Coinbase, Inc

2017-10-30

Money was not available when promised

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

Complaint: Please can you help me? XXXX have send me an email that they will send my transferred XXXX euro back to my bankaccount because they could not verify the name of my bank. XXXX Very strange because I send more than ones money from my bank account to XXXX. XXXX promised me in an email from XXXX XXXX XXXX to send the money back. But XXXX months later and lot of emails nothing send back or put it correctly in my Coinbase EUR wallet. I am desperate and I do n't know what to do. My name is XXXX XXXX XXXXXXXXXXXX
Company Response: Closed with explanation

Untimely Response

2017-10-30

Alameda, CA

Money was not available when promised

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

Company Response: Closed with explanation

Timely Response

2017-10-29

Fraud or scam

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

Company Response: Closed with explanation

Timely Response

2017-10-28

Redondo Beach, CA

Fraud or scam

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

Company Response: Closed with explanation

Timely Response

2017-10-26

Huntingtn Bch, CA

Other transaction problem

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

Company Response: Closed with explanation

Timely Response

2017-10-26

Belmont, CA

Other transaction problem

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

Company Response: Closed with explanation

Timely Response

2017-10-26

Fort Lauderdale, FL

Fraud or scam

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

Complaint: i created an account with coinbase in 2014, ive been a customer for many years. Funds in my old account have not been transfered to the new one i have waited for weeks and still can not get a reply or response from the company.
Company Response: Closed with explanation

Timely Response

2017-10-26

Foothill Ranch, CA

Other service problem

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

Complaint: Hi, My complaint is with coinbase. They closed down my account without giving me any details other than suspicious activity. Ive been emailing them multiple times for the last XXXX months with no resolution. Today, I contacted them twice by phone. After about XXXX in hold, I was connected with a rep name XXXX, and then was disconnected when she was looking into my account with a specialist. I immediately called back and after another XXXX, was connect with XXXX. Explained to him that I was just disconnected and then Ive been emailing Coinbase for over XXXX months but have gotten nowhere. I requested to speak with a supervisor and after a few minutes of push backs, he agreed. A few mins later, XXXX got on the phone. I explained to him that I would like some help in regards to why my account is locked due to suspicious activity. His response was, thats above my pay grade. I asked if theres anybody there that could help but he said no. And started to insult me. Coinbase doesnt want your business, you can do business with other XXXX companies! He sounded very hostile and I was schocked and appalled and for a few seconds didnt know how to respond to it. I asked him his last name or employee ID but he refused to give that information. XXXX repeated again, Coinbase doesnt want your business, you can take it elsewhere. Before I could respond, he hung up.
Company Response: Closed with explanation

Timely Response

2017-10-25

Clovis, CA

Money was not available when promised

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

Company Response: Closed with explanation

Timely Response

2017-10-25

Kilgore, TX

Unauthorized transactions or other transaction problem

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

Company Response: Closed with explanation

Timely Response

2017-10-24

Other transaction problem

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

Complaint: On XX/XX/XXXX I sent the sum of XXXX Euro to Coinbase to buy bitcoin, from my account at XXXX. On XX/XX/XXXX I emailed Coinbase making as query as to why the funds had not arrived, which was ignored. On XX/XX/XXXX, I received an email from coinbase stating that the funds were being returned as the names did not match on the accounts. I subsequently mailed on XXXX and XX/XX/XXXX with no response from Coinbase. I contacted them again on XX/XX/XXXX and this time received a response. After several mails backwards and forwards on the XXXX, asking me for various items to verify I had made the transfer, I was informed that it would be escalated. I still have not had a response. Judging from various postings on sites like XXXX and XXXX, this is a common ploy by Coinbase to delay resolving queries, or indeed just hope you give up. I know that the sum is relatively small, but I do n't think that this gives a company the right to hold on to funds without either applying to my account, or refunding. Many of the review sites are full of reviews of this company acting in such a manner.
Company Response: Closed with explanation

Timely Response

2017-10-24

Simi Valley, CA

Fraud or scam

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

Complaint: On XXXX/XXXX/XXXX i started a XXXX purchase with Coinbase. They cancelled my order on XXXX/XXXX/XXXX. They notified me saying i would get a refund to my bank account and it has been XXXX days. But i have not received the refund. I think they may have scammed me. I have sent them multiple emails and clearly stating my situation and i even tried contacting them on twitter with no luck.
Company Response: Closed with explanation

