Coin, Inc.

Initial Business Response /* (1000, 5, 2015/08/10) */
We have an open and active support case with the customer and are working on a resolution

Initial Business Response /* (1000, 5, 2015/07/17) */
USPS lost the package, we will send Mr*** a replacement the week of Jul

Initial Business Response /* (1000, 5, 2015/08/25) */
We will honor Mr***'s refund request
Initial Consumer Rebuttal /* (3000, 11, 2015/10/09) */
Good Morning,
Around that the time you emailed me, I finally heard from Coin (after I believe receiving information from you.)
However, they have never sent me my moneyI reached out to them, and one person said they sent a check, but was not able to provide any details what so everI have reached out several times, and they still fail to send a check, and appear to have no plans to do so
Would you have a suggestion for my next step with this dishonest company? The reason I did not reply by September 10th is because Coin and I had communication, and the email I received through the Revdex.com showed that they would be sending out a checkBut now by early October, giving them plenty of time to make good, they have not
Regards,
*** ***
Final Consumer Response /* (3000, 22, 2015/10/15) */
Good Morning ***,
I received a reply back today with yet another lie from Coin customer serviceThe representative claimed that they already emailed me the request to send the money back by via Pay Pal which is not an option for meIn reality, they never did send this emailSecondly, the representative said they can't process a check, yet an earlier representative explained that they had already sent me a check once before which never arrivedThey are speaking out of both sides of their mouthOne person says a check was cutOne says they can't cut checksOnce again, all liesI don't understand how a company like this can stay in business, albeit their slick and deceptive web pageOf course, when you see in the app store that they are rated only out of stars, this pretty much tells you everything one needs to know about the companyThey simply need to send a check via FedEx or UPS with a tracking number to:
*** ***
*** XXXXX
Here is our correspondence from today, and you will see the lie in the email from CoinI explained that I would email Revdex.com tomorrow, but as soon as I sent it, I realized that they would just keep playing with me, so I decided to go ahead and forward you the correspondence
Have a wonderful day,
*** ***
***,
No email was sent to me about Pay Pal, and I explained that to the SFO Revdex.comOf course you can issue a checkYou already did it once beforePlease issue the check to the same address provided before and send out by Fed Ex or UPSI will reach out to the Revdex.com with a copy of this email tomorrow if I don't have a tracking number letting them no that you will now not send a check
Thanks,
*** ***
Final Business Response /* (4000, 24, 2015/10/16) */
We have responded to the customer via their support ticket

Initial Business Response /* (1000, 5, 2015/09/04) */
We will honor Ms***'s refund request

Coin was advertised as being EMV-ready with NFC only per *** There are two types of EMV payments: contact and contactless, and Coin was never advertised as supporting contact EMV payments (chip and PIN/chip and
signature). Some issues described sound like Auto-Unlock was not set up and that the Coin was accidentally reset, which we would've been happy to troubleshootAuto-Unlock: *** *** *** *** We do not believe that we falsely advertised our product and maintain that a refund will not be given

Initial Business Response /* (1000, 6, 2015/10/20) */
This matter was resolved with the customer through a support ticket yesterday (10/19/15)

Initial Business Response /* (1000, 5, 2015/07/17) */
We will honor Mr***'s refund request
Initial Consumer Rebuttal /* (2000, 7, 2015/07/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the response and except the resolutionI just wish it
hadn't taken a Revdex.com complaint to do soThank you for your help

Initial Business Response /* (1000, 5, 2015/10/26) */
We are issuing the customer a replacement device
Initial Consumer Rebuttal /* (2000, 7, 2015/10/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They are sending me a new card allegedly

Our records indicate that *** Coin shipped out on 1/6/Our refund policy states that a RMA/return request must be received within days of shipment to be returnable
Our most recent interaction, in which I personally responded to, indicated that he was not eligible for a refund
This was on 3/15/
His prior email to us on 1/9/with syncing/card reader issues sent on 1/9/was responded to by ***, offering a card reader replacement as his phone model requires an alternate readerWe did not receive a response and all tickets close after days.
We’re happy to continue troubleshooting and replacement under warranty if necessary, however providing a refund is not an option at this time as we can see continued usage through user pings through March

