Coinbase, Inc

Hi [redacted]r,
Thanks for writing in. We apologize for the delay in our response. We have been experiencing a higher than normal volume of support requests and we are responding as quickly we can. A member of our support team has reached out to you in Case No. [redacted] We would be more than happy...

to assist with the over draft fee. Please respond to that email for assistance.

Hello [redacted]
 
I am sorry for the continued troubles with logging into your account. We are still working with you to try and resolve this, and we are hoping this is resolved soon. We don't see anything blocking the SMS messages from coming through to your phone so it is tough to know exactly what is happening. And in our last email we gave another suggestion on another way to get you back into your account. Here is the most up to date email (from case [redacted] in regards to your account.
 
Hi again,
At this point, your last option is to install the Authy App and verify the exact same number associated with your Coinbase account.
Then you can use the Authy App provided tokens to log in to your Coinbase account.
Good luck!

Hi Mr. [redacted], Thanks for writing in. We're sorry to hear about the continued trouble. After a review of your account, the bank account you have on file was disabled because we received a R16 (Account Frozen) from your bank. Please add another bank account, and you should have no problems withdrawing your funds. Please let us know if you have any additional questions or concerns. Thank you!

Hi Mr. [redacted]
Thanks for writing in. We're sorry to hear about the missing bank wire. After further investigation, it appears that the funds were returned to you due to a name mismatch. We communicated this to you on 8/18 in Case No. [redacted]. Should you require further assistance, please don't...

hesitate to reach out directly to that email. Thank you!

Hi Mr[redacted],
Thanks for writing in. We were able to locate the transaction in question with the additional details that you provided. It looks like the transaction was sent on the blockchain, which means that it is an irreversible transaction. However, we're working with a specialist to transfer the funds back to the sender's account. We've reached out to you in your support ticket to help you through this process. Please let us know if you have any additional questions or concerns.

Hi Mr. [redacted],
Thanks for writing in. We're terribly sorry to hear about the issue with the withdrawal. It looks like the withdrawal was sent to the incorrect bank account number. We responded to you on 7/30 requesting more information so that we can investigate. We look forward to resolving this...

for you as soon as possible.

Hi Mr. **,
Thanks for writing in. A review of your account shows that you need to complete identity verification. Please visit[redacted] to complete this step and move your case forward. A member of our support team has already provided this information to you previously, but we have not seen you complete the verification process. You also indicated that you usually don't put your real birthday when inputting your information. Please note this may cause your identity verification to fail.

Hi Mr. [redacted]
Thanks for writing in. We take account security very seriously, and are unable to discuss any account details with you unless you email us directly from the email address associated with your Coinbase account.

Hi Ms. [redacted],
Thanks for writing in. We apologize for the delay in our response. We have been experiencing a higher than normal volume of support requests and we are responding as quickly we can. It appears that one of our support members is working with you in Case No. [redacted] We would also...

just like to make clear that although we are not currently able to offer our exchange services, we have not blocked access to any of your funds. You may sign in and withdraw your currency. Blockchain currency (Bitcoin, Litecoin, Ethereum) must be withdrawn to an external wallet address.

Hello Mr. [redacted], I am very sorry for the troubles with your account and also the delay in a customer support agent getting back to you. We have a heavy back log of emails we are working our way through.I have passed your case onto another team is looking into the matter. As soon as have a...

resolution to this we will be in touch. Here is the last email (case [redacted]) that was sent: Hello,I apologize for the delay in responding to your email. We have had a high volume of emails and we are making our way through them as fast as we can.We have confirmed this to be an issue with our system and are working to resolve it as soon as possible. Your case has been recorded for review by an expert.Thank you for your patience in the meantime — we will be in touch again as soon as we have an update.

