Coinbase, Inc

Hello Mr. [redacted],
 
I would like to start by offering an apology for the long wait times on your support request! We are focusing our efforts on growing our support team to ensure we can meet the expectations of our customers during this time of rapid growth. We definitely appreciate your...

patience! It looks like we have removed the restrictions from your account, and one of our support team members has informed you of this in support case #[redacted]. If you have any further questions regarding this, please reply directly to that support ticket and we are more than happy to assist! Thank you!

Hi Mr[redacted],
Thanks for writing in. We appreciate your feedback and will pass it along to the right teams here at Coinbase. As far as your overnight ACH bank wires, please respond to Case No. [redacted] once you have initiated the reversal with your bank. Thank you!

Hi Ms. [redacted],
Thanks for writing in. We're not entirely sure what you are requesting, but we'll do our best to help. It sounds like you would like to have your ether "refunded" to you. Although we aren't able to refund any specific transaction, you are free to exchange your ether into USD and...

then transfer those funds into your bank account. If you do not want to add a bank account, you can still move your digital currency using the blockchain. You can move your ether offsite to another wallet address, whether it be a hardware wallet or another online wallet. Please note that we are unable to recommend or suggest one wallet over another. Further, we would be unable to make this transfer on your behalf - you would have to initiate it yourself by logging into your account. Should you need further assistance, please don't hesitate to reach back out to us.

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]

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.

Hi Mr. [redacted],
Thank you for your response. We removed the same exact amount of BTC that you reported to your bank was an unauthorized transaction. Unfortunately, what you are essentially asking is for you to reap the benefits of an increase in the value of BTC even though you reported the transaction as unauthorized and fraudulent. Please note that had the value of BTC gone down, we would still have removed the same exact amount of BTC.

Hi Mr. [redacted],
We wanted to reach out and let you know that resolving this SEPA issue is currently one of our top priorities. We can assure you that your funds are secure. We will reach out to you as soon as we have an update. Thank you for your continued patience.

Hi Mr. [redacted], Thanks for writing in. It looks like a member of our support team has resolved your concern in Case No. [redacted]. Should you require further assistance, please don't hesitate to reach out directly to that email.

Complaint: [redacted]I am rejecting this response because:
I responded two days ago and have still not got a response.Disappointed,[redacted]

Hi Mr. [redacted], Thank you 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 looks like you sent an overnight ACH wire through [redacted]. Unfortunately, these types...

of deposits are not currently supported. Please work with your bank to request the funds be returned. Once we receive the request, we will process the return and the funds will arrive back to your account within a few business days.

Complaint[redacted]I am rejecting this response because:
my username for coinbase is [redacted]Sincerely,[redacted]

Hi Mr. [redacted],
Thanks for writing in. We’re sorry to hear about the issues surrounding account recovery. The account recovery process is unfortunately difficult sometimes. This is not to keep you out of your account but to make it as secure as possible. Due to the nature of cryptocurrencies having...

irreversible transactions, we need to make sure it is difficult for attackers to bypass your security features. There is a hard balance between convenience and security, and we are constantly trying to increase both without sacrificing the other. It looks like your issue has been resolved in Case No. [redacted]. Should you require further assistance, please don't hesitate to reach out to us directly in that email.

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]

Hello Mr [redacted],
 
I am sorry for the recent troubles with your account and also the delay in a customer support agent getting back to you in a timely manner.
We were able to eventually contact via case [redacted]. In that case we gave some (hopefully) useful instructions on how to be attempt to...

pass ID verification system (even if your ID is from a different country). As soon as you respond with the information we are looking for, we can move forward. And if you have any other questions, feel free to reach out via the above mentioned email and we can answer them for you. Here is the last email sent from Coinbase:
 
