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!

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

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.

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.

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.

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.

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 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], 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.

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!

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.

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.

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.
Hi I talk with someone already  I want to cancel the complain  becouse they fix it thank youSincerely, [redacted]

Hello Mr. [redacted],We would like to start by apologizing for the delay in our response to your support inquiry! We are taking steps to scale up as quickly as we can to deal with the amazing growth we have encountered over the past few months. We definitely understand the need for a quick response...

when it comes to questions about financial transactions, and we appreciate your patience. After review of the transfer in question, it appears that it was sent as an overnight or next day ACH transfer, which we unfortunately do not support.  You will need to contact your bank to have them initiate a recall of this transfer. One of our team members has followed up with you in support case #[redacted] If you have any more questions or concerns, please reply directly to that case and we are more than happy to continue investigating. Thank you!

Hello Mr. [redacted]
 
I am sorry for the recent troubles with your account. We did contact you about your account in case [redacted]. In that case, we could find no evidence of any trade execution not performing as it should. There was no downtime of the trading engine, and orders look like they...

were processed correctly.
We have asked for more information to help find more evidence of the issues you are talking about. We sent a link in the most recent email where you can provide that information.
I am sorry for any confusion with your GDAX account.

Mr. [redacted] was contacted about his account in case: [redacted]. We were making our way through a back log of emails and by the time we got to his email, the buy had completed in our system. We also sent him a credit for the difference between the amount he attempted to buy initially and what was...

credited to his account. Here are some of the emails that were sent to him
 
Hi there,
Thank you so much for your patience on this matter. I'm pleased to report that this issue has now been resolved. The Buy order has been completed, and the BTC is now available in your Coinbase account.
I apologize again for any inconvenience this may have caused. You should not encounter this problem again, but if you do run into any further issues or have any questions, please let us know.
 
And 
Hi there,
Thank you so much for your patience on this matter. I'm pleased to report that this issue has now been resolved. The Buy order has been completed, and the BTC is now available in your Coinbase account.
I apologize again for any inconvenience this may have caused. You should not encounter this problem again, but if you do run into any further issues or have any questions, please let us know.

Hi there,Thanks for reaching out to Coinbase support. We have been working with Mr. [redacted] via internal support case #[redacted] In this case Mr. [redacted] reported that his Coinbase account was access unauthorized by a phone repair shop person and is now missing the funds from his account. We have...

been waiting for him to provide us with more information such as the police report we requested for him to file in regard to this, but he has not provided it. Once we have that police report along with the answer to the additional questions that we have asked him we will be able to move forward with helping him resolve this issue. We hope that answers the question, please let us know if you have an additional questions