Coinbase, Inc

Complaint: [redacted]I am rejecting this response because: I am still NOT able to sell any of my cryptocurrencies. Every single time I try this pops up~ "before you will be able to complete this sell, you must provide additional information at". I go to the link and my information is rejected. So stop telling me I can get into my account and sell. It was good enough to buy but now it's not good enough to sell????? Let me get into my account and sell!! I am not setting up anymore accounts! I just keep getting the run-around and you are not fixing the problem what so ever. Let me into my account so I can sell and put my money back into my account where it originated from!Sincerely,[redacted]

Hi Brandon,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.We've taken a look at the transaction you are writing in about. It does look like the transaction was...

successful and confirmed on the blockchain. For your reference, all transactions on the blockchain are publicly accessible. You can see your specific transaction here: [redacted]Bitcoin is a decentralized network that is not controlled by Coinbase. We simply broadcast your payment instructions to the network. Roughly every ten minutes, a new block is created and added to the blockchain through the mining process. Unfortunately, since transactions on the blockchain are irreversible, there is no remedy if the receiving address was entered incorrectly.If your vendor is denying that they received your payment, you can simply provide them with the above URL as proof that you sent.Please let me know if you have any additional questions or concerns.

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 Blockchain currency (Bitcoin, Litecoin, Ethereum) must be withdrawn to an external wallet address.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], Sorry for the long wait on our response to your inquiry! We have encountered a huge amount of growth over the past few months, and we are taking many steps to scale up our teams so that we can meet our customer's expectations. We definitely appreciate your patience during this...

time. We are required for compliance reasons to restrict access to our platforms from certain countries. We have completed the review of your account activity, and the restrictions have been removed from your account. One of our team members has followed up with you in support case #[redacted]. Please reply to that email if you have any further questions regarding this issue. Thank you!

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!

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.

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!

Complaint: [redacted]I am rejecting this response because:Date Sent: 7/6/2017 10:11:50 AMComplaint: [redacted]I am rejecting this response because I can not put in a purchase for 3 ETH because Coinbase has lowered my limits. How can I even put in an order for 3 ETH if you dropped my limit to $250 and each ETH is $270 give or take a few dollars?Sincerely,[redacted]Sincerely,[redacted]

Hello Ms. [redacted]
First we would like to sincerely apologize for the delay in our support team's response! We know that having access to your funds in a locked out account is extremely important, and we are working hard to scale up our support teams during this phase of rapid growth. We definitely...

appreciate your patience! One of our support team members has initiated the review to move your funds to your new account, and another team member has followed up with you in support case #[redacted]. If you have any further questions regarding this, please reply to that support case and we are more than happy to assist. Once again we thank you for your time and your patience!

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 [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.

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!

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.

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.

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 [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!

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]

Hi Mr. [redacted]
We sincerely apologize for the delay regarding this issue. We can confirm that your case has been escalated to our European payments team, and they are working hard with our bank partners to resolve this issue. As soon as they have an update, we will respond to you in Case No....

[redacted]

We contacted Ms. [redacted] about her account in case [redacted]. In that case, we let her know that were very sorry to hear about her recent troubles, but we would not be able to refund her the amount of money that her roommate stole from her. She would need to get the funds from the person that took them from her. And after a review of her account or team has decided she is ineligible to continue using our services. That will not block her from any of the funds in her account, but she will not be able to continue buying and selling on our platform. Here is the email that was sent to her:
 
Hi [redacted],
I'm sorry to hear these things happened to you. We cannot compensate you for your roommate stealing bitcoin. You should hold her accountable for bitcoin she stole. I suggest filing police reports and taking legal action against her. Coinbase cannot suffer a financial loss due to this breach in your personal security.

Complaint: [redacted]I am rejecting this response because:
 
I followed up on the ticket with coinbase and asked them what kind of document is needed. And AGAIN, there is
simply NO reply. I also gave them my cell in case they need to contact. This customer service is getting ridiculous.
Sincerely,[redacted]