Coinbase, Inc

Hi Mr. [redacted],
Thanks for writing in. We're sorry to hear about the wire. We've emailed you several times, but have yet to heard back from you. Should you require further assistance, please don't hesitate to reach out directly to that email. Thank you!

Mr. [redacted]
Thanks for writing in. We'd be more than happy to help, but we were unable to locate an account with this email address: [redacted]. Please write in with the email address associated with your Coinbase account so that we can better assist you. Thank you!

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, [redacted]

Hello Mr. [redacted],
 
Our system requires verification of new devices via email before they are allowed to access your Coinbase account. Previous attempts to email you were blocked by your email provider, and this resulted in us placing a blockage on future attempts to email you. This is...

necessary in order to keep our mail servers from being placed on spam blacklists. It looks like you wrote into our support team regarding this issue on June 26th, 2017 and one of our support team members has followed up with you on June 27th, 2016 in support case #[redacted] and helped you to resolve this issue. If you have any further questions regarding this, please reply directly to that support case and we are happy to help!

Complaint: [redacted]I am rejecting this response because:Coinbase deliberately misleads customers to generate additional and unnecessary transaction fees. Then they refuse to answer customer service inquiries for WEEKS so customer must depend on invalid information.  Coinbase need s to refund extra transaction fees and distribute them to paypal. Any other resolution is not satisfactory.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
This is not acceptable. I asked for the restriction to be lifted in order to be able to sell my holdings. I have already lost a substantial sum of money due to this restriction. Please lift the restriction immediately.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:coinbase is thanking me for writing for the past 3-4 months, but give no indication of closing the account ?
What he heck is going on in this organization ?  Your website is a maze of confussion and your robot answers are to generalized.
Today I have revisited  your website and given you my banking transfer numbers and any ordinary human in your organization should respond
more positive to a request to close as many wallets as necessary. 
Sincerely,[redacted] E[redacted]

Hi there,Thanks for reaching out to Coinbase support. We have been in contact with Mr. [redacted] via internal support case # [redacted]. In these cases Mr. [redacted] stated that he was still waiting on the transfer for his sell order of bitcoin to complete. At this time Mr. [redacted] has less...

than $1 worth of bitcoin in his account, and the two sell order he made previously completed to the only bank account on his Coinbase account in December and November of last year. Mr. [redacted] can view these transaction details at: [redacted]We hope that answers the question, please let us know if you need any other details and thank you for your time.

Hi there, Thanks for reaching out. We have been in communication with Mr. [redacted] via our internal support portal through ticket [redacted]. As we explained in our internal ticket, there was an issue that we had with our bank on May 20th that caused for a delay in sending out those funds. Since...

then we have corrected the issue and Mr. [redacted] should have gotten those funds yesterday at the latest. We are very sorry for any trouble that this may have causes, and we appreciate the patience and understanding with this issue. We would be happy to answer any more questions via that same support ticket, or we can be reached at [redacted] Thanks again, and please let us know if you need anything else.

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, [redacted]

Hello, We would like to start with an apology for the delay in our response to your support request. We are scaling up our support teams to deal with the rapid growth in the cryptocurrency market, and we definitely appreciate your patience! The Coinbase account under the email you mention...

[redacted] does not have any funds in it. It also does not have any history of buy/sell orders, or send/receives with other blockchain addresses. One of our team members has followed up with you in regards to this in support case #[redacted] If you are inquiring about a different Coinbase account, please reach out to our support team using the email address associated with the Coinbase account in question so that we may better investigate. Thank you!

Mr. [redacted]
Thanks for writing in. The discrepancy you are seeing relates to a $25 wire fee. We have manually credited your account with $25 on 9/13. Should you require further assistance, please don't hesitate to reach out directly to that email. Thank you!

Complaint: [redacted]I am rejecting this response because:
I was able to login but them prompted to verify my identity. I did so by uploading the front and back of my Driver's License, attached. The prompt I got at the end of this process said that "We were unable to verify your identify," yet I got an email from Coinbase contradicting that, i.e. stating that the ID verification was successful.  When I try go login to Coinbase now, it again says that "Sorry, account temporarily disabled. Please contact support." ???
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I still have not been contacted by your company over 3 weeks of having an issue. If there was an issue with my ID verification why would that affect my account at all? You dont need ID to have a $200 account limit. So why currently does it say my account is restricted contact support when I try to buy currency????? The only reason I submitted ID verification was to increase my spending limit. Everything was fine till I did that. Also it says I need to put in a new payment account information to sell. Is this correct? Why? And what happened to my accounts that were already in my wallet?Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because my funds still have not been credited to my account. 
I have provided all of the details from Wells Fargo bank on my end regarding the transfer. My personal name was on the sending account, [redacted], as well as my business's name, [redacted] LLC. 
In addition, I updated the wire after it went out with the correct reference number. If they call the bank they will see it is now included in the wire information on their end. 
Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:1. I am saddened that your response den**s and l**s about a technical issue that a quick google search can find thousands of results on. 2. The US Commodit**s Futures and Exchange Commission as well as several other government agenc**s are well aware of the technical issues barring users from accessing their money.3. To state that I had access to my funds via withdraw or transfer is a bold faced l**. This statement can easily be disproved by countless screen shots and via communication with support where they state that the "payment pending" reconciliation protocol is a technical issue that you are attempting to sort out. My money was frozen for over a month and a half. There was absolutely no way to buy, sell, withdraw, or transfer funds. Again a quick google search and you will find thousands who had the same issue and had been emailing coinbase support for months. 4. There are thousands of other users who have documented this technical issue and who have also been barred from their funds.5. After seeing numerous duplicate transactions on my account and your service continually going down, posts on reddit, twitter, your own support forums, and other blogs of people who have their money lost or frozen, after carefully rev**wing your terms of service and seeing that there is absolutely nowhere stating that a hold on my bank account would warrant my service disabled this was the protective measure I took. 6. Coinbase's issues cost me thousands of dollars. All I did was seek to protect my checking account from the litany of technical issues coinbase has exper**nced due to its rapid growth. These issues are well documented and very tragic for the crypto community. 
Sincerely,
[redacted]l [redacted]

