email address. The only way I can access this currency is to have my primary and secondary email approve the withdrawals, so unless XXXX can help me, my Etherum is inaccessible. A secondary issue that I have been dealing with sinceXX/XX/XXXX is my account is locked, so I am unable to make any additional transactions. I have called and emailed support upwards of 20+ times and have never been given a way to unlock my account. The phone support says to email my issue, but when I email, I never receive a response.
Company Response: Closed with explanation

Timely Response

2017-12-12

Wallington, NJ

Other service problem

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

Complaint: on XX/XX/XXXXI opened an account with Coinbase to purchase digital currency. {$4000.00} was moved to coinbase which I then purchased XXXX. A few minutes later my account was closed by coinbase for no reason. Now I cant access my account and the money was taken from my bank account. I 've called them over 20 times, but no answer and they just hang up. I 've also send over 10 emails. I need to have acces to my account to transfer the coins. Right now they are holding my money and not giving me access.
Company Response: Closed with explanation

Timely Response

2017-12-12

Tampa, FL

Unauthorized transactions or other transaction problem

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

Complaint: I added {$200.00} to my XXXX account via Coinbase while the price was about {$200.00}. It has withdrawn from my bank account but has remained pending for 36 hours. My last deposit was instant. My issue is that their customer service is talking about days to respond which can potentially cut my investment by 95 % at the current rate of growth. Also, side note, the app wont let me transfer money now.
Company Response: Closed with explanation

Timely Response

2017-12-12

TN

Other service problem

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

Complaint: I have been trying to get my funds out of this exchange since XX/X/17. I have been locked out of my account due to a non-functioning " ID verification '' process that the company touts. I have provided all of the necessary information for them to assist me with the simple request of restoring access to my money. I have over 50,000 USD in my account and feel that waiting over a week after filing a support ticket is too long. I have not received a single email that has been anything more than an automatically generated response. I have been a loyal customer of this company, and I am shocked that there is no support to be found. I have tried direct messaging the company via twitter, filing a support request through their website, and emailing their support center directly. I have also tried calling them on their support lines, and have endured endless hold times and busy signals, never once getting through to a person. Over a week, and zero response from a company that holds a good chunk of my life savings.
Company Response: Closed with explanation

Timely Response

2017-12-12

NH

Money was not available when promised

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

Complaint: I sold ether tokens valued at XXXX dollars total it was suppose to deposit to my account instantantly it did not this was XXXX XXXX i 've called 3 times since its almost the XXXX of XXXX and this has not been resolved because my money was tied up i missed out on a XXXX dollar profit. when you use their email service it removes you from the que and puts you at the back of the line anytime you inquire about the status of your case. they dont give you a timeline for the problem to be resolved and depending on what button you push when you call it may instantly hang up on you
Company Response: Closed with explanation

Timely Response

2017-12-12

Wallington, NJ

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