Timely Response

2017-10-23

Saratoga, CA

Money was not available when promised

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

Company Response: Closed with explanation

Timely Response

2017-10-23

FL

Fraud or scam

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

Complaint: Opened an account with coinbase and bought crypto currencys, then they locked my account and I can not get my funds.
Company Response: Closed with explanation

Timely Response

2017-10-23

Money was not available when promised

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

Company Response: Closed with explanation

Timely Response

2017-10-23

Unauthorized transactions or other transaction problem

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

Company Response: Closed with explanation

Timely Response

2017-10-23

Money was not available when promised

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

Complaint: I sent a XXXX Deposit to Coinbase on the XXXX XXXX of XXXX. They say that a XXXX Deposit will be available in your Coinbase wallet after 3-5working days. It still is not available. I have tried emailing and calling everyday and I am get no information. Customer services do n't appear to care and I 'm worried that I will never see my money again. Please help me put pressure on them. My account is : XXXXXXXXXXXX
Company Response: Closed with explanation

Timely Response

2017-10-22

Oxford, GA

Money was not available when promised

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

Complaint: I sent a wire transfer to Coinbase for XXXX XXXX dollars at the end of XXXX, beginning of XXXX and have not seen the money show up in my account and I have not had It sent back to my bank either. I made numerous attempts to send in the proper identification they asked for and actually gave then the same files they needed multiple times just to be sure. Since then that have continued to tell me It will not be XXXX5 business days but that is no longer credible as they just have stopped trying to work with me. I have since sent them over 10 different new email threads in this time period to no avail and Coinbase took my XXXX and I have not seen it since.
Company Response: Closed with explanation

Timely Response

2017-10-21

Woodland, WA

Managing, opening, or closing your mobile wallet account

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

Complaint: Coinbase ; XXXXXXXXXXXX is the account ID : Bank reversal from XXXX weeks ago in the amount of {$410.00} has locked all of my funds now in Coinbase where I have {$1000.00} XXXX Coinbase support still has not unlocked my account to let me buy sell to cover the {$410.00} bank reversal. So, I put the {$410.00} onto a card for Coinbase to get. Coinbase said they were going to take it off card but did not and account is still locked. I told them they can also just take it out of my account as I have enough to cover it. I NEED MY ACCOUNT UNLOCKED TO GET TO MY MONEY! In attached copies of emails, you will see that XXXX guy ( coinbase support ) told me to replace the digital funds ... which would now cost me twice the amount. NO!
Company Response: Closed with explanation

Timely Response

2017-10-21

MT

Other transaction problem

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

Complaint: In early XXXX, XXXX, tried to sign in to my account at XXXX XXXX XXXX, and my user name and password simply did n't work any longer. The account is over one year old. Coinbase was unable to explain why they seemingly forgot my username and password. They told me that I must pretend that I am the one that forgot the password and go through that process. Attempts to go through that process simply do n't work. They required me to upload scans of my driver 's license. But their website was issuing error codes like " Constraints can not be met '', which reps at Coinbase could n't explain. On XXXX/XXXX/XXXX, a rep named XXXX blamed what she called an XXXX XXXX. But authorization apps do not come into play until after a login. So this was just an attempt to get rid of a complaining customer. On XXXX/XXXX/XXXX, XXXX sent an email message that a specialist would be contacting us. But that did n't happen. On XXXX/XXXX/XXXX A supervisor promised no more website frustrations would be required of me. He said this entire ordeal would be manually corrected and only email would be required. He said the driver license scans could be sent email. He assured me that a specialist would be contacting me. On XXXX/XXXX/XXXX, that so-called specialist simply sent me an email that required me to start all over again from the beginning using the XXXX browser. This was not what was promised. I was n't supposed to endure any more of their website dysfunction. On XXXX/XXXX/XXXX, Saturday, there is no phone support. I decide to try the entire process again using the XXXX browser. More problems. This time, the coinbase website permits me to select and perform a FILE UPLOAD process. It is specifically called " File Upload ''. But when I try to send scans of my driver 's license, it tells me that my WEBCAM is not recognized and that I should select a non-webcam method of sending files. So when I use " File Upload '' the Coinbase website somehow sees a webcam. Coinbase should be reminded that tens of thousands of photos are uploaded to XXXX every day by users of every imaginable combination of operating systems and browsers without any such problems. Yet Coinbase somehow blames their customers for such problems as evidenced by complaints scattered all over the Internet. I report all this to Coinbase and I hear nothing back. Its my property and I entrusted Coinbase the same way I entrust a bank with my money. I just want the access I was promised. I just want my Bitcoins or I want access to my account so I can use/transfer those Bitcoins. From my perspective, I am suffering the identical damage as if this were a theft.
Company Response: Closed with explanation

