Coinbase, Inc

Hello [redacted]
 
I am sorry for the trouble you are having accessing your account and for the delay in us getting back to you. We were working our way through a back log of emails, so it takes us longer than we would like to get back to our customers. It looks like we are still working on...

getting you into your account, but we have been in contact in case 1498328. Here is some of what was written:
 
Hi [redacted]
I've updated your new number and deleted your temporary new account.
Have a nice day!
And
Hmmm,
Can you try logging out completely, then clearing your cookies and cache and logging in again?
I don't see why it wouldn't be sending the SMS. That number is proven to work, since you verified it on the other temporary account you created.

Hi Mr. [redacted],
Thanks for writing back. We simply don't see the discrepancy that you are referring to, but would be happy to take another look. We are unable to gain a clear understanding of what you were expecting. Please include in your response a clear articulation of what you expect should have happened. This will help us isolate the issue and provide any explanations as best we can. Also, if you don't mind, would you mind sending in a screenshot of the transactions that you are seeing on your end? You can submit all of this information in Case No. [redacted]. Thank you!

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 banking partners to resolve this issue. As soon as they have an update, we will respond to you in Case No. [redacted].

Hello Mr. [redacted], The review of your account was completed, and unfortunately we are not able to increase your limits at this time. However, keep in mind that you can also wire transfer funds into your USD Wallet, and then use the USD Wallet for instant purchases. The USD Wallet has much higher limits, as it is only subject to your total weekly account buy limit, which is currently $15,000 per 7 days compared to the $250 per 7 days that your ACH transfers are limited to. Each wire transfer to your USD Wallet can be up to $250,000 USD. I hope this information helps. Once you have completed an order for 3 ETH from your USD Wallet, please reply to support case #[redacted] if you would still like us to match the original exchange rate of $278.65 per ETH. However, please note that ETH is currently trading at 203.70 USD per ETH on our platform. Thank you!

Hi Ms. [redacted],
Thanks for writing in. We're sorry to hear that this transaction has yet to be reinstated. We can confirm that you are eligible for a reinstatement regarding this transaction. Once this has been processed, we will respond to you in Case No. [redacted]. Thank you for your patience!

Complaint: [redacted]I am rejecting this response because:
From the CONSUMER:
Sent 9/12/2017 1:59:45 AM
Complaint: [redacted]I am rejecting this response because:
This update repeats the previous with no date or further help. The ticket mentioned or the one the issue originally was logged with has had zero updates so keeping me informed via the ticket number stated has not happened. Many more users now continue to be in a similar position and the concern now if this won't get resolved and we will all lose many thousands of dollars. Sincerely,[redacted]
Sincerely,[redacted]

Revdex.com and Justin (from Bitcoin)
 
ID [redacted]
 
This issue was resolved yesterday. The fact they did not communicate to me or with me since August 29th was the reason for my complaint (I waited 2.5). I am not sure if complaining prompted them to communicate with me yesterday or if just...

took them two and a half weeks to get back to me because they are understaffed and super busy.
 
The support person was helpful and the issue is resolved, however I did in fact lose money. When I started emailing their company, the price of a single bitcoin was $4574, now two and a half weeks later, support answered my requests and assisted by resolving the issue as outlined in my complaint, the price is now $3550.
 
Thank you.
 
[redacted]

Hello Mr. [redacted],
 
I apologize for the delay in our response to your support request! We are working hard to scale up our support teams to match the amazing growth of the cryptocurrency market, and we definitely appreciate your patience. The bitcoin transaction you mention was completed and...

the bitcoin delivered to your wallet. It looks like there was a delay on this transaction as you mention, and if that was the case I would like to apologize! It appears that the transaction was completed shortly after you submitted this Revdex.com case, and I can see that you then sent the bitcoin from your account to an external address on June 26th, which you should see in your account history. As to the identity verification, the issue there is that your account is set to a country other than the one that issued your ID. One of our support team members has followed up with you in support case #[redacted]. If you are still having trouble with your ID verification, or have any further questions regarding this, please reply to that support case with details and we are happy to assist! Thank you for your time and patience!