Hola,
Pido disculpas por la demora en responder a su correo electrónico. Hemos tenido un gran volumen de correos electrónicos y estamos haciendo nuestro camino a través de ellos tan rápido como podamos.
Siento mucho lo inconveniente, en algunos casos necesitamos confirmación adicional para habilitar los servicios de trading.
En su conveniencia, visite la página de verificaciones de su cuenta en: [redacted].
Aquí se le pedirá que seleccione un tipo de ID y método de carga. Puede completar la carga a través de una cámara web en su computadora o puede seleccionar la verificación del dispositivo móvil para recibir un enlace de mensaje SMS para tomar las imágenes con la cámara del teléfono inteligente. Su cuenta se verificará automáticamente si pasa con éxito los pasos para cargar imágenes de su identificación y su cara.
Si experimenta alguna dificultad, pruebe estos pasos de solución de problemas:
- Por favor, utilice un área bien iluminada para que sus fotos salgan claramente y en foco. Las imágenes borrosas o ilegibles pueden ser rechazadas.- Hemos encontrado que el proceso de subida funciona mejor cuando se utiliza el navegador de Internet de Google Chrome- Limpiar el navegador de tu caché / cookies puede ayudar- También puede ser necesario cambiar la configuración de su cámara web o utilizar una computadora diferente para completar la carga.
Si tiene alguna otra pregunta (o preocupación), por favor hágamelo saber y estaremos encantados de ayudarle.
Una vez más, lo siento por la respuesta tardía y por la dificultad que ha estado teniendo con este proceso.
 
And
 
Hola,
Además, ¿tiene una factura de servicio público reciente (no mayor de 2 meses), un estado de cuenta bancario o una declaración de tarjeta de crédito con su dirección actual en los Estados Unidos?
Si es así, puedo ayudar. Necesitaré que me envíe algunos de estos documentos de prueba de residencia a fin de mantener su país como los EE.UU., mientras que su identificación es de otro país. Incluso entonces puede ser necesario para conseguir otro equipo involucrado para ayudar a evitar el sistema.
Una vez que tenga más información, puedo seguir adelante.
Lo siento de nuevo por los problemas.

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. Your Case No. [redacted] has been escalated to one of our GDAX specialists. In the meantime, we request...

that you provide more details and information on how you sent the Litecoins to your Coinbase wallet. Further, the blockchain link you sent over does not show any transaction. Please provide the requested information by replying to Case No. [redacted] so that we can investigate further. Thank you!

Complaint: [redacted]I am rejecting this response because: I have around $50,000 in coins your GDAX exchange, and you have blocked my access to those coins.  All I am asking is for you to return the coins to me.  I am not asking for restoration of services.Sincerely,[redacted]

Hi Mr. [redacted],
Thanks for writing in. It appears that your support ticket was responded to on 7/7/17 in Case No. [redacted]. As our support agent has explained, we are unable to respond to your password reset request unless you write into us with the email address associated with your Coinbase...

account. We take account security very seriously, and unfortunately, cannot make an exception for something as serious as a password reset. Thank you for your understanding.

Hello Mr. [redacted],
First I would like to sincerely apologize for our delay in resolving your support request! One of our team members just followed up with you in support case #[redacted]. If you have any further questions regarding this, please feel free to reply directly to the support ticket and...

we are more than happy to assist. Thank you for your time and patience!

Hi Mr. [redacted]
Thanks for reaching out! We have disabled the associated account. We will make sure your financials are not used going forward on our platform. Please keep in mind that in order to verify your bank account in our system someone would have required access to your bank login...

credentials. With this in mind, I recommend immediately changing your bank password and notifying your bank that there may be potentially fraudulent transactions for your account.
Coinbase provides bitcoin and digital currency services. We are frequently targeted by identity thieves due to the irrevocable nature of digital currencies. We truly appreciate your report, this helps keep our business safe from thieves.

We contacted Mr. [redacted] about his account in case [redacted]. We were back logged so it took us a while to get back to his case. We are sending the the emails for device verification but each email is failing. That suggest that the emails are not being accepted by Mr. [redacted]s email. We gave him a...

suggestion on trying to get the emails to show up, and if not the only other option would be to create a new account. We can transfer funds from the original to new account if this option is needed. Here is the email 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.
I am sorry for the troubles you are having with verifying a new device. When I look at the attempts to email you, it looks like the email delivery failed each time.
I would add [redacted] & [redacted] to your contact list to help ensure the emails are delivered.
If this doesn't help with the process, the only other option would be to create a new account.
We will need a copy of your ID uploaded to[redacted] to complete a balance transfer as bitcoin is an irrevocable currency. Please also verify the same phone and financials in the new account that you create.
If you have any other questions (or concerns), please let me know and I will be happy to help.
I am sorry for any inconvenience this has caused.