Everyone received their Coins after a delay, and our return policy has been posted on our FAQ site for the past two years here: ***
We'll be happy to troubleshoot and provide a replacement under warranty if found to be defective, but again, a refund cannot be granted after the return period has closed

Complaint: ***
I am rejecting this response because: Sorry, but the response does not address my problem with the product, which is that it cannot accommodate ANY of my cards, chip-enabled or otherwise, for all the reasons mentioned in my original complaint message I was sold the card without being told it could not accommodate different numbers of credit card digits or cards without a billing zip codeAnd it still doesn't work in ATMs So, the original claim that I could put all my cards on the device was FALSE All I can say is shame on Coin, Incfor not telling me before I purchased the card that it would not work as adverrised It is worthless
Sincerely,
*** ***

Unfortunately, there is some misconception about EMV capabilities on CoinCoin never advertised EMV contact support, only EMV contactless supportCoin will work reliably for gift cards and other membership cards if all credit cards owned are chipped.Because of the previous ticket history and our refund policy, we are again reiterating that a refund will not be offered in this instance

Initial Business Response /* (1000, 7, 2015/10/12) */
We have shipped Mr. [redacted]'s order and it can be tracked here: https://tools.usps.com/go/TrackConfirmAction.action?tRef=fullpage&tLabels=XX...⇄ /> Initial Consumer Rebuttal /* (3000, 9, 2015/10/13) */
(The consumer indicated...

he/she DID NOT accept the response from the business.)
First off, you spelled my name wrong Coin support person. You supposedly needed to engrave it on the product, and its on the complaint. Just FYI
Secondly, I acknowledge that Coin has FINALLY shipped the product (10 days after a date they repeatedly assured me was going to be accurate, after delaying three times prior), however they have made no effort to make amends for the repeated and documented lies of their staff.
This has been Coin's behavior since before they launched their product; lie and ignore until someone is angry enough to call you out publicly. Then pretend like you've done some great service when you make a shallow attempt at meet your next self imposed deadline, or respond 2 days later.
Hollow apologies mean nothing to me; I'd like to know what Coin plans to do to make up for the repeated lies and failures.

Initial Business Response /* (1000, 5, 2015/10/12) */
We will honor Mr. [redacted]' request for a refund.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not yet been contacted as to how I am going to...

recieve my refund or when.
Final Business Response /* (4000, 9, 2015/10/16) */
We sent a follow-up to the customer on 10/15/2015 at 10:32am PST with further information.

Initial Business Response /* (1000, 5, 2015/07/03) */
We will honor Mr. [redacted]'s refund request.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/31) */
We are in communication with Mr. [redacted] and will be proving a resolution.

Initial Business Response /* (1000, 5, 2015/10/16) */
We are working to solve the issue and will follow-up with the customer in the open support ticket.

Initial Business Response /* (1000, 5, 2015/10/07) */
We are in touch with the customer to resolve the issue.

Initial Business Response /* (1000, 5, 2015/08/21) */
We are in contact with Mr. [redacted] through our support system and are actively working to find a solution.

Initial Business Response /* (1000, 5, 2015/06/09) */
We are delivering units as fast as possible and shipping the devices based on the date of the pre-order (earlier orders get processed first). July is a worst case date and we're doing everything possible to get Mr. [redacted] his device...

sooner.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've been in regular contact with coin they promised a delivery date over a year ago and have fallen way short of an expectation they themselves set. Similar products have since been introduced to the market and are already being delivered. What I imagine the appropriate response to my complaint would be, "sorry for the inconvenience Mr. [redacted] we will ship your order in an effort to resolve this complaint." Suggesting a delivery date of July given the fact that you have the ability to ship a device does not make me feel my complaint has been resolved at this time. I'm not sure if you're talking about July 2016 or 2020, because I ordered this device in 2013!!! Check your calander this device was to be delivered in June of 2014 and is now 1 year past your promised delivery date. Perhaps your team was unrealistic in development and beta testing time before being able to fulfill orders.
Final Business Response /* (4000, 9, 2015/06/11) */
Mr. [redacted] is absolutely right in that we originally committed to delivering his product in Summer 2014 and then delayed until Spring 2015. His order was escalated and he will receive details including a tracking number for his order next week.