Timely Response

2017-10-18

Atl, GA

Other transaction problem

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

Company Response: Closed with explanation

Timely Response

2017-10-18

Anaheim, CA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I sent a wire to Coinbase company on XXXX/XXXX/XXXX and per their web site it should credit my account same day or next business day, till date XXXX they dont reply to my inquires nor do they have a phone number to call them. I emailed their bank XXXX XXXX bank and they told me that they received the wire same day I sent it and credit it to Coinbase account. They have kept my money for 5 days and Im getting no where with them and feel I got scammed or they are utilizing my funds to make profit. Please help me as I feel so desperate at this point Wire amount {$15000.00}
Company Response: Closed with explanation

Timely Response

2017-10-17

Money was not available when promised

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

Complaint: Hello, I am currently unable to withdraw any of my XXXX currency from XXXX. One of the requirements for Coinbase to allow withdrawals from it 's site is to 'verify ' your account, by depositing an amount they specify in their FAQ. I completed this deposit 2 months ago, however the website did not 'verify ' my account. On XXXX XXXX, I opened a support ticket with Coinbase regarding this ( see attached ). They verified that the deposits had been received ( as can be seen in the attached email ). My last communication with the company was over a month ago ( XXXX XXXX XXXX, with further emails from me being ignored. Please could you assist with the validation of my account, in order to allow me to make withdrawals via the Coinbase website. Kind Regards, XXXX XXXX
Company Response: Closed with explanation

Timely Response

2017-10-17

Bellaire, TX

Trouble using your card

Credit card or prepaid card: General-purpose credit card or charge card

Can't use card to make purchases
Complaint: I include attachment for successful purchase from Coinbase online Coinbase.com for XX/XX/XXXX using my XXXX XXXX ending in XXXX. I am including an attachment showing Coinbase rejecting same card XX/XX/XXXX and another for XX/XX/XXXX. I submitted tickets to question why I was able to use this card for a {$3000.00} purchase the same day to an investor. My bank in each case said that there is not a problem with my card account. Coinbase has complaints about these problems and they will not tell me why I can use this card for hundreds of dollars of purchases with XXXX online and they are rejecting it. I tried another bankcard ending in XXXX and they rejected it also. Coinbase has a XXXX option but unlike all others do n't allow BUY selection only SELL selection. They claim I ca n't send them a cashier 's check. So I purchased a {$150.00} prepaid XXXX XXXX gift card and when I entered it they state their policy is not to honor prepaid cards. I finally got through on their ( XXXX ) XXXX custmer service and asked XXXX why they had not solved my XX/XX/XXXX ticket and he said they have millions of backed up emails to solve. I need their product in order to use a {$3000.00} product and I had already done business with them in XX/XX/XXXX successfully with the XXXX card.
Company Response: Closed with explanation

Timely Response

2017-10-17

Rncho Domingz, CA

Fraud or scam

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

Complaint: Coinbase has been taking no action to resolve my fraudulent identity verification. I have been locked out of my assets with my account frozen since XXXX. They had no problem taking my money and allowing me to trade up to the amount of over {$10000.00}, then began requiring identity verification. It was only a problem because they did not recognize any address and provided me with false identity verification questions. I have tried to contact them in a regular basis since mid XXXX. No minimal correspondence and no resolution. They even drop my calls when I call customer service and do not call me back. They hang up on me after I get connected with an agent more than once as well. I need access to my funds as it is unlawful and fraudulent to hold my funds with no explanation nor attempt to fix the problem. As a result I have lost thousands in trading possibility as well as investing at times that would have profited me signinficantly. There have been damages in excess of {$10000.00}.
Company Response: Closed with explanation

Timely Response