Coinbase, Inc

We contacted Mr[redacted] about his account in case: [redacted]. In that email we let him know that we had to close his account. We are not permitted to give exact reasons for these account closures. Here is the email that was sent: Hello,Thank you for your interest in Coinbase. 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 regret to inform you that we are no longer able to support your Coinbase account as well as any other accounts you may have created. Please note, we have not blocked access to the balance currently in your Coinbase account; while we can no longer process brokerage orders via our banking relationship, you may still send your balance offsite to an external address.There are a variety of factors which have been weighed in your case, and we unfortunately are unable to elaborate on our internal decision process. Please know that we do not make these decisions lightly, and do regret losing you as a customer.We wish you all the best in your future endeavors.

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.   Thanks for resetting my account and fixing the problem which originated with my replacing my Iphone, resulting in the disabling of my authenticator app.  Once the reset took place, I was able to reconnect on the new phone via the new authenticator app.  This app now includes the added feature of providing a "recovery" code in case the original phone is replaced or lost, so I don't anticipate having this problem in the future.Sincerely, [redacted]

Hi Mr. [redacted],
Thanks for writing in. Our compliance team has completed their review of 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 regret to inform you that we are no longer able to support your Coinbase account as well as any other accounts you may have created. It's important to note that we have not blocked access to the balance currently in your Coinbase account. While we can no longer process brokerage orders via our banking relationship, you may still send your balance offsite to an external address.

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]

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.  After a review of your account, it appears that you must verify your identity before you can...

continue trading on the platform. We want to make clear that we have not blocked access to any coins or fiat currency in your account, and you are free to move your funds elsewhere at any time.

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.
This is a disappointing outcome, where the only viable solution after two months of waiting was to close my account.  And I am not able to get a validation that my personal information has been destroyed.  But, I have no other alternatives, I do not wish to pursue it further, and the matter is now closed.
Sincerely, [redacted]

Revdex.com:I have reviewed the response made by coinbase the instructions given to get into my account still not working ii responded to Coinbase to [redacted] with the solution that will work for me .Coinbase already have my ID and bank Information on file I ask them to use this and aliow me into my Account with sms and my password .Co[nbase  is asking for my picture ID again but it is being unreadable by their systemSincerely, [redacted]

Hello Mr. [redacted],
 
I am sorry for the continued troubles with your account and any confusion on our end.
Another team is looking into the matter, but it will take time to try and come to an understanding.
And our team may ask for more information to try and get the bottom of this.

Hello Mr. [redacted] 
I apologize for any delay in your bank transfer! I have just followed up with you in support case #[redacted]. If you require further assistance, please reply to that support ticket and I would be more than happy to assist! Thank you for your time.

Complaint: [redacted]I am rejecting this response because:you could have given me an option to pay the amount that you guys reversed, or just did the reversal at the price the bitcoins were actually bought.  Instead you guys initiated the reversal at precisely the wrong time, to leave me with less Bitcoin then I actually purchased.  Truly not fair to me and left me with no options. Sincerely,[redacted]

Hello Mr. [redacted]
 
I am sorry for the trouble with your account and also the delay in a customer support agent getting to you in a timely manner.
We had a bank transfer issue that is stopping us from finalizing the funds owed on the account. Our team is aware of the issue and is looking into...

it.
We contacted you about your account in case [redacted] and as soon as we can resolve this issue, we will contact you to let you know.
Again, I am sorry for the issues with your account and also the delay in someone getting back to you.

Hello Ms. [redacted], I am sorry for the issues regarding the ETH buy 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]. It looks like there was a small bug that effected the buy but it has been resolved and...

the funds were correctly deposited into the ETH wallet.If you are still running into any further trouble, please let us know in the above case and we can look into the matter further.Again, I am sorry for the issues with the buy and also the delay in someone getting back to you.

Complaint: [redacted]I am rejecting this response because: My bank had more than sufficient funds. I actually received an email with the reason for the cancel: "Although we try to avoid canceling orders, our system occasionally forces us to cancel orders due to security or other critical considerations."Sincerely,[redacted]

We have been in touch with bank representatives regarding the transaction to resolve this matter. Communication from [redacted] was inconsistent and would often contradict itself to the point that we believed we were in contact with an attacker pretending to be him.Please keep in mind that the...

ACH system has a standard reversal process for all fraud claims which Coinbase is fully compliant with, and remained so in this case.

Complaint: 1[redacted]I am rejecting this response because I still have not received the refund from the company.Sincerely,[redacted]

Hi Ms. [redacted],
We're very sorry to hear about the missing SEPA payment. We've confirmed on our end that the 180 EUR has already been returned to your account. Please let us know if you still don't see it, and we would be more than happy to investigate. Thank you.

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 looks like a specialist has resolved the issue you were having with the vault balance. Should you...

require further assistance, please don't hesitate to reach out directly to Case No. [redacted]. Thank you so much for your patience!

Complaint: [redacted]I am rejecting this response because:Complaint: [redacted]I am rejecting this response because:
[redacted]
 
I have coinbase account under email address : [redacted]. is this answer your question? This account is hacked and there is long thread going on about this.
Thanks
[redacted]
 
Sincerely,[redacted] Sincerely,[redacted]

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

response because:
Although I am making my largest efforts to remain patient, Coinbase/GDAX continues to feign ignorance which is making me so frustrated. Your response has completely ignored the primary issue I brought up. 
I made a GDAX trade on July 21, 2017 at 4:47PM of 10,000 USD for 44.01946141 ETH. The taker fee was 0.3% which in this case is $30. That leaves $9970 to be converted to 44.0194614100 ETH. On July 23, 2017 at 04:32:35 am, 44.0194614100 ETH was converted back to USD for a total of $10018.16286. There should have been a net positive increase in the balance of $48.07313155 ($10018.16 - $9970). Instead, there was a negative balance of However, the amount left in my balance was $21.90 short of my original $10,000 transaction. Ultimately, $69.97 ($21.90 + $48.07) is missing after this transaction error.This is a separate issue from $25 payment notification. GDAX/Coinbase account username: [redacted]
Desired Settlement: RefundPlease kindly ask that Coinbase release my funds in my account for a successful transfer out. I am also willing to receive my money back via paper check. Please send the check (full account balance) to [redacted] If I still do not receive my missing $69.97 with the ability to complete an online transfer or do not receive the check by September 20, 2017, I will file a formal complaint with all regulatory agencies, including Department of Financial Institutions, Department of Business Oversight and Financial Crimes (FINCEN). I am determined to move forward to get my money back. I ask that Revdex.com be kindly investigating this matter for resolution and have consumers protected. Thank you very much for your immediate attention to this matter. [redacted]
Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: I have attempted to use their contact support portal 3 times, and all 3 times I have not received any sort of confirmation that the submission went through.  I tried again today, [redacted] and again, no confirmation.  If I can't get through to them through their own support system, how else am I supposed to contact them?  My original complaint is that there is something wrong with their website, and now I am experiencing this.  I no longer trust their website.I would like  a personal email or phone call from this business to address my issue.
Sincerely,
[redacted]