Coinbase, Inc

Complaint: [redacted]
I am rejecting this response because:They did issue a credit for the amount that they stole during the flash crash on the 21st, that is correct. However this complaint is not about that specific issue. They put a hold on my USD trading funds and I was not made aware of that before I put more USD into my trading account after selling 30 ETH coins. Because they froze my account, I was unable to trade and buy ETH coins back, which then cost me a total of $1500 as I would have then proceeded to hold the ETH till the price hit over 300 a coin, which they can see I sold off the rest of my ETH at $316 when they gave back the stolen ETH from another incident. The only reason I sold off 30 ETH at $267 a coin was to buy back the 30 ETH at under 260 a coin, which would have netted me over $200 profit in just a few minutes. They should have records showing I tried setting a buy order asap after selling the 30ETH but couldn't. THAT is when I found out they were freezing my USD trading account. I then calculated, that they froze my account over a $9 FEE. $9 fee doesn't constitute holding over $8000 in USD. They now owe me $1500. They could have owed me nothing if they would have responded asap after the error, but instead they have clearly chosen to ignore any tweets, facebook posts, emails, calls, and more!.  
Sincerely,
[redacted]

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.

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!

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 in. We're sorry to hear that buys are currently restricted on your account. This may be related to a recent chargeback on your account. Please rest assured that your case is in the queue to be reviewed by our fraud team. Once the review has been completed, they...

will reach out directly to you in Case No. [redacted]. Thank you for your patience!

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!

Complaint: [redacted]I am rejecting this response because:
It is still not resolved. It is getting to the point that I'm suspecting fraud and feel the next step is law enforcement. 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]

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.
Thank you so much.  They FINALLY fixed my account.  You guys are GREAT!!!Sent from my iPhone
Sincerely, [redacted]

Hi Mr. [redacted],
We see that you have yet to follow our suggestions in getting new verification amounts to verify your checking account. We also haven't received a response to our email from 11/18. We are committed to working with you to get this resolved. Please respond to Case No. [redacted], and let us know if you are having issues deleting and re-adding your bank account details. Thank you!

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]

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 you in case [redacted]. We found the error that was causing the bitcoin to not show properly in your...

account and corrected it. We also raised your account for review for another team and they will review it as soon as possible. If you have any further questions, please feel free to reach out to us via email and we will look into the matter further. Here is the last email that was sent from Coinbase: 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 have fixed the error of the bitcoin not correctly showing in your BTC wallet. It is now displaying the correct amount. You can log in to see for yourself.Also, I've taken a look at your account and it appears that you are not currently eligible to create a purchase order. This restriction may have been applied in error.I've just escalated your case to our subject experts who will be completing a review of your purchasing eligibility shortly.You will receive a notification email if we're able to restore your purchasing ability. Please note that while these reviews are typically completed within 2 business days, it can sometimes take longer depending on our current case volume.For security reasons, Coinbase cannot guarantee eligibility for every account.Again, sorry for the late reply and for the difficulty you have been having with this process.

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 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!

Complaint: [redacted]I am rejecting this response because: Its been over 2 weeks and just now you acknowledge there is an issue. I dont believe anything will be resolved. My account was working just fine without the id verification, so why would id verification get my account restricted? Does make any sense why this couldnt have been immediately. Yet they still delay. To this point it has not been resolved, its only been escalated. 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.

Hi Mr. [redacted],
Thanks for writing in. We're very sorry to hear about the issues with 2-factor authentication.The account recovery process is unfortunately difficult sometimes. 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 our team was able to successfully transfer your funds from your locked account to the new one that you created on 7/18. We last emailed you on 7/19, but haven't heard back from you. If you still need assistance, please do not hesitate to email us back. We look forward to helping you with any issues you may still be having.

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]

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're sorry to hear about the trouble with the verification process. We've escalated your case to one of our specialists, and they emailed you on 8/14 with the next steps. To move forward, please reply to that email and we would be more than happy to assist....

Thank you!