Complaint: [redacted]I am rejecting this response because:
It remains unresolved. 
How much longer do I have to wait for my money?
Sincerely,MR [redacted]

Hi there,Thanks for reaching out. We have been in contact with Mr. [redacted] via internal case #[redacted]. After reviewing his issue, it looks like there was a bit of miscommunication in regards to the withdraw of funds. Here is what we sent Mr[redacted] explaining what happened:"From the screenshots that...

you provided, I can see that you did not actually initiate this withdraw from GDAX to your bank account, but rather to Coinbase. I apologize for the mistake that [redacted] made with telling you that the funds were withdraw to your bank account, as he was mistaken. This is why you can see the $200 sitting in your USD wallet on Coinbase currently, and why we can see no sell orders or withdraws to your bank account within the last month under your transfer history page here: [redacted]I attached the screenshots you sent with instructions on them on how to withdraw to your bank account, and how that was not done in the first place."We are very sorry for the confusion this caused and we hope that this should clear it up for Mr. [redacted] If he has any other questions, please have him reach out to us through his open Coinbase case #[redacted] and we would be happy to help him.Thank you for your time and cooperation with this issue, and have a great weekend.

Hi Mr. [redacted]
We reached out to you last week to inquire about the trade IDs you are writing in about. Please respond to Case No. [redacted] if you still need assistance. Thank you!

To Coinbase, 
Please understand that I have wasted 30 hours on attempting to complete this transaction through your company, Coinbase. 
I was originally transferred $1022.86 into Coinbase from Bitcoin. Attempting to transfer these funds into my bank account through your website,...

mobile app, and customer service has been a nightmare. It seems like nobody cares to help me. 
In speaking with your customer service team, after awaiting for 2 hours 2 separate times, it was admitted to me that your company is severely understaffed, and not able to give good customer service. 
I am still attempting to transfer my original amount of funds of $1022.86 into my account. It has been 20 days. Their has been substantial gaps in decent customer service to my case, case # [redacted]. The 2 verification amounts of $.07 & $.07 have finally posted to my bank account. Upon realizing this, I was excited that this excruciating process would be completed. 
Unfortunately, when attempting to verify through Coinbase those 2 amounts, the continue button will not respond and proceed. 
I have never had this type of frustration with a company in my life. I am asking to please help me complete this process. 
[redacted]

Hi Mr. [redacted], Thanks for writing in. We apologize for the delay in our response. We have been experiencing a higher than normal volume of support requests and we are responding as quickly we can.  In order to move forward, we'll need you complete the identity verification process. We've...

emailed you in Case No. [redacted] with instructions on how to do so. Please let us know when you've completed this step, and we can move your case forward for review. Thank you!

Complaint: [redacted]I am rejecting this response because:
 
The case originally logged was [redacted] ... Due to no answer I had to log again. I've had no updates or useful response in several weeks. This response is no different to what was said on august 10th. There's no difference between now and the 10th or 2nd when originally logged.
[redacted]

Complaint: [redacted]I am rejecting this response because:
 
Coinbase representatives are working on this and status of the case is in progress. Coinbase representatives are stating speculative reason about unauthorized transaction.
Nobody from Coinbase has able to find out reason for unauthorized transaction. I did not get any communication how can I get back my ~.45 BTC ($1029).
I have replied on Coinbase portal as well. 
Sincerely,[redacted]

Hi Mr. [redacted],
Thank you for your response. After further review, you are correct that the amount removed from your account was the USD equivalent, and not in BTC. We apologize for erroneously stating otherwise in our previous response. This, however, does not materially change the fact that the BTC you purchased was reported as unauthorized and fraudulent, which led to our system removing the USD equivalent of BTC that were not paid for. We removed the USD equivalent of the charge back, precisely as you have acknowledged in your previous communications, and it was our sole discretion to do so as provided in our user agreement. We would kindly refer you to our user agreement section 4.5. Reversals; Cancellations for more information on this.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, My Issue with Coinbase has been solved.[redacted]

Hi [redacted],
Thank you for contacting Coinbase. We can confirm your account is in the queue to be reviewed. As soon as they have an update, they will reach out to you in Case No. [redacted]. Thank you!