Complaint: [redacted]I am rejecting this response because:
Please review the screenshot attached as far as a bug is concerned which concerns your company's support ticket updates. Your system seems to be marking tickets as updated while no update becomes apparent. Underlined with red within the screenshot, the last response was left by me on:  Jul 08, 2017 06:13PM.  Your ticketing system indicates however that the ticket was updated on: Jul 09, 2017 09:22AM PDT. No response from your end is visible however, this is the 2nd time this ticket status has been updated without a visible response from your end.  Bugs such as these and not hearing a peep from support for extended periods of time such as 2 weeks or more leaves customer such as myself no other option but to reject your response and suggestion to continue waiting on support.  At your earliest convenience, please resolve Case ID: [redacted]
Further note:By default, the Revdex.com closes cases if customers don't accept or reject a reply from a business within 5 days.  Usually when people reach out to the Revdex.com, they expect their issue to be solved prior to Accepting a Response and closing a Revdex.com request. I have purposely waited until today since I wanted to see if my case - which seems to require no more than a simply password reset - would be solved within 5 days of opening this Revdex.com request, after me having already waited over 2 weeks for coinbase support.  It has not been solved at all. I am still at the same position and waiting for your company to reply and solve my support request and re-establish access to my account via password reset.Hereby, I would like to reject your response.  I'd appreciate if the issue was solved. I do not wish to wait any longer for your customer support.  This is becoming absurd.  The waiting times are simply unfair and unacceptable. Since my ticket has still not been solved and  remains open after a quite extensive waiting period of almost 3 weeks, it appears that very little effort is being made from your end as far as proving customer service within a reasonable time period.I have waited almost 3 weeks now for customer support to allow me to access my account again which I voluntarily locked for security purposes.  If I had known this would take 3 or more weeks, I would have never clicked a link in an email to disable account sign-in.Note how after having  patiently waited over 2 weeks for your company to provide a simple form of initial communication - by an actual support rep.  -  it is simply not satisfying to me that my support ticket still remains open at this point.  Further, I consider it quite rude to initiate communication with a customer without bothering to reply within a proper time-frame of 1-3 days which would be acceptable.  Are you going to help or are you going to pretend you are helping? Waiting 2 weeks for customer support is simply unacceptable.Please be advised that the support ticket was opened by me on Jun 20th and it took until July 5th for your  support representative to respond. (timeline listed below).  I have replied with the requested information within 12 hours on July 6th.  It's July 10th, several business days later now and  again, I have not received the courtesy of a response within a proper time frame. Coinbase Support Timeline  [Case ID: [redacted]]:Support Requested via Ticket:          Jun 20, 2017 07:06AM PDTAutomated Ticket reply received:      Jun 28, 2017 01:52PM1st contact by actual support rep.:     Jul 05, 2017 07:14PM    (which appears to have happened only after opening a Revdex.com case)I have replied to the support rep.:     Jul 06, 2017 05:32AM Jul 10, 2017:   Ticket still open, no reply received since Jul 6As as tomorrow July 11, I'll be waiting 3 weeks for a simple password reset so I can access my account and funds again. For the past 3 weeks I have not been able to trade or use any of your service in addition I have been suffering financial hardship because of your companys' inability to solve a simple support request such as a password reset within a reasonable time-frame.  This should not have taken any business longer than 3 days.  We are going on 3 weeks now.  Considering that your company operates similar to a bank, stripping users complete access to their funds for 3 or more weeks at a time while presenting them with horrible waiting times for any form of support is very poor business practice.I just want my case resolved. It requires a simple password reset.  Does it have to take another 3 weeks?Sincerely,[redacted]

Hi Ms. [redacted]
Thank you for contacting Coinbase. We sincerely 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 have resolved this issue, and the funds should now be available in your...

account. Additionally, we have credited your account $50 USD in BTC for the delay and inconvenience. Should you require further assistance, please don't hesitate to reach out directly to us. Thank you!

Hello Mr. [redacted],
 
I apologize for our delay in responding to your support request! We are currently investigating the order in question, and one of our support team members replied to you today in support case #[redacted]. Feel free to reply directly to that support ticket with any further...

information or questions you may have. Thank you for your time and patience while we investigate this matter!

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. We reached out to you on 8/7 letting you know that we have restored your USD wallet. Thank you so much...

for your patience while we sorted this out. Please let us know if you have any additional questions or concerns.