Hi Mr. [redacted],
Thanks for writing in. After reviewing your support ticket, it sounds like you are trying to make a withdrawal from your account. It looks like a member of our support team is currently working with you to answer your questions about withdrawals. It does look like you have Paypal setup. You can sell your cryptocurrency into your Paypal account. You may also find helpful information here: [redacted]

Hello Mr. [redacted],After looking at your account, I am sorry but there is no way we can reinstate your account. Our primary goal is to make our platform safe and secure for our customers. Coinbase is a regulated Money Services Business under FinCEN (FinCEN.gov), and as part of our...

responsibility, we are legally obligated to implement regulatory compliance mechanisms.We have been in contact you with about your account in multiple cases. Also, it does look like a few of the emails there was some very abusive language which goes against our policy. We understand that situations regarding your account can be stressful, but we ask that you remain respectful during those times as that will be best for all parties involved.I am sorry for the troubles you had with your account, but at this time the only option would be to move forward with another exchange.

Hi Mr. [redacted],
Thanks for writing in. We're sorry to hear about the issues with not receiving the second email to access your vault. We've escalated your case to a specialist. We will reach out to you in Case No. [redacted] as soon as we have an update. Thank you for your patience!

Hi Mr[redacted], Thanks for writing in. Our platform does not currently support Paypal as a withdrawal method. Currently, you can sell your crypto directly into a verified Paypal account, but you will not be able to withdraw US dollars into a Paypal account. For more information, please visit...

[redacted]

Hi there,
We have been in Contact with Ms. [redacted] via internal support case #[redacted]. As we explained to her in that case that our primary goal is to make our platform safe and secure for our customers. Coinbase is a regulated Money Services Business under FinCEN (FinCEN.gov), and as part of our...

responsibility, we are legally obligated to implement regulatory compliance mechanisms.
Unfortunately Coinbase can no longer able to support Ms. [redacted]'s Coinbase account as well as any other accounts she may have created. As stated in our User Agreement: https://www.coinbase.com/legal/user_agreement, we reserve the right to close account per our own best judgment, and we do not need to disclose the reasons for the closure. Please note, we have not blocked access to the balance currently in her Coinbase account; while we can no longer process brokerage orders via our banking relationship, she may still send your balance offsite to an external address. We hope that answers the question and please let us know if you need anything else.

We contacted Ms. [redacted] about her account in case [redacted]. We are having a tough time confirming her identity and we are doing everything we can to confirm her identity. We have contacted her many times about this, but we have not be able to get the info that we need in order to get her account...

verified. Here is the last email that was sent to her:
 
Hi [redacted],
I'm sorry to hear of the loss of your mother. Please provide me a copy of your Photo ID with your face clearly visible to confirm your own identity. I'm sending you a secure file transfer link for sharing this file.
We will also need court documentation naming you as an executor of her estate. We'll work on next steps once your ID is verified, [redacted]. Thank you.

Hello Mr. [redacted], I am sorry for the trouble you had updating your phone number in the system. From the look of it, you were able to update your phone number through the phone change procedure. We also contacted you in case [redacted], but because we were working our way through the back long,...

you had already corrected the issue by the time we wrote back. 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.From this end, it appears that you were able to update your phone number on your account and now have access. Do you require any help with anything else on your account?Again, sorry for the late reply and for the difficulty you have been having with this process.

Complaint: [redacted]I am rejecting this response because: I...

have contacted the business through every way they have asked with the only response being to contact them through a different email or support ticket. How about a direct email or contact number so I can actually get help. You have run me in circles with your customer support loop and I'm beyond irritated. You have my email on file and my new number is [redacted]. Contact me directly please. 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. It appears that a member of our support team resolved the issue you were experiencing in Case No....

[redacted]. If you still need assistance, please don't hesitate to reach out.

Complaint: [redacted]I am rejecting this response because:  I need a specific time period - how much longer can my account be enabled. I have been talking with my lawyer on this unacceptable service and I am about to file suit against Coinbase soon ; my lawyer said he was absolutly sure we would win. I have been patience enough. Because of my patience and tolerace on Coinable Support, I lost almost $5,000 already due to the disabled account made by you.
Again, please get my account enabled as soon as possible or provide a specific time period to get this resolved. It's better to settle before we go to court. Thanks!
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
Date Sent: 7/18/2017 12:59:50 PM
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]
Sincerely,[redacted]

Hi [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. We've responded to you in Case No. [redacted] and require further information to remove the hold